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.

Gets the job done

It is easier to find the documents we need! It's nice and organized and the search functions/customizability is wonderful!

Pros

I like how easy it is to switch between clients, and the IT Glue Academy was very helpfull! The tutorials made our transition from SharePoint really nice and smooth!

Cons

The UI is boring and not aesthetically pleasing at all. There's also a lot of tabs we dont use under each client, which it would be nice to get rid of/hide.

What it does, it does well

We used to use an in house built VB/SQL application to monitor details for each customer but IT Glue provided a better more fully featured system. It's been a learning curve getting used to working in a new way which has thrown some people, but that isn't really a fault of the software

Pros

Standard way of organising information so that you know exactly where you need to look for the information you need

Cons

I think a fully features workflow system would be useful. We build servers for customers, with different teams doing different bit, the check list works OK for this but it could be a bit more workflow based

Overall disappointed

It is regrettable that there is so little competition in this area. Because of this the product is expensive and the service poor. If there were more options we likely would have gone with a different solution. Hopefully there will be other players in the game by the time our agreement is up. Overall, we are disappointed in the value of this product.

Pros

The main feature of the product is document storage and it does this well. For storing configurations about your client's technology, expiries and passwords, I do give it high marks. The permissions are very granular so you are able to allow many users (and even clients) appropriate access. Whatever information you have for your client, there is a spot to store it. The offer a lot of integrations with RMMs, PSAs and other IT vendors.

Cons

The granular permissions come at the cost of a learning curve in understanding how the permissions work. IT Glue tries to incorporate a lot of functionality to make it a more useful and all-in-one tool, but much of the functionality is just not good. For example, you can create checklists that can be reused on different sites but it is very basic. We use Process St for checklists and couldn't imagine moving to such an inferior product for a bit of convenience. The password manager is about where other mainstream password managers were 10 years ago. We were embarrassed to offer it to our clients. The website is not aesthetically pleasing and the app has only limited functionality. I have found the customer support to be terrible.

Secured documentation platform

Our teams are using ITG to get the details of the devices/docs of our clients that we are supporting 24/7 globally.Also different regional ITG instance are enabled you to connect with clients across the globe.

Pros

Security is high when you are storing password/docs since multifactor authentications are enabled. 24/7 support is highly responding and sharing users to view the dashboard to monitor the incidenta and updating until the issue get back to normal.

Cons

Golbal searching feature is not convenient enough.