An MSP Leader’s Perspective: The Power of IT Glue in Business Transformation

Recently, we had the opportunity to sit down with Jason LaPorte, CTO and CISO of Power Consulting, during an insightful webinar. Jason shared his journey in the IT industry, discussed the challenges of managing IT documentation and offered valuable advice for MSPs looking to streamline their operations.

Jason’s career began after graduating with an engineering degree from NYU Poly in 1996. Initially working in telecom engineering, he quickly discovered his passion for software and computers. By 1997, he founded an IT telecom company, but as the telecom world began shifting toward technology, Jason found himself increasingly drawn to the IT side. This shift ultimately led him to Power Consulting, where he has spent the past 16 years contributing to the company’s growth.

As CTO, Jason oversees the technology deployed both internally and for clients, managing help desk operations, service delivery and partner relationships. As CISO, he’s responsible for security measures, ensuring both internal and client systems are protected in today’s complex cybersecurity landscape. Jason emphasized that security for MSPs goes beyond antivirus software — it requires a proactive approach to safeguarding networks and systems.

Here are the key takeaways from our conversation:

Q: How has your team’s approach to security evolved over the years?

Jason: Security has become much more complex in recent years. Ten years ago, it was mostly about keeping malware and ransomware off systems. Now, with SaaS, cloud services and token theft becoming commonplace, the challenges have escalated. Our clients rely on us to manage this complexity, and we’ve had to grow our team and expertise to meet these demands.

Q: Let’s dive into IT documentation. What were some of the challenges you faced before implementing IT Glue?

Jason: Before IT Glue, we relied on a mix of SharePoint, Excel and institutional knowledge. Everything was scattered, and much of it was in our employees’ heads, which made it difficult to onboard new hires or scale our operations efficiently. As we grew, it became clear that we needed a more structured approach to documentation. That’s when we started using IT Glue around 2018-2019, and it’s made a world of difference.

Q: How has IT Glue impacted your team’s efficiency and client satisfaction?

Jason: The most noticeable improvement has been in onboarding new users and systems for clients. Before IT Glue, this process was often chaotic, leading to multiple tickets and frustrated customers. Now, with detailed checklists and linked KB articles, the process is smooth and predictable. It’s also helped with employee retention — techs are happier because they’re not wasting time searching for information. Good documentation keeps everyone organized and reduces frustration.

Q: Can you give an example of how IT documentation directly impacts customer satisfaction?

Jason: Onboarding new users is a great example. With IT Glue, we have a defined process, complete with checklists and SOPs. When something goes wrong, we don’t have to panic. We can go back to the documented process and show the client that we followed it, and if something needs to be adjusted, we collaborate to make improvements. It demonstrates to our clients that we’re organized and in control, which builds trust and keeps them satisfied.

Q: How do you ensure your team is keeping everything up to date?

Jason: We have a few systems in place. First, we do quarterly reviews of each customer’s infrastructure and documentation, with an annual deep dive into all of our KBs. If a tech comes across outdated documentation, they flag it, update it if they can or escalate it. We also gamify the process by rewarding the techs who create the most KBs, which motivates them to stay on top of documentation.

Q: What role do IT Glue’s integrations play in your daily operations?

Jason: Integrations are essential. Our RMM and PSA tools sync directly with IT Glue, which means our asset tracking and ticketing are always up to date. The Microsoft 365 integration is particularly valuable — it lets us see everything from user licenses to group memberships, which saves a lot of time. Network Glue is another game changer, as it continuously updates our documentation with network assets like switches, firewalls and users.

Q: AI is becoming a hot topic in IT. How do you see AI impacting your operations?

Jason: AI is the future, no doubt. We’re already using tools like ChatGPT and Copilot to write scripts and automate repetitive tasks. IT Glue’s AI features, like Cooper Copilot Smart Relate, help identify document relationships and make the documentation process faster and more efficient. The potential for AI to automate even more processes — like generating documentation from browser actions or updating stale documents — is huge. We’re excited to see how these tools evolve.

Q: For MSPs just starting out with IT documentation, what advice would you give?

Jason: Start small and plan carefully. Your first KB should be about how to write KBs — create a template and stick to it. Don’t rush into moving everything into IT Glue without a clear plan, as you’ll end up redoing a lot of work. Documentation is a never-ending process, so approach it methodically, and don’t be afraid to evolve over time.

Jason’s journey with IT Glue highlights the transformative power of structured documentation and the growing importance of AI in the IT space. Whether you’re an MSP just starting or a seasoned pro, there’s a lot to learn from his experience. For more insights on IT Glue and how it can streamline your operations, explore our latest features and integrations by requesting your live demo today!