IT Glue

Vorteile

Integration and automation of our documentation and platforms we use.

Nachteile

Integration challenges every integration comes with its own issue, but often we need to jump thru hoops to make the information appear congruent, and avoid duplications.

Vorteile

The integrations with other platforms and systems, is the greatest strength and benefit on augmenting data with core systems in information. It really assists with automating a large portion of information and processes we have in place for our customers, and the services we provide. With these integrations we are able to automate many tasks and processes that would take quite a bit of manual labor otherwise, by providing a secure, streamline, automated solution to keep our team nimble and flexible for our customers; giving us the ability to work on more than one problem or issue simutaneously. The time to click to get the answer is a game changer and lifesaver bar none.

Nachteile

Ability to setup MyGlue Structure and management for Customer Users. Another Con and wish, is the ability to synch with more than one PSA simultaneosly. The ability to do more automapping to exising configs for a new integration or new system that is added with integrations instead of having to make a manual mapping of a config for a customer whent the information already exists. Insted map paired configs that have the matching information and any that are not matched and fail mapped provide a list those items instead of being tasked with mapping things manually each time a new integration that requires mapping and matching to an existing config.

Vorteile

The initial demonstration which showed automated field population from ticket systems and Microsoft

Nachteile

Extra add-ons to make anything work. Poor support. Constant upselling more of their products

In Betracht gezogene Alternativen

Warum IT Glue gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu IT Glue

Vorteile

The ability to sync with our PSA as well as other software in our technology stack has saved time by reducing data entry as well as reduced user error, thus saving us time.

Nachteile

Would like a way to sync IT Glue to a SharePoint library. Although this would be a difficult task considering permissions, we would even consider starting a new SharePoint library just for this feature, which will allow us to have our customer documents synced to a subsequent library in SharePoint, which our team typically produces documents from in the first place.

Vorteile

I love how it integrates with Quickpass and Autotask and how we can have third-party support and Clients access information we want them to access.

Nachteile

creating groups and utilizing them to assign specific access can cause issues.
when adding vendor information, some of the required information is not recorded and causes errors when trying to save the vendor.

Vorteile

It's got most of the features we need, good integrations, and very good role-based security.

Nachteile

It lacks document tagging, and the rich text controls seem to have two different/conflicting settings for headings with regard to how they show up when used (i.e., different HTML style headings whether you're using the control at the top of the section, or the one that appears when you select text).

Vorteile

The layout and the ease of use. The system layout helps keep un organized users organized and organized user a platform to be creative how the would like to have their information organized. The sky is the limit.

Nachteile

The price is a little steep for added users, It is a solid platform for documentation.

Vorteile

Wiki-like experience with integrations to other SaaS applications.

Nachteile

Price, it is more expensive than other alternitives.

Vorteile

the ease of use with IT Glue is one of my favourite things. It is so easy to add and organise data relating to clients and also it is easy to link different information together in a logical way so that everything is really easy to find.

Nachteile

if I had to say something i dont like it would be the price just because money is always a big consideration in business. However, I would say that the value provided by IT Glue makes it well worth the price.

Vorteile

professional CRM option helps my day by day tasks in the IT field.

Nachteile

not really having a bad comment, it pretty straight forward and easy to use.

Vorteile

The biggest value we have gotten out of IT Glue is gathering all of our documentation, vendor contacts, assets and passwords into one platform. We no longer have to scour multiple network share folders to find support documentation on a particular application or send out a message to the team about who has the contact info for XYZ vendor. We have also seen a reduction in our budget spending by eliminating the need for a separate asset management tool, password vault and knowledge base platform. All 3 of those functions have now been consolidated into IT Glue for one go-to location for all of this information.

Nachteile

Importing existing data into IT Glue has been the most challenging piece in two ways. Because it is cloud based, the amount of time it takes to upload data by csv for example can vary greatly depending on where your upload lands in their "queue". I have had a single csv with 2 total lines of password data take upwards of 20 minutes to get the confirmation that it has been uploaded but then a second csv with 50+ lines upload within seconds.

There hasn't been a way to import passwords directly into a user's personal password vault. We first have to upload them to the shared password root folder and the user has to modify them to be visible to only themselves. This leaves their personal data to be briefly open to anyone with access to the password module to click on those entries until they are moved to their private folder.

Vorteile

I really like the search function in relation to Knowledge Sharing.

Nachteile

It’s not so much a specific thing, more that it can be difficult for the slightly older ones in the IT field to figure out that they are not looking at a folder structure-based database.

Vorteile

ITGlue is so multifunctional that it can help centralize the storage of your documents, SOPs, Passwords and such. It also helps in storing asset and vendor info. Collaboration is also simplified in this platform so even if your colleagues is from another country, you are sure that you will be able to share with them the info they need in a very secure manner.

Nachteile

The platform can do better when it comes to personalization such as letting the admins personalize the welcome email they send to their new users. Access permissions can be expanded to have a much customized access delegations to every user.

Vorteile

- Integration with our RMM and PSA works seamlessly
- Flexible assets that are ready for import have a great amount of coverage.
- Reputation offers a way to motivate employees to engage with documentation

Nachteile

- There is not much I don't like about IT Glue, but if I had to choose something it would be the ability to have a templatized environment for different typed of clients.

Vorteile

I like that there are lots of integrations.

Nachteile

I don't have anything that I don't like about ITGlue.

Vorteile

- All the info for an organization is in one place
- Easy to train up new team members and make them seem like level 1.5 or 2 right out the gate
- Easy to find where to add new data
- Accessible from anywhere
- Integrations

Nachteile

- Outages take our entire business offline due to the passwords being locked up. Happily, they are rare.
- Kaseya support is frequently unhelpful and difficult. Fortunately, this tool is pretty self-explanatory and requires little support.

Vorteile

I like the flexibility and ease of use the most. Plus, the integrations with other tools are a plus.

Nachteile

I like the mobile app less. It needs to improve mainly the design.

Vorteile

Brings all the critical info together into intuitive and easy-to-use screen.
Easy to setup users.
Integrates well with the suite of products.

Nachteile

Little bit tricky to configure the customers into groups when they require higher authorisation of staff accessing the information.
MyGlue pricing is quite high.

Vorteile

Cloud Based documentation and file storage

Nachteile

Expensive, search features need a lot of work

Vorteile

One place to store and access all credentials, knowledge base and Standard Operating Procedures.

Nachteile

IT Glue is a static resource. No dynamic updates.

Vorteile

It's easy to learn how to use and it's a complete tool to have our SOPs/Documentation/Vendor Info in the same place.

Nachteile

Some information is not easy to find and it difficults getting the right document/information

Vorteile

I just started working with IT Glue and it makes collaboration streamlined with my more experienced colleagues. It keeps clients' information organized and easily accessible.

Nachteile

The learning curve can be steep, requiring significant time and effort to fully understand and utilize all features.

Vorteile

I love all the features, they are all good and unique, and everyday use

Nachteile

nothing much, because it is useful for me and in out company.

Vorteile

ITGlue was the first platform we used to centralize our knowledge and build data and documentation in a way that could scale with a growing company.

Nachteile

Searching in ITGlue requires training and is unintuitive. User permission management has evolved but is still silly.

Vorteile

Having a safe offsite location that we can all access at different levels of access for all our critical passwords, contact data, disaster recovery planning and more is such a fundamental key part of any IT infrastructure. IT Glue provides exactly that, and does it very well.

Nachteile

It is not the cheapest solution but its the best for a reason and you'll be glad you used it if the unthinkable happens and you find yourself in disaster recovery scenario

Vorteile

As a day-to-day user of ITGlue, in both using existing Data and documenting new data, I find it easy to work with ITGlue.

I also like their efforts in merging AI capabilities to make it interesting and less and less painful to manage.

I have been using Datto SaaS integration and I am happy to see they have made improvements to it and now we can see more information than before. This means they are heading in the right direction and listening to feedback.

Also, I highly appreciate them bringing in Secure Credential Sharing into ITGlue, which is a must for MSPs. Now we can stop depending on third-party solutions and share credentials with peace of mind.

Nachteile

I believe NetworkGlue is a feature that should be built into standard ITGlue, instead of selling it separately. Again, this is just my idea.

Vorteile

It is a great place to store a lot of information securely. It has a lot of great features.

Nachteile

Word processing has a lot to be desired and I would love to see some tweaks to the alerting of warranty expiries. I would also like to see some additional functions and nagging features within checklists.

Vorteile

Simplicity. It's simple and easy to get around. I really love the Quick Search Keys like Q for Quick Search in whatever site you are on. It's really a very-very noticable timesaver. I also like the Intergrations you can have with iT-Glue, like NinjaOne, which is very nice to have on hand.

Nachteile

The Mobile App. The Mobile app UI feels a little to cluttered. I think the Desktop Website UI would be a better fit overall. I know the app allows that, but i still don't like how it works.

What i also don't like, is that you can't stay logged in. Would be nice to get an option with "Remember me for 30/14/7 Days", without needing to log in again. I get that it's for security, but i really would just like to have the option.

Vorteile

What I liked most about IT Glue is its ability to centralize documentation, making it easy to access and manage critical information in one place. Its relationship mapping feature stands out, offering a clear view of how different assets and systems are interconnected. The secure password management system is another key benefit, ensuring sensitive information is stored safely. IT Glue’s seamless integration with PSA and RMM tools enhances workflow efficiency, saving time by streamlining processes. Additionally, the platform's version control and audit logs provide valuable accountability and traceability, making it a powerful tool for IT teams.

Nachteile

If I had to put down a con I guess it would be there is a slight learning curve on the administration side.

Vorteile

With IT Glue allocates robust documentation framework that makes it super easy and effective to organize IT information in one central place.
Additionally, IT Glue allocates enterprise-grade security to secure information by leveraging SOC2 compliance and access control features.

Nachteile

Pricing across all tiers is expensive, but IT Glue offers the most robust IT documentation tools.

Vorteile

The ease of utilization of the application

Nachteile

not enough customizability for core assets, apps & services

In Betracht gezogene Alternativen

Gründe für den Wechsel zu IT Glue

Vorteile

It provides a solid platform for us to manage all of our documentation; both internal and for clients. It also automates notifications for expirations of various products which saves our techs a lot of time.

Nachteile

It can sometimes be a bit buggy when it comes to moving or copying documents. It will often take an exorbitant amount of time to execute a document move or copy.

Vorteile

All of the information is easy to access and can be used with datto.

Nachteile

At the moment there is nothing that I dislike about IT Glue

Vorteile

Easy to use. Great place to store documentation. Would recommend to all MSP's.

Nachteile

Contracts!.. If your a MSP you would want this service so why do you have to be on a contract. What if you have a Part Time and when they leave you still have to pay.
Passwords are not tested to make sure they are not on the dark web, Secure, or used multiple times.
MFA Should come up before the Password.

Vorteile

Separate but related pieces of information can be linked making it simpler to gain an overall understanding of how a system is set up.

Nachteile

No real downsides come to mind but then I am not looking for a reason not to like or use it.

Vorteile

Makes sharing information among co-workers and customers really nice.

Nachteile

The mobile app is very weak and needs a lot of work.

Vorteile

IT Glue organizes our client data in a fantastic, searchable format that saves tons of time

Nachteile

A few things:
- when searching, you cannot tap enter after your search term or an annoying context menu opens that can only be cancelled by pressing escape. Super counter-intuitive
- Consistency: it would be great if we could past inline images everywhere (like in passwords) and not just in certain arbitrary areas.
- LAN diagrams should be larger in the preview window, lots of wasted real estate

Vorteile

Its great to be able to access important IT information anywhere at anytime

Nachteile

I have no cons that I can think of ever since I have used IT Glue.

Vorteile

It's capabilities for documentation and password management

Nachteile

It can be cumbersome and there are more features available than we are using right now.

Vorteile

Perfect integration with DattoRMM and the global search works.

Nachteile

The browser plugin: It sometimes doesn't show the password although the URL is exactly the same and when you look up the password you have to search it two or three (when you need OTP) times.

Vorteile

One place for literally everything - documentation, configurations, passwords, MFA, custom flexible assets. It has the ability to "take/sync" to so many other things, like Manage, Automate, Quickpass, and others.

Nachteile

Occasionally I have trouble with advanced formatting to text in documents.

Vorteile

The ability to save everything that IT uses, for all users, so nothing gets lost and it's secure.

Nachteile

Some of the categories could be improved, but they are always updating it.

Vorteile

it's ease of use and search features. I also like that it tracks domains and SSL certificates.

Nachteile

It gives you lots of freedom to make a mess of your own documentation

Vorteile

IT Glue is great for keeping all your client documentation secure and in an orderly way. The integration with our PSA and RMM solutions ensure that everything is kept up to date and we don't have to update everything in 3 separate places.

Nachteile

The add-ons. We are paying for the top license yet there re still more add-ons that have to be purchased separately if you want to utilize all aspects of the software.

Vorteile

Its a straightforward interface, easy to navigate and update. Every aspects can be secured and shared with only those who need access.

Nachteile

Support is OK, could be better in terms of knowledge and speed of resolutions

Vorteile

The vast flexibility of integrations and ability to customize this product for our own specific needs

Nachteile

The duplication of configurations and the broken data between various records makes it challenging to truly have full insight on client configurations

Vorteile

Ease of access to all passwords and data relating to any client

Nachteile

Navigation can be a bit lengthy. Clicking through multiple layers and going back to get into another organization. It can also be easy to accidentally wipe out a password.

Vorteile

The automation and information it provides all in one place.

Nachteile

Some of the integrations can be a little complex to set up.

Vorteile

Central location for all important shared data.

Nachteile

The mobile app is not fully functional. Documents are not available.

Vorteile

Easy to use and navigate and integrate 3rd part applications like Datto RMM.

Nachteile

When syncing the devices from Datto RMM, I had to essentially confirm all the devices page by page. I would have like to had an "approve all" button