Success story: Ddosoft

by | Sep 12, 2023 | News, Success cases

Ddosoft

Meet Ali Burak, the co-founder of DDOSOFT, a dynamic software development company. Ali’s journey with GLPI began a couple of years ago when his team was facing the challenge of expensive agents in their ticket management software, Jira. Seeking an open source solution, Ali discovered GLPI while browsing the internet:

ddosoft success story

Ali’s Journey with GLPI: Streamlining Business with Open Source

“ It was a couple of years ago. I was working with the Jira software and the agents were getting expensive, so we were looking for an open source solution. I came across GLPI on the internet. I think the first version I tried was 9.3.”

At DDOSOFT, they opted to use GLPI on-premise, managing it through their own virtual data center where they’ve set up Linux and Windows servers. For their business, Asset Management and Assistance features proved to be crucial:

“When I was looking for a ticket management software, I saw GLPI that apart from being a ticket management software could also take care of the assets and assistance. So I said “let’s give it a try”. And, I have installed it and am still using it. We have seen the effects both in Asset management and Assistance. We are now aware of how many devices we actually have in real numbers, and can monitor if something is installed on the computer or if any assets appear. And for Assistance, we have lots of phone calls and now we have control over them. We have a history of what we have done and a knowledge base that we have created to use it if we came across similar issues”.

Ali explains that initially, they were seeking a ticket management software, but GLPI’s versatility caught their attention. Not only could it handle tickets efficiently, but it also provided a robust system for asset management and assistance. Intrigued, they decided to give it a try, and the decision paid off. With GLPI, they gained better visibility into their actual device count and could easily track software installations or changes in assets.

 

Assistance also saw a major boost. DDOSOFT now had a structured approach to handling phone calls and queries. With a well-organized history of actions and a growing knowledge base, they efficiently tackled similar issues that cropped up over time.

 

One of their favorite GLPI plugins is the inventory plugin, particularly useful due to their extensive inventory of devices like tablets, computers, and networking equipment. The plugin helps them maintain a clear picture of software installations and device counts across their infrastructure.

 

When asked about the best GLPI feature, Ali highlights Assistance and Helpdesk, citing their ticket and document management capabilities as game-changers. He appreciates the user-friendly interface of the software’s newer version, emphasizing its enhanced responsiveness and ease of use.

 

For Ali, the open source nature of GLPI and the strong community support it enjoys are crucial factors. In an industry where pricing matters, having a trustworthy open source community backing the software is invaluable. Ali and his team were able to leverage their technical expertise to install and use GLPI on-premise with confidence:

“Yes, because for companies price is a very important thing. But the most important thing is the open source community. We can trust it. Actually, in commercial versions of some softwares I cannot trust. We had the technical knowledge so we could easily install it and use it on premise”.

Summing up his experience with GLPI, Ali underscores its substantial impact on their business organization. From version nine to the present, GLPI’s Assistant and Asset Management modules have played a pivotal role in helping them maintain order and stay on top of their assets. In Ali’s own words, GLPI has significantly contributed to the improvement of their business operations.

                      How can you try GLPI?

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Success story: City of Košice (OMNICOM partner).

by | Jul 18, 2023 | News, Success cases

City of Košice: digital transformation.

City of Košice embarked on an ambitious IT infrastructure transformation program, including the Service Desk project, to centralize and standardize IT operations based on ITIL best practices. This project aimed to integrate multiple IT technician teams and 1500 IT users, consolidating all IT services and requests into a single system. By implementing the GLPI platform and ten ITSM processes, the city aimed to enhance service delivery and provide improved IT services to its employees and affiliated organizations.

bannière-informatique

About OMNICOM.

OMNICOM is an official Gold partner of Teclib (GLPI) in Slovakia. Founded in 1995 (more than 15 years in ITSM / ESM business) OMNICOM provides implementation and support services for several service management tools.

They are not just a tool integrator but also an implementer with a focus on delivering high added value through changes in value streams, tools, and people. OMNICOM‘s services are designed to support multi-entity environments, and they have successfully deployed GLPI to over 200 technicians and more than 3000 assets, including GLPI agents.

Their extensive portfolio of successful projects includes the recent completion of the Service Desk project for the city of Košice, which we will discuss more in detail below.

City of Košice project background.

The city of Košice had an ambitious IT infrastructure transformation program in place, which included several IT projects, one of which was the Service Desk project. The main objective of the Service Desk project was to set up IT and IT operations according to ITIL best practices, centralize IT, and standardize IT operations. 

1. The challenge:

The project presented several challenges related to the large scope of the project. One of the most significant challenges was the need to include all existing IT technician teams from 12 city organizations. Additionally, all IT users of the city of Košice, totalling 1500 users, needed to be integrated as well. The objective was to have all IT requirements in one place, which meant consolidating all IT services and requests into a single system, making it easier for users to request services and for technicians to manage them.

The expected outcome was to establish a realistic set of expectations for IT services through the creation of a service catalogue. This catalogue would provide users with a clear understanding of the IT services available to them and the level of service they could expect to receive. Second, the aim was to improve the overall quality of IT services provided to users by implementing ITIL best practices.

2. The goal:

The goal was to design and implement a new system for the management of IT services for the City of Kosice and its included organizations. This involved creating a functional design for individual ITSM processes that would support the management of IT services for the city, in line with ITILv4 best practices. The project team also processed a detailed functional specification for the implementation of the Service Desk using the GLPI platform, an open-source software.

3. Why GLPI?

OMNICOM: “GLPI is a tool that covers and complies with requested scope of ITIL processes. On the other hand, GLPI allows setting up a multi-level structure of organisations (so-called entities) and assigning technician groups to separate organisations, which in this case and for the needs of IT and IT operation appeared to be an ideal solution. Also, thanks to the open-source licensing model, the city IT can also scaleup the usage of GLPI without negative impact to the planned IT budget”.

4. Project implementation:

Once the functional design and specification were complete, the team implemented the necessary functionalities and processes in both the test and production environments. 

The project implementation involved the introduction of ten ITSM processes (including Incident Management, Service Request Fulfilment, Change Management, Problem Management, Service Asset Management, Configuration Management, Knowledge Management, Supplier Management, Service Catalogue Management, and Service Level Management). For each of these processes, OMNICOM designed workflows and configured GLPI to support them.

OMNICOM: “The scope of the project was challenging. We knew that the big bang approach will be doomed to failure. Therefore, we suggested splitting the implementation process into individual sub-fulfilments, up to three iterations, on the basis of which the design and functionality of ServiceDesk modules were specified. These functionalities were step by step implemented and tested by working groups and defined users.

This resulted in a better adaptation of the new tool and its functionalities for the IT users themselves. It was very important to design the processes in such a way that they reflect the customers’ needs and are also not too complex for their application in practice”.

A project manager from OMNICOM was assigned to control the project from start to finish, ensuring that it was delivered within the contracted timeline of up to 9 months. However, due to effective management and efficient work processes, the project was delivered within just 7 months, which was ahead of schedule. 

To ensure the project was delivered smoothly and with minimal disruption to ongoing operations, it was divided into three distinct phases, each with specific deliverables.

5. Results:

The project aimed to create and implement a Service Desk tool for managing IT services for the City of Košice and its associated organisations. Additionally, it involved the implementation of 10 ITSM processes to improve service delivery. The main outcome of the project is the enhanced ability of IT teams to provide improved IT services to all employees within the city and its affiliated organisations.

OMNICOM: “The project was about to design and implement a Service Desk tool for managing the IT services for the City of Košice and other 12 organisations belonging under the City of Košice. It was also tightly connected with the introduction of 10 ITSM processes.

The main result is increased ability of IT teams to provide better IT services for all employees of the city and related organisations. GLPI also allows them to automate some activities and enable professional management of IT services in accordance with ITIL best practice.

Self-service portal as a single point of contact between end users and IT support was introduced. We immediately see benefits like faster resolved user queries such incidents and requests. Change management helps to protect stability of IT operation and minimise negative impact of changes. IT is now able to measure user satisfaction and gather feedback in order to improve the quality of IT services”.

6. Regarding the collaboration with the City of Kosice

The collaboration between OMNICOM and the City of Košice has been characterised by a high level of professionalism. Despite the project’s broad scope, OMNICOM was able to complete it successfully in less time than expected. We greatly value the open communication and mutual understanding between both parties, recognizing that this project is a shared effort where collaboration is essential for achieving our goals.

OMNICOM: “Cooperation with the City of Košice was and is at a highly professional level, and despite the wide scope of the project, we managed it to successfully finish in a shorter time than it was defined. We really appreciate open communication and great understanding that this is a common project, where both sides need to collaborate in order to achieve the goals”.

Mesto Košice about GLPI:

The ITSM tool procurement selected the GLPI application by Teclib. It is an open-source solution. We required a robust system with support from a local Teclib partner that would ensure that one team could provide assistance from one location. The contested tool meets all our expectations and is open to further adaptations and changes.“

Mesto Košice about Omnicom:

The supplier of the GLPI application – Omnicom – was active from the time the tender was announced, it was clear that he cares about this contract. He approached the client professionally, he was interested in clarifying all the details of the assignment. Even during the design of the solution and its implementation, we perceived the positive and professional approach of the project team. We are currently in the phase of post-implementation support and continue to work together to improve the tool. We are extremely satisfied with the supplier.“



                      How can you try GLPI?

If you have not tried GLPI yet, you can start a free 45 day trial on GLPI Network Cloud (no credit card needed!): https://glpi-network.cloud/ 

If you want to download GLPI on-premise and need assistance, our partners-integrators can support you (you will need to have a valid GLPI Network Subscription). 

Do you use GLPI and want to share your experience?

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We will be delighted to hear your story!

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Success Story: SP ZOZ Specialist Hospital of the Ministry of Interior and Administration in Głuchołazy st. Jana Pawła II

by | Apr 14, 2023 | News, Success cases

SP ZOZ Specialist Hospital of the Ministry of Interior and Administration in Głuchołazy st. Jana Pawła II   

Interview with Slawomir Szmulik, IT department manager, enthusiast of open source technology and GLPI user for many years.

About the hospital.

Slawomir Szmulik: “It is a modern, specialized and well-equipped medical center with diagnostic and rehabilitation facilities. Provides services under contract with the National Health Fund. The current position of the Hospital in the medical services market is the result of several decades of experience in carrying out activities in the field of treatment, rehabilitation and prevention of respiratory diseases as well as rehabilitation and prevention of cardiovascular diseases. At the beginning of its existence, just after World War II, the facility was a sanatorium that joined the fight against the tuberculosis epidemic.”

1. How did you hear about GLPI?

Slawomir Szmulik: “For me, it was love at first click. When I first discovered the tool, I had one major requirement for software: it must automatically search for all online assets and attempt to add them to the database. The paid software I was using at the time required manual input for each asset, including hardware, hard disks, and CPUs. I had to enter about 30 computers by hand for a small company!

With GLPI and an inventory plugin, I was able to complete the process in just two days instead of several months, which was a significant win. Furthermore, GLPI has low system requirements, allowing installation on almost any device and remote access from any computer.

In every company I have worked for, my first task is to search for an IT inventory. In 99% of cases, the answer is “no.” So, I grab a spare computer and install GLPI. Within a month or two, I can see the real inventory of all the assets I need to control.”

 

2. How was the switch to GLPI?

Slawomir Szmulik: “Switching from a familiar software is never easy, but making the choice is necessary. The paid software I used had limitations, such as a licence model that allowed only two concurrent users.

GLPI doesn’t have such limitations. There are no user or asset restrictions, but we faced another challenge: managing documents like invoices, contracts, and other IT and non-IT assets.

In my opinion, one of GLPI’s greatest strengths is its versatility, making it useful not only for IT departments.”

 

3. How is your current GLPI Infrastructure?

Slawomir Szmulik: “We currently use version 9.5 and are preparing to upgrade to version 10. Our inventory includes about 200 active computers, 100 computers awaiting disposal, 20 printers, 160 suppliers, over 500 documents (half of which are contracts), and more than 100 network devices, such as switches and PDAs.

Our hospital is relatively small, but GLPI’s scalability is impressive. We run it on a small virtual server without affecting functionality or speed, and scaling up presents no issues.”

 

4. What is your personal favourite feature of GLPI?

Slawomir Szmulik: “Managing documents: Thanks to GLPI plugins, we can manage our documents in the e-space, even if they must be in paper form according to Polish regulations.

Inventory of hospital equipment: Polish rules require a “passport” for each inventory unit, including contracts and regular service maintenance. GLPI helps us manage this information, even for equipment without network connections.

One of GLPI’s best features is its accessibility to all staff members. I can create profiles for administrative staff to manage contracts, or set rules to allow certain users to view but not manage specific assets.

GLPI makes it easy to manage not only network security, but also contracts, suppliers, and other related data.”.

 

5. What are the best things about GLPI?

Slawomir Szmulik: “GLPI is 100% free open source software, with professional support options and GLPI Network Cloud platform available. Its versatility makes it suitable not only for IT departments but also for various roles in companies and public institutions. With GLPI, everything is connected, from suppliers and contracts to assets and contacts.

My message to future users is to give GLPI a try. Explore its capabilities and see how it can benefit your organization. It is a flexible and powerful solution that can make IT management more efficient and accessible.” .

 

                      How can you try GLPI? 

 

If you have not tried GLPI yet, you can start a free 45 day trial on GLPI Network Cloud (no credit card needed!): https://glpi-network.cloud/ 

If you want to download GLPI on-premise and need assistance, our partners-integrators can support you (you will need to have a valid GLPI Network Subscription). 

 

Do you use GLPI and want to share your experience?

We are proud to state that our solution is used by millions of people worldwide. If you are one of them and you want to contribute the promotion, we invite you to leave your contact details.

We will be delighted to hear your story!

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Talen energy

by | Mar 15, 2023 | Success cases

Talen Energy

Interview with Thomas Novotney, senior computer systems analyst at Susquehanna Nuclear in Berwick, Pennsylvania, which is owned by Talen Energy.

About Talen Energy.

Talen Energy is one of the largest competitive power generation and infrastructure companies in North America. Susquehanna Steam Electric Station (SSES) generates clean, reliable, safe, and affordable energy to power homes, businesses, hospitals, and schools, driving regional economies. The plant has two boiling water reactors capable of generating ~2,500 MW of power, enough to power 2M homes.

1. How did you hear about GLPI?

Thomas Novotney: “I first heard about GLPI when I was searching for an inventory database for equipment at the company I was working for at the time. They wanted to have a way to show depreciation of all their equipment. So we were using a lot of the features that allowed us to calculate the pricing and depreciation value and then submit it for insurance purposes. It was probably five, six years ago. I was searching the internet and “open source” was probably a keyword – looking to see what tools were available to get the job done.”.

2. How do you use GLPI and how it helped you with the bussiness?

Thomas Novotney: “GLPI is an essential tool if you want to find out information about a device or – as we call them “CDAs” (Critical Digital Assets) –  that are in our plant. Basically, if you need to find out if a certain piece of software is on them or if you need to just know where it’s located, we have all that information in GLPI. They just go to that as their resource to pull it up and find out. 

One of the biggest things we did was (specifically since it is in the program), you have the ability to see everything that is rack mounted. 

However, some things are in panels, some things are in cabinets, some things are on tables. So right away we realized that we still wanted to have a graphical representation. When you click on racks not everything’s going to be a rack mounted device and we wanted to keep that workflow consistent for us. 

We created a plugin which allows us to use SVGs as a valid graphical representation in place of the rack display. In cases where you upload a SVG as a document and relate it to the rack, the plugin automatically uses the SVG representation which utilizes the other features within GLPI, like being able to click, add the device and relate it to the racks. When you have a rack, you get the visual representation you normally get, but again, we don’t always have it like that. 

Now we can load up an SVG and then just click on the area of the SVG that would take you to the device for further information.

You probably see the color changing in the background too. We have two nuclear reactor units here on site, they’re color-coded, to help people make sure they’re looking at the correct unit.”. 

3. How do you manage cyber security using GLPI?

Thomas Novotney: “Part of the requirements for our cyber security program and the NRC is to maintain baselines so we can prove that when we go out and have to interact with a device that we can prove that it hasn’t been changed from the previous time, we’re using the XML as a way to prove that. For the most part, it was easy to get into GLPI development. Online documentation was very easy to get a hold of, and the framework is pretty straightforward. 

We have over 3000 digital assets. In addition to that, our Vulnerabilities plugin downloads from NVD (National Vulnerability Database) the CVEs and we have all of that in our GLPI system. There’s over 200,000 CVEs in the system that then get associated with all of the 3000 assets nightly. We have a process that matches them up based on how we have implemented it and makes sure there’s no new ones or changes.

The biggest things are for cyber requirements. We have to maintain a master software list, which GLPI natively does right out of the box with ease, and the inventory plugin just allows us without human error to enter that information into it. 

The fact that we could download GLPI on Linux distribution and get it running on premises is a big thing too, because it can have additional isolation and protection that the NRC and our regulations require. ”.

4. Which is your favourite thing about GLPI?

Thomas Novotney : “GLPI is extremely flexible. Even with the language files and everything else, it is easy to change things up and make things easier for people to understand, even something as simple as language, it helps big time!” .

 

                   How can you try GLPI? 

 

If you have not tried GLPI yet, you can start a free 45 day trial on GLPI Network Cloud (no credit card needed!): https://glpi-network.cloud/ 

If you want to download GLPI on-premise and need assistance, our partners-integrators can support you (you will need to have a valid GLPI Network Subscription). 

 

 

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YK Pao School 

YK Pao School 

by | Aug 16, 2022 | Success cases

Colin Chen, Director of Technology:

“One of the handy function I found with GLPI is that the asset association with users, it’s very useful when users can connect with their own device when they try to submit a ticket”.

GLPI SUCCESS CASES

YK Pao School

About the company

YK Pao School is a pioneering international Chinese school. The school is a private non-profit institution founded in 2007, in memory of shipping magnate Sir Yue-Kong Pao, the renowned Chinese businessman, statesman and philanthropist.

With around 1600 students from China and overseas, the school offers a unique Year 1-12 educational programme that integrates elements of Shanghai and international curricula, culminating with the IGCSE and IB Diploma programmes, both of which are complemented by core components of the Shanghai curriculum.

Challenge

GLPI helped us to quickly build up the IT Asset management system and the out-of-box solution for ticket management. The highlight function of AD integration is very important if you want to quickly build a solution for everyone in the organization. One of the handy function I found with GLPI is that the asset association with users, it’s very useful when users can connect with their own device when they try to submit a ticket.

Requirments

We use Asset Management the most, it has been super helpful since 0.85 with the Dashboard plugin. We also use the Helpdesk/Change – Problem Management feature. Financial management was integrated with Asset management, this is also important when you want to develop a long-term strategy for your asset management.

GLPI solution

Colin Chen, Director of Technology: “It was way back when I was at university, I was interesting in open source solutions and GLPI was the leading platform for IT Asset and Ticket management.

The first version I tried I guess should be 0.7x. At YK Pao School GLPI helped us to quickly build up the IT Asset management system and the out-of-box solution for ticket management.

The highlight function of AD integration is very important if you want to quickly build a solution for everyone in the organization. One of the handy function I found with GLPI is that the asset association with users, it’s very useful when users can connect with their own device when they try to submit a ticket”.

 

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Drogarias Retiro

Drogarias Retiro

by | Jun 10, 2022 | Success cases

Italo Menezes, IT Analyst:

“Now we can manage our own problems, providing for our customer the forms created on the platform and help them to fix their problems, by local or by remote access”.

GLPI SUCCESS CASES

Drogarias Retiro

About the company

Pharmaceutical. Founded in 1974, Drogaria Retiro is a chain of pharmacies which has been serving with care and dedication for 47 years.

Today they have more than 60 stores and more than 1,000 employees, being in the commerce area one of the companies that most employs in the South Fluminense region.

Challenge

Get the control of the tickets.

Requirments

We use GLPI Helpdesk to handle with the tickets of our customers, and schedule maintenance on their sites.

GLPI solution

Italo Menezes, IT Analyst: “Now we can manage our own problems, providing for our customer the forms created on the platform and help them to fix their problems, by local or by remote access.

My GLPI experience has been so much productive, associated with the plugins Formcreator and Behavior, we can now have a better view of the issues in our Company. With some time spend in the knowledge of Plugins work, we customize totally for our use”.

 

Do you use GLPI and want to share your experience?

We are proud to state that our solution is used by millions of people worldwide. If you are one of them and you want to contribute the promotion, we invite you to leave your contact details.

We will be delighted to hear your story!

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