IT Glue Review: Is It The Best IT Documentation Tool?

Every IT team knows the mess: scattered documentation, missing credentials, and critical setup details buried in emails or sticky notes. 

When your team handles tickets, troubleshoot outages, and onboard new clients, the last thing you need is a documentation system that slows you down.

IT Glue eliminates these problems by centralizing documentation, automating routine tasks, and securing credentials—all in one platform. 

But does it deliver? Can it save your team time, reduce errors, and make onboarding a breeze, or is it just another tool that sounds great on paper?

Let’s find out.

TL;DR:

• IT Glue is a centralized IT documentation platform that uses AI-powered automation to scale your operations and improve productivity.

• Its most significant features for MSPs and IT teams include relationship mapping, AI-powered SOP generation and automation, and a secure password vault.

• The platform integrates with 60+ tools, including RMM and PSA solutions.

• Some UI complaints—functional but slightly outdated compared to competitors like Hudu.

• Pricing starts at $29/user per month, which may be steep for smaller teams but offers solid value for mid-to-large businesses.

• Overall, it's a powerful IT documentation solution, especially for teams managing multiple clients, but smaller businesses might consider alternatives.

What is IT Glue?

Via IT Glue

IT Glue is a cloud-based, SOC 2-compliant IT documentation software, part of Kaseya, explicitly designed for IT professionals and Managed Service Providers (MSPs).

Its primary purpose is to manage all IT documentation in one centralized location. The tool makes it easy to find, update, and share information with your team, which is handy for MSPs who need to handle documentation for multiple clients efficiently.

Here are IT Glue’s most prominent features:

• A centralized repository: Consolidates documentation spread across emails, shared drives, and other platforms. For example, you can store client information, network diagrams, and passwords, all linked together for quick reference.

• Relationship mapping: By linking related items, you can understand how different parts of your IT environment connect. For example, you can link a server to its backup schedules, maintenance procedures, and the clients it serves to your entire infrastructure.

• AI-powered automation: The Cooper Copilot captures clicks and keystrokes to generate real-time error-free Standard Operating Procedures (SOPs). This automation keeps documentation current without manual effort.

• Runbooks: You can create step-by-step procedures for everyday tasks, which is excellent for training new team members and troubleshooting.

• Asset tracking: IT Glue’s asset tracking engine lets you customize documentation standards for hardware, software licenses, and even warranty information. This saves time when dealing with replacements or renewals, as everything is tracked in one place.

How Does IT Glue Stack Up Against Its Competitors?

IT Glue isn’t the only player in the field. Unlike NinjaOne and SuperOps, which bundle multiple IT functions, IT Glue focuses exclusively on documentation.

For instance, while IT Glue organizes documentation, Workwize is an IT hardware lifecycle management platform that helps IT teams track the lifecycle of hardware, licenses, and assets in real time.

NinjaOne is feature-loaded and easy to use, but IT Glue’s relationship mapping and runbooks are better for MSPs.

Here’s how it measures up against some immediate rivals:

IT Glue is excellent for specialized IT documentation management. However, you'll find much better IT asset management platform options.

💡Workwize is a complete device lifecycle management platform built for global teams.  Workwize takes the hassle out of managing remote work equipment so you don’t have to. Need to get a new hire set up with a laptop and desk? You can order everything in one place, and Workwize handles the shipping directly to your employees—wherever they are.  No more juggling multiple vendors or tracking lost shipments. The best part is that all equipment comes pre-deployed with your chosen MDM.  Once your team is equipped, you get complete visibility into who has what, so you’re never left wondering where your assets are.  When someone leaves, you don’t have to chase them down—Workwize makes retrieval easy.  And when it’s time to upgrade or retire equipment, we take care of secure asset disposal for you. With Workwize, you focus on growing your business while they handle the logistics. Together with IT Glue, Workwize helps IT asset managers seamlessly track, deploy, and retrieve remote work equipment while keeping documentation centralized and up to date.

Setup and Configuration

Setting up IT Glue takes time, especially if you integrate it with your existing PSA and RMM tools.

Before importing your data to the platform, make sure it is accurate and properly categorized. This step takes a lot of time if your existing data is spread across multiple systems or isn't standardized.

If you're using a PSA tool, you should set that up first. In our setup, we had to configure the API keys and ensure our PSA data, like client contacts and contracts, were appropriately synced. Depending on how complex your PSA setup is, this can take a few hours.

Following PSA, you can set up RMM integration. This is similar and involves mapping device data from your RMM tool to IT Glue. The most common setup involves deployed RMM agents, with device data pushing to your PSA and then to IT Glue.

Once the basic setup is done, configuration involves customizing your documentation standards, setting up runbooks, and defining access controls.

Key Features Of IT Glue

We found IT Glue more valuable as a complete management solution. Its structured documentation saves hours of grueling work, and its relationship mapping is as good as expected.

Structured documentation and relationship mapping

This is what you buy IT Glue for. And it doesn’t disappoint.

The tool gives you a clear, organized framework for storing and retrieving information about your IT environments, from network diagrams to server configurations. 

We found it easy to categorize documents, and the search functionality is fast. We could see what we needed in under a minute, which can be massively helpful for quick emergency access.

Relationship mapping allows you to create logical, two-way connections between assets, giving you a full picture of your IT environment. In practice, we used it to map dependencies, like which applications rely on a specific server. 

For example, we can immediately check IT Glue to see what is hosted if a server crashes. This has significantly reduced research time and improved troubleshooting speed. 

However, setting it up initially was complex. Some users on Reddit have mentioned it can be tricky to maintain, but for us, the benefits outweigh the effort. 

Via Reddit

Our Rating: 4.5/5 

Secure password management 

We have to say that IT Glue’s password vault is impressive. It gives you an immutable audit trail to track all changes and works well with the platform. You also get to see reports on at-risk passwords.

We’ve used it to manage and rotate passwords, and the multi-factor authentication options add an extra layer of protection. The tool also lets you manage shared logins with a one-time password generator, including admin access.

Remember that password managers are not as capable as standalone tools like Bitwarden. It wouldn’t hurt to have a separate password manager app working alongside IT Glue.

Our Rating: 3/5

Integrations

IT Glue integrates with over 60 tools, including monitoring and management solutions like Cisco Meraki, Ninja RMM, Continuum, Atera RMM, and many more. It also has a robust API with predefined integrations with tools like Zapier, LogicMonitor, HaloPSA, etc.

Just the Zapier connection alone opens up a ton of possibilities.

Via Reddit

We felt that data flowed automatically, and little manual intervention was needed. 

Syncing the endpoint information with our RMM tool was smooth initially, though some users on Reddit mentioned issues with specific integrations, like Office 365 output, which we haven't encountered yet.

Our Rating: 4/5

AI-powered automation (Cooper Copilot)

This is a newer feature, and we've been testing it extensively. 

Cooper Copilot automatically captures clicks, keystrokes, and actions to generate real-time error-free SOPs. When setting up a new server, it documented the process step by step and saved us hours of manual work. 

It's a great assistant for creating consistent, up-to-date procedures and ensuring IT compliance with audits. 

Smart Relate stood out to us. It automates the documentation of asset relationships and improves the synergy with relationship mapping.

However, it needs some getting used to. It might be overkill for smaller teams with simpler needs. The learning curve is steep. You must understand what actions it captures to get the most out of it, but it's incredibly efficient once you get the hang of it.

Our Rating: 4/5

User Experience and Support

The interface is generally intuitive. The IT Glue Academy and customer support have helped our team get up to speed during our review. 

Via Reddit

Many users have called the UI dated compared to competitors like Hudu. We can see their point: it's functional but not flashy. Still, for our needs, it gets the job done.

Via Reddit

Some users have also noted frequent downtimes for the platform. Although we haven’t encountered any in our time with it, it is better to be safe than sorry. It is not a bad idea to keep offline backups.

Security and Compliance

We take security very seriously. Happy to report that IT Glue delivers in this respect. 

It's SOC 2 compliant, which means it meets high standards for data security. Another plus point is the secure password vault, with options for access control and offline mode for emergencies. 

You also benefit from IP access control, which limits access to your data from suspicious sources. You can limit IT Glue access to a specified list of IP addresses or a range of IP addresses.

No complaints security-wise.

Pricing and Structure

Pricing starts at $29 per user per month for the basic plan, with a minimum of 5 users. It may be a bit steep for small teams. For larger businesses like ours, the features and time savings justify the cost compared to alternatives like Confluence or Evernote. 

If you ask me, even the Enterprise plan is pretty good value. You get additional perks like Custom SSL branding, runbooks, an office cloud editor, JiT provisioning for SSO, and most important of all, full API access. 

The API should’ve been accessible to Select users as well. So that’s a miss. Keep in mind that IT Glue is available strictly as a software-as-a-service (SaaS) platform. There is no on-premises version.

User Ratings and Reviews

IT Glue is rated 4.7 stars out of 5 on the review aggregator site G2. It’s also rated a solid 4.6 out of 5 on Capterra based on 301 reviews.

It also has many awards in the G2 Winter 2025 Software rankings, including the Best Usability Winner and Highest User Adoption Winner. 

Forget awards. Here’s what users are saying about the platform:

IT Glue on Capterra. Via Capterra

IT Glue on G2. Via G2

“ITGlue is an amazing document management system that stores  the documentation of the Organization. It is very easy to implement and easy to use. The entire portal is hosted on the cloud and provides numerous features to use.”

• Verified G2 review

“The software is extremely flexible for handling passwords and other documentation. We use DattoRMM so having that tied into IT Glue streamlines things. Adding new entries, auditing access, and keeping things up to date is pretty easily done. 

This is something we use all of the time, and though it does cost a bit, we're planning on continuing to use it for the foreseeable future.”

• Verified G2 review

Final Verdict: Is IT Glue the Right Choice for You?

IT Glue is a lifesaver for IT teams drowning in scattered documentation. 

It keeps everything in one place, making information easy to find when you need it most. The AI-powered SOP generation is a huge time-saver, and security is rock solid, with SOC 2 compliance and MFA options. With over 60 integrations, it plays well with other tools, and their IT Glue Academy ensures you’re never left guessing how things work. 

That said, it’s not all smooth sailing. 

Setting things up—especially migrating data—can be a hassle. The interface, while functional, feels a bit outdated compared to flashier alternatives. Pricing might be a dealbreaker for smaller teams, and the built-in password manager, while handy, doesn’t quite measure up to dedicated solutions.

In our opinion, IT Glue makes sense if you need a platform for storing crucial IT information, especially if you’re a large organization. Its downsides are minimal compared to its stellar pros.

Workwize: A Platform For IT Hardware Lifecycle Management

IT Glue leaves very little to ask for. It can change how you manage IT documentation and make you noticeably more efficient and effective. While there are some areas for improvement, the benefits outweigh the drawbacks.

However, while IT Glue handles documentation, managing IT hardware is a whole different challenge. That’s where Workwize comes in.

Workwize helps you with everything from global asset procurement to disposal. It also has powerful asset management capabilities that let you keep track of all your asset details—licenses, configurations, asset location, and more.

Brands like Pleo, HighLevel, DuckDuckGo, and several others trust Workwize to manage their global assets.