Re: Surely...
I remember a situation we had at a major bank where a process failed if the overnight processing was running late. We investigated the cause of the issue, documented the issue, came up with a fix for the issue, documented the fix and included it in the appropriate procedures.Every time there was an issue the operations depatment would call me and I would point our the fix process in their documentation and guide them through it (carefully ensuring I followed the steps in the documentation). 6 weeks after I was retrenched I was having a drink with some ex-colleagues and the subject came up of an outage. It happened that the issue occurred on the first day of the new financial year (two weeks after I was retrenched) and no one could fix it until one of the operations staff came in on night shift and pointed to the documentation we had spent ages working on.
Never assume that documentation will be read but it is useful in protecting your ass if something goes wrong.
Biting the hand that feeds IT
