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August 20, 2009 -- I get called into potential clients' offices most frequently because something is wrong or they are not satisfied with the way their computer systems are working. Once the formalities are complete, I usually ask for their system documentation so I cn see how the system is set up and is supposed to work. Most often, i find there is no system documentation beyond what was in the heads of the previous consultants or support staff. Documentation is really boring, but having reliable documentation is the ultimate solution to the "hit by the bus" or "away on vacation" problem. When there is a crisis, documentation is critical to kick-starting a solution and in some cases to getting a solution at all. And, even if there's no crisis, but you need someone new to work on your system, documentation provides a big head start. So, what should you be asking for in documentation from your IT consultant or staff person?
To start, you need the hardware and software specs for your server(s). If you have to restore a server this information will save hours of digging through file folders. Your hardware vendor's tech can probably get the hardware fixed pretty promptly, but restoring from backup may require re-installing the operating system and backup software first. So, in addition to the Operating System and backup system software CDs or DVDs, you will need serial numbers or installation keys (see below).
Speaking of backup, you will need information about the backup processes. This should include how the backup is processed and who is responsible for taking it off site weekly. Both your process and the infromation are critical because if your facility burns down (I wish this on no one but it has happened to soemone I know.), a good backup that's off your premises will likely make the difference between reopening or not.
You also need information about all of the specialized applications you have installed. This should include what the programs are and, specifically, where and how they are installed. This information is necessary for rapidly reinstalling all your software if you need to.
While we're on the subject of re-installation, you will need the serial numbers and installation keys for all your software. Moreover, these data should be cross-labeled by computer. You don't want to have to dig through your files to find this information when you're trying to get back in business.
The other kind of information you need pertains to your network and network devices. A network diagram, with devices labeled by IP address, will greatly speed fixing problems. You will want to have contact information for your Internet Service Provider, the IP addresses of the router and of the Internet-facing (untrusted) port of your firewall.
On the inside of your network, you want the IP addresses of your firewall, your server(s), printer(s), and other devices that have fixed IP addresses. You also should have details about your workstations: They will either have fixed addresses, which should be recorded, or they will get their IP addresses from a server, which should be detailed in your documentation. (Your IT person can get that information.) You should also have the configuration details for firewalls and other networked equipment. Most firewalls will allow you to download a copy of the configuration file as a backup. You should have that and it should be printed out in your documentation. If it's not printable, someone will have to extract the configuration details from the firewall.
Last, you need a list of all administrative user ids and passwords used on the system. Do not keep these with your regular documentation. One copy should be kept in a sealed envelope in a safe on-site; another should be kept, also in a sealed envelope, at a secure off-site location.
With this information, you are ready to weather the storms of changes in IT personnel, server crashes (very rare, these days), or the other vissicitudes of fate. Good fortune.
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