creation of an IT service manual

[lirva101]

I have a large background in ISO for manufacturing and would like to know if there is a framework for structuring an IT department manual after ITIL practices. There are a lot of documents in my present workplace--IT department of an office products wholesale chain (head office)--so I would like to do a gap analysis of what is present and what is needed to implement ITIL practices. I know top management will have to be behind us. That is what I was used to when I was an ISO coordinator.

[Diarmid]

Lirva101,

I'm afraid you cannot really do a gap analysis against ITIL. It is not in any sense a standard. It is a set of guidance from which an organization can adapt and adopt any bits in any way it considers useful.

What you can do, but it's not quite the same, is do a gap analysis against ISO20000. There is a revision either recently or soon to be published.

Otherwise, you can follow the ITIL "philosophy" and conduct performance analyses to identify areas with room for improvement. And then you can use ITIL to inform your improvement programmes.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[DaveInSeoul]

Gap analysis might not work, but there are some pretty good ITIL assessments posted on the Internet that might help. Just Google "ITIL assessments".
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Dave Martin
ITIL v3 Expert
Ph.D (C), Information Technology