IT Documentation – Why Do The MSPs Need It?

IT Documentation – Why Do The MSPs Need It?

Just think about your mom’s amazing cheesecake recipe. Chances are that it has been handed down through generations in your family. The gourmet tradition continues either through hands-on training or writing down the recipe for posterity. So, today when you are asked to bake the same recipe in bulk, you will face no difficulties at all, thanks to your go-to recipe book.

The same rule applies to the world of managed services; IT documentation lets you scale, making you more efficient.
How? Let’s find out:

Managed services providers (MSP) have to repeat the various processes as their business grows. They are expected reproduce the exact procedure every time. They can achieve and maintain the consistency by documenting their processes.
• Correct documentation also helps you improve your operations as you learn a lot about what works and what doesn’t. Otherwise, you will have to reinvent the wheel every time a process is recalled, especially if it is something that is not performed very frequently.
• IT Documentation also sets the standards of operation. There are countless ways to mitigate an issue or complete a task. Having a documentation mechanism in place allows MSPs to assign the most appropriate process for a particular task, making life easier for the IT department.
• By documenting processes, MSPs can also better train their employees and ensure the required processes are followed. Documentation thus indicates the operational maturity of an organization.
• Documenting processes, policies, and procedures make an organization resilient, more efficient, and more productive, which ultimately results in an improved bottom line.

Where Does an MSP Start?

While several MSPs are interested in capturing their processes, most of them are not sure where to begin or how to codify their policies and procedures. Sometimes, they get overwhelmed by the prospect of writing a manual. The best way to kick start the process is to start small, perhaps by writing down the everyday, repetitive tasks. For example, they can start by documenting how the company approves, issues, and closes a change-request ticket. They can gradually build from there by making a collection of these write-ups to ultimately create a secure IT process related procedures.

What Information to Capture for the IT Documentation?

Ideally, MSPs need to have complete information about each customer’s account. The necessary elements include the customers’ contact details, their network and systems, the specific apps they run, and their passwords. On top of that, MSPs must record some intangible nuances about their customers such as which of the customers are hard to please and what their common complaints are, and so on. Other types of information that they need to document are the best time to contact an individual customer and whether it is fine to call them after business hours. A well-documented log lets an MSP make a ‘discovery’ about a client. If well documented, companies can retrieve the information quickly at the time of an emergency and can use it to address the issue at the earliest.

In the MSP and professional services world, IT documentation is fast becoming a necessary best practice for earning the distinction of a good service provider. This means, you will always have to know a lot about your clients before signing the MSP contract. So, stop storing important info in your brain. Instead, opt for a robust MSP documentation process to support your business growth. Contact us here for a top notch IT documentation service.

Written by Tom Perricone View all posts by this author →

Tom Perricone is the President of Shield Watch IT Services. He is an avid fan of all things tech related and when he's not running the company he enjoys spending time with his 4 wonderful kiddos. Contact us today to see how we can help your small business tackle today's toughest tech frustrations. Thank you!

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