We’ve been using the same tools to monitor, manage, document and support our client networks since the company started. At the time these tools were selected, they were identified as the best of the best, and they’ve served us well. But technology evolves, new tools become available and we’re making an important change.
One of the key tools of our business is our document management system.
We used Autotask early on, but found that it was less flexible in how data can be stored. We moved to Microsoft OneNote and found that it provided a structured and searchable environment, but it’s not very dynamic or all-inclusive as far as the documentation it stores.
This is where IT Glue comes in.
IT Glue provides a documentation environment that allows us to easily standardize the documentation we store for each client. It enables a level of collaboration we ‘ve never had before. It will allow us to build documentation that is accurate and dynamic.
IT Glue will integrate with our desktop monitoring agent that runs on every workstation for the clients we manage. This will eliminate the need to enter some of the information we track multiple times. Any changes to client networks are automatically reflected in the documentation. We’ll be able to track changes over time so that we have an even better handle on who did what.
The increased efficiency will allow us to focus more on client care and less on managing data points.
Umbrella is all about customer service. To support that mission, we continually search for ways to improve service delivery. We think IT Glue is going to help us provide even better support to our clients! Have you ever used IT Glue before? Any other documentation systems you’ve used that you love? Let us know in the comments, and thanks for reading!