MSP Information Hierarchy

We get a lot of questions on how to best organize your IT documentation. Way back in the day (like 2014), IT Glue’s founder and then-CEO Chris Day wrote this blog post to share his insight regarding best practices for MSPs and IT service providers. This post has remained one of our most popular, not just all-time but on a month-to-month basis, because it provides a fantastic starting point for organizing your information.

Every provider has its own unique way of doing things, but there are some best practices that we’ve been able to distil based on usage patterns that we’ve seen. This article is not presented as the de facto standard on how to organize your documentation, but as a starting point. Over time, as you begin to tame the documentation beast, you’ll build on this system and adapt it to suit your own needs.

Internal, external or customer-specific?

Documentation that you use internally, such as knowledge base articles on how to restore Datto backups, or create a new user in ConnectWise etc., should not be mixed in with external or customer-specific documentation. Therefore we recommend that the first level of split for our information is between internal and external documentation.