Documentation layout can be difficult for even the hardest workers. It’s easy to focus on the work itself and gloss over the importance of clear and easy-to-follow documentation, yet the documentation is what allows that work to get done! The following layout recommendations seem to be the most popular way for MSPs to organize documents:
Define a set of standards for flexible assets.
Create a company named “_Global” for global documents (generic documents that can be used for any customer – e.g. how to license a user in Office 365).
- KB(Knowledge Base)
- KB\Backups & DR
Each customer has a specific folder format (customer-specific settings in a particular software):
- KB\(core documents – e.g. new user setup)
- KB\App\(name the folder according to the application – e.g. KB\Adobe)
Only use the customer folder for CUSTOMER-SPECIFIC overrides to _Global.
Define a set of templates for commonly-used document layouts – e.g. new user creation, new PC setup, how-to guides, checklists.
Having standardized documentation and processes will make your team more efficient. Flight Deck can help you achieve even greater efficiency by allowing you to create and automate processes in Autotask for dispatch, scheduling, and escalation.