IT Service Desk Policy Example – Technology and Software Policies

IT Service Desk Policy Sample

In this article, we’ll look at the key elements that make up an example IT Service Desk Policy. We’ve included some starter/boilerplate information to help you get started writing this policy for your company. If you’re looking for help in setting up your policies & procedures or employee manual/handbook, our team can assist.

IT Service Desk Policy Template

The following are the main elements that should be included in your IT Service Desk Policy:

1. Title Page

• Policy Title: IT Service Desk Policy
• Company Name: The name of the organization implementing the policy.
• Policy Number (if applicable): For easy reference within the company’s policy structure.
• Version Control: Date of creation, last review, and version number.
• Effective Date: The date the policy becomes operational.
• Approval Authority: Name and title of the individual who approved the policy.

2. Purpose/Objective

• A brief statement explaining why the IT Service Desk Policy exists. This section outlines the policy’s purpose in relation to the company’s goals, regulatory requirements, or ethical standards.
• Describe what problem or issue the policy addresses.
• Example Purpose/Objective:

The IT Service Desk Policy aims to streamline the process of reporting and resolving IT issues by providing clear procedures for employees. It ensures efficient communication between users and the IT service desk, facilitating timely support and resolution of technical problems. By standardizing the approach to IT issue management, the policy enhances productivity and minimizes downtime. It also helps in tracking and prioritizing issues, ensuring that resources are allocated effectively to address critical problems. Overall, the policy supports a structured and responsive IT support environment

3. Scope

• A description of who the IT Service Desk Policy applies to (e.g., employees, contractors, vendors).
• Specify any exceptions to the policy.
• Explain departments or roles affected, if necessary.
• Example Scope:

This policy applies to all employees and departments within the company, outlining the procedures for reporting and resolving IT issues via the service desk. It ensures efficient handling of technical problems, promoting consistent communication and support. The policy covers the submission of service requests, prioritization of issues, and escalation processes. It aims to streamline IT support, enhance user satisfaction, and maintain system functionality. Compliance with this policy is mandatory for all staff to ensure a standardized approach to IT problem-solving and resource allocation

4. Definitions

• Clarify any key terms or jargon used within the IT Service Desk Policy to ensure understanding.
• Avoid assumptions about familiarity with industry-specific terminology.
• Example Definitions:

The IT Service Desk Policy outlines procedures for reporting and resolving IT issues via the company’s service desk. It defines key terms such as “service request,” which refers to any request for assistance or information, and “incident,” which is an unplanned interruption or reduction in quality of an IT service. “Priority levels” categorize the urgency and impact of issues, guiding response times. “Service Level Agreement (SLA)” specifies the expected timeframes for resolution. “End users” are employees or clients utilizing IT services, while “service desk staff” are responsible for managing and resolving issues. The policy ensures efficient communication and resolution of IT problems, enhancing overall service quality

5. Policy Statement

• A detailed outline of the IT Service Desk Policy itself, including all rules, expectations, and standards.
• It should be direct and clear so that it leaves no ambiguity about the company’s position or requirements.

6. Procedures

• Step-by-step instructions on how to implement or comply with the IT Service Desk Policy.
• Include any forms, tools, or systems that employees must use.
• Describe the responsibilities of different roles in ensuring adherence to the policy.
• Example Procedures:

To report IT issues, employees must contact the service desk via phone, email, or the online portal. Upon receiving a request, the service desk logs the issue, assigns a priority level, and provides a ticket number for tracking. Technicians are dispatched based on the priority and complexity of the issue. Users receive updates on the status of their requests and are notified upon resolution. Feedback is encouraged to improve service quality. The service desk operates during business hours, with emergency support available after hours. Regular audits ensure compliance and efficiency

7. Roles and Responsibilities

• List the roles responsible for enforcing or overseeing the IT Service Desk Policy (e.g., managers, HR).
• Define who is accountable for reporting, monitoring, and updating the policy as needed.
• Example Roles and Responsibilities:

The IT Service Desk Policy outlines the responsibilities of both users and IT staff in managing IT issues. Users must report problems promptly using the designated service desk channels. IT staff are responsible for logging, prioritizing, and resolving these issues efficiently. They must also communicate status updates and resolutions to users. The policy ensures that all IT incidents are tracked and managed systematically, promoting accountability and continuous improvement. Additionally, IT staff must maintain documentation and adhere to established procedures to ensure consistent service quality

8. Compliance and Disciplinary Measures

• Outline how compliance will be monitored or enforced.
• Describe any consequences or disciplinary actions for failing to follow the policy, including the escalation process.

9. References and Related Documents

• Include links or references to any laws, regulations, or company guidelines that support the IT Service Desk Policy.
• Reference related company policies that connect or overlap with the document.

10. Review and Revision History

• State the review cycle (e.g., annually, biannually) and who is responsible for reviewing the IT Service Desk Policy.
• A history section that lists all revisions made to the document, including dates and reasons for changes.

11. Approval Signatures

• Signature lines for key decision-makers who have authorized the policy (CEO, department head, HR manager).

12. Appendices or Attachments (if needed)

• Additional information, FAQs, or case examples to provide more context or clarify how the IT Service Desk Policy applies in specific situations.
• Any relevant forms or templates employees need to complete.