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ITIL :: View topic - creation of an IT service manual
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creation of an IT service manual

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Joined: Jan 17, 2011
Posts: 1
Location: Canada

PostPosted: Tue Jan 18, 2011 1:15 pm    Post subject: creation of an IT service manual Reply with quote

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.
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Wed Jan 19, 2011 12:31 am    Post subject: Reply with quote


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.
"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
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Joined: Feb 25, 2011
Posts: 14
Location: Seoul, South Korea

PostPosted: Sat Feb 26, 2011 10:04 pm    Post subject: Reply with quote

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