IT Glue Erfahrungen

It does what we need, we are able to keep our documentation processes standardized across our clients and our internal systems.

Nothing I outright dislike; it does what we need.

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.

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.

IT Glue has been fundamental to improving our documentation within our IT environment, it allows us to standardise our documentation and makes it easy with integrations to provide automated documentation that our service desk can use

Sometimes can be slow to add features as I've seen previously but when features are added a lot of thought has generally been placed in them

Easy to use and navigate and integrate 3rd part applications like Datto RMM.

When syncing the devices from Datto RMM, I had to essentially confirm all the devices page by page. I would have like to had an "approve all" button

I just started working with IT Glue and it makes collaboration streamlined with my more experienced colleagues. It keeps clients' information organized and easily accessible.

The learning curve can be steep, requiring significant time and effort to fully understand and utilize all features.

IT Glue is awesome for documentation. Especially for me as part of a managed service provider. Its well organized and you can easily look up passwords for every customer you might need.

I used IT Glue for over a month now but cant talk about any major flaws because there are none as far as i can tell.

The ability to search for anything from anywhere.

The built-in document editor takes a bit to get used to and it does not always do the best job of converting Word documents.

All of the information is easy to access and can be used with datto.

At the moment there is nothing that I dislike about IT Glue

ITGlue has been our tool for years. I like that There are very little limitation and documentation is easier than ever.

The 2 things that I do not like are the mobile app and that there is no desktop solution for uploading files etc.

Best feature is ability to compartmentalize items per client yet be able to quickly and easily pull them up.

Haven't been able to find a diffinitave negative at this time.

I like that there are lots of integrations.

I don't have anything that I don't like about ITGlue.

The key selling point of IT Glue when we came onboard in 2018 was the fact that any object can be linked with any other object. This means that we can have a configuration for a server, with a linked password, a linked knowledge document, a linked flexible asset explaining the SLAs. The fact that all knowledge can be linked to other relevant knowledge without having to search constantly has been a revelation.

There are certain inflexible things in IT Glue - the core assets have always been this way. One example of something that is more complicated than it needs to be because of legacy code is the Documents area. There is great potential here to have something similar to Sharepoint document storage with links to live documents in Office Online. It's definitely improved since we came onboard but it's not quite there yet. You are unable to delete non-empty folders as an example.

It’s easy to use and to control - and it will do the stuff we need. User acceptance is high.Integrations make usage pretty simple and enrich manual entered data.

Development could be faster and better balanced between new features and bugfixes/housekeeping.Graphs from Network Glue can’t be enriched or customized. So we still need a third party software to draw network diagrams.Network glue also isn’t aware to display several broadcast domains.

Having a safe offsite location that we can all access at different levels of access for all our critical passwords, contact data, disaster recovery planning and more is such a fundamental key part of any IT infrastructure. IT Glue provides exactly that, and does it very well.

It is not the cheapest solution but its the best for a reason and you'll be glad you used it if the unthinkable happens and you find yourself in disaster recovery scenario

Easy to use, wide variety of integration options

The flexible assets feature for billing could use some improvements.

I really like how easy and intuitive it is to use. The version history has saved me quite a few times with accidental clicking. The ability to offer it to our clients with a replacement to Last Pass is a huge value added to our services.

The searching in the documents section doesn't search inside of folders which is annoying. Also, the check all and then change permissions is hidden and someone lacking in options. Support is also just so-so. Most of the time they can't reproduce my issue and then kind of drop it.

The best thing about IT Glue is how easy it is to add, organize and customize documentation. Being able to create custom flexible assets using the software is also extremely easy and allows us to create meaningful data that is customized to a particular business process or role.

One thing that can sometimes be annoying is when trying to attach files to documents or other assets and having the 100 MB file limit cap. Having a higher file limit cap would make the product more useful for attaching files needed for installation to an SOP or Application flexible asset, for example.

One of the most notable features of ItGlue is its user-friendly interface, which makes it easy for even non-technical users to navigate and use the platform effectively. The platform also offers a robust search functionality, allowing users to quickly find the information they need.ItGlue also includes a range of customization options, allowing users to tailor the platform to their specific needs.

Only con I have is when there is an outage!

IT Glue is really useful for keeping the entire IT team on the same page. It often serves as a single point of truth for a lot of internal and external documents and processes. We use it for our own data as well as client data. We reference IT Glue on a daily basis across the organization. The phrase "let me check IT Glue" is frequently uttered.

Their customer service could stand to be a little more consistent. Sometimes it can be hit or miss depending on what rep you are routed to. For the most part, our issues are solved in a timely manner. From time to time we experience outages, which can be frustrating, but we have our most important items located in other accessible locations.