AgileBits in Toronto offers 1Password, a password manager available to both private individuals and businesses, touting a unique approach to multi-factor authentication to improve security.
$2.99
per month
IT Glue
Score 8.4 out of 10
N/A
IT Glue, a Kaseya company since the December 2018 acquisition, is an information management platform that allows for efficient storage and retrieval of all the documentation an organization needs to help their MSP run better. By integrating PSA and RMM data, the vendor says they can help increase efficiency, and reduce onboarding times.
1password is the best solution for storing your passwords and other sensitive data as well as sharing it with employees of your company easily and efficiently. It has a web interface for managing your passwords and users as well as user groups. 1password can be installed on almost any OS and integrated with all popular web browsers
IT Glue is well suited to any size managed service provider that requires a secure central knowledge base. IT Glue also integrates well with N-Central to automatically populate the configurations tab with all the relevant Workstation, Printer, and Server information making client on-boarding a breeze.
1Password's Watchtower service is a real value add - 1Password monitors the security news for evidence of security breaches containing your credentials and alerts you if you have been impacted. That is a huge value as it enables you to get out in front of a security breach and be proactive in protecting yourself.
1Password's core strength is that it makes it easy to practice good security hygiene by using strong, unique passwords for each site you interact with. This is something that all password managers do now, but offering an easy experience is key.
1Password's password sharing features makes it easy to share team credentials with other team members, and to decide who amongst the team gets access to the designated credentials.
Flexible Assets are custom questions or forms that you get to create to keep the kind of documentation that *you* want. Our team has done this, and have developed a comprehensive system in our documentation that is better than anything we've ever had.
Tagging. This feature is so helpful when interlinking related items in the documentation system. IT Glue makes it so easy to tag other configurations, including printers, firewalls, phones, etc.
Public sharing of knowledge base articles. Often our clients need to know how to do something. We can add pictures, step-by-step walkthroughs that save us and them a ton of time.
iFrame embedding. There's some flexibility to the web pages that have been helpful for putting other things, such as Cognito Forms in.
1Password is so secure, that it lacks a self-managed "forget your password" functionality which means that as a manager, I have to approve password resets which may slow down some users.
On Chrome, the extension sometimes stops working when the browser is updated.
So far we have enjoyed the functionality of ITG with one exception:
The search feature is severely lacking. We have thousands of articles in this knowledge base but the search window is about 1" wide and only shows the first few words of each article. Within our system, those first few words are often the same "SYSTEMS: How-To...". If we are searching for a system, we will have no alternative but to manually try to find this document by browsing through folders within ITG.
Unfortunately ITG has not responded to a flurry of enhancement requests around this feature, that go back quite a while.
The functionality that would make this a killer app for us would be a dedicated search page that displayed results like a Google search page.
Ability to export all client documentation if the client moves to another provider.
1Password is a great password manager and it helps us a lot in our every day duties at the company. Since implementing this solution we also feel way more secure when it comes to our own data or the data of our Clients.
Overall IT Glue meets every need that we need it to. IT is easy to use and convenient and we have not had very many issues with it since the inception. I would easily recommend it to anyone who needs this software.
The 1Password app design is top notch, much better than a couple other password managers I've looked at. The app and service are very flexible, allowing for many different types of data storage. The browser extensions generally work very well, allowing for easy access to login information while using pretty much any modern web browser.
The interface is excellent and very easy to use. As long as the text you input into the system can be easily read, you will have no problem finding it with all the different categories offered. Sometimes, the slider on the right can blend in with dark backgrounds, making it hard to see.
Other than a few access outages, ITGlue is always up and available to us. Their ability to export Playbook, that contain our customers data, and securely send those over to them is amazing and are produced pretty fast. We have IT Glue linked with several other services and software and we have not found that it slows anything down.
I haven't had to use the support team since using the product, so that's saying something. But I did reference the FAQs and information materials to help with the initial setup. All in all, I found all of the information and clarity I needed to get set up and begin fully using the platform.
No problems with support when needed it. Their answers on how to handle DR/BC situations when ITG is down are not stellar. They don't seem to get the business risks of their suggestions to just give the xls backup to engineers (aka give all passwords of ALL clients to engineers in an unencrypted flat-file where it is easy to copy, print, etc.)
I do have LastPass set up for our front office workers since their free version does fine for managing the few passwords they have. Since that computer is in an area accessed by most of the staff and visible to the public, I didn't want sticky notes with sensitive passwords laying around. The main advantage of that usage is that it does offer a free version, and with so little to manage, the paid 1Password would not be a good value for us there. But it does, of course, have its limitations. The interface is a bit clunky, and we don't have any desktop or mobile versions set up to try to sync with, just the one web browser based version, so I can't speak to the accessibility, but it does not "feel" as robust and easy to use as 1Password.
Currently, we are evaluating using Sharepoint instead of IT Glue as documents and items are searchable within the document instead of by title. We feel that by only searching by title and the type it hinders the speed at which information can be found easily.
Our business has over 500 different passwords that are required to log into other websites for billing. Allowing easy login to the different entities saves time and money.
1Password encrypts all the passwords, protects them, preventing hackers from obtaining all of the information and causing disruption to the business.
Having multi-users save time and money because everyone will have access to all passwords at the tip of the finger without having to ask request passwords from other employees. Furthermore, employees who require the passwords on the field will also have access to the password. Furthermore, our IT department requires access to passwords to employee's computers in order to assist with troubleshooting. This allows the IT department to access computers remotely without asking for passwords receiving passwords over the internet.
We've had a number of false starts on getting all of our clients' assets documented. The culture shift just has not happened yet and there is a general lack of trust in the data.
It's nice to not have to go hunting for information about client assets anymore. We can be much more productive this way.
