IT GLUE is a cloud-based IT documentation solution that caters to small businesses across various industries. Features include checklists, relationship mapping, runbooks, document automation, asset tracking and more.

IT GLUE's relationship mapping feature helps users to link related items together and define and understand relationships between various elements. The solution's runbooks feature enables users to keep track of the different procedures involved in documentation. Users can also print multiple hard copies and offboard routines after their completion.

Additionally, IT GLUE offers features such as access control, domain and SSL tracking, SOC 2 compliance, version control, a template library and import and export functionality. It supports integration with multiple professional services automation systems. Users can also create custom integrations with the help of built-in REST APIs.

Services are offered on a per-user basis after a one-time setup fee. Support is offered via phone, email and online FAQs.



27 Reviews of IT GLUE

Overall rating

5.0 / 5 stars

Showing 1 - 20 of 27 reviews

December 2018

Sarah from TeamLogic IT of Central Phoenix

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

ITGlue for Documentation is the best for documentation

Pros

I love everything about this site. The documentation is great. You can add businesses separately, then for each business you can add password sections, documents, licensing, configurations, contacts, Printing etc. It has so many options it feels limitless. The search feature is also amazing for this site.

Cons

I do not think there is anything worn or bad about this site.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

This software launched our company into an age of Better documentation

Pros

What this really has going for it is the ability to link items, a SOP can be linked to other procedures and documents allowing you to hand off documentation and have all the related materials linked to the one Item. I also like that their team does not seem to be resting on the product as it is, there are continual improvements and exciting things roadmapped for the future.

Cons

The platform lacks the ability to archive passwords that are no longer in play for former employees and the like. This has been on the community wishlist for quite some time with no indication of when or if it will be released.

Another gripe is that core things in the software change FREQUENTLY without any prior warning explanation. Some of the changes have left me scratching my head as to what possible benefit or reason there is to changing things? So I find myself relearning certain aspects of how to use the software which can be particularly frustrating when trying to get through a work day.

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Documentation without the hassle

Pros

IT Glue integrated with our other tools and can import a lot of info, significantly reducing the workload of documenting our environments.

Cons

The interface takes some time to get used to as it does not always have a consistent design.

October 2018

Fred from Bridgepoint Technologies

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

The best document management platform for IT

Pros

Makes IT related documentation less of a chore

Cons

Tons of data entry is required which isn't a knock on the software but still requires a ton of time

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

ITGlue is an invaluable tool for the IT industry. It has become a foundation for our operation.

Pros

I think what I like most is ITGlue's portability/flexibility. I'm a field technician, so having client documentation on the road is essential.

Cons

There are still a lot of highly requested features in development that I would love to have. My biggest gripe is their phone app. It has quite a few issues and requires signing in every single day.

July 2018

Amanda from FireFold Technologies

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

IT Glue has helped us organize our clients so that all our techs can easily access information

Pros

It's very easy to use, update and organize. All of our techs are able to go in and easily update information so that everyone has access to what they need.

Cons

There are no cons at this time. Everything has been easy to set up and organize. It's very easy to find the information needed.

July 2018

Hannah from Equinox IT Services

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

Great organization abilities, love the linking as well

Organization

Pros

This software makes it easy for us to keep all our KB (knowledge base) information in one place. It's awesome that there are places to enter specific client information, so we are more likely to make note of that info; it's a good reminder. I like that you can link documents to other documents.

Cons

The search feature leaves a bit to be desired. It's a little difficult to find certain things if you don't have a standard naming system for your files.

July 2018

Justin from i.t.NOW

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

July 2018

Great Documentation tool to make the chaotic day to day so much easier.

Organization which keeps the company and myself productive. Heavily Rely on this product.

Pros

I like that you can save so much information on i.t.GLUE, you can also have the ability to easily find and keep things organized.

Cons

It is a tedious process to manually input the information into i.t.GLUE. Also is not fun when you have to manually remove that information as well. Could be simplified in some way.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

The perfect information database.

Pros

The ease of use is spectacular, all sub-categories all clearly labeled and anyone with any amount of experience can easily create and edit documents.

Another great benefit of IT Glue is the Autotask integration, should a ticket come through and trigger a keyword then Autotask can automatically pull an IT Glue article relate to the keyword.

Cons

The licenses for IT Glue can be quite pricey, however, they are ultimately worth it, the integration alone makes up for the costs.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Probably the best IT documentation software.

Pros

The software is almost 100% customizable, It has made it so much easier for us to find configuration items, credentials, etc for all of our clients.

Cons

The ONLY thing that I have found so far that I do not like about the software was the new facelift it had for the client list. I prefer the clustered list with images instead of just the list of clients.

May 2018

Chris from Parkway Technology Solutions

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

May 2018

My techs no longer have to hunt for information and then worry it is outdated

Pros

IT Glue's documentation platform is second to none for us. It has made it easy to put in the procedure guides our techs need every day, and it has made it easy to keep track of client's assets. One of the biggest things has been the integrations with our other platforms, and those have been massively helpful as it has saved us countless hours.

Cons

A little on the pricey side, but nothing that I've ever felt ripped off by. It definitely requires you to think through how you want to structure everything BEFORE you start putting it in (learned that the hard way).

May 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

Great product - some features aren't as intuitive as I might like...

All my tech's are now on the same page... (when they use it)... The hardest part is getting the team to adopt it and buy-in...

Pros

It really does what they claim... gives every MSP a place to document their network configurations for each and every client so that any half decent tech can troubleshoot any network...

Cons

The way it ties some configurations together is slick, but requires more work/thought process than the average tech is willing to put into it... Often her, "I never knew it could do that"...

May 2018

Dan from Thriveon Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

ITGlue is a great tool/platform for building your documentation library.

Being cloud based makes ITGlue available anywhere. Historical tracking of documentation updates is invaluable.

Pros

It is very easy to use and intuitive to search. ITGlue helps my organization organize information on a per customer basis, which is critical for an MSP.

Cons

New features are sometimes slow to develop. ITGlue's mobile usability is not stellar. Improvement in these two areas would make ITGlue perfect.

May 2018

John from CMIT Solutions of Greenville

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

ITGlue makes documenting managed services client environments easy - easy enough to actually DO!

Pros

The ITGlue user interface encourages users to interact with the tool by tracking site use and individual participation.

Cons

I would love to see more templates available from ITGlue and the community. As I get more familiar with the tool, I plan to contribute some of our own designs where appropriate.

May 2018

Vinson from Hybros Technology Consultants

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

2 of 5

Customer support

2 of 5

Functionality

3 of 5

May 2018

Good product, but greedy company and pushy sales people

Pros

The flexible asset system helps you tailor the experience to your individual needs - the default templates were good but being able to easily customize them made them better. The audit log is helpful for seeing changes made in the system and is useful when an employee leaves, so you know what passwords need to be changed. If configured properly, the Chrome extension saves time when logging into various websites. Lots of integrations with PSA/RMM systems.

Cons

The company has filled a niche in the MSP market for documentation. They don't have many competitors. As such, they use this as an excuse to price gouge their customers and provide customer service that basically says "if you don't like us, good luck finding another product". They boast how they are constantly "upgrading and adding new features". What they fail to say is these new features are only added to their most expensive subscription plan (Enterprise) - which for smaller companies is completely overkill. The most requested feature for the last 5 years, Runbooks, was finally added and made Enterprise level only. This is the only way to neatly export your companies data out of their system in an easy to read and organized format - feels like a hostage situation to me. They like to pretend like the Basic/Select plans don't exist, and even went as far as trying to trick me into signing up through a link that was configured to Enterprise subscription when I specifically stated I was only interested in Basic. The "onboarding fee" is just a money grab. I did not feel I got my "money worth" when onboarding - they just sent me some youtube videos to watch. We use the software at our company because we needed the service it provided, which it does well. But as for the company itself, I am less than pleased. If there were better options, I probably would have chosen differently.

May 2018

Bruce from TS Tech Enterprises, Inc

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

IT Glue has been a large step in the right direction for our company.

Our documentation has improved dramatically!

Pros

IT Glue is well organized and laid out well. It is easy to use, and train new people how to use. IT Glue also has great search features.

Cons

Needs better password management features
Ability to add and edit excel files
Ability to add and edit Visio Documents

May 2018

Gio from Online Owls

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

The single best platform that our MSP has invested in. Easy to use, setup, and get going.

Pros

IT Glue has helped us centralize ALL the information for all clients that resided on our technicians heads. Not only does it store passwords wonderfully, but it helps create a "story" for each customer by allowing us to embed passwords, documentation, configurations and everything else to every entry. Has revolutionized how our MSP handles documentation. Thank you IT Glue.

Cons

Not much. The apps needs a little work since I have to log in almost every time and touch ID is hit or miss.

May 2018

Alan from Verified Technologies, Inc.

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

Transitioning from customer documentation stored in several placed to IT Glue was a breeze.

Pros

In the past we kept customer password in one system , documents in another. We love that IT Glue keeps it all in one place. IT Glue captures so much more that we could never have captures using spreadsheets and shared folders. Our operational maturity took a huge leap forward when we moved to IT Glue.

Cons

Price. I would only ever consider their enterprise product which, if you have a large team, can become costly. However, the benefit of having it all available in one place and the ease at which it can be accessed outweighs the price drawback.

May 2018

Daniel dB from GetMorePC

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

May 2018

Revolutized my business

It has made our job easier, quicker, and more efficient.

Pros

IT Glue has changed the way we share sensitive and critical info in my business. So many lost things we have found stuck here in the best place for it.

Cons

I wish it had a few more integrations, such as with Kaseya BMS. I also wish it were a bit more intuitive to move around inside the website.

May 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

Very easy, and self intuitive.

Pros

The link between all different assets, it gives end users, and new technicians clarity on even on things they have never worked with in the past.

Cons

Document folders are not able to make public. we have many customers that we want to share our KB's as a resource of KB's and not have to share / link to each file individually.