During my career as an IT consultant, I have been asked by many different clients and by various members of my team for information on policies, procedures and templates. There are thousands of small businesses that do not have the time or resources to draft documents or polices for items like acceptable use of computers/media, setting up new computers/users or change control.
Work Without Process is Burn Out
I believe that there are certain critical documents and policies that every IT department should have regardless of the size. The level at which the policy or documentation is implemented is entirely up to the company. Below are the links to 4 great templates or policies documents that every IT department should have with a brief explanation of why.
- Acceptable Use Policy – All companies need one. These are critical to employees so that they understand what a company computer and email is for. Many people get offended at the idea that a company computer is not meant to check personal email or to develop home business web-sites on. Mitigation of risk and having a clear set of rules governing electronic media and systems is critical to all companies that have PCs and email.
- Change Control Request Form – Change control… most companies- especially small companies do not use a change request for for their IT staff. How many times has a small business owner come into the office and heard his IT guy call out, “Hey, I’m restarting the server.” It is 10AM on a Tuesday. Turns out the IT Admin installed a piece of software on the systems without getting permission or telling anyone. A simple change process can save all of these headaches.
- New User/Equipment Form – How man managers think that the IT department has an unlimited number of PCs and all the time in the world on a Monday morning to setup a person that HR made an offer to 3 weeks ago??? Haw many IT people are frustrated by the lack of planning managers have when a new person starts. Having a simple forma that is given to IT when a person accepts their offer for a PC and user account is so simple and so critical to an employee being productive on their first day. Not to mention, the employee feels they are working for a weel organized company that CARES about their productivity. There are hundreds of forms online that many colleges and government agencies use. I would recommend taking the best from those sources and develop your own.
- Support Request – IT Admin… walking down the hall and then someone grabs him. ”Hey I need you to look at my PC. I have a problem looking at this website….. It will just take a second.” 2 hours later…. The idea is to give the IT team a chance to set their priorities and organize their work by using a form and a process. A good idea is to use a ticketing system like Spice Works or Track It.
The use of these forms and some basic process behind the paperwork will instantly make your IT team more effective and provide some much needed insight into the workload of your technical staff.
