Chapter 27 — Documentation and runbooks | Technologist Identity and access management

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Chapter 27 — Documentation and runbooks

Lesson map

Lesson 27 published. Map, example, EX079.

flowchart TD
  N0["Learning outcomes"]
  N1["27.1 Runbooks"]
  N2["27.2 Keeping current"]
  N3["27.3 Handover"]
  N4["Synthesis"]
  N0 --> N1 --> N2 --> N3 --> N4
  N4 --> EX["Worked example"]
  EX --> Q["Exercise EX079"]

Logical drawing

flowchart LR
  N0["Learning outcomes"]
  N1["27.1 Runbooks"]
  N2["27.2 Keeping current"]
  N3["27.3 Handover"]
  N4["Synthesis"]
  N0 --> N1 --> N2 --> N3 --> N4 --> Q["EX079"]

[Learning outcomes]
    |
    v
[27.1 Runbooks]
    |
    v
[27.2 Keeping current]
    |
    v
[27.3 Handover]
    |
    v
[Synthesis]
    |
    v
[Worked example] --> [Exercise EX079]

Learning outcomes

You will (1) write identity runbooks; (2) keep documentation current; (3) hand over cleanly.

27.1 Runbooks

A runbook gives step-by-step instructions for a routine task: create a joiner, process a leaver, recover an account, run a review. Kai writes one for each task in plain language with screenshots taken from a test environment, and the reason for each step. He tests each by asking the part-time IT person to follow it without help. Where she hesitates, he improves the wording. Runbooks let tasks be done consistently by whoever is on duty. Runbooks are stored where staff can reach them.

27.2 Keeping current

Documentation decays as systems change. Kai puts a review date and owner on each runbook and links them from a single index. When a system changes, the change request includes updating the runbook. He checks dates quarterly and finds two runbooks out of date after a booking system update, which are corrected. Current documentation is as important as accurate data, because staff act on what the documents say. Out-of-date runbooks are marked clearly until fixed. Owners receive a reminder. Kai keeps the index short and current so staff can find what they need.

27.3 Handover

Kai's placement will end, so he plans handover from the start: runbooks, the role table, group ownership list, scripts with instructions and the year's metrics. He walks the IT person and practice manager through each, and they run a full leaver process using only the documents while he watches. A clean handover means the improvements continue after the person who made them leaves. The handover pack is stored with the runbooks. Ruth reviews it before the placement ends. Kai also lists contacts at each supplier and the dates of upcoming reviews and renewals.

Worked example

Twelve runbooks are written and tested; two are updated after a booking system change; handover is rehearsed with a full leaver process.

Synthetic case. Runbooks and events are synthetic.

Errors and limits

Documentation that depends on one person's memory fails when that person leaves.

Exercises

EX079 — Runbook test. How did Kai test runbooks? Rubric: 3 = IT person followed them without help;; 2 = follow;; 1 = read;; 0 = none.
EX080 — Out of date. How many runbooks were outdated after the booking update? Rubric: 3 = two;; 2 = 2;; 1 = twelve;; 0 = none.
EX081 — Handover rehearsal. What was rehearsed for handover? Rubric: 3 = a full leaver process using only the documents;; 2 = leaver;; 1 = vague;; 0 = none.

Synthesis

Tested, dated runbooks and a rehearsed handover make identity work last.

Continue studying — chapter 27 of 30

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