I'd like to address your enquiry by splitting it into 2 parts. Policies are not the same as procedures. Policies give boundaries on what employees can or cannot do, while procedures describe how things are done.
Typically policies are generallythe same for users as they are for technicians, ie neither users nor techs can surf for porn, send hate mail, forward offensive jokes, etc. Policies are intended to guide all staff. This is often an HR function, but certainly IT should be includedin developing them. For policies, talk to your HR people and if you don't have an HR department, then talk to senior management about the needs of your organization.
The second issue is procedures. My last company had both a policy manual for all employees, plus a specific procedures manual for each department. The procedures manual described how things got done, who did them, when, who is responsible, how to request services, expectations, etc.
You could simply start by listing what your employees are each responsible for, what services they provide, and how other departments can use their services. It doesn't have to be too complex, but it definitely should be clear and understandable. Keep techno jargon out.
Remember that for a procedures manual, your target audience are non-technical people who, for instance, might want to find out what to do to get some new software installed, or have a new development project in mind.
As this is my first tech answer, I'm not entirely sure if I'm allowed to say this (it wasn't addressed in the FAQ) but my consulting service provides help with epolicies, or policies relating to email, web surfing, file sharing, etc. Please feel free to contact me and I would be happy to helpyou further.
