IT Glue Pricing, Features, Reviews & Comparison of Alternatives

IT Glue

SOC 2-compliant IT documentation management platform

4.69/5 (45 reviews)

IT Glue overview

What is IT Glue?

IT Glue is a cloud-based, SOC 2-compliant IT documentation platform designed to help managed service providers (MSPs) manage their documentation and reduce the time they spend searching for important information. The software offers flexible asset tracking, documentation automation, relationship mapping, checklists, workflows, and more.

With IT Glue, users can create custom checklists of action items, and assign these to team members, to manage team workflows and track the status of critical tasks. Checklist templates can be used to create standardized processes for use across the organization. Processes can also be made repeatable by generating and storing knowledge base and standard operating procedure (SOP) documents. Diagrams can be embedded for clarity, and articles can be linked to other documentation stored in IT Glue. The relationship mapping tools allow users to link any related items, with the aim of empowering self-service culture within organizations.

Runbooks allow users to generate PDF documentation packages for offline access to the structured information stored in IT Glue. Multiple runbooks can be created simultaneously for all, multiple, or individual clients.. Granular access controls and permissions give users full control over which documents are shared. The immutable audit trail and version control tools allow users to restore deleted items and revert to earlier versions of documents. Domains, devices, passwords, SSL certificates, and custom assets are all automatically versioned. IT Glue’s API enables integration with other platforms and extension of documentation, by providing programmatic read or write access to account data.
www.itglue.com

Pricing

Starting from
$19/month
Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, Australia

Supported languages

English
IT Glue screenshot: The completion dashboard gives users insight into which tasks still require completionIT Glue: Jason's DemiseIT Glue screenshot: All activity is automatically loggedIT Glue screenshot: Workflows can be configured and managedIT Glue screenshot: All assets can be tracked, with customizable asset typesIT Glue screenshot: The password vault enables secure password storage and management

IT Glue reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.5
  4.6
  4.4
Nathan Hable

ITGlue has transformed our ability to accurately document our clients' IT infrastructure.

Used daily for 2+ years
Reviewed 2018-04-20
Review Source: Capterra

Pros
The ability to tag different items and configurations within ITGlue allows us to document all of the impacted components in an IT system. For example, we can document the virtualization environment for a client by tagging the physical hypervisors, the virtualization license, the VMs that are hosted on the hypervisors, the credentials used to access the hypervisors and the virtualization environment, etc. This has greatly reduced the time needed to support our clients. I also like the integrations with ConnectWise and Kaseya.

Cons
There isn't much that I can say about ITGlue that is negative. I would like the ability to export a runbook for a client into PDF. I know they are working on this feature but it isn't available yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Lauren Suski

Gets the job done

Used daily for less than 6 months
Reviewed 2019-12-08
Review Source: Capterra

It is easier to find the documents we need! It's nice and organized and the search functions/customizability is wonderful!

Pros
I like how easy it is to switch between clients, and the IT Glue Academy was very helpfull! The tutorials made our transition from SharePoint really nice and smooth!

Cons
The UI is boring and not aesthetically pleasing at all. There's also a lot of tabs we dont use under each client, which it would be nice to get rid of/hide.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Vinson Marinaro

Good product, but greedy company and pushy sales people

Used daily for 6-12 months
Reviewed 2018-05-03
Review Source: Capterra

Pros
The flexible asset system helps you tailor the experience to your individual needs - the default templates were good but being able to easily customize them made them better. The audit log is helpful for seeing changes made in the system and is useful when an employee leaves, so you know what passwords need to be changed. If configured properly, the Chrome extension saves time when logging into various websites. Lots of integrations with PSA/RMM systems.

Cons
The company has filled a niche in the MSP market for documentation. They don't have many competitors. As such, they use this as an excuse to price gouge their customers and provide customer service that basically says "if you don't like us, good luck finding another product". They boast how they are constantly "upgrading and adding new features". What they fail to say is these new features are only added to their most expensive subscription plan (Enterprise) - which for smaller companies is completely overkill. The most requested feature for the last 5 years, Runbooks, was finally added and made Enterprise level only. This is the only way to neatly export your companies data out of their system in an easy to read and organized format - feels like a hostage situation to me. They like to pretend like the Basic/Select plans don't exist, and even went as far as trying to trick me into signing up through a link that was configured to Enterprise subscription when I specifically stated I was only interested in Basic. The "onboarding fee" is just a money grab. I did not feel I got my "money worth" when onboarding - they just sent me some youtube videos to watch. We use the software at our company because we needed the service it provided, which it does well. But as for the company itself, I am less than pleased. If there were better options, I probably would have chosen differently.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Anonymous

This software launched our company into an age of Better documentation

Used daily for 1-2 years
Reviewed 2018-11-28
Review Source: Capterra

Pros
What this really has going for it is the ability to link items, a SOP can be linked to other procedures and documents allowing you to hand off documentation and have all the related materials linked to the one Item. I also like that their team does not seem to be resting on the product as it is, there are continual improvements and exciting things roadmapped for the future.

Cons
The platform lacks the ability to archive passwords that are no longer in play for former employees and the like. This has been on the community wishlist for quite some time with no indication of when or if it will be released. Another gripe is that core things in the software change FREQUENTLY without any prior warning explanation. Some of the changes have left me scratching my head as to what possible benefit or reason there is to changing things? So I find myself relearning certain aspects of how to use the software which can be particularly frustrating when trying to get through a work day.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Brad Ray

Great product

Used daily for 2+ years
Reviewed 2020-03-04
Review Source: Capterra

Pros
This product allows us to sync our existing documentation day 1, so that as we moved documentation over into their recommended location, we still had access to our existing documentation in the same place (through configs). This made it extremely easy to switch over to them. Once we did switch it has becomes a staple product we use daily to document all of our customer and internal documentation.

Cons
Reporting options were severely limited.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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IT Glue pricing

Starting from
$19/month
Pricing options
Subscription
View Pricing Plans

Basic: €19/user/month
Select: €29/user/month
Enterprise: €39/user/month
5-user minimum.
There is a one-time €495 activation fee on all subscriptions.

IT Glue features

API
Access Control
Permission Management

Activity Dashboard (207 other apps)
Activity Tracking (109 other apps)
Alerts / Escalation (109 other apps)
Auditing (109 other apps)
Automatic Notifications (154 other apps)
Collaboration Tools (106 other apps)
Compliance Management (112 other apps)
Data Import/Export (141 other apps)
Data Visualization (102 other apps)
Drag & Drop Interface (110 other apps)
Monitoring (252 other apps)
Real Time Data (101 other apps)
Real Time Monitoring (127 other apps)
Reporting & Statistics (155 other apps)
Role-Based Permissions (96 other apps)
Third Party Integration (206 other apps)
Workflow Management (132 other apps)

Videos and tutorials

Additional information for IT Glue

Key features of IT Glue

  • Checklists
  • Documentation automation
  • Audit trail
  • Relationship mapping
  • Template library
  • Asset tracking
  • Process management
  • Search
  • Secure password vault
  • Single sign-on (SSO)
  • Operations templates
  • Runbooks creation
  • Domain & SSL certification tracking
  • Completion profile
  • Access control
  • Password management
  • Team performance tracking
View All Features

Benefits

Runbooks allow users to create documentation packages in PDF format, providing offline access to structured information for individual, multiple, or all clients.

Related items can be linked together with definition of relationships between various documentation elements, empowering self-service cultures within organizations.

The asset tracking engine allows users to customize documentation standards to their specific requirements and ensure that standards are enforced, with support for tracking of highly technical elements such as wireless, virtualization, and server components.

With the Checklists feature, users can create task lists and assign these to individual team members, with insight into task status and control over team workflows.

Completion profiles provide users with insight into what information is missing and where, enabling the closing of any gaps.