It is not uncommon to find out that an organization has little or no documentation when it comes to their information technology.  

What we do hear is –

• What is Network Documentation?

• Why is It Important?

• What should be Included in a Manual?

• Where should the Manual be stored?

• Who is responsible for the Manual?

• Isn’t it Self Documenting?

For organizations with limited support and funds, creating and maintaining network documentation is a daunting task. Every time new software is obtained or changes are made to a network, documentation needs to be updated. However, good documentation saves money and time.   

• To begin with it provides the starting point for new information technology initiatives.

• It assists with maintaining an inventory of the hardware and software assets.

• It provides the service provider staff with information needed to fix a problem.  Instead of spending time learning how a network is configured, time can be spent providing a solution.

• Last, if a disaster occurs or your network is just plain down or sick, the documentation provides the roadmap so that the network can be rebuilt or reestablished as quickly as possible.

What is Network Documentation?

Network documentation is like an organization chart for your network. It is the blueprint of how a network is configured; how the applications and hardware work together. 

Why is Network Documentation Important?

Although network documentation assists with planning and expanding an information technology infrastructure, most people think about the need when a problem occurs. Without having workable software and hardware there is a good chance your business will not be able to function efficiently. When your network is down, productivity is normally lost and customers and clients many not be supported.

If network documentation is available, when there is a problem that needs to be resolved, a service provider can quickly obtain an understanding of your network and minimize the time to fix the problem resulting is a lower cost to you. If your business is too small for a full-time technical person but you a have a person on staff capable of providing first line support, he/she may be able to resolve the problem without contacting a service provider. The easiest way to explain why network documentation is important is to provide an example of what happens when documentation is and is not available.  

Example: Due to an environmental mishap, a router with an integrated security solution needs replacement.  The service provider purchases a replacement, but there is no router configuration documentation. Instead of taking 1.5 hours to replace the router, the entire process ends up taking about 2 days (16 hours) and 2 weeks in lapse time.  If you are using an outside service provider:

Rate               Rate

Provider Hourly Rate              $100              $150

Cost With Documentation         $150              $225

Cost Without Documentation  $1600           $2400 

Consideration also needs to be given to the

additional lost productivity costs by staff.

What should be included in Network Documentation Manual?

Every organization’s network documentation manual will have some similar items, but each will also have items that are unique to their organization.  Some basic items that should be included are:

• Visual diagram of the network layout including IP addresses

• Hardware and software inventory,

• Server (s) configuration,

• Cable mapping and patch panel diagram,

• Policies and Procedures (i.e. backup) and

• Vendor contact information.    

Administrative Accounts and Passwords for all devices need to be recorded as well and kept under lock and key.  We recommend the entire manual be stored in a secure, if not locked, location.

Where Should the Documentation be Stored?

Network documentation is never complete.  Every time a new piece of hardware or software is added to the network, the documentation should be updated. In this sense it is a “living” document.  You may want to store a soft copy of the network documentation manual on the network so that it is easy to update. Certain documents can be scanned (agreements, invoices, etc.) and added to the manual so that a soft copy is available of all necessary documents.  A copy should be printed for reference and stored for easy access by either you or a service provider.  Consideration should be given to storing a copy offsite as part your disaster recovery documentation.     

Who is Responsible to Create and Maintain the Documentation?

Reasons for lack of network documentation vary.  Many businesses do not ask for the documentation; others are not willing to pay to have the documentation created or maintained.  Further, many in the technical community claim “the system is self documenting.”  This is true only to the extent that equipment and software can be accessed.  The service provider who designed the network may not think about providing documentation, may not want to spend the time creating the documentation (it can be boring task), or assumes you will always be their customer so there is no need.   

Creating and maintaining the documentation is the responsibility of the business as well as the Service Provider.

Conclusion

If you do not have network documentation, ask your internal technical support staff or your service provider to create the necessary documentation. Create an internal procedure and/or add to a service provider’s contract a documentation update requirement.  Determine up front how much detail is to be included.  One point to be aware of it will cost money to create and maintain the necessary documentation.  If you do nothing at least create a visual network diagram.

The reality is networks change due to changes in business, periodically networks have problems, disasters occur, and technical people leave. The reality also is a business needs to continue regardless of what happens to the network or staff.  Being proactive and documenting the network provides a much needed insurance policy.