ITSM
GLPI
Asset Management
ITIL
Helpdesk
CMDB
GLPI Deployment: IT Service Management (ITSM)
Centralizing and optimizing IT service management through a robust open-source solution aligned with ITIL standards.
About the Project
Within a private company infrastructure, GLPI was deployed to modernize the information system. The project aimed to centralize IT assets, structure user requests, and improve the overall quality of IT support by aligning processes with ITIL best practices.
Key Features & Implementation
- Asset Management (CMDB): Complete inventory of hardware (computers, servers) and software lifecycle tracking.
- Service Desk & Helpdesk: Advanced ticketing system with automatic assignment rules, SLAs, and escalation paths.
- Self-Service Portal: Dedicated user portal for ticket creation and real-time tracking.
- Knowledge Base: Centralized repository of solutions to capitalize on recurring issues.
- Reporting & KPIs: Custom dashboards providing support performance metrics to IT management.
Technical Execution
The deployment included on-premise server setup, secure access configuration, and integration with Active Directory/LDAP. Specialized plugins like GLPI Inventory were configured for automated asset tracking.