In the public sector as well as in large-scale IT service management, maintaining flawless service continuity while meeting strict contractual requirements is a daily challenge. In Brazil, Consórcio DPZ, a strategic consortium formed by three major companies from the Pernambuco region (Datamétrica, Pronet, and Zero Um) rises to this challenge across the entire state government and more than 186 municipalities.
To orchestrate an infrastructure of this scale while eliminating data silos, Consórcio DPZ chose the scalability and flexibility of GLPI Network, supported by the expertise of our Silver Partner, Voxdata Technology.
Key project metrics:
- 186+ Municipalities supported daily
- 16,000+ Tickets managed per month
- 100,000+ IT assets inventoried and monitored (computers, printers, network gear)
- 10+ State Secretariats covered
The challenge: scalability, compliance, and massive volume
Prior to the full adoption of GLPI at the end of 2024, managing IT support for the government of Pernambuco and partner municipal entities required extraordinary operational versatility. Processing tens of thousands of requests while ensuring strict contractual compliance demanded a software solution that was robust, agile, and highly customizable.
Consórcio DPZ set clear, high-priority goals:
- Centralize Helpdesk & Ticketing: Establish a unified single point of entry for all public sector stakeholders.
- Track a Massive Hybrid Infrastructure: Maintain accurate visibility over hardware and software assets using advanced Asset Management and Inventory capabilities.
- Guarantee SLA Compliance: Strictly adhere to response and resolution time commitments mandated by Brazilian public procurement contracts.
Why GLPI? The agility of Open Source combined with enterprise requirements
Faced with rigid and expensive proprietary alternatives on the market, GLPI proved to be the ultimate strategic choice for Luciano Dias, Executive Manager at Zero Um and leader within Consórcio DPZ.
🗣️ “The main reason for choosing GLPI as our service management tool was its versatility. We were looking for software that could perfectly adapt to our operational needs as well as contractual compliance.”
— Luciano Dias, Executive Manager (Consórcio DPZ)
GLPI's Open Source foundation grants the freedom to tailor the platform precisely to the unique requirements of each administration. Thanks to a flexible data model, robust multi-entity management, and the setup of a true CMDB(Configuration Management Database), the consortium gains 360-degree visibility over the entire lifecycle of its IT resources.
The GLPI Network Advantage: Level 3 Vendor Support Securing Growth
A critical success factor in this digital transformation lies in combining direct vendor support through GLPI Networkwith local expertise provided by Silver Partner Voxdata Technology.
In an environment where custom applications and specific workflows were required starting late 2024, direct access to Level 3 vendor support delivered three vital guarantees:
- Bug-Free Guaranteed Customizations: Tailored developments validated directly by the GLPI team safeguard system stability and maintain compatibility with future releases.
- Accelerated Incident Resolution: Direct technical assistance allows critical issues to be resolved swiftly, ensuring maximum business continuity.
- Tailored Compliance Reporting: Fast data extraction and detailed report generation simplify auditing and performance verification for public clients.
🗣️ “GLPI support enabled us to implement these guaranteed customizations without worrying about potential bugs. It was essential for achieving solid results, resolving incidents quickly, and delivering accurate reports to our clients.”
— Luciano Dias
Looking Ahead: Expanding from ITSM to ESM (Enterprise Service Management)
Today, GLPI's infrastructure operates at full capacity, supporting public operations across more than 186 municipalities in Brazil. But the journey doesn't stop here: backed by this stability, Consórcio DPZ is already planning its next evolutionary steps.
Future initiatives include implementing advanced Change Enablement workflows and expanding GLPI beyond IT to encompass ESM (Enterprise Service Management) for non-IT administrative and operational services.
Conclusion
Consórcio DPZ’s journey proves that it is possible to combine Open Source agility with the most stringent public sector requirements. With GLPI Network, you too can leverage official vendor expertise to secure and power your IT infrastructure.
Do you manage a complex infrastructure or high ticket volumes? Please feel free to contact us or a GLPI partner.
- Discover our offers: https://www.glpi-project.org/en/pricing/
- Inventory your first assets: https://www.glpi-project.org/en/cmdb-software/
- Get support from a partner: https://www.glpi-project.org/en/partners/
Watch the full testimonial video:
