ARSEAA is a French non-profit association with 1,800 employees, active in the medico-social, healthcare, social and training sectors. It now handles both IT support and building maintenance in a single GLPI instance, hosted on GLPI Network Cloud Private in France. The tool was first deployed to solve maintenance issues at one facility. Here is how it became the association's central request platform.
The challenge
For several years, ARSEAA used a ticketing tool that no longer met its expectations in terms of usability. End users found it awkward to open tickets. IT technicians found it hard to follow up on requests and exchange with users.
The change started in the field. Emmanuel Martinez is now project manager at ARSEAA's IT department. Before that, he spent ten years at the Pôle Guidance Infantile, the association's healthcare facility. This multi-site facility faced many building maintenance issues, so he installed a first GLPI instance to manage them. Other divisions of the association soon asked for the same tool. ARSEAA then decided to make GLPI a central product for the whole organisation.
The solution
ARSEAA chose GLPI Network Cloud Private. Data residency was a key criterion: the association makes sure its data is hosted in France, and this weighed in the choice of GLPI.
The deployment was supported by Synairgis, a GLPI Network Gold partner. Synairgis mainly helped structure GLPI so that it fits the association's processes.
The rollout followed a step-by-step approach. Logistics came in first at association level, followed by IT. The platform now runs 40 technician profiles on a standard interface: about 30 accounts are dedicated to logistics, and about 10 work exclusively on IT.
Two plugins included in the GLPI Network subscription complete the setup. The OAuth SSO plugin provisions user accounts in GLPI. The Branding plugin allowed the team to customise the tool's look and feel. ARSEAA also relies on publisher support: the subscription guarantees a high level of availability, and the plugins developed by Teclib' are described by the team as very stable.
The results
- 1,500 end users served by a single platform
- 40 technician profiles, around 30 for logistics and 10 for IT
- A target of about 16,000 tickets per year, IT and logistics combined
- All requests and incidents centralised in one tool
- Non-IT maintenance opened to professionals across the association
For the IT department, the economic model is the main advantage. It lets ARSEAA add new use cases gradually, which is exactly how logistics and then IT were brought into the tool. The SaaS model also gives the association long-term budget visibility, an important point for organisations in this sector.
In their words
"Logistics and IT ticketing brought together on one single platform: to me, that's real added value."[Speaker to be confirmed], ARSEAA
"From an IT department's point of view, the main advantage of GLPI for me is its economic model. It gives us scalability, so we can gradually bring new use cases into the tool."[Speaker to be confirmed], ARSEAA
"Today, the big plus is still opening non-IT maintenance to all professionals."[Speaker to be confirmed], ARSEAA
Looking ahead
Thanks to this scalable model, ARSEAA can keep adding new business use cases to GLPI as needs arise across its divisions.
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