GLPI implementation
“We want to get it right from day one.”
We design your help desk around the way your team works: categories, owners, priorities, notifications, inventory and support workflows.
Implement GLPI →Implementation, consulting and support
GLPI consulting for help desks and IT asset management.
GLPI is an open source help desk and service desk: tickets with a number, an owner and a priority, an inventory of every device and a self-service portal for your users.
We implement it from scratch or improve the installation you already have.
When everything is urgent, nobody knows what to handle first.
Requests come in through different channels. Some get handled twice and others never get an answer. Meanwhile, finding a ticket's history can take longer than fixing the problem.
- Requests that get lost or never assigned.
- Users asking again and again for an update.
- Technicians working without shared priorities.
- Reports that don't reflect what's actually happening.
What changes when GLPI is configured properly.
Before
- Requests scattered across email and chat.
- Unclear ownership.
- Priorities set by whoever complains loudest.
- History that's hard to find.
After
- One place to log and look up every request.
- Clear owners and statuses.
- Priorities and SLAs configured.
- Tickets, history and inventory linked together.
GLPI services
Implementation, consulting, support and development.
GLPI consulting and optimization
“We have GLPI, but it could work much better.”
We review how it's configured and how your team uses it, then clean up the workflows, permissions, automation and data that get in the way.
Improve my GLPI →GLPI technical support
“Something's broken and we need it fixed.”
Email collection, errors, upgrades, automatic actions, permissions, performance, or behavior your team can't figure out.
Get GLPI support →Custom GLPI development
“GLPI doesn't do exactly what we need.”
We build plugins, automation and connections to other systems when standard configuration isn't enough.
Discuss custom work →Beyond tickets
GLPI does a lot more than manage tickets.
IT assets, inventory, licenses, projects, contracts and a service catalog, all in one tool and linked to each other. Pick where you want to start.
Every device with its location, its user and its history.
Computers, servers, printers and network equipment, each with its own ticket history.
GLPI Agent collects each device's hardware and software.
Installed software, versions and components stay up to date without manual entry.
Licenses with their seat count, installations and expiration date.
Compare what you bought with what's installed, and get a reminder before each renewal.
Projects with tasks, dates and progress.
Each project with its team, planned tasks and actual dates, linked to tickets and changes.
Contracts with their vendor, end date and notice period.
Start date, term, renewal and the equipment each contract covers.
A form for every kind of request.
New user, new laptop, access to a shared folder: each form asks for exactly what your team needs and creates the right ticket.
And there's more, built in.
All of this comes with GLPI out of the box. When something's missing, GLPI can be extended with community plugins (for example, additional fields or data import) or with custom development.
- Problems and changes
- Group incidents with the same root cause and plan changes with an impact analysis.
- Knowledge base
- Internal articles and FAQs for your users.
- SLAs, dashboards and reports
- Response and resolution times, backlog and statistics.
- Automation
- Assignment rules, recurring tickets, email collection and automatic actions.
- IT financial management
- Purchases, warranties, asset value, budgets and costs.
- Locations
- Sites, floors and rooms, with the equipment and requests at each one.
- Consumables
- Cartridges, toner and supplies, with stock levels and assignments.
- Reservations
- Shared equipment, such as projectors or loaner laptops, booked by date.
GLPI upgrades and migrations.
Before upgrading, we review plugins, compatibility, data, rules and the features your team relies on every day.
- 1
Review
- 2
Backup
- 3
Testing
- 4
Upgrade
- 5
Validation
Each upgrade is planned around your installation, and if the service needs to go down, we schedule it with your team.
Upgrade my GLPIBefore we change your environment, we need to understand it.
We review your installation and agree on the scope. When it's needed, we work with backups, testing and maintenance windows to reduce the risk to your operation.
- 1
We learn your environment
Your version and plugins, how your team works and what you need to solve.
- 2
We agree on the scope
A written proposal with the work, the phases and the terms.
- 3
We work with safeguards
Backups, testing and maintenance windows when a change calls for them.
- 4
We document everything
Everything we configure is written down for your team.
ITIL and ISO standards with GLPI.
GLPI supports the processes ITIL describes and keeps the evidence auditors ask for under service management, security and quality standards.
- ITIL
- Incidents, service requests, problems, changes, service catalog, service level agreements (SLAs) and knowledge base.
- ISO/IEC 20000-1 (IT service management)
- Incident and request records, changes with impact analysis, service level agreements, suppliers and contracts.
- ISO/IEC 27001 (information security)
- Asset inventory, security incident records, change control and supplier tracking.
- ISO/IEC 19770-1 (IT asset management)
- Hardware and software inventory and license compliance.
- ISO 9001 (quality)
- History of every request, satisfaction surveys, KPIs and corrective action tracking.
GLPI doesn't certify your organization; certification comes from a certification body after an audit. We configure GLPI so those processes work and the evidence is easy to find.
GLPI consulting and support FAQ
What is GLPI?
An open source help desk, ticketing and IT asset management system, created in 2003 and maintained by Teclib'. We explain it in detail in What is GLPI and what is it used for?
Is GLPI free?
The software is: there's no license fee. What you pay for is the server and the work to implement, configure and support it, which is what we do.
Do you work on a GLPI instance that's already in use?
Yes, that's the most common case. First we look at how your team uses it (configuration, plugins, ticket volume), and only then propose changes, so support isn't interrupted.
Can GLPI run on our own servers?
Yes. GLPI can run on your own physical or virtual servers, or in a cloud environment you manage. We define the requirements when we review your case.
Do I need to know which GLPI version we have?
No. If you know it, that helps; if not, we'll check it together.
Do you offer support after implementation?
Yes, in whatever format we agree on: ad-hoc questions, technical support or ongoing improvements. The scope is put in writing before we start.
Take your help desk off the to-do list.
Tell us whether you want to start from scratch, improve what you have or fix a specific problem. We'll work through it with you.