GLPI by Teclib Reviews

I have been using the solution in my company since I was with a bank here in the Philippines. In the bank, we initially used the tool for our asset management. We encode our assets, such as servers, network devices, laptops, and desktops, in the system, wherein it is somehow a CMDB sort of configuration management database. We are initially looking for a ticketing system as well. The bank already has its own ticketing system, ServiceNow, so we did not use that functionality from GLPI initially. When I was transferred to a manufacturing company related to the electronics business in the Philippines, some European nations, and US countries. I introduced the GLPI ticketing system and used it for the company. We use the tool's open-source version, not the paid one. It can also be used for problem management, change management, and basic ticketing. As I was transferred to other companies, I worked for a software solutions provider, wherein the main function of the team that I worked for was end-user support. We just had to handle tickets coming from the end users, meaning just our co-employees or colleagues requesting support for hardware issues. We also used the system for some financial management because we needed to know the history of the assets. The tool also has a feature to include suppliers of the assets. We can also attach the contracts, like a maintenance agreement, to support the assets. We can also track the expiration of the maintenance agreements in GLPI. As we can input suppliers here, we can also add their contacts. We use GLPI and our vendor database for future purchases. Since we can include or encode assets, we also use the tool as a software inventory. In the tool, we have added Windows licenses as well as other subscriptions in order for us to track the subscription and life cycle, so we can check if it is on a monthly basis that we have to pay the subscription fees or after the expiry of the licenses. The tool also has project management functionality, but we only use this for our internal team project, not as an enterprise project management solution. The tool has a Kanban board, Gantt charts, and timelines. It can also be used to remind the project teams and send some alerts via email. It can also produce reports. If there are some special needs of the project team that we cannot provide because we are just using an open-source tool, with which we cannot have a subscription for support, we cannot customize anything. Internally, within the IT support team, we were able to use the tool to track our internal projects with the basic functionality or a basic setup process that we used for project management. Some of the default functionalities are used to manage the system. The tool also has a user database, so we can integrate it via LDAP or Active Directory to log in using the user database. Plug-ins can also be used to connect if you have Google Workspace or Office 365 accounts, and you can also integrate them, but that will come with a price and is not free. So far, how we use GLPI is actually more on the base functionality or the free versions, and we work around it. If there is a limitation, then we accept it and do it manually. So far, the tool has helped us a lot. The tool saves money because it is free. We are not paying for the license, but we are still paying for the server where it sits. GLPI is compatible with any Linux OS, and we have implemented it on AWS. In our company, we have a Linux server on the cloud, where GLPI works fine.

For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365. If you are not concerned about aesthetics, it is a fine tool. It is a good tool if you are more focused on the functionality. There are some bugs in the tool because it has a lot of features. Correlating all of the features can sometimes cause the tool to fail. If you create a ticket and then link it to an asset, there can arise some issues, but with support, one can customize and fix the issues in the product. The cost of the tool is an area of concern since it is 19 Euros per agent for a month. If your help desk team is of ten people, then you can multiply 19 Euros by ten people. The updates will be automatic if you get the tool's cloud version, but for the free version, you need to learn how to manage or administer Linux, PHP, and Apache because you will be updating the system manually. The updates are available, but you need to ensure that you have a test environment first before you apply it to the production environment because sometimes the updates mess up the data. I need to have a test environment first before loading it, but aside from the system, you also need to update the OS, PHP, and the web server itself. A lot of administrative tasks are needed if it is the free version, but for the cloud, you just use the product.

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.

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.

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.

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.

We use GLPI by Teclib as a basic ticketing tool. It helps us to manage end-user calls and tickets. 

The tool's most valuable features include UI, visualization, and data scraping. 

We use GLPI as the agent-based asset management. We can deploy the agent through Active Directory or software distribution policies and collect the results in GLPI, storing them in the database. 

The most valuable features of GLPI are asset management, asset tracking, asset reporting, and ticket management. We use it as a configuration management database (CMDB), which is very useful for impact assessment and change management. The license management feature is also beneficial because it is bundled with asset management. When an agent reports a certain set into the database, all the software running on that host or server is assessed, collected, and reported. This makes license management very useful.

Since implementing GLPI, we've noticed that our IT operations are more stable. The tool allows us to manage changes in the environment more effectively by creating change requests for assets. GLPI supports our processes, allowing us to organize IT operations with custom forms and workflows, making it quite flexible. Although the deployment is still in progress, we see significant benefits in organizing our IT processes with this tool.

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 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.

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.

The solution must be more flexible. The permissions can be improved.