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An overall good product that meets the needs for centralized documentation for managed service providers
Updated October 06, 2022

An overall good product that meets the needs for centralized documentation for managed service providers

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with IT Glue

Our IT team uses ITGlue to track all documentation, Standard Operating Procedures (SOPs), and Passwords. They have recently added a 2fa/OTP option to track 2fa codes for client portal logins, which is great. Our team uses this to be able to work on multiple clients with multiple techs. The product itself has MFA to get in to help keep everything secured.
  • Tracking documentation for our clients.
  • The OTP/MFA tracking for client passwords is an amazing new addition!!
  • Integration with Connectwise
  • Backups of data are manual, no automated process.
  • Password "flags" for passwords accessed by removed users.
  • Needs a read-only "warm site." When they go down, everything is inaccessible. Replicate data to another colo/cloud with a separate DNS domain for read-only access (ex. subdomain.ITglueDR.com).
  • They suggest for backups giving "all passwords" to a single user when they go down, having all of these passwords in a spot accessible is a huge security risk (see above for suggestions to fix).
  • More competition/leaderboard ideas to help drive participation.
  • It hasn't changed the ROI over previous products but is more liked for documentation by our engineers.
The documentation is much better than Passportal but the password management does not work quite as well. Overall, it's the clear leader currently.
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.)
It works well and does what we need. We feel the usability of documentation has been good.

Do you think IT Glue delivers good value for the price?

Yes

Are you happy with IT Glue's feature set?

Yes

Did IT Glue live up to sales and marketing promises?

Yes

Did implementation of IT Glue go as expected?

Yes

Would you buy IT Glue again?

Yes

It works really well to centralize and track documentation if you have multiple engineers working on multiple clients. It is good for passwords as well but not quite as mature as others.