The documentation you'll regret not having
The only person who knew how that system worked just gave notice.
Key person dependency is an operational risk most MSPs ignore until it's too late. The engineer who's been there longest knows things nobody else knows. The procedures that exist only in their head. The client relationships only they maintain. When they leave, the knowledge leaves with them.
The scenario:
You want to identify and capture critical knowledge before people leave or become unavailable.
The prompt:
You're building a knowledge capture process.
Create a framework that includes:
- Identifying single points of failure (who knows what only they know)
- Knowledge capture interview process
- Critical documentation checklist by role
- Cross-training requirements and schedule
- Succession planning for key positions
- Ongoing knowledge sharing practices
Include an exit interview template focused on knowledge transfer.