In the MSP industry, it's a frequent assumption that "I have a PSA to track my time and an RMM to push my patches—I’m covered." Having a PSA software and an RMM without a specific documentation platform is like to having a car with wheels and an engine but no steering wheel. You're moving, but you're not sure where you're headed.

The "third pillar" of a professional IT operation is still documentation for the following reasons.
Data Tells You What, Knowledge Tells You How
Your RMM and PSA are data machines. They are excellent at spitting out device listings, ticket numbers, and notifications. However, they are infamously poor in capturing information.

• The PSA Gap: Although a ticket may state "Issue Resolved," it will not explain to the subsequent technician how the problem was resolved or why a certain workaround was employed.

• The RMM Gap: Your RMM is aware that a server is operating, but it is unaware of the "why" behind an unusual setup or the precise backup strategy in case the server encounters a problem.

Also Read: What is a Fully Qualified Domain Name (FQDN)?