Congratulations! We are happy to announce our new Silver GLPI Network partner in France: Zeev IT
Zeev IT is an innovative company specializing in IT outsourcing, troubleshooting, and maintenance.
Since its inception in 2022, Zeev IT has established itself by delivering large-scale projects for renowned clients such as Bouygues Construction, the Intermarché Group in the Stime region, and Excellence Imagerie radiology centers. Their expertise spans across the Île-de-France region, enabling them to provide swift and efficient services to a wide range of businesses.
Driven by a commitment to performance and quality, Zeev IT stands out through its dedication to continuous improvement. Each year, they obtain new certifications to expand their capabilities and better meet their clients’ evolving needs.
Their comprehensive services include IT asset management, covering user support, administration, inventory management, virtualization, monitoring, server maintenance, and project execution.
With their expertise, Zeev IT empowers businesses to entrust the management of their IT infrastructure confidently, ensuring optimal performance and enhanced security.
We are excited to see GLPI ITSM expanding internationally and helping more clients through our GLPI Networkoffering, whether it’s on-premise or in Cloud. Our new partners play a key role in making these services more accessible and ensuring high-quality support.
Being a partner means:
Enjoying special discounts
Accessing official support
Having a privileged contact with a Channel Manager to acquire more clients and boost your reputation in the Open Source ITSM market
Remove ServiceForeground that causing crash on Android 14
Fixed crash about registerReceiver
Enhancement
Scheduler
The Task Scheduler running automatic inventory has been rewritten using JobScheduler.
This allows Android to determine the optimal timing for executing the automatic inventory within the defined time interval (day, week, month), while adhering to Android’s recommendations regarding battery usage, mobile network access, etc.
Notification
The notifications engine has been rewritten to comply with Android.
From Android 13 onwards, you will be asked to authorize notifications on first startup.
(You can revert to this configuration in the notification settings of your Android device).
Permissions
The permission process has been rewritten for better compatibility with the latest version of Android.
Don’t forget!
The GLPI agent can be deployed / configured from an MDM / EMM tool such as
Samsung Knox
AirWatch
InTunes
MobileIron
etc.
As long as the MDM / EMM tool is compatible with managed configurations, you can configure the GLPI Agent (at deployment or on the fly).
Compatibility
Android
EMM / MDM compatibility implies a change in the minimum Android version supported by the android app.
From now on, you’ll need a device running at least Android 5Lollipop (Sdk 21), and the agent is compatible up to Android 14Upside Down Cake (Sdk 34).
On Friday, October 25, we had the pleasure of welcoming our partners from around the world to the Palazzo Anantara in Rome for the 2nd edition of our GLPI Partner’s Day 🚀.
This event, designed to strengthen our community ties and share the latest GLPI updates, began at 4:30 p.m. with a warm welcome for attendees.
The conference kicked off at 5:30 p.m., with opening remarks from our CEO, Pascal Aubry, followed by Loic Lefur, our Sales Director, and his team of channel managers who work directly with our partners. Next, Daniela Buxo, Marketing Manager, shared key marketing statistics, insights about our social media, and plans for the upcoming year.
We were pleased to have Chloé Robin, Director of the web agency Buy The Way, present the upcoming GLPI website, which will be launched soon. Alexandre Delaunay, GLPI Product Owner, and Arthur Schaefer, GLPI Tech Writer, then took the stage to introduce the new features of GLPI 11 and discuss future functionalities.
The session concluded with a Q&A, providing an enriching exchange between the Teclib team and our partners.
At 7:00 p.m., it was time to enjoy an aperitif on the rooftop terrace of the Palazzo Anantara, offering a stunning view of Rome. The evening continued at 8:00 p.m. with a dinner filled with conversation, laughter, and cultural exchanges, making the event even more special.
We extend our heartfelt thanks to all our partners for their active participation and presence. We look forward to seeing you again next year for another exciting edition. Where will it be held? Stay tuned to find out!
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Congratulations! We are happy to announce our new Silver GLPI Network partner in Germany: Haug und Wolf GmbH
About them Founded in 1993 as a civil law partnership (GbR) and transitioning to a GmbH in 1999, this company has been a reliable IT service provider for over 30 years, always focused on customer satisfaction and long-term relationships. Their goal is simple: to deliver optimal support and innovative solutions that clients can rely on at any time.
Their philosophy They understand that quality support, transparent costs, and timely services are the foundation of a successful partnership. Their continuity, reliability, and high-quality services have earned the trust of their customers. Their growth has been driven largely by recommendations from satisfied clients.
Their team With a growing team of experienced and dedicated employees, they offer consolidated expertise and know-how. Their committed team is ready to tackle today’s IT challenges and develop tailored solutions to meet each company’s unique requirements.
Their services They specialize in areas such as inventory management, ticketing, IT Service Management (ITSM), and Enterprise Service Management (ESM). Beyond technical solutions, they provide comprehensive support throughout IT project integration and implementation, including automatic discovery, event management/monitoring, Identity Governance and Administration (IGA), endpoint management, and Mobile Device Management (MDM).
A competitive advantage For them, IT isn’t just a necessary tool; it’s a crucial competitive advantage. Don’t let your competitors get ahead – secure the essential edge with the right IT solutions.
They are ready to help you align your IT strategy and achieve your goals. Contact them to find the right solutions for your company together.
We are excited that GLPI ITSM solution is becoming more and more represented all over the world and GLPI Network (our support offer for on-premises – get your IT Infrastructure secured) subscription service will be available for more customers through our new partners.
Our large partnership network is always open for new collaborations. If you are interested in representing one of our products in your country, get in touch with us: https://glpi-project.org/contact_us/
Being a partner means:
Having an a direct access to the Teclib´s tech expertise;
Get special discounts;
Access official support,
Many other tools which will help you to gain more customers and increase reputation on the market by adding open source ITSM to your portfolio.
Companies with a high number of tickets in pending status often struggle with SLA breaches.
Over 60% of SLA violations can be traced back to poor handling of pending tickets, mainly when communication with clients or vendors is not maintained.
There is a myriad of possibilities on when to or not to use the pending statuses. The way the support team choose to use it, can make or break the relationship with clients. Support departments must keep in mind that timely resolutions are critical, and managing pending tickets effectively is a no-brainer.
When left behind, or the process of defining as pending is not that clear, these issues can lead to client frustration and dissatisfaction, which impacts a business’s reputation.
1. Define Clear Criteria for Pending Status:
Defining when it’s appropriate to mark a ticket as pending help prevent misuse of this status, such as using it to delay work or avoid responsibility.
Awaiting client feedback, external vendor actions or parts arrival could all be valid reasons if it is accorded between parties and your support team is well-trained to use them
Remember that the ‘pending’ status in GLPI makes all SLA and date to solve to be updated after the ticket is changed to other status different from pending. So being honest and clear with clients about these reasons, can be crucial.
45% of pending tickets are due to awaiting client feedback or necessary information.
30% of pending tickets are attributed to waiting on external vendors or third parties.
15% are related to awaiting internal approvals or additional resources (e.g., parts or budget).
2. Set Limits and Follow-up Protocols:
Tickets left in pending status for too long may increase unhappiness and missed deadlines.
Establish time limits for how long a ticket can remain in pending status before a mandatory review or follow-up is triggered. Use GLPI’s automation rules to send reminders to technicians to reassess pending tickets regularly.
Saved searches with time ranges and notifications may help technicians to not let pending status
It is known that best practices in handling pending tickets can increase SLA adherence by up to 25%, significantly improving customer satisfaction.
3. Document All Actions and Reasons:
Proper documentation within each ticket ensures that any team member can quickly understand the ticket’s history and current status, reducing delays caused by knowledge gaps.
GLPI AI plugin helps technicians to be aware of a vast timeline of facts in a ticket
4. Prioritize Client Communication During Escalations:
Sometimes, a ticket might need to be escalated due to delays or complexity, which can further frustrate clients if not handled well.
Plugin Escalade, for example, add options of adding followups automatically when an escalation is done
Tickets that remain in pending status for longer than 3 days without updates or communication result in a 25-30% drop in customer satisfaction ratings.
Proactive communication (even with pending status updates) can maintain satisfaction levels, keeping the negative impact to less than 10%.
5. Communicate Transparently with Clients:
Clients need and want to feel informed about the status of their tickets, even when they’re pending. Don’t let clients feel ignored.
The number of pending tickets can increase if processes are not optimized, leading to backlogs and longer resolution times.
Set up a dunning process, so GLPI may keep the user automatically updated about the status of the ticket or when you need to remind people about the need to interact with the ticket.
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