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.

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.

Best Place to Organize your clients!

Secure passwords, domains, email use, vendors, documents, there is just so much you can add and do on this site.

Pros

Every single thing, it is absolutely amazing and easy to use. If you have a lot of clients you can add them by business and add details for them

Cons

Sometimes its a little slow to load pages but other than that i have no complains on using this site.

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.