GLPI Network Basic
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Great Inventory tool for IT Service Desk team.
What do you like best about the product?
I did like the option of the GLPI agent where easier could be installed on multiple devices and get the real data of device resources.
What do you dislike about the product?
No dislike here, maybe some old plugins which had to be adjusted, however, the plugins I used were stable, making a great job.
What problems is the product solving and how is that benefiting you?
Solved the problem of keeping an accurate IT inventory of Desktops and Servers.
Best opensource ITIL software I ever used
What do you like best about the product?
A love its ticketing system, you will find very easy to manage issues with customers/clients, technicians. There are a ton of plugins, I used one to sync the data with existing equipment and personnel (inventory management). You can connect your email server so the system is able to sent emails to users and technicians about its tickets updates.
What do you dislike about the product?
The interface needs a lot of work, and when I say a lot, it is a LOT of work, so far it is functional but requires a lot of makeup. You will find very difficult at the beginning to locate where are the settings and other configuration needed to get it up and running. The later is a result of the "lack" of documentation on its website, this needs more work, fortunately you are able to find other sites with tutorials. Also there is a lack of reporting that I was trying to solve by creating an external app that can connect to its DB.
What problems is the product solving and how is that benefiting you?
I was trying to implement ITIL methodologies in two companies I worked for. I started implementing Service provisioning and service support, which you can implement right out of the box. The main benefit is that you are able to implement it without extensive training for the users and technicians. Later I started implementing the assets management, for this you need an external plugin, but once it is installed in the server and the equipment, it is a breeze to get the information about hardware and software of the company's inventory.
Review of GLPI since version 0.7
What do you like best about the product?
The best part of GLPI is Help desk ticket system and Inventory part which I have implemented in 3 Bechtel Projects (Albania Motorway Project, New Doha Airport , Gabon Infrastructure Projects) and at the Municipality of Tirana . As IT Infrastructure Lead it help me and my teams that I have worked with to automate the process based on ITIL as well to adapt GLPI on company requirements. Implementing Ticket System we solved a problem with calls and managing the problems by having details reports about requests and incidents. Before GLPI we had a dedicated person full time to receive calls.
Inventory systems about Computers, Monitors, devices, printers helped to have real time inventory as well who is using what which before GLPI was very hard and time consuming to the teams. Linking hardware with contracts is very helpful as we can identify when warranty expired, as well for Licenses.
Into Projects, very helpful. I have managed to implementing to our team and very good tool to oversea the project till to completion.
Inventory systems about Computers, Monitors, devices, printers helped to have real time inventory as well who is using what which before GLPI was very hard and time consuming to the teams. Linking hardware with contracts is very helpful as we can identify when warranty expired, as well for Licenses.
Into Projects, very helpful. I have managed to implementing to our team and very good tool to oversea the project till to completion.
What do you dislike about the product?
One of the thing I faced challenging is implementing 3th party plugins as often don't work properly, I would recommend in-build plugins such as dashboard and network infrastructure, graphical layouts etc. Some plugins had crashed and corrupt database of GLPI, of course we had a lab for testing no damage done.
Connection between Printers and Cartridges I am finding difficult to implement, it never worked for us.
Technically, in early version was difficult to connect with active directory and setup Receivers and Authentication.
Connecting with Agent to retrieve details for PC works very good but when you have large environment ex. more than 1000 PC on network, server having lots of problems. I would recommend, base on Small, Medium and Enterprise companies, specifications for servers.
At municipality of Tirana, we tried to implement Entities as we have different teams, it was difficult to understand and divide teams Inventory, technicians. I found it difficult to implement based on our requirements.
Connection between Printers and Cartridges I am finding difficult to implement, it never worked for us.
Technically, in early version was difficult to connect with active directory and setup Receivers and Authentication.
Connecting with Agent to retrieve details for PC works very good but when you have large environment ex. more than 1000 PC on network, server having lots of problems. I would recommend, base on Small, Medium and Enterprise companies, specifications for servers.
At municipality of Tirana, we tried to implement Entities as we have different teams, it was difficult to understand and divide teams Inventory, technicians. I found it difficult to implement based on our requirements.
What problems is the product solving and how is that benefiting you?
The biggest problem I solved with GLPI is performance of Helpdesk Team, implementing SLAs for known problems allows us to identify where our team is lacking by solving problems. Personally I achieved Sig Sigma certification PMS ( Yellow Belt) by using GLPI to save hours of helpdesk work.
Implementing Helpdesk System Phone call dropped drastically as employees start opening ticket and getting information on progress on their problems. Very helpful part is integrating Solution part which you put that in Knowledge Base for junior member of team to study the cases and learn.
Inventory part with Agent solved a huge problem and saving hours of work doing Inventory. As well he best part is knowing where the PC is and who is using especially at municipality because we have more than 40 location throughout the city and 2200+ employees. Because of too many location helpdesk team need to travel from one location to another without coming to their office to check for ticket, checking for new ticket and grab them directly through their phone. Saving lots of time.
Processing the data from users and the data from surveys allowed us to improve our service and as well improve broken processes by changing IT Procedure and Policies
Best part using GLPI is that is centralized and we don't need other system to do our job.
Implementing Helpdesk System Phone call dropped drastically as employees start opening ticket and getting information on progress on their problems. Very helpful part is integrating Solution part which you put that in Knowledge Base for junior member of team to study the cases and learn.
Inventory part with Agent solved a huge problem and saving hours of work doing Inventory. As well he best part is knowing where the PC is and who is using especially at municipality because we have more than 40 location throughout the city and 2200+ employees. Because of too many location helpdesk team need to travel from one location to another without coming to their office to check for ticket, checking for new ticket and grab them directly through their phone. Saving lots of time.
Processing the data from users and the data from surveys allowed us to improve our service and as well improve broken processes by changing IT Procedure and Policies
Best part using GLPI is that is centralized and we don't need other system to do our job.
Recommendations to others considering the product:
To make my work easy and focus on other duties on my department, I have search long ago and I have tried few other solution but soon as I implemented GLPI I was satisfied with it. So far i have implement it in 4 different environments from Small to Enterprise and it works very well. I highly recommend this product to any IT Department regardless from area of work.
This very good to use it
What do you like best about the product?
Working prefect and smoothie i very like it
What do you dislike about the product?
Slow sometimes its UI and working on hight speed internet
What problems is the product solving and how is that benefiting you?
Please work on UI
GLPI CARBONORCA
What do you like best about the product?
Is an useful tool in our Helpdesk process and the Hardware and software inventory, all the people that work in IT are very satisfied with the results of work with them. Work with GLPI integrate all the IT Support in all the organization with very satified results
What do you dislike about the product?
The process for schedule a program for maintenance of hardware not exist, the process to reset password is need to integrate.
What problems is the product solving and how is that benefiting you?
Al about the automatization the process of client atention for IT, and another areas in our enterprise for example attention for General services.
Recommendations to others considering the product:
Review the ITIL process of your organization
A great open source ITSM apps
What do you like best about the product?
How it helps me to manage both ticket and IT asset as well as the additional featyre like project management which help me alot.
What do you dislike about the product?
Multi level ticket approval which not present at the system as default.
What problems is the product solving and how is that benefiting you?
Ticket management which help me alot as both reminder and todo list for managing my job everyday
All-in-one Help desk and Inventory tool
What do you like best about the product?
No need of login to system to create a ticket. An email is enough.
User friendly interface for easy use and built in Inventory handling support.
More importantly it is free.
Can integrate 3rd party email services.
User friendly interface for easy use and built in Inventory handling support.
More importantly it is free.
Can integrate 3rd party email services.
What do you dislike about the product?
For advanced tasks it requires in-depth knowledge about GLPI.
You need to close the ticket after solve. I think it should able to close the ticket automatically after solving.
The user interface is not up to date. No themes.
You need to close the ticket after solve. I think it should able to close the ticket automatically after solving.
The user interface is not up to date. No themes.
What problems is the product solving and how is that benefiting you?
Easily solved day to day help desk management.
Recommendations to others considering the product:
The best product for help desk management so far. More over we were facing lot of problems managing IT inventory. But with built in Inventory support we are looking to implement our inventory management with GLPI.
Excellent Asset Management
What do you like best about the product?
I like to use GLPI for Company Asset Management
What do you dislike about the product?
I need to additional plugin such as OCS NG for Asset Management
What problems is the product solving and how is that benefiting you?
Sometimes the sync does not work properly
Recommendations to others considering the product:
Excellent for Asset Management
Excellent tool to control requests and incidents through numbered tickets
What do you like best about the product?
It is very easy to use; This tool allows you to take detailed control of a digitalized form of each incident presented in the service offered by each organization or each request made by internal or external customers.
Through it you can make any kind of request, you can create groups that will be responsible for solving the requests made, you can interact through the chat with the person who made the request and who is solving it.
You can keep a statistical control of the ticket, where you can see the solution times, those responsible, the type of incident or request, the dates, etc.
You can also add dockets or images if required by external users, depending on the type of request required
In the same way you can have control of the inventory of technological equipment of the organization, detailing who was assigned to each team.
Through it you can make any kind of request, you can create groups that will be responsible for solving the requests made, you can interact through the chat with the person who made the request and who is solving it.
You can keep a statistical control of the ticket, where you can see the solution times, those responsible, the type of incident or request, the dates, etc.
You can also add dockets or images if required by external users, depending on the type of request required
In the same way you can have control of the inventory of technological equipment of the organization, detailing who was assigned to each team.
What do you dislike about the product?
In the time that I have been using the tool I have not presented any inconvenience that I dislike of the tool.
What problems is the product solving and how is that benefiting you?
With the tool we have optimized the control of ticket requests and incidents of internal and external customers to the organization so that the support team has a better management of them and give solution depending on the level of incidence they present, as well as the time of the request
Recommendations to others considering the product:
Of course, it would help a lot in ticket control of any organization that works in this way.
The best software for inventory and ticket
What do you like best about the product?
The easiness of the software, makes the work more didactic and easy, you can follow up tickets, create them, attach tests, assign tasks to people, take the inventory of the teams within the institutions, give you report of monthly ticket results, and per person
What do you dislike about the product?
That when making any movement in the ticket, send emails informing the same. And it's complicated to configure it to stop performing that task
What problems is the product solving and how is that benefiting you?
You can control the movement of the ticket, if you have worked on it, if it has any problem to be resolved, for the company and for me the best added is the filtering of the information per month and person which helps for the monthly report that is requested by the company. With this tool it takes all the internal requests of the companies
Recommendations to others considering the product:
The tool helps in the management of applications and monitoring thereof, thus giving the possibility of studying the improvement of the areas
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