IT Glue Documentation Plan

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

New User Client Approval Tagged Contact

New User Setup Process Tagged Document
 Change of User Approval Tagged Contact
Change of User Process Tagged Document
User Termination Approval Tagged Contact
User Termination Process Tagged Document

Vendors
Vendor Information

Vendor Name Text

Application Text
Support Phone Number Text
Support Email Address Text
Support Website URL Text
Additional Contact Info Textbox
Account Number Text
Client Contacts Tag Contacts
Vendor Contacts Tag Contacts
Notes Textbox
Files Upload

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

Domain & DNS

Domain Registrar and Public DNS location

Domain Name Text

Registrar tag vendor
Name Servers TextBox
Website Host Tag vendor

Email
Email Hosting & Configuration Information

Technology SelectBox
Domain Name Text
Vendor Tagged vendor
New Account & Permission Change Approval Tagged contact
Approval Process TextBox

Disaster Recovery Plan

Disaster Recovery and Business Continuity Plan

Tag Document
Current Reviewed Date Date: last audited date
Expiration Date Date/Expiration: 6 months?

Networking
Internet/WAN
ISP/WAN links

Link Type Select Box: adsl/cable/fiber/dial up/wireless

 Locations Tagged location
SLA SelectBox
Vendor Tagged vendor
Download Speed Number
Upload Speed - Number
Modem/ONT Tagged Device

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

Locations Tagged Locations

Network Map TextBox: Embedded LucidChart

Network Device Configuration

Semi Current Configurations of Network Devices

Hostname Text: Name of device

Date Retrieved Date
File Expiration Date/ Marked as Expiration
Notes Textbox: info on any problems or notes on the
Configuration Upload
Device Tag: the device getting backed up

Network Subnet
Network Subnet & VLAN Description

Network / VLAN Name Text

Network Address Text: eg [Link]
Subnet Mask SelectBox CIDR Notation
Gateway Tag router config
DHCP Server Tag DHCP server config
VLAN ID Number
Switches Tag switch configs
Description & Trust / Scope - Textbox
Servers
Server Definitions
List of Servers with Role & Application Information

Name of Server Text

Server Tag server
Description Textbox
Type Select Box:
o Physical
o Virtual
Location Tagged Location
Server Roles Tagged Server Roles
Applications Tagged Applications
Notes Text
Outage Contacts Tagged Contacts
Downtime Approval Tagged Contacts
Downtime Approval Process TextBox

Server Backup
Server Backup Technology & Information

Name Text (Name of server)

Type SelectBox: File Level / Bare Metal
Technology SelectBox:
o CrashPlan
o Windows Server Backup
o Veeam
o Datto
o Script / Scheduled Task
Scope / FileSet TextBox: Description of what is being backed up. Breadth.
Server Tag Server Definition
Backup Confirmed Date: Current Date
Backup Expires Date, Expiration: 6 months?

Server Virtualization
Virtual Server Platform Information

Name textbox: name of server

Technology SelectBox: Hyper-V / VMWare / Other
Server tagged virtual server definition
Host Tag host physical server definition
Cluster tagged Cluster definition
Storage Technology SelectBox: Local / Direct Attached / Network SMB / Network iSCSI
Cluster / Shared Storage - Checkbox
 Storage Location TextBox: UNC Path?

Cluster / Virtualization Management

Management & Configuration info for the datacenter

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

Technology iSCSI / SMB / NFS

Device Tagged NAS
Connected Servers Tagged Server definitions
Connected Clusters tagged cluster definitions
Raw Size Number
Usable Size Number
Number of Drives Number
Size of Drives Number
RAID Level SelectBox
Management IP TextBox
Vendor tagged vendor

Server Roles
Windows Server Roles

Server Role Text

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

AD Full Name - Text

AD Short Name - Text
AD Servers - Tag servers
AD Level Select Box: List of Functional Levels

End Points
Desktops
Desktop Configurations

Laptops
Laptop Configurations

Routers
Router Configurations

Printing
Printing Configuration

Name Text Name of printer

Printer Tag Printer
Print Server Tag Server Definition
Deployment SelectBox: GroupPolicy/LoginScript/Manual/Other?
Published to AD Checkbox?
Supplies Approver Tag Contact
Supplies Process / Notes TextBox

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

Host Tag configuration (Router/server)

Technology SelectBox: ipsec, pptp, ssl, other
Installation Instructions Tagged document
AD Authentication Checkbox
AD Server Tag server definition
VPN Approval Tag contact
VPN Approval Process / Notes TextBox

End Point Update Schedules

Contact points and plans for endpoint updates

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

End Point Backups

Scope & plan for endpoint backups

Name Text (Name of endpoint)

Type SelectBox: File Level / Bare Metal
Technology SelectBox:
o CrashPlan
o Veeam
o Script / Scheduled Task
o Other
Scope / FileSet TextBox: Description of what is being backed up. Breadth.
EndPoint Tag endpoint configuration
Backup Confirmed Date: Current Date
Backup Expires Date, Expiration: 6 months?

Content Filtering Settings

Content Filtering settings

Name Text
Endpoints tagged configuration
End Point Rule Text (All end points that are not tagged in another Update Schedule)
 Scope / Description