Subject: RE: ITIL
From: Rose -dot- Wilcox -at- aps -dot- com
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 9 Jun 2004 13:47:03 -0700

Anthony wrote:
"I have searched in the archives and Googled, so I know ITIL is the IT
Infrastructure Library, but I would like to hear how this standard
affects your work as a tech writer. (I could not find any references to
it in the TECHWR-L archives.) Do you adhere to ITIL in your company? Why
does your company use it and how?

This is not only directed at Rosie, but everyone else as well."

Here our IS department used ITIL to help standardize processes
throughout all IS. We don't adhere to it as much as we have used it as
a framework to develop all our processes.

The way it affects my work as a technical writer is that it provides
process to the entire department I work in. The post you quoted was in
regards to Requirements writing. I also document processes and
procedures for the entire IS department. Understanding the various
frameworks we are working with provides me the context in which to place
not only the documentation I create (terminology, assumptions, etc.) but
also how to interact to obtain the results I want (quality
documentation, customer satisfaction).

Rosie Wilcox

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