IT Glue

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

Avantages :

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.

Inconvénients :

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.

IT Glue, a great product

Commentaires : Software product is amazing, the people that we deal with are amazing.
We cannot say the same with regards to the subscription/billing system, whilst claiming to be a Cloud Product, with Cloud Flexibility, Billing flexibility after the changing from IT Glue to Kaseya is a very bad experience.

Avantages :

Flexibility of the product, Run Books and Password handling.

Inconvénients :

Cannot complain on anything with regards to the software.

Overall disappointed

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Solid Documentation Platform, Always Delivers

Commentaires : Overall it's an extremely solid platform to work in. Support has been great when needed. Once it has been set up, its very easy to navigate and work in.

Avantages :

I like the integrations with different PSA tools and the ability to build SOPs within the application itself.

Inconvénients :

The price is a little spendy, but it's worth it for what it provides. There is a slight learning curve when setting up new customers and getting the integrations to work.

IT Documentation and credential management

Avantages :

Easily handle large amounts of customer documentation, credentials, and other IT information. Our customer accounts are automatically added by integration with our CRM, further reducing time spent on data entry. Credentials for new clients are easy to import.

Inconvénients :

There have been a couple of outages which affected our business the the past few years, but overall service is highly reliable. As with any online service you should have an offline backup kept up to date just in case.