GLPI
GLPI is the most complete Open Source Service Management Software.
GLPI Intelligent Service Desk
It is the implementation, configuration and support service for a service desk to resolve incidents and requests, aligned to ITIL best practices, using GLPI, with proactive monitoring and identifying root causes, to create innovation strategies to transform your digital business.
- Working Groups for the definition of Service Catalogs.
- Staff Satisfaction Surveys
- Self-Service Portal
- Integration with executive dashboards in KIBANA
- Integration with development area with MANTIS BT
- Integration with monitoring systems such as zabbix, datadog, PRTG
- Service on premise or in the cloud in Managed Service
- Security scheme based on iso 27001
- Manufacturer support
- Training to the 3 user profiles: Administrators, Operators and Users
Aligned to ITIL and ISO 20000 processes.
IT Management
Incidents
In GLPI an "incident" refers to any event that is not part of the normal operation of a service and that causes, or may cause, an interruption or reduction in the quality of service.
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Requests
In GLPI, "requests (or tickets) are an essential functionality to manage any type of request, incident or service request from users.
Problems
The Problem function in GLPI allows to report, assign and plan, etc., actions or decisions and can be distinguished by its concepts: claimants, observers, assignment, status, urgency, impact, priority, category.
CMDB and assets
Manage hardware, software and data centers. Link asset inventory to helpdesk and gain 360° control of your business and IT infrastructure.
- Hardware
- Data center management
- Software
- Impact and relationship
- SIM cards
- Boards
Financial Management
Discover the full potential of GLPI: track your expenses, contracts and suppliers, create new inventory objects, manage your user database and run reports. See the full feature description for more information.
- Management
- Administration
- Contracts
- Suppliers
- Quotation
- Contacts
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KPI Metrics
At GLPI, KPI (Key Performance Indicators) metrics are essential tools for measuring and evaluating the performance of technical support and IT service management.
Administration
Take control of users: create entities, create profiles and restrict access to information. With GLPI rules, you can define roles for each directory member and configure the workflow for help desk and inventory.
- GLPI Rules
- Access & Restrictions
- Profiles
- Groups
- Entities
- Records
Plugins
GLPI offers a wide variety of plugins that extend its functionality and allow to adapt the system to the specific needs of each organization.
Self-service portal
Service Catalogs
The service catalog in GLPI is a functionality that allows organizations to define, publish and manage the IT services they offer to their users.
Surveys
At GLPI, surveys are a useful tool for measuring user satisfaction and obtaining feedback on the IT services provided.
News
In GLPI, news are messages or announcements that can be published on the platform to inform users about news, updates, events or any other relevant information.
Categories and templates
In GLPI, categories and templates are used together to manage and organize different types of items, such as tickets, assets, etc.
Categories: They are used to classify and organize items into logical groups.
Templates: They are used to define a predefined format for the creation of new items.
Self-help
In GLPI, self-help refers to the ability of end users to solve their problems or requests autonomously, without the need to interact directly with technical support staff.
Forms
In GLPI, forms are used to collect specific information from users or to facilitate the creation of new elements in a structured way.
End-User
In GLPI, an "end user" refers to anyone within an organization who uses the services or resources managed by GLPI, but who does not necessarily have access to or detailed knowledge about the configuration or administration of the platform.
Integrations
Integrations
Connecting data, applications, APIs and devices across an organization to increase efficiency, productivity and agility.
ChatGPT AI
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Elasticsearch Dashboard
Dashboards in Kibana allow you to quickly create views that bring together graphs, maps and filters to show the complete picture of your Elasticsearch data. From real-time threat monitoring screens to executive summaries showing key performance indicators, it's easy to create compelling dashboards in Kibana with information from the GLPI intelligent service desk.
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Incident Development
AD GLPI
A fundamental configuration in GLPI will normally be to integrate it with a directory service such as the Active Directory of an organization. The idea will be to standardize, so that users, customers, suppliers, technicians... can use the same user that they usually use in their computers.
Mail Notifications
SMTP notifications in GLPI are essential to keep users informed about changes in tickets and other activities to help keep everyone involved informed about ticket status and relevant updates.
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API Interoperability
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Ticket tracking through Teams
In a world where collaboration and efficiency are fundamental, the integration of technology service management tools such as the Intelligent Service Desk (GLPI) with communication and collaboration platforms such as Microsoft Teams becomes an essential strategy to improve productivity and customer service.
Follow-up via Telegram
In today's business world, efficient incident and service request management is crucial to ensure operational continuity and customer satisfaction. With the proliferation of instant communication tools, such as Telegram, organizations are looking for innovative ways to improve collaboration and efficiency in problem resolution.
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Webhook Zabbix Integration
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