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Documentation

Documentation is probably our favorite section.  We define documentation in two ways:

1.) Storing your decisions (written process, SOPs, etc).

2.) Recording client data (client assets, inventory, etc).

The key to documentation is consistency through out, so we recommend starting with D02 – The Process Process which will help you set the stage for all the other documentation to come.

  • D01 - Type, SubType, & Item

    Apr 15, 2021

    Tags: ConnectWise Manage, IT Glue Download [1.39 MB]

  • D01.1 - Creating TSI with SOPs

    Jan 18, 2021

    Tags: ConnectWise Manage, IT Glue The SOP should already exist in IT Glue ( ITG) before proceeding. Follow D02 – The Process Process on where to store those or find those initially. Download [1.57 MB]

  • D01.2 - Type, Subtype, Item Examples

    Jan 18, 2021

    Tags: ConnectWise Manage, IT Glue Download [11.09 KB] Download

  • D01.2 - Type, Subtype, Item Examples - Public

    May 21, 2021

    Tags: ConnectWise Manage, IT Glue Download [11.09 KB]

  • D01.3 Issue and Sub-Issue Autotask

    Feb 18, 2021

    Tags: ConnectWise Manage, IT Glue Issue and Sub Issues are powerful tools in Auto Task. When tickets are coded with these two items, several positive things become possible. Download [1.39 MB]

  • D01.4 Linking Issues and Sub-Issue with SOPs

    Feb 18, 2021

    Tags: ConnectWise Manage, IT Glue In this document we will link Issue and Sub-issues with their corresponding SOP documentation. In this example we will be linking with IT Glue but if you have a network…

  • D02 - The Process Process

    Mar 23, 2021

    Tags: ConnectWise Manage, IT Glue These types or processes are step-by-step instructions to be followed by our in-house technical staff. They should be written to a level of detail that any formal technician on our…

  • D03 - Client Crib Sheet

    Jan 18, 2021

    Tags: ConnectWise Manage, IT Glue A Client Crib Sheet is a short document with a high-level overview about the client. The below template can be used in Word docs organized in SMB or SharePoint, or…

  • D04 - Password Naming Standards

    Jan 18, 2021

    Tags: ConnectWise Manage, IT Glue Many Password Management Systems (PMS) rely on global searches for the fastest and most efficient password retrieval. Therefore the key to easily finding passwords is to ensure that the entire…

  • D05 - Asset Documentation

    Mar 23, 2021

    Tags: ConnectWise Manage, IT Glue Most firms are not starting from zero documentation. Therefore, the typical roll out of formalized asset documentation is to finalize your asset documentation below, one at a time, announce it…

  • IT Glue Tips and Tricks

    Jan 12, 2021

    Tags: ConnectWise Manage, IT Glue 2019.2 video: Learn about the popular IT Documentation platform IT Glue from fellow users, just like you, including peer questions and answers. See tricks from how to name your documents,…

  • ST01 - Client Welcome Initiative

    Mar 23, 2021

    Tags: ConnectWise Manage, IT Glue Here is our Client Onboarding project template/process. Download [1.41 MB]

  • ST01.1 - MSP Welcome Letter

    Jan 12, 2021

    Tags: ConnectWise Manage, IT Glue (Date) Dear (First Name): Thank you for choosing (Our Company). We are glad you chose us and excited to have you onboard! This letter is to introduce you to our…

  • ST01.2 - Accounting Introduction Letter

    Jan 12, 2021

    Tags: ConnectWise Manage, IT Glue Thank you for choosing (Our Company). We are glad you chose us and excited to have you onboard! This letter is to introduce you to our accounting process. Download

  • ST01.3 - Support Introduction Letter

    Jan 12, 2021

    Tags: ConnectWise Manage, IT Glue Thank you for choosing (Our Company). We are glad you chose us, and we are excited to work with you and your staff. This letter is to introduce you to…

  • ST01.4 - Information Request List

    Jan 16, 2021

    Tags: ConnectWise Manage, IT Glue ​  

  • ST02 - Security Standards

    Mar 23, 2021

    Tags: ConnectWise Manage, IT Glue Download

  • ST03 - Password Policy

    Jan 31, 2021

    Tags: ConnectWise Manage, IT Glue Download [1.39 MB]

  • ST04 - Naming Standards

    Jan 31, 2021

    Tags: ConnectWise Manage, IT Glue List all clients here, so that any exceptions to the naming standards will also be listed here for verification. These exceptions can exist due to very common acronyms or inheriting…

  • ST05 - Network Cabling Standards

    Jan 31, 2021

    Tags: ConnectWise Manage, IT Glue In server rooms and MDFs/IDFs, always use minimal cable length that provides the connection and a service loop. For user facing cables, longer cables may be used for future rearrangements…

  • ST06 – Client Check-In Meetings

    Jan 31, 2021

    Tags: ConnectWise Manage, IT Glue Sometimes the need arises to meet with a client on a regular basis. This is usually employed for complex clients, needy clients, or jeopardy clients. The meeting frequency can be…

  • ST07 – Phone Scripts

    Jan 31, 2021

    Tags: ConnectWise Manage, IT Glue The purpose of a phone script is to help us deliver a consistent, friendly experience over the phone. We’d like our clients and vendors to be able to recognize us…