ARTICLES & NEWS
Blog — page 3
Technical articles about GLPI, AI automation and IT service management.
147 articles
Automating the process — or just the problem?
Automation is more accessible than it has ever been. Workflow tools, automatic ticket routing, AI-assisted categorization, automated change approvals — technica...
AI in IT automation: without a mature process, it won't help
Artificial Intelligence has become a natural part of conversations in IT. We talk about automated risk assessment in Change Management, intelligent request hand...
When one IT system has to serve more than one organization
As companies grow, IT often faces a familiar problem: one Service Desk system must support multiple organizational units with different needs, responsibilities,...
GLPI 11: native forms, custom assets, webhooks, and 2FA in core
GLPI 11 is the biggest shift in the platform since the 9.5 release in 2020. The GenericObjects and FormCreator plugins move into core as native custom assets an...
Chatbots for internal IT support: why a demo isn't a deployment
A chatbot demo lasts three minutes: "Reset password", "OK, sending the link", done. It looks great. Six months after going live, the picture changes: the helpde...
How WhatsApp encrypts your messages — and what it doesn't protect
WhatsApp has encrypted message and call content end-to-end since 2016. Most users know "it's encrypted" without knowing what that actually buys them — what What...
AI in ITSM: what actually works today, and what's still demo-ware
The question worth asking about AI in ITSM isn't whether it's "the future" — it's which pieces actually hold up in a live service desk and which ones fall apart...
AI in ITSM: what works today and what reliably doesn't
Every ITSM vendor now claims AI will transform service delivery. Some of these claims hold up. Most don't. Here's an honest breakdown of what AI can actually do...
GLPI implementation: 6 phases from discovery to post-launch support
Most GLPI implementation guides read like a features list. The reality is messier: you have legacy data in three spreadsheets, a team that has never used a tick...
The end-user portal in GLPI: what self-service users actually see
Most GLPI deployments think hard about the agent's view — the queue, the saved searches, the priority matrix — and forget that the requester sees a completely d...
Approvals in GLPI without email chains: workflow inside tickets
Email approvals work — until they don't. The approver is on holiday, the reply-all chain forks into three threads, somebody types "OK" on a phone without contex...
GLPI: The key to seamless IT and business integration
GLPI is usually deployed as an IT helpdesk and asset management tool. But the platform supports ticketing, approvals, and task tracking for any internal process...