IT Policies and Procedures Toolkit

Toolkit Roadmap:

146 IT Policies
and Procedures

© The Art of Service Pty Ltd 2013

“All of the information in this document is subject to copyright. No part of this toolkit may in any form or by any means
(whether electronic or mechanical or otherwise) be copied, reproduced, transmitted or provided to any other person
without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.”

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 IT Policies and Procedures Toolkit

1 Introduction
IT Service Management is a significant endeavor for any organization. Often, the
organization must seek a standard, consistent way of creating processes and
services with relatively little experience, or they are seeking ways of improving their
current situation. In either case, they will typically find themselves at a loss for how
to proceed or what they need. The Policies and Procedures Toolkit is designed to
provide a number of aids in implementing and improving IT Service Management
capabilities. These aids, in the form of templates, can be adopted as provided or
modified to meet the organization’s specific needs.

This Toolkit describes the concepts of IT service management across a number of

disciplines categorized in subsequent folders:
 Service Management and Enterprise Architecture
 Service Design and Transition
 Recruitment, Training, and Development
 Infrastructure and Configuration Management
 Risk Management
 Information Security and Privacy
 Change and Release Management
 Project Initiation and Management
 Communication and Internet
 Data Retention, Storage, and Archiving
 Personnel Management
 Continuous Improvement

The intent of the Toolkit is to support the customer in championing iterative projects
to reach a fully evolved IT service management capability.

The Toolkit is designed to answer a lot of the questions about IT Service

Management and provide you with useful guides, templates and essential, but
simple assessments.

The supporting documents and assessments will help you identify the areas within
your organization that require the most activity in terms of change and improvement.

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 IT Policies and Procedures Toolkit

Presentations can be used to educate or be used as the basis for management

presentations or when making business cases for Big Data implementation.

The additional information will enable you to improve your organizations

methodology knowledge base.

The toolkit serves to act as a starting point. It will give you a clear path to travel. It is
designed to be a valuable source of information and activities.

The Policies and Procedures Toolkit:

 Flows logically;
 Is scalable;
 Provides presentations, templates and documents;
 Saves you time.

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 IT Policies and Procedures Toolkit

Step 1

Start by reviewing the PowerPoint presentation and the supporting

documents in the following order:

1. Policies and Procedures Intro Presentation. – This presentation

gives an introduction to the toolkit, including an overview of basic
concepts and how the Policies and Procedures Toolkit works.

2. Creating Policies – This document provides a process for policy

creation which can be used in conjunction with the subsequent
templates in the Policies and Procedures Toolkit.

3. Implementation Plan/Project Plan – a template for building an

implementation plan to ensure compliancy in policies and procedures.

4. Mapping Responsibilities – a mechanism for identifying and

documenting roles and responsibilities.

5. Metrics and Reports – identifies the ISO/IEC 20000 requirements

regarding reports and metrics in a service environment. In most
cases, these areas also require defined policies and procedures.

These documents will give you a good knowledge and understanding of all
the terms, activities, and concepts required within IT Service Management.
They can also be used as the basis for management presentations or when
making a formal business case for process and/or service implementation.
Make sure you pay close attention to the notes pages, as well as the slides,
as references to further documents and resources are highlighted here.

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 IT Policies and Procedures Toolkit

Step 2

This section is intended to walk you through the implementation of your

organization’s enterprise architecture.

Additional aids are found in each subsequent folder of the toolkit. A

document roadmap exists within each folder providing an itemized list of
supporting documents and resources.

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