The Support, Troubleshooting and Monitoring Documentation is a collective effort by the Development Team, System Administrators, Network Administrators, Database Administrators and the Production Support team to document the system environment, the network environment, the business process environment and key metrics of system behavior in order to be able to manage, detect and correct system issues. This document is both a result of the SDLC and the day-to-day application / system infrastructure maintenance process – a living, breathing document that changes from day to day.

It is an ever-demanding task to monitor and keep a single document up-to-date with product support information. This is why, a web application that supports the ability to enter and review these day-to-day activities, thereby providing visibility into the application lifetime will play its role better here than a folder with numerous emails, documents and images.
This is why a knowledge management system becomes critical for incident management and recording. When an error is encountered in a system or infrastructure platform, it is extremely important that both the issue and its resolution be completely logged in the knowledge management system. The importance of logging to one of these systems is that if that issue were to ever occur again in the future, the person who encounters the error can search for the error code or symptom in one of these systems and obtain the knowledge to take corrective action without depending on another user’s intervention or availability.