IT Service Policy
The IT department provides and maintains the technology services required to support business operations.
Service Scope
End-user devices and workplace services
Network and connectivity
Servers and cloud infrastructure
Identity and access management
Application deployment
IT security
IT support and troubleshooting
Responsibilities
IT is responsible for the technical operation, security and support of IT-managed services. Each business teams remain responsible for:
Defining their business requirements.
Owning their business processes end to end.
Defining the functional requirements for applications.
Providing a business owner for new solutions.
IT participates in application and technology decisions to ensure that proposed solutions can be securely integrated, operated and supported.
IT approval does not transfer business ownership of an application, process or solution to IT.
Requesting IT Services
Existing service or technical issue
Contact the IT Service Desk or use the appropriate service request form.
New application, tool or workflow
Discuss the requirement with your line manager or business owner first.
IT Business Request Workflow
Business Request & Approval – The business describes the requirement and the business owner confirms the need.
Business Requirements Mapping – The business owner documents the requirements and, where necessary, works with IT to identify or evaluate potential solutions.
IT Review – IT reviews security, architecture, integration, support and operational impact, and provides guidance to the business owner.
IT & Business Decision – IT and the business owner agree on the proposed solution, adapt it where necessary, or consider an alternative.
Implementation – IT assists with or performs the technical implementation where required.
This policy can help you start your IT policy journey, but of course, it will need more detail as your company grows.
If you only have one IT person today, this is a perfectly good place to start.
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