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.
$29
per month per user (5 user minimum)
OpenText Documentum
Score 8.4 out of 10
N/A
OpenText acquired Documentum from Dell EMC in 2017, and now supports the enterprise content management (ECM) system. The vendor says users can build content-centric applications and solutions from collaborating on business documents to delivering case-based applications to managing highly precise processes in the most regulated business environments.
N/A
Pricing
IT Glue
OpenText Documentum
Editions & Modules
Basic
$29.00
per month per user (5 user minimum)
Select
$34.00
per month per user (5 user minimum)
Enterprise
$39.00
per month per user
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Offerings
Pricing Offerings
IT Glue
OpenText Documentum
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
$545 one-time fee
Optional
Additional Details
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More Pricing Information
Community Pulse
IT Glue
OpenText Documentum
Features
IT Glue
OpenText Documentum
Enterprise Content Management
Comparison of Enterprise Content Management features of Product A and Product B
IT Glue
-
Ratings
OpenText Documentum
9.2
Ratings
14% above category average
Content capture & imaging
00 Ratings
10.00 Ratings
File sync, storage & archiving
00 Ratings
9.00 Ratings
Document management
00 Ratings
9.00 Ratings
Records management
00 Ratings
9.00 Ratings
Content search & retrieval
00 Ratings
9.00 Ratings
Enterprise content collaboration
00 Ratings
9.00 Ratings
Content publishing & creation
00 Ratings
9.00 Ratings
Security, risk management & information governance
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.
What are the document volume, the throughput - currently and expected in year, 3 years etc.? Is the company doing content management on international level, where access from multiple locations is needed - then Documentum can be good investment. What ECM system will be used for - document storage, document lifecycle or retention? Or all of the above? - Documentum works very well if all 3 items are combined, yet for storage there must be cheaper and more easily adaptable solutions available.
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.
It's good at integration with external systems through standard industry supported APIs, including but not limited to web services integration and file system integration.
Good support from major up and downstream technologies such as image capturing and back end ERP, Database, and HR.
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.
Expense. If Documentum costs less it would penetrate more markets. This is often the reason a lighter weight solution is chosen.
Web Publishing. Documentum is not a great solution for replacing CMSs like SiteCore or Drupal. Probably better as an archiving target for parallel publishing to both web and Documentum. Documentum is also not a web hosting solution like some other systems, it is possible to try and consume directly from the repository in real time but it is better to push web content out and consume from another platform.
Development. The price of broad functionality is complexity. Arguably, Documentum drank the kool-aid and tried to become like other enterprise solutions by adapting Java, Windows, etc. in the late '90s and it made them slower, more complex in design, and less stable. They recovered from that but it still requires developers with a few years of experience in Documentum to safely develop in Documentum. The issue is not knowing Java but knowing what to do or not do in an ECM system. This is even more important in regulated ECM/RM systems.
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.
Stability is a key factor as well as its flexibility. Also, any organization that deploys Documentum will have made a significant investment in terms of time and money, so not renewing its commitment can come with a significant cost. That said, the decision to deploy Documentum initially should come only after extensive evaluation, knowing that once deployed it will likely remain the platform of choice.
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.
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.)
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.
Subjective but here's how I see it: Heavy duty (in order of how much they can do and how much they can handle): 1)Documentum, 2)FileNet 3)OpenText Middle duty: 1)WCC-WebCenter Content, 2)Alfresco, 3)M-Files (3rd b/c it is Windows only), 4)Nuxeo (only b/c of its newish approach that may lead somewhere) Light duty: 1) BOX (not an ECM but it says it is), 2) EFSS (pick your poison, BOX is an enhanced EFSS), 3) CMSs (some have some ECM capability, none have much)
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.
After this product, the client is able to manage content security and due to it, the client is able to use the business process, and this really reduces effort and increases the profit in business.
It provides integration with SAP easily which really helps the client to manage this effectively and with minimum effort system is ready to use.
Also searching, automated flows also create a bigger impact and reduce a lot manual effort.
