Mapping ITIL v5 processes to GLPI: a practical reference

ITIL v5 (published in 2025 as the evolution of ITIL 4) is a framework, GLPI is a tool. The framework describes what and why, the tool implements how. For an IT manager or auditor it's important to know which ITIL value stream or practice GLPI realises through which module. This article is a table that maps it — no theory, no marketing, just a practical reference.

Service value system in GLPI

ITIL v5 organises work around service value streams. GLPI primarily provides tools for operational value streams, not strategic ones (those belong in the governance layer above GLPI). The concrete mapping:

ITIL v5 practice                    GLPI implementation
─────────────────────────────────  ────────────────────────────────
Incident management                 Tickets (type Incident)
Service request management          Tickets (type Request)
Problem management                  Problems module
Change enablement                   Changes module + Validations
Service level management            Service levels (SLA + OLA)
Service catalogue management        ITIL Categories + Formcreator
Knowledge management                Knowledge base
IT asset management                 Inventory (Computer/Software)
Configuration management            Items + Item links (CMDB)
Monitoring and event management     External tools → Webhooks → Tickets
Capacity & performance management   External monitoring + reporting
Information security management     Policies + audit log
Supplier management                 Suppliers + Contracts
Service desk                        Self-service portal + Helpdesk UI

Incident management in practice

ITIL defines an incident as "an unplanned interruption to or reduction in the quality of an IT service". In GLPI it maps like this:

• Detection — user via the self-service portal, or monitoring via webhook.
• Logging — a Ticket is created with type Incident, a category (from ITIL Categories), and urgency/impact.
• Categorization — automatically via Business rules based on the description, or manually by the technician.
• Prioritization — GLPI computes Priority from the Urgency × Impact matrix.
• Investigation & diagnosis — the technician via private notes, time tracking, asset linkage.
• Resolution & recovery — Solution with type (Workaround / Permanent fix).
• Closure — Solved → Closed transition, optionally with CSAT.

Priority matrix: ITIL standard in GLPI

ITIL recommends computing Priority from two dimensions: Impact (scope of impact) and Urgency (rate of degradation). GLPI under Setup → General → Helpdesk → Priority matrix lets you set the exact 5×5 mapping:

            URGENCY
          Very Low | Low  | Medium | High | Very High
─────────────────────────────────────────────────────
I  V.High   Medium   High   High    Major   Major
M  High     Low      Medium High    High    Major
P  Medium   V.Low    Low    Medium  High    High
A  Low      V.Low    V.Low  Low     Medium  Medium
C  V.Low    V.Low    V.Low  V.Low   Low     Low
T

Why this matters: SLA TTR is tied to Priority. Without a consistent mapping, a P1 (Major) priority could end up assigned to a ticket affecting only one user with low urgency — burning L2 capacity that should have gone to a genuinely critical incident.

Change enablement: CAB in GLPI

ITIL v5 recommends a CAB (Change Advisory Board) review for normal (non-standard) changes. In GLPI this maps:

1. The change is created as a Change object with description, reason, plan, rollback plan.
2. Through Validation, the change is sent to CAB members (a group in GLPI with recurring CAB schedules).
3. Change status: Evaluation → Approval → Accepted → Scheduled → In progress → Solved → Closed.
4. After implementation, a Post-implementation review is added via follow-up or task.

For Standard changes (pre-approved, low-risk, repeated — e.g. patching a Windows server), the CAB is bypassed, using a Ticket Template with preset assignee and SLA.

CMDB in GLPI

The ITIL Configuration Management Database (CMDB) in GLPI isn't a separate object — it's a combination of Inventory objects + Item links. Under Assets → Asset → Items linked, you set up relationships (Computer X depends on Server Y, Application Z runs on Computer X). That gives impact analysis: when an incident hits Server Y, you see which Computers and Applications are downstream and who needs notifying.

Limits: GLPI isn't a full CMDB like ServiceNow. For a mid-sized company (≤2000 CIs) it's enough. For an enterprise with tens of thousands of CIs, it's typically supplemented with an external CMDB tool.

Continual improvement: measurement

ITIL Continual improvement requires regular measurement. In GLPI, through Tools → Reports and built-in dashboards you get: First Call Resolution rate, MTTR per category, SLA adherence, ticket backlog trend, top 10 incident categories. These metrics show where the processes need tuning.

Mapping ITIL → GLPI isn't 1:1 and shouldn't be. ITIL is a framework for what to do, GLPI is the tool for how to do it. Using ITIL vocabulary when configuring GLPI (categories, statuses, roles) ensures your ITSM aligns with industry standards and is easy to discuss with auditors and external partners.