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Inefficient documentation processes are one of the biggest time wasters for IT departments.

Coveo recently conducted a survey to determine how much time IT workers spend searching for relevant information. The answer? A whopping 4.2 hours every day.

For context, that’s more than half a workday searching for information.

IT documentation tools fight this issue by centralizing all IT information. This makes it easily accessible and reduces the amount of time spent searching for resources. To help you choose an IT documentation tool, this article reviews the best options—complete with basic information on these solutions and how they work.

What is IT documentation software?

IT documentation software is designed to create, manage, and organize detailed information about an organization’s IT infrastructure, processes, and procedures.

Some IT documentation tools are standalone solutions made for one purpose, such as creating knowledge base articles. Others are part of a comprehensive IT management tool capable of more than managing documents.

Types of IT documentation software

The types of IT documentation software can be broadly divided into knowledge base, wiki, asset management, and unified IT documentation solutions.

Let’s look into each of these in more detail.

1. Knowledge base software

IT teams use knowledge base software to create a central repository of information that includes instructions and articles about IT basics. Customers can use these articles to handle routine IT tasks themselves, resulting in expedited processes and lightened workloads.

An IT knowledge base is often coupled with an IT ticketing system, which helps to track and store requests and alert technicians of looming problems.

2. Asset management software

Asset management software helps manage and optimize the lifecycle of IT assets, including hardware, software, network components, and other technology components.

These tools maintain an accurate inventory of IT assets, track usage, and ensure compliance with regulatory requirements.

3. Wiki software

IT teams often use wiki software for internal documentation, such as project documentation, team procedures, and company policies. These tools allow multiple users to create, organize, and edit content in real time. 

Wiki software is ideal for those who require a dynamic and continuously updated knowledge base.

4. Unified IT documentation systems

Unified IT documentation systems integrate different IT documentation tools—such as knowledge base and asset management—into one platform. This unified approach simplifies IT management.

Unified solutions, such as Atera, offer other IT management tools alongside IT documentation, including RMM, remote access PSA, patch management, reporting and analytics, and more.

Why you need IT documentation software

The benefits of IT documentation software include a competitive edge, stronger business continuity, better knowledge management, and streamlined documentation.

Let’s examine each of these in more detail.

1. A competitive edge

A Forrester report found that 97% of senior IT and business decision-makers have no or minimal documentation processes in their organizations.

IT organizations using documentation software gain a notable advantage over competitors by outperforming them through improved operational efficiency.

2. Better business continuity

IT documentation tools centralize and streamline access to essential information—such as system configurations and troubleshooting procedures. This greatly improves business continuity. Indeed, Forrester reports that 72% of IT decision-makers believe digital document processes help their organizations maintain business continuity despite unforeseen circumstances.  

3. Enhanced knowledge management

An IDC report identifies four main benefits of implementing a knowledge management system. They are:

  • Enhanced team collaboration
  • Better maintained and protected knowledge
  • Streamlined onboarding process
  • Improved employee performance

The top IT documentation tools include robust knowledge management tools, which can provide the benefits listed above.

4. Streamlined IT documentation

Despite living in the digital age, paper-intensive processes haven’t disappeared—46% of workers at small to midsize businesses spend their time on inefficient paper processes, according to The State of SMB Document.

IT documentation tools eliminate paper processes and streamline the process of documenting IT procedures through knowledge base management, real-time collaboration, password management, and more.

The 7 best IT documentation software in 2024

Here is the best IT documentation software available in today’s market. Because each listed solution serves a slightly different purpose, we’ve outlined its main features, pricing, and who stands to gain the most from using it. This information can help you choose the option that works best for you.

1. Atera

Atera Homepage picture. It says, "The only IT management platform powered by Action AI."

Atera is an all-in-one IT management platform with robust IT documentation tools. IT departments and MSPs use it to document processes, procedures, and client information. They can also collaborate with end users, track IT assets, and more.

In addition to IT documentation, Atera’s IT management platform includes RMM, patch management, remote access, PSA, and reporting. As an all-in-one solution, Atera reduces the need to invest in redundant software while still fully meeting a team’s IT support needs.

For enhanced functionality, Atera integrates with third-party tools.

Features and capabilities

Atera’s key IT documentation capabilities include:

  • Customer portal: Create a personalized support site for customers that allows them to open and track tickets, collaborate with end-users, and find historical responses.
  • Knowledge base: Create and share relevant articles that provide end-users with all the information they need. The knowledge base often works in conjunction with the customer portal.
  • Network discovery: Identify and manage end-user networks and devices automatically for efficient IT asset management.
  • IT automation for onboarding and offboarding: Set up devices as needed for new end-users and employees, then reset them to their original position after they leave.
  • Password management: Manage credentials securely and ensure that sensitive information is protected.

Atera is also the first IT documentation tool to incorporate AI to increase users’ efficiency. Atera Copilot’s capabilities include remote session summaries, instant ticket summaries, script generation, real-time device troubleshooting, and knowledge base article generation. For this latter capability, knowledge base articles are automatically generated from end-user tickets. 

This feature serves the dual function of enhancing customer satisfaction and easing IT support teams’ workloads.

User interface and usability

Atera’s admin dashboard facilitates an intuitive and easy way to manage knowledge base articles.

Atera knowledge base screenshot.

Atera knowledge base management

End-users can access knowledge base articles through Atera’s customer portal, which is fully customizable to a user’s preferences.

If at any point a user needs help navigating around Atera, they can contact the available 24/7 live chat support. Atera also has an active IT community that allows participants to discuss best IT practices and troubleshoot common problems.

Pricing and value for money

Atera’s pricing plans for IT departments range from $149 to $219 per month. For MSPs, the range is from $129 to $209. Enterprise customers can receive a custom quotation for more tailored offerings.

Atera’s pricing plans are all-inclusive. Users gain access to IT documentation and all other essential IT management tools, such as RMM, PSA, patch management, and so on. Atera Copilot and Atera’s Network discovery tools are available as an add-on.

Atera G2 rating: 4.6 out of 5.0 stars (600+ reviews)

What Atera users are saying on G2:

One G2 user appreciates how Atera combines all the key IT support capabilities—such as asset management, ticketing, remote access, patching, and RMM—into one platform. The reviewer also likes that Atera’s dashboard displays device health, possible problems, and open tickets in real-time, nixing the need for her to search for information.

Atera Capterra rating: 4.6 out of 5.0 stars (300+ reviews)

What Atera users are saying on Capterra:

A Capterra user describes Atera as a productivity tool that saves their organization considerable time. It simplifies time tracking, billing, and ticketing for effective ITSM. Atera provides proactive IT infrastructure monitoring to avoid IT incidents and improve efficiency.

Atera pricing:

Atera’s pricing plans for IT departments:

  • Professional: $149 per month, per technician
  • Expert: $169 per month, per technician
  • Master: $219 per month, per technician
  • Enterprise: Custom quotation. Contact sales for pricing.

Atera’s pricing plans for MSPs:

  • Pro: $129 per month, per technician
  • Growth: $179 per month, per technician
  • Power: $209 per month, per technician
  • Superpower (Enterprise): Custom quotation. Contact sales for pricing.

Get started with Atera on a 30-day free trial, no credit card required.

2. Document360

Document360 homepage picture. It says, "AI-powered knowledge base for customers and teams."

Document360 is a platform for creating, sharing, and managing knowledge bases. One of its key features is workflow automation, which helps automate documentation workflow. End-users can find accurate information more quickly using the available AI search tool. Document360 integrates with ITSM, CRM, and project management tools. 

Document360 focuses on the knowledge base management aspect of IT documentation. It lacks more comprehensive IT documentation tools such as keeping track of IT assets, reporting incidents, and managing configuration changes. If these tools are crucial for your IT team, Document360 may not be the best solution.

G2 rating: 4.7 out of 5.0 stars (400+ reviews)

Capterra rating: 4.7 out of 5.0 stars (200+ reviews)

Document360 pricing:

  • Standard: $199 per project, per month
  • Professional: $299 per project, per month
  • Business: $399 per project, per month
  • Enterprise: Pricing based on custom quotation; to get the pricing contact the Document360 sales team.

3. IT Glue

IT Glue homepage picture. It says, "The Gold Standard for IT Documentation."

IT Glue is one of Kaseya’s products. IT departments and MSPs use it for IT documentation. Its main features are a centralized repository for storing and organizing documentation, password management, and network diagrams. IT Glue integrates with 60+ RMM, PSA, and IT management tools.

IT Glue offers a well-rounded set of features for IT documentation. However, many G2 users mention that its mobile app lacks functionality. A few of IT Glue’s competitors—including Atera—offer advanced mobile apps for managing IT documents, making this a notable disadvantage.

G2 rating: 4.7 out of 5.0 stars (500+ reviews)

Capterra rating: 4.6 out of 5.0 stars (250+ reviews)

IT Glue pricing:

  • Basic: $29 per user, per month
  • Select: $36 per user, per month
  • Enterprise: $42 per user, per month

4. Confluence

Confluence homepage picture. It says, "Goodbye silos, hello teamwork."

Confluence helps IT teams create and manage knowledge base articles. It includes real-time editing, commenting, and notifications for collaborative work. Confluence includes an AI tool that can convert notes into knowledge base articles. As with Document360, Confluence isn’t built solely for IT documentation purposes. However, it’s an effective solution for that cause. 

Confluence integrates with other Atlassian products—such as Jira Service Management and Trello—for more IT management capabilities. It also offers a mobile app for users interested in managing IT documents on the go.

G2 rating: 4.1 out of 5.0 stars (3,000+ reviews)

Capterra rating: 4.5 out of 5.0 stars (3,000+ reviews)

Confluence pricing:

  • Free: Basic level documentation for up to 10 users
  • Standard: $4.89 per month, per user
  • Premium: $8.97 per month, per user
  • Enterprise: Pricing is based on custom quotation

5. N‑able Passportal

N-able Passportal homepage picture. It says, "Manage your privileged access securely."

N-able Passportal is a tool for managing IT documents and passwords. It allows users to create knowledge base articles to share with clients for faster issue resolution. It also features password management capabilities including automatic generation, updates, and maintenance. It can be used to control user permissions across clients and individual passwords.

The user interface for N-able Passportal has received negative feedback from several G2 users. They share that the tool is initially confusing and has a steep learning curve.

G2 rating: 4.1 out of 5.0 stars (30+ reviews) 

Capterra rating: 4.4 out of 5.0 stars (80+ reviews)

N‑able Passportal rating:

  • Pricing is based on custom quotation. Contact the N-able team on their website for more information.

6. Freshservice

Freshservice homepage picture. Its says, "Enterprise-grade ITSM, for every business."

Freshservice is an IT service management tool designed by Freshworks. It offers knowledge management capabilities that include knowledge base articles for resolving incidents and problems. Its auto-suggestion tool reduces the number of incoming tickets by recommending knowledge base articles to end users.

Freshservice also offers an asset management tool for automatically discovering assets across multiple platforms, offices, and clouds. For extended functionality, Freshservice can integrate with other Freshworks products.

G2 rating: 4.6 out of 5.0 stars (1,000+ reviews)

Capterra rating: 4.5 out of 5.0 stars (500+ reviews)

Freshservice pricing:

  • ITSM plans start at $115 per month per technician

7. SuperOps

Screenshot of SuperOps Homapage. It says, "Built for future, built for growth."

SuperOps is used for IT management and includes tools for IT documentation. It can create and manage IT documents such as passwords, how-to guides, and knowledge base articles. SuperOps assists with asset management by tracking hardware and software inventory.

In addition to knowledge base management, SuperOps has a service desk for handling tickets, client management for real-time collaboration, quote management for creating quotes, and RMM for proactive monitoring. As with Atera, the IT ticketing tool is powered by AI to improve efficiency and speed up resolution.

G2 rating: 4.6 out of 5.0 stars (100+ reviews)

Capterra rating: N/A

SuperOps pricing:

  • Starting at $119 per month for the unified PSA and RMM package

IT documentation software checklist: What to look for

The solutions we’ve reviewed are by no means extensive. However, we believe they’re the best options available. If you’re still wondering which one is the best for you, consider prioritizing these features:

  • Effective asset discovery and management
  • Customizable customer portal
  • Integrated knowledge base
  • Collaboration tools
  • Security and access control
  • Integrations with third-party tools
  • Customizable templates
  • And any additional standout features

As an all-in-one solution for IT management, Atera is one of the few tools that combines all of the above capabilities. It also offers seamless integration with many other IT tools. If you are looking for a way to streamline your IT documentation and improve your overall IT management, don’t delay—sign up for Atera’s 30-day free trial today!

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