GLPI configuration for incident, service request and problem management

Improve your ITSM processes by tuning up your GLPI!

Choose a date
Price

495 €  + taxes

Length

1 day

Number of attendees

6 - 12

(Minimum number of 6 participants)

Course goals

The course will provide knowledge about GLPI configuration for selected ITSM processes (incident management, service request management and problem management – ISRP).

Course dates

Date and place Price without tax Free spaces
23. April 2024
ONLINE 		550 €
495 € 		No
Date and place 23. April 2024
ONLINE
Price without tax 550 €
495 €
Free spaces No
  • You will get an understanding of best practices for ISRP processes
  • You will get a capability to configure GLPI for ISRP processes
  • You will get practical hints for specific organizational scenarios
  • You will be able to plan implementation of ISRP processes
  • Process managers
  • IT managers responsible for IT support teams
  • GLPI administrators
  • Members of project teams responsible for the implementation of ITSM processes
  • Introduction of ISRP processes
  • Relationships between processes
  • ITIL categories and service catalogue
  • General setup for Assistance
  • Entities setup for Assistance
  • Introduction of Incident management
    • Incident lifecycle in GLPI
    • Prioritization of incidents
    • Design and setup dropdowns
    • Desing and setup supporting groups
    • Design and setup profiles
    • Design and setup notifications
    • Hints for usage of tickets templates
    • Autoclose and satisfaction survey setup
    • SLAs for incident
  • Introduction of Service request management
    • Service request lifecycle in GLPI
    • Approvals of service requests
    • Setup profiles for Self-service
    • Self-service portal
    • Authentications and SSO
    • SLAs for service requests
  • Introduction of Problem management
    • Problem lifecycle in GLPI
    • Design and setup dropdowns
    • Desing and setup supporting groups
    • Design and setup profiles
    • Design and setup notifications
    • Using Knowledge base for known errors
  • The course is led by lecturers with the ITIL®4 Managing Professional certification, but also by experienced consultants with many practical GLPI implementation projects.
  • The course combines ITSM knowledge with GLPI administration skills
  • Interactive online course provided via Teams (Participant do not need to install or have a Teams, just internet connection and browser)
  • The course language is English.

Watch our free webinar:

Webinars

GLPI: Service level management and customizations

ONLINE
Price:
free

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