Discover IT Glue’s latest feature rollout

• NOW LIVE! Cooper Copilot Smart Assist: Simplify and declutter your IT documentation with AI-powered automation from Cooper Copilot. Smart Assist streamlines documentation upkeep by thoroughly reviewing all documents to pinpoint outdated assets, enabling you to quickly clean up stale documentation with just a few clicks. It flags stale documents for quick removal, highlights duplicates and marks expired content for efficient cleanup. Additionally, Smart Assist recognizes frequently used documentation across your team, enabling easy replication across organizations, so you can scale proven processes without starting from scratch. Read the Knowledge Base article for more information.
  • Coming Soon: Smart Assist will extend to passwords and configurations, expanding automated support to declutter these critical areas.
• NOW LIVE! BitLocker Recovery Key Auto-Documentation: Avoid downtime during unforeseen emergencies and never waste time trying to access BitLocker recovery keys again. With our BitLocker Recovery Key Auto-Documentation feature, recovery keys are automatically documented and associated with their respective devices in Network Glue. This ensures keys are readily available, minimizing downtime in case of a device lockout. Learn more in the Knowledge Base article, or book a live demo of Network Glue to see the feature in action.

• NOW LIVE! Datto Endpoint Backup Insights & Datto SaaS Protection User Insights: All your backup documentation — Datto SaaS for user data, Datto Endpoint for devices and Datto BCDR for appliances — is now centralized. These key integrations in IT Glue enable quick troubleshooting and ensure data security with comprehensive, up-to-date backup insights for each layer of protection. Read the Knowledge Base article to learn more.
  • NEW: Datto BCDR Backup Health Flexible Asset via Cooper Copilot Smart Create: This feature allows you to effortlessly monitor the health of Datto BCDR backups by generating flexible assets automatically, making it easier to track backups across your environments and manage them proactively.
  • NEW: Datto SaaS Protection User Insights: Gain granular visibility into user backup specifics with Datto SaaS Protection User Insights, offering detailed data to ensure you have every piece of information about a user in one pane for faster troubleshooting.
  • NEW: Datto Endpoint Backup Integration for PCs: The latest integration with Datto Endpoint Backup allows comprehensive documentation of device backups, ensuring all your PC backup data is centralized ensuring users’ productivity is never at risk.

• NEW! Password Policy Enforcement: Our new Password Policy Enforcement feature allows you to meet compliance standards effortlessly. Set policies that align with your organization’s security needs by choosing password type, length and complexity, which will be instantly enforced across all IT Glue organizations for peace of mind. Read the Knowledge Base article to learn more.

• NEW! Customizable Runbooks: Now, with Customizable Runbooks, you can create tailored exports for core and flexible assets, saving you time and eliminating the need to “export all or nothing.” Focus only on the essential information that matters, making runbooks more relevant and efficient. Customizable runbooks are applicable for scheduled runbooks as well. Read the Knowledge Base article to learn more.

• NEW! QBR Report Builder in myITprocess: Tired of manually compiling QBR reports? Our QBR Report Builder lets you automate the entire process, templating reports for each client. This feature covers essential areas like Warranty Lookup, Executive Summary, Alignment and Budget, and a Strategic Roadmap. Customize your own agenda only with relevant reports for each client, and seamlessly duplicate these reports with updated data for every upcoming meeting thereafter, reducing significant manual labor. Read the Knowledge Base article to learn more, or book a one-one-one myITprocess demo to see the feature in action.

What’s next? Get excited for our new features coming soon

• COMING SOON! Datto RMM Software Asset Tracker: Launching in November 2024, the Datto RMM Software Asset Tracker will automatically track every application installed on your network’s devices. Gain visibility into each device’s software inventory, or identify which devices are running specific software with ease.
• COMING SOON! IT Glue Mobile App 2.0: Expected in December 2024, the IT Glue Mobile App 2.0 brings a refreshed UI and UX, along with key features like asset pinning to streamline access to essential data. This update addresses efficiency and performance, giving you a better mobile experience on the go.
• COMING SOON! myITprocess Device Expiration Auto-Documentation: Releasing in November 2024, this feature will provide full visibility into warranty and end-of-life expiration dates for devices from myITprocess, directly within IT Glue — offering comprehensive asset documentation in a single pane. Book a one-one-one myITprocess demo to learn more.
• COMING SOON! Cooper Copilot: Smart SOP Generator: Coming in 2025, Cooper Copilot will introduce the Smart SOP Generator, an AI-driven tool that will automatically create SOPs based on the actions taken by your technicians with seamless screen recording, helping IT teams build reliable documentation faster than ever.

Stay tuned for the latest from IT Glue, as we continue to deliver innovative tools designed to elevate your documentation experience and drive your success. Exciting updates are on the way—don’t miss out!

Ready to see these new features in action? Book a live IT Glue demo with an expert to experience our new features first-hand.

The post IT Glue Product Updates from Kaseya DattoCon 2024 appeared first on IT Glue.

**Updates published on October 25, 2024

Welcome to the era of Cooper Copilot, a revolutionary AI engine poised to transform the landscape of IT documentation and the power it can bring to IT teams. This blog post dives deep into Cooper Copilot, showcasing how it eliminates manual processes, enhances accuracy and boosts efficiency. Through specific use cases and real-world applications, we’ll demonstrate the tangible benefits of this innovative tool.

Meet Cooper Copilot: Your new documentation superpower

Cooper Copilot for IT Glue is an advanced, AI-driven tool that brings automation, precision and efficiency to IT documentation. Leveraging natural language processing (NLP), generative AI, machine learning and intelligent algorithms, Cooper Copilot stands as the first of its kind, fully developed in-house to meet the unique needs of IT professionals.

Developing a high-quality AI feature like Cooper Copilot isn’t an overnight endeavor. It requires a clear goal, business outcomes and high-quality data. When we think about how to incorporate intelligence within IT documentation, we consider how IT Glue can assist your team throughout the entire documentation lifecycle. This foundation ensures that Cooper Copilot provides meaningful, accurate and actionable insights and automations.

Automated, intelligent asset relationships: Cooper Copilot – Smart Relate

One of Cooper Copilot’s standout features is Smart Relate, which automates the documentation of asset relationships. This refers to the ability to link, view and click on any assets related to the one you are currently viewing in IT Glue, all from the same pane. As IT environments grow, manually creating and updating these relationships becomes increasingly burdensome and error-prone.

Cooper Copilot solves this by automatically suggesting and forming asset relationships, like linking a password asset to a user’s device with just a click. Also, Smart Relate automatically deletes outdated relationships it created, ensuring your documentation always accurately reflects the current connections between assets in any IT environment.

On average, mature IT Glue accounts form around 14,000 relationships, highlighting the significant time savings and error reduction this feature provides.

Harnessing Smart Relate for swift issue resolution

Interconnected documentation helps you quickly identify the root causes of issues and highlights any linked assets that should be checked, reducing downtime. With Smart Relate, all relevant information is always up to date and easily accessible, saving you from time-consuming searches.

When one asset causes an issue, any related assets that might also be affected will be clearly visible in a single view. This ensures the technician won’t overlook any linked assets, even those they may not know about, allowing them to address all potential problems upfront and prevent future delays from additional tickets caused by the same issue.

In addition to identifying, suggesting and creating relationships between core IT Glue assets, Smart Relate has evolved to automatically document relationships between Microsoft users and their Intune devices without any additional clicks.

Similarly, Smart Relate is equipped to instantly create relationships between Datto Networking Access Points to the Wireless Networks they belong to, and Datto BCDR Appliances to Agents.

Seamless IT infrastructure management: Cooper Copilot – Smart Create

Smart Create is another powerful feature of Cooper Copilot, intelligently organizing and summarizing IT information. Using AI, it provides a clear overview of specific functions of an IT environment through flexible asset templates. These templates bring together critical assets already documented inside IT Glue so you can click and view additional related assets from one place.

Harnessing Smart Create for maximizing personnel ROI

Consolidating IT information into a Flexible Asset template ensures all critical data for a specific concern is available in one organized view. This is especially useful for new technicians who are less familiar with the IT environments or for dynamic organizations with limited resources that struggle to keep large amounts of data organized. For example, instead of manually gathering backup health data from various sources, Smart Create automatically compiles it into a single, easy-to-navigate tab, enabling technicians to spot potential issues before they escalate.

By providing comprehensive, structured views of the IT ecosystem, Cooper Copilot – Smart Create significantly enhances technician productivity. For example, when setting up a new network, Smart Create can automatically document Wi-Fi credentials and create wireless flexible assets, eliminating the need for manual data entry. This integration extends to automatic updates, ensuring documentation remains current and reducing the risk of stale information.

Clutter-free documentation: Cooper Copilot – Smart Assist (NOW LIVE – October 2024)

Smart Assist helps users manage and maintain their documentation by keeping it organized, up to date and clutter-free, ensuring the entire team can rely on its accuracy without needing to double-check. It supports this in two key ways:

1. Cleaning up stale assets: Smart Assist identifies outdated items like documents, passwords or configurations. It flags documents that haven’t been viewed or modified in a long time, highlights duplicates, and marks expired documents for quick and efficient cleanup.
2. Replicating proven processes: Smart Assist also identifies documentation frequently used by your team and allows you to easily copy and apply it across other organizations. This ensures successful processes can be reused across multiple organizations, saving time and eliminating the need to reinvent the wheel or go through trial and error with new processes.

Harnessing Smart Assist for documentation audits

Maintaining clutter-free, up-to-date documentation ensures compliance and simplifies audits. Cooper Copilot’s Smart Assist feature helps by keeping your information accurate and relevant — critical for regulatory reviews and internal audits. By effectively managing your documentation, your IT team can focus on solving problems and supporting your organization. Smart Assist highlights important, frequently used documents and tracks their usage, allowing you to streamline processes and boost efficiency.

Final Thoughts: Embracing the future of IT documentation with Cooper Copilot

Cooper Copilot for IT Glue represents a significant leap forward in IT documentation, bringing automation, precision and efficiency to the forefront. By leveraging AI technologies, Cooper Copilot transforms how IT teams handle documentation, from automating asset relationships to intelligently summarizing critical information and managing documentation clutter.

Start harnessing the power of Cooper Copilot today with a free demo and experience a new level of productivity and accuracy in your IT operations.

The post Transforming IT Documentation With Cooper Copilot appeared first on IT Glue.

Let’s dive into some of the highlights from the awards and see how IT Glue has made a positive impact.

Leader across categories

The Leader badge is awarded to products that rank highly in both customer satisfaction and market presence. IT Glue earned Leader badges across multiple categories, cementing its status as a trusted and high-performing solution for IT documentation and management.

• Standard Operating Procedures – Overall – Ranked No. 1
• Standard Operating Procedures – Small Business – Ranked No. 1
• Standard Operating Procedures – Mid-Market
• Password Manager – Overall
• Password Manager – Small Business
• Password Manager – Mid-Market
• Knowledge Management – Overall
• Knowledge Management – Small Business
• Knowledge Base – Overall
• Knowledge Base – Small Business

These badges highlight IT Glue’s leadership in all four software categories – Standard Operating Procedures (SOP), Password Management, Knowledge Base and Knowledge Management Software – emphasizing its ability to meet the needs of businesses of all sizes and regions.

Additionally, IT Glue was ranked No. 1 and awarded Leader badges in the SOP category for the regional grids for Canada, Asia Pacific, EMEA and Europe.

Special badges: IT Glue’s key areas of excellence

IT Glue received several special badges that highlight its success in critical areas, like usability, implementation and user satisfaction. Here’s a breakdown of the notable badges:

• Best Results: Achieved the highest results score based on user feedback related to ROI, customer outcomes and overall satisfaction. This badge emphasizes IT Glue’s ability to deliver tangible results for users.
  • Awarded in the Password Manager and Standard Operating Procedures categories.
    
• Users Most Likely to Recommend: Based on high customer satisfaction scores, this badge reflects users’ likelihood to recommend the product to others. It highlights IT Glue’s strong reputation and trust among users.
  • Awarded in the Password Manager category for Mid-Market and Enterprise.
    
• Best Usability: Recognized for its exceptional usability, this badge shows that IT Glue’s interface and ease of use are among the best in the industry.
  • Awarded in the Password Manager and Standard Operating Procedures categories.
    
• Highest User Adoption: This badge indicates that users are quickly adopting and integrating IT Glue into their daily workflows, showing its intuitive design and usefulness.
  • Awarded in the Standard Operating Procedures category for Small Business and Mid-Market.
    
• Most Implementable: This badge recognizes IT Glue’s smooth implementation process, including ease of setup, training and time-to-go-live.
  • Awarded in the Standard Operating Procedures category for Mid-Market.

IT Glue’s leadership in the Standard Operating Procedures Software category

For the Standard Operating Procedures Software category, IT Glue was not only recognized as a Leader but also featured in both the Category and Regional Grids as well as the Momentum Grid. This highlights IT Glue’s continuous growth, favorability among customers and consistent performance year over year. The Category and Regional Grid below represent the Standard Operating Procedures (SOP) Software category, comparing products based on user satisfaction and market presence. Each product is plotted according to these two factors. Products in the Leaders quadrant, including IT Glue, excel in both categories, demonstrating high customer satisfaction and a significant market share, making them trusted solutions for SOP needs.

The Momentum Grid showcases the Standard Operating Procedures (SOP) Software category, with each product evaluated based on year-over-year growth in key areas such as employee count, web presence and social reach, combined with customer satisfaction. IT Glue’s position as a Leader reflects its impressive upward trajectory, consistently growing while maintaining high satisfaction levels among users. This placement emphasizes IT Glue’s expanding influence and continued customer trust in its SOP solutions.

Conclusion: Why IT Glue stands out

The 2024 G2 Fall Awards confirm that IT Glue remains a top choice for IT documentation, offering robust features, exceptional user satisfaction and strong market presence. Whether you’re managing passwords, standard operating procedures or knowledge assets, IT Glue delivers the tools and usability needed to optimize IT operations. Its recognition across multiple categories and regions showcases its global impact, making it a reliable solution for organizations of all sizes.

Ready to see how IT Glue can elevate your documentation processes and streamline your IT management? Schedule a demo today and discover why IT Glue is the trusted choice for IT professionals worldwide.

The post IT Glue Dominates in the 2024 G2 Fall Awards: A Clear Leader in IT Documentation appeared first on IT Glue.

This blog post recaps the key takeaways from the discussion, highlighting essential steps for achieving Cyber Essentials certification and how IT asset and password management play a crucial role in creating a secure IT environment.

Understanding Cyber Essentials

Cyber Essentials is a UK-government-backed certification that helps organizations of all sizes protect against common cyberthreats. Implementing its five key controls — firewalls, secure configuration, user access control, malware protection and security update management — lays the groundwork for improved security.

According to research findings from CRN, a media brand of The Channel Company, 85%of surveyed IT leaders in the UK are aware of Cyber Essentials, but only 25% have obtained the certification.

The benefits of achieving Cyber Essentials are clear — 57% of certified organizations reported new business and revenue opportunities, and it has become a prerequisite for some public sector contracts. The certification not only ensures compliance but signals to clients, partners and adversaries alike that your organization is committed to cybersecurity.

The importance of IT asset and password management

Our expert panel, which included Rajan Keshwala, solutions engineer at Kaseya, Ellen Daniel, senior content strategist at The Channel Company, and Victoria Pavlova, UK editor at CRN, highlighted that IT asset and password management are essential components of a secure IT environment. Without clear visibility into your IT assets, implementing the five technical controls of Cyber Essentials — such as firewalls, access management and malware protection — becomes significantly more challenging.

Proper IT asset management provides visibility into the devices and systems in use, who has access to them and how secure they are. This comprehensive understanding is critical for reducing vulnerabilities and ensuring that organizations can effectively protect their IT environments, making compliance with Cyber Essentials standards much smoother.

Equally important is password management. Strong password policies, especially when integrated with multifactor authentication (MFA), offer an extra layer of security, protecting critical systems and data from unauthorized access. While 75% of organizations use password management tools, many still face challenges in finding the right balance between security and user-friendliness.

Survey insights on the impact of Cyber Essentials adoption

CRN’s research findings shed light on how organizations are navigating Cyber Essentials certification and the changes they are making to meet its requirements. Here are some of the key findings:

• Firewall and access controls adoption: About 87% of respondents reported having firewalls in place while 86% had implemented user access controls.
• Strategic changes: Organizations adapting to Cyber Essentials noted significant improvements in cybersecurity strategies, such as introducing MFA, enhancing password management and refining device management.
• Hurdles to certification: About 25% of organizations reported difficulty integrating Cyber Essentials due to resource constraints and aligning with industry-specific requirements.

Addressing documentation gaps to strengthen cybersecurity

One of the most significant hurdles to effective IT asset and password management is incomplete or decentralized documentation. Our survey found that 58% of respondents identified this as a major issue, which directly impacts their ability to manage assets and credentials securely. Without clear, consolidated documentation, organizations struggle to maintain visibility over their IT environments, increasing the likelihood of security vulnerabilities and making it harder to comply with frameworks like Cyber Essentials.

Centralizing documentation and conducting a thorough asset audit are key steps to overcoming this challenge. By streamlining the management of IT assets and credentials, organizations can reduce errors, improve operational efficiency and align more easily with Cyber Essentials’ requirements. A unified documentation system not only helps teams track and secure assets more effectively but also lays the groundwork for broader cybersecurity resilience.

The rise of AI in IT operations

As IT environments become more complex, AI is playing an increasingly significant role in helping teams manage these complexities. Our expert panel noted that AI is quickly gaining traction, with 38% of respondents ranking it as a top priority for the next 12 months. AI technologies, like those used in Cooper Copilot, IT Glue’s AI-powered engine, can automate critical processes — ranging from IT asset management to password policies — by leveraging natural language processing, machine learning and automated decision-making. By streamlining these tasks, AI can help ensure compliance with frameworks like Cyber Essentials, reducing the risk of human error while improving efficiency.

Addressing documentation and password management challenges

IT teams often face significant obstacles in managing IT assets and credentials, which can undermine efforts to secure the environment and comply with Cyber Essentials. The CRN’s survey findings revealed two key challenges:

• Incomplete documentation: A substantial 58% of respondents reported issues with incomplete or inaccurate documentation. This lack of comprehensive records makes it difficult to maintain control over IT assets and meet security standards.
• Password management gaps: Many organizations struggle with implementing effective password policies. While 31% enforce complex password criteria, others still rely on default passwords or outdated practices, increasing their exposure to security risks. Centralizing and strengthening password management is critical for reducing these vulnerabilities.

The power of a centralized source of truth

A centralized source of truth for IT assets offers a solution to these challenges by consolidating physical, digital and virtual asset information into one unified system. The CRN’s survey revealed that:

• 73% of respondents have centralized systems for physical assets.
• 64% track domain name registrations centrally, and 53% manage IP address spaces in a consolidated manner.

Centralizing IT documentation improves visibility, reduces operational silos and simplifies compliance with frameworks like Cyber Essentials. With a unified view of assets and credentials, organizations can more effectively manage security risks, streamline processes and enhance overall control over their IT environment — ultimately laying the foundation for stronger cybersecurity resilience.

Conclusion: Paving the way for Cyber Essentials compliance

In summary, effective asset and password management are critical for building a secure foundation and achieving Cyber Essentials certification. By integrating AI-driven solutions, centralizing IT documentation and implementing robust password management, organizations can not only meet certification standards but also enhance their overall cybersecurity posture.

Ready to take the next step? Book a demo of IT Glue to discover how our documentation solutions can help you streamline IT management and security.

The post Webinar Recap: Building a Secure Foundation for Cyber Essentials Through Asset and Password Management appeared first on IT Glue.

IT Glue is honored to receive standout ratings, including:

• Value for Money: 4.5/5
• Functionality: 4.5/5
• Overall Rating: 4.6/5

This acknowledgment underscores IT Glue’s commitment delivering best-in-class documentation features that offer both exceptional value and robust capabilities. As a trusted solution for managed service providers (MSPs) and IT professionals worldwide, IT Glue continues to help eliminate the pain and challenges of siloed tools and fragmented information by providing a unified, intelligent platform that drives unmatched efficiency.

Check out the grid below to see how IT Glue ranks alongside other top document management software solutions in terms of value for money and functionality.

Key feature and pricing callouts

Capterra’s report also highlights the robust feature set and flexible pricing options available with IT Glue. Here’s what the report called out:

Basic package features
Capterra’s report also highlights the robust feature set and flexible pricing options available with IT Glue. Here’s what the report called out:

• Unlimited organizations, documentation and client accounts
• Domain and SSL certificate tracking
• Access to the IT Glue library and asset template
• Access, audit and version control to ensure your documentation is secure and up to date
• Single Sign-On (SSO/SAML) support
• Automated account backup
• OTP generator, host-proof hosting and IP access control

Upgrading for more power
For businesses looking for Enterprise-level capabilities, IT Glue offers significant upgrades for $42 USD per user, per month (with a minimum of five users, billed monthly). The highest tier plan adds incredible value with features like:

• Automated workflows to streamline everyday operations
• Cooper Copilot, the AI engine in IT Glue that keeps documentation clutter-free and all assets interconnected
• Just-in-time provisioning for SSO to reduce administrative overhead
• Open API for connecting with third party tools beyond our native integrations 
• Custom SSL branding
• Customizable runbooks
• Embedded Office Cloud Editor

What our users are saying

Here’s a glimpse of the feedback we’ve received from our incredible users:

“It’s the best place to save passwords, contacts, documentation and everything. No more spreadsheets that can be compromised or not kept updated. The audit log is good too, so you can see who or when something was updated.”
— Rob G.

“IT Glue is awesome for documentation. Especially for me as part of a managed service provider. It’s well organized and you can easily look up passwords for every customer you might need.”
— Jonas K.

“I love the flexibility you have with the flexible assets and integration with Datto RMM. It makes your everyday job so much easier, and you get stuff done even quicker. Sharing specific assets and documentation directly with customers through MyGlue and collaborating on knowledge is a big plus!”
— Jeffrey V.

These testimonials highlight the ease, efficiency and security IT Glue brings to IT documentation, making it a vital tool for MSPs and IT teams managing IT environments for multiple clients.

What’s next?

If you’re already using IT Glue, we’d love to hear your thoughts. Leave a review on Capterra and help other IT professionals discover the benefits of streamlined documentation and IT management.

Interested in learning more about how IT Glue can elevate your documentation processes and boost productivity? Request a personalized demo today and experience firsthand why IT Glue continues to be a top choice for IT professionals worldwide.

The post IT Glue Shines in Capterra’s 2024 Value Report appeared first on IT Glue.

1. Siloed documentation

The mistake: When information is scattered across different systems, tools or even team members, it
creates information silos. This means essential data might be locked away in one technician’s notes or in
disparate locations, making it hard for other team members to access what they need when they need it.

How IT Glue helps: IT Glue offers a centralized documentation hub that makes critical information
available to everyone in your team, anytime and anywhere. The platform offers over 80 out-of-the-box
integrations, allowing you to effortlessly consolidate all your existing information into a single, unified
platform. Additionally, by integrating with popular PSA, RMM and other IT tools, IT Glue eliminates silos
and makes documentation instantly accessible within the context of your workflow. This means less time
searching for information and more time solving customer issues.

2. Lack of standardization

The mistake: One of the most significant issues MSPs face with IT documentation is inconsistency.
Different technicians might document processes differently, leading to confusion, wasted time and errors
in execution. Without a standardized approach, even the best documentation can fall short.

How IT Glue helps: To address this challenge, consider implementing an intelligence-driven IT
documentation solution that enables the transformation of unstructured data from various information
sources into organized, meaningful and actionable insights. IT Glue has over 120 out-of-the-box, pre-
configured templates to help you get started from day one and future-proof your IT documentation.

With IT Glue, your team can easily follow the same guidelines for every process, reducing the risk of
confusion and ensuring all information is uniformly presented. Standardization also means any team
member can pick up where another left off, improving overall service efficiency.

3. Failing to leverage automation

The mistake: MSPs that fail to use automation in their documentation processes are missing out on
efficiency gains. Manual data entry, repetitive tasks and inefficient processes can slow down service
delivery and introduce human errors.

How IT Glue helps: IT Glue’s automation features, like network discovery and the newly added AI-
powered Cooper Copilot, transform the entire lifecycle of documentation. Cooper Copilot, for example,
uses intelligence to automatically suggest and create asset relationships, provide insightful summaries
and help keep your documentation clutter-free. This level of automation minimizes human error, saves
valuable technician time and helps your MSP scale without being bogged down by manual processes.

4. Neglecting security and permissions

The mistake: Documentation that’s accessible to everyone without restriction poses a significant
security risk. Sensitive information, if exposed to unauthorized individuals, could lead to data breaches
and compliance issues.

How IT Glue helps: IT Glue helps MSPs manage documentation security through advanced access controlfeatures. Role-based permissions allow you to decide who can view, edit or manage specificdocumentation. Additionally, IT Glue has implemented a layered security system to restrict logical accessand detect potential harmful actions. This includes firewalls, network segmentation, hardened servers, IPwhitelisting and encryption to ensure data is protected.

IT Glue helps your MSP stay compliant and secure by ensuring that only authorized personnel can access sensitive information and that private information is protected.

5. Outdated information

The mistake: Documentation that is not regularly updated loses its value quickly. For an MSP, outdated
information can lead to service disruptions, poor customer experiences and even security vulnerabilities.

How IT Glue helps: IT Glue provides concrete tools to keep your documentation current. The “flags”
feature is key for calling attention to records that need updating — whether it’s a Tier 1 flag that requires
a senior tech’s approval or an indication that part of your stack has changed, prompting updates across
multiple processes. Additionally, workflow triggers can be set to automatically alert your team when
documentation needs to be created, updated or approved, ensuring consistent documentation hygiene.

To keep documentation from falling behind, IT Glue also supports establishing a regular cadence for
reviews. Whether it’s weekly, monthly or quarterly, dedicating time to evaluate your most important documentation keeps it fresh and ready for action. By setting aside time for this process, IT Glue helps
your team stay proactive and keeps crucial information from becoming outdated.

Conclusion: Set your MSP up for success with IT Glue

Avoiding these common documentation mistakes can significantly enhance your MSP’s efficiency,
security and customer satisfaction. IT Glue is designed to help you navigate these challenges and elevate your IT documentation to a level that supports growth, improves service quality and maximizes your profitability.

Ready to avoid documentation pitfalls and empower your MSP with seamless, standardized and
automated documentation? Get started with IT Glue today and see the difference it can make

The post Top 5 Mistakes to Avoid When Implementing IT Documentation: A Guide for MSPs appeared first on IT Glue.

The new reality: Every organization is a technology company

As technology becomes the backbone of modern business, IT teams are tasked with managing a rapidly expanding ecosystem of users, devices and technologies, especially if they are operating in mixed environments. This growth presents several challenges:

• Proliferation of managed assets: Being a technology-centric organization means managing and securing more devices, tools, users and passwords across different IT infrastructures.
• Asset tracking complexities: Maintaining accurate inventories of assets across multiple platforms that belong to different organizationscan result in over-provisioning, underutilization or missing assets.
• Increased security vulnerabilities: As networks grow and digital environments become more complex, protecting all aspects of your IT infrastructure — including users, devices and servers — becomes more challenging.
• Workload increases: Deployment, maintenance and management of assets and users rises exponentially, leaving IT teams stretched thin with support tasks piling up.
• Data growth and information overload: With more technologies, users and devices to manage, there has been a rapid explosion of data. This results in an overwhelming amount of documentation that IT teams must create, manage and organize — leading to information sprawl, which further complicates IT management.

Managing information sprawl in mixed environments

Information sprawl happens when critical data is scattered across multiple systems, making it difficult for IT teams to find the information they need. This leads to wasted time, inefficiencies and increased risks. Without structured documentation, it becomes harder to track devices, passwords and software configurations, opening the door to vulnerabilities, compliance challenges and even data breaches.

AI-powered IT documentation: The solution for mixed-device ecosystems

AI-driven IT documentation tools, like IT Glue, address the chaos of managing mixed-device environments. Here’s how:

• Centralized and searchable documentation: IT Glue’s platform consolidates all IT assets, configurations, passwords and processes into one easily navigable system. Using powerful search functionality, users can instantly locate the information they need, whether it’s an asset’s configuration, a password or a process document. With everything in one place, IT teams can find answers without jumping between tools.
• AI-driven asset relationships: IT Glue’s Cooper Copilot AI engine automatically suggests and creates asset relationships, organizes data and tracks dependencies. For example, Smart Relate helps link devices, users and configurations, providing a complete picture at a glance. These AI-driven connections allow IT teams to immediately understand how systems and assets are interconnected.
• Real-time updates and integrations: With over 80 native integrations, including platforms like Microsoft 365, Intune and Kaseya VSA, IT Glue automatically syncs data across systems. This ensures all documentation remains accurate and up to date, providing a single source of truth for your entire IT environment. By reducing the need for cross-referencing, eliminating information duplication and minimizing the risk of outdated or inaccurate data, IT Glue makes it easy to instantly access the most current information across all your tools.
• Runbooks and reports: IT Glue offers structured runbooks and reporting, allowing IT teams to view and manage critical systems and assets consistently, regardless of where the data originates. This unified approach ensures that all information is documented the same way, making it easy to track changes, expirations and compliance requirements. Additionally, runbooks can be downloaded for streamlined, comprehensive documentation, providing a clear and organized view of your entire IT infrastructure.

Solving the documentation lifecycle problem

Traditional IT documentation can become outdated and disorganized. IT Glue automates the entire documentation lifecycle, ensuring everything stays current. With AI-powered features like Cooper Copilot Smart Relate and Smart Create, IT Glue forms asset relationships and structures data, while integrations with tools like PSA and RMM streamline the process.

Streamlining documentation for mixed ecosystems

With IT Glue, you get:

• Creation of structured documentation: AI-powered tools like Smart Relate and Smart Create automate the process of establishing asset relationships and organizing IT data into structured, actionable views. These tools reduce manual effort and eliminate errors, ensuring your IT documentation remains accurate and interconnected.
• Curation and updates: IT Glue’s robust curation features, such as document flags and expiration tracking, keep your documentation current. By flagging documents for review and tracking expirations, IT Glue ensures that important information is regularly updated and never outdated.
• Accessibility: With IT Glue’s mobile app and browser extension, your team can access critical documentation anytime, anywhere. Whether you’re on-site or working remotely, you’ll have instant access to important data, improving service delivery and response times.
• Orchestration and automation: IT Glue automates everyday workflows, reducing manual tasks and improving accuracy. This ensures compliance, saves time and allows your team to focus on higher-value tasks, while maintaining a well-organized, secure IT environment.

Transform Your IT Strategy with AI-Enhanced Documentation

Managing mixed-device ecosystems is challenging, but AI-driven IT documentation can help. By using IT Glue, you can streamline IT operations, reduce errors and ensure efficiency across Apple and Windows environments.

Get a demo today to see how IT Glue can transform your IT documentation.

The post Synergizing Mixed Ecosystems With AI-Driven IT Documentation appeared first on IT Glue.

As MSPs spend countless hours consolidating data from diverse platforms, the QBR reports risk becoming outdated by the time they’re ready. This cycle not only consumes resources but also hinders productivity, making it difficult for MSPs to focus on delivering value to their clients. Enter the QBR Report Builder in myITprocess — a transformative solution designed to streamline the entire QBR process. With up-to-date data readily available at all times, MSPs can now generate insightful reports quickly and efficiently.

Put QBR management on auto-pilot

Effectively managing quarterly business reviews (QBRs) is a challenge for MSPs, especially when dealing with multiple clients with varying needs. The QBR Report Builder in myITprocess is designed to simplify and automate the entire process, allowing MSPs to effortlessly create tailored, up-to-date and professional reports. Here’s how the QBR Report Builder can put QBR management on auto-pilot:

• Focus only on relevant information: Different clients come to the table with different expectations, and meeting those expectations can feel like juggling an overwhelming number of priorities. To address this challenge, the QBR Report Builder in myITprocess allows MSPs to draft custom tables of content and include only what is relevant for each specific client and meeting. The feature also allows users to save customized templates for future use or build upon previous reports, saving time on report preparation so that each report is efficient yet comprehensive. Additional sections can also be added as needed, making the QBR Report Builder both flexible and powerful.
• Compile data from multiple sources with ease: When preparing for a QBR, especially for larger clients, MSPs often need to source information from multiple platforms and then manually compile it into one cohesive report — a time-consuming and error-prone process. However, with the QBR Report Builder, all the necessary data is centralized, allowing you to generate a professional and informative PDF report in just a couple of clicks. This functionality not only saves time but also ensures that the information in your reports is always up to date.
• Add customized branding and colors: The QBR Report Builder also offers branded and customized reports that align with your organization’s branding standards, including the option to add logos, titles and custom cover pages. The result is a polished and professional report every time.

Build professional, insightful reports in seconds

Sometimes, a client may request an impromptu meeting to get an update on ongoing projects or strategic plans. In such cases, MSPs often scramble to gather the required information in a limited timeframe. The QBR Report Builder has you covered. With readily available data in myITprocess, MSPs can quickly draft a report and enter the meeting fully prepared — even at a moment’s notice.

The QBR Report Builder includes various report types:

• Integrated Executive Summary: Integration with tools like Autotask, Datto BCDR, DEBC for PCs and Servers, Datto RMM, BMS, Graphus, Network Detection and Response (NDPro), and SaaS Protection for Google and M365.
• Budget Report
• Strategic Roadmap
• Alignment Report
• Progress Report
• Hardware Warranty Report
• Coming Soon: Microsoft License Report and EDR Report in the Integrated Executive Summary

With these options, MSPs can effortlessly create detailed, data-driven reports that meet their clients’ needs.

Make buying easy with client-facing, strategic reports

Securing client buy-in for strategic plans, especially those requiring increased budgets, can be challenging. The QBR Report Builder empowers MSPs to present critical data on IT health, risk management and growth opportunities — all in one clear and concise report. By presenting this information in a visually appealing dashboard format, MSPs help their clients easily understand key metrics and the rationale behind strategic recommendations.

These client-facing reports are instrumental in bridging the gap between complex IT concepts and client understanding, ultimately driving better decision-making. With an emphasis on transparency and strategic insights, clients are more inclined to approve increased budgets or invest in new technologies to strengthen their IT infrastructure.

Transform your QBR process today

The QBR Report Builder in myITprocess is a game changer for MSPs aiming to enhance efficiency and client relationships. By putting QBR management on auto-pilot, building professional reports in seconds and simplifying strategic decision-making for clients, this feature empowers MSPs to focus on what truly matters: delivering exceptional value and fostering stronger client partnerships. Say goodbye to the headaches of traditional QBR report preparation and hello to a streamlined, insightful and effective reporting process.

Ready to see how myITprocess can streamline your QBR process and make securing client buy-in easier than ever? Schedule a demo today and discover why myITprocess is the trusted choice for IT strategic planning by IT professionals worldwide.

The post Revolutionize Your Quarterly Business Reviews With QBR Report Builder in myITprocess appeared first on IT Glue.

Now, with the help of Network Glue, we are introducing BitLocker Recovery Key Auto-Documentation in IT Glue, an all-new feature that is going to raise the bar further. This robust feature ensures that BitLocker recovery keys are automatically documented inside IT Glue so that they are instantly available to IT pros when an unforeseen emergency occurs. In this blog, let’s explore this cutting-edge feature more and how IT pros can leverage it to help end users get back up and running quickly during disruptions.

BitLocker Recovery Key Auto-Documentation: Drive faster recovery and smoother operational continuity

IT disruptions don’t come with a warning. Whether it’s a massive outage like the recent CrowdStrike incident, malware tampering with boot files, or repeated failed login attempts by a user, the moment they hit, the clock starts ticking for IT teams. During such events, BitLocker encryption can lock end users out of their devices, and the speed at which IT professionals can restore access depends on how quickly they can retrieve the recovery keys.

Typically, retrieving these keys from Microsoft is a cumbersome process. IT pros need to navigate through several steps, and this delay can lead to longer downtime, frustrating both end users and IT pros alike.

Network Glue’s new BitLocker Recovery Key Auto-Documentation feature eliminates this costly delay. Now, the BitLocker recovery keys are automatically documented and securely stored within IT Glue, meaning IT teams no longer need to jump through hoops to retrieve them. Notably, this feature leverages Cooper Copilot Smart Relate functionality to automatically create asset relationships between the Bitlocker recovery key and the devices it belongs to.

Using Network Glue, IT Glue automatically pulls in real-time BitLocker keys and stores them securely in a dedicated BitLocker Folder. This folder is automatically created, and keys are documented as general passwords, ready for access when needed under customizable user access permissions. IT pros can see all the key details regarding the recovery keys as well, such as which drive they belong to and when they were last updated.

Fig 1. BitLocker Keys password folder

The beauty of this feature is that IT Glue does all the heavy lifting — bringing in the keys, organizing them in folders, relating them to devices and ensuring everything stays up to date. This automated process not only saves time but also ensures accuracy, reducing the risk of errors during a high-pressure situation.

And the best part? The keys are available 24/7/365 and can even be exported in runbooks, meaning IT teams always have access to them when they need them most. This automation empowers IT pros to respond rapidly during unforeseen disasters, getting systems back online quickly and minimizing downtime for end users.

Real-world use cases: Turning emergencies into routine fixes

When a disaster strikes, every second counts. The ability to quickly recover BitLocker keys can make all the difference between smooth operations and costly downtime. Below, we explore three real-world scenarios where IT Glue’s BitLocker Recovery Key Auto-Documentation feature proves invaluable, helping IT pros regain control and restore access swiftly.

1.    Unforeseen outages like CrowdStrike

In the midst of an unplanned disaster, such as the CrowdStrike outage or a server shutdown, IT teams are often prompted to provide BitLocker recovery keys to users to regain access to their devices. Earlier, IT pros had to document BitLocker recovery keys from Microsoft into IT Glue manually. For MSPs managing hundreds of organizations with thousands of devices, this process can be time-consuming and tedious. With IT Glue’s BitLocker Recovery Key Auto-Documentation feature, this manual task is eliminated, streamlining the recovery process during critical moments.

When a device is locked, IT pros can easily retrieve the recovery key by navigating to the device in IT Glue, identifying the related BitLocker recovery key, copying the key with one click and dropping it into the support ticket — getting users back up and running in no time.

Fig 2. BitLocker Recovery Key as a General Password in IT Glue

2.    Human errors

We’ve all been there — logging in multiple times with the wrong password, only to be locked out of a device. For IT teams, these user errors are a common occurrence, triggering the need for a BitLocker recovery key to regain access. Traditionally, this process requires IT pros to jump between different systems or follow lengthy procedures to retrieve the necessary keys. However, with BitLocker Recovery Key Auto-Documentation, this hassle becomes a thing of the past.

Since IT Glue automatically links user devices to their corresponding BitLocker keys, when a user gets locked out, technicians instantly know which key belongs to that device. This considerably speeds up the troubleshooting process and gets the user back to work in no time without the need for escalations or senior technician involvement. It means remote employees and end users can regain access to their devices almost immediately, minimizing disruption to their work.

3.    Ransomware attacks or other data breaches

When cyberattacks like ransomware strike, time is of the essence. These attacks can lock users out of their devices and compromise critical boot files, leaving organizations scrambling to regain control. While BitLocker encryption serves as an important security measure, it also means IT teams must act quickly to access the BitLocker recovery keys to restore operations and get systems back online.

Without Network Glue’s BitLocker Recovery Key Auto-Documentation, technicians would often face a lengthy and stressful process of retrieving these keys from compromised systems, adding to the chaos. With this feature, however, IT teams have immediate access to recovery keys, substantially accelerating the recovery process.

Even lower-level technicians, who may not typically have access to BitLocker keys in Microsoft, can retrieve the keys directly from IT Glue without needing to escalate the issue to senior staff. This streamlined access means encrypted devices can be recovered quickly, allowing businesses to resume normal operations faster.

Final thoughts

Network Glue’s BitLocker Recovery Key Auto-Documentation feature is a game-changer for IT teams and MSPs.

Automating the documentation and retrieval of BitLocker keys significantly reduces the risk of manual errors and speeds up the entire recovery process. It helps IT pros quickly regain control, resolve access issues faster, minimize operational downtime and deliver a seamless service experience to end users.

If you’re already using IT Glue for your IT documentation, this is yet another way to make your IT information more seamless and efficient with Network Glue. By leveraging our powerful AI engine, Cooper Copilot, you can further enhance your efficiency and productivity. Know more about this feature in this Knowledge Base article.

If you haven’t experienced Network Glue’s robust capabilities yet, get a demo today and discover how it can transform your IT documentation with intelligent automation.

The post Introducing BitLocker Recovery Key Auto-Documentation in Network Glue appeared first on IT Glue.

Jason’s career began after graduating with an engineering degree from NYU Poly in 1996. Initially working in telecom engineering, he quickly discovered his passion for software and computers. By 1997, he founded an IT telecom company, but as the telecom world began shifting toward technology, Jason found himself increasingly drawn to the IT side. This shift ultimately led him to Power Consulting, where he has spent the past 16 years contributing to the company’s growth.

As CTO, Jason oversees the technology deployed both internally and for clients, managing help desk operations, service delivery and partner relationships. As CISO, he’s responsible for security measures, ensuring both internal and client systems are protected in today’s complex cybersecurity landscape. Jason emphasized that security for MSPs goes beyond antivirus software — it requires a proactive approach to safeguarding networks and systems.

Here are the key takeaways from our conversation:

Q: How has your team’s approach to security evolved over the years?

Jason: Security has become much more complex in recent years. Ten years ago, it was mostly about keeping malware and ransomware off systems. Now, with SaaS, cloud services and token theft becoming commonplace, the challenges have escalated. Our clients rely on us to manage this complexity, and we’ve had to grow our team and expertise to meet these demands.

Q: Let’s dive into IT documentation. What were some of the challenges you faced before implementing IT Glue?

Jason: Before IT Glue, we relied on a mix of SharePoint, Excel and institutional knowledge. Everything was scattered, and much of it was in our employees’ heads, which made it difficult to onboard new hires or scale our operations efficiently. As we grew, it became clear that we needed a more structured approach to documentation. That’s when we started using IT Glue around 2018-2019, and it’s made a world of difference.

Q: How has IT Glue impacted your team’s efficiency and client satisfaction?

Jason: The most noticeable improvement has been in onboarding new users and systems for clients. Before IT Glue, this process was often chaotic, leading to multiple tickets and frustrated customers. Now, with detailed checklists and linked KB articles, the process is smooth and predictable. It’s also helped with employee retention — techs are happier because they’re not wasting time searching for information. Good documentation keeps everyone organized and reduces frustration.

Q: Can you give an example of how IT documentation directly impacts customer satisfaction?

Jason: Onboarding new users is a great example. With IT Glue, we have a defined process, complete with checklists and SOPs. When something goes wrong, we don’t have to panic. We can go back to the documented process and show the client that we followed it, and if something needs to be adjusted, we collaborate to make improvements. It demonstrates to our clients that we’re organized and in control, which builds trust and keeps them satisfied.

Q: How do you ensure your team is keeping everything up to date?

Jason: We have a few systems in place. First, we do quarterly reviews of each customer’s infrastructure and documentation, with an annual deep dive into all of our KBs. If a tech comes across outdated documentation, they flag it, update it if they can or escalate it. We also gamify the process by rewarding the techs who create the most KBs, which motivates them to stay on top of documentation.

Q: What role do IT Glue’s integrations play in your daily operations?

Jason: Integrations are essential. Our RMM and PSA tools sync directly with IT Glue, which means our asset tracking and ticketing are always up to date. The Microsoft 365 integration is particularly valuable — it lets us see everything from user licenses to group memberships, which saves a lot of time. Network Glue is another game changer, as it continuously updates our documentation with network assets like switches, firewalls and users.

Q: AI is becoming a hot topic in IT. How do you see AI impacting your operations?

Jason: AI is the future, no doubt. We’re already using tools like ChatGPT and Copilot to write scripts and automate repetitive tasks. IT Glue’s AI features, like Cooper Copilot Smart Relate, help identify document relationships and make the documentation process faster and more efficient. The potential for AI to automate even more processes — like generating documentation from browser actions or updating stale documents — is huge. We’re excited to see how these tools evolve.

Q: For MSPs just starting out with IT documentation, what advice would you give?

Jason: Start small and plan carefully. Your first KB should be about how to write KBs — create a template and stick to it. Don’t rush into moving everything into IT Glue without a clear plan, as you’ll end up redoing a lot of work. Documentation is a never-ending process, so approach it methodically, and don’t be afraid to evolve over time.

Jason’s journey with IT Glue highlights the transformative power of structured documentation and the growing importance of AI in the IT space. Whether you’re an MSP just starting or a seasoned pro, there’s a lot to learn from his experience. For more insights on IT Glue and how it can streamline your operations, explore our latest features and integrations by requesting your live demo today!

The post An MSP Leader’s Perspective: The Power of IT Glue in Business Transformation appeared first on IT Glue.