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IT Asset Management & Helpdesk

IT resource management and support enable you to optimise costs, continuity and user satisfaction. With LINAGORA, GLPI and Zammad automate ticket management, centralise inventory and strengthen technical support thanks to the open source community.

The management of an IT park is becoming increasingly complex for companies, faced with the rapid evolution of technologies. According to recent studies, more than 60 % of organisations experience service interruptions linked to inefficient IT management, leading to significant financial losses and a direct impact on user satisfaction.

The IT resource management and assistance has become essential to ensure operational continuity, optimise costs, and guarantee effective technical support. Thanks to the open‑source solutions offered by LINAGORA, such as GLPI and Zammad, companies can automate ticket management, centralise the IT inventory, and benefit from the support of the open‑source community.

 

What is IT resource management and assistance?

IT resource management consists of supervising and optimising all of a company’s IT assets: computers, servers, software, and network equipment. This includes:

  • IT inventory: complete tracking of hardware and software resources.

  • Ticket management: centralising assistance requests for swift resolution.
     

  • Assistance and technical support: proactive intervention to resolve incidents and maintain performance.

The assistance service plays a strategic role, ensuring end‑users receive fast and effective support. Using open‑source tools like GLPI for ticket management and Zammad for request tracking streamlines these processes and improves employee satisfaction.

 

The benefits of open‑source solutions for IT management

Adopting open‑source solutions for IT resource management and assistance delivers tangible advantages:

1. Cost reduction

Companies no longer need expensive licences for proprietary tools. With GLPI and Zammad, they have robust, high‑performance solutions while cutting software‑related expenditures.

2. Flexibility and customisation

Open‑source solutions allow you to adapt functionalities to your specific needs. Whether you want to automate the assistance service, keep a precise IT inventory, or manage complex ticket management workflows, these tools offer complete modularity.

3. Security and transparency

Open source code guarantees enhanced security, as it can be continuously audited and adapted. Companies can therefore anticipate vulnerabilities and maintain an optimal security level for their infrastructures.

4. Community support

The open‑source community provides significant added value: sharing best practices, rapid bug fixes, and collaborative development of new features.

5. Automation and time saving

Integrating GLPI and Zammad automates ticket management and incident tracking, reducing request processing time and boosting the efficiency of technical support.

 

LINAGORA services for IT resource management and assistance

LINAGORA offers a complete suite of open‑source services to meet corporate needs:

1. Open‑source consulting

Leveraging its expertise, LINAGORA analyses your IT infrastructure and proposes tailored solutions to optimise IT resource management and assistance. This includes integrating software such as GLPI for ticket management and creating a comprehensive IT inventory.

2. Software development and customisation

LINAGORA develops and adapts open‑source solutions to automate the assistance service, integrate complex workflows, and ensure optimal incident tracking.

3. Migration and deployment

Migrating to open‑source tools can appear complex. LINAGORA ensures a secure transition to solutions like Zammad, guaranteeing operational continuity while optimising technical support.

4. Maintenance and technical support

LINAGORA provides permanent technical support to guarantee system stability. Teams can efficiently manage ticket management and keep the IT inventory up to date.

5. Training and coaching

To maximise tool efficiency, LINAGORA offers training on GLPI, Zammad, and other open‑source solutions, enabling internal teams to autonomously manage the assistance service.

 

Case studies and client feedback

Several companies have benefited from LINAGORA solutions:

  • A services firm reduced request processing time by 40 % using Zammad for ticket management.
     

  • A public organisation centralised its IT inventory with GLPI, improving planning and maintenance of its hardware fleet.

  • Companies collaborate with the open‑source community via LINAGORA to develop custom functionalities for their technical support.

These examples demonstrate the concrete impact of open‑source solutions on operational efficiency and user satisfaction.

 

Why choose LINAGORA?

LINAGORA stands out thanks to:

  • Recognised open‑source expertise: over 20 years of experience implementing secure IT solutions.

  • Community involvement: active participation in the open‑source community, ensuring innovation and adherence to best practices.
     

  • Tailored approach: support adapted to the size and specific needs of each company.

  • Reputation and reliability: many clients attest to the improvement of their assistance service thanks to LINAGORA solutions.

 

Want to optimise your IT resource management and assistance?

Contact LINAGORA for a personalised demonstration or a free consultation and discover how GLPI and Zammad can transform your technical support.

 

FAQ

1. What is GLPI?
GLPI is an open‑source tool for ticket management, planning and tracking the IT inventory, and optimising the assistance service.

2. How does Zammad improve technical support?
Zammad centralises requests, automates ticket management, and accelerates incident resolution for a more efficient technical support.

3. What are the advantages of open‑source solutions for IT assistance?
Open‑source solutions offer flexibility, security, and cost reduction, backed by the active support of the open‑source community.

4. Can GLPI and Zammad be integrated with existing systems?
Yes, these open‑source tools are designed for smooth integration, allowing you to efficiently manage the IT inventory and the assistance service without disruption.

5. How does LINAGORA support companies in IT management?
LINAGORA provides open‑source consulting, bespoke development, training, and continuous technical support to optimise IT resource management and assistance.

 

Conclusion

IT resource management and assistance is a strategic issue for every modern enterprise. With LINAGORA’s open‑source solutions, such as GLPI and Zammad, you can automate ticket management, centralise your IT inventory, and deliver high‑quality assistance service.

Transform your IT infrastructure today and benefit from the support of the open‑source community with LINAGORA. Contact our experts for a personalised consultation.

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