When it comes to documentation, most techs would rather fix a fried firewall blindfolded than stop and jot things down. And yet, solid documentation is the glue that holds a successful MSP together. Without it, you’re flying blind, wasting time, and handing off client knowledge like a game of telephone.
That’s why MSP documentation software isn’t just a “nice to have” anymore. It’s a must-have for growth, efficiency, and security.
“I’ve been in IT over 30 years and there has been one constant regardless of technology advancements – technical staff despise documenting, are poor at it, and will avoid it at all costs (unless you are a technical writer),” said Wade Yeaman, founder and former CEO of Fluid IT Services. “Documentation software is likely one that will not get attention until the MSP reaches a certain size where living without it is more painful and costly than having it.”
Wade Yeaman
Let’s break down what makes documentation software extremely important for MSPs, how to pick the right platform, and what to watch out for when rolling it out.
Why It Matters
Documentation software centralizes your operational memory. It captures the “how,” “what,” and “where” of everything you do: client networks, passwords, system configs, known issues, vendor contacts, license keys, etc. It serves several key functions, including:
- Standardizing Processes: Ensuring all technicians follow consistent workflows
- Reducing Troubleshooting Time: Providing quick access to client configurations, passwords, and known issues
- Enhancing Collaboration: Allowing teams to update and share critical data in real time
- Improving Security: Storing sensitive documentation securely with access controls and audit logs
According to Arvind Parthiban, co-founder and CEO of SuperOps, “Effective IT documentation is not just a best practice for MSPs. It’s a cornerstone of efficient service delivery and long-term success.”
Arvind Parthiban
Documentation Features That Matter
If you’re in the market for MSP documentation software, here are the essentials:
- Access Control: Lock down sensitive data with granular permissions.
- Automation: Sync assets, users, and tickets from your RMM and PSA.
- Relationships: Link related assets, procedures, and credentials.
- Ease of Use: If it’s not easy, no one will use it.
- Searchability: Fast search with tagging, filters, and categories.
- Versioning and Auditing: Know who changed what, and when.
Cameron Brister
“Having key integrations will instantly automate at least some components of documentation, specifically that an asset or contact even exists,” noted Cameron Brister, founder and CEO of SquarePlanIT. “From there, you should be able to easily relate assets to each other and enrich that data with internal docs, passwords, and the like. Perhaps most importantly, it needs to be easy to use.”
Picking a MSP Documentation Platform
There are several players in the MSP documentation space. Which one is right for you? Ultimately, it depends on your stack, your size, and your goals.
Some MSPs find themselves stuck between favorite tools and platform alignment. As Yeaman pointed out, “If you are a big fan of IT Glue, but it was bought by a competing PSA, what has more value? Staying with IT Glue as a separate product, or moving over to ITBoost knowing it is part of your PSA’s ecosystem?”
His advice: Think about who will use it (techs, managers, clients), what it integrates with, and whether your team will actually adopt it. “Having any documentation software will not matter if your team will not use it,” he added.
Also, remember that perfect is the enemy of progress. “You will never get it right,” said Justin Esgar of Virtua Computers. “Settle for 80% because truthfully that last 20% will never or hardly ever be used.”
Security and Compliance
Documentation isn’t just for convenience. It’s critical for compliance and security.
Paul Daigle
Paul Daigle, CEO and senior managing partner of Biz Advisory Board, recommended looking for tools that:
- Offer robust security and controlled access to sensitive information.
- Provide structured documentation formats specifically tailored for MSP environments.
- Facilitate easy updates, version control, and integration with other operational tools, ensuring documentation accuracy and consistency.
Parthiban echoes the point: “Given the sensitive nature of the information you’ll be documenting, robust security measures, including stringent access controls and encryption, are non-negotiable.”
Pro Tips for Implementation
According to experts, here’s how to roll out MSP documentation software without losing your mind:
- Start with a baseline. What do you already have? Where are the gaps?
- Pick champions. Find one or two team members to lead the charge.
- Standardize templates. Keep things consistent and familiar.
- Train and reinforce. Make documentation a habit, not an afterthought.
- Measure usage. Most platforms have reporting to show who’s doing what.
Don’t forget to lead from the top. “Make certain it is championed and socialized from the CEO level down to all staff,” Yeaman advised. “If management doesn’t believe in it, why should anyone else?”
Now Is the Time
You can’t grow what you can’t repeat, and you can’t repeat what you didn’t document.
Whether you’re a one-tech shop or scaling past 20, a solid documentation platform is one of the smartest operational investments you can make. Like good quoting software, it saves time, reduces stress, and keeps your team aligned.
And if that sounds like something worth documenting, now’s the time to do it.
Featured image: iStock
