GLPI 11 for Service Managers – service catalog, SLAs and CMDB

After completing this course, participants will:

• • Turn GLPI 11 into a real Service Management cockpit – not just a ticketing tool, but a central place to steer services, performance and improvements.
  • Design a self-service portal and service catalog that people actually use – clearly structured, easy to navigate and aligned with how your business works.
  • Use ITIL-aligned categories and priorities to bring order into chaos – better data quality, easier reporting and faster decision-making.
  • Set up and fine-tune SLAs/OLAs with confidence – know where to attach them, how to monitor them and how to react when they are at risk.
  • Understand and use CMDB service layers and Impact Analysis – see which services and customers are affected by incidents and changes, not only which server is down.
  • Work with dashboards and KPIs to manage performance – quickly see what needs attention today, where the bottlenecks are and which services need improvement.
  • Establish practical daily and monthly routines for Service Managers – a clear checklist of activities to keep GLPI under control and your services continuously improving.

• Service Managers / IT Managers
• Process owners (Incident, Request, Change, CMDB)
• Leads of Service Desk / Operations teams
• anyone who is responsible for service quality, SLAs and reporting in GLPI, not just clicking through tickets.

Role of the Service Manager in GLPI 11

• How GLPI supports service delivery and overall customer experience
• What a Service Manager should see, control and decide in GLPI
• Governance basics: responsibilities, access rights and data ownership

Self-service portal & service catalog

• Designing a clear entry point for employees and customers
• Defining understandable service offerings and categories (in business language)
• Aligning the catalog with business services and support teams
• Using knowledge articles to reduce call volume and speed up resolution

Managing requests, incidents and team workload

• Distinguishing service requests and incidents from a business impact perspective
• Using categorisation and priority to reflect urgency and business criticality
• Monitoring open work across teams and identifying bottlenecks
• Ensuring critical issues are visible, escalated and resolved in time

Service levels (SLAs/OLAs) in practice

• Translating business expectations into measurable service targets
• Setting realistic commitments for different services and customer groups
• Monitoring service level performance and reacting to risks early
• Communicating service level results to customers and management

Service-based CMDB and business impact

• Creating a service view that business stakeholders can understand
• Linking applications, infrastructure and suppliers to business services
• Seeing which customers and services are affected by outages and changes
• Using impact information in decision-making and stakeholder communication

Reporting, dashboards and continual improvement

• Selecting a practical KPI set for Service Managers
• Using GLPI dashboards as a daily “management cockpit”
• Identifying trends, recurring issues and improvement opportunities
• Supporting management reporting and regular governance meetings

• ITIL/ITSM best practices + GLPI in one package
  The course is led by lecturers with ITIL®4 certification and by experienced consultants who have delivered many real GLPI implementation projects. You don’t get only theory or only tool training – you get both.
• From process to click – end-to-end view
  We connect ITSM best practices (service catalog, SLAs, CMDB, reporting) with concrete GLPI administration skills – how to set it up, how to use it as a Service Manager, and how to keep it under control over time.
• Service Manager perspective, not “just GLPI training”
  The course is designed specifically for the Service Manager role: focus on services, performance, business impact and communication to stakeholders – not only on how to create tickets.
• Practical, based on real projects
  Examples, recommendations and “do/don’t do” tips come directly from real GLPI deployments in organisations similar to yours, so participants can immediately apply what they learn.

• 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.