IT Glue vs. OpenText Content Suite Platform

It is best suited for an MSP but it is also best not suited for an MSP. It is well suited for folks with a minimal knowledge of a client and are attempting to learn what they can. Perhaps just bumbling about and can find the same thing consistently. At my particular work, we pay somebody full time to manage the system. I feel this is unnecessary.

Incentivized

Great for content management and records even for organizations whose staff are not much experienced in the technical backgrounds as it's easy to use and no previous knowledge on HTML is required. It is great for storing invoices and payment proofs and for organizations dealing with global clients for general use documents.

Incentivized

• The UI has been set up perfectly, there is a sub-menu for every possible bit of information you wish to store.
• There are a number of excellent features such as the autohiding passwords and quick searching from anywhere on the page.
• The recent addition of the IT Glue is also an excellent feature, it features online self-guided courses to become a certified IT Glue user.
• You can create and group custom documents together.
• IT Glue can be integrated with a number of platforms such as Autotask.
• 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

• Document Management is being done well since it allows you to put in a corporate folder structure that applies to the business unit you currently work in.
• Records Management works well in this organisation as it allows you to classify the document according to the file plan, as well as manage it according to the retention schedule for tat file plan.
• The ability to collaborate on files works really well. You can share with users within your group, as well as allow other users access to the files for either read access to read/write access.
• Access control of the folder and even individual files allows you to ensure only necessary people can have the right type of access. This is especially welcome in the government environment where document management is of utmost importance.

Incentivized

• Like many other MSPs we had the majority of our SOPs and KBs in Word docs. The best case scenario would be to simply drop those files directly into ITG without having to import them into the ITG documentation format. The import function is so broken as to not be an option because it completely ruins formatting and tends to drop images. Thus we have to manually copy/paste text and individually upload each image.
• They marketed the product as having true branding but that is stretching the truth. SSL is not an option so client-facing documents will give security errors in browsers. ITG does not appear to be concerned about this even though security is a major concern for all MSPs.

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.

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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

We chose IT Glue particularly because it's tailored to IT documentation. As a managed IT service provider, it's perfectly in line with what we were looking for. The flexibility and tagging in particular were the kind of features we were looking for. Confluence is very good, and can be used for a number of things, not just IT documentation, but IT Glue shines for that.

Incentivized

Having used OpenText Content Suite for a long time, I can say it stands the competition. It offers many versions which is unlike many products in its category. Also, while it is not affordable, I believe the cost is justified considering what a business can achieve with this software.

Incentivized

• We regret the purchase and have received little, if any, ROI.
• [In my expereience], the main feature we hoped to get ROI from (MyGlue) was so terrible we were embarrassed to roll it out to our clients.
• Because [I feel] it is slow and clunky, staff find quicker ways to access needed data so this is not used as much as we would have liked.

• With OpenText Content Suite, we can easily keep documents safe
• Document collaboration is easy with OpenText
• We can easily handle invoicing and automation thanks to features such as content capture and imaging.
• With OpenText Content Suite, there is better file sync and archiving

Incentivized