How do you update and maintain system documentation and reporting throughout its lifecycle?
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Establish a baseline for each document and report. A baseline is a version of a document or report that has been reviewed, approved, and archived by the relevant stakeholders. It serves as a reference point for future changes and comparisons. To establish a baseline, follow a document and report management process that defines the roles, responsibilities, formats, standards, tools, and procedures for creating, reviewing, approving, storing, and retrieving the documents and reports. Assign a unique identifier — such as a name, number, or date — to each baseline document and report.
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Creating baselines is crucial, maintaining them is even more crucial. Baselines should should be scanned for regularly usuailly on par with vulnerability scanning. While there are circumstances for deviating from a certain control, the decision is ultimately the baselines owner and the deviations reasons need to be documented with evidence.
Monitor the changes that occur in the system during and after the deployment. Changes can be triggered by various factors, such as user feedback, bug fixes, feature enhancements, security updates, or compliance requirements. To monitor changes, use a change management process that defines the scope, impact, priority, approval, and implementation of the changes. Use a change tracking tool — such as a spreadsheet, database, or software — that records the details, status, and history of the changes.
Update the documents and reports according to the changes that have been approved and implemented. Updating the documents and reports means modifying the content, structure, format, or style of the documents and reports to reflect the current state of the system. To update the documents and reports, follow the same document and report management process that you used to establish the baseline. Ue the same document and report creation tools — such as word processors, spreadsheets, or software — that you used to create the baseline.
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Ensure the documents and reports accurately reflect the approved and implemented changes by updating their content, structure, format, or style. Follow the established document and report management process, utilizing familiar creation tools like word processors, spreadsheets, or dedicated software. Consistency in approach will maintain clarity and coherence across the updated materials, aligning them with the current state of the system.
Review and approve the updates that have been made to the documents and reports. Reviewing and approving the updates means verifying that the documents and reports are accurate, complete, consistent, and compliant with the standards and requirements of the project. To review and approve the updates, follow the same document and report management process that you used to establish the baseline. Involve the same document and report reviewers and approvers — such as users, developers, testers, managers, or clients — that you involved in the baseline.
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Thoroughly review and approve all updates to ensure accuracy, completeness, consistency, and compliance with project standards and requirements. Utilize the established document and report management process, involving the same reviewers and approvers as in the baseline phase. This ensures alignment with project objectives and maintains quality across the updated documentation.
Archive the updated versions of the documents and reports. Archiving the updated versions means storing them in a secure and accessible location, such as a file server, cloud service, or repository. Archiving the updated versions helps you preserve the history, traceability, and accountability of the documents and reports. To archive the updated versions, follow the same document and report management process that you used to establish the baseline. Assign a new unique identifier — such as a name, number, or date — to each updated document and report.
Communicate the updates to the relevant stakeholders. Communicating the updates means informing them about the changes that have been made to the system and how they affect the documents and reports. Communicating the updates helps you ensure that the stakeholders are aware of the current status, functionality, performance, and maintenance of the system. To communicate the updates, use various communication methods, such as emails, newsletters, presentations, or webinars.
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Knowledge Management defined in ITIL v4 is the central process responsible for providing knowledge to all other IT service management processes, which can be applied throughout the organisation. A central repository of information so all staff can access it, whether as a consumer of a service or provider that can easily be updated by all. A central login for access to the information that can be kept secure. Software developers are familiar with Github, project managers / product owners may be familiar with Atlassian Confluence, and Service Managers, Service Now. I'm sure other professionals have their own repositories of information, i.e., Academics - EThOS. Without a central repository of information - chaos ensues!
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