Having been in this sector for a looooong time, I’ve grudgingly come to appreciate documentation.
I diligently scan articles in my company sector and came across this article: Great Way to Document Procedures and Policies
This ties into a book I read recently, The E-Myth, Revisited. The basic principle is that if you want to scale your business and provide a predictable and comfortable experience for your customer, you must ensure that you have procedures and policies in place. This should be in a central and easily accessible documentation repository. This ensures that your business provides a consistent and superior service.
One of the biggest challenges in our field is understand how the environment works, what it took to get there and if the doodoo hits the fan, what to do to REMOVE THE FAN! Then see what you can do about the doodoo….
Each customer’s environment has its quirks and special sauce. A common occurrence is that only the Technician that fixed the problem, rarely documents the procedure taken to fix this problem. This is endemic in our field of work – its actually cultural. Ours is traditionally a break-fix mentality. It if works, leave it alone and move on to the next one. Pray that it does not break, and if the Gods have a sense of humor on the day, react the best you can. A technician’s sole purpose is to fix the problem. However this does not work for a Managed Services environment and for those of us that want to provide a long term valued service!
What we have started using is Onenote stored on Sharepoint for Office 365. This ensures that we can add video’s, audio, pictures and doodles in Tech speak. We also have the ability of sharing a Knowledge Base or Wiki with our customers so that they too can also help themselves. Using the Office 365 platform also affords us the ability of using Rights Management (excuse spelling mistakes in this article – author explains very simply what Rights Management is) to provide secure access to sensitive content like passwords to equipment.
Over the long term, this will build a good knowledge base for new technicians to familiarize themselves with. It will also give us the edge on avoiding issues or solving them in record time. Met EEEEISH ya….:-)