L1/L2/L3 escalation procedures, standard operating procedures, troubleshooting decision trees, and recorded knowledge transfer sessions. Your team inherits operational independence.
Every organization has the one person who knows how Intune works. When they are unavailable, everything stops.
One engineer knows the Intune environment. When they are on vacation, sick, or leave the company, the entire team is stuck. Every issue escalates to them.
Configuration decisions were never documented. Why was this policy created? What does this custom OMA-URI do? Nobody knows because the person who built it left two years ago.
L1 helpdesk cannot resolve any Intune issue because there are no runbooks. Every ticket escalates to your most expensive engineers who should be working on strategy.
New IT staff spend months learning your Intune environment through trial and error because there is no onboarding documentation. Mistakes during the learning curve break production.
Your managed service provider handles basic IT but cannot troubleshoot Intune because there is no documentation of your configuration. They escalate everything back to you.
You brought in a consultant to build Intune but they left without documentation. Now you need another consultant just to understand what the first one built.
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Step-by-step procedures for the top 20 helpdesk issues: device enrollment, app installation failures, compliance notifications, password resets, and basic device troubleshooting. Written for technicians with minimal Intune experience.
Deeper diagnostic procedures: IME log analysis, policy conflict resolution, Autopilot failure debugging, app deployment root cause analysis, and compliance troubleshooting. Includes PowerShell diagnostic scripts.
Complete architecture documentation: design decisions, policy rationale, group structure, automation scripts, Graph API integrations, and change management procedures. The blueprint for extending your environment.
Visual flowcharts for common troubleshooting scenarios. When a device won't enroll, follow the tree. When an app fails to install, follow the tree. No guesswork, no Googling, no escalation for known issues.
SOPs for recurring tasks: onboarding new devices, adding new apps, creating policies, handling device replacements, processing offboarding, and responding to compliance alerts. Consistent execution every time.
Recorded training sessions tailored by tier. L1 gets operational procedures. L2 gets troubleshooting methodology. L3 gets architecture deep-dives and extension guidance. All sessions recorded for future onboarding.
20-40 runbooks covering every common operational scenario in your Intune environment. Each runbook follows a consistent template with clear steps, screenshots, expected outcomes, and escalation criteria.
Visual flowcharts for the top 10 failure scenarios. Printed or digital, designed for quick reference during active troubleshooting. Follow the arrows, resolve the issue.
Standard operating procedures for all recurring tasks: device onboarding, app deployment, policy changes, offboarding, compliance review, and incident response. Your team operates consistently regardless of who is on shift.
2-4 hours of recorded training sessions, indexed by topic, delivered as video files with companion documentation. New hires watch the recordings. Existing staff use them as reference. No knowledge walks out the door.
A lightweight process for keeping runbooks current: when to update, who owns updates, how to version, and a review cadence. Documentation that stays accurate because the maintenance process is built in.
Each runbook covers a specific scenario: the symptom, diagnostic steps, resolution procedures, escalation criteria, and verification. Includes screenshots, PowerShell commands, and decision trees. Written so L1/L2 technicians can resolve issues without understanding the underlying architecture.
L1 handles common issues: enrollment, app installs, password resets. L2 handles complex troubleshooting: policy conflicts, Autopilot failures, deployment debugging. L3 handles architecture: tenant configuration, Graph API, security incidents. Clear escalation criteria route issues to the right tier immediately.
Yes. Every engagement includes recorded sessions covering the work performed, decisions made, and how to maintain the configuration. Sessions are tailored by tier and delivered as video plus written documentation.
We deliver in your preferred format: Confluence, SharePoint, Notion, IT Glue, or Markdown/PDF. Each runbook uses a consistent template with title, scope, prerequisites, procedures, screenshots, escalation path, and revision history. Source files are included so your team can update them.
Runbooks shift resolution from expensive L3 engineers to L1/L2 technicians. With runbooks, L1 resolves 60-70% of issues, L2 handles 25-30%, and L3 only sees the truly complex 5-10%. This frees senior engineers for strategic work and cuts mean time to resolution from hours to minutes.
Free 30-minute consultation to scope the documentation engagement and understand your team's needs.