GLPI collects a huge amount of data during normal operations — about tickets, assets, SLAs, users and changes. Most organizations leave this data sitting idle. Yet buried in it are the answers to questions management asks regularly: where are the bottlenecks, are we meeting our SLAs, how much does it cost to run a specific service.
Reporting in GLPI is not just about generating tables. It is a tool for turning operational data into information you can act on.
What GLPI reporting offers
Customizable reports
GLPI lets you build custom reports across any data in the system. Typical examples:
- average ticket resolution time by category, priority or team
- open vs. resolved tickets over a given period
- inventory status — how many assets are in production, how many pending disposal
- license costs and actual utilization
Reports can be exported to PDF or CSV and scheduled for automatic periodic delivery.
Dashboards and visualizations
Since version 10, GLPI offers native dashboards with charts, cards and tables. An IT manager does not need to open a report — just look at the dashboard and see the current state. Dashboards can be customized by role: a different view for the helpdesk manager, another for the CISO, another for the CIO.
Cross-entity analytics
In organizations with multiple entities (subsidiaries, branch offices, divisions), GLPI supports both local and aggregated reporting. Central management sees the big picture, local teams see only their data. This is essential for holdings and public sector organizations.
Where reporting is used in practice
SLA monitoring
Automatic tracking of whether tickets are resolved within the agreed SLA. Output: SLA compliance percentage over a period, identification of recurring breaches and their root causes.
Capacity planning
Based on historical data about ticket volumes, team utilization and seasonal patterns, you can forecast resource needs. Typically: how many agents do we need for Q4, where does automation make sense.
Asset and license management
Overview of how many licenses you have purchased, how many are actually in use and how many remain available. Helps avoid unnecessary purchases and audit risks from under-licensing.
Management reporting
Regular summary reports for leadership — not technical details, but metrics: how many incidents, what is service availability, where are the biggest risks. A format the CIO can take straight to a board meeting.
What separates good reporting from generated tables
Technically, anyone can create reports. The difference lies in whether the report answers the right question. From our experience, the most common problems are:
- The report exists but nobody reads it — too detailed, wrong format, missing context
- The data is inaccurate — tickets miscategorized, assets not updated
- No baseline — numbers on their own mean nothing until you have a comparison over time
That is why we always start with the question: what exactly do you want to know and why. Only then do we design what data to collect and how to visualize it.