Some companies used to abhor instant messaging on company time and with company property. In fact, it was probably a violation of policy and might have resulted in some form of discipline for that employee.
However, that attitude towards instant messaging has changed for many businesses. It is now an integral part in communication with co-workers and colleagues on a daily basis. It's sound strategy to put an IM security policy in place so that users won't abuse IM and to prevent any company vulnerabilities from being manipulated.
Info-Tech Research Group has uploaded an IM Security Policy that serves as a template for creating guidelines for IM use. This policy template allows users to establish a control mechanism for official use of IM, delineate the role of IT in security policy compliance, create guidelines for employee use of IM, and describe expectations for business unit oversight of IM usage by employees.
Info-Tech also uploaded an Internal Service Level Agreement. This document will help users manage expectations and meet realistic goals when making a contract between the company and an end user.
A Designing Service Agreements PowerPoint presentation, uploaded by Everest Research Group, also is available on the Knowledge Network.