FF

Francisco F.

Senior Network Security Specialist

Telecommunications

Enterprise (> 1000 emp.)

7/29/2022

"The best way to keep track of your tickets."

5/5

What do you like best about GLPI?

GLPI is a tool that provides an excellent graphical interface, handling is very easy to use and provides reporting according to the frequencies that are configured. Review collected by and hosted on G2.com.

What do you dislike about GLPI?

There is nothing that I dislike, the tool is very good, it provides a knowledge base and the flow of information is very easy to manage.

Updates help keep the tool agile and not lose focus. Review collected by and hosted on G2.com.

MA

Michael A.

CIO

Mid-Market (51-1000 emp.)

6/13/2022

"GLPI is the best open source ITIL system I ever met."

5/5

What do you like best about GLPI?

Very customizable open-source IT assets management & support ticket system with a large supporting community. Review collected by and hosted on G2.com.

What do you dislike about GLPI?

The user interface is a little bit complicated for a novice. Plugins are not always supported from old versions to new ones. Review collected by and hosted on G2.com.

AA

Ahmed A.

General Manager

Small-Business (50 or fewer emp.)

6/27/2022

"Excellent open source for service desk"

4.5/5

What do you like best about GLPI?

A complete ITSM solution. Easy to use and customize. An excellent tools for assest management and servce desk opertation Review collected by and hosted on G2.com.

What do you dislike about GLPI?

nothing, may be some plugin that are not updated for use with the new GLP version Review collected by and hosted on G2.com.

JA

Javier A.

Cybersecurity Consultant

Enterprise (> 1000 emp.)

5/10/2022

"Complete and highly integrable ticket management"

4/5

What do you like best about GLPI?

It is an open source tool that allows you to perform a complete ticket management that can be adjusted to your needs Review collected by and hosted on G2.com.

What do you dislike about GLPI?

Integrations are often complex for which you have to spend a lot of development time Review collected by and hosted on G2.com.

JK

Julian K.

IS&T Infrastructure Lead

Enterprise (> 1000 emp.)

1/14/2021

"Review of GLPI since version 0.7"

5/5

What do you like best about GLPI?

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. Review collected by and hosted on G2.com.

What do you dislike about GLPI?

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. Review collected by and hosted on G2.com.

Recommendations to others considering GLPI:

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. Review collected by and hosted on G2.com.

What problems is GLPI 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. Review collected by and hosted on G2.com.

NP

Nikhil P.

Operations Engineer I

Small-Business (50 or fewer emp.)

1/16/2021

"A totally customizable tool for IT management,statistics and knowledge database."

3.5/5

What do you like best about GLPI?

- open source, any one can run and customize.

- one stop solution to manage administrative and financial tasks.

- plugins can help customizing to a great extent.

- control and track the hardware / software incidents

- excellent visual implementation

- improve the experience as much as user level as administrator.

- allows to have a control of the tickets and to give solution for the priority of the same besides generating reports

- easy enough to use and does the job

- modern style best web interface

- it is a versatile tool along with ease of use

- Open Source and you can modify the code.

- commutity

- allows to have a control of the tickets and to give solution for the priority of the same besides generating reports

- possible to associate the mail to create the ticket automatically

- possible to take to the follow-up of projects

- all the data available (incidents per month, time of resolution of incidents, delay of the service, etc) Review collected by and hosted on G2.com.

What do you dislike about GLPI?

- based on php makes me unsure if its as good as those tools based on other new technologies

- takes time for learning but that maybe the case other tool as well

- Lightweight Directory Access Protocol integration may not be stable

- can't use with postgres

- Not Being able to define our own hardware. Review collected by and hosted on G2.com.

Recommendations to others considering GLPI:

GLPi can be your go to option if you intend to deal in Servicedesk and Inventory.

It is an open source option where you can set different entities, rules, SLA. You can manage the IT inventory. Review collected by and hosted on G2.com.

What problems is GLPI solving and how is that benefiting you?

- management (Equipment status booking,Contracts and Documents,applications for assistance of all types)

- knowledge database

- reports

- IT assent management

- plugins

- projects statistics. Review collected by and hosted on G2.com.

LC

Luis C.

Cybersecurity Specialist

Mid-Market (51-1000 emp.)

10/15/2021

"The best solution for free calls"

4/5

What do you like best about GLPI?

It let me do calls for free and can communicate easier internationally Review collected by and hosted on G2.com.

What do you dislike about GLPI?

Not too intuitive to add funds while calling Review collected by and hosted on G2.com.

LA

Luis A.

Co Founder

Mid-Market (51-1000 emp.)

1/18/2021

"Best opensource ITIL software I ever used"

5/5

What do you like best about GLPI?

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. Review collected by and hosted on G2.com.

What do you dislike about GLPI?

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. Review collected by and hosted on G2.com.

What problems is GLPI 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 collected by and hosted on G2.com.

FS

fattah s.

Pre-Sales Manager

Small-Business (50 or fewer emp.)

3/1/2021

Business partner of the seller or seller's competitor, not included in G2 scores.

"GLPI - My Review"

5/5

What do you like best about GLPI?

IT Helpdesk System.

The ticketing.

The Inventory Review collected by and hosted on G2.com.

What do you dislike about GLPI?

As far that im concern,there is none as for now! Review collected by and hosted on G2.com.

Recommendations to others considering GLPI:

Perhaps you should try first. Since they offer with a easy setup via cloud and access to all modules for free in 45 days. Try now! Review collected by and hosted on G2.com.

What problems is GLPI solving and how is that benefiting you?

My escalation have been done perfectly. Together with their inventory that meet ITIL standards, it really help my organization in achieving such KPI Review collected by and hosted on G2.com.

EC

Eduardo C.

Sysadmin

Mid-Market (51-1000 emp.)

1/18/2021

"An indispensable tool for anyone who needs to have control over their IT resources"

4.5/5

What do you like best about GLPI?

Customization, Availability, data control. It's a fully adaptable solution, which you can use as is or adapt to your needs. Review collected by and hosted on G2.com.

What do you dislike about GLPI?

Nothing much. Mainly some more admin friendly usage. Review collected by and hosted on G2.com.

Recommendations to others considering GLPI:

It's important to have some expertise regarding the deployment and usage of GLPI. The initial configuration is quite important, and it can help to make or break the target. Review collected by and hosted on G2.com.

What problems is GLPI solving and how is that benefiting you?

Asset control and management, History tracking regarding maintenance. Review collected by and hosted on G2.com.