Expertise · GLPI and IT service management
GLPI, configured for your support and enriched with a real knowledge base
We deploy and adapt GLPI to your business or organisation: incident and request management, IT asset management, performance indicators and, above all, a knowledge base that captures your support teams’ experience.
Tailored deployment and configuration
A configuration true to your support processes, aligned with ITIL best practices.
Installation and deployment
Installation, hardening, backups, updates, migration of existing data.
Entities, profiles, groups and permissions
Multi-site or multi-client organisation, permissions tailored to each role.
Incidents, requests and problems
Service catalogue, forms, priorities, service levels and escalations.
Categories, rules and notifications
Automatic assignment, handling and approval workflows, targeted messages.
IT asset management
Hardware and software inventory, linked to users, contracts and warranties.
Dashboards and indicators
Volumes, lead times, SLA compliance, satisfaction, workload per group.
Integrations
Company directory, email collection, inventory agents and other IT tools, where possible.
Support optimisation
Ticket analysis, shorter lead times, continuous process improvement.
The knowledge base, the heart of effective support
We design and integrate a structured knowledge base in GLPI, fed by your teams’ experience.
- Centralise procedures and technical solutions
- Organise knowledge by category and domain
- Make searching easier for technicians and users
- Document recurring incidents and their solutions
- Capitalise on your support teams’ experience
- Reduce resolution times
- Improve the quality and consistency of answers
Option: intelligent assistant
An assistant uses your knowledge base and documentation to help technicians analyse a ticket, find the right procedure and suggest an answer, citing its sources.
Deployment adapted to your data confidentiality requirements.
What you gain
- Shorter resolution timesThe right answers are found faster, from the first line.
- Measured supportReliable indicators to steer workload and service commitments.
- Assets under controlEvery device known, assigned and tracked.
- More self-sufficient teamsKnowledge no longer depends on a few experts.
Our approach
- 1
Assessment
Support organisation, types of requests, existing tools and documentation.
- 2
Design
Entities, service catalogue, categories, rules, service levels, knowledge base structure.
- 3
Implementation
Installation, configuration, integrations, data migration and first articles.
- 4
Training and follow-up
Training for technicians and administrators, user guide, post-launch adjustments.
Let’s talk about your needs
Tell us about your situation: we get back to you within 2 business days with a proposed approach and estimate.
- contact@ooxaax.com
- Phone
- +225 05 00 43 00 00
- Message us on WhatsApp
- Address
- Abidjan, Côte d’Ivoire