Beruflich Dokumente
Kultur Dokumente
The document describes the way in which information is acquired, stored, and linked together. The goal
is to completely and rigidly document everything IT related that applies to 85% of our clients. This
should include decent flexibility for future clients but not at the expense of the 85% rule when possible.
Items documented are primarily from the perspective of the client. Thus, internal company policies and
procedures are not always in scope.
Information Flow
Documentation Levels
Minimum
Everything highlighted in Yellow is considered required info to begin providing managed services
Fully Documented
All information here is complete
Fully Audited
All information is complete & no records are past expiration
Organization Info
Contacts
Contacts are synced between CW & ITG. They are usually initially created by User Centric
First name
Last name
Office phone
Cell phone
Email address
Locations
Default; Synced with CW
Configurations
Configurations are Core assets are synced between CW & ITG. They all hold the same layout.
1. Desktop
2. Laptop
3. Server
4. Modem / ONT
5. Network Switch
6. Router
7. Printer
8. Scanner
9. UPS / Battery Backup
10. Wireless AP
11. Wireless Bridge
12. NAS / SAN
13. DVR / Camera system
14. Time Clock
V1.1 Edits
Upon beginning to tag configurations in tickets its become clear the need for the following.
1. Internet Connection
2. Application
3. Email?
4. VPN
5. POS?
6.
Change of User
Process and Approvals for New, Changing, and Termination of Users
Vendors
Vendor Information
Vendor Hardware
Information on Vendor Hardware at the Client Sites
Name Text
Device Tagged Configurations
Vendor Tagged Vendor
Agreement textbox: Describe ownership relationship. Lease/own/rent and who supports it
Applications
Client/Server & LOB Applications
Name - Text
Version - Text
Category Select Box: List of Categories
Application Servers Tag Servers
Importance Select Box: List of levels
Business Impact Text
Associated Applications / APIs Tag applications
Primary Client Contact Tag contact (user)
Vendor Contacts Tag Vendor (flexible asset)
Licenses Tag licenses
Supporting Documentation Tag Documents
Licensing
Software Licensing - Client/Server
Manufacturer Text
Name Text
Version Text
Seats Number
License Keys Textbox
Purchase Date Date
Renewal Date Date
Additional Notes Textbox
Computers Tagged computers
Installation Media Location TextBox: UNC Path
Installation Approval Tagged contact
Installation Approval Process TextBox
Domain Tracker
Built in Domain Name Tracker in IT Glue
Email
Email Hosting & Configuration Information
Technology SelectBox
Domain Name Text
Vendor Tagged vendor
New Account & Permission Change Approval Tagged contact
Approval Process TextBox
Tag Document
Current Reviewed Date Date: last audited date
Expiration Date Date/Expiration: 6 months?
Networking
Internet/WAN
ISP/WAN links
Public IPs
Public IP Address Information
Public IP Text
Subnet Mask SelectBox CIDR Notation
Gateway Text
Device Tagged Router/Device
Connection Tagged Internet/WAN
Network Topology
Company Level Site to Site Communication
Network Subnet
Network Subnet & VLAN Description
Server Backup
Server Backup Technology & Information
Server Virtualization
Virtual Server Platform Information
Name Textbox
Technology SelectBox: Hyper-V / VMWare / Other
Design Document Tagged Document
Management Server tagged Server
Management textbox: url to management if it applies
Total Memory Number
Total CPU Cores Number (for windows licensing)
Storage Definition
List of storage devices and configuration information
Server Roles
Windows Server Roles
List of Roles
1. Active Directory
2. Application Server
3. DHCP Server
4. DNS Server
5. Fax Server
6. File & Storage Services
7. Hyper-V
8. Failover Clustering
9. DFS
10. Remote Desktop Server
11. Remote Application Server
12. Remote Access
13. Print Server
14. Web Server (IIS)
15. Windows Server Update Services (WSUS)
16. Windows Deployment Services
Active Directory
Active Directory
End Points
Desktops
Desktop Configurations
Laptops
Laptop Configurations
Routers
Router Configurations
Printing
Printing Configuration
File Share
File Share Drive & Server Information
Share Name
Server Tagged Server
Drive Letter SelectBox?
Share (UNC) Path
Local Disk Path
Permission Changes Approval Tagged contact
Approval Process TextBox
Remote Access VPN
VPN Information & Configuration
Class SelectBox
Title Description
Frequency
Patch Approval Schedule
Scheduling Contact
Change Contact
Scheduled Ticket Text
End Points tagged computers
End Point Rule Text (All end points that are not tagged in another Update Schedule)
Notes - TextBox
Name Text
Endpoints tagged configuration
End Point Rule Text (All end points that are not tagged in another Update Schedule)
Scope / Description