{"id":41559,"date":"2020-02-27T16:54:28","date_gmt":"2020-02-27T16:54:28","guid":{"rendered":"https:\/\/www.n-able.com\/?p=41559"},"modified":"2023-03-22T08:56:46","modified_gmt":"2023-03-22T08:56:46","slug":"what-to-document-in-an-msp","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/es\/blog\/what-to-document-in-an-msp","title":{"rendered":"What to Document in an MSP"},"content":{"rendered":"

As a successful managed services provider (MSP), you know how important it is to offer your customers consistent, high-quality service. Recently, many MSPs have begun to realize just how important effective IT documentation is to achieve that end. While the\u00a0benefits of documentation<\/span><\/a>\u00a0might be clear, knowing exactly what to document can often be less apparent.<\/span><\/p>\n

While it may be ideal to eventually document anything and everything, that model only works if you know what documentation to prioritize. Wasting time documenting less relevant information might hinder the potential benefits of the documentation process. By understanding what exactly you should document, you can maximize the benefits of your MSP\u2019s documentation efforts.<\/span><\/p>\n

What is IT documentation for MSPs?<\/span><\/h2>\n

IT documentation is the process of creating written records of all the processes that are undertaken by an MSP, as well as any important information about their customers. Though it can be a time and labor-intensive process in the beginning, you should view that time as an investment. Investing in IT documentation early on will eventually save your MSP hours of time spent trying to recreate or invent processes for daily tasks\u2014instead, they can simply complete a basic search to find all the information they need. Saving a few minutes here and there can\u00a0significantly improve your MSP\u2019s efficiency\u00a0<\/span><\/a>overall.<\/span><\/p>\n

Organization is an essential element of the\u00a0<\/span>IT documentation process<\/span>. There are two basic categories of information that an MSP should document: internal documentation and external documentation. You should keep each category separate from the other so it\u2019s easier to find the information you need when you need it.<\/span><\/p>\n

Internal documentation covers the documents your employees require to perform the functions that relate directly to your company. External, or customer-specific documentation, includes the documents that are necessary for supporting your customers\u2014from general information about the customer to details of the processes your MSP has performed for them previously.<\/span><\/p>\n

What to Document<\/span><\/h2>\n

Generally, the more information you document, the more efficient your MSP can become. That\u2019s why so many MSPs are turning to IT documentation software solutions to help them maximize the amount and quality of their documentation. Of course, it\u2019s not always possible to document everything, so knowing where to start is key. Whether or not you\u2019re using a software solution, the most important information to document remains the same.<\/span><\/p>\n

To begin, consider what you\u2019d need to put together if you had to hand your MSP\u2019s business off to another entirely new team tomorrow. What would they need to know about your systems and devices? What would they need to know about your customers to keep business running smoothly? It\u2019s critical that you document all the information necessary for your technicians to deliver effective IT support to each of your customers. The goal is to ensure technicians can refer to documentation and successfully provide support no matter where they\u2019re located or whether they\u2019ve worked with a specific customer before.<\/span><\/p>\n

Specifically, some of the information your MSP should document includes:<\/span><\/p>\n

Internal Documentation<\/span><\/h2>\n