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 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.

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.

I have been working with GLPI since 2015.

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.

GLPI scales well according to customer needs. I rate its scalability an eight out of ten.

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.

Neutral

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.

GLPI is an open-source solution, meaning there is no cost for the license. However, some customers using cloud solutions do incur costs.

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.

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.

I have been using the solution for one year.

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.

We had 300 employees in our organization. Employees in the helpdesk and some leaders from the finance and support sections were using the product.

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.

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'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.

I have been using GLPI by Teclib for two years.

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.

Support is great. 

Many community members are asking why GLPI gets stuck during the database setup.

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.

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. 

The solution has occasional lags and glitches.

I have been working with the product for three years and eight months. 

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.

My company has 1500 users. 

The company likely chose the tool due to its ability to configure additional capabilities and SLA. 

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.

The solution's pricing is reasonable. 

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. 

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.

I have been using GLPI by Teclib since 2010. I am a customer of the tool.

Stability-wise, I rate the solution an eight out of ten. There are a lot of gray areas in the tool if we are using the free version because you cannot seek assistance from the product's team.

It is a scalable solution. Scalability-wise, I rate the solution a nine out of ten. With scalability, there is no limit in terms of users, the number of assets, or the tickets that you can input as long as the hardware supports the capacity that it will need. It will also depend on your resources, but with the application, it works fast.

The number of users that we implemented the tool for is around 500.

The product is very easy to deploy. For our team, who have a skill set in Linux and web server administration, it is easy and simple to load it to your server and run the wizard, and then it will automatically configure all the settings, including the database. It will initialize the database, and then you can just fire it up and log in. There is a default admin account, but you can reset the password after the setup and then import all the users, and then you are good to go. If you need to migrate data from an old ticketing system to GLPI, it will be a challenge because we need to somehow have a way to export the data from your old ticketing system to the database.

I have used the tool's open-source version, not the paid one. GLPI also has this subscription-based version because GLPI is actually a Linux-based system running on Apache, PHP, and MySQL, so it is primarily Linux-based. What we did in the manufacturing company was use the tool for our help desk to accept tickets and implement this in alignment with ITIL. If you are familiar with ITIL standards, use the tool service catalog because, initially, the help desk team didn't have an inventory of all its services. I introduced it to the company, wherein we were able to identify all the services and configure them in GLPI, including SLAs. We were able to prioritize all the tickets and work on it by not just receiving tickets via email. Previously, the company did not have a ticketing system, so they just received, you know, tickets via email and then worked on it, but now we were able to somehow review the result and the performance of the help desk team with the help of the tool. Aside from ticketing, we can also track changes or record changes in the tool. I was assigned to change the company's change approval board so we can also track change requests here in GLPI. We can add documents. Before, we were still somehow using manual approvals. We used to attach signed documents to GLPI, but then, eventually, it was transitioned to an approval system because it also has the functionality to approve certain tickets and changes. It can also produce reports and statistics related to the tickets we are currently working on.

GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited. End users are unlimited, especially if they will be filing tickets. Support is unlimited, up to level three support. All plug-ins in the GLPI marketplace are included, as well as updates, backups, and server maintenance, and this is all for the cloud version of GLPI wherein you just need to use the application, and you won't be maintaining any infrastructure underneath the application. The paid version is similar to what we are using for emails, Gmail, or Office 365, where we just use it as long as we pay.

I recommend the tool to others, especially to those who are, you know, cost-conscious because I have evaluated a lot of help desk systems, ticketing systems, or IT asset management systems that cost a lot. The tool's usability includes all the features that are aligned with the ITIL standards. Somehow, it will address all of the compliance requirements as well because, in my experience, the first thing that the auditors look for are inventories. With inventories, it is a centralized environment for your ticketing report, asset inventory, and financial management.

The tool is simple to use because once the system has been configured to somehow create forms if they are filing a support ticket, the system can actually guide the users on how to file a ticket. It is a straightforward tool to use. You will be asked certain questions that are related to your concerns. You won't have any issues creating tickets to be submitted to the IT team. I think the most important is if you know how to use an email, the tool is very similar to that, and it may seem like you are just browsing Facebook, for that matter. Even Facebook is more complicated, but GLPI is very easy to use.

I rate the tool a nine out of ten.

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.

A stringent plugin management would benefit GLPI. You can extend GLPI with many plugins, but plugin development is handled by individuals worldwide. Since it's an open-source solution, plugins are developed independently, and you never know which plugin is compatible with your version of GLPI. I would suggest that the developers focus more on plugin management to ensure plugins are more consistent and compatible with most versions of GLPI. Currently, you always have to check if a plugin works with your GLPI install, which can be inconvenient. 

I have been using GLPI for the past six months, although I have been associated with for few years.

For stability, I would rate it ten out ten. It’s very stable, with no significant issues.

GLPI is scalable for the number of users we have. I’d rate scalability an eight out of ten.

It is an open source software with a good and big community around it. You can find help if needed, and there’s also the option to purchase support. We haven’t tried purchasing support.

The basic setup of GLPI is very easy. Customizing it to suit your needs is a different case, but even in the long run, it doesn't require more than a medium effort.

For a midsized company like ours with around five hundred employees, the full deployment for workstations and servers takes about ten days.

I'd rate the setup a seven out of ten in terms of ease.

We evaluated ServiceNow and Jira, but decided on GLPI due to financial constraints. Our company simply doesn't have the resources to fund tools like Jira or ServiceNow, which can cost tens of thousands of euros per year for the required licenses.