Creating mutual understanding between Users & IT lead to eliminate GAP of misunderstanding, conflicts and bind IT Objectives with Business Objectives using ITIL.
The best time to build good relationship with user once he get hired by sending an warm welcoming letter to the user describe the user credentials enclosed in attached and introduce him in IT employee Handbook, doing introduction through phone call or face to face contact will close the relationship further. This will give a good First Impression to the new user and build common a respects where there is no second chance to make first impression.

The IT handbook objective declare so clearly for all users and specially to the new hired where the organization information can be found in order to perform user his job and what are the Organization technology that’s he need to facilitate his job , and what obligations the user will be subject of.

Handbook content includes and not limited to the following content:

1- List of all the systems available in organization described by its general functionality, output and what kind of user interaction needs to operate system, data ownership (departmental), try to brief as much as you can, also The system can be organized by Important Information it stores by creating appendix at end of book e.g warehouse stock can be found in appendix under letter W and redirect you to ERP system – Module warehouse.

At end of system description there will be guidance or links/directions lead to its full manual. Introduction to The portal/intranet and organization contact of information (who is who) should be provided with priorities.

2- Brief List of all IT Services that’s the offer and how user can obtain it. (such as requesting new laptop)

3- Introduction & procedures in submitting request to IT department & to the service desk system available in organization and how he granting approvals through service desk or participate in IT change requests.

4- SLA (service level agreement) where it records a common understanding about services, priorities, responsibilities, guarantees, and warranties (describing information security how information is protected and safe) and may specify the levels of availability, serviceability, performance, operation, or other attributes of the service, such as billing

5- Important IT / User Policy and procedures, such as email & communication policy, user liability toward IT assets & system, Terms of condition using system, confidentiality and his privacy.

6- Awareness of computer threats can user avoid, such as SPAM, phishing , social engineering,

7- IT Strategy, objectives which updated frequently.

8- Accountability, rewards and recognition, such as disciplinary actions towards misusing information assets, impersonating user accounts, awards in detecting social engineering or phishing. , awards on user interaction with IT and knowledge ability of system which can be promoted as key user or Professional User as an example.

9- Awareness of Hiring and Resignation IT process, such as handing over information assets, on hiring signing the information assets liability etc..

IT employee handbook is also used as reference books which can user get back to and let him to know about organization systems so quickly, the handbook can be presented in portal/intranet for further interactive.

The Training, orientation and induction program on handbook is very important to make it a common and baseline reference for users to understand IT in the organization.

IT employee handbook defines how IT is important to the organization so if you want to highlight and define your IT department starts writing your IT employee handbook and lets users and executive appreciate what you are doing after you build good relationship with them and understand you clearly.

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Author: Ahmad Shami – http://Ahmad-shami.info (All Rights Reserved by the author).
Source: Original text (based upon first hand knowledge).
Image: © dolgachov – photodune.net
Help us to improve it: how-to, discussion.