There’s always a set of routine activities that are a part of every MSP. Whether it’s bespoke processes that keep your business operations running smoothly, or troubleshooting flows for tickets that you get every day, there’s predictability in how work progresses from one stage to the next.
With runbooks, you can leverage this predictability to automate your processes and close tickets faster. Runbooks work across the platform, allowing you to perform your routine steps, without having to leave your ticket.
So, what is a Runbook?
A runbook is a collection of standard operating procedures that need to be followed in order to resolve a specific, frequently occurring issue. It consists of checklist items, templated responses, tasks, approvals, pre-loaded scripts, IT documents, and more, that need to be carried out and ensures due diligence and thorough completion of the process. Here’s how runbooks add value to your operations:
They make each process easier to follow so that each process is strictly adhered to and no crucial steps are missed.
Each process is documented in detail, so knowledge of each process is preserved perfectly for the future.
They act as guardrails that guide new technicians through routine processes, getting them up to full speed faster, and flattening their learning curve.
Now that we’ve covered everything that the Runbook can do, let’s dive into how you can configure them for your operations. Click here to learn everything you need to know about configuring unified runbooks for your business.