Most Service Desks operate in reactive mode: wait for the ticket to arrive and rush to resolve it. The support funnel reverses this logic, creating layers that filter demand before it reaches the technician.
The 3 layers of the funnel
1. Prevention
Goal: prevent the problem from happening.
- Proactive monitoring (Zabbix, GLPI Agent) with alerts before failure
- Scheduled preventive maintenance
- User training on tools and processes
- Proactive communication about planned maintenance
2. Self-service
Goal: the user resolves the issue on their own, without opening a ticket.
- Public knowledge base with articles and tutorials
- FAQs organized by topic in the self-service portal
- Automated forms (e.g. password reset without human intervention)
- Chatbots and virtual assistants
3. Resolution
Goal: quickly resolve what was not prevented or self-serviced.
- Level 1: generalist support with knowledge base
- Level 2: specialists by area (network, systems, security)
- Level 3: engineering and development
Implementing in GLPI
GLPI provides all the tools to build the funnel:
- Prevention: Zabbix integration via Automations module + GLPI Agent for inventory
- Self-service: native knowledge base + forms (GLPI 11) + self-service portal
- Resolution: escalation rules + Smart Assign + SLAs by priority
Funnel metrics
- Prevention rate: % of incidents detected by monitoring before the user reports them
- Self-service rate: % of KB accesses that did not generate a ticket
- L1 resolution rate: % of tickets resolved at first level without escalation
Next step
Build your knowledge base to feed the self-service layer and configure KPIs to measure funnel efficiency.
