IT Service Desk and Ticketing features of GLPI.

GLPI Service desk and ticketing features

 

Improve the approach and response from IT technicians to users in need with GLPI ITSM software! Manage requests, incidents, issues and changes easy and efficient with service management (service desk) feature.

A service desk is the single point of contact between the service provider (tech support specialists) and users seeking for help with routine questions. Many companies implementing service management software, because it provides great visibility and central control in dealing with IT issues to ensure the steady workflow.

The mechanism of this software is simple: users are creating “tickets”, usually it is a special form where they can describe the problem, attach images, documents, videos, etc. Once the form is completed, support agent is assigned to start working on resolving the described problem. Each stage of communication is displayed, so it is very easy to keep track of the problem solving.

Service Desk is a great tool for both tech specialists and users, for tech specialists it is easy and efficient way to manage and respond to users requests, for users it is a comfortable way of communication with tech support with ability to track the progress of the request.

Talking about Service Management, it impossible not to mention ITSM standards. ITSM standards is a the world’s most widely used framework of best practices for delivering IT services. The goal of this framework is to improve efficiency and achieve predictable service levels. The service assistance module of GLPI ITSM software meets these specific standards and is a perfect solution for companies of any size.

What are the main pluses of Service Desk tool?

1. Transparent communication
2.Effective time management
3.Shared expertise
4.Better user experience
5.Clear track of the workflow

Start automation of your business with GLPI ITSM software, which combines categorisation, escalation, service level agreement, impact, urgency, priority calculation, status standardization, validation request at several levels, and the implementation of automatic workflows based on business policies. To learn more about service management features of GLPI, please, read our article “ITIL V2 COMPATIBLE SERVICE DESK”.

FormCreator plugin version 2.7.0 for GLPI

FormCreator plugin for GLPI is a plugin which allows to create custom forms of easy access and also one or more tickets or changes when the form is filled. Today we are happy to announce the release of FormCreator plugin version 2.7.0.

If you have missed the previous article, here we put again the main features of this plugin:

  1. Direct access to forms self-service interface in main menu

  2. Highlighting forms in homepages

  3. Access to forms controlled: public access, identified user access, restricted access to some profiles

  4. Simple and customizable forms

  5. Forms organized by categories, entities and languages.

  6. Questions of any type of presentation: Textareas, lists, LDAP, files, etc.

  7. Questions organised in sections. Choice of the display order.

  8. Possibility to display a question based on certain criteria (response to a further question)

  9. A sharp control on responses from forms: text, numbers, size of fields, email, mandatory fields, regular expressions, etc.

  10. Creation of one or more tickets from form answers

  11. Adding a description per fields, per sections, per forms, entities or languages.

  12. Formatting the ticket set: answers to questions displayed, tickets templates.

  13. Preview form created directly in the configuration.

  14. An optional service catalog to browse for forms and FAQ in an unified interface.

You can download the new version here: https://github.com/pluginsGLPI/formcreator/releases/tag/v2.7.0 

 

How to manage more than 1.000 IT assets with GLPI?

IT assets management is one of the major problems every big company faces nowadays. How do they solve it?

First, let´s clarify the term “asset management”. IT assets are electronic devices (printers, mobile phones, computers, laptops, etc.) company using for work. For stable work flow all these devices have to be maintained in “ready-to-use” condition, so that means that IT manager has to check warranty, system status, connection, etc. of each of them.

For small companies with limited number of devices it is possible to check them manually, but when we talk about companies with large IT infrastructure which includes dozens of devices (sometimes in different cities or even countries), manual approach is impossible.

asset management with open source ITSM software GLPI

In this case big companies often use ITSM software, which helps them to track and maintain all assets regardless of their geographical location. GLPI ITSM software provides numerous advanced features for inventory and asset management.

Main features of GLPI ITSM software which help you with asset management: 

  • Asset inventory: computers, screens, printers, network equipments, devices and phones
  • Detailed view of assets with their connections and network ports
  • Complete history of modifications for each asset
  • Operating system management (name, version, edition, kernel, license, etc)
  • Inventory and management of installed software
  • Management of internal components
  • Asset lifecycle management (from stock to withdraw)
  • Virtualization (host to vm relation, operating system, software)
  • Network discovery and local inventory using FusionInventory or OCS Inventory plugins

So, who is managing more than 1.000 IT assets with GLPI?

Let’s have a look at GLPI Telemetry – resource we have created to collect the data on voluntary basis.

1.PROMA Group (http://www.promagroup.com/)

Proma is a multinational group in designing and manufacturing of metal body subassemblies, chassis systems, seat frames and operating modules of automotive vehicles.

“’We implemented the GLPI solution starting with the operation in Brazil and extending the other units of the Proma Group. With the solution’s fast location capabilities, the language barrier where we own industrial plants was not a problem. The tool assists us in an essential way in the decision making, control of the computational park and in meeting the requests of the corporation”.

Number of assets managed with GLPI: 1.700

2. University Paris Nanterre (https://www.parisnanterre.fr/)

From its very creation in the 1960s, University Paris Nanterre has dedicated itself to being a new type of institution of higher education.

Number of assets managed with GLPI: 2.200

3. The Telecommunications Company of Cuba S.A. (http://www.etecsa.cu/ )

Telecommunications Company of Cuba SA has a mission of “Providing telecommunications services that meet the needs of customers and the population”.

Number of assets managed with GLPI: 60000

4. Auchan (https://www.auchan.pl/pl )

International retail group and multinational corporation headquartered in Croix, France. It is one of the world’s principal distribution groups (337,900 employees) with a presence in France and 15 countries. Currently GLPI is used by Auchan in Poland. What do they think about GLPI? “Awesome!”.

Number of assets managed with GLPI: 6500

5. College Montmorency (https://www.cmontmorency.qc.ca/ )

Montmorency College is located in Canada and offers a wide range of pre-university and technical training programs.

Number of assets managed with GLPI: 3.000

As you can see, company above successfully using GLPI to manage more than thousand IT assets of their companies. If you want to join them, you can download the latest GLPI version here: https://glpi-project.org/download/

We have a special subscriptions created to boost your GLPI experience: https://glpi-project.org/subscriptions/

TRY GLPI ON AMAZON WEB SERVICES: USE WHEN YOU WANT & PAY WHEN YOU USE!

We are excited to announce that GLPI ITSM software  is now available on Amazon Web Services!

AWS Marketplace is a digital catalog with thousands of software listings  (and GLPI is among them!) from independent software vendors that make it easy to find, test, buy, and deploy software that runs on AWS.

To start using GLPI ITSM software on the AWS, follow our step be step guide on how to create your AWS account and launch the instance: https://services.glpi-network.com/documentation/1483/file/GLPI_Network_AWS_EC2_usage_instruction.md

What are the advantages of this platform? First of all, you do not need set-up anything – on AWS GLPI is already configured and ready to be used. Second, if you are not a frequent user for sure you will like the option to pay only for the time you are actually using GLPI (pay per hour).

In other cases we advise to check annual prices to save the money.

Annual software subscription requires one time up front payment with no ongoing charges, and covers all software fees for the selected instance type. Hourly AWS infrastructure usage fees still apply.

Ready to try? Click the link and start your GLPI Network experience on Amazon Web Services!

Teclib´will present GLPI in French Tech Tour Brazil 2018!

FRENCH TECH TOUR BRAZIL – REVEAL & INVEST DAY 2018

France organizes pitches competition during São Paulo Tech week 2018 #SPTW2018 to support French & Brazilian startups and Teclib´is participating!

What is the pitches competition? This event is a part of the agenda of São Paulo Tech Week ( www.saopaulotechweek.com) which will be held on the 28th of November with selected tech companies.

 

This contest will gather in one place startups and companies from Brazil and France. Major players, international experts and investors will come to support projects of Brazilian and French startups as a part of international development.

The pitches competition is a project of the “French Tech Tour Brazil” and will bring 11 participants -11 innovative French companies – to promote the French technology and hold B2B meetings with new partners and customers.

Companies participants were selected to present their projects in front of the professional jury consisting of executives from corporations like  ERICSSON, EDENDRED, EMBRATEL, STEFANINI, SIGFOX, STARTUPFARM, PERFORMA INVESTIMENTOS and LA FRENCH TECH.

Teclib´will be presenting GLPI – our great ITSM software, which has already gained a lot of fans all over the world!

If you are interested in French technologies do not miss the pitches session on the 28th of November. Follow us on Social Media to stay tuned – we will publish updated on Twitter & Facebook.

Meet 3 new Silver Partners for GLPI Network!

Teclib’ continues on global expansion strategy  thanks to 3 partnerships with companies known for their IT expertise experience and excellent reputation. We are proud that GLPI ITSM solution is becoming more and more represented all over the world and GLPI Network (our new tool – your control tower for all your IT Infrastructure) subscription service will be available for more customers through our new partners.

Teclib is very happy to announce new companies, which have joined our Silver partnership network:

SF2i.

Computer Services Company, in Nouméa & Koné (New Caledonia) & Pirae (Tahiti).

SF2i offers a wide range of services, organized into 3 business lines (IT Services, Training, Computer Engineering), to support companies, administrations, communities, around their Information System.

Website: http://www.sf2i.nc 


ACT S.A.

ACT S.A. is a commercial and integrating company of technological products and services.

With more than 27 years in the Chilean market, we are committed to manage and improve the performance of our clients’ technological assets; with the support of our partners and highly qualified personnel.

Website: http://www.act.cl/ 


OMNICOM.

OMNICOM provides professional service in the field of educating and consulting, with the use of world-recognised methods, standards, and best practices. Our scope of services is based on holistic approach covering Governance, Processes, Tools and People. Through combination of expertise in areas like ITSM, DevOps, Agile, Lean, Digital transformation and open source tools, we are delivering high value services to our customers.

Website: http://www.omnicom.sk/en/Home.html 


We are proud of our large partnership network and always open for new collaborations. If you are interested in representing one of our products in your country, get in touch with us: sales@teclib.com.

Being a partner means having an a direct access to the Teclib´s technical database, new releases, official support and many other tools which will help you to gain more customers and increase reputation on the market. Find out all benefits of being a GLPI partner sending us an email: sales@teclib.com.

Check the list of our partners: http://www.teclib-edition.com/en/partners/find-a-partner/