ARTICLES & NEWS
Blog — page 4
Technical articles about GLPI, AI automation and IT service management.
153 articles
AI in ITSM: what actually works today, and what's still demo-ware
The question worth asking about AI in ITSM isn't whether it's "the future" — it's which pieces actually hold up in a live service desk and which ones fall apart...
AI in ITSM: what works today and what reliably doesn't
Every ITSM vendor now claims AI will transform service delivery. Some of these claims hold up. Most don't. Here's an honest breakdown of what AI can actually do...
GLPI implementation: 6 phases from discovery to post-launch support
Most GLPI implementation guides read like a features list. The reality is messier: you have legacy data in three spreadsheets, a team that has never used a tick...
The end-user portal in GLPI: what self-service users actually see
Most GLPI deployments think hard about the agent's view — the queue, the saved searches, the priority matrix — and forget that the requester sees a completely d...
Approvals in GLPI without email chains: workflow inside tickets
Email approvals work — until they don't. The approver is on holiday, the reply-all chain forks into three threads, somebody types "OK" on a phone without contex...
GLPI: The key to seamless IT and business integration
GLPI is usually deployed as an IT helpdesk and asset management tool. But the platform supports ticketing, approvals, and task tracking for any internal process...
GLPI workflows: what they actually do and where they stop
GLPI workflows aren't about replacing paper. Most organizations stopped shuffling paper around years ago — the real baseline today is a mess of email threads, s...
GLPI: the foundation for smarter decision-making across departments
GLPI is an ITSM tool, not a BI platform. It is not going to replace Power BI or Metabase, and it is not where finance or HR will be running their analytics. But...
From email threads to one ticket queue: what centralizing actually changes
Most articles about centralized ticketing start with a cartoon of stressed workers buried in paper. Nobody is actually buried in paper anymore. The real baselin...
GLPI: Bringing visibility and control to business operations
GLPI collects data on every ticket, every asset, and every process. Most organizations never use that data -- they have the system but no visibility. The dashbo...
What GLPI business rules can and can't automate
"Automation" is one of the most oversold words in ITSM marketing, and the GLPI business rules engine catches some of that glare. The honest picture is narrower ...
HR onboarding and offboarding workflow in GLPI: the parent ticket and its children
A new hire starts Monday. That fact is the input to between six and twelve independent pieces of work, spread across HR, IT, identity management, facilities, fi...