You know that sinking feeling when your star technician is on vacation and no one else knows how to handle that critical client setup? Or when you’re staring at a process document that hasn’t been updated since Windows 7 was new? Let’s talk about turning those documentation nightmares into automation opportunities.
The Real Cost of “Ask Bob”
We’ve all been there. “Oh, you need help with that? Ask Bob – he knows how to do it.” Bob might be your best technician, but relying on tribal knowledge is like building your MSP on quicksand. Every time Bob takes a vacation, gets sick, or (heaven forbid) moves on, a piece of your operational knowledge goes with him.
Why Most SOPs Fail
Traditional SOPs often fail for three simple reasons:
- They’re written once and forgotten
- They’re too complicated to follow
- They don’t adapt to real-world scenarios
The Automation-First Documentation Approach
Here’s where things get interesting. Instead of writing step-by-step instructions that become outdated faster than Windows updates, let’s talk about building living, breathing SOPs that evolve with your business.
Documentation That Works
Start with the end in mind. Every SOP should answer three questions:
- What problem does this solve?
- What’s the desired outcome?
- How can we automate this?
The Framework
Your SOP structure should be simple:
Process Name: Make it clear and searchable Purpose: One sentence that explains why this exists Scope: What it covers (and doesn’t cover) Process Flow: The actual steps Automation Opportunities: Where scripts can take over Quality Checks: How to verify success
Making SOPs Live and Breathe
Here’s the secret sauce – integrate your SOPs with your automation. Instead of documenting how to manually install software, document how to use your automation scripts. Your SOP becomes a guide for managing automation rather than performing manual tasks.
Example: New Computer Setup
Old Way:
- 20 steps of manual clicking
- Different techs doing things differently
- Inconsistent results
- Hours of work
New Way:
- Run automation script
- Verify completion
- Document any exceptions
- Done in minutes
The Documentation Lifecycle
Good documentation isn’t static. It should evolve through:
- Creation – Initial documentation
- Automation – Converting manual steps to scripts
- Validation – Testing in real scenarios
- Iteration – Regular updates and improvements
Making It Stick
The best SOP is the one that actually gets used. Here’s how to make that happen:
Keep It Simple
One process, one document. If your SOP reads like a novel, it’s too long.
Make It Accessible
Store documentation where your team actually works – in your PSA, RMM, or documentation system.
Update Regularly
Schedule monthly reviews. What’s changed? What’s new? What can be automated?
Link to Automation
Every manual process in your SOP is an automation opportunity waiting to happen.
The Power of Standardization
When your SOPs are clear, current, and coupled with automation:
- New technicians get up to speed faster
- Service delivery becomes consistent
- Client satisfaction improves
- Your business becomes more scalable
Real World Impact
We’ve seen MSPs transform their operations by combining solid documentation with automation:
- Onboarding time cut by 70%
- Service consistency improved by 85%
- Technician satisfaction increased dramatically
- Client complaints reduced significantly
Starting Your Documentation Revolution
- Start with your most common processes
- Document the current state
- Identify automation opportunities
- Create your first automated SOP
- Test, refine, and repeat
The Path Forward
Remember, perfect documentation isn’t the goal – better service delivery is. Start small, focus on what matters, and keep pushing toward automation.
Your SOPs should be living documents that guide your team toward consistent, efficient service delivery. When combined with automation, they become the foundation of a scalable, profitable MSP.
Ready to transform your documentation from a liability into an asset? Let’s talk about making your SOPs work for you, not against you.
P.S. – If your current documentation strategy is “ask Bob,” we should probably chat sooner rather than later.