IT Playbook

The PAE IT Playbook is a strategic document that consolidates IT policies, processes, and standards to ensure operational consistency, security, and excellence across all PAE technology operations. It provides guidance on technology management, KPI tracking, and risk mitigation, aiming to standardize workflows and align IT efforts with organizational objectives.

It outlines five core areas:

1. Purpose and Mission

The playbook defines the mission of the IT area: to ensure reliable, secure, and innovative technology solutions that support PAE’s growth and transformation. The IT team focuses on delivering efficiency, scalability, and protection of digital assets through best practices, user-centric solutions, and data-driven strategies.

2. Policies

Core policies establish how IT plans, manages, and maintains systems, infrastructure, and security. Policies cover:

• Onboarding: Access provisioning, equipment delivery, and training for new collaborators.
• Security: Vulnerability assessments, penetration testing, incident management, and website maintenance.
• Optimization: Review of software, integrations, and licenses to maintain efficiency.
• Documentation: Standards for programming and proper recordkeeping of all developments.
• Zoho Projects Usage: Proper project management, sprint planning, and issue resolution using the 5 Whys methodology.
• Helpdesk & Customer Satisfaction: Ticketing system with SLAs and post-resolution surveys.
• Access Management: Equipment and system access based on role and security level.
  

3. Processes

Clear procedures standardize IT workflows for onboarding, support, maintenance, and project management. Processes include:

• Onboarding and Training: Account setup, equipment assignment, and mentorship.
• Continuous Training: Security, software updates, and new tool adoption.
• License and Subscription Management: Renewal scheduling and cost optimization.
• Project Scheduling (Zoho): Task prioritization, sprint planning, and monthly evaluations.
• Helpdesk Management: Ticketing setup, SLA monitoring, and reporting.
• Website Updates: Weekly plugin/theme maintenance and rollback planning.
• Equipment Maintenance: Semi-annual or annual preventive diagnostics.
• Technical Debt Prevention: Code audits, refactoring, and standard enforcement.
• KPI Evaluation: Monthly tracking of IT performance and reporting to leadership.
  

4. KPIs and Performance Tracking

The playbook defines the primary IT KPIs tracked by the IT area:

• System Uptime/Downtime: Availability of critical platforms (goal: ≥99.9%).
• Support Resolution Time: Average time to resolve IT issues.
• Incident/Error Rate: Frequency of system failures or errors.
• Data Security Incidents: Threats detected and mitigated.
• Customer Satisfaction (CSAT): Internal and external user satisfaction.
• Project Success Rate: Adoption and completion of IT initiatives.
• Blocked Unauthorized Access Attempts: Security effectiveness against intrusions.
• Vulnerability Patch Compliance: Speed of resolving detected vulnerabilities.
  

5. Roles and Responsibilities

The IT structure includes five primary positions, each with defined responsibilities:

• Chief Information Security Officer (CISO): Leads cybersecurity strategy, protects data, ensures compliance with standards.
• Chief Technology Officer (CTO): Oversees IT infrastructure, external and internal systems, and drives innovation.
• Programmer Full Stack: Develops, maintains, and integrates internal and external systems; manages APIs and programming standards.
• Cybersecurity Coordinator: Implements and monitors security protocols, mitigates risks, and handles incident response.
• Tech Support: Provides technical assistance, maintains tools, and supports internal teams.