What makes a good KB?

I recently came across Divio’s documentation methodology, and I think it was perfect timing. I work on a helpdesk team at a small MSP, which you might know, means that there’s basically no SOPs, no KB, and very little structure in my day-to-day. Small company means wearing a few hats. Working in IT at that small company means there aren’t many hats that I don’t wear. A small list of things that have recently come up:

  • Desktop and application support
  • PC deployments
  • Server deployments
  • Network installation and troubleshooting
  • Negotiating with ISPs
  • Furniture installation
  • Excel formula troubleshooting
  • SQL queries (handed to billing)
  • Gathering billing data, sent to analytics
  • On-prem physical security
  • Inventory
  • Incident Response and Forensics

Anyways, my point is that we’ve created a large, large, amount of technical debt. Each of our team members have been creating KB articles with little direction. It’s quickly become an unmanageable and rarely useful mess. I think using some of the ideas from Divio can help me start sorting out or environment, and maybe turn all my knowledge goop into an actual knowledge base. I’ll post the best ones I write here.