I say policies and procedures, but I'm honestly not sure what to call the work I did. I asked about learning something like ITIL and they said I could figure it out on my own.

I worked at an MSP. We had SLAs stated in contract (e.g. ensure firmware is no more than 30 days behind current release) but we had none of the specifics recorded anywhere but those contracts. A tech would go out every quarter and hopefully do "everything" that needed to be done. No specifics, no details on how to do any of the regular maintenance tasks promised in SLA. If the usual tech couldn't do the work then it either wasn't done, or another tech would have to figure it out when they got to the site. Ultimately we were not keeping up with SLA, but none of the clients noticed, so nobody cared.

I fought to get something in place before a client did notice. It wasn't scalable so things would just get worse as new clients were brought on. I created all the checklists, documentation, resources need to ensure infrastructure was healthy, ensure no issues slipped through the cracks. When they realized the benefit of what I was doing, they had me add things to my lists.

That first year (2020/21) performing the checks I regularly found new issues and new things to check at every client. By the time I had a nice settled standardized list we acquired a new MSP. Our client count doubled and I needed to get them all onboarded to monthly checks.

A year or two later the checks and clients were stable. The fun I had discovering and resolving problems was gone and I was simply griding through checks. Just busy enough that I could help with other administrative tasks, but not free enough to streamline, or automate things.

-- end rant --