Re: Never let one person hold all the keys
Usually, the keys get tossed on your desk. I'm the one IT person in a branch office of 500. I'm supposed to be 2nd and 3rd level support but I get my share of walk-ins and drive-bys. I've tried documenting things but no one really gives a damn... until I'm on vacation/holiday and something hits the fan. Even when you tell them where the docs are, they get irritated that you don't have all this knowledge in your brain, at the ready for their beck and call.
In some ways, it's great. Management and the main offices with a large IT staff is 300 miles away and leaves me alone. But the downside is, there's no support. The conversation "over the wall" about issues and fixes isn't heard. Once a year, management gets huffy and wants all the documentation you have, you get it to them and they promptly lose it or file it away never to be seen by human eyes again.
I also know that when I'm gone, the staff in this facility will be screwed as no one will know where anything is, even though there's a map on my office wall detailing where files for various things are kept. For example, I have file in SharePoint detailing what's in the server room, connections, those little nagging details like why the green cable isn't plugged into Router X but hangs next to the port. A hard copy hangs on the wall next to the door (inside the room). None of the server/network types ever reads it. They come to me.
Yeah, there is an incentive to this. They won't ever fire me unless I screw up royally. If they do fire me or I quit, the docs are there for whoever replaces me. But chances are, he'll never get a chance to read it since policy here is to seize all files (printed/electronic) and archive them far away. So he'll get the keys and have to learn things on his own with minimal help from anyone else. Meh.....