IT GLUE Software

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.

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

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.

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.

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.

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.

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.

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.

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).

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"...

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.

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.

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.

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

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.

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.

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.

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.

Pros

IT Glue is Very simple to use. Documenting new clients networks and office setup with this software has become a treat. We have even found many things that we didn't realize we wern't documenting properly before.

Cons

IT Glue hasn't released an add in for Firefox. My only real complaint would be why didn't we switch to this software earlier.

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.