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Develop Infrastructure & Operations Policies and Procedures

Document what you need to document and forget the rest.

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  • Carole Fennelly, Owner, cFennelly Consulting
  • Marko Diepold, IT Audit Manager, audit2advise
  • Martin Andenmatten, Founder & Managing Director, Glenfis AG
  • Myles F. Suer, CIO Chat Facilitator, Boomi
  • Peter Sheingold, Portfolio Manager, Cybersecurity, Homeland Security Center, The MITRE Corporation
  • Robert D. Austin, Professor, Ivey Business School
  • Ron Jones, Director of IT Infrastructure and Service Management, DATA Communications
  • Scott Genung, Executive Director of Networking, Infrastructure, and Service Operations, University of Chicago
  • Steve Weil, CISSP, CISM, CRISC, Information Security Director, Cybersecurity Principal Consultant, Point B
  • Tony J. Read, Senior Program/Project Lead & Interim IT Executive, Read & Associates

Your Challenge

  • Time and money are wasted dealing with mistakes or missteps that should have been addressed by procedures or policies.
  • Standard operating procedures are less effective without a policy to provide a clear mandate and direction.
  • Adhering to policies is rarely a priority, as compliance often feels like an impediment to getting work done.
  • Processes aren’t measured or audited to assess policy compliance, which makes enforcing the policies next to impossible.

Our Advice

Critical Insight

  • Document what you need to document and forget the rest. Always check to see if you can use a previously approved policy before you create a new one. You may only need to create new guidelines or standards rather than approve a new policy.

Impact and Result

  • Start with a comprehensive policy framework to help you identify policy gaps. Prioritize and address those policy gaps.
  • Create effective policies that are reasonable, measurable, auditable, and enforceable.
  • Create and document procedures to support policy changes.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should change your approach to developing Infrastructure & Operations policies and procedures, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Identify policy and procedure gaps

Create a prioritized action plan for documentation based on business need.

Guided Implementations

This guided implementation is a five call advisory process.

Guided Implementation #1 - Identify policy and procedure gaps

Call #1 - Assess current policies, operational challenges, and gaps.
Call #2 - Mitigate significant risks.

Guided Implementation #2 - Create and review policies

Call #1 - Modify and review policy templates with an Info-Tech analyst.

Guided Implementation #3 - Create and review procedures

Call #1 - Workflow procedures, using templates wherever possible.
Call #2 - Review documentation best practices.

Onsite Workshop

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Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Identify Policy and Procedure Gaps

The Purpose

Prioritize policy and procedure gaps in order to align documentation efforts with business requirements.

Key Benefits Achieved

Streamline the documentation effort while still meeting business requirements.




List and review current-state pain points in Infrastructure & Operations processes.


Identify gaps and pain points that can be addressed through policy/ procedure documentation.


Prioritize documentation tasks based on documentation value, risk mitigation, and ease of implementation and enforcement.

  • Documentation action item list.

Module 2: Develop Policies

The Purpose

Adapt policy templates to meet your business requirements.

Key Benefits Achieved

Draft policies and assign policy management roles and responsibilities.




Create the top 4-6 policies using Info-Tech templates.

  • 3-5 final-draft policies.

Review policies with stakeholders.

  • Roles and responsibilities for policy maintenance.

Prepare policies for approval.


Define policy maintenance roles and responsibilities.

Module 3: Document Effective Procedures

The Purpose

Improve policy adherence and service effectiveness through procedure standardization and documentation.

Key Benefits Achieved

Prioritize and document procedures that support effective Infrastructure & Operations programs.




Identify high-priority policies to formalize and document.


Review the principles of tabletop planning: what is it and how does it work?


Outline high-level procedure workflows.

  • Draft SOP workflows.

Member Testimonials

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After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.




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