GLPI FAQ: open-source ITSM, answered

GLPI is a powerful open-source ITSM platform that centralises service management, asset tracking and support in one place. It appeals to teams looking for a capable, flexible solution without per-agent licensing costs. This FAQ answers the questions we hear most often from organisations evaluating or rolling out GLPI, and explains where BDQ helps. If your question is not covered, the Ask-a-Question form below goes straight to a consultant.

GLPI fundamentals

What is GLPI, and how can it benefit my organisation?

GLPI is an open-source ITSM platform that centralises service management, asset tracking and support. It appeals particularly to teams that want a cost-effective and flexible solution without the licensing overhead of proprietary tools — while still covering the core capabilities an IT service desk needs.

Is GLPI ITIL-compliant?

Yes. GLPI supports ITIL-aligned practices, including dedicated incident, problem and change management modules. As with any tool, the framework support is only as good as the process you put behind it — but the building blocks are there.

Is GLPI enterprise-ready?

Yes. GLPI is scalable and secure, and it is used globally by governments, universities and large corporations. BDQ supports enterprise deployments end to end, from design through to ongoing operation.

Capabilities

Does GLPI include a knowledge base?

Yes. GLPI includes an integrated knowledge base to support self-service and reduce ticket volumes — the same lever that makes any service desk more efficient over time.

Does GLPI support SLAs and reporting?

Yes. GLPI provides customisable KPIs, SLA tracking and reporting dashboards. BDQ can tailor these to your organisation's needs so the metrics reflect the questions your leadership actually asks.

Is GLPI customisable?

Yes. GLPI supports extensive custom fields, workflows and integrations. Where you need something specific, BDQ can develop bespoke plugins or configure existing ones rather than forcing your process to fit the defaults.

Can GLPI integrate with Active Directory and other systems?

Yes. GLPI supports LDAP, REST APIs, FusionInventory and other integrations, so it connects cleanly to your identity, inventory and surrounding systems.

Open source does not mean unsupported GLPI being open source means no per-agent licence fees and full configurability — it does not mean you are on your own. BDQ provides consulting, implementation, migration, training and ongoing support, including Enhancement Hours, so the platform stays maintained as your needs evolve.

Beyond IT

Can GLPI be used outside of IT?

Yes. GLPI can be adapted for HR, Facilities, Legal and other functions as part of an enterprise service management approach. BDQ can help configure departmental portals and workflows so each function gets a service experience in its own language rather than an IT-flavoured one.

Working with BDQ

What services does BDQ offer for GLPI?

BDQ provides GLPI consulting and design, full implementation and configuration, legacy data migration, user and administrator training, and ongoing support through Enhancement Hours. In short, the whole lifecycle rather than a one-off install.

Can BDQ migrate data from our current system to GLPI?

Yes. BDQ handles migrations from legacy tools such as Jira and ServiceNow, as well as from spreadsheets and email-based working, ensuring a clean and well-structured transition rather than carrying old mess into a new tool.

Does BDQ provide training?

Yes. Training is role-based and hands-on, and can be delivered remotely or on site depending on what suits your team.

How long does GLPI implementation take?

Most implementations complete in four to six weeks using BDQ's AIM methodology, depending on complexity. A straightforward service desk lands quickly; heavy customisation, multiple departments or large data migrations extend the timeline.

If you want to talk through whether GLPI is the right fit for your organisation, the Ask-a-Question form below goes straight to a consultant. For background, see what is ITSM and what is ESM.

Why choose BDQ for GLPI?

• Certified expertise in GLPI implementation and configuration.
• End-to-end services covering the whole lifecycle, from design to operation.
• Data migration and reporting to move you cleanly off legacy tools and surface the metrics that matter.
• Proven training programmes that are role-based and hands-on.
• Ongoing support via Enhancement Hours so the platform stays maintained as your needs evolve.
• Global reach from the UK and US.

Ready to implement GLPI the right way?

BDQ has helped organisations across industries transition to modern ITSM platforms. Let's explore your use case.