Chapter 27 — Documentation and handover

Chapter 27 — Documentation and handover

Lesson map

Lesson 27 published. Map, example, EX079.

flowchart TD
  N0["Learning outcomes"]
  N1["27.1 What to document"]
  N2["27.2 Handover plan"]
  N3["27.3 Testing by use"]
  N4["27.4 Final check"]
  N0 --> N1 --> N2 --> N3 --> N4
  N4 --> EX["Worked example"]
  EX --> Q["Exercise EX079"]

Logical drawing

flowchart LR
  N0["Learning outcomes"]
  N1["27.1 What to document"]
  N2["27.2 Handover plan"]
  N3["27.3 Testing by use"]
  N4["27.4 Final check"]
  N0 --> N1 --> N2 --> N3 --> N4 --> Q["EX079"]

[Learning outcomes]
    |
    v
[27.1 What to document]
    |
    v
[27.2 Handover plan]
    |
    v
[27.3 Testing by use]
    |
    v
[27.4 Final check]
    |
    v
[Worked example] --> [Exercise EX079]

Learning outcomes

You will (1) document systems and controls for others; (2) prepare a handover; (3) check documentation by use.

27.1 What to document

Jamal documents what he has built and changed: network diagrams, account templates, procedures, scripts with instructions, schedules and the supplier list. Each document names an owner and a review date. Ms. Grant explains that small IT teams depend on documentation, because when one person is absent the other must manage alone. Jamal stores everything in one structured folder with an index. He asks the IT manager to review the index and confirm that nothing important is missing. The IT manager adds one item: the procedure for renewing the website certificate.

27.2 Handover plan

As his placement nears its end, Jamal prepares a handover. He lists every task he performs, how often, which document explains it and who will take it over. The technician will take most tasks; the IT manager will review results. He schedules sessions where the technician performs each task with Jamal watching, then alone. Ms. Grant notes that handover is a security control, because tasks left without owners stop. He keeps a checklist showing each task, the date it was handed over and the technician's signature.

27.3 Testing by use

During handover, the technician follows the restore test procedure and gets stuck where a server name has changed. Jamal updates the document. The technician also finds the script instructions assume knowledge he does not have. Jamal adds a short explanation. He learns that documentation is tested by the people who must use it, not by its author. After the changes, the technician follows each procedure again without help. Jamal records the date each document was tested and by whom, so later readers know it has been checked by a real user.

27.4 Final check

Jamal checks that all accounts he used are disabled or transferred, all passwords he knew are changed and his access to Riverbend systems is removed on his last day. He confirms this with the IT manager. Ms. Grant notes that departing staff and students are leavers too, and that following the leaver process for oneself sets a good example. He also returns his building access card and confirms that his name is removed from the out-of-hours contact list. The IT manager signs the leaver checklist, and Jamal keeps a copy in his notebook.

Worked example

Jamal documents his work in an indexed folder, plans a supervised handover, fixes documents after the technician tests them and confirms his own access is removed.

Synthetic case. Documents are synthetic.

Errors and limits

Documentation tested only by its author often fails other users.

Exercises

• EX079 — Handover recipient. Who takes over most tasks? Rubric: 3 = the technician;; 2 = partly correct;; 1 = other;; 0 = none.
• EX080 — Restore document fix. What was wrong in the restore procedure? Rubric: 3 = a changed server name;; 2 = partly correct;; 1 = vague;; 0 = none.
• EX081 — Own access. What happens to Jamal's access? Rubric: 3 = removed on his last day;; 2 = partly correct;; 1 = vague;; 0 = none.

Continue studying — lesson 27 (chapter 27 of 30)

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