Documentation: the Heart of Efficient MSP Operations
When it comes to IT documentation, not all platforms are created equal. To make the right choice, you need to know what to look for.
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. Here’s how some of the channel’s documentation solutions stack up.
= Excellent | = Fair | = Poor |
Productivity | IT Glue | ITBoost | Passportal | Hudu |
---|---|---|---|---|
Centralized, Structured Documentation | ||||
Search (Asset/Client-specific & Global) | ||||
Relationship Mapping | ||||
Multiple Housing Locations | ||||
Mobile App & Browser Extensions | ||||
Documentation Notifications | ||||
Website Load Speed | ||||
Checklists & Checklist Templates | ||||
Documentation Reporting & Runbook |
I am a one man MSP. Keeping client information handy and secure is a major priority for me. IT Glue allows me to quickly access client info and add or make changes easily. Being able to do a global search is a million times better than the spread sheet model I started with.
Capterra Review
Overall, I have been very happy with the product. It has allowed our team to become noticeably more efficient as all documentation is now stored in a centralized location.
Capterra Review
Automation | IT Glue | ITBoost | Passportal | Hudu |
---|---|---|---|---|
# of PSA Integrations | 7 | 2 | 3 | 7 |
# of RMM Integrations | 19 | 13 | 7 | 0 |
# of Other Integrations | 22 | 12 | 0 | 8 |
Granular Integration and Deduplication Logic | ||||
Automated Network Visualization & Documentation | ||||
Automated Runbook & Account Export | ||||
Office Cloud Editor | ||||
Open API | ||||
Documentation tied to Workflows with PSA/RMM |
IT Glue's documentation platform is second to none for us. It has made it easy to put in the procedure guides our techs need every day, and it has made it easy to keep track of client's assets. One of the biggest things has been the integrations with our other platforms, and those have been massively helpful as it has saved us countless hours.
Capterra Review
Security | IT Glue | ITBoost | Passportal | Hudu |
---|---|---|---|---|
SOC 2 Compliant (Type I or Type II) | ||||
Multi-Factor Authentication (MFA) | ||||
Single Sign-On (SSO) | ||||
User Roles & Permissions | ||||
Host-Proof Hosting | ||||
OTP Generator | ||||
Audit Trail & Version Control | ||||
Password Management | ||||
Password Reporting |
Security is high when you are storing password/docs since multifactor authentications are enabled. 24/7 support is highly responding and sharing users to view the dashboard to monitor the incidents and updating until the issue get back to normal.
Capterra Review
This a the place to go when you need to get access to confidential info on the fly. You can upload documents and give all employees or specific employees access to them so they don't get stuck waiting if I'm not available. This tool helps us manage data and has an authentication requirement for additional security.
Capterra Review
MSP, Service Desk & Client Collaboration | IT Glue | ITBoost | Passportal | Hudu |
---|---|---|---|---|
Collaborate with other MSPs or Service Desk | ||||
Client Collaboration — Passwords | ||||
Client Collaboration — Documentation |
Well thought out, easy to use, and intuitive software. Designed for MSPs and every piece of information for a client fits in a specific location (and relates to others).
Capterra Review
Works perfectly for documenting all our our client sites Can tie passwords to Assets. For our larger sites, being able to document every aspect of the network, allows our team of techs to find all the information they need.
Capterra Review
Partnership & Culture | IT Glue | ITBoost | Passportal | Hudu |
---|---|---|---|---|
Product & Engineering Maturity | ||||
Continuous development Cycle | ||||
Direct Product Team Engagement (Ideal Portal, Surveys, Interviews, etc) | ||||
Knowledge Base | ||||
Education & Certification Resources | ||||
Documentation Dashboard |
It's easy for us to collaborate, not only with our own team, but with our customers as well! IT Glue has been useful when onboarding a new client, keeping track of renewals and inventory, as well as creating our own knowledge base.
Capterra Review
This software makes it easy for us to keep all our KB (knowledge base) information in one place. It's awesome that there are places to enter specific client information, so we are more likely to make note of that info; it's a good reminder. I like that you can link documents to other documents.
Capterra Review
If you’re serious about improving your IT operations with smart documentation, get a quick demo of IT Glue and see for yourself why there really is no other viable option.
What to Look for in a Documentation Platform?
What are the key things you need to look for in a documentation platform to help maximize the value it provides for your MSP.
1. 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.
2. Your documentation platform needs to prioritize automation. If the time it takes to build out your documentation is greater than the time saved by using it, you’re not getting value. A truly valuable documentation solution needs to integrate with the tools you use, and should ideally have an open API so that you have free reign to automate as much documentation as possible.
3. Security has got to be priority number one. Compromising on security to save a few bucks could very well be the worst decision you ever make. You’re storing a lot of valuable information in your documentation platform, and MSPs are increasingly targeted in cyberattacks specifically for this information. A documentation solution that’s not investing in a full range of security features shouldn’t get anywhere near your short list.
4. You’ll want a solution that’s going to grow with you. The most viable solution will a sizeable (and growing), dedicated development team and a continuous development cycle. These are key signs of a mature product, one that will not only be there with you on your journey, but will continue to get better as you go.
5. You can’t reach cruising altitude if you don’t have a documentation culture in your MSP. The support you get from your documentation provider should include an extensive Knowledge Base for self-service, certification or education programs so your techs can build expertise and have clear visibility into how and when your entire team is adopting and utilizing your documentation solution.