Bare Minimum Documentation: The MSP’s Secret Weapon Against Chaos and Overkill

In the world of Managed Service Providers (MSPs), documentation often swings between two extremes: the “we’ll remember it” approach and the “War and Peace” level of detail. I’ve been there—once spent an entire afternoon deciphering a 50-page SOP just to reset a password. That’s when I embraced the concept of Bare Minimum Documentation (BMD).

The Documentation Dilemma:

Let’s face it, no documentation leads to chaos. Over-documentation? That’s a rabbit hole of outdated procedures and information overload. BMD strikes the perfect balance, ensuring essential processes are documented without unnecessary fluff.

What is Bare Minimum Documentation (BMD)?

BMD is about capturing only what’s necessary to perform a task effectively. It’s the “just enough” approach—clear, concise, and actionable. Think of it as the CliffsNotes for your MSP operations.

Why BMD Beats the Extremes:

• Efficiency: Quick access to essential information saves time.
• Consistency: Standardized procedures reduce errors.
• Scalability: Easier to update and maintain.
• Training: New hires ramp up faster with straightforward guides.

Key Helpdesk Processes Ideal for BMD:

1. User Creation:
   • Steps: Request received → Account created → Credentials shared.
   • Tools: Active Directory, Email System.
2. User Termination:
   • Checklist: Disable accounts → Retrieve assets → Reassign responsibilities.
   • Security: Ensure access is revoked promptly.
3. New Workstation Build:
   • Baseline: OS installation → Essential software → Security configurations.
   • Note: Keep a standard image to streamline the process.
4. Data Recovery:
   • Procedure: Identify backup → Restore data → Verify integrity.
   • Communication: Inform stakeholders of recovery status.
5. Password Reset Procedures:
   • Verification: Confirm user identity.
   • Reset: Update password → Notify user securely.
6. Onboarding New Clients:
   • Gather: Network details, user list, software inventory.
   • Setup: Configure systems, establish communication channels.
7. Offboarding Clients:
   • Process: Data handover → Terminate services → Final billing.
   • Documentation: Ensure all steps are recorded for future reference.

Implementing BMD: Best Practices

• Identify Core Processes: Focus on tasks that are frequent and critical.
• Use Clear Language: Avoid jargon; be direct.
• Regular Reviews: Schedule periodic audits to keep documentation current.
• Leverage Tools: Utilize platforms that facilitate easy access and editing.