Document to Protect Your IT Investment

Originally appeared in NAPL's Tech Trends Newsletter, Summer 2004. Page 10.

Print service providers are becoming more and more dependent on information technology (IT), yet many companies fall short when it comes to documentation—a costly oversight that could wreak havoc with a company’s systems.

by Chuck Gehman

Many graphic communications have surprisingly little documentation for the mission critical information technology (IT) systems they use to run their businesses. The reason is simple: Documentation is a time-consuming process so it’s much easier (at least in the short-term) not to do it.

Also, many IT departments are asked to do too much with too few resources, so tasks that aren’t time-critical tend to fall by the wayside. Then, too, many managers want their IT staff to concentrate on developing and installing new systems, no documenting existing ones.

However, documentation is critically important to maximizing a company’s IT capabilities over the long-term, and company managers should learn to make it a part of the overall IT process. Documentation more than pays for itself when a company’s IT expert goes on vacation or finds another job.

If nothing is documented, the employee may spend hours trying to determine how your company’s systems work. Or attempting to find a solution to a problem that’s already been fixed—but no one can remember how!

How a company records its systems information depends on the amount of documentation required and the resources available. Some companies find that simply handwriting information into a notebook fills their needs, while others use spreadsheet programs such as Microsoft Excel or database programs like Microsoft Access. Whatever approach a company uses, it should include the following information in its documentation records:

- Serial numbers and contact information for technical support. Keep copies of all purchase information on hand. There’s nothing more frustrating than trying to find registration information or receipts for hardware and software, and the telephone numbers of support contacts when you are in the middle of a crisis.

- A diagram of the network infrastructure. An organization’s network is generally in a constant state of change, so it’s essential for companies to document how their networks are configured. Consider using one of the software programs designed for network documentation, like Microsoft Visio.

Log All Changes
Some of the most common problems in IT infrastructures arise from the network servers, cabling and associated equipment, so keep logs of all network equipment, indicating any repairs or changes made to configurations, and when various components are scheduled for service. Also include contact information for cabling and Internet suppliers.

- Installation logs. Establish an installation log and checklist for each workstation or server. If several computers will have identical configurations, develop a formal installation checklist to help ensure that each configuration complies. Include the options chosen when the operating system and software were installed, and information about the hard disk, RAM, processor type and speed.

- Change logs. Undocumented changes can cause major headaches, so document every change made to your company’s IT infrastructure.

- Error/event logs. Document problems, errors, power outages. For example, noting that every time a particular machine boots up, the user has to press the reset key to reach the desktop, can help spot the kind of trend that maintenance alone won’t fix. This kind of log can also help IT staff identify equipment that needs to be replaced before it crashes resulting in data loss, downtime or dissatisfied customers because a deadline is missed.

- Maintenance logs. These records serve as reminders to perform regular preventive maintenance (such as running anti-virus software on a server, or defragmenting the hard drive) and as a record that needed maintenance was performed.

However a company decides to create, maintain and store its documentation, it’s important to periodically create a copy of the information and store it offsite. This practice ensures that—should a problem arise with the company’s facility—there will be a record of all equipment, software and configurations—as well as a roadmap for putting it all back together if need be.