GLPI

GLPI

by Antoine CAVELIER
on {% date_published %}

Mixvoip x GLPI

Summary

 
Consolidated internal and customer assets into GLPI as a single source of truth.
  • Provisioning time down from ~60–70 minutes to ~20 minutes per laptop (≈ 66% faster).
  • Asset accuracy boosted from 72% → 99%; assignment errors cut by ~89%.
  • Workload reduction: inventory effort reduced by ~40%; 100+ technician hours saved per quarter.
  • Customer experience: self‑service visibility; asset inquiries down ~75%.
  • Extended beyond IT: Fleet Management now runs in GLPI, eliminating Excel trackers.
  • Next step: unify ticketing in GLPI by mid‑2025 for richer analytics and SLA dashboards.
“GLPI brought structure and visibility to everything, from laptops to vehicles. It’s no longer just an IT tool, it’s part of how we run the business.” - Head of IT Operations, Mixvoip

Business context & challenge

 
Mixvoip is a telecom and IT solutions provider based in Luxembourg serving local and international clients. Rapid growth created complexity across internal and customer infrastructures:
  • Fragmented data in spreadsheets and disparate systems
  • Time‑consuming manual updates and reconciliations
  • Weak mapping between devices and users
  • Limited transparency for customers about their own assets
The goal: a centralized, extensible platform aligned with Microsoft Entra (Azure AD) and ready to scale.

Why GLPI

 
GLPI offered the right mix of openness and power for Mixvoip’s hybrid environment:
  • Helpdesk & service catalog to standardize requests and SLAs across teams.
  • CMDB & asset management with rich data model (hardware, software, contracts, suppliers, budgets).
  • Extensible rules engine for smart ownership and lifecycle updates.
  • Identity integration (SSO and directory sync) to keep users and access in lockstep.
  • Marketplace ecosystem and API for continual enhancement and automation.

Implementation summary

 
Phase 1 — Internal deployment (Q3 2023)
  • Rolled out for internal hardware inventory.
  • User synchronization & SSO with Entra to improve ownership mapping.
  • 1,800+ assets imported and validated in under two months.
Phase 2 — Custom development
  • Automatic Assignment Module: creates assignment entries automatically based on rules and new evidence (agent runs, directory updates).
  • Fleet Management Module: gives admin teams full vehicle lifecycle management within GLPI (insurance, leases, mileage, maintenance).
Phase 3 — Customer onboarding (early 2024)
  • 15+ customers onboarded.
  • Self‑service access to their assets, locations and statuses.
  • Real‑time visibility replaces monthly spreadsheet exchanges.

What GLPI unlocked at Mixvoip

Unified request intake

Standardized forms and categories via the service catalog help non‑technical users describe issues consistently. SLAs/OLAs and templates reduce triage time and set clear expectations.

Stronger ownership & governance

Entities and profiles segment internal vs. customer data, ensuring least‑privilege access. The rules engine auto‑assigns owners, locations, and cost centers, reducing drift and audit noise.

Inventory you can trust

GLPI Agent provides near‑real‑time device facts; discovery and network inventory complement endpoint coverage. With assignment automation, orphaned or duplicate devices are drastically reduced.

Financial clarity

Budgets, contracts, and supplier links sit alongside the assets they fund and support. Renewals, warranties, and license compliance are visible without leaving the platform.

Automation‑ready by design

A robust REST API and webhooks enable exports, synchronizations, and automated updates. Mixvoip connected GLPI to existing workflows for provisioning and reporting.

Evolving via plugins

From dashboards to cloud inventory, plugins keep GLPI adaptable. Mixvoip’s own modules accelerated fit and adoption without locking the company into a vendor roadmap.

Results & KPIs

 
Area
Before
After GLPI
Improvement
Laptop provisioning time
60-70 min
20 min
↓ ~66%
Asset accuracy
72%
99%
↑ +27 %
Assignment errors / month
45
<5
↓ ~89%
Time spent on inventory tasks
60 h / month
36 h / month
↓ ~40%
Customer asset inquirie
80+ / month
<20 / month
↓ ~75%

Operational gains

 
  • 5,000+ assets managed in GLPI (internal + customers)
  • 1,200+ records automatically updated daily through directory/SSO‑driven processes
  • 100+ hours saved per quarter for technicians
  • 92% satisfaction across onboarded customers
  • 7 departments using customized deployment packages

Risk & compliance

 
  • Role‑based access (profiles) separates internal vs. customer data
  • Audit logs and history on assets, assignments, and updates
  • Centralized lifecycle and ownership tracking improves audit readiness
  • Backup/DR routines and upgrade paths keep the platform resilient

Lessons learned & ROI

 
  • Start small: begin with one internal use case, expand quickly after proof of value.
  • Automate early: directory/SSO alignment and rules engine save hundreds of hours.
  • Involve non‑IT teams: fleet and admin gained major benefits from shared data.
  • Extend via plugins: custom modules aligned GLPI perfectly to Mixvoip workflows.

Quantified impact (at a glance)

 
  • 66% faster provisioning
  • 27‑point data‑accuracy gain
  • 75% fewer customer asset inquiries
  • 100+ hours/quarter saved
 

FAQ

 
Q1: Why GLPI over other ITAM tools?
  • Open‑source flexibility, a rich data model, and a strong plugin ecosystem—plus identity integration and automation out of the box.
Q2: How did you reduce provisioning time?
  • Standardized deployment flows plus assignment automation and accurate device/user mapping.
Q3: Can non‑IT teams use GLPI?
  • Yes—profiles and views support admin teams for fleet/finance duties without exposing IT data.
Q4: What changed for customers?
  • Self‑service access to up‑to‑date asset lists, status, and history eliminates monthly email exchanges.
Q5: What’s next?
  • Migrate ticketing to GLPI by mid‑2025 for unified analytics, SLA dashboards, and tighter asset‑incident linkage.

Talk to an expert

Speak directly with our experts who are ready to provide insights and answers.

TLDR: How Mixvoip streamlined IT operations with GLPI

  • Mixvoip implemented GLPI to consolidate internal and customer assets into a single source of truth
  • Key improvements:
    • Laptop provisioning time reduced by ~66% (from 60-70 to 20 minutes)
    • Asset accuracy improved from 72% to 99%
    • Assignment errors cut by ~89%
    • Inventory workload reduced by ~40%, saving 100+ technician hours per quarter
    • Customer asset inquiries decreased by ~75%
  • Implementation phases:
    • Internal deployment (Q3 2023): 1,800+ assets imported in under two months
    • Custom development: automatic assignment and fleet management modules
    • Customer onboarding (early 2024): 15+ customers with self-service access
  • GLPI benefits included unified request intake, stronger ownership tracking, reliable inventory, financial clarity, automation capabilities, and plugin extensibility
  • The platform now extends beyond IT, with Fleet Management running in GLPI instead of Excel
  • Next step: unifying ticketing in GLPI by mid-2025 for better analytics and SLA dashboards
Updated on 2025-12-13