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Daily Request Management

Context​

Implementation of a request and incident management system following ITIL best practices, using the GLPI tool.

Objectives​

  • Configure and use GLPI for ticket management
  • Apply ITIL methodology for incident and request handling
  • Set up automated IT inventory
  • Create processing procedures and flowcharts

Technologies Used​

  • GLPI: asset management and ticketing
  • GLPI Agent: automated inventory
  • ITIL: IT service management methodology

Deliverables​

GLPI Database Export (SQL)

The SQL file is large (complete GLPI database export). Here is an excerpt of its structure:

-- MariaDB dump 10.19  Distrib 10.11.6-MariaDB, for debian-linux-gnu (x86_64)
--
-- Host: localhost    Database: glpi
-- ------------------------------------------------------
-- Server version	10.11.6-MariaDB-0+deb12u1

/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */;
/*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */;
/*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */;
/*!40101 SET NAMES utf8mb4 */;

-- Table structure for table `glpi_agents`
CREATE TABLE `glpi_agents` (
  `id` int(10) unsigned NOT NULL AUTO_INCREMENT,
  `deviceid` varchar(255) NOT NULL,
  `entities_id` int(10) unsigned NOT NULL DEFAULT 0,
  `name` varchar(255) DEFAULT NULL,
  `agenttypes_id` int(10) unsigned NOT NULL,
  `last_contact` timestamp NULL DEFAULT NULL,
  `version` varchar(255) DEFAULT NULL,
  -- ... other columns
  PRIMARY KEY (`id`),
  UNIQUE KEY `deviceid` (`deviceid`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

Download complete SQL file

GLPI Agent Presentation (PDF)
Flowcharts - Request Processing Workflows (PDF)

Skills Acquired​

  • ITSM tool configuration
  • Application of ITIL processes (incident, request, problem management)
  • Technical procedure documentation
  • Automated inventory implementation