IT Operations Q3 2024 Product Update Webinar Summary

During the IT Operations Q3 2024 Product Update webinar, we shared some exciting new features and updates released over the past few months. We also presented a product roadmap detailing what you can expect from IT Glue, Network Glue, MyGlue and myITprocess in the near and far future.

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.