MSP Documentation Apps Overview 2024

Published 4 months ago5 min readMSP Software Stack HERE...

Throughout our years of providing IT services, we have found that a document sharing framework is critical to ensuring smooth IT operations. Our experience has demonstrated that an effective document sharing framework enables us to proactively manage our clients' environments, reduce downtime, and minimize the impact of any issues that do arise.

The single biggest advantage is client retention, by offering a framework to deliver multi user document collaboration for the end user that your client generally would not have access to, it creates a situation where they are likely to remain your client for longer. It also is likely to foster a better working relationship between organizations due to free flowing ideas and communication.

Your client is no longer in the dark about the information traditionally accessed by only the service provider. Trust is also improved & the client is able to see where much of the work the service provider puts in is invested.

The articles here specifically relate to documentation platforms used by IT service organizations. Below are links that will take you directly to other topics that relate to common applications used by IT service providers:

The importance of an effective IT support document blueprint cannot be overstated. With the United States being home to millions of businesses, there is a growing demand for IT support organizations to provide a comprehensive document sharing framework that enables businesses to stay competitive and efficient.

An effective document sharing strategy not only helps IT organizations manage their clients' IT environments but also serves as a valuable resource for businesses seeking to understand their IT infrastructure and processes.

Document sharing is a critical component of the IT support service delivery process.

In this article, we will provide an overview of document management & file collaboration apps and highlight their importance in IT management. Discussing the fundamentals of document sharing as an IT support organization, the features and benefits, tips on how to use document exchange apps effectively. By the end of this article, readers will have a better understanding of file distribution and how it can help them manage their IT environment more efficiently.

Content collaboration is critical to the effective management of IT environments for small and medium-sized businesses. As someone who offers document management services to IT support companies in the United States, my experience suggests that document sharing is essential to ensuring smooth IT operations. In this article, we will provide an overview of document management applications, their features and benefits, and offer tips on how to use them effectively.

Documentation Software For IT Support

IT documentation software is a critical component of IT service management. It refers to the process of recording, tracking, and managing information related to IT infrastructure, applications, and services.

Currently the front runner in terms of features and maturity is IT Glue however the downside with going down this route is its poor track record in several areas including, near non-existent product development and dubious business practices. Couple that with the fact it is now owned by Kaseya and there are significant reasons why looking for a less mature solution is a better course of action.

Document collaboration enables IT support organizations to proactively manage their clients' environments, reduce downtime, and minimize the impact of any issues that do arise.

At its core,document management consists of two primary types of document sharing: system document sharing and process document sharing. System document sharing refers to the document sharing of IT infrastructure and applications, including network topology, hardware and software inventory, and configurations. Process document sharing, on the other hand, refers to the document sharing of IT processes, including incident management, change management, and problem management.

Collaborative document editing enables IT support solution organizations to identify areas of improvement, reduce downtime, and minimize the impact of security incidents. It also enables IT support solution organizations to provide clients with detailed reports and metrics, enabling businesses to make data-driven decisions about their IT environment.

Shared Document Collaboration Overview

Our results have shown that shared document collaboration apps are an effective way to manage client information. MSP documentation apps provide a centralized platform for IT support solution organizations to record, track, and manage information related to IT infrastructure, applications, and services. They offer a range of features and benefits that enable IT support solution organizations to manage their clients' environments more effectively.

Asset tracking: IT documentation software enables solution organizations to track IT assets, including hardware, software, and licenses. This enables support organizations to keep track of their clients' IT assets, ensure compliance with licensing agreements, and proactively manage hardware and software upgrades.
Configuration management: Service documentation tools enable IT support organizations to manage client-specific configurations. This includes network topology, hardware and software configurations, and user accounts and permissions.
Incident management: Documentation repository apps enable IT organizations to track and manage IT incidents, including service requests, incidents, and problems. This enables IT support solution organizations to respond to incidents more quickly, minimize downtime, and improve client satisfaction.
Change management: Documentation management solutions enable solution organizations to manage IT changes, including changes to hardware, software, and configurations. This enables IT support solution organizations to implement changes more effectively, minimize downtime, and reduce the risk of service disruptions.

Benefits of IT Process Documentation Software:

Improved Efficiency: Service desk documentation applications enable IT organizations to manage their clients' environments more efficiently. This includes reducing the time required to perform routine tasks, improving incident response times, and streamlining change management processes.
Improved accuracy: Document apps enable IT support organizations to ensure the accuracy of their information sharing. This includes ensuring compliance with licensing agreements, maintaining up-to-date network topology diagrams, and tracking hardware and software configurations accurately.
Improved client satisfaction: IT process documentation software provides clients with detailed reports and metrics. This enables businesses to make data-driven decisions about their IT environment and ensures that IT support solution organizations are delivering value to their clients.

Tips for Using IT Process Software Effectively
When it comes to using service documentation tools effectively, there are several tips to keep in mind. Here are some helpful suggestions for each of the three brands discussed in this article:
ConnectWise Manage
ConnectWise Manage is a robust professional services automation app that offers a wide range of features to help manage client accounts, projects, and billing. While it can manage a limited level of IT process documentation such as configurations, it does a really poor job of it on its own. It does some tasks really well and a PSA tool is an absolut must for any serious IT organization. Below are some of its strong points:

Use the workflow feature to automate repetitive tasks and save time
Customize the dashboard to prioritize important information
Integrate ConnectWise Manage with other tools, such as QuickBooks or Microsoft Teams, to streamline processes
Attend training sessions or webinars to learn about new features and best practices

IT Glue
IT Glue is a popular documentation management solution that offers a centralized platform for storing and accessing client information. To use IT Glue effectively, consider these tips:

Use the document management feature to store and organize documents in a logical way
Leverage the search function to quickly find the information you need
Implement IT Glue's password management feature to securely store and share passwords with team members
Use IT Glue's integrations with other tools, such as ConnectWise Manage or Autotask, to further streamline processes

SolarWinds Passportal
SolarWinds Passportal is IT process documentation software that in our mind is more suited to an internal IT department. The ability to repeat or templatize clients is extremely limited making it a labor intensive process to onboard a new client. It does however offer features for document sharing, password management, and dark web monitoring. To use SolarWinds Passportal effectively, try these suggestions:

Use the document sharing feature to store and organize client information in a centralized location
Take advantage of the password management feature to securely store and share passwords with team members
Utilize the dark web monitoring feature to detect compromised credentials and proactively protect clients
Integrate SolarWinds Passportal with other tools, such as ConnectWise Manage or Autotask, to further streamline processes

By implementing these tips, you can make the most of your service desk documentation applications and ensure that your document sharing framework is accurate, organized, and secure.

Utilizing documentation software can greatly benefit service providers by improving efficiency, organization, and customer satisfaction. Through my own experience providing document collaboration to IT support organizations that help their clients as well as them, I have seen the positive impact that these apps can have on businesses.

While each app has its own unique features and benefits, it is important for support organizations to consider their specific needs and goals when selecting a document sharing platform. It may be helpful to trial a few different options before committing to a particular app. The Hudu documentation platform for instance offers a reasonable trial if you ask them.

In addition to choosing the right app, it is important for IT service organizations to effectively utilize the app to maximize its benefits. This can be done by setting up a clear and organized structure, regularly updating and maintaining team document collaboration, and encouraging team members to use the app consistently.

Overall, collaborative document editing applications are a valuable tool for businesses looking to streamline their operations and provide better service to their clients. Our results show that by taking the time to carefully select and effectively utilize documentation tools, IT service organizations can improve their workflow and ultimately achieve greater success in their business endeavors.

While this article provides an overview of managed services documentation tools, there are many other MSP related articles here that will go into further detail on specific topics related to life as an IT service provider. These articles cover a range of topics from backup strategies to general consulting.

At our company, we specialize in providing document sharing & related services for IT service organizations in the US. If you are interested in learning more about how we can help your business improve its document sharing practices, we encourage you to click the "Get In Touch" button on the left to contact us.