The installation of a IT service management system can radically transform how your support team operates. Among the most popular open source solutions on the market, one stands out: GLPI (Gestionnaire Libre de Parc Informatique). In this article, we will guide you through best practices for GLPI implementation to run successfully within your organization.
Why implement GLPI in your support team?
Before we move on to the installation practices, it's important to understand the value of this platform. GLPI is a complete IT management tool that allows you to manage assets, control calls, automate tasks, and generate detailed reports. All of this contributes to improving efficiency and user satisfaction.
Main advantages of GLPI:
- Open source platform, no licensing costs.
- High level of customization.
- Active community and constant updates.
- Integration with other IT tools.
The most common challenges in support management
Many support teams face difficulties such as:
- Lack of control over IT assets.
- Slow resolution of requests and incidents.
- Difficulty in measuring performance.
- Lack of effective communication between departments.
Negative impact of disorganized processes
Without a structured system, team productivity is compromised. Duplicate requests, task assignment errors, and lack of historical records are just some of the symptoms. Average response times increase and internal user satisfaction decreases.
Solution: GLPI implementation with best practices
To get the most out of the tool, it is essential to follow a structured implementation process. See below for best practices:
1. Set clear goals
Before starting the implementation of GLPI, it is essential to define:
- What needs do you intend to solve?
- Which KPIs will be monitored?
- What features are a priority for your team?
2. Prepare the asset inventory.
One of the most powerful features of GLPI is the asset management. For that:
- Collect information about all hardware and software in use.
- Sort by type, location and condition.
- Import the data into the GLPI database.
3. Configure user profiles
Define who has access to what:
- Support technicians
- Coordinators
- Managers
- End users
This way, you ensure data security and optimize workflows.
4. Customize order forms
Adapt ticket forms to your company's reality:
- Mandatory fields
- Request categories
- Priorities
- SLA (Service Level Agreement)
5. Automate recurring tasks
GLPI allows you to configure rules for:
- Automatic ticket assignment
- Email notifications
- Automatic closing of inactive tickets
6. Integrate with other tools
Further improve efficiency by integrating GLPI with:
- Active Directory
- Monitoring tools
- Backup platforms
7. Form the team
No tool will be effective if users are not well prepared. Invest in team formation:
- Practical sessions
- Guides and reference manuals
- Periodic update sessions
8. Continuously monitor and optimize
Implement custom dashboards and reports to:
- Track KPIs
- Assess compliance with SLAs
- Identify bottlenecks and opportunities for improvement
Additional tips for an effective GLPI implementation
- Start with a pilot project in just one department.
- Collect constant feedback from the team.
- Adapt the configuration to the company's culture and needs.
GLPI Implementation: A Structured Path to Success
When you implement GLPI with these best practices, your support team becomes more organized, productive and results-oriented. Asset control improves, response times are reduced and user satisfaction increases.
Remember that implementation doesn't end with the installation of the tool. It's an ongoing process of improvement, training, and adaptation. To learn more, get in contact with us.
