MSP Value Chain: The Project

BY IT GLUE | February 13, 2018

Last week, we looked at the many points in the ticket cycle where IT Glue helps you cut waste and save money. This week we’ll do the same for projects.

To give us a clean slate, let’s start with a new business that you’ve just signed up. You need to do an install for an entire office. Computers, servers, the works. You probably signed them up by showing how you were going to document their environments and deliver on those great specs in the SLA.

Automatically document the set-up

When you get everything set up, you want to document the entire works. So you’ll install your RMM and automate a lot of it. You’ll take pictures of the environment, or diagrams, whatever you use. You already do this, but the key is that if nothing breaks and you don’t look at those diagrams for three more years, you’ll know exactly where to find all that documentation.

Documentation at your fingertips

If the people who did the install are long gone when a problem arises, any Tier 1 can find that documentation, too. You’re not relying on one or two key people who know everything but wrote down nothing, and you’re not relying on documentation that could be spread out among half a dozen apps. Or even documentation in a poorly-designed app. It’s always in IT Glue, in an architecture that is designed specifically for MSPs. Use the Flexible Assets feature to create whatever assets you want, to capture the information you need, your way.

The end of “it’s in here somewhere”

When something breaks, it’s your job to fix it. Not a problem. But if it’s a warranty repair, you want that warranty information at your fingertips, not “it’s in here somewhere.” If you receive a new machine, not only will it be easy to document that, but it’s documented in the exact same place all of the rest of the documentation lives. So when the rest of the hardware is due for an upgrade, you’ll know which one isn’t.


By setting up Workflows in IT Glue, you’ll be able to receive notifications to create tickets to start the process all over again. These notifications can be sent when you need them sent, too, to give your team enough time to consult the PSA, go back to the client, get a purchase authorization, go to the vendor, and schedule the new install. This entire process works so smoothly – and the workflows are mostly automated – because of how easy it is to document in IT Glue, how logical the information architecture and relationship mapping of assets are, and how well IT Glue integrates with leading PSA and RMM platforms.

Next week, we’ll show you some of the ways that the different features in IT Glue drive value throughout the different stages of the customer life cycle.

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