We use GLPI as an ITSM system for ticketing, tracking technical support systems, and inventory management. It is deployed to handle customer requests, such as email requests or service requests, and phone calls from customers to create tickets.
GLPI Network Basic
teclib'External reviews
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GLPI Keeps IT Assets and Tickets Organized and Easy to Manage
What do you like best about the product?
I like that GLPI provides a clear, structured way to track IT assets, tickets, and changes all in one place. It keeps everything organized and transparent, which helps make day-to-day IT work faster, smoother, and easier to manage.
What do you dislike about the product?
Managing plugins and handling updates can feel a bit clunky at times, and the overall process isn’t always as smooth as I’d like.
What problems is the product solving and how is that benefiting you?
GLPI addresses the issue of scattered IT information by keeping assets, tickets, and changes organized within a single system. It helps make day-to-day IT work faster and more transparent by cutting down on manual tracking and giving us a clear, centralized overview of everything in one place.
Clear, Open Source Solution That Adapts to Your Needs
What do you like best about the product?
Easy to use, clear, and open source.
Perfect for support as well, cases are really easy
Perfect for support as well, cases are really easy
What do you dislike about the product?
it is easy to twist to your need, but then, maintenance is a little bit harder
What problems is the product solving and how is that benefiting you?
- Creating cases
- Follow up on cases
- Statistics
- server/computer management
- Follow up on cases
- Statistics
- server/computer management
best open source IT management service
What do you like best about the product?
Very easy to implement
Intituive interface you don't need support
user interface is very friendly
Intituive interface you don't need support
user interface is very friendly
What do you dislike about the product?
very poor integration features
sometimes plugins are not working between versions
sometimes plugins are not working between versions
What problems is the product solving and how is that benefiting you?
you have visibility about all problems you can categorize and one platform to serve all the customers
Why we chosen GLPI opensource ITSM software?
What do you like best about the product?
Before I implemented GLPI, I find and tested others opensources and cloud ITSM software based on requirements of my organization. Finally I found GLPI and implemented on-premise by hosting own server Because it is ease of implemention, ease of use, powerful features and a lots of features. Moreover, there is market place for plug-in integration. It is really nice and helful for me. In addtional, GLPI is not only support IT helpdesk, but it is also included IT asset management, finacial management, project and change management on unpaid version(it totally FREE).
What do you dislike about the product?
There are reporting, analyzing, auditing and exporting files function are included but it is need to improve. This is my dislike.
What problems is the product solving and how is that benefiting you?
IT Asset Mangement and Service Desk, Change and problem mangement, Project management, Licensing functions.
Daily user of GLPI
What do you like best about the product?
We can pickup & close a ticket by using action we can change a Department, location, category, in the dashboard , we can add IT Shift rosterwith phone number
What do you dislike about the product?
As of now, I am not having any issues.
What problems is the product solving and how is that benefiting you?
GLPI is used for service desk , if the user has any IT related issue, we will resolve a issue
Enhanced ticketing and asset management with customizable notifications
What is our primary use case?
How has it helped my organization?
GLPI has streamlined asset management and issue tracking in customer IT operations. The ticket lifecycle is well-managed and efficiently handled by the technician team, improving support response times.
What is most valuable?
The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems. Customers appreciate the personalization options, such as adding the company logo and customizing notifications.
What needs improvement?
GLPI could be improved by implementing an SMS notification plugin and better addressing the needs of the MSP environment. Additionally, the stability of Windows OS could be enhanced.
For how long have I used the solution?
I have been working with GLPI since 2015.
What do I think about the stability of the solution?
The stability of GLPI varies depending on the environment. It is more stable on Linux platforms compared to Windows OS. Overall, I consider the stability to be solid, rated seven out of ten.
What do I think about the scalability of the solution?
GLPI scales well according to customer needs. I rate its scalability an eight out of ten.
How are customer service and support?
I mostly use community forums for support. I haven't used the paid technical support, but customers who work with integrators find the support satisfactory.
How was the initial setup?
The initial setup of GLPI is not difficult at all. With the help available on the website and clear documentation, it is easy for IT professionals to implement the solution. I would rate the ease of initial setup as eight or nine out of ten.
What's my experience with pricing, setup cost, and licensing?
GLPI is an open-source solution, meaning there is no cost for the license. However, some customers using cloud solutions do incur costs.
What other advice do I have?
I recommend GLPI for its useful features in an MSP environment. It is a very appreciated product, especially as an open-source solution.
I'd rate the solution eight out of ten.
Customizable, enhances service desk efficiency, and offers excellent customer service
What is our primary use case?
I work directly with some customers, and, in general, consumers. We attend to some people, however I mostly attend directly to the employees of my company. We started using the product in 2018 and we use it for various purposes, including customizing it for our company's needs with optimized fields and additional sessions.
How has it helped my organization?
We have seen a big improvement in our team, particularly at the service desk. I'm responsible for managing GLPI, and my recent upgrade from 9.4 to 10.0 has improved our confidence and skills in customization. The dashboards of GLPI help us to track metrics and progress, which improves various company processes.
What is most valuable?
The best feature for me is the power of customization, allowing us to add extensions from each place of GLPI. We can use the same tools for different teams by adding specific customizations for each team, without needing entirely different tools.
What needs improvement?
One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating some failure in network communication with the server.
For how long have I used the solution?
I have been using GLPI for five years.
What do I think about the scalability of the solution?
It is easy to use and applicable in various scenarios, both locally and in the cloud. It can be used by any team, making it scalable for different types of projects.
How are customer service and support?
The technical support from GLPI is excellent. I frequently solve issues using their management and reporting tools, which are very effective. PeerSpot's support also provides great assistance.
How was the initial setup?
The initial setup is straightforward. I use GLPI with Docker, needing just a container to start the project. It's relatively easy to set up and start using in the browser on a Linux machine.
What other advice do I have?
Each company should start by exploring GLPI, understanding its features and extras they can use.
User-friendly, customizable, and provides complete control to users
What is most valuable?
The solution enables users to personalize it. I had to learn a lot about it, but I had complete control of the code and the server. I could personalize the tool to suit our company’s needs. It was a good project. I used the tool early in my career.
I learned about servers and personalization using GLPI. It was a very helpful experience. We need a little bit of knowledge to use the system. We can study and get on track. The product is user-friendly. I can personalize the tool and make it user-friendly. My colleagues liked the solution a lot. They still use it.
What needs improvement?
The solution must be more flexible. The permissions can be improved.
For how long have I used the solution?
I have been using the solution for one year.
What do I think about the stability of the solution?
I used some plug-ins. Sometimes, we had trouble finding ones that were compatible with the version we used. Sometimes, we had to upgrade, and the plug-ins were not compatible with the next version. I rate the stability a nine out of ten. It needs improvement, but the tool is really good to use.
What do I think about the scalability of the solution?
We had 300 employees in our organization. Employees in the helpdesk and some leaders from the finance and support sections were using the product.
What other advice do I have?
I had a rich experience with GLPI. I learned a lot from it. Many organizations use the solution to control their technology.
Overall, I rate the solution a nine out of ten.
Provides asset management, ticketing system and supports development through plugins
What is our primary use case?
GLPI has provided many solutions, such as asset management and a ticketing system. My manager has been discussing ideas for improving our ticketing and asset management systems. It is open-source and offers both solutions in one package. It supports development through plugins, allowing integrations like network monitoring, backups, and report generation in PDF or Excel formats. The asset management features are impressive; for example, it can schedule racks and devices and treat network devices as assets.
What is most valuable?
GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it. If the employee leaves the company, the asset tracking continues, making reassigning the device to a new employee easy.
Additionally, if I need to repair or upgrade the hardware or software, GLPI offers features to calculate the cost of these new assets, such as a hard drive, RAM, or motherboard repairs. All these details are tracked within the asset management solution.
What needs improvement?
I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2. This caused a problem when I tried installing it with PHP 8.2, as I ran into database integration or initialization issues. GLPI is more stable with PHP version 8.0.25.
For how long have I used the solution?
I have been using GLPI by Teclib for two years.
What do I think about the stability of the solution?
GLPI is an open-source solution. You can develop or test any open-source project by integrating it with other systems. I've previously integrated GLPI with Zabbix for monitoring.
GPI is suitable for any company. It's a crossover platform based on web applications.
I rate the solution's stability an eight out of ten.
How are customer service and support?
Support is great.
How was the initial setup?
Many community members are asking why GLPI gets stuck during the database setup.
What other advice do I have?
I previously created a file-sharing system with failover because I had issues with the internet and VPN connections. GLPI helped me monitor the network devices, particularly the network card. By monitoring this card and using pings to check the server's connection, GLPI will notify me by email if the server goes down. This allowed me to anticipate problems with the server and set up failover connections to another server.
GLPI can run on both Linux and Windows Server, and it's built using PHP. It also supports virtual systems. Developing in GLPI is straightforward, making it accessible for beginners and experienced developers. It offers many features, including asset management and a ticketing system within one platform. GLPI has a strong future, especially when considering integration with DevOps tools, and I highly recommend it for any company.
Overall, I rate the solution an eight-point five out of ten.
Helps us to manage end-user calls and tickets
What is our primary use case?
We use GLPI by Teclib as a basic ticketing tool. It helps us to manage end-user calls and tickets.
What is most valuable?
The tool's most valuable features include UI, visualization, and data scraping.
What needs improvement?
The solution has occasional lags and glitches.
For how long have I used the solution?
I have been working with the product for three years and eight months.
What do I think about the stability of the solution?
The tool is stable, but it does have some bugs. The team is helpful so that issues can be resolved easily. However, there are occasional lags and glitches during use.
What do I think about the scalability of the solution?
My company has 1500 users.
Which solution did I use previously and why did I switch?
The company likely chose the tool due to its ability to configure additional capabilities and SLA.
How was the initial setup?
The installation process is quite simple. You can get a direct image option from the AWS Marketplace. After that, you'll need to configure some basic settings, like the administration account, and you'll be ready to go.
What's my experience with pricing, setup cost, and licensing?
The solution's pricing is reasonable.
What other advice do I have?
If you're considering using the tool for the first time, my advice would be to consider your options. It can be a bit complex to deploy initially, and simpler alternatives like Zendesk might be easier to set up and use. However, once the solution is set up, it runs smoothly without major issues. I rate the product an eight out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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