About IT GLUE


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.



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Supported Operating System(s):

Web browser (OS agnostic), Windows 10

33 Reviews of IT GLUE

Average User Ratings

Overall

4.79 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(27)

4 stars

(5)

3 stars

(1)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 33 reviews

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November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Customer support

4.0

Functionality

5.0

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.

April 2018

Nathan from BlueRock Technologies

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

ITGlue has transformed our ability to accurately document our clients' IT infrastructure.

Pros

The ability to tag different items and configurations within ITGlue allows us to document all of the impacted components in an IT system. For example, we can document the virtualization environment for a client by tagging the physical hypervisors, the virtualization license, the VMs that are hosted on the hypervisors, the credentials used to access the hypervisors and the virtualization environment, etc. This has greatly reduced the time needed to support our clients. I also like the integrations with ConnectWise and Kaseya.

Cons

There isn't much that I can say about ITGlue that is negative. I would like the ability to export a runbook for a client into PDF. I know they are working on this feature but it isn't available yet.

May 2018

Vinson from Hybros Technology Consultants

Review Source: Capterra


Ease-of-use

4.0

Value for money

2.0

Customer support

2.0

Functionality

3.0

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.

December 2018

Chris from Cherry Bekaert LLP

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

December 2018

IT Glue - Still the best but losing ground

We been using IT Glue for a few year and it was good for our needs then, but are ,moving away to a competitor in 2019, due to the Cons noted.

Pros

It is the most feature rich Documentation/Password Manger on the market, That is very mature in the market and heavily used by MSP's

Cons

The Password manager is lacking allot of features we reacquire for control/Management. There no integration really to share the passwords with other software. The encryption and security of the SaaS offering is higher risk then I would like due to the use of a single encryption key for encrypting all data, this also give IT glue employees ability to access customers data.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

Amazing and easy to use

We store all our crucial information using this software/site. It is beneficial and really easy to use. You can teach someone in minutes how to setup documents and the site even helps you.very impressed.

Pros

I love this software. The sute is well managed and the customization options are fantastic. You can store a lot of information,securely,on this site

Cons

They just added the one thing i always complained about. The favorites and recent companies option. Thank you for listening to the customers.

January 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

January 2019

Great Product for Documenting clients and internal processes

Innovation and addition of new features is slower than i've expected. But i know their growth has been exponential in the past 2 years.

Pros

Solid, functional UX. Helps us do what needs to be done documenting our clients IT infrastructure. Definitely the most complete and user-friendly product on the market for this.

Cons

Support is email-based only. Long turn-around time to get support responses. Had the product for 18 months and haven't talked to a live person since the onboarding. In fairness, i've only needed to contact support on a handful of occasions since then, but that may be only because its so cumbersome to do so.

February 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

February 2018

Fixed our company's centralized documentation issues

Pros

Our company moved to their platform a couple years ago from a clunky homebrew, in-house solution (mix of file sharing and excel docs). IT Glue helped us to eliminate all that by having a centralized web accessible company wiki.

Cons

The built in search engine could use some improvement. Everyone expects something akin to Google or Bing and their search engine can only intelligently pick up strings used in document page titles.

April 2018

David from TekConcierge

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

April 2018

IT Glue Captures all of our Documentation and Keeps it Secure

The biggest benefit is the mobility of IT Glue. Having the ability to access critical documentation from anywhere is crucial for our organization.

Pros

The best part of IT Glue is having the pre-build forms and integrated 'build-as-you-go' documents for users who are not very documentation oriented.

Cons

One feature we would like to see is 'live' documents. Dynamic content and documentation keeps real time documentation fluid with our clients changes and projects.

May 2018

Chris from Parkway Technology Solutions

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

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).

December 2018

Sarah from TeamLogic IT of Central Phoenix

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

February 2019

Leonard from Frankel Zacharia LLC

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2019

I love IT Glue

Pros

When it comes to maintaining the most important information for your clients, IT Glue is perfect. You can create configurations for passwords, knowledge base articles, documents, system information, and Automate is an essential tool in MSP. Its easy to use and the user interface is great. Its my favorite MSP tool.

Cons

Certain permissions are limited for basic users. Deleting knowledge base articles require certain permissions, so make sure to have to a clear understanding of how to manage IT Glue.

May 2018

Gio from Online Owls

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0