Add tool upgrade request and tool downgrade ritual (#16696)

Made changes requested here:
https://app.zenhub.com/workspaces/-g-business-operations-63f3dc3cc931f6247fcf55a9/issues/gh/fleetdm/classified/1112

---------

Co-authored-by: Sam Pfluger <[email protected]>

Author: hollidayn

handbook/business-operations/README.md

@@ -229,6 +229,16 @@ Within 60 days of the end of the year, follow these steps:
   - Provide SVB with our board-approved annual operating budgets and projections (on a quarterly granularity) for the new year.
   - Deliver this as early as possible in case they have questions.
 
+### Process a tool upgrade request from a team member
+- A Fleetie may request an upgraded license seat for Fleet tools by submitting an issue through ZenHub.
+- BizOps will upgrade or add the license seat as needed and let the requesting team member know they did it.
+
+### Downgrade an unused license seat
+- On the first Wednesday of every quarter, the CEO, head of BizOps and apprentice to the CEO will meet for 30 minutes to audit license seats in Figma, Slack, GitHub, Salesforce and other tools.
+- During this meeting, as many seats will be downgraded as possible. When doubt exists, downgrade.
+- Afterward, post in #random letting folks know that the quarterly tool reconciliation and seat clearing is complete, and that any members who lost access to anything they still need can submit a ZenHub issue to BizOps to have their access restored.
+- The goal is to build deep, integrated knowledge of tool usage across Fleet and cut costs whenever possible. It will also force conversations on redundancies and decisions that aren't helping the business that otherwise might not be looked at a second time.  
+
 ### Update weekly KPIs
 - Create the weekly update issue from the template in ZenHub every Friday and update the [KPIs for BizOps](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit#gid=0) by 5pm US central time.
 - Check the KPI sheet at 5pm US central time to ensure all departments have updated their KPIs on time.  If any departments are delinquent, notify the department head and let the [Apprentice to the CEO](https://fleetdm.com/handbook/ceo#team) know so they can put it on the agenda for their next one-on-one with the CEO.
@@ -296,29 +306,21 @@ Check the "📃 Planned articles" column in [#g-demand board](https://app.zenhub
 
 ## Rituals
 
-<rituals :rituals="rituals['handbook/business-operations/business-operations.rituals.yml']"></rituals>
-
+The following table lists this department's rituals, frequency, and Directly Responsible Individual (DRI).
 
+<rituals :rituals="rituals['handbook/business-operations/business-operations.rituals.yml']"></rituals>
 
 <!--
 Note: These are out of date, but retained for future reference.  TODO: Deal with them and delete them
 
-| Weekly update reminder | Weekly | Early Friday mornings (US time), a Slack bot posts in the `#g-e` channel reminding directly responsible individuals for KPIs to add their metrics for the current week in ["KPIs"](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit) before the end of the day. | N/A |
 | Access revalidation | Quarterly | Review critical access groups to make sure they contain only relevant people. | Mike McNeil |
 | 550C update | Annually | File California 550C. | Mike McNeil |
 | TPA verifications | Quarterly | Every quarter before tax filing due dates, Mike McNeil audits state accounts to ensure TPA is set up or renewed. | Mike McNeil |
-| Brex reconciliation | Monthly | Make sure all company-issued credit card transactions include memos. | Nathanael Holliday |
-| Hours update | Weekly | Screenshots of contractor hours as shown in Gusto are sent via Slack to each contractor's manager with no further action necessary if everything appears normal. | Mike McNeil |
-| QBO check | Quarterly | The first month after the previous quarter has closed, make sure that QBO is accurate compared to Fleet's records. | Nathanael Holliday | 
-
 | YubiKey adoption | Monthly | Track YubiKey adoption in Google workspace and follow up with those that aren't using it. | Mike McNeil |
 | Security policy update | Annually | Update security policies and have them approved by the CEO. | Nathanael Holliday |
 | Security notifications check | Daily | Check Slack, Google, Vanta, and Fleet dogfood for security-related notifications. | Nathanael Holliday |
 | Changeset for onboarding issue template | Quarterly | pull up the changeset in the onboarding issue template and send out a link to the diff to all team members by posting in Slack's `#general` channel. | Mike McNeil |
-| Recruiting progress checkup | Weekly | Mike McNeil looks in the [Fleeties spreadsheet](https://docs.google.com/spreadsheets/d/1OSLn-ZCbGSjPusHPiR5dwQhheH1K8-xqyZdsOe9y7qc/edit#gid=0) and reports on each open position. | Mike McNeil |
-| Investor and advisor updates | PRN | Mike McNeil tracks the last contact with investors and coordinates outreach with CEO. | Mike McNeil |
 | MDM device enrollment | Quarterly | Provide export of MDM enrolled devices to the ops team. | Luke Heath |
-
 -->
 
 #### Stubs

handbook/business-operations/business-operations.rituals.yml

@@ -18,6 +18,13 @@
   autoIssue:   
     labels: [ "#g-business-operations" ] 
     repo: "confidential"
+#-
+#   task: "Review ongoing articles"
+#   startedOn: "2023-10-02"
+#   frequency: "Daily"
+#   description: "Check 📃 Planned articles and complete steps in each issue"
+#   moreInfoUrl: "https://fleetdm.com/handbook/demand#review-ongoing-articles"
+#   dri: "spokanemac"
 -
   task: "Check ongoing events"
   startedOn: "2024-02-09"
@@ -115,6 +122,13 @@
   autoIssue:   
     labels: [ "#g-business-operations" ] 
     repo: "confidential" 
+-
+  task: "Downgrade unused license seats" 
+  startedOn: "2024-03-31" 
+  frequency: "Quarterly"
+  description: "Downgrade unused or questionable license seats on the first Wednesday of every quarter" 
+  moreInfoUrl: "https://fleetdm.com/handbook/business-operations#downgrade-an-unused-license-seat"
+  dri: "joStableford"
 -
   task: "Investor reporting" 
   startedOn: "2024-03-31" 
@@ -150,10 +164,4 @@
   description: "Provide information to tax team with Deloitte and assist with filing and paying state and federal returns" 
   moreInfoUrl: 
   dri: "hollidayn"
-#-
-#   task: "Review ongoing articles"
-#   startedOn: "2023-10-02"
-#   frequency: "Daily"
-#   description: "Check 📃 Planned articles and complete steps in each issue"
-#   moreInfoUrl: "https://fleetdm.com/handbook/demand#review-ongoing-articles"
-#   dri: "spokanemac"
+