Documentation is the unsung hero of IT operations. It’s not sexy, but it touches everything that an IT tech does. MSPs that have upgraded from the world of word docs and wikis are unanimous and enthusiastic about the power of MSP documentation. But not all documentation solutions are created equal. So what are the key things you need to look for in a documentation platform to help maximize the value it provides for your MSP.
First, any documentation tool worth considering has to have a few basic features. It has to be structured and centralized. Without structure you can’t scale and without centralization you can’t enforce adoption. Structure makes it easy for you to find what you’re looking for. Centralized means you have a single source of truth, rather than 10 of them. Furthermore, you need to be able to access this single source of truth, whether in your office or at a client site. Information you can’t find just doesn’t have the same value.