Keeping current system documentation in the data center is essential in maintaining a healthy data center. Implement runbooks to ensure knowledge continuity and speed the issue resolution cycle.

Runbook 101

A runbook is a close-to-hand document (physical or electronic) containing information needed to configure, operate, monitor, administer, troubleshoot, repair, and restore an IT service. Dependencies, interrelations, failover, and backup information should be recorded as well.

Runbooks are not project plans, business cases, or version histories and should be limited to current system information. This practical "how to" instruction set provides immediate benefits to the data center:

• Automates and speeds frontline response. A standard set of procedures empowers frontline operators and administrators to automate processes rather than reinvent them for every occurrence. This consistency is a necessary step toward reducing human error. Further, step-by-step troubleshooting information and process speeds the issue resolution cycle.
• Reduces the number of event escalations. Thorough frontline documentation reduces the number of escalations sent to more expensive, higher-level support. This saves the enterprise money by empowering lower-paid staff...