Fix Now, Document Later – A Vicious Cycle
IT teams solve complex problems every day, yet the one thing that could make their lives easier is constantly neglected: Documentation
Everyone agrees it’s important, but when workloads pile up, fixing the issue takes priority over recording how it was fixed. Documentation is left for “later,” which often means never.
The paradox? The more essential documentation is, the less time teams have to do it. And when they finally need it (during an outage, a compliance audit, or a security incident) it’s missing, outdated, or incomplete.
The Onboarding Documentation Gap
Nowhere is the IT documentation paradox more evident than in new client onboarding. This is the perfect time to capture a complete picture of an environment, but in the rush to get systems live, documentation is often deprioritized.
Onsite documentation alone takes 4-6 hours, and post-onsite review by a T3 engineer (the only one qualified to catch gaps) adds another 2-6 hours. Without thorough documentation from the start, MSPs face costly setbacks: missing network details, undocumented service accounts, and unknown DNS settings that lead to wasted time, escalations, and frustration.
The paradox? The more critical documentation is during onboarding, the less time teams have to do it right. Instead of focusing on proactive work, engineers are forced into reactive mode, filling in missing details long after they should have been captured.
The Cost of Doing Nothing
Bad documentation isn’t just an inconvenience, it’s a direct hit to your MSP’s bottom line.
Take a simple troubleshooting scenario: A technician spends 45 minutes diagnosing a recurring issue because there’s no record of the previous fix. Multiply that across dozens of tickets per month, and suddenly, hours of engineering time are wasted on rediscovering solutions instead of resolving new problems.
Now, consider this at scale:
- More time against an agreement = less profitability.
- Longer ticket resolution = lower customer satisfaction.
- Inconsistent records = compliance and security risks.
The reality? Manual documentation is unsustainable. The MSPs that ignore it are losing money, efficiency, and security.
Automation Eliminates the Documentation Paradox
The only way to break the cycle is to remove human effort from documentation. Clients expect efficiency, compliance requires accuracy, and scaling without automation is impossible. Automation isn’t a luxury, it’s a necessity.
That’s where Liongard’s IT Glue Pro Sync comes in.
- Always Current: Syncs core configurations, no more outdated records.
- Faster Resolutions: Technicians get instant answers, reducing troubleshooting time.
- Audit-Ready: Automated audit trails ensure security and regulatory requirements are met.
- Scales Effortlessly: Whether you have 50 or 500 clients, documentation stays consistent and reliable.
MSPs That Win, Automate
The top-performing MSPs don’t just document – they document intelligently. Liongard’s IT Glue Pro Sync eliminates the burden of manual updates, ensuring you have the right data, exactly when you need it.
Stop wasting time. Start syncing. Request a Demo Today!