Skip to main content

IT Document Management System

Help your technicians work smarter with IT document management software

IT Document Management System
IT Document Management System 1

Standardize documentation and apply guidelines around what to document

Anyone can procrastinate when it comes to documentation—but it can cost your MSP in the long run. Practicing consistent, organized, and systematic documentation can be tedious. Often, technicians don’t even know where to start. SolarWinds® Passportal + Documentation Manager takes the stress out of IT document management and helps MSPs simplify the entire documentation process for their technicians. 

Passportal provides a centralized solution for IT documentation management so client knowledge is shared easier from a single source of truth. This IT documentation system also provides standards and guidance around what technicians should document. With these features, documentation can become second nature.
 

Resolve customer incidents faster by putting information at your technicians’ fingertips

When a customer submits a help desk ticket or sends an email with a support request, your reputation as an MSP may depend on how quickly your technicians can respond and resolve the issue. However, toggling back and forth between disparate systems for operating procedures, knowledge base articles, passwords, and more will inevitably slow your team down. By the time your technicians gather the details they need, your customer may have already been waiting too long.

SolarWinds Passportal + Documentation Manager makes it easy for your technicians to access all relevant documents from a single cloud-based document management software. If a technician who typically works with a specific customer is unavailable, you can direct another team member to the relevant processes and documentation, so your customer won’t be kept waiting. You can even empower your customers to resolve their own issues with knowledge base articles and the option to perform self-service password resets with the Passportal Blink add-on.

IT Document Management System 2
IT Document Management System 3

Maintain consistent service delivery by retaining documented knowledge

Your success as an MSP depends not only on rapid service delivery, but also consistent and reliable service. This might be hard to maintain in the face of technician turnover, which traditionally requires long onboarding periods and can be made more difficult with the loss of client knowledge. SolarWinds Passportal + Documentation Manager helps you avoid these problems altogether.

Since documentation and SOPs are available in one centralized location, new technicians can step in and address customer urgent needs without missing a beat. Technicians no longer have to make guesses about complex networks while troubleshooting—they can refer to clear documentation that describes the best way to perform tasks. This means fewer errors, more consistent service, and happier customers. 

Passportal also makes training more efficient by allowing new team members to teach themselves via existing documentation, only consulting supervisors when something is unclear. This makes onboarding easier for everyone and means that your supervisors will have more time to focus on other responsibilities.
 

Control access per document as needed and integrate with password management

Granular access with Passportal + Documentation Manager gives you total control over permissions and helps you enforce the principle of least privilege. With this IT documentation system, you can set permissions on a document-by-document basis. 

Not only does this increase security, it also means that your technicians can work productively with the knowledge that they can access the documents they need. In turn, you can rest easy knowing that they have the appropriate level of permission to execute their role without compromising the security of the entire organization.

IT Document Management System 4

Get More on IT Document Management

Frequently Asked Questions

What is an IT document management system?

An IT document management system is a tool designed to make organizing and sharing customer information easier so that you can more efficiently provide service.  Most IT document management systems have:

  • Indexing, retrieval, and search features
  • Security features to enhance compliance
  • Workflows that allow administrators to enforce the principle of least privilege

Why is IT documentation important?

IT documentation helps MSPs stay organized and efficient. Today’s businesses handle large quantities of paper and digital data every day, from sensitive customer knowledge to confidential contact information. What’s more, it’s likely that all this data is stored on many disparate systems. When technicians have to search for information in a variety of different places to support customers, your speed, consistency, and quality of service could suffer. Without an efficient system, files can also be duplicated, damaged, or lost altogether. 

An IT document management system helps MSPs navigate all these pain points with ease. Such a solution centralizes IT documentation for easier access, enhanced security, and improved efficiency—helping your technical team work faster and smarter.
 

What are the benefits of IT documentation?

Here are some of the key benefits offered by IT document management software:

  • Easier retrieval - Your technicians may be wasting many small amounts of time every day searching for information on systems or customers, which can add up to big productivity losses. Having one efficient documentation process and location saves valuable time and improves consistency of service delivery.
  • Fewer errors - You can dramatically reduce human error with clear, detailed documentation in a centralized location.
  • Faster incident resolution - IT technicians waste time looking for information spread across different tools and applications. An IT documentation system helps place knowledge at their fingertips to standardize service delivery and expedite issue resolution. 

What should you document in your MSP?

To get started with the documentation process, think about capturing the most relevant internal data and customer information. Start by documenting the information which technicians use most to perform their daily tasks.

A documentation management system helps reduce time searching for procedures and client knowledge. Therefore, you should store internal and external documentation related to:

  • Passwords and credentials
  • Domain registrations
  • Standard Operating Procedures (SOPs)
  • SSL certificates
  • Details of internal hardware
  • Backup configuration details
  • Managed assets for all customers
  • Remote domain names
  • Details on all active and archived projects

Your IT document management system should record all the information necessary for your technicians to provide consistent, high quality service to your customers—no matter where they are or how long they’ve worked with a customer.
 

What is an IT document management system?

An IT document management system is a tool designed to make organizing and sharing customer information easier so that you can more efficiently provide service.  Most IT document management systems have:

  • Indexing, retrieval, and search features
  • Security features to enhance compliance
  • Workflows that allow administrators to enforce the principle of least privilege

Why is IT documentation important?

IT documentation helps MSPs stay organized and efficient. Today’s businesses handle large quantities of paper and digital data every day, from sensitive customer knowledge to confidential contact information. What’s more, it’s likely that all this data is stored on many disparate systems. When technicians have to search for information in a variety of different places to support customers, your speed, consistency, and quality of service could suffer. Without an efficient system, files can also be duplicated, damaged, or lost altogether. 

An IT document management system helps MSPs navigate all these pain points with ease. Such a solution centralizes IT documentation for easier access, enhanced security, and improved efficiency—helping your technical team work faster and smarter.
 

What are the benefits of IT documentation?

Here are some of the key benefits offered by IT document management software:

  • Easier retrieval - Your technicians may be wasting many small amounts of time every day searching for information on systems or customers, which can add up to big productivity losses. Having one efficient documentation process and location saves valuable time and improves consistency of service delivery.
  • Fewer errors - You can dramatically reduce human error with clear, detailed documentation in a centralized location.
  • Faster incident resolution - IT technicians waste time looking for information spread across different tools and applications. An IT documentation system helps place knowledge at their fingertips to standardize service delivery and expedite issue resolution. 

What should you document in your MSP?

To get started with the documentation process, think about capturing the most relevant internal data and customer information. Start by documenting the information which technicians use most to perform their daily tasks.

A documentation management system helps reduce time searching for procedures and client knowledge. Therefore, you should store internal and external documentation related to:

  • Passwords and credentials
  • Domain registrations
  • Standard Operating Procedures (SOPs)
  • SSL certificates
  • Details of internal hardware
  • Backup configuration details
  • Managed assets for all customers
  • Remote domain names
  • Details on all active and archived projects

Your IT document management system should record all the information necessary for your technicians to provide consistent, high quality service to your customers—no matter where they are or how long they’ve worked with a customer.
 

Empower your team with an IT document management system

SolarWinds® Passportal™ Documentation Manager

  • Standardize documentation processes to help your technicians
  • Provide consistent customer service delivery
  • Manage user access as needed to keep sensitive documents secure