GLPI Network is an incredible ITSM software tool that helps you plan and manage IT changes in an easy way, solve problems efficiently when they come and allows you to take control over your company’s IT infrastructure.
“Meet the new tool that will become your control tower for all your IT Infrastructure!”
So, what makes GLPI Network so great? It is all-in-one ITSM solution which combines different tools for many IT challenges your company's infrastructure might be facing.
Dynamic inventory with or without agent (GLPI inventory module ex Fusion)
If you have a bunch of devices all over the world and a strict security protocol, it can be pretty hard to take inventory of them. GLPI Network offers you a solution - a dynamic inventory with or without agent (GLPI inventory module ex Fusion)!Instead of plugins GLPI Network connects to all your devices through Simple Network Management Protocol (SNMP). SNMP is an Internet Standard protocol for collecting and organizing information about managed devices on IP networks and for modifying that information to change device behavior. GLPI Network is also connected to VMWare Virtualization Inventory that allows companies to transform, manage and optimise their IT systems´ infrastructure through virtualisation.
Features for inventory and asset management.
Are you in charge of too many different devices? Not a problem! GLPI Network provides numerous advanced features for inventory and asset management. Get the full information about the state of: PCs and servers, printers, monitors, consumables and cartridges, IP phones, software, locations, switches, routers and etc.GLPI Network gives a full report about all modifications made, localize assets by geographic area, track equipment lifecycle, - to sum up, handles the whole system.
Mobile device management plugin (Flyve MDM)
Do you have a lot of corporate mobile devices which you would like to have a total control over? GLPI Network provides you with a mobile device management plugin (via Flyve MDM). This smart plugin allows to evaluate all devices (iOS and Android based) to understand better where efficiency might be improved.Meet Flyve MDM plugin, which combines the following functions:
Deployment solutions.
Need to deploy applications? GLPI Network includes a package of deployment solutions on remote computers:
Beautiful dashboard
Need clear and straight forward dashboard? You will absolutely like GLPI Network´s beautiful dashboard (Metabase plugin). Metabase is an easy way for everyone to ask questions and learn from data. Enjoy all its benefits installing the Metabase plugin for GLPI Network: learn, check, make reports and keep an eye on the performance of your network.
Service assistance module.
Looking for Service d'assistance which will meet ITIL standards? The service assistance module of GLPI Network meets the specified standards of ITIL v2, the most widely accepted best practice framework for service management software. Combines categorization, escalation, service level agreement, impact, urgency, priority calculation, status standardization, validation request at several levels and the implementation of automatic workflows based on business policies.
Configure and use antivirus.
Last, but not least is a security question. With GLPI Network you can configure and use antivirus to protect your network. Armadito for GLPI provides a central management console for computers´ antivirus in your IT infrastructure. It could be used to manage various kind of antiviruses like Armadito, Kaspersky and ESET Nod32. With the addition of Fusioninventory project on your central GLPI, you can also check the deployment of antivirus updates.
As you can see, GLPI Network is a complex ITSM software that meets the specific needs of your company. Check the prices for subscription here: https://glpi-project.org/subscriptions/
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.
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.
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.
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.
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”.
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.
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”.
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.“
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).
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!
On Thursday, June 1, 2023, all Teclib’ employees gathered for the half-yearly corporate event.
Our colleagues have traveled from different parts of France and Europe to come and spend time talking about current and future projects.
The Teclib' Day brings us together and strengthens our bonds, making us a tightly-knit team.
The agenda of the Teclib’ Day:
The day begins at 9 a.m. with a breakfast to welcome everyone and provide an opportunity for casual conversation before the presentations commence.
Each Business Unit of the company presents its strategies, developments, objectives, and future visions.
The session kicks off with Pascal Aubry (CEO) taking the lead.
Buy The Way: https://www.buy-the-way.com/ :
Chloé Robin presented the agency's latest updates, including the acquisition of new clients, the evolution of turnover, projections for the current and upcoming years, and their goals.
Hodei: https://www.hodei.net/ :
Franck Pâtissier presented their visions and expectations, expressing their commitment to further contribute to the success of the Odoo project. They also discussed their prospects for the end of 2023.
Edition :
GLPI takes great pride in celebrating its 20th anniversary and extends heartfelt gratitude to all the contributors and the entire community who follow, support, and utilize our tool.
François Legastelois, the edition director, is keen to emphasize the total involvement of his team, including R&D, core-team, the Cloud team, Administrative, Marketing, Professional Services, our sales representatives, and Legal.
We would like to highlight the remarkable achievement of our work-study developer, Marie Bressy, who has created a plugin that seamlessly integrates Centreon and GLPI. This integration allows users to access key data of their monitored machines in Centreon, directly within the GLPI interface. Through a new tab available on the respective computers, users can view not only general host information but also the services installed on it.
During the presentation, our trainees on the development team were recognized for their significant contributions to the advancement of GLPI.
For instance, Samuel developed a Cloud Inventory plugin. This plugin retrieves information from machines hosted by various Cloud providers and effectively inventories them. Samuel achieved this by utilizing the APIs provided by different providers such as OVHcloud, AWS, Scaleway, Azure, Google, and more. Using this data, the plugin creates or updates machine records within the inventory. Additionally, the plugin functions as a GLPI agent, providing supplementary information on machine backups and backup details. It runs automatically once a day, but can also be executed manually.
Teclib' not only trains its interns but also seeks to retain them through work-study programs. We are always on the lookout for fresh talent! Please, contact us if you wish to work with us: jobs@teclib.com
GLPI highlights in 2022/2023:
Following the presentations, it was time to enjoy a delightful lunch at the Domaine du Tronchay, basking under the beautiful June sun.
After that there were formed cross-functional working groups, bringing together teams from different sectors to brainstorm and propose areas for improvement across various domains, as well as generate fresh ideas.
To conclude the day, we indulged in apero accompanied by live music. The evening continued with a BBQ and party!
Thank you all for coming to share this Teclib’ Day 2023, we look forward to seeing you next time!
Effective ticket management is essential for maintaining operational efficiency and improving customer satisfaction. However, many organizations still rely on emails to manage their tickets, which can lead to numerous issues in daily routines.
Managing IT tickets through email may seem convenient at first, but it often leads to chaos. Multiple threads, lost messages, unclear priorities, forgotten information, and even spam messages lead support teams into overwhelming routines. According to industry studies, more than 60% of SLA breaches can be attributed to poor ticket management. Now imagine if this information is fragmented.
Switching to an ITSM tool like GLPI transforms the way service requests are managed in your organization. Here’s how:
Managing IT tickets via email may seem like a simple and effective approach, and it works for some organizations for a while, with a limited number of agents and daily service requests. The question is: is it worth the risk, stress, and complexity of dealing with the downsides of this practice when better options are available?
By switching to GLPI, you can streamline your ticket management process, improve your team’s communication, and ultimately enhance customer satisfaction.
Don’t let chaos become the norm and slow down your team. Embrace a more efficient method for managing your tickets.
Ready to take control of your ticket management? Discover GLPI and how it can transform your workflow!
Integrity, fondée en 2003, est une entreprise agile spécialisée dans les services gérés et les solutions open source. Présente en Équateur depuis 2019, elle s’étend vers le Mexique et les États-Unis. Son but est de simplifier la technologie pour ses clients, en établissant des relations durables et en proposant des solutions rentables. Son portefeuille comprend des communications unifiées, des plateformes open source comme GLPI et une application Android pour les agents de terrain. INTEGRITY accélère la transformation numérique des entreprises grâce à des services de conseil et de formation.
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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:
“ 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.
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).
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!
We are happy to announce our new Silver partner in Venezuela – INTEGRITY.
INTEGRITY is an agile company focused on managed services and open-source solutions, founded in 2003, with operations in Ecuador since 2019 and in the process of expanding our market, developing projects with business allies in the continent, currently in Mexico and the United States.
Aware that technology is rapidly evolving and becoming more complex every day, we strive to simplify it for easy adoption and use by all our clients, regardless of their size.
With a consultative sales strategy, we establish a long-term relationship with our client portfolio, taking care of them and guaranteeing cost-effective solutions that add value to their businesses, valuing their time, money, and resources in an environment of respect and confidentiality.
Our portfolio includes:
1. Unified Communications focused on Call Centers integrated with external systems such as CRM, in the cloud or local implementation, as well as Enterprise IP Telephony based on Asterisk and other proprietary solutions such as NICE CXone.
2. Enterprise Technology Platforms are primarily based on open-source code, which offer to maximize investment in technology tools while reducing operational risk. GLPI stands out for Process Management not only for IT but for all purposes, among other open-source solutions for network monitoring, routing, and firewall.
3. Field Service Management. We developed our own Android application integrated with GLPI that provides mobility to field agents for service companies, with functionalities such as geolocation, workflow, tasks, and integration with external systems via Web Services.
4. With our extensive experience in Call Centers, we incorporate digital channel solutions to meet omnichannel customer engagement needs.
Our goal is to accelerate the digital transformation of companies through our Consultancy services, with methodologies and best IT practices that we apply in our Managed Support and Services to fully or partially manage their IT infrastructure to ensure availability and increase their operational efficiency, accompanied by our Training Services.
Site web: https://integrity.net.ve
Nous sommes ravis que la solution GLPI ITSM soit de plus en plus représentée dans le monde entier et que le service d'abonnement GLPI Network (notre offre de support pour l'on-premises – sécurisez votre infrastructure informatique) sera disponible pour plus de clients grâce à nos nouveaux partenaires.
Notre vaste réseau de partenaires est toujours ouvert à de nouvelles collaborations. Si vous souhaitez représenter l'un de nos produits dans votre pays, contactez-nous : https://glpi-project.org/contact_us/
Being a partner means:
Découvrez tous les avantages d'être partenaire ici : https://glpi-project.org/partners/
