Epicor ECM vs. IT Glue

It is well suited for billing service storage and retrieval. It ends the need to pay extra for a storage space. It also makes for easy cleanup of files on a yearly basis.

Incentivized

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.

Incentivized

• Templates - By being able to create templates for each document type, it made organizing files much easier. It also made the titles similar in format, which also allows for better organization.
• We were able to scan documents directly into docStar, which helped us eliminate extra steps. For example, if we were missing a page from a document, and we received it at a later time, we could scan just that page into docStar as opposed to scanning the entire document again.
• The functionalities are straight forward, so it is not hard to use the docStar system.

Incentivized

• 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.

Incentivized

• The procedure to save documents is cumbersome -- too many steps.
• The naming process is not intuitive.
• Emailing large documents from DocStar can be impossible -- if a document is large, we sometimes are unable to email it from DocStar.
• Customer support has not been good. Training is confusing, and even after training sessions, we do not fully comprehend how to use the software.

Incentivized

• 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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

Our support for DocStar has been phenomenal! They are always prompt, courteous, and effective. We have never had a bad experience with the support staff and they are always available when we need their help.

Incentivized

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.)

Incentivized

Briefly evaluated Veeam before settling on new DMS that had these features. That product looked outstanding, but couldn't justify the duplication of costs for similar results. Did not get a lot of chance to use it, but the mobile availability to access the console looked great and easy to use.

Incentivized

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.

Incentivized

• We have saved almost 10,000 dollars a year just in toner cost. We had to implement some up front cost for tablets and other computer aspects but the initial cost of this was about 3,000 to 4,000 dollars. docStar has saved us an instrumental amount of money and will so in the future as well.

Incentivized

• 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.

Incentivized