GLPI training, IT asset management and ServiceDesk

Understand the interest of GLPI for the company and the administrator of a computer park
Know how to describe the general architecture of GLPI
Know how to install OCS inventory NG and agents on Clients
Know how to install GLPI on a server and the agents on the clients
Know how to automatically send information from network elements with Fusion Inventory (computer, printer, telephone, router, switch, etc.) and / or OCS
Understand and know how to use the information available thanks to GLPI
Master the user interface
Know how to secure the use of GLPI
Know how to install a plugin
Know how to implement a Helpdesk system for users
Adapt ITIL good practices to the context of GLPI.

This GLPI course is aimed at anyone in charge of managing a fleet of computers and / or a Helpdesk service, whether in terms of its implementation or its management.

Notions of system and network administration.

3 days (21 Hours)

General presentation of GLPI

Problems specific to fleet management in companies
The basic information that we will be able to manage (OS, licenses, hardware, installed software, network configuration, etc.)
The information automatically escalated … and the others using OCSNG and / or FusionInventory.
The administrative dimension (financial information, maintenance contract, etc.)
GLPI is also a Helpdesk platform
General view of the interface

Practical work

On the basis of a GLPI model in production, participants discover the functional possibilities of GLPI in order to understand what they will implement in the rest of the training.

GLPI architecture

Information “offered” by SNMP (Simple Network Management Protocol)
How GLPI uses SNMP?
Links between the GLPI engine and the database
The different data storage models
Role of OCS Inventory NG, its usefulness. Can we do without?
Role of the Fusion Inventory agent
Installation of a complete environment (server, clients)
Management of specificities (virtual machine, Vlan, etc.).

Practical work

Observation of flows in a GLPI environment in production with a network frame analyzer (wireshark) in order to control the various exchanges between the equipment, the GLPI server, and the database.

Installation and operation of GLPI

WEB server configuration (virtualhost)
Database configuration and information
Download and install GLPI
Post-installation configuration (securing, what to do if you lose your password, etc.)
The administration interface (home page, menus, buttons)
Customization of the interface
Database backup and restore
Update (GLPI, new plugins)

Practical work

Installation of a complete environment: GLPI under Linux, MySQL or WXindows database, Fusion Inventory agents installed on equipment representative of a complete computer park (PC, servers, mobiles, IP phones, etc.). Later in the training, once the base has been supplied with our infrastructure, we perform a complete backup of the latter as well as the GLPI files and then a restore on another server in order to test our backup.

OCS Inventory NG

Alternative solution to Fusion Inventory for inventory
The components of the OCSNG server (database, communication server, agents, deployment server, administration console)
Download and install OCS inventory NG
The administration interface (home page, menus, buttons)
Integration with GLPI
Import of the OCS inventory NG inventory

Practical work

Installation of a complete environment: OSC Inventory NG and GLPI server under Linux or Windows, MySQL database, OCS Inventory NG agents installed on equipment from a complete computer park (PC, servers, etc.). Realization of a network inventory

Hardware and software inventory

Automation of information feedback
Comparison of the two plugins Fusion Inventory and OCS Inventory NG
Installing Fusion Inventory on Clients
Management of “identical” equipment (template)
The status of an item of equipment (available, scrap, etc.)
Search for information in the inventory
Computer Information
VM (virtual machine) case
Instructor Information
Software information (versions, licenses, etc.)
Network hardware management
Case of Vlan
Manage printers and cartridges
Rules for assigning equipment to entities
Rules and dictionaries
Financial and administrative information (invoice, guarantee, etc.)

Practical work

On the basis of our previous model, observation of the data automatically returned to our database. Search for information according to different criteria. Examples of manual additions to have a complete base.

Identifications, authorizations and rules

Local and external identifications
Importing users from the LDAP or Active Directory
Central Authentication Service (CAS) authentication
Creation of users and groups
Limit the scope of action and view of users with entities
The assignment of rights to users on entities
The deletion of an entity, the consequences
User profiles (default, personalized)
Rules and entity assignment to users
Addition of new rules

Practical work

Retrieving users from an Active Directory or LDAP directory more generally. Creation of the entity tree in order to fully understand the benefit for the administrator to design the entities at the start of the implementation of GLPI. Creation of users and associated profiles. Tests of possible actions according to users.

User assistance (helpdesk)

The actors (applicant, performer, observer)
Ticket management

The actors (applicant, performer, observer)
Ticket management
The life cycle of a ticket (new, assigned, planned, resolved, closed)
The notifications
Management of technicians’ schedules
Satisfaction surveys
Statistics
Monitor incident resolution times (SLA, Service Level Agreement)
ITIL best practices adapted to the Helpdesk

Practical work

Configuration of incident management. Development of several incident scenarios to test and validate the use of GLPI as a Helpdesk platform

Practical exercises and demonstrations will allow you to put into practice the theoretical concepts presented.

For “distance” training, they are carried out with a Teams or Zoom type videoconferencing tool, depending on the case, allowing the trainer to adapt his teaching methods.
Find all the details on distance sessions or virtual classes on our website.