Creating A Policy Document

In this blog I would describe how we can create a policy for our various ITIL processes and typically what all should be included. Thereafter, this blog will cumulate into a series of blog providing policies for key ITIL processes that readers can use as a reference or baseline for defining their organization’s service management policies.

Policy can be defined as an overall guiding framework for managing a particular process, function or subject. It can also be said to be a boundary within which certain activities can be performed. It defines the intent.

Wikipedia defines policy as “A policy is a principle or protocol to guide decisions and achieve rational outcomes. A policy is a statement of intent, and is implemented as a procedure or protocol.”

Policies not only act as guidance for performing various activities but also assist in decision making.

A policy document has to clearly articulate what the policy is all about, its need and ownership of its implementation and adherence.

Some of the key sections of a policy document are:

• Introduction: Any information that will create a baseline and remove ambiguities w.r.t ones understanding of the area/topic covered in the policy document have to be documented in this section. Thus, any definition of the subject covered in the policy document will be defined here.
• Scope: This section has to articulate the scope of the policy in the organization, i.e., it should clearly describe whether the policy is applicable to the complete organization or only selective departments besides the functions or components that will be in scope.
• Policy: This section will describe the policy itself.
• Accountability & Responsibility Towards Policy Adherance: This section describes the accountability and responsibility in terms of ownership of policy implementation.
• Breach: This section describes the actions that will be taken in case the policy is not adhered to.
• Exemption: In case there is any exemption situation when the policy adherence is not needed, this section describes the same as well as it provides details on how such exemption has to be obtained
• References: This section provides recommendation on additional documents that a reader should go through which will act as an enabler for policy adherence.