MSP Information Hierarchy

By Chris Day, IT Glue

I get a lot of questions on how to best organize IT documentation in general, and so I thought I would take a few minutes to share my experiences in terms of what we’ve seen working well at MSPs and IT Service Providers to-date. Of course, every provider has a unique way of doing things, but there are many similarities in the data we’ve collected over the years. Let me also add a foreword that this is by no means the “de facto” standard on how to organize your documentation, it is meant more as an tool to help fast track you as you embark on a mission to tame the documentation beast. With that said, here are some concepts and screenshots to get you started.

Internal, external or customer-specific?

Documentation you use to track internal knowledge base (e.g. how to restore Datto backups or how to create a new user in ConnectWise) does not belong mixed in with all your other external or customer-specific documentation. We suggest separating this at a very high level as it’s fundamental to the IT workflow in being able to track down and use the information (and keep it updated).