IT Glue - Strong adhesive? Or basically a bandaid?
January 29, 2019

IT Glue - Strong adhesive? Or basically a bandaid?

Rob Rotundo | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with IT Glue

IT Glue is being used across our entire company, but mostly for our tech side. It helps to organize configurations, passwords, accounts, etc...all into one easy to find place. It basically takes place of needing a separate inventory system and knowledge base. By "gluing" it all together, it's easier to quickly find the info we need.
  • Easy to manage users and data.
  • Easy to integrate with ConnectWise.
  • Sync process takes a LONG time, especially for the in-house version.
  • Embedded vs Standard passwords can get tricky to manage.
  • It has helped us resolve issues slightly quicker.
  • It has forced us to document more.
We used Bright Gauge a long time ago. At the time, we didn't have enough process and procedure in place to truly evaluate it, so we're currently going through an evaluation of Bright Gauge again now and we'll decide what works better. I don't think we're losing IT Glue regardless, but the two may work even better together.
IT Glue performance overall is fine. It loads quickly. One of the biggest disappointments is the mobile app. It's basically useless. It only shows passwords. We simply use the mobile version of the website, but that has its own issues due to the way it displays and being able to scroll through the menu.
This is where our major struggle is with the application: trying to get everything moved from one system to another is very difficult. And my road techs complain about the lack of a good mobile option to get the info they need while they are on site. Hopefully, they are working on this.
Again, if you're starting from scratch, probably an AWESOME product. If you're a long time MSP, it's very difficult to integrate. It's almost better to start over from scratch, but any MSP knows that finding time to do that is basically impossible. We hired a temp person to help move stuff. The issue is, if they don't know your business, or aren't very technical, there is a lot of hand-holding that needs to happen.
Here's the thing: if you're an MSP starting from scratch, this tool would almost be mandatory. If you're already a relatively large MSP and have been using other tools, converting it all to IT Glue is a nightmare and a full-time job. Even then, things get forgotten, misplaced or skipped. Then the conversion ends up taking a back seat and is never fully utilized properly.