ARTICLES & NEWS
Blog — page 9
Technical articles about GLPI, AI automation and IT service management.
150 articles
Optimizing IT infrastructure with GLPI’s resource allocation tools
"How many people do we need on the helpdesk next quarter?" This is a planning question, not a guessing game — and GLPI has the data to answer it. Ticket volume ...
Enhancing IT support with GLPI’s ticketing system
A GLPI installation with 200 ticket categories and no structure is worse than one with 15 well-designed ones. Categories and templates are the intake layer — th...
Improving IT service delivery with GLPI’s self-service portal
Every ticket that a user submits by email or phone call costs agent time — reading the request, clarifying missing information, categorizing, assigning. A well-...
Automatic actions in GLPI: cron jobs for mailgate, SLA, and maintenance
Buried in GLPI's Administration menu is a feature called "Automatic actions." Most administrators glance at it during installation and never return. That's a mi...
Managing access risk in GLPI: profile design for tiered support
GLPI’s profile system is the access control layer for the entire application. Every action a user can take — creating a ticket, viewing an asset, modifying a bu...
Improving IT service management with GLPI’s service catalog
A service catalog answers one question: what can IT do for you? If users have to email someone, guess at a ticket category, or describe their request from scrat...
Enhancing IT support with GLPI’s knowledge base
An agent opens a ticket: "VPN not connecting." They’ve seen this before — three times this week. The fix involves clearing a cached credential and restarting a ...
Optimizing IT operations with glpi's ticketing system
A ticket arrives. Someone reads it, decides who should handle it, and manually assigns it. At 20 tickets a day, this takes a few minutes. At 200, it becomes a f...
SLA reporting in GLPI: achievement rates, violation patterns, management views
An SLA exists to set expectations. SLA reporting in GLPI exists to prove whether you met them. The difference between "we think we're doing well" and "here's th...
Software inventory in GLPI: license compliance and audit preparation
Most organizations know how many hardware assets they own. Far fewer know how many software licenses they are actually using — and almost none can tell you, on ...
Helpdesk automation in GLPI: ticket categorization and routing
Most GLPI installations start as a ticketing system. Someone submits a request, an agent picks it up, resolves it, closes it. That works at 20 tickets a day. At...
Improving IT service delivery with GLPI's change management features
In organizations where changes affect production systems, one person’s approval is rarely enough. A server migration needs sign-off from the infrastructure lead...