The SOP Transformation

When I joined Eurotux in February 2023, I found no structured documentation nor a systematic practice of writing it. Knowledge lived in the heads of around 50 engineers or in scattered KB articles. Six teams, more than 50 engineers, resolved incidents relying on their experience, which often resulted in different approaches to the same problems and eventually substandard outcomes.

I began by working alongside engineers during and after they solved issues. I asked focused questions and wrote the SOPs myself. It was important to show that I wasn’t there to add another burden on them or point out mistakes, but to turn their knowledge into concrete steps for others to use.

In three and a half years, this approach led to a library of more than 1,000 SOPs. Each one included structured metadata, templates with variables, clear naming rules, and a review process. The library covered all technical teams (Systems Administration, DevOps, Networking, Cybersecurity, HelpDesk, WebDev, and Internal Tools) and even reached non-technical areas such as Sales, Marketing, and Operations.

As the library grew, the culture changed. Technicians started to trust the work and began submitting their own drafts and signalling procedures that needed updates, instead of avoiding documentation. There were no previous registered metrics, but in the first year of their implementation, 2025, on-time ticket resolution was 36%, rising to 53% in the first 6 months of 2026, reflecting the increased number of available procedures instead of relying on memory.

As soon as it was available to me, I started using AI to help with my work. I built agents to handle XWiki formatting and proofreading, and I set up automation to create XML, version-controlled copies for a future move to a platform with better governance.