GLPI for IT helpdesk and assets

A unified system for internal IT service management: employees submit IT helpdesk tickets followed by technical support staff through to resolution, while every hardware asset, software package, and commercial license across the enterprise is tracked with its physical location, assigned custodian, and warranty status. You know exactly what equipment you own, which devices suffer frequent hardware failures, and which licenses approach renewal deadlines. The system runs on a server we host for you in Egypt.

If you are looking for an alternative to ServiceNow and Freshservice, this replaces:

• ServiceNow for IT service management (ITSM).
• Freshservice.
• Excel spreadsheets for tracking computer hardware, and chat groups for internal tech support requests.

• Helpdesk tickets submitted via web portal or email, with category tagging, urgency levels, and assigned support technicians.
• Service Level Agreements (SLA): designated target times for first response and resolution, with automated escalation warnings.
• Hardware asset inventory: desktop computers, monitors, printers, networking switches, and company mobile phones mapped by office location and user.
• Automated hardware discovery: lightweight local agents auditing hardware specs and installed software packages automatically.
• Software asset and license management: tracking seat counts and expiration dates, alerting before license expiries.
• Vendor contracts and warranty tracking per device.
• Ticket-to-asset linking: inspect complete maintenance and breakdown histories per hardware unit.
• ITIL-aligned problem and change management for mature IT engineering teams.
• Internal knowledge base documenting standard troubleshooting solutions for IT technicians and end users.
• Customer satisfaction surveys dispatched upon ticket resolution.
• Equipment reservation booking for shared assets like conference projectors and loaner laptops.
• Executive reports and dashboards analyzing support volumes, hardware asset values, and IT depreciation costs.

Built on GLPI, an open-source IT service management (ITSM) and asset management platform.

• Arabic: parts of the user interface are translated into Arabic with the remainder in English; support tickets, hardware descriptions, and data records in Arabic operate natively. We complete Arabic translation under customization.
• Hosting: we host it for you in Egypt, sizing server computing and database storage to your staff count and managed device inventory (infrastructure design).

• Part of: the IT management bundle.
• Integrates with: remote support and device management, remote desktop, and team password manager.
• For external clients rather than internal employees: customer service helpdesk.

• IT departments across enterprises and government institutions.
• Schools and training centers and factories maintaining extensive computer labs and hardware equipment.
• Small and medium enterprises wanting full visibility over their IT assets and software licenses.