Who Uses GLPI?
According to the official GLPI website, several large corporations and institutions trust GLPI as their service management software. Notable users include:
- La Poste
- Airbus
- Doctolib
- Bein Sports
- Senju Metal Industry Co., Ltd.
- Gobierno De España
- Airbus
In reality, there are thousands of other organizations worldwide utilizing this platform.
GLPI Ecosystem Overview
To understand how GLPI works, it is helpful to see how its core modules interact. The platform bridges the gap between your physical assets and the support services provided to users.
Key Features of GLPI
1. CMDB (Configuration Management Database)
The CMDB is the heart of GLPI. It allows you to record hardware, software, and data center information. When combined with the Helpdesk feature, service delivery becomes significantly more organized.
What can you track by default?
- Computers: Manage inventory including OS details, serial numbers, technical managers, and user assignments.
- Monitors: Track specifications, manufacturers, and link them to specific workstations.
- Network Devices: Inventory switches, routers, firewalls, and wireless access points.
- Software & Licenses: Manage versions and track license expiration or usage.
- Peripherals & Printers: Monitor technical status and specific page counters for printers.
- Consumables & Cartridges: Track stock levels, purchase dates, and page yields for ink/toner.
- Data Center Management (DCIM): Map server rooms, racks, and PDUs within your data center.
- Passive Devices: Inventory cables, fiber optics, and patch panels.
2. Helpdesk
The Helpdesk module follows ITIL best practices to ensure efficient issue resolution.
- Ticket System: Users can distinguish between Incidents or Requests. Tickets can be assigned to specific groups or individuals.
- Problem Management: Analyze root causes by defining urgency, impact, and priority.
- Change Management: Plan and budget for infrastructure updates or new process implementations.
- Recurrent Tickets: Automate routine tasks, such as creating a backup reminder every Friday.
- Statistics: View average response times, satisfaction surveys, and asset-specific ticket counts.
- Kanban Board: Visualize your workflow and task progression easily.
3. Financial & Administrative Management
GLPI isn't just for technical tracking; it handles the business side of IT as well.
- Contracts: Manage support contracts, including renewal periods and intervention hours.
- Suppliers: Maintain a directory of vendors linked directly to your assets or support tickets.
- Budgeting: Allocate budgets to specific locations, departments, or asset types.
- Digital Certificates: Track DNS info and expiration dates for SSL/TLS certificates.
- Domains: Monitor domain names to prevent accidental expirations.
- Orders: Manage the procurement lifecycle, from entering products to tracking invoices.
4. Project Management
GLPI includes project management features to foster collaboration. You can create tasks, add collaborators, set deadlines, and generate reports. With the integrated Kanban board, organizing team activities becomes seamless.
Conclusion
GLPI is a powerful, cost-effective solution for any organization looking to professionalize their IT service management. Its modular nature—allowing you to start with simple inventory and grow into full project management—makes it a highly scalable choice.