InSiteTrack vs. IT Glue vs. OpenText Content Suite Platform

IT Glue is well suited to any size managed service provider that requires a secure central knowledge base. IT Glue also integrates well with N-Central to automatically populate the configurations tab with all the relevant Workstation, Printer, and Server information making client on-boarding a breeze.

Incentivized

Your organisation has to support the type of document and records management needed for this to work. In an organisation that only needs to store documents and maybe share with many different parties, this might not be the best-suited software. In a large organisation with stringent document and records management policies, this suite is well suited. It makes management of documents across business units easy to manage and control.

Incentivized

• Flexible Assets are custom questions or forms that you get to create to keep the kind of documentation that *you* want. Our team has done this, and have developed a comprehensive system in our documentation that is better than anything we've ever had.
• Tagging. This feature is so helpful when interlinking related items in the documentation system. IT Glue makes it so easy to tag other configurations, including printers, firewalls, phones, etc.
• Public sharing of knowledge base articles. Often our clients need to know how to do something. We can add pictures, step-by-step walkthroughs that save us and them a ton of time.
• iFrame embedding. There's some flexibility to the web pages that have been helpful for putting other things, such as Cognito Forms in.

Incentivized

• ECM OpenText version is secure and easy to use
• The different versions makes it easy to accomplish different tasks . We have more than three versions deployed in our company
• The software is highly scalable
• There are many customization options
• The software is relatively affordable

Incentivized

• 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.

Incentivized

• The user interface and configurability of that interface lack a lot of flexibility and modern tools.
• There needs to be stronger and more powerful integration to electronic forms and workflow capabilities which are core to modern ECM.
• Management of audit and content history needs to be modernized and made more dynamic and sustainable.

Incentivized

Overall IT Glue meets every need that we need it to. IT is easy to use and convenient and we have not had very many issues with it since the inception. I would easily recommend it to anyone who needs this software.

Incentivized

The staff is comfortable with it and I doubt they'd change at this point.

Incentivized

The interface is excellent and very easy to use. As long as the text you input into the system can be easily read, you will have no problem finding it with all the different categories offered. Sometimes, the slider on the right can blend in with dark backgrounds, making it hard to see.

Incentivized

Strong for Core Content and Records Management
Effective for Non-Technical Users (with the right configuration)

Incentivized

I never had any issues with access internally or via VPN. But, the response via VPN, was a bit slow.

Incentivized

Other than a few access outages, ITGlue is always up and available to us. Their ability to export Playbook, that contain our customers data, and securely send those over to them is amazing and are produced pretty fast. We have IT Glue linked with several other services and software and we have not found that it slows anything down.

Incentivized

• I used OpenText nearly every day and I never had any performance issues that I can recall. That said, it's not terribly fast either.

Incentivized

No problems with support when needed it. Their answers on how to handle DR/BC situations when ITG is down are not stellar. They don't seem to get the business risks of their suggestions to just give the xls backup to engineers (aka give all passwords of ALL clients to engineers in an unencrypted flat-file where it is easy to copy, print, etc.)

Incentivized

OpenText has an outstanding support and knowledge base. All problems which couldn't be solved by us (high complexity cases) were promptly resolved and the resolution also shared with us.

Incentivized

No, it's pretty easy to implement and use.

Incentivized

Currently, we are evaluating using Sharepoint instead of IT Glue as documents and items are searchable within the document instead of by title. We feel that by only searching by title and the type it hinders the speed at which information can be found easily.

Incentivized

OpenText comes in different versions and you are able to choose depending on your departmental or organizational needs. In terms of functionality and capabilities, it was able to offer more value as it checked all the boxes in terms of long-time retentions, reporting capabilities, physical objects, and searches are great.

Incentivized

• We've had a number of false starts on getting all of our clients' assets documented. The culture shift just has not happened yet and there is a general lack of trust in the data.
• It's nice to not have to go hunting for information about client assets anymore. We can be much more productive this way.

Incentivized

• With OpenText Content Suite, we save time thanks to its features such as imaging
• Mobile support is amazing and this makes working anywhere easy
• Since it is very secure, we do not have to worry about content
• The collaboration features make it even better by improving the user experience.

Incentivized