Top GLPI Alternatives

Companies need a service desk management system to keep their servicing requests and solutions efficient and straightforward. Customer support is an integral part of every service and product-related company. Users of the services raise the issues they encountered, and they expect a reply from a support person soon. Failing to do so can negatively impact the reputation of the company itself. GLPI automates most of the tasks, including sending emails to support professionals and scheduling replies to the consumers.

ITIL compatible software

GLPI adheres to the latest ITIL v2 standards that dictate better categorization, service agreement, validation request, and implementation of workflows based on the issues raised by the customer. It allows users to register support tickets via the forum – as soon as the ticket is created, the system informs the support about the details mentioned. They can view and manipulate the lifecycle of the tickets from creation to assigning support and the resolution of the issues.

It helps them to link to knowledgebase articles and to quote parts from them to make the points clear. Configure automatic workflow based on the tickets and provide operational level agreements (OLA). The support people are allowed to include forms that trigger after the resolution of issues, to provide service feedback.

Inventory and asset management

It can also help in managing the inventory of products. It is effortless to create custom lists with product parts, peripherals, cables, and installed software on smart devices. Get complete historical logs of modification of each product serviced via the service center. It helps to store serial numbers of products and parts and check whether it matches the item given for repairs.

It also helps in virtualization from Host to VM and with other operating systems outside the same machine. Manage data centers and keep track of the lifecycle of a product by monitoring its service history. It also supports network discovery and local inventory discovery using FusionInventory or OCS plugins.

Data quality control

It controls the quality of data and helps to improve the working of the fleet manager. It can be useful to organize and optimize inventory data and provide accurate statistics. This helps to check if a device submitted for repair is genuine and purchased from the company. Serial numbers are verified, and the device has been confirmed that it exists, then it checks whether the item is imported or the parts are available within the country.

It also groups the inventory based on keywords that are found in the product descriptions or service requests. The managers can declare keywords and feed the rules to arrange them in the dictionary.

Analytics and status dashboard

GLPI tracks the service requests and creates charts and graphs based on resolved tickets and contributions of technicians on the issue. It can keep a check on how many tickets are marked solved and displays it in a graphical format for better understanding. This can be used to calculate the payments of tech support professionals.