Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 9
Top Performing Features
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Cat avg: 8.2
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Cat avg: 8.6
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Cat avg: 8.3
Worst Performing Features
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Cat avg: 7.9
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Cat avg: 8.3
Asset management dashboard
Dashboard showing organization's software portfolio
Cat avg: 8.1
GLPI Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
9.0+8%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2
ITSM asset management
Managing all IT assets and enforcing policy rules
8.5+4%
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 8.1
Change management
Ensuring standardized processes for making changes to IT infrastructure
9.5+13%
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6
GLPI Features from the Vendor
Incident and problem management
Vendor-reviewedOrganize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Vendor-reviewedConfiguration mangement
Database for tracking and reporting all business assets
Asset management dashboard
Dashboard showing organization's software portfolio
Change management
Vendor-reviewedChange requests repository
Single repository of all planned changes and releases
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Additional Features
Vendor-contributedKnowledge Base
Project Management
LDAP
Financial Management
Software & licences management
Kanban board
SSO