IT Glue Documentation
Author: Ryan C. Smith
Why IT Glue
IT Glue is the world’s leading IT documentation platform for MSPs. It centralizes passwords, configurations, SOPs, and client assets in a secure, searchable vault — reducing onboarding time, improving compliance, and enabling faster incident response.
- Relationship Mapping: Auto-links assets (devices, users, software, vendors) for full context.
- Secure Password Management: Encrypted vault with role-based access and audit logs.
- SOP & Runbook Library: Version-controlled procedures with inline checklists.
- PSA/RMM Sync: Bi-directional integration with ConnectWise, Autotask, Halo, and more.
How Blackhawk MSP Deploys It
- Connect PSA and RMM to auto-populate client configurations and assets.
- Standardize documentation templates: Network Overview, Firewall Rules, Backup Status.
- Implement quarterly documentation health checks with compliance scoring.
- Use embedded SOPs in PSA tickets for consistent technician workflows.
- Generate client-facing “Red Book” exports for audits and onboarding.
FAQ
Q: How secure is password storage?
A: AES-256 encryption, SOC 2 Type II, zero-knowledge architecture.
Q: Can technicians access offline?
A: Yes — mobile app with encrypted local cache.
Q: Does it replace Excel/Word docs?
A: Yes — live, linked, searchable documentation with version history.
Q: How does it help with compliance?
A: Audit-ready exports, access logs, and change tracking for SOC 2, HIPAA, NIST.
Need help? Call 1-925-218-4000 — Blackhawk MSP