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.

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.

This quarter, our product innovation focused on these key themes: Foundation, Business Continuity, Intelligence, Service Delivery, Automation and Client Collaboration.

Let’s dive into the details! You can also view the recording of the IT Operations Q3 Product Update HERE.

IT Glue’s suite of solutions

IT Glue has been a pioneer in IT documentation since day one. The platform has helped thousands go from disorganized spreadsheets to a central pane, and now, we are taking the lead in making your documentation intelligent.

In the same way IT documentation cannot succeed in a silo, IT Glue’s superpowers shine with our suite of products. Here is how each of our add-on solutions can help take your IT operations to new heights:

• IT Glue: Centralizes and secures your IT documentation so that you can turn information sprawl into actionable insights.
• Network Glue: Streamlines device and user documentation, automating mundane everyday tasks.  
• MyGlue: Provides secure password management and seamless knowledge collaboration with end users.
• myITprocess: Streamlines IT strategic planning and QBRs so that you can nurture client relationships and unlock new revenue streams.

Foundation

The core of IT Glue is to help you be more efficient in your day-to-day operations. We continuously update and improve our platform to keep up with your evolving business needs, allowing IT technicians to spend less time searching for information and more time on what matters most – your customers.

• NOW LIVE! SSO Role-Based Control: When onboarding a new user to IT Glue, ensuring correct permissions is crucial. That’s why we introduced SSO Role-Based Control earlier this year. This feature automatically matches IT Glue permissions with your SSO provider group permissions, eliminating manual work. Any changes in user permissions in SSO are automatically reflected in IT Glue, ensuring security and simplifying user onboarding.
• NOW LIVE! Microsoft Integration – Location Disablement: We recently enhanced our Microsoft integration to streamline your operations, knowing that most users rely on Microsoft products. If you avoided enabling this integration due to location sync issues, now is the perfect time to reconsider. Microsoft Locations are now optional, allowing you to opt-out while still benefiting from valuable features like license tracking and user auto-documentation.

• NEW! Password Policy Enforcement: IT Glue is most valuable when everything, including shared passwords, is securely documented. With rising cybersecurity threats, it’s crucial to ensure your password manager helps you effortlessly meet compliance standards. Recently, we introduced the ability to enforce password policies in IT Glue. Now, you can easily generate passwords that align with your business policies, choosing password type, character length and complexity to keep your data secure.
• COMING SOON! IT Glue Search Improvements: IT Glue is the only documentation solution with true global search, allowing you to easily find anything, from anywhere. As IT Glue has grown and your data has expanded, we’ve heard your feedback on how search could be improved. We’re actively working on a search enhancement project to ensure faster, more responsive and more reliable results that meet your expectations. This project involves updating our infrastructure and we’re committed to delivering these improvements soon.
• COMING SOON! Activity Logs Improvements: As your team grows, so does your activity log data, which is crucial for account security and audits. Larger accounts, especially those with IT Glue since 2016 or 2018, or fast-growing MSPs, often face challenges accessing older logs. We’ve thoroughly investigated this issue and are excited to announce that, starting in Q4, you’ll have uninterrupted access to all activity logs, no matter how far back you go, without performance issues.
• COMING SOON! Asset Type Selection for Runbook Generation: Another key feature of IT Glue is the ability to share documented data with your clients, often through Runbooks. We understand the need to exclude certain assets or archived items when exporting this data. That’s why we’re actively working on a feature that will allow you to select which asset types to include in your Runbooks, giving you full control over what you choose to showcase and include in Runbooks.
• COMING SOON! Mobile App Improvements: The big advantage of IT Glue is accessibility to mission-critical data, even on the go. If you lose internet on your work laptop, you can easily access IT Glue on your phone to find what you need. We’ve heard your feedback about mobile app issues and are actively working on an update. This will include design improvements, better navigation and the ability to access documents within the app. Some of these enhancements will be available as soon as September.

Business continuity

Maximizing profits and ensuring success means minimizing downtime. Whether facing structural changes or unforeseen events, you must keep operations running smoothly.

• NOW LIVE! Cross-Account Migration: Mergers and acquisitions offer financial benefits, but they also require significant work, time and resources to merge structures, technology, processes, culture and documentation. This process is often disruptive, but at IT Glue, we’ve developed a cross-account migration service to streamline this process. We help and guide you to seamlessly merge data, preserving asset relationships, tags and document structures, removing the administrative burden and allowing you to focus on more critical post-acquisition tasks.  
• NOW LIVE! Offline Mode for Passwords: With IT Glue’s Offline Mode for passwords, your team has secure 24/7 access to passwords, even during emergencies or maintenance, while preserving all security controls. We strongly recommend enabling this feature now, as it requires an internet connection for setup — waiting until an emergency is too late.
• COMING SOON! Password SafeShare: Later this year, we’re introducing the Password SafeShare feature, allowing you to create time-sensitive, fully encrypted, password-sharing links with control over who can access them. You’ll also have the option to automatically delete shared passwords from IT Glue if storing end-user passwords conflicts with your company policy.

Intelligence

In today’s tech-driven era, IT professionals need more tools and data than ever to do their jobs. This often leads to information sprawl and noise, making it challenging to stay organized. That’s why we’re enhancing IT Glue with true intelligence to connect the best parts of your IT environment for incredible accuracy and efficiency.

• COMING IN Q3! IT Glue and Datto Endpoint Backup Integration: Starting in September, IT Glue will integrate with Datto Endpoint Backup, offering enhanced visibility into your clients’ device backup status, last backup, subscription details, protected volumes and more. This integration will help streamline audits and speed up ticket resolution with comprehensive device backup documentation next to the rest of your information.
• COMING IN Q3! IT Glue and Datto SaaS Protection User Insights: Last year, we launched a Datto SaaS Protection integration for M365 and Google Workspace to bring in user backup information at the organization level. We’ve now enhanced this integration by adding detailed user backup information, such as last backup time, mail backup size and contact backup size, to help you safeguard user data and improve backup visibility.
• NOW LIVE! Cooper Copilot Smart Relate: With Smart Relate, Cooper Copilot for IT Glue automatically detects and suggests relationships between core assets. You can approve or decline these suggestions, and as you use IT Glue, Cooper Copilot will learn and improve, becoming smarter with each interaction.
• NOW LIVE! Smart Relate – Microsoft Users to Intune Devices: Earlier this year, we launched Smart Relate with targeted use cases. IT Glue now automatically detects which user belongs to which Intune device, creating relationships for you. When a contact leaves a company, Smart Relate automatically removes the relationship, eliminating the need to search in Entra ID and speeding up ticket resolution.
• NOW LIVE! Cooper Copilot Smart Create: Smart Create is another powerful feature of Cooper Copilot, which intelligently organizes and summarizes IT information. It provides a clear and concise overview of the IT environment through flexible asset templates automatically created by AI. Consider the task of compiling backup health across your IT environment. Instead of sifting through multiple pages and platforms, Smart Create automatically consolidates this information into a single, easy-to-navigate tab. This proactive approach allows technicians to identify potential issues before they escalate.
• NOW LIVE! Smart Create – Datto Networking Wireless Network: Traditionally, setting up a new network required manual documentation of Wi-Fi details, creating a wireless asset and tagging relevant information. With Smart Create, IT Glue now automatically generates a Flexible Asset that shows the network environment, eliminating the need to manually copy data already available in the networking interface.
• NEW! Smart Create – Datto BCDR Backup Health: We’ve now launched a Backup flexible asset through the Datto BCDR integration. This new feature is designed to streamline the backup health audit process for your team. It enables quick reviews of agents with failed backups, protected and unprotected disks, total disk space usage, appliance warranty status and overall system health — either by organization or globally. With this tool, you can proactively identify unprotected volumes, ensuring your clients’ continuity and safeguarding your reputation from potential risks.
• COMING SOON! Smart Create – Datto RMM Software Asset Tracker: Maintaining a comprehensive and accurate view of application deployment across all devices is time-consuming, especially with ongoing changes. Fortunately, starting in September, through Smart Create, IT Glue will automate the Licenses Flexible Asset, showing which applications are installed on each device. This ensures you always have up-to-date data and can quickly audit all clients to ensure devices are running only approved applications.
• COMING IN Q3! Cooper Copilot Smart Assist: After creating documentation, keeping it up to date becomes increasingly challenging as your team grows. To address this, we’re introducing Smart Assist, a Cooper Copilot feature. Smart Assist will help you identify and clean up stale assets, like documents, passwords and configurations, with ease through global views and bulk actions. Smart Assist will also intelligently highlight and surface the most used and valuable documentation to your team. Launching in September, Smart Assist will first be available for documents.

Automation: Network Glue

With increasing demands from end users, it’s crucial to automate tedious tasks and manual labor to focus on strategic initiatives. IT Glue’s automation engine, Network Glue, takes care of these tasks to give you more time back.

• COMING IN Q4! BitLocker Key Auto-Documentation: In emergencies, it’s crucial to keep your assets safe and accessible. Coming in Q4, Network Glue will introduce BitLocker Key auto-documentation. This feature automatically syncs BitLocker Keys from Intune devices, ensuring your sensitive data remains secure and easily accessible with IT Glue. With this automation, IT Glue administrators can effortlessly manage BitLocker keys, enhancing control over device security and minimizing the risk of unauthorized access.
• NOW LIVE! Automated Password Rotation: Regularly changing passwords is a simple yet powerful security measure. With Network Glue, your team can easily rotate Active Directory, Microsoft Entra ID and Microsoft 365 passwords directly from IT Glue, ensuring they are never outdated. You can do this manually on-demand, such as during user offboarding, or set up scheduled rotations to maintain higher compliance standards.
• NOW LIVE! Per Organization Password Rotation Scheduler: We recognize that different clients have varying compliance requirements. That’s why, with Network Glue, you can now set a password rotation schedule for each organization. Once enabled, this feature automatically tracks and updates Admin and User passwords, eliminating the need for manual management.
• COMING SOON! Local Password and Service Accounts Password Rotation: We’re making IT Glue your one-stop solution for all password rotation needs. Later this year, you’ll be able to rotate admin and service account passwords directly within IT Glue, eliminating the need for third-party tools.

Service delivery

To ensure your team is as efficient as possible, documentation must be available at your fingertips within the core tools you use to troubleshoot and work on tickets.

• NOW LIVE! IT Glue Password Insertion with Datto RMM and VSA: With Datto RMM and VSA, your team can now search and inject IT Glue passwords directly into remote control sessions, on top of instantly accessing IT Glue documentation, in the same pane. This streamlined access to data saves valuable minutes during each session, allowing your team to focus on successful ticket resolution.
• NOW LIVE! IT Glue Auto-Suggested Documents and Passwords in Autotask and BMS: We want to ensure IT Glue information is readily available for your techs right next to their tickets. With Auto-Suggested IT Glue Documentation in Autotask and BMS, you can view IT Glue Passwords, Flexible Assets, Documents and Checklists automatically suggested inside an Autotask or BMS ticket, allowing technicians to resolve issues more efficiently by having the information they need right at their fingertips.

• COMING SOON: Cooper Copilot for BMS: We’re excited to announce three upcoming AI-driven Cooper Copilot product updates for BMS: Smart Ticket Summary, Smart Writing Assistant and Smart Ticket Resolution. With Smart Ticket Resolution, AI automatically generates structured IT Glue checklists based on the steps taken to resolve a ticket. These checklists are seamlessly integrated into your IT documentation, ensuring that similar issues are handled efficiently in the future. Smart Ticket Summary simplifies your workflow by generating clear, concise summaries of complex email threads, so you can quickly grasp the key points and decisions without wading through endless messages. Finally, Smart Writing Assistant helps technicians create user-friendly, non-technical summaries for customers, ensuring that solutions are communicated clearly and effectively, strengthening customer relationships and reducing confusion.
• COMING SOON: BMS Collision-Free Ticketing: Our upcoming BMS Collision-Free Ticketing feature is designed to enhance collaboration in complex IT environments. This feature provides real-time visibility into who is currently working on a ticket, ensuring that your team members can see exactly who’s interacting with it at any moment. With this clarity, you can avoid duplicating efforts, prevent missed steps and resolve complex issues faster, all while keeping everyone aligned and on the same page.

Client collaboration

Elevate your customer relationships with MyGlue for day-to-day collaboration and myITprocess for assessing clients’ technology risks and conducting QBR meetings for guaranteed project approvals.

• NEW! Device Lifecycle Management: The Device Lifecycle Management feature in myITprocess simplifies asset management and ensures your devices stay up to date with ease. This highly anticipated feature allows you to seamlessly track device warranty statuses, so nothing slips through the cracks. With automated warranty tracking and management, you can say goodbye to manual tasks. The Device Lifecycle Management feature now integrates with Cisco Meraki, Lenovo, HP, and Dell, helping you and your clients manage device lifecycles effortlessly. Later this year, we’ll expand these integrations to include Sonicwall, Fortinet, Ubiquiti and more, giving you a complete view of the device lifecycle and eliminating the need for third-party solutions.
• NOW LIVE! Integrated Executive Summary: myITprocess has recently introduced Integrated Executive Summary, a powerful feature designed to simplify the reporting process for MSPs. This tool streamlines data gathering, allows for personalized report customization and ensures that all reports maintain a consistent, professional look. Today, myITprocess’ Integrated Executive Summary integrates with a wide range of tools, including Autotask, BMS, Datto RMM, Network Detective Pro, KCM, Datto BCDR, endpoint backups and many more, ensuring that all the reports you need are at your fingertips. With these integrations, the data in myITprocess’ Integrated Executive Summary is always up to date through automated processes, eliminating the need for manual data gathering. Recently, we launched an integration with Graphus, and BullPhish ID will be included next, further expanding the capabilities of myITprocess.
• COMING SOON! QBR Builder: After gathering all the data from multiple solutions, creating budgets and roadmaps for various projects, and adding important updates on progress you’ve made, organizing all of this information you need to share during your QBRs with clients is time-consuming and resource-intensive. Turning it into a client-facing report is a huge challenge for many MSPs — especially when the data is stored in various disconnected sources and mismatched formats. Understanding this pain point, we’re excited to announce that in 2024, myITprocess will launch a report builder that allows you to consolidate and organize data exactly how you want, making it easy to share with your clients.

Interested in learning more about myITprocess? Get a demo and take your QBRs to the next level HERE.

By leveraging these innovations, IT Glue continues to enhance your IT documentation experience, providing smarter, more efficient and highly integrated solutions to meet your evolving needs. Stay tuned for more updates as we continue to innovate and improve your IT operations.

Interested in learning more about IT Glue? Request a 1:1 call with a documentation specialist today.

The post IT Operations Q3 2024 Product Update Webinar Summary appeared first on IT Glue.

Time is of the essence

In today’s fast-paced world, end users are more demanding than ever, expecting swift and efficient IT services. Our survey reveals that 74% of IT professionals noticed a significant increase in user expectations for faster ticket resolution over the past five years. To meet these demands and stay competitive, IT teams must leverage tools that enhance efficiency, such as integrated IT stacks, automation and artificial intelligence (AI). Over 55% of respondents highlighted the importance of easy access to IT documentation for improving ticket resolution times. Additionally, about 31% of respondents said end users now expect almost instant resolution, and around 48% cited faster, easier ticketing interfaces as crucial to delivering swift service to end users.

The documentation dilemma

Inconsistent and incomplete IT documentation remains a significant challenge for IT professionals. Information sprawl and knowledge loss caused by employee turnover are the most frequent causes. This issue impacts knowledge retention, ticket resolution times and the onboarding/offboarding process. Just under 60% of respondents struggle with incomplete or inaccurate documentation, making it the top challenge for the second consecutive year. When performing tasks without proper documentation, two-thirds of respondents reported inconsistent procedures and outcomes, and 54% noted that documentation challenges adversely affect ticket resolution times. The value of an intelligent, structured IT documentation tool has never been greater.

Missed opportunities in IT strategic planning

Our findings show that a large portion of IT professionals are not conducting regular technology assessments or IT strategic planning, missing out on opportunities for growth and improvement. The primary barrier? Prep time constraints, cited by over one-quarter of survey respondents. This is a significant issue, as an estimated 35% of respondents do not currently conduct technology assessments, an increase from last year. A feature like Integrated Executive Summary in myITprocess could make the quarterly business review (QBR) process much easier for IT professionals. This tool streamlines data gathering, allows for personalized report customization and ensures that all reports maintain a consistent, professional look, allowing IT professionals to more effectively highlight their successes and reinforce the crucial role they play in their clients’ IT strategies.

Cybersecurity: The ever-present challenge

Cybersecurity continues to dominate as the top concern for IT professionals, whether they are managing their own infrastructure or supporting clients. A striking 74% of respondents identified cybersecurity as the top IT problem or service need for their clients. Looking ahead, 52% anticipate managing cybersecurity risks as a major challenge in the coming year. Additionally, budget constraints (35%) and recruiting skilled IT staff (32%) were also highlighted as significant challenges.

The rise of AI

AI is rapidly emerging as a top priority for IT departments, reflecting its potential to revolutionize IT operations and enhance productivity. Our survey shows that 34% of respondents expect AI to be one of their top priorities in the next 12 months. Improving IT security (36%) and increasing productivity through automation (35%) are also high on the priority list for many IT professionals. Time-saving and accuracy-boosting AI tools like IT Glue Copilot will be invaluable for IT professionals in the coming years, as they eliminate manual processes, enhance accuracy and boost overall efficiency.

Discover more with IT Glue

Stay tuned for the full 2024 State of IT Report, launching in August. In it, we will dive deeper into these insights and explore the strategies IT professionals are adopting to navigate these challenges. In the meantime, see how IT Glue can streamline your operations and boost efficiency by requesting a demo.

The post Sneak Peek: 2024 State of IT Report appeared first on IT Glue.

Thank you to all our dedicated IT Glue partners who joined us again at GlueXperience this week on April 29 as part of Kaseya Connect Global 2024 in Las Vegas. It was great to see everyone at the event and connect and share insights with you all. Our community continues to grow at an exponential rate, getting stronger every year.

GlueXperience 2024 was a jam-packed day full of exciting sessions with invaluable knowledge for our audience, both from our own product teams and IT Glue power users during our panel session. We also announced several exciting new features and integrations, including our new AI Engine IT Glue Copilot, Microsoft Entra ID Password Rotation and Device Lifecycle Management!

Here are some highlights from the different sessions we had at GlueXperience.

State of the ‘Glue’ Evolution and Product Update by Nadir Merchant

Nadir Merchant, CTO and GM of IT Glue, presented the GlueXperience Keynote. During the session, he shared details about some exciting new product launches and the future of IT Operations. Here are the highlights.

NOW LIVE!

IT Glue Copilot: Smart Create and Smart Relate

IT Glue has announced its latest breakthrough, IT Glue Copilot, your AI guide for automated IT documentation. Since its inception in 2015, IT Glue has been at the forefront of solving information sprawl across various systems and integrating new technologies to streamline documentation processes. With the launch of IT Glue Copilot, the company takes a monumental leap forward, introducing cutting-edge AI technologies, such as natural language processing, generative AI, machine learning and traditional intelligence algorithms to revolutionize how IT documentation is created, curated, accessed and orchestrated.

Through Smart Relate, IT Glue Copilot transforms the labor-intensive task of documenting asset relationships into a sophisticated, automated and continual process that enhances accuracy and integrates seamlessly at any stage of an organization’s journey. This innovative tool dynamically adapts and manages your IT documentation as your organization evolves and the IT environments you manage grow. IT Glue Copilot enhances documentation workflows by automatically suggesting and creating related items. Additionally, the Smart Create feature intelligently generates flexible asset templates. Together, these functionalities create a robust documentation ecosystem that accurately mirrors your IT environments with complete precision. These advancements underscore IT Glue’s commitment to serving multi-function IT professionals, ensuring that their IT documentation remains interconnected, meticulously managed and ahead of the curve in a rapidly advancing technological landscape.

Learn more here.

Microsoft Entra ID Password Rotation

IT Glue has introduced a significant enhancement to its password management capabilities with the new addition of Microsoft Entra ID and Microsoft 365 Password Rotation. With this feature, IT administrators can now rotate passwords on-demand with one-click, or establish an automated rotation schedule directly within IT Glue. This feature provides a streamlined, secure method to manage and update sensitive credentials, ensuring that credential stealing is significantly reduced with fresh passwords. With this addition, IT Glue aims to consolidate password management tools, reducing the dependency on third-party applications and simplifying the security operations for businesses. This not only enhances security by ensuring regular password updates in compliance with best practices but also offers a more integrated and efficient approach to managing digital identities across an organization’s IT infrastructure.

Learn more here.

Device Lifecycle Management

Device Lifecycle Management is designed to revolutionize how IT technicians track warranty expirations and report on these during quarterly business reviews. With this enhancement, myITprocess seamlessly integrates with leading manufacturers like Lenovo, HP and Dell, empowering IT professionals and their clients to effortlessly manage device lifecycles. This feature offers the flexibility to set and tailor lifecycle policies for client devices while providing the assurance of timely notifications on policy due dates, allowing for smoother operations and peace of mind. As the year progresses, myITprocess is set to expand its capabilities further by integrating with renowned brands such as Cisco Meraki, Fortinet, Ubiquity and Apple. This expansion aims to provide technicians with a comprehensive overview of device lifecycles, paving the way to phase out reliance on third-party solutions and streamline the entire device management process. With Device Lifecycle Management, IT technicians can anticipate a substantial improvement in efficiency during their quarterly business reviews, ensuring their clients’ infrastructure is not just current but also strategically aligned for future needs on upcoming warranty changes.

Learn more here.

Integrated Executive Summary

IT Glue has also announced the new Integrated Executive Summary feature in myITprocess, designed to revolutionize your quarterly business review (QBR) reporting process. This tool empowers you to showcase your achievements with executive summaries that highlight critical metrics and hard data, making your contributions and effectiveness transparent to your customers.

The Integrated Executive Summary allows you to eliminate the hassle of data hunting by automatically pulling key statistics from all integrated solutions, allowing you to focus more on analysis and less on data gathering. It instantly compiles the most critical metrics from across your solutions to highlight the most impactful data. Additionally, it reduces manual labor and administrative overhead by automating report generation, ensuring each report is formatted consistently to provide a seamless presentation experience. Moreover, it maintains a professional and unified appearance across all reports by adhering to a cohesive visual standard that reinforces your brand’s professionalism.

The Integrated Executive Summary feature automates the consolidation of the following crucial metrics across different aspects of your IT service delivery:

1. Service delivery metrics: Demonstrate your MSP’s efficiency in handling service requests with metrics such as resolution times and response times, among other key performance indicators.
2. Backup metrics: Assure your customers of their data’s safety and recoverability in the event of a disaster, underscoring your ability to ensure business continuity without interruptions.
3. Network risk metrics: Address the increasing need to protect your clients’ networks from viruses and other threats by clearly presenting key risk metrics.

This integration aims to streamline your IT planning process, enhancing your ability to deliver top-tier, strategic insights during your QBRs.

Learn more here.

COMING SOON!

IT Glue Copilot: Smart Assist

The upcoming IT Glue Copilot: Smart Assist feature enhances IT documentation management by automatically identifying and helping you clean up stale assets like outdated documents, passwords or configurations. With tools for global viewing and bulk actions, you can quickly declutter your IT Glue accounts.

Smart Assist will also highlight unused or duplicated documents and expired assets, enabling efficient documentation management with just a few clicks. Additionally, it identifies high-quality documents that are frequently used by your team, providing insights to potentially replicate these for broader use or establish specific update procedures based on their popularity. This feature streamlines your documentation process, ensuring both cleanliness and efficiency.

QBR Report Builder

Scheduled for release in Q3 of 2024, myITprocess is set to introduce a versatile QBR report builder. This new tool will enable you to customize and organize data according to your preferences for client-facing reports. These reports can be automatically distributed on a recurring schedule or manually presented as PDF files during quarterly business review meetings.

Password SafeShare

The upcoming Password Safeshare feature, launching in third-quarter 2024, lets you generate encrypted, time-sensitive links for sharing passwords, offering complete control over access. It includes an option for automatic deletion of passwords from IT Glue if they conflict with company policies.

Smart Create – Datto BCDR Backup Health

The Smart Create Datto BCDR Backup Health feature in IT Glue will automate backup health audits, allowing swift assessments of backup failures and unprotected volumes to boost team efficiency and secure client data continuity.

MyGlue Unified Client Portal

In Q3, MyGlue will become the only end-user portal you’ll need for the entire IT Complete suite. Clients will be able to view and create tickets in MyGlue, see strategic roadmaps and client facing dashboards, approve quotes and even restore files from backup.

Real-World IT Documentation Success Stories: IT Glue Partner Spotlights

To get the true essence of IT Glue’s secret sauce, we invited three amazing IT Glue Power Users to join our special panel discussion:

1. Brad Dunning, Director of Integration Services at Networking Technologies and Support
2. Chad Wiggins, Co-Founder and Director of Business Development at PulseOne
3. Jason LaPorte, Chief Technology Officer and Chief Information Security Officer at Power Consulting Group

They shared their first-hand experience and insights on utilizing IT Glue and leveraging all it offers to get an incredible ROI, higher efficiency and seamless automation power like never before. With IT Glue at the heart of their businesses, our panel members had some priceless tips and tricks to take IT documentation to the next level. Collectively, these leaders stress the importance of IT Glue in enhancing MSP operations, suggesting that through careful planning, targeted integration and fostering a strong documentation ethos, MSPs can achieve significant operational benefits.

Jason LaPorte of Power Consulting Group, with nearly three decades in IT, underscored the initial challenge of documentation sprawl in IT Glue and the importance of identifying critical documentation components. Emphasizing the strategic use of integrations like Microsoft 365, he advised focusing on the practical needs of engineers and highlighted that the return on investment (ROI) in IT Glue should be measured not in dollars but in reduced technician stress and increased satisfaction. Building a documentation culture and recognizing tech contributions were also key points he raised.

Chad Wiggins, who leveraged his extensive background that began at Microsoft to eventually start to his own MSP, advocated for the use of IT Glue in sales and its pivotal role in boosting employee retention and project management efficiency through proper implementation services and adherence to best practices from the outset.

Brad Dunning’s journey from hospitality to IT saw the practical evolution of IT Glue use, encouraging MSPs to standardize data structuring for scalability and peace of mind. He suggested gamification to promote a culture of documentation and claimed that IT Glue instilled confidence in his team, with Liongard integration proving invaluable for onboarding.

Workshops Galore

IT professionals at GlueXperience were also immersed in workshops brimming with practical insights. The “Automation Workshop” highlighted the essential role of AI and APIs in modernizing IT documentation, providing tools like AI prompts and API scripts to integrate into IT Glue’s open framework. “Beyond the Frontlines” shifted focus to the strategic side of IT service, encouraging professionals to demonstrate their value beyond ticket resolution by adopting strategic planning and tools like automatic payments and the Kaseya quote manager. Additional workshops like the “IT Trifecta” and “Maximize IT Documentation ROI” offered strategies to turbocharge service delivery and uncover IT Glue’s latent potential, ensuring attendees walked away with a toolkit of tips for immediate application.

Thank you again to our IT Glue community for your incredible support!

The post 2024 GlueXperience Recap appeared first on IT Glue.

At Kaseya DattoCon 2023, the IT Glue product team unveiled a series of significant feature launches and innovative workflow integrations that we are excited to share with our partners. We extend our gratitude to those who joined us live in Miami and became part of the IT documentation community.

For those who may have missed the news, here’s a recap:

Offline Mode for Passwords – General Availability (NOW LIVE)
Access to passwords is mission-critical for IT professionals to perform their jobs effectively. With Offline Mode for Passwords, you can securely access your most sensitive IT Glue assets — your stored passwords — whenever and wherever you need them. This new feature ensures seamless and secure password access, even when IT Glue is undergoing maintenance, providing peace of mind and ensuring uninterrupted business operations.

This means you can be confident that you’ll always have access to the credentials necessary to log in to your tools, even during unforeseen emergencies. The new IT Glue Offline Mode browser extension preserves essential information, such as user permissions, OTP codes, host-proof hosting and activity logs, when using passwords in offline mode.

Learn more HERE.

AD Password Rotation Scheduler (NOW LIVE)
Regularly changing passwords is an established industry best practice. However, the manual process of rotating passwords can be cumbersome and time-consuming. Through Network Glue, AD passwords can now be automatically rotated within IT Glue based on a user-defined frequency. This enables enhanced compliance and security, effectively putting password rotation on autopilot.

IT Glue Administrators can set the preferred frequency for AD password rotation. Selected AD passwords on a predetermined schedule will undergo automatic rotation, and the updated password records will be seamlessly documented in both IT Glue and Active Directory.

Learn more HERE.

Datto RMM Web Remote and SNMP Data in IT Glue (NOW LIVE)
Previously, technicians had to go through the challenging process of toggling between information retrieval in IT Glue and action in Datto RMM. This integration reduces ticket resolution times and expedites remediation by significantly reducing tool switching. Now, we have introduced Web Remote control and Datto RMM SNMP data in IT Glue for even more efficiency gains.

Achieve comprehensive device visibility with real-time, contextual insights from Datto RMM, including CPU usage, memory statistics, disk utilization, last reboot timestamps and more. With the latest addition of SNMP data from Datto RMM managed devices now available in IT Glue, you can further centralize and consolidate your IT documentation.

While working on IT tickets, IT teams traditionally rely on IT Glue to review vital device data, passwords and contact information before initiating Web Remote access. With our latest IT Glue and Datto RMM integration update, IT teams can significantly reduce the effort required, eliminating more than three clicks in the process. Now, they can swiftly provide instant support by directly launching the Datto RMM Web Remote from within an IT Glue Configuration page.

Learn more here.

Datto BCDR DR Runbook (NOW LIVE)
An easily accessible, up-to-date DR Runbook with crucial device information is essential for swiftly restoring affected devices during emergencies. The traditional approach of manually storing and managing this data, which is labor-intensive and time-consuming, has now been streamlined with the Datto BCDR DR Runbook in IT Glue. You can effortlessly export a comprehensive list of Datto BCDR devices, complete with their latest details, such as CPU, RAM, hostnames and more, directly from IT Glue.

This integration maximizes the efficiency of your recovery process, ensuring that disaster recovery can be executed within minutes instead of hours. Additionally, you can specify a specific boot order to expedite the recovery process following a disaster.

Learn more about this feature here.

Unified Executive Summary Reports in myITprocess
In myITprocess, we’ve simplified the process of preparing for client meetings by allowing you to add reports automatically to client presentations from other IT solutions. This functionality streamlines your QBRs and enriches the content you can share while getting time back. Currently, this is possible with Network Detective Pro, so you can add various risk metrics directly to myITprocess presentations and effectively communicate these risks to your clients in an easily digestible format.

What’s even more exciting is that we’re continually expanding the list of integrations for this feature, with plans to incorporate more of our IT Complete solutions in the near future. You can expect to be able to add Autotask and Datto RMM reports that include SLA and ticket metrics before the end of October.

With Unified Executive Summary Reports in myITprocess, you can eliminate the need for cumbersome data copying and pasting between different sources when creating customer presentations.

SSO Access Control – Bypass Capability (COMING SOON)
The SSO Access Control feature empowers you to enforce Single Sign-On (SSO) login for IT Glue, eliminating the need for local IT Glue credentials if preferred. With the latest enhancement, users included in the SSO bypass list can continue to log in using SSO while retaining the option to use local credentials in case of an emergency restricting access to their SSO tool.

Robotic Process Automation with CooperBots (COMING SOON)
Through our new intelligent system, a collaborative effort involving Autotask, Datto RMM and IT Glue, you can now automate daily, repetitive tasks for your team, such as fixing slow internet connection or resetting a password. This automation streamlines the resolution of minor tickets, freeing up valuable time to concentrate on more significant tasks and projects.

Coming later this year

• SNMP v3 Discovery for Network Glue – Get complete visibility into your networks with new device data at your fingertips.
• Password Complexity Selection – Ensure passwords are compliant and secure with enhanced requirements for password complexity.
• Asset Type Selection for Runbooks – Reduce noise by selecting the exact assets you need to include in runbooks.

Recap
Kaseya DattoCon 2023 witnessed an array of game-changing features and integrations from IT Glue that promise to revolutionize IT documentation. These innovations empower IT professionals to work more efficiently and securely. Here’s a quick recap of the top features we’ve introduced:

• Offline Mode for Passwords – Ensures secure access to critical passwords, even during maintenance.
• AD Password Rotation Scheduler – Automates password rotation to enhance compliance and security.
• Datto RMM Web Remote and SNMP Data in IT Glue – Provides comprehensive device visibility and centralizing IT documentation.
• Datto BCDR DR Runbook – Streamlines disaster recovery with up-to-date device information.
• Unified Executive Summary Reports in myITprocess – Simplifies client presentations and expands integration possibilities.

Stay tuned for even more exciting features on the horizon, including SSO Access Control and Robotic Process Automation with CooperBots, as we continue to push the boundaries of IT documentation.

The post IT Glue Announcements at Kaseya DattoCon 2023 appeared first on IT Glue.

Thank you to all our dedicated IT Glue partners who joined us again at GlueXperience this week on April 24 as part of the Kaseya Connect Global 2023 in Las Vegas. It was great to see everyone at the event and connect and share insights with you all. Our community continues to grow at an exponential rate, getting stronger every year.

From our own CTO and GM, Nadir Merchant, to guest speakers, such as Allen Edwards from Eureka Process and multiple IT Glue Power Users who joined us on stage to share their own personal experiences, GlueXperience 2023 was a jam-packed day full of exciting sessions with invaluable knowledge for our audience. We also announced several exciting new features and integrations.

Here are some highlights from the eight different sessions we had at GlueXperience.

State of the Nation keynote by Nadir Merchant

Nadir Merchant, CTO and GM of IT Glue, presented the GlueXperience Keynote. During the session, he shared how the IT industry has evolved over the years, where it is headed, the opportunities and challenges faced by IT professionals, and offered a glimpse into the future of IT documentation.

From incredible time savings to increased service desk efficiency, Nadir touched on various benefits of implementing a structured IT documentation solution. Unsurprisingly, the future of IT documentation is bright, with more M&As and higher demand for automation and client collaboration at the top of everyone’s mind. To continue enabling IT professionals to help their teams and organizations reach new levels of efficiency and success, deep workflow integrations made possible with IT Complete, are at the forefront of the IT documentation train.

New Feature now LIVE: 1-Click AD Password Rotation

During the IT Glue Product Update, presented by Anya Perelyhina, Director of Product, and Wendy Har, Senior Director of Product Marketing, we had the pleasure of announcing the public release of our most anticipated feature — 1-Click AD Password Rotation. It is now available to all IT Glue users with a Network Glue subscription.

This feature lets you easily rotate on-premises Active Directory passwords directly in IT Glue with just one click to minimize credential stealing. The new password you rotate in IT Glue will automatically update in Active Directory, reducing human error since you no longer have to switch between tools.

With the 1-Click AD Password Rotation feature, you can view on-prem AD password details in IT Glue, including last rotated, status, updated date, and the network and organization it belongs to. You will also be able to bulk-rotate multiple passwords at once. AD passwords that are not yet recorded in IT Glue will be surfaced, so you can update them as needed and decrease security vulnerabilities.

Read the full blog HERE.

Panel session with IT Glue Power Users

What you see on the surface is not the only thing you get. There are many things that IT Glue can do that you might be missing out on. To get the true essence of IT Glue’s secret sauce, we invited three amazing IT Glue Power Users to join our special panel discussion:

1. Adam Price, Technical Operations Manager, Nirico Systems
2. Boris Marroquin, Owner and IT Consultant, Marrocova IT Solutions
3. Kumar Rachuri, IT Security and Infrastructure Engineer, Maven LLC

They shared their first-hand experience and insights on utilizing IT Glue and leveraging all it offers to get an incredible ROI, higher efficiency and seamless automation power like never before. With IT Glue at the heart of their businesses, our panel members had some priceless tips and tricks to take IT documentation to the next level, such as integrating with existing applications from their tool stack, structuring documentation with workflows and relationship mapping to make it work FOR you, and so much more.

Creating a process-based culture with Eureka Process

Hosted by Eureka Process President Allen Edwards, this session covered how you can accelerate your business by reducing processing around people’s problems and producing consistently positive results, even when you are not there.

Allen also shared how you can get the most out of your greatest asset — your people — and how to implement a simple, practical and concise “how-to” on attaining a process-based culture with IT Glue with a live, interactive workshop.

Thank you again to our IT Glue community for your incredible support!

Get A Demo

The post GlueXperience 2023 Recap appeared first on IT Glue.

The post IT Glue 2022 Year in Review appeared first on IT Glue.

Our analysis compares organizations of different sizes, considering their annual revenue as a proxy for their IT complexity, to give you an idea of the technological transformation required to achieve incremental growth.

SOPs and knowledge management

As IT complexity increases, unstructured tools become cumbersome to use. Our survey results indicate that structured tools for knowledge management add real value for IT teams during this growth phase. Structured knowledge management eliminates information sprawl and reduces the risk that key organizational knowledge leaves when personnel depart. The result for IT is greater consistency in execution and, consequently, higher productivity.

IT assets/configurations tracking and management

Our survey indicates that IT teams aren’t as consistent at keeping track of hardware and software assets as one might think. Despite the availability of automated asset management solutions, our analysis indicates that a vast majority of IT teams still use Google Workspace, SharePoint or nothing at all for asset management. They are still doing it the hard way. On the bright side, the adoption of structured solutions like IT Glue increases as organizations get bigger.

Password management

The lack of structured tools for password management can leave you wide open to attack since modern-day cybercriminals can easily crack passwords with automated tools. Our analysis indicates that a significant number of organizations are still using unstructured solutions or no solutions at all for password management. However, users of robust password managers are on the rise, and we expect the adoption of password managers to continue to increase in the coming years.

Network discovery

How can you secure your IT network if you don’t even know what’s connected to it? Robust tools for network discovery are available; however, a significant number of survey respondents don’t leverage a dedicated tool for network discovery. If you want to scale seamlessly without any issues, you need a dedicated network discovery solution that helps you understand how various devices are connected and how they interact with each other. It’s the difference between automated network topology maps that are updated daily and no real visibility at all.

Conclusion

In this complex environment, instant access to required information can put your organization miles ahead of your competitors. That’s why you must invest in a robust documentation solution that can provide structure to the way you manage information.

When all your information, including SOPs, organizational knowledge, passwords, IT assets and network details, is organized the right way, you can save a significant amount of time and effort that could be spent on other revenue-producing activities.

Our survey results indicate the need for strong documentation in various aspects of IT. By leveraging the right solutions, you can keep up with the technological transformation that is taking the world by storm.

The post IT Glue Global MME Benchmark Survey Results appeared first on IT Glue.

In the last quarter, our product innovation focused on five main themes: security, mergers and acquisitions (M&As), Microsoft integrations, backup integrations and helping users get the most out of IT Glue.

Let’s quickly see what’s new in IT Glue. You can also view the recording of the SuperGlue Product Update webinar HERE.

Security 

Using the appropriate security controls in IT Glue is easy with the myITchecklist library. You can find checklists such as “Secure IT Glue” and “Secure your Documentation” that help ensure you are enabling all the necessary security controls for your account.

Not only is IT Glue SOC-2 Type II compliant, but it also has many user-controlled security measures, like enforced MFA, IP Access Control, SSO, permissions and Password Vault, that once set up, allow you to be confident about protecting your most important assets.

You can expect more security features and updates in IT Glue including Offline Password Access, 1-Click AD Password Rotation, access control for SSO users and IT Glue Secured Login Enhancement.

Mergers and acquisitions 

Mergers and acquisitions are increasing in the IT industry but bringing together documentation from two companies is a lot of work. However, automatically connecting it all in one place allows team members to continue servicing clients without any interruptions.

GlueConnect Per User Permissions

Whether you are preparing for an M&A, working with MSPs on the other side of the globe or engaging with NOC providers for 24/7 services, seamlessly link IT Glue accounts with GlueConnect and easily preserve user permissions with the new Per User Permissions.

Cross-Account Migration Service  

Remove the administrative burden of recompiling already documented information from one account to another by simply automating it with the new Cross-Account Migration Service. It allows you to maintain all asset relationships like tags, related items and document folder structure so that you can focus on more important post-acquisition issues. For more information, please contact your account manager.

Microsoft integrations 

Our Microsoft integrations automate the documentation of assets and user information from Intune, Active Directory, Azure AD and Microsoft 365 so you can effortlessly see their entire Microsoft environment. In addition, you get a consolidated view of multitenant environments so you have a single pane for your cloud, hybrid and on-prem Microsoft environments.

Not only is IT Glue your single source of truth for your Microsoft environments, but it also enables you and your team to easily and securely access Microsoft administrator passwords that require MFA with one-time password (OTP). With OTP, you get the code directly in app, so you aren’t relying on a dedicated mobile phone, landline or VoIP.

Backup integrations 

Bringing backup details next to the rest of your IT Glue documentation makes it easy to comply with regulatory standards and keep your assets secure. Learn more about the Datto Continuity, Unitrends and Spanning integrations in IT Glue HERE.

The Datto Continuity integration in IT Glue enables IT professionals to check the status, integrity and setup of Datto backups across all protected assets. It lets you see the last backup time, last backup status, the latest recovery point for the backup and whether the backup was successful.

With the Unitrends integration, you can view status updates from all your Unitrends backups, including the last backup time and storage for endpoints in IT Glue. You can also produce an automated PDF report to show the current backup state of any internal or client networks with the Unitrends Backup Coverage Report.

The new Unitrends DR Runbook lets you export an automated runbook that outlines all the Unitrends protected assets when a disaster strikes.

The newly launched Spanning for Microsoft integration lets you view your Microsoft Mail, Calendar, Contacts and OneDrive backup details altogether alongside the rest of your Contact information that’s already in IT Glue.

Get the most out of IT Glue 

KaseyaOne takes away the hassle of multivendor management by allowing you to log in, access support, and review your billing and renewal information from one place.

Cooper Insights is an AI engine that provides tips to help you make the most of your IT Complete solutions. Whether it’s new or old features or integrations you may not have set up yet, Cooper Insights will guide you through your next steps to take advantage of everything IT Glue has to offer.

We also have several tools, from in-app video tutorials to advanced courses in Kaseya University, to help you become an IT Glue master.

We share all of IT Glue’s news, features and updates on a monthly basis under the What’s New page that you can find through the Help drop-down menu in the top-right corner. Here, you will also see our product roadmap, which lists all the solutions we’re developing and that you can expect down the line.

The post IT Glue Q4 2022 Product Update Webinar Summary  appeared first on IT Glue.