__________________________________________________________________________________________

INFORMATION TECHNOLOGY
SUPPORT SERVICE
LEVEL I

LEARNING GUIDE # 14

Unit of Competence:
Maintain Equipment and Software Inventory and Documentation
Module Title :
Maintaining Equipment and Software Inventory and Documentation
LG Code : ICT ITS1 M05 LO2-14
TTLM Code : ICT ITS1 TTLM 0314

LO 2: STORE TECHNICAL DOCUMENTATION

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

INTRODUCTION LEARNING GUIDE # 14

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

 Storage Considerations
 Storing and Accessing Technical Documentations/Manuals

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 –

 Action is taken to ensure software, hardware and equipment not in use, stored in a manner as recommended
by technical manuals
 Ensure technical documentation is stored securely
 Technical documentation are accessed and disseminated as required by clients

Learning Activities
1. Read the specific objectives of this Learning Guide.
2. Read the information written in the “Information Sheets 1”
3. Accomplish the “Self-check”
4. If you earned a satisfactory evaluation proceed to “Information Sheet 2”. However, if your rating is unsatisfactory,
see your teacher for further instructions or go back to Learning Activity # 1.
5. Submit your accomplished Self-check. This will form part of your training portfolio.
6. Read the information written in the “Information Sheet 2”
7. Accomplish the “Self-check” i
8. If you earned a satisfactory evaluation proceed to “Operation Sheet. However, if your rating is unsatisfactory, see
your teacher for further instructions or go back to Learning Activity # 2.
9. Read the “Operation Sheet” and try to understand the procedures discussed.
10. Do the “LAP test” (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 you can proceed to Learning Guide 13.

 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.

2|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

INFORMATION SHEET 1 STORAGE CONSIDERATIONS

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.

3|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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.

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

4|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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

Poor storage can lead to costly wastage.

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.

5|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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.

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
organizations, 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

6|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

 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 organization appoints the owner. Normally, sensitive documentation
is labeled ‘commercial-in-confidence’.

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 organized system

Access, room to expand and ownership

Documents should be organized 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 organization grows. A well-
organized system should be flexible and able to grow to handle large numbers of documents and users.

7|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

Documentation should available to all persons or groups within the organization 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.

Some large organizations 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.

8|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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.

9|Page MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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.
1. What do you call the external or tangible devices which are attached to the external part of the computer?

Note: Satisfactory rating – 20 points above / Unsatisfactory - below 20 points

You can ask you teacher for the copy of the correct answers

10 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

Storing and Accessing Technical

Information Sheet 2
Documentations/Manuals

Storing documentation

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 organization’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.

11 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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
organization.

On the organization’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.

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.

12 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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).

13 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT
 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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 organization or department, the controlled distribution of documentation is of paramount

importance.

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.
14 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT
 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

 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 authorized to access it, the lender’s details can be
recorded in a simple database to keep track of it

Sample loan database

Item Restrictions On loan by Phone Date Return date

15 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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 organization, and proper resources need to be allocated to it.

16 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

Self-Check 2 Written Test

Name : _______________________________________ Date: _________________

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

Note: Satisfactory rating – 20 points above / Unsatisfactory - below 20 points

You can ask you teacher for the copy of the correct answers

17 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

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.

 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.

18 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

19 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

20 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

21 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT

 T R A I N I N G, T E A C H I N G A N D L E A R N I N G M A T E R I A L

22 | P a g e MEKELLE POLYTECHNIC COLLEGE- IT DEPARTMENT