GLPi

An excellent incident manager, software control and inventory management!

Commentaires : My experience with GLPI has been excellent. Initially I only used it to manage incidents and requests, however now I can use the problem management and change management module which has allowed me to solve many associated cases that were previously handled in isolation. In addition to the mentioned functionalities, we carry out the traceability of projects with their respective activities, where it is possible to notify each person involved of the status of the project. Another advantage of this tool is that it allows you to take inventory control of your organization and this adds value to the other features that I mentioned. In the free version you have extensive functionalities and in the paid version the support is very efficient when it comes to configuring your IT infrastructure based on the best ITIL practices. In particular I recommend 100% to all users.

Avantages :

In my assessment GLPI is a very complete software package that has innumerable advantages for an IT company, it is based on the vertical of ITIL to manage the IT resources of an organization. Through this powerful tool it is possible to manage the inventory of assets of a company, perform support tasks through the management of incidents, problems and changes, allows you to manage your projects and create knowledge bases and manage inventories. In particular I use it in the company with various purposes, from incident management to project monitoring and hardware control of our network.

Inconvénients :

Currently I do not have to contribute in relation to the tool, since as it has been updated it has solved practically all the issues compared to a year ago. The community keeps this package updated, and hence the value of being supported in open source.

One application for all IT Solutions

Commentaires : We have been using this software from years now and it has helped a lot to keep track of assets and all the call or tickets reaised, Also can be tracked all the remedy provided.

Avantages :

This single software has many components software which has helped a lot in tracking the asset and the tickets raised along with solution provided history. All the assets are once updated into the system, It has helped to track assets in and out. It also provides desk support feature by which any body in organization can raise a request and can be tracked the same.

Inconvénients :

Manual updation, all asset entry has to be done manually. There is no feature for auto discovery like in OCS. Since it is a paid software subscription is required.

Comprehensive administration of IT resources, but not very friendly and dated interface

Avantages :

It is free, and even if you are not dealing with IT resources, you can tailor this software to use it to manage your support service. I have used it a couple of years to manage an academic research laboratory in a public University, but migrated to another solution because usability drawbacks and old-fashioned interface. Anyway, I do recommend it for people working with IT, because it is rich inbuilt-in features that makes easier to use it for the purpose he was originally designed for. On the user side, however, the software works without much problems.

Inconvénients :

The interface is dated, and initially may be very difficult to find where are the settings that the administrator want/need to change.

GLPI easy to use and very capable for a single or multiple organizations

Commentaires : At least two years using the solution to support several customers, multiple support groups and inventory management including licenses, configurations and email following

Avantages :

The hability to support multiple organizations in an easy workflow with business rules

Inconvénients :

Not being able to use a mailbox per customer (Entity)

Good open source service management platform

Commentaires : Using that was ok with no big problems. The main point would be the reports and how to export information from there to have dashboards to support business.

Avantages :

It is an ITSM that guarantee the management of large IT infrastructures with lots of assets.

Inconvénients :

It is an expensive tool and it is not easy to configure to have the broad view of all information in there.