Clumsy product. Poor service. Pricey.

What are the best aspects of this product?

It does do well as a single spot where you can store just about any kind of information about a client. It offers a way to share and collaborate with clients re: passwords and policies. Security is good as they have mandatory multi-factor authentication. They offer integration with many different vendors and tools to track assets, licenses, ect.

What aspects are problematic or could work better?

Considering this product was raved about by quite a number of people, we were quite disappointed. Thinking of IT Glue I think of the idiom 'jack of all trades, master of none'. IT Glue does a lot, but it doesn't do anything particularly well. While it is functional, we find the software very clunky. Our staff often revert to the old way of tracking info because it is much faster. The password manager functionality, a key feature for us, is terrible. It does not support browser integration on all major browsers, often requires manual input/intervention and the permissions configuration is very confusing. It has a checklist functionality that works well, but pales in comparison to leading checklist software such as Process St.

What features/services would you like to see in future versions of this product?

A password manager that is comparable to leading password managers in the market. Unfortunately, their current product is years behind products like LastPass or Roboform. It needs a speedier user experience. It could also use a fully functional app as the existing one only has basic functionality. Our experience with support and account management has been atrocious so an improvement there, from top down, is needed.

What specific problems in your company were solved by this product?

Based on the marketing we hoped it would provide a seamless way to share information like passwords and policy. It does some of that, but we found the product did not live up to the marketing hype. It does provide a repository, with granular permissions, with which to share data with staff.

Are you a current user of this product?

Yes