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ITSM supported by GLPI

logo-glpi-bleu-1GLPI is an incredible Open-Source ITSM software tool that helps you plan and manage your IT in an easy way. It also allows you to gain legit control over your company’s incidents, problems, requests, changes, projects, IT assets, budget and expenses. GLPI has a lot of out-of-box features to support 12 ITSM processes, more than 150 plugins and open developer API.  Thanks to these features we are able to deliver, implement and provide enterprise support with great value for money.

 Please feel free to call us by email sales@omnicom.sk, if you require any further information about our consulting services for GLPI.

Key features for ITSM processes

  • Incident management
    • Custom prioritization matrix based on urgency and impact
    • Automatic assignment of incidents
    • Timeline and statistic
    • Incident resolution from Knowledge base
    • Link to problem, change, project tasks and configuration item
    • Matching incidents (duplicity, parent – child)
    • Autoclose and satisfaction survey
  • Request fulfilment and Access management
    • All features from the incident management
    • Easy creation of Forms
    • Dynamic forms
    • Approvals
    • Request templates
    • End User Self-Service portal (service requests form, status tracking, full search, FAQ, Reservations)
  • Problem management
    • Categorization and prioritization
    • Searching solution from Knowledge base
    • One-click save solution to Knowledge base
    • Link to incident, change, and configuration item
    • Link to documents
    • Problem task tracking and planning
    • Cost tracking
  • Service Asset and Configuration management
    • Predefined asset templates
    • Relationships between assets
    • Link to incident, problem, change, and Knowledge base
    • Reservations
    • Map locations
    • Datacenter management
    • Financial and administration information
  • Change management
    • Task management, CAB approvals
    • Predefined task templates
    • Custom RFC forms
    • Cost tracking and budget allocation
    • Link to incident, problem, project and configuration item
    • Link to Knowledge base and Document
  • Service Level Management
    • Customer based SLA and reporting (multi entities)
    • SLA and OLA for incident and service requests
    • Time to own, time to resolve
    • Automatic notification for SLA/OLA thresholds
    • User survey measurement
    • Out-of-box reports
  • Supplier management
    • Supplier and contacts information
    • Contracts management including cost tracking
    • Link to supported configuration items
    • Link to associated incidents, problems, changes,
    • Link to Knowledge base    
  • Finance management
    • Budgeting per location
    • Configuration item financial tracking (value, amortization, TCO, order number, warranty...)
    • Cost tracking (incident, service request, problem, change, project)
    • Budget cost allocation per type of configuration item
  • Project management
    • Project tasks and subproject tracking
    • Planning including GANNT diagram
    • Cost tracking
    • Link to change management and configuration items
    • Contract management
    • Link to Knowledge base
  • Knowledge management
    • Managing internal knowledge and FAQ for end-users
    • Strong access management defined by article owner
    • Relation to categories and configuration items
    • WYSIWYG editor integrated
    • Full search
  • Capacity management 
    • Human capacity planning
    • Configuration items reservation
    • Component capacity management (Volumes, Licences, Rack space, Ports, In stock, ...)