Standard operating procedures (SOPs) ensure managed service providers (MSPs) have optimal and streamlined ticket resolution while minimizing risk errors. However, SOP libraries may expand as MSPs grow, making operations overwhelming. This is where structure comes in to help technicians search for the correct procedures when resolving an issue.
SOP categories and proper tagging are crucial components of this structure, turning a static SOP library into a dynamic, searchable resource. Proper SOP tagging and categorization speed up support, reduce mistakes, and build trust in documentation.
This guide discusses how MSPs can define a taxonomy, apply naming conventions, leverage tools, automate indexing, and maintain governance for a more efficient SOP system.
Best practices summary
| Component | Purpose and value |
| Tag taxonomy | Ensures search relevance and avoids tag sprawl |
| Naming conventions | Supports consistent retrievability |
| Tag-aware platforms | Enhances speed and precision in searches |
| Automated indexing | Provides fast offline lookup capabilities |
| Technician training | Drives proper use and ensures adoption |
| Quarterly governance | Keeps taxonomy current and aligned with operations |
Prerequisites for effective SOP tagging
Before proceeding with tagging and categorizing SOPs, make sure you have the following requirements:
- Centralized documentation system: This operation requires a shared platform such as IT Glue, Confluence, SharePoint, or Google Drive.
- Consensus on SOP naming and tagging structure: To prevent inconsistencies, teams should be calibrated and agree on a standard SOP naming and tagging method.
- Basic scripting capability: Lightweight scripting in PowerShell or similar tools is useful in automating index generation.
- Commitment to quarterly taxonomy review: Schedule regular reviews to keep the system accurate and relevant.
- Technician onboarding: Staff must be trained to adopt and use the tagging system effectively.
Task 1: Define a clear tag taxonomy
📌 Use Case:
A tag taxonomy is the foundation of any SOP categorization strategy. It ensures consistency and prevents tag sprawl.
Consistent naming prevents sprawl and improves search accuracy. Experts recommend this to avoid misspellings and redundancy. Create a minimal yet meaningful tag taxonomy across SOPs.
Example dimensions include:
| Dimensions | Examples |
| Task/Function | PasswordReset, BackupValidation, SystemCleanup |
| Platform/OS | Microsoft Windows, macOS, Linux, Microsoft 365 |
| Ticket Type | Incident, Request, Change, Problem |
| Priority/Frequency | Common, HighUrgency, Rare |
Task 2: Apply naming and metadata conventions
📌 Use Case:
Naming and applying metadata conventions make SOP titles easier to retrieve in search.
Here are some example tags you can add to SOP titles or metadata to improve retrieval:
Password Reset – Windows [PasswordReset] [Windows] [Common]
If the documentation tool doesn’t support metadata tagging, include a dedicated line in the SOP:
Tags: PasswordReset, Windows, Common
This way, technicians can quickly identify SOP categories and filter results, even if the platform lacks built-in tagging.
Task 3: Use tag-aware documentation tools
📌 Use Case:
As with the previous task, this aims to preserve the findability of SOP titles so that they are easier to retrieve in searches.
Platforms like IT Glue, Confluence, and others support tag-based search and filtering. For tools lacking metadata features, embed tags in filenames or folder structures to preserve findability.
Task 4: Automate index tagging
📌 Use Case:
Naming SOP categories is made more efficient if automation is utilized.
Using a simple script, you can generate an external index of SOP names and tags, making it easier for technicians to locate the right file. Below is a sample PowerShell script:
⚠️ WARNING: The example script below treats .docx files as plain text, but Word documents are actually ZIP archives containing XML and other data (like images and formatting). Running Get-Content on .docx files may return unreadable text. To extract tags or text properly, consider using libraries like Open-Xml-PowerTools or docx modules that can parse .docx structure safely.
Get-ChildItem \\SOPRepo -Filter *.docx | ForEach-Object {
$content = Get-Content $_.FullName -TotalCount 10
if ($content -match ‘^Tags:\s*(.+)$’) {
[PSCustomObject]@{ SOP = $_.Name; Tags = $matches[1] }
}
} | Export-Csv SOP_TagsIndex.csv -NoTypeInformation
What it does:
- Get-ChildItem scans the SOP repository for .docx files.
- Get-Content reads the first 10 lines of each file to check for a “Tags:” header.
- If tags are found, they’re extracted into a table with the SOP name and tags.
- The output is exported as a CSV file (SOP_TagsIndex.csv), creating a searchable index for technicians.
- This CSV can be placed on a shared drive or even embedded in a dashboard, giving teams a quick lookup tool for SOP categories.
Task 5: Train technicians on tag search
📌 Use Case:
This task will help technicians maximize the search function by training them to properly use the tags you set.
Educate technicians on how to use tags for effective search operations. Their training should cover the following:
- Using tags when searching within documentation
- Filtering SOPs within shared platforms
- Suggesting new tags when service needs evolve
Task 6: Establish quarterly tag governance
📌 Use Case:
Quarterly governance ensures tags still serve their purpose and are updated based on any developments MSP operations adopt.
Quarterly tag assessment should review the following:
- Tag removal: Involves getting rid of duplicate tags or those that are rarely used.
- Merging similar terms: Optimizes and improves search results by merging tags with similar contexts (for example, BackupCheck and BackupValidation)
- Tag additions: Caters to emerging MSP workflows, platforms, tools, or ticket types.
- Ensuring consistency: Guarantees that every SOP has appropriate, accurate tags for effective search operations.
Automation touchpoint example
Here’s how automation fits into SOP categorization in practice:
- Weekly tag index process:
-
- SOPs are stored with Tags: headers in a shared repository.
- A script runs weekly to update the SOP_TagsIndex.csv.
- The CSV is stored in a shared drive or dashboard.
- Technicians reference it during ticket handling.
- Quarterly taxonomy review: Ensures accuracy and relevance.
This approach balances automation with governance, ensuring both speed and consistency.
NinjaOne services
NinjaOne and its tools can help organize and retrieve SOPs efficiently to achieve faster ticket resolution. While it may not directly manage tags, NinjaOne is a tool that aids in maintaining structured, searchable SOP documentation.
| NinjaOne service | What it is | How it supports SOP management |
| Keyword search | A powerful built-in search engine in NinjaOne Docs that indexes document names and content. | A powerful built-in search engine in NinjaOne Docs that indexes document names and content. |
| Folder and subfolder organization | Hierarchical storage structure for documents | Lets MSPs group SOPs by client, department, or service type for intuitive navigation |
| Automated remediation actions | Scripts or policies that run automatically in response to defined triggers | Link SOP tags to specific actions, suggesting relevant procedures alongside automation. |
| Ticket category integration | Classification of tickets by type, priority, or issue within the ticketing module | Suggest relevant SOPs based on ticket categories, ensuring technicians get context-based SOPs. |
SOP tagging for efficient issue resolution
It’s vital that managed service providers can resolve issues quickly to prevent customer frustrations. Properly tagging and categorizing standard operating procedures can significantly improve MSPs’ tasks by ensuring the SOP library is a searchable resource. MSPs can create a scalable documentation system that technicians actually trust and use by doing the following:
- Building intuitive tag categories (task, platform, ticket type)
- Embedding tags into SOP titles or metadata
- Leveraging documentation tools for tag-based search
- Automating indexing to speed up lookup
- Training teams on tag usage
- Reviewing and refining tags periodically
With these practices, MSPs can transform SOP libraries from static archives into powerful, technician-friendly resources to guarantee faster resolutions and satisfied clients.
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