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Managed Service Providers (MSPs) are responsible for managing and maintaining their clients’ IT infrastructure. They are expected to provide reliable, responsive, and efficient services to their clients, while also ensuring the security and integrity of their clients’ data. In order to achieve these goals, you need to have comprehensive MSP documentation that outlines processes, procedures, and protocols.

Documentation is critical for Managed Service Providers for several reasons. Let’s explore the importance of documentation for MSPs and why it is essential for their success and that of the clients they serve.

Efficient Service Delivery

Documentation is critical for ensuring efficient service delivery. MSPs typically handle a large number of clients, each with their own unique needs and requirements. Without documentation, it can be challenging to keep track of all the details required to provide timely and efficient service. Documentation ensures that all relevant information is readily available and accessible. This makes it easier for MSPs to manage their clients’ IT infrastructure.

For example, a comprehensive client onboarding document can help MSPs streamline the process of bringing on new clients. The document can include information such as network diagrams, system configurations, and hardware specifications. By having this information readily available, MSPs can quickly and efficiently onboard new clients, reducing the time and effort required for this process. This is certainly a money saver as well.

Consistency and Standardization

Documentation is essential for ensuring consistency and standardization in service delivery. MSPs are expected to provide consistent and reliable services to their clients, regardless of who is delivering the service. Documentation helps to ensure that all team members are following the same procedures and protocols. This reduces the risk of errors and inconsistencies across the board.

Consider, for example, how using a documented process for patch management ensures that all devices are patched regularly and consistently. This helps to reduce the risk of security breaches and ensures that all clients are receiving the same level of service.

Risk Mitigation

Documentation is crucial for mitigating risks associated with service delivery. As previously mentioned, MSPs are responsible for ensuring the security and integrity of their clients’ data. In the event of a security breach or data loss, documentation can help to identify the source of the issue and take appropriate action. It also aids in disaster recovery.

For example, a documented incident response plan outlines the steps to be taken in the event of a security incident. This can include steps such as isolating the affected device, collecting forensic evidence, and notifying the appropriate parties. By having a documented incident response plan, MSPs can quickly and efficiently respond to security incidents, reducing the risk of damage to their clients’ data and reputation.

Compliance and Auditing

Documentation is critical for compliance and auditing purposes. MSPs are often required to comply with industry standards and regulations, such as with HIPAA in the medical field. Documentation helps to demonstrate compliance with these standards and provides evidence of adherence to best practices.

A documented security policy, for instance, outlines the procedures and protocols for securing client data. This can include policies such as password management, access control, and encryption. By having a documented security policy, MSPs can demonstrate their compliance with industry standards and provide evidence of their commitment to data security.


Documentation is also an excellent tool for training new employees. When you hire new workers, they need to know how your MSP operates and what services you provide. With proper documentation, you can train new hires quickly and efficiently. This ensures that they are productive and contributing to the success of your business as soon as possible. This also lowers training costs substantially.


Consistency is key in the MSP business. When you have clear documentation, it ensures that everyone on your team is providing the same level of service to your clients. This consistency builds trust with your clients and ensures that they receive the same high-quality service every time they work with your MSP.


As your MSP grows, so does the complexity of your operations. Documentation helps to ensure that you can scale your operations without sacrificing quality. With clear documentation, you can easily replicate your processes and procedures across your organization. This ensures that everyone is working towards the same goals and objectives.

Improved customer service

If you have all your clients’ information documented along with your processes, you can service them better and more quickly. That relieves the pressure of searching for answers to important questions they may have. It also saves time, frustration, and – most of all – humiliation or embarrassment for not having answers at your fingertips. It proves that you know your client well and helps you build a trusting connection with them.

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These are just a handful of reasons why you need documentation for your MSP. Of course, every client is different, but with documentation in place, you can service each one in a unique manner according to their needs and wants.

For more information on documentation services for your MSP or any of our other services, contact Stillwater IT Services at 604-899-1105.