The Playbook

The Pain of Documentation

One of the recurring issues we see at clients is the uncoordinated approach to documenting processes and systems:

  • People tasked with “documenting the process” are not given guidance as to how process documentation should be structured, or what should be included.
  • Documentation is developed outside of the context of a management and information model, leading to unanchored documents “floating” in the organisation
  • There is a lack of consistency between processes
  • Process documentation versions are lost in the quagmire of email

Contents of the Playbook

The Playbook is a package of web-based documentation for a typical IT shop. It consists of:

  • A Policy Framework
  • A Process Library
  • Roles & Responsibilities
  • References to COBIT 5, ISO/IEC 20000 and ITIL best practices
  • References to South African Legislation

Output from Workshops

The Playbook is used throughout our consulting workshops to record decisions and modify the process (where necessary). This then forms the basis of an integrated Management Model which may be published immediately.

The Purpose of the Playbook

The purpose of establishing the Playbook is that it becomes a reference point for all Policies, Processes, Standards, Principles, Roles & Responsibilities and other key information which will assist the IT Department to formalise operating processes.