FR 
EN Custom IT services & Cloud App deployment for schools, universities, and non-governmental organisations
Education is the most powerful weapon which you can use to change the world.
Nelson Mandela
Cost savings, efficiency benefits, freedom and autonomy
Did you know that Airbus does not pay anything for its ticketing system and for its IT equipment management system?
And as a matter of fact, the same situation also applies for many educational establishments who chose the same solution as Airbus did: the Sorbonne, the Every university, the côte d'Azur university, the school group Notre Dame Castres etc.
This software is named GLPI and is one of the free and open-applications that we propose.
GLPI who was created more than 20 years ago, is the result of the collaborative work of many independent developers but is also constantly maintained and improved thanks to a private company of more than 200 hundred employees who provide non mandatory hosting and support services, this company is known as TecLib
Collaborative repository of the project
Official website
Wikipedia page
Interview from its founders (in French)
And as a matter of fact, the same situation also applies for many educational establishments who chose the same solution as Airbus did: the Sorbonne, the Every university, the côte d'Azur university, the school group Notre Dame Castres etc.
This software is named GLPI and is one of the free and open-applications that we propose.
GLPI who was created more than 20 years ago, is the result of the collaborative work of many independent developers but is also constantly maintained and improved thanks to a private company of more than 200 hundred employees who provide non mandatory hosting and support services, this company is known as TecLib
Thanks to the collaborative nature of this project which has involved many different actors since its beginning, it is not destined to become a paid software in the future except for support services, remote hosting or customization.
Collaborative repository of the project
Official website
Wikipedia page
Interview from its founders (in French)
Let’s take the example of ticketing systems which provide you with tools with plenty of advantages over traditional mailboxes :
Clear visibility of the resolution chain
-From main tickets(parents), secondary-tickets can be created(children) and their status are visible inside the parent ticket which allows you to know directly where a request may be blocked.
-Each person or groups of persons involved in a ticket are assigned to specific roles for the present ticket : person in charge, watchers, requester, external partners.
-Tickets have a transfer capacity from one department to another coming along with an action log showing any performed action.
Information clarity and communication efficiency
-Tickets can be linked to any item type: project item, global task, localization, requirement, group, but also to knowledgebase items which allows the use of centralized solutions.
This last feature lets your employees easily identify which tickets have received a specific solution from the knowledgebase. If one comes to modify the knowledgebase item, then the linked tickets have their solution updated.
-The custom forms for your departments requests will help you to collect pertinent information thanks to mandatory fields and conditional fields.
-On ticket creation, other similar tickets are suggested in order to avoid duplicate tickets.
Check out here pictures of those features among plenty of other
Clear visibility of the resolution chain
-From main tickets(parents), secondary-tickets can be created(children) and their status are visible inside the parent ticket which allows you to know directly where a request may be blocked.
-Each person or groups of persons involved in a ticket are assigned to specific roles for the present ticket : person in charge, watchers, requester, external partners.
-Tickets have a transfer capacity from one department to another coming along with an action log showing any performed action.
Information clarity and communication efficiency
-Tickets can be linked to any item type: project item, global task, localization, requirement, group, but also to knowledgebase items which allows the use of centralized solutions.
This last feature lets your employees easily identify which tickets have received a specific solution from the knowledgebase. If one comes to modify the knowledgebase item, then the linked tickets have their solution updated.
-The custom forms for your departments requests will help you to collect pertinent information thanks to mandatory fields and conditional fields.
-On ticket creation, other similar tickets are suggested in order to avoid duplicate tickets.
Check out here pictures of those features among plenty of other
As you may already know : a specificity from an IT provider or simply from a software is that an infrastructure may quickly become highly bound and defendant to it as it may technically or financially be difficult to switch to another ressource.
Here, the right for freedom and autonomy are defended thanks to good practices :
-Set up of a local hosting for your tools&services or remotely in a data center of your choice or following our recommendations
-Training classes for your employees for the chosen tools or services.
-A clear documentation for both your end users and technical employees.
-Access to a forum to interact with other IT employees from other companies using the same tools and services.
Note that most of the It solutions that we propose do have their own online forum and Github repositories where technical issues are publicly discussed.
Learn more about our deployment process
Here, the right for freedom and autonomy are defended thanks to good practices :
-Set up of a local hosting for your tools&services or remotely in a data center of your choice or following our recommendations
-Training classes for your employees for the chosen tools or services.
-A clear documentation for both your end users and technical employees.
-Access to a forum to interact with other IT employees from other companies using the same tools and services.
Note that most of the It solutions that we propose do have their own online forum and Github repositories where technical issues are publicly discussed.
Learn more about our deployment process
Numerous tools customized according to your needs
Ticketing & SupportRequest management |
| Answer directly by email without the need to connect on line |
| Task planification and private notes for your employees inside the conversation thread with the person making the request |
| Custom forms with mandatory and conditional fields |
| Request approvals set up with a percentage of members of a group |
| Duplicate item detection/similar items visible at the moment of the ticket creation |
| Children(secondary) ticket creation with status visibility inside the main ticket(parent ticket) |
| ... |
| More info |
Community managementPrivate or public forum and instant messaging tools |
| Answer to conversations by email without login |
| Specific user mentions inside the conversations to generate single mail notifications toward this user only |
| Answer notifications by pop-up inside the browser and availability status, |
| Subscriptions to categories with email notifications |
| Event creation |
| Follow-up of users having different roles |
| Moderation and private threads |
| ... |
| More info |
Resources managementManage your equipement and its stock |
| Cost management, licenses, providers |
| Localization |
| Tickets/requests can be assigned to equipments directly |
| Knowledgebase items can be linked to equipments or equipment groups |
| End-user equipment attribution and employee in charge |
| Life cycle and history log |
| Booking authorization per equipment |
| ... |
| More info |
Collaborative workInternal & external communication |
| Data sharing with permission/access management |
| Newsletters and contact list |
| Intranet, blogs, and private or public information pages |
| Chat rooms(public or private) |
| Instant messengers |
| Knowledge base with access management |
| ... |
| More info |
Booking and RSVPWorkshops, events, équipements, workforce |
| RSVP for events, meetings, workshops, etc. |
| Check-in and check out for any equipments and automated reminders |
| Individual calendars for equipements and rooms |
| Global workforce availability calendar |
| Notifications, reminders, updates |
| External calendar imports |
| Internal calendar exports and synchronization |
| Modification history/log |
| ... |
| More info |
Tailor-made applicationsAccording to your needs and available on multiple plateforms |
| Web applications, Iphone & Android |
| More info |
A step by step deployment preparation
Step 1
Establishment of your departments practical and technical needs
Each environment has its own specifcities and it important that anyone involved in it can express its own technical and practical needs.
We are open to discuss, with each departments, in order to understand:
- the current way of working with the tools that are already in place
- the expectations regarding the new tools and how they see themselves using it.
We are open to discuss, with each departments, in order to understand:
- the current way of working with the tools that are already in place
- the expectations regarding the new tools and how they see themselves using it.
Summaries from the mentioned points and requests can be made and validated with a local person responsible with it department.
Those summaries will be used according to what is feasible as a roadmap to help deploying the new tools with a configuration fitting the different departements.
Step 2
Technical feasibility analysis
In accordance with your choice for a local or distant hosting, we will analyze with your technical teams how your users will connect to the new tools from your internal network and discuss the implementation of the sign-in method.
If you choose a local hosting of the services, it will also be necessary to evaluate what can be done in regard of the present hardware infrastructure.
Both for remote or local hosting we also need to know the needs in terms of traffic, availability, redundancy, and backups for the services/tools that are being deployed.
If you choose a local hosting of the services, it will also be necessary to evaluate what can be done in regard of the present hardware infrastructure.
Both for remote or local hosting we also need to know the needs in terms of traffic, availability, redundancy, and backups for the services/tools that are being deployed.
Other technical analysis may be necessary, like for the import(or the connection to) your current databases within the newly deployed tools: CMDB(IT inventory), stock, users list, present knowledge bases, folders etc. The latest and other databases must be checked in order to know what technical means are necessary for their import and/or conversion or how to connect them within your network.
Step 3
Administrative an practical implementation lay-out proposal
Based on step 1
Step 4
Step 5
Discussions and adjustments until project approval
Based on the step 3 and 4 proposals
Step 6
Technical roll-out project establishment
Based on the approved proposal from step 4
Step 7
“Get started with the new tools” practical migration roll out project establishement
Based on the approved proposal from step 3
Step 8
Discussions, adjustments, approvals, and agreement on a start date
Based on the technical and the practical implementation roll-outs projects from steps 6 & 7
Open-source and collaborative development projects often lead to the creation of unique innovative features thought for users and/or made by users.
The latest applies for the suite of tools GLPI who via its site dedicated to improvement proposals, allows to vote for new features.
Here are a few examples of features which were for some of them thought by users and which can have for the majority an individual configuration according to the needs of your departements :
Here are a few examples of features which were for some of them thought by users and which can have for the majority an individual configuration according to the needs of your departements :
Information centralization to generate communication and organizational clarity
Ticket threads, gathering tasks, calendars, resources, privates notes, status, and external communications
Forget slowed down work caused by decentralized information like it is the case with traditional mailboxes.
Work instead in a stream gathering task attribution, resources calendar view, private notes, status, and the communications with the end-users and external third parties.
Work instead in a stream gathering task attribution, resources calendar view, private notes, status, and the communications with the end-users and external third parties.
Email answers without the need to log-in
Without login-in, your end-users can answer from their mailbox directly to their tircket updates.
You may also add to the ticket persons outside your organization who don’t have an account in your system like external partners so that they can follow the ticket or answer to it without authentication.
You may also add to the ticket persons outside your organization who don’t have an account in your system like external partners so that they can follow the ticket or answer to it without authentication.
Automatically generate approvals requests when a ticket is created
According to the selected categories, you may define a percentage of persons necessary for approving the request before it is treated.
And for example in a situation where only 1 person is necessary to approve the request, then the first person approving it will cancel the need for other persons in the approval group to validate it as well.
And for example in a situation where only 1 person is necessary to approve the request, then the first person approving it will cancel the need for other persons in the approval group to validate it as well.
Knowledge base with access restriction and linked to tickets
Generate knowledge bases and limit its access according to profiles, groups, and define start and end date for its visibility.
You may also integrate knowledge base items directly to FAQ so that it appears on groups, users, or department start pages.
You may also integrate knowledge base items directly to FAQ so that it appears on groups, users, or department start pages.
Welcome page communications can bet targeted according to departements, profiles, users and groups, acting like custom dashboards
Welcome pages for the ticketing interface can have custom information according to departments, groups, profiles, and for a certain duration.
Thanks to this feature, your users can be informed on the status or the evolution of certain situations. This diminishes the redundancy of tickets and gives up to date information for your users.
Thanks to this feature, your users can be informed on the status or the evolution of certain situations. This diminishes the redundancy of tickets and gives up to date information for your users.
Link any type of resources to your tickets and and give roles to its participants
Link your tickets to equipment, locations, knowledge bases, projects, and choose which user or group of users are in charge of the ticket, requesting it, or just watching it.
External persons to your organization may also be added as watchers so that they can follow or answer to the ticket by email without the need to identify.
External persons to your organization may also be added as watchers so that they can follow or answer to the ticket by email without the need to identify.
Improved management of projects, resources, and stocks
Gérez vos projets en connectant tâches, tickets, ressources, coûts et échéances
Each departments has its own project management interface that can be customized for many elements like resources, costs, teams, categories of tickets, tasks, etc.
Tools like GANTT diagram, the KANBANs help to apply work methods like ITIL, AGILE, SCRUM, ...
Tools like GANTT diagram, the KANBANs help to apply work methods like ITIL, AGILE, SCRUM, ...
Resources with custom fields, life cycles, and reservations
Personalize your equipment’s attributes and follow their status, life cycles, localization, ownership, characteristics, etc.
Authorize or not equipment bookings and follow the ongoing reservations directly from the material page or on a global calendar
Authorize or not equipment bookings and follow the ongoing reservations directly from the material page or on a global calendar
Advanced search can be saved and shared for any type of content
Search with precision your tickets and its resources thanks to conditional filters.
Save your favorite searches and access it easily like you would access to your folders on a mailbox.
Saved searches can be shared and linked to specific profile or groups. This is especially useful for example for new employees.
Save your favorite searches and access it easily like you would access to your folders on a mailbox.
Saved searches can be shared and linked to specific profile or groups. This is especially useful for example for new employees.
Global planning with calendar import and export
Export your users calendars, groups, projects, and have a bi-directional synchronization thanks to the universal caldav format.
Import external calendars (protonmail, mailbox.org etc.) in the global planning and give them color codes(uni-directional synchronization).
Import external calendars (protonmail, mailbox.org etc.) in the global planning and give them color codes(uni-directional synchronization).
And even more features thought by and for users in order to make everyone’s life easier
Create secondary tickets(children tickets) whose statuses are visible in the main ticket(parent ticket)
Have a clear vision over the elements influencing the resolving of a request thanks to children tickets whose statuses are visible directly in the parent ticket or on a ticket dashboard that you can set up with many filters.
Localization of your resources on an individual or global map
Each resource can receive a position that will be visible on the resource page directly or on a global map.
Tickets can have a location on their own but you may also link an equipment to ta ticket to give it an even more precise location.
Tickets can have a location on their own but you may also link an equipment to ta ticket to give it an even more precise location.
Automated actions according to rules and conditions
-Simple rule example : automatic reminder to users with “pending user information” tickets since x days.
-Advanced rule example : Send notifications to a helpdesk manager when after 2 reminders a user from a specific location has not answered to questions asked in its ticket which is in a specific category.
-Advanced rule example : Send notifications to a helpdesk manager when after 2 reminders a user from a specific location has not answered to questions asked in its ticket which is in a specific category.
Contact form
We come back to you as soon as possible
If a system is not available, please choose the «infrastructure technical support» category. Doing so will help us to take care of the situation urgently.
