If GLPI works for IT to manage tickets, why not for HR, Legal and Facilities? Enterprise Service Management is using the same ITSM principles for the entire organization.
Real-world scenarios
HR in GLPI
- Onboarding: "New employee" form generates automatic tickets: IT (create email/access), Facilities (prepare workstation), HR (documentation)
- Leave requests: request via portal with manager approval
- Offboarding: offboarding checklist with tasks for each area
Legal in GLPI
- Contract review: request with document upload and defined deadline
- Legal consultations: ticket with categorization by area of law
- Compliance: recording and tracking of regulatory pending items
Facilities in GLPI
- Building maintenance: air conditioning, electrical, plumbing with SLA by criticality
- Cleaning and upkeep: requests with specific location
- Layout change: request with approval and scheduling
Implementation
- Create an entity for each department
- Configure specific categories per area
- Create forms (GLPI 11) for each type of request
- Define SLAs per area (HR may have different SLAs than Facilities)
- Train the "technicians" of each area (HR analysts, building team)
Measurable benefits
- Reduction in lost emails: everything becomes a trackable ticket
- Metrics per area: response time, volume, satisfaction
- 50% faster onboarding: automation of multi-area tasks
