Top 5 Mistakes to Avoid When Implementing IT Documentation: A Guide for MSPs

Effective IT documentation is the backbone of any successful managed service provider (MSP). It
enhances team efficiency, ensures high-quality service delivery and sets the stage for future growth.
However, many MSPs encounter pitfalls that limit the true potential of their documentation efforts. Let’s
explore the top five common documentation mistakes and how IT Glue can help avoid these challenges,
keeping your team productive and your clients satisfied.

1. Siloed documentation

The mistake: When information is scattered across different systems, tools or even team members, it
creates information silos. This means essential data might be locked away in one technician’s notes or in
disparate locations, making it hard for other team members to access what they need when they need it.

How IT Glue helps: IT Glue offers a centralized documentation hub that makes critical information
available to everyone in your team, anytime and anywhere. The platform offers over 80 out-of-the-box
integrations, allowing you to effortlessly consolidate all your existing information into a single, unified
platform. Additionally, by integrating with popular PSA, RMM and other IT tools, IT Glue eliminates silos
and makes documentation instantly accessible within the context of your workflow. This means less time
searching for information and more time solving customer issues.

2. Lack of standardization

The mistake: One of the most significant issues MSPs face with IT documentation is inconsistency.
Different technicians might document processes differently, leading to confusion, wasted time and errors
in execution. Without a standardized approach, even the best documentation can fall short.

How IT Glue helps: To address this challenge, consider implementing an intelligence-driven IT
documentation solution that enables the transformation of unstructured data from various information
sources into organized, meaningful and actionable insights. IT Glue has over 120 out-of-the-box, pre-
configured templates to help you get started from day one and future-proof your IT documentation.

With IT Glue, your team can easily follow the same guidelines for every process, reducing the risk of
confusion and ensuring all information is uniformly presented. Standardization also means any team
member can pick up where another left off, improving overall service efficiency.

3. Failing to leverage automation

The mistake: MSPs that fail to use automation in their documentation processes are missing out on
efficiency gains. Manual data entry, repetitive tasks and inefficient processes can slow down service
delivery and introduce human errors.

How IT Glue helps: IT Glue’s automation features, like network discovery and the newly added AI-
powered Cooper Copilot, transform the entire lifecycle of documentation. Cooper Copilot, for example,
uses intelligence to automatically suggest and create asset relationships, provide insightful summaries
and help keep your documentation clutter-free. This level of automation minimizes human error, saves
valuable technician time and helps your MSP scale without being bogged down by manual processes.

4. Neglecting security and permissions

The mistake: Documentation that’s accessible to everyone without restriction poses a significant
security risk. Sensitive information, if exposed to unauthorized individuals, could lead to data breaches
and compliance issues.

How IT Glue helps: IT Glue helps MSPs manage documentation security through advanced access controlfeatures. Role-based permissions allow you to decide who can view, edit or manage specificdocumentation. Additionally, IT Glue has implemented a layered security system to restrict logical accessand detect potential harmful actions. This includes firewalls, network segmentation, hardened servers, IPwhitelisting and encryption to ensure data is protected.

IT Glue helps your MSP stay compliant and secure by ensuring that only authorized personnel can access sensitive information and that private information is protected.

5. Outdated information

The mistake: Documentation that is not regularly updated loses its value quickly. For an MSP, outdated
information can lead to service disruptions, poor customer experiences and even security vulnerabilities.

How IT Glue helps: IT Glue provides concrete tools to keep your documentation current. The “flags”
feature is key for calling attention to records that need updating — whether it’s a Tier 1 flag that requires
a senior tech’s approval or an indication that part of your stack has changed, prompting updates across
multiple processes. Additionally, workflow triggers can be set to automatically alert your team when
documentation needs to be created, updated or approved, ensuring consistent documentation hygiene.

To keep documentation from falling behind, IT Glue also supports establishing a regular cadence for
reviews. Whether it’s weekly, monthly or quarterly, dedicating time to evaluate your most important documentation keeps it fresh and ready for action. By setting aside time for this process, IT Glue helps
your team stay proactive and keeps crucial information from becoming outdated.

Conclusion: Set your MSP up for success with IT Glue

Avoiding these common documentation mistakes can significantly enhance your MSP’s efficiency,
security and customer satisfaction. IT Glue is designed to help you navigate these challenges and elevate your IT documentation to a level that supports growth, improves service quality and maximizes your profitability.

Ready to avoid documentation pitfalls and empower your MSP with seamless, standardized and
automated documentation? Get started with IT Glue today and see the difference it can make