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WEB DEVELOPMENT AND DATABASE

ADMINISTRATION
LEVEL – I
Learning Guide #1
Unit of Competence: Maintain Inventories of Hardware and
Software and Documentation
Module Title: Maintain Inventories of Hardware and
Software and Documentation
TTLM Code: EIS WDDBA1 05 1221

LO1: Document and Update Inventory

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Author: WDDBA DEP’T
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Training, Teaching and Learning Materials Development

Instruction LO1- Document and Update Inventory

This learning guide is developed to provide you the necessary information regarding the
following content coverage and topics –

 Defining asset and inventory items

 Maintaining a hardware inventory
 Maintaining a software inventory
 Maintaining inventory data

This guide will also assist you to attain the learning outcome stated in the cover page.
Specifically, upon completion of this Learning Guide, you will be able to –

 Maintain hardware inventory that creates a profile or description of each piece of equipment
 Maintain and update Software inventory and licenses, as required, particularly when upgrading
software.
 Record and organize storage of user documentation or technical manuals.

Learning Activities

1. Read the specific objectives of this Learning Guide.

2. Read the information written in the “Information Sheet 1”.
3. Accomplish the “Self-check 1” in page 5.
4. Submit your accomplished Self-check 1. This will form part of your training portfolio.
5. Read and Perform the “Operation Sheet 1” in page 6.
9. If you earned a satisfactory evaluation proceed to LAP Test.
However, if your rating is unsatisfactory, see your teacher for further instructions.
10. Do the “LAP test” in page 10 (if you are ready) and show your output to your teacher.

*Your teacher will evaluate your output either satisfactory or unsatisfactory. If

Unsatisfactory, your teacher shall advice you on additional work. But if satisfactory

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 Information Sheet – 1 Defining asset inventory items
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You can proceed to the next topic.

Defining asset and inventory items

An inventory is basically a detailed list of items. How assets and inventory items of a company should be
treated will ordinarily form part of the organisational guidelines. A company item will be defined as either an
asset or inventory item, that is, not all items will be recorded in an inventory. For example, an expensive laser
printer would not be placed in the inventory but will be placed in the asset register of the organisation.
Consumables, such as printer cartridges, would be placed in the inventory as ‘consumables’. Some inventories
allow for asset numbers to be recorded with the data of an inventory item to allow that item to be associated
with a specific asset.

A sample inventory database

Throughout this resource we will be using an inventory database called SerialReg.

Here are a few screen shots of the database dialog boxes.

Figure
1: The

SerialReg initial dialog box

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Author: WDDBA DEP’T
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Training, Teaching and Learning Materials Development
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Training, Teaching and Learning Materials Development
Figure 3: You can
create, edit, preview
and print reports of
inventory items

Self Check 1 Written Test

Name:____________________ Date:_________________

Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

 An inventory should be maintained:

____ Weekly

____ According to organization guidelines

____ Monthly

____ Yearly

 Information technology inventory applies to:

____ Software

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 Maintaining a Hardware Inventory
Operation Sheet – 1 Maintaining a Software Inventory
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Maintaining a inventory data
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____ Hardware

____ Software and Hardware

____ Software, hardware and technical manuals

Note: Satisfactory rating – 18 points above / Unsatisfactory - below 18 points. You can ask you teacher for
the copy of the correct answers

Maintaining a hardware inventory

There is a very large array of hardware that can be used in a computer network. There are CPUs, hard drives,
network cards, printers, routers, monitors, video cards and cables, just to mention a few. There are also many
options within each of these broad categories.

Depending upon the organisational decisions that are made regarding the variety of devices that will be used on
the network, the detail of inventory items can be simplified or become extremely complex. It is not your job to
choose the method of inventory but to maintain the inventory. The amount of detail you put into the descriptors
of individual items may well be your choice. It is critical that enough detail be included to clearly identify the
class and capacity of items, but not too much detail to slow the inventory search devices and increase the
storage capacity required.
Technical manuals form an integral part of the management of the hardware devices and should, therefore, be a
main part of the inventory entry. For example, with modern hardware devices the manuals are often placed on
an accompanying CD in perhaps a PDF file. Details and location of the CD may form part of the inventory item
data. A decision might be made to print a hardcopy of the manual or in another instance a manual might be
supplied. The locations of these hard copies should also appear as part of the inventory item data.

Reflect

Upgrades of drivers and firmware are an important part of maintaining the efficacy of computer hardware. This
is software isn’t it? Where do you think it belongs in an inventory?

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Feedback

Some software, such as Basic Input Output System (BIOS), is embedded within an integrated circuit. This is a
special kind of software for hardware, ie somewhere between hard and soft, called firmware. Other devices
such as network and video cards, printers and scanners, for example, require a special kind of software called
device drivers to instruct the devices how to interact with the operating system.
It is now more common to download drivers and firmware upgrades or ‘flashes’ from the Internet and, as a
consequence, there is little documentation, CDs or packaging. However, drivers and ‘flashes’ are not software
in the general sense and should be treated as a component part of hardware. Inventory details should include
any upgrades and driver changes, where the drivers may be found on the computer network or where they may
have been saved to CD, for example. All hardware devices of the same maker and series should be upgraded in
the same way and duly noted in the inventory.

Figure 4 shows how a 3 Com network card installed in an accounting department PC of XYZ type, designated
AD-43, could be maintained.

Figure 4: Inventory
entry of a 3 Com
network card

Maintaining a software inventory

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Software is classified into two broad classes: operating system software and application software. Application
software is further broken down into sub-classes such as office, database, software development and so forth.
Many types of application software are written to run on specific operating system platforms. Microsoft Office
XP will not run on a Linux platform unless you have installed a Windows emulator. Therefore the inventory
might need to be segregated by platform. This is not your problem as you are only required to maintain an
inventory not create one. However, you should be aware of the ramifications of accurately maintaining an
inventory.
Detailed definition of the types of application software may need to be sought from a supervisor. For example,
are database and spreadsheet application software going to be place in the same categories or are the various
packages of Microsoft Office, eg Word, Excel, PowerPoint, going to be placed in the same sections because
they are part of the Office suite? On the other hand, application software may be classified by the process it
performs. Different versions of application software offer different or improved features; in most cases they are
designed to work with a particular operating system. Are these versions going to be separated or not?
Depending on the organisational guidelines, you may or may not be required to make these decisions.
User documentation is an important and necessary resource for the productive use of a software application
package. The amount of user documentation will depend upon the nature of the user licensing. Some years ago,
commercial entities complained to software developers that too much user documentation was distributed to a
business when multiple copies of the software were purchased. The concept of site licensing was introduced.

Reflect

Should you record application software user documentation in a software inventory, and if so how should you
do this?

Feedback

For a large number of user licences there is a small amount of user documentation because every user does not
require the user documentation simultaneously. It is, therefore, important that the user documentation be
adequately detailed in an inventory to comprehensively detail where the documentation is stored, to what device
it applies, the
version number
and if the
documentation is
subject to
upgrade detail.
Figure 5 shows
an entry for
Microsoft
Windows XP.

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 PARKLAND COLLEGE
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Figure 5: Entering details for Microsoft Windows XP operating system software

Maintaining inventory data

We have discussed what data should be entered into an inventory, what extent of detail should be required, and
defined the inventory differences between software and hardware requirements. Now we must consider how
much data is enough, and when data should be updated. In any inventory system it is critical that the integrity of
the data be evaluated from time to time to ensure that the data is current and valid.

Reflect

A network is a dynamic and complex system of hardware and software items and constantly subject to change
— the speed of change being determined by organisational, statutory, security and currency needs. When should
data from an inventory be updated, archived or deleted?

Feedback

As long as a single piece of hardware or software remains in use in a network then the item details should not be
deleted from the inventory, but a decision may be made to archive the details. It is therefore important that the
people maintaining the inventory have a good knowledge of what is used on the network. Therefore, at the time
of regular hardware and software audits it might be prudent to cull the data held in the inventory by archiving
and deleting redundant items where necessary.
Figure 6 shows that existing details can be edited. You can add or delete records to maintain the inventory
items.

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Training, Teaching and Learning Materials Development

Figure 6: Editing existing

details, adding or deleting
records

Summary

We began with defining asset

and inventory items and then
moved on to how to maintain a
hardware inventory, where we
have to consider the depth of
detail required. Next we
explored how to maintain a
software inventory where
software is not owned but a
licence is obtained to use that
software under certain conditions. As the content of an inventory is useless unless it can be shown to be current,
factual and easily stored and retrieved, it is crucial to maintain or update all inventory data.

Lap Test Practical Demonstration

Name: _____________________________ Date: ________________

Time started: ________________________ Time finished: ________________

Instructions: You are required to perform the following individually with the presence of your teacher.

Activity 1: Your employer has decided to utilize wireless communications in the head office to maximize the
portability of laptop computers being used. The wireless access point device chosen is the Netcomm NP5400

 Suggest the fields that will be required to adequately detail an inventory for this device.

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 Your teacher will evaluate your output either satisfactory or unsatisfactory. If

unsatisfactory, your teacher shall advice you on additional work. But if satisfactory, you can proceed to
the next topic.

yes

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Author: WDDBA DEP’T
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PARAMED COLLEGE

INFORMATION TECHNOLOGY
SUPPORT SERVICE
Level I

Learning Guide #2
Unit of Competence: Maintain Equipment and Software
Inventory and Documentation
Module Title: Maintaining Equipment and Software
Inventory and Documentation
LG Code: ICT ITS1 M05 LO2-2
TTLM Code: ICT ITS1 TTLM1 1011

LO2: Store Technical Documentation

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Instruction LO2- Store technical documentation

This learning guide is developed to provide you the necessary information regarding the
following content coverage and topics –

 Storage
 Stock and inventory
 Accessing stock and inventory systems and recording information
 Stock rotation and disposal of used consumables
 Skills for handling equipment.
 Documents and their necessary attributes
 Organizing documentation
 Storing documentation
 Document control and distribution.

This guide will also assist you to attain the learning outcome stated in the cover page.
Specifically, upon completion of this Learning Guide, you will be able to –

 Take action to ensure software, hardware and equipment not in use, stored in a manner as
recommended by technical manuals.
 Store securely technical documentation.
 Access and disseminate technical documentation as required by clients.

Learning Activities

1. Read the specific objectives of this Learning Guide.

2. Read the information written in the “Information Sheet 1”.
3. Accomplish the “Self-check 1” in page 6.
4. Submit your accomplished Self-check 1. This will form part of your training portfolio.
5. Read the information written in the “Information Sheet 2”.
6. Accomplish the “Self-check 2” in page 9.
7. Submit your accomplished Self-check 2. This will form part of your training portfolio
8. Read and Perform the “Operation Sheet 1” in page 10.
9. Read the information written in the “Information Sheet 3”.
10. Accomplish the “Self-check 3” in page 14.

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11. Submit your accomplished Self-check 3. This will form part of your training portfolio
Read the information written in the “Information Sheet 4”.
12. Accomplish the “Self-check 4” in page 18.
13. Submit your accomplished Self-check 4. This will form part of your training portfolio
Read the information written in the “Information Sheet 5”.
14. Accomplish the “Self-check 5” in page 21.
15. Submit your accomplished Self-check 5. This will form part of your training portfolio
16. Read and Perform the “Operation Sheet 1” in page 22.
17. Read the information written in the “Information Sheet 6”.
18 Accomplish the “Self-check 6” in page 27.
19. Submit your accomplished Self-check 6. This will form part of your training portfolio.
20. If you earned a satisfactory evaluation proceed to LAP Test.
However, if your rating is unsatisfactory, see your teacher for further instructions.
21. Do the “LAP test” in page 21 (if you are ready) and show your output to your teacher.

Information Sheet – 1 Storage

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*Your teacher will evaluate your output either satisfactory or unsatisfactory. If

Unsatisfactory, your teacher shall advice you on additional work. But if satisfactory
You can proceed to the next topic.

Storage

Storage basics

Equipment not being used should be stored. It may be new hardware and software in boxes, or loose parts, or
sensitive materials that need to be stored securely until installed or needed. Valuable items such as memory
chips or original software copies may need to be locked in a safe.
An IT store can hold new hardware, spare parts, repaired equipment, extra copies of software, daily and weekly
backup copies of files as well as memory chips. It can also hold redundant devices such as printers, modems,
cables and tools. While the IT department may also keep contracts, licences and other documents, some
companies prefer to keep such documentation in their Legal department (if there is one).
IT equipment is often delicate and expensive. The environment for IT hardware and software storage should be:
 lockable
 dust-free
 static-resistant
 safe from water and humidity
 well ventilated and lit
 at a constant temperature
 separated from other perishable stores.

Guidance from technical manuals

Most IT equipment is fragile and should be handled with care — it can be damaged if not packed correctly in
storage. The technical manual that companies equipment will often advise on packing and storage.
It is also advisable to access the website of the manufacturer. Often they update information about equipment on
their website, or add additional information on packing and disposing of computer consumables and equipment.
Information from technical manuals needs to be recorded in the inventory for all stock (in storage or being used)
such as the expected lifetime of the product. Printer manuals, for instance, will state how many pages can be
printed before the toner cartridge or developer needs replacing. Packed and unopened toner cartridges can be
kept for quite some time, but developer has a more limited shelf life.

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Storing components, software originals and documentation

All information about storing components can also usually be found in technical manuals. Generally, sensitive
components will be stored as follows.

Memory chips

Each memory chip should be placed in a foam-protected, anti-static bag. Each bag is then placed in an
individual box or in a larger box that will have separate slots for each chip. Memory was once very expensive
and always stored in a safe — however, as the cost of memory has fallen, memory is often stored alongside
other components.

Expansion cards, motherboards and other spares

Expansion cards also must be placed in anti-static bags and each bag then placed in an individual box or in a
larger box that will have separate slots for each card. This box is then stored in the storeroom, with care taken, if
the box is cardboard, not to place other equipment on top of it. Motherboards and other spares should be kept in
boxing so that they are not stacked on one another and also to avoid dust building up.

CD-ROM drives and hard disks

CD-ROM drives are stored in stacks on a shelf in the storeroom. An obvious caution to take is that the stack is
not too high, as it may topple over. Hard disks should be placed in foam-protected anti-static bags. Each hard
disk needs to be stored in an individual box. The boxes can be placed on top of each other in stacks (again, not
too high).

Software originals

When an organisation purchases software, copies need to be made of all disks. Installation of the software
should be carried out with the copied disks and not the original. This ensures the security of the original disks,
and if there are any problems with the copied disks another copy can be made. The original disks need to be
stored in a secure place such as a safe and preferably off-site — as a form of assurance against any problems
within the building, such as flooding from heavy rain or fire damage.

Documentation

Documentation, including manuals that come with hardware and software, needs to be stored correctly. Some
manuals may need to be kept with the relevant computers if they are used regularly. Generally, manuals are kept
in a storeroom or IT library (which may be in the same place). They are only used at times of installation and
later on for troubleshooting. They should be indexed in the inventory and labelled clearly on shelves or in
cabinets. Documentation such as licensing should be recorded and stored in a safe area, such as a locked filing
cabinet. As mentioned, in some larger companies, it may be kept the legal department or in a safe.

Minimizing wastage
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Poor storage can lead to costly wastage.

Self Check 1 Written Test

Name:____________________ Date:_________________

Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

 What is the term for a list and description of stock that includes the date of purchase and location,
among other information?

____ Inventory

____ Predictive maintenance system

____ Stock-take report

____ Receipt files

 A company has deemed a computer to be out of date. They want to salvage any parts that can be re-
used to either replace damaged components or increase performance in other computers. The parts
removed are the hard disk, memory module, network card, CD-ROM drive and ribbon cable. All
documentation and manuals are with the computer. How would you store these components?

Note: Satisfactory rating – 18 points above / Unsatisfactory - below 18 points. You can ask you teacher for
the copy of the correct answers

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Author: WDDBA DEP’T
 Information Sheet – 2 Stock and Inventory
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Stock and inventory

Stock describes the goods that an organisation currently holds. For example, if an organisation makes
computers, they need to keep a stock of hard disks, system boards, network cards, monitors, cabling and so on.

A person checking stock

Inventory is a list of what you actually have, and a description of it. For example, when you insure the contents
of your house you are usually asked to perform an inventory of the contents, in order to calculate how much to
insure it for. Organisations need to keep track of how much stock they have — so that they don’t run out of
stock, as well as for insurance reasons. In addition, once a year all items may be counted manually to make sure
that the computerised stock-control records correspond with what is actually on the shelves, a process known as
stock taking.

Why do we need stock control?

Stock control is an important part of running a business efficiently. If your stock runs out, customers may not
receive their goods when they want them or when you had promised. If this happens, you may well lose
customers. If they tell others about their experience, your organisation might even gain a bad reputation.

The need for procedures for inventory control

To make sure you never run out of stock, you need a good way of managing it. In order to do this, you need an
inventory-control system (sometimes called a stock-control system) that tells people how to obtain items from
stores. These procedures are needed:
 to make sure that theft of stock doesn’t occur
 so that information about the stock taken from stores is entered correctly into the inventory system.

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Computerized inventory-control systems

Computerised inventory-control systems, like any computer system, rely on the correct information being
entered into them. They are only as useful as the data that is fed into them. Therefore, it is important that when
stock is reordered or used, it is always entered into the system.

Stock levels
Inventory-control systems are used to maintain an optimum level of stock. Some companies use a system called
just-in-time. This means that they keep minimal stock and then they order more just before, or as, it is needed.
This only works if you have reliable suppliers who deliver on time and at short notice.
An alternative to a just-in-time system is to keep large quantities of everything. This isn’t practical, because you
don’t want to tie up a lot of money on goods that are sitting on a shelf waiting to be used or sold. In the IT
business, it is even more important not to keep excess stock, because a disk drive or PC or network card you
buy today could become obsolete or superseded in a short time. What most organisations do is try and keep
stock levels as low as possible, so that they have enough stock for the usual demand and a little extra to cover
extraordinary needs.
One of the benefits of having a computerised system is that you can set different reorder levels for different
stock items, and the system will automatically order new stock when the reorder levels are reached.

Self Check 2 Written Test

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 Operation Sheet – 1 Accessing stock and inventory control
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Name:____________________ Date:_________________

Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

 The need for procedures for inventory control

 Why do we need stock control?

Note: Satisfactory rating – 18 points above / Unsatisfactory - below 18 points. You can ask you teacher for
the copy of the correct answers

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Author: WDDBA DEP’T
PARKLAND COLLEGE
Training, Teaching and Learning Materials Development
Accessing stock and inventory control

Entry of data into an inventory system may be done by either a stores person, an operator or a clerk who
receives the information in a stock request or requisition form (generated by people needing more stock), or via
delivery notes (from stores when new stock arrives). In the case of large supermarkets, when a purchased item
is scanned at the checkout, the inventory system reduces the number of items in stock automatically by one.
If you need to enter a stock movement into a computerised inventory, you will probably just need to enter the
item number or name, the amount of stock used or returned, and where it was used or taken from. All the other
details, such as your name and the date, will be filled in for you. If you have a paper-based system, you will
have to fill out all these details. Usually, this will be in duplicate or triplicate, with one copy going to the stock-
control section, one kept by you, and one possibly being left in the book. The procedures for doing this will
vary from one organisation to another.

Level of inventory

Factors that can influence the level of inventory, or the number of any item held in store, include:
 Operational needs: The company may be expanding or reducing in numbers of people, or the amount
of business it does.
 Shelf life: Some items including software have a use-by or expiry date.
 Delivery: How long it takes to get an item from the supplier; the longer it takes to deliver, the more
items that have to be kept in store to protect the organisation from delays.
 Installation: How fast a product can be installed; if quickly, there needs to be an adequate supply to
keep up with the number of installations.
 Costs: How much money is available to invest in stock not actually being used? How much money is
available to rent storage space?
 Storage capacity: How much room is available?

Store room design, layout, location and security

The size and use of storerooms for IT will differ between organisations. Factors that can influence decisions
about IT storerooms include:
 the size and complexity of the IT system or network
 money and space available for building space and fittings
 policies on delivery from suppliers and distribution to clients
 location of the IT functions in relation to the rest of the organisation
 future plans for expansion.

Design considerations

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Author: WDDBA DEP’T
PARKLAND COLLEGE
Training, Teaching and Learning Materials Development
In addition to the need of a clean, dry and well lit environment, safety must also be considered in the design of
IT storerooms. Heavy equipment such as printers should be stacked in racks so that they cannot damage items
underneath, and from which they can be lifted or moved without risk of injury. Lighting should be good.
Ladders should be available, if required. Trolleys should be available to move heavy equipment.

Locating stores

The location of storeroom facilities will be influenced by factors, including the:

 Expense: the rental cost of office space or a warehouse filled with boxes and shelves can be a
burdensome.
 Volume: the organisation may have a policy of buying large quantities of technology in order to be
ready for any eventuality. However, the bigger the company, the more space is needed for that spare
stock. A large company may have so much spare IT inventory that they need a warehouse or a
distribution centre for it.
 Access: storage location is closely related to the supply of equipment to users and the need to get to
parts and replacements quickly.
 Size: small- and medium-sized business may only need one storeroom from where they can easily
dispatch replacements or parts to client workstations. Larger groups with branches may need storerooms
to be located close to users.

Security

You should always store computer hardware and software in a secure place, in order to prevent theft. Access to
a storeroom must be restricted to authorised personnel. Security also means protection against fire, flood, mould
and insect pests. You must also make sure that there are real connections between the stored stock and the
inventory records.

Stock rotation

Consumables are used in many different situations in organisations. How many examples can you think of?
Some examples include:
 paper for the printers and photocopiers
 wipes and cleaning fluid to clean equipment
 new toner cartridges for laser printers
 CDs.
Even if you work for an organisation with a small number of computers, workers may still use a reasonable
quantity of consumables. You will need to ensure that the oldest stock is used first; a technique or principle
called stock rotation. Stock rotation ensures that you don’t use up most of your stock of a particular item only
to find that you can’t use the last one because it is too old.
Photocopier paper can be used as an easy-to-hand example of the need for stock rotation. Photocopier paper
needs to be kept away from damp and humidity and to be stored flat. Because it is quite difficult to create this
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PARKLAND COLLEGE
Training, Teaching and Learning Materials Development
kind of perfect environment, photocopier paper may not remain in good condition and may cause paper jams as
a result. To prevent this, you need to have a system for storing the stock so that you can easily tell which is the
oldest. This could involve arranging the items in sequence on a shelf, or printing the acquisition date on the item
or its container.

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 Information Sheet – 3 Skills for handling IT equipment
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Skills for handling IT equipment

Occupational health and safety

It is a legal requirement to follow OH&S guidelines in Australian workplaces. States and territories each have
their own workers’ compensation laws. In NSW WorkCover administers workers compensation claims and the
NSW Occupational Health and Safety Act 2000.
By law, organisations must have an OH&S committee or an OH&S representative in the workplace. Most large
organisations employ a staff member who is fully responsible for OH&S and also convenes a committee.
Smaller organisations may have a member of staff who is trained in OH&S and is responsible for it as part of
their job. Employers must make OH&S guidelines and procedures available in the workplace. Generally, all
employees contribute to the maintenance of OH&S by following those procedures and reporting situations
where accidents and injuries occur.
Occupational health and safety guidelines must always be practiced when handling computers, peripherals and
components.

Fragile components
Fragile components such as memory and expansion cards need to be held on the outer edges. These components
are made up of chips, transistors and wires that hold memory and transport information. You should not grasp
them in the middle of the component. Your body can hold a large amount of static electricity and this can
damage the circuitry, making the component unworkable.

Heavy equipment
Heavy equipment, such as system units and monitors, should be placed correctly onto a trolley with wheels, so
they can be moved with ease. If you need to bend down to pick up a heavy object, you should never bend over
at the waist or shoulders. You should always keep a straight back and bend at the knees so that objects are lifted
with the legs and not the spine, and serious back problems are avoided. Heavy objects must also be carried in
the correct position to avoid dropping them.

Summary

In this reading we have looked at the reasons for storing computer equipment and consumables and the best
means and methods of storage and handling.
We considered aspects of physical storage as well as the need for inventory control systems and stock rotation,
for operational efficiency and minimal waste of resources. The importance of technical manuals for equipment
storage, and OH&S guidelines for materials handling, were both emphasized.

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Self Check 3 Written Test

Name:____________________ Date:_________________

Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

Define the following:

 Fragile Components

 Heavy Equipment

 Occupational health and safety

Note: Satisfactory rating – 18 points above / Unsatisfactory - below 18 points. You can ask you teacher for
the copy of the correct answers

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 Information Sheet – 4 Documents and their necessary attributes
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The many uses of IT documentation

An IT organisation or department will accumulate many technical papers, records and books. Some documents
and manuals may be easy to find, while others can be misplaced, lost or damaged. To avoid the latter, methods
similar to the inventory of hardware and software can be applied to documentation.
In an IT support role, you may be called upon to provide a friendly information resource for clients. You should
be able to easily find and use the information they need.
You may otherwise need to advise clients on:
 what information is available and where it might be
 how it can be found and retrieved (different media and formats)
 how the information can be searched, stored or printed
 how it can be sent to them.
Think about the types of IT documentation and when it may be needed or requested. You will need to answer
requests quickly and effectively.
A customer may ask for:
 a software manual, so to install a program
 a manual to check compatibility with other hardware or software
 instructions to perform a specific task.
A colleague may ask for work instructions such as how to:
 reset a mainframe password
 check a local are network (LAN) printer queue
 set a computer for remote access.
A manager or auditor may ask for computer inventory records or software licensing records.

Reflection

The audience and the type of document request can be quite different. Can you think of other situations where
IT documents are required?

Types and attributes of documentation

A document is information and the supporting medium that carries the information. The medium can be paper
(hard copy), a magnetic, electronic, or optical computer disc, a photograph or master sample, or a combination
thereof. A set of documents, such as specifications, records, manuals or plans is frequently called
‘documentation’.

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Reference collections

If your organisation or department has a reference collection (and it should have) it could include books, CDs,
DVDs, technical manuals and online resources that staff and clients use to find particular information.
Reference items that may be kept on open shelving (but must still be accounted for), include:
 procedural and technical manuals
 technical reference books and textbooks
 catalogues
 directories
 manufacturer’s specifications
 technical magazines, journals
 case histories
 training guides.
Software manuals on paper or CD ROM for a particular software program may be kept at the workstation
running the application.
Document control

Working in an IT reference section you might be expected to handle changes to technical users’ manuals written
by staff in your own IT department. Document control includes withdrawing old versions, disposing of them
and issuing updated copies. To do this job efficiently, your records inventory must show who holds copies.

Technical documents

Technical information may need to be available throughout the organisation. Some documents will have limited
access, some may be found on the open shelves in the IT work area, and others kept in client’s offices. In a
highly developed business, images of documents can be online via the IT network.

Levels of access and the currency of documents- General access

IT documentation can hold details of flow charts, program code, technical reports, wiring plans, testing results,
measurements and system analysis. These documents need to be sorted and identified with a key number and an
emphasis on making the information accessible.
All documents have common requirements, they must be:
 Available when needed: As in all human endeavours, time is a constraint in IT; documents must be
available on request as most of the time the particular information sought will help decision-making.
 Easy to find: In order to retrieve a document (to find a piece of information or update it) efficiently, it
must be stored under a classification scheme.
 Current (up-to-date): Normally, a document has an owner who is in charge of maintaining it, but in
order to update a document, a business process called ‘change control’ must be followed.
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Change control is the process of managing and controlling changes; requested or otherwise. It ensures that all
work is justified and that all work requested and approved is completed and tested. In some organisations, no
change can be made without an approved change control form.

Valuable originals and document security

Valuable original documents, possibly held in a protected place under the care of IT, may be:
 legal or historical papers
 signed forms
 tender documents
 contracts
 agreements
 warranties and licences.
These documents need to be sorted, identified with a key number, and filed (with a strong emphasis on
security). They need to be accessible on a ‘need to know basis’ — this attribute is very important for
information in IT documents that is confidential or sensitive and restricted to authorised access (specific
individuals).
The objective of document security is to preserve the organisation’s information assets and the business
processes they support, by:
 Confidentiality: where documentation is accessible only to those authorised to have access
 Integrity: where accuracy and completeness of information contained in the documents and processing
methods are safeguarded
 Availability: when documentation and associated assets are accessible by authorised users when
required.
 Document and file properties
One simple way to protect a soft copy document is to use the built-in security file features, now common to
operating systems. Using this system, every object has a unique owner who has control of and access to it. An
object can be a folder, file (document) or a complete network drive. The access provided by the owner can be
‘read’, ‘write’ or ‘no access’. Owners can also revoke access to users. Typically, the department or a section
within an organisation appoints the owner. Normally,
sensitive documentation is labeled ‘commercial-in-confidence’.

Self Check 4 Written Test

Name:____________________ Date:_________________

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 Information Sheet – 5 Organizing documentation
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Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

 List at least three reasons why documentation is important in an organization.

 Why is documentation organized for storage?

 Levels of access and the currency of documents- General access

Note: Satisfactory rating – 18 points above / Unsatisfactory - below 18 points. You can ask you teacher for
the copy of the correct answers

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Organizing documentation

Why classify documentation?

The purpose of classifying documentation is to store it in an organised manner. This then allows timely and
easier access to the right documents when needed. More generally, documents can be managed in line with the
organisation’s business goals and objectives.
The three main (and related) reasons why an organisation needs to organise its documentation, are that this:
 allows them to find information more easily
 allows faster response to any type of query
 makes work easier.

The basics of a well organised system

Access, room to expand and ownership

Documents should be organised so that people are keen to use them. Users should not need to learn complicated
hierarchies, or constantly refer to convoluted indexes to find a document — if a system is complex and hard to
use, people end up not using it at all. The aim is to avoid people having to guess or make judgments on where to
store or look for relevant documentation.
Issues of finding documents become increasingly more important as an organisation grows. A well-organised
system should be flexible and able to grow to handle large numbers of documents and users.
Documentation should available to all persons or groups within the organisation on a ‘need to know’ basis.
Attributing ownership to documents and folders makes it easy to establish responsibility for them, particularly
when documentation needs to be updated.

The filing system and naming protocols

The filing system should help users retrieve documents quickly. A system of sorting the documents is at the
heart of every filing method.
Some systems use alphabetic sorting, from A to Z. Yet with that method, there can be confusion as to the name
of a document or a book, or if is unclear if the alphabet has been used for the author or title or subject, or even
the date.
Similar confusion can occur in file management programs included in operating systems such as Microsoft
Windows. The program makes it easy to create directories and folders, but one person may name a file by the
first word in a document, another will give the file a code. All users need a common file naming policy.

File code numbers and bar codes

A widely adopted practice to overcome all that is to give every book, document and file a code or number. The
items can then be sorted numerically on the shelves or in the file drawers. The number will be printed on the
document, and is entered into the computer inventory along with its location.
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Some large organisations add a barcode to items by a sticky label or printed onto each document. Entry into the
computer database is then simply a matter of scanning in the way a supermarket scans items at a checkout.

Inventories

There should be an inventory of documents and reference materials. Depending on the amount of information,
filing system and size of the library, the records for technical papers and manuals can be kept on a card index,
or in a computer database.
Each document and reference should be numbered or coded, just as with the other assets of the organisation or
company.
A record of those numbers, a description of the item and its location are then recorded in an index file or an
electronic catalogue.

Naming convention for IT documents

IT documentation is an integral part of the foundation to comply with quality standards, such ISO 9001:2000,
which outlines criteria for a good quality management system.

ISBN numbers versus numbering systems

Most books already have a number printed on the page with publication and publisher details, called the imprint
page. This number is the International Standard Book Number (ISBN) or ISSN for International Standard Serial
Number (for journals and magazines etc), used by libraries and publishers and which may be used in the
inventory record. However, these numbers are long and cumbersome to find, read or write.
To make it easier, a separate filing number may be stuck on the spine of the book. Libraries use a numbering
system called the Dewey Decimal system. A numbering system such as this can be used for both books and the
file names for documents.

Self Check 5 Written Test

Name:____________________ Date:_________________

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 Operation Sheet – 2 Storing documentation
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Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

 Why classify documentation?

 Discuss the filing system and naming protocols

Note: Satisfactory rating – 18 points above / Unsatisfactory - below 18 points. You can ask you teacher for
the copy of the correct answers

Storing documentation

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Physical storage

A large range of office furniture and fittings can be used to store or display documents. Some are fireproof
while others are designed to hold volume or quantity. You can see a variety of storage units used in different
libraries.
Confidential documents may be kept in a very secure place, such as a storeroom.
Other books may be kept in bookcases or open steel shelves. Periodicals, journals, magazines and brochures
may need to be kept in boxes on shelves, to help locate specific issues.
A large library will probably need a system of access to books called a Compactus, which is shelving on
wheels, to allow more shelf space in a compact area.

Different formats and location control

Technical documents and help information are supplied on a variety of different media that the IT department
must store and manage.
The different media include:
 books  CDs  digital images  film
 microfiche  Internet online  paper  video.

Each different media format may require different means of storage and sometimes, different ways of filing and
management.
Your organisation’s bookshelves and files may be in a file room, a storeroom, a library or a person’s office. It is
not necessary to keep everything in a central place. Many documents and manuals can be kept on shelves close
to where they are most often used, even in peoples’ offices and by workstations. The important thing is to keep
a record that shows where an item is at all times, and to ensure that any movements of the item are recorded in
the database or inventory.
The inventory of documents ought to tell a searcher where a document, a folder, tape, disk or book is stored
when no one is using it.

Electronic storage

Nowadays, it is more practical (and environmentally considerate) to store nearly all documents electronically.
If we value our documentation, it must not be stored on a local hard drive. It must be stored on a server that is
regularly backed up.

Network storage

One proven system of storage, using a local area network (LAN), is based on the structure of an organisation.
On the organisation’s LAN, each major department or team is given its own folder: Operations, Customer
Service, Administration, Human Resources, Payroll, Accounting, etc. Within the department folder, subfolders
are assigned to different sections and projects.
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Advantages of network storage
 Each department and workgroup can own folders assigned to them. The department will manage its
location, maintenance and access.
 It is flexible and easily expandable to allow for growth: simply subdivide folders if more classification is
needed.
 It is flexible when business realignment occurs: departmental folders can be moved to reflect the new
structure without disrupting their contents.
 Departments are in charge of archiving documentation when they became out of date.

Formats for storing IT documentation

For a document to be available to customers, documentation must be stored in a file type that is widely
compatible with a number of platforms. Documents cannot be stored in a format that the audience or user may
not be able to open.
Let’s see some sample guidelines for online document publication in the next section.

Guidelines for online documents

Geographical distance is no longer a barrier to communication. Modern documentation is also increasingly

distributed online, because it:
 is easier to documentation keep up-to-date
 is less expensive to produce
 can be presented in a file format that can be used on any platform
 takes up less space than printed materials.
The documentation kept on a server must not be allowed to become out of date (while the latest version is
stored somewhere else) and unrestricted access should be avoided.
Online documents may be saved, stored and distributed in any of the following formats.

Hyper text mark-up language (HTML)

The main benefit of HTML is that the computer screen displays the file much faster, particularly over distance.
Another major advantage is that HTML is designed for the web, intranet or Internet. The user can copy and
paste content, including most formatting features, into any standard text editor, such as office applications.
HTML is the preferred publishing format for any typed documents. However, publishing in either native or PDF
format should be considered if:
 the physical size of the document does not justify the investment of time to convert to HTML (if, for
example, it is over 40 pages).
 the document contains many graphics (eg more than 10 images).

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 Information Sheet – 6 Document control and distribution
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Native

Native refers to the original software used to create the document. For example, Microsoft Office programs
such as MS Word, MS Excel and MS PowerPoint. The user can save the file to a local server or their PC or
laptop, if the format is compatible.
Native format should be discouraged considering the potential number of different platforms used by customers
(although this is increasingly less of a problem with cross-platform operating systems.)

Adobe Acrobat Portable Document Format (PDF)

Acrobat is a useful product for creating ‘snapshots’ of existing files that can be viewed by users who do not
necessarily have access to the software that was used to originally produce the file. Adobe Acrobat Reader is
available as freeware from the company who develop it. Files in PDF format are generally reduced in size from
the original. A full Adobe Acrobat license is required in order to produce files in PDF format.
For compatibility issues, PDF is preferred over native format.

Document control and distribution

In an IT organisation or department, the controlled distribution of documentation is of paramount importance.

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Levels of security and confidentiality

The inventory record of any document should show the security level.

High security — valuable originals, etc

Some documents in the care of IT must be kept safe, perhaps in their original condition. They may hold trade
secrets or confidential information. Some documents are held in a form that is liable to damage and must be
kept in a secure area, not to be removed, with even authorised people only able to access copies or images of
them.

High security — critical information and fragile media

Original documents that may have a critical value, or be recorded on a fragile medium such as tape, should not
be allowed to leave their secure storage place. Only copies should be taken out.

Medium security — sensitive and restricted material

Some records contain sensitive material, and may not be seen by all employees. Each document and each
authorised user of a system should be assigned a security level. Unauthorised people can be denied access to the
whole system. If a person’s security level were lower than the security level of a document or record, access
would be denied.

Low security — general access required

Other documents might hold knowledge that is critical to the workings of IT equipment, but copies or images
can be freely distributed, so long as the version of the document is clearly marked, and the reader has the
necessary authority.

Hard copy documents

If a document is in hard copy, and the user is authorised to access it, the lender’s details can be recorded in a
simple database to keep track of it
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Sample loan database

Item Restrictions On loan by Phone Date Return date

Soft copy documents

Distribution can be made secure and tracked by granting access to only the appropriate documents (by pre-
determined levels of security) and by sending documents by email and filing/registering a copy of the email.
If the customer is off site, the email attachment must be in a compatible format. In the case of intranet html
documents, usage can be tracked by the number of times that the page has been accessed, and privileges can be
allocated of access needs to be restricted.

Reporting, auditing and archiving documentation

Your manager could ask you for a report on who has been using the technical documents listed in the index or
inventory. You may need to show what’s been added, what’s been deleted, or transferred.
You may be asked to extract from your index or inventory a summary of who has borrowed books, or taken, or
even read various documents.
Technical records need regular auditing. You may be called on at intervals to check records and manuals. If so,
you would look for items missing, damaged, misplaced, borrowed for too long, or materials that are out of date.
Some documents have to be kept, by law, for a certain amount of time and should be archived. Records or
books that have not had any activity for a while can be transferred to archives, freeing up valuable space.

Summary

Because of rapid advances in technology and products and rapid equipment obsolescence, IT documentation is
in constant evolution and renewal. The task of document maintenance is essential to equipment maintenance,
decision-making, business security and legal and license obligations. It must not be taken lightly by an
organisation, and proper resources need to be allocated to it. This reading has outlined the principles and
methods that could be used to create and manage a simple and well-organised repository for IT documentation.

Self Check 6 Written Test

Name:____________________ Date:_________________

Instruction: Answer all the questions listed below, if you have some clarifications- feel free to ask your teacher.

Discuss the following levels of security and confidentiality:

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 High security — valuable originals, etc

 High security — critical information and fragile media

 Medium security — sensitive and restricted material

 Low security — general access required

Note: Satisfactory rating – 18 points above / Unsatisfactory - below 18 points. You can ask you teacher for
the copy of the correct answers

LAP TEST Practical Demonstration

Name: _____________________________ Date: ________________

Time started: ________________________ Time finished: ________________

Instructions: You are required to perform the following individually with the presence of your teacher.

Activity 1:
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Look around a workplace or IT environment to which you have access.
 How is computer equipment stored? Is it protected and easily accessible?

 Is there a potential for equipment to become damaged?

 Are principles of stock rotation observed, such as having older stock closest to hand on shelving?

Activity 2:

Identify attributes and objectives of IT documentation. List four main IT documentation attributes (or
qualities and their objectives.

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Activity 3: Compile an inventory of technical documentation

For this activity you’ll create your own inventory of technical documentation relating to one
item of hardware and one item of software that you have access to.
1. Choose one item of hardware and one item of software that you are able to access
technical documentation for. Remember that the Internet will offer sources for
getting documentation.
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2. Make lists of all the documentation and other resources you can find (or have) that
support each hardware and software item. Find as many information sources as
you can for each item.
3. Index and sort the documents and resources in order to improve access to the
information.
Your list should include online Help, manuals, handbooks, CDs, websites, technical
specifications and anything else that will help you support clients asking for information on the
hardware and software chosen.

 Your teacher will evaluate your output either satisfactory or unsatisfactory. If

unsatisfactory, your teacher shall advice you on additional work. But if satisfactory, you can proceed to
the next topic.

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