GLPI Tool Best Practices – Training Summary

The training successfully covered the key aspects of using GLPI (Gestionnaire Libre de Parc Informatique) effectively within an IT management environment. The following topics were addressed:

• Introduction to GLPI: Overview of the platform, its purpose, and core modules (Assets, Tickets, Knowledge Base, etc.).
• Asset Management: Best practices for inventorying and managing hardware, software, and network components. Emphasis was placed on data accuracy and the use of automated inventory tools (like FusionInventory or OCS Inventory).
• Helpdesk and Ticketing System: Efficient management of incidents and service requests. Participants learned how to categorize, assign, and follow up on tickets, ensuring proper documentation and user communication.
• Change and Problem Management: Use of GLPI to track and manage changes, problems, and their impact on the IT infrastructure.
• User and Group Management: Setting roles, permissions, and user profiles to maintain security and streamline workflows.
• Knowledge Base Usage: Creating and maintaining an internal knowledge base to reduce ticket volume and improve support efficiency.
• Customization and Configuration: Adapting GLPI to organizational needs, including interface adjustments, custom fields, and notification settings.
• Best Practices and Real-life Scenarios: Application of ITIL-aligned practices to improve service delivery, accountability, and traceability.

The course emphasized practical exercises and real-world use cases, enabling participants to apply what they learned directly to their organizational context.