Confluence vs IT Glue

• Organizing content so that people can find what they are looking for.
• Putting restrictions on certain pages so that it can be seen/edited by appropriate employees
• Letting people collaborate on documents simultaneously
• notifying when a page has been updated
• combining content with tasks so that things get done

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• Linking related items together to form a big picture view of a network and all of its moving pieces.
• Integration with our PSA and RMM to provide alerts by creating tickets for things that are expiring like domains, certificates, warranties, and documentation.
• The ability to track our users' engagement with the tool to encourage a culture of documentation and standardization.

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• Atlassian is not intuitive for the user. Several of our staff who have not received training on the platform find that it is not user-friendly.
• Posting on Atlassian can also take more time than expected due to the plethora of options available.
• Atlassian Confluence does not always look the same in different internet browsers. In talking with a co-worker, he told me it works best on Chrome. My computer has IE and Chrome, so I have to be sure I am using Chrome when I log into Confluence.

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• So far we have enjoyed the functionality of ITG with one exception:
• The search feature is severely lacking. We have thousands of articles in this knowledge base but the search window is about 1" wide and only shows the first few words of each article. Within our system, those first few words are often the same "SYSTEMS: How-To...". If we are searching for a system, we will have no alternative but to manually try to find this document by browsing through folders within ITG.
• Unfortunately ITG has not responded to a flurry of enhancement requests around this feature, that go back quite a while.
• The functionality that would make this a killer app for us would be a dedicated search page that displayed results like a Google search page.
• Ability to export all client documentation if the client moves to another provider.

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• At a previous company, Confluence made creation and resolution of support tickets across a large and distributed organization very manageable. This was a major positive impact in that it allowed efficient management of many different customer deployments in a responsive manner.
• At my current company, Confluence would have had a negative impact do to the slowness of the product, adding a significant overhead for our small team to get things done.

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• This has made us more productive as far as finding reliable data to manage our customers.
• Its ease of use has allowed us to make passwords and configuration more secure.
• The ability to gain access to data from anywhere has saved time and removed the need to constantly remote in to the office for information.

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