# GLPI — IT Service Management

GLPI by Teclib' SAS holds a panel rating of 3/5 from 6 AI judges (category median 3/5), as of 2026-11-02. Provenance: EU-Made; sovereignty: not determined.

- Vendor: Teclib' SAS (https://www.glpi-project.org/en/)
- Category: [IT Service Management](https://whats-best.ai/software/itsm.md)
- Provenance (editorial classification): EU-Made
- Canonical page: https://whats-best.ai/software/itsm/glpi
- Alternatives: https://whats-best.ai/software/itsm/glpi/alternatives ([markdown](https://whats-best.ai/software/itsm/glpi/alternatives.md))
- Data as of: 2026-11-06 · evaluated 2026-11-02 · oldest source captured 2026-11-01

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Teclib' SAS
- Headquarters: Not stated on the vendor’s pages as of 1 Nov 2026
- Data hosting: Default not stated; pages mention France [S9]
- Free plan: Not stated on the vendor’s pages as of 1 Nov 2026

## The panel's verdict

GLPI is open-source IT service management from Teclib' SAS of Paris, offered as GLPI Network Cloud on OVH in France or self-hosted. Sovereignty is the strongest area at 7-8: a French contracting entity, cloud hosting in France, named subprocessors, a published data processing agreement, and terms stating no personal data is transferred outside the EU or EEA — though we found no public information on a security certification for the service itself. Assets and CMDB and deployment and integration follow: hardware and software inventory, FusionInventory or OCS discovery, a PNG-exportable impact analysis, telemetry citing a 60,000-asset deployment, and a REST API with webhooks and a plugin marketplace. Pricing transparency sits at 6-7 on public prices of "19 € Excl. tax / month / user" starting with 1 user and "21 € Excl. tax / month / user" for 25 or more users, plus a 45-day free trial. Change and problem is the weakest at 4-5; the judges split, since we found no public information on standard, normal and emergency change types, blackout periods or a change advisory board.

**Speaks for it:**
- Inventory of hardware, software, licences and contracts with FusionInventory or OCS Inventory discovery and a complete per-asset modification history.
- Graphical impact and dependency analysis on each asset, exportable as PNG, with telemetry citing a 60,000-asset deployment.
- Public cloud prices of "19 € Excl. tax / month / user" starting with 1 user and "21 € Excl. tax / month / user" for 25 or more users, with unlimited assets and end users.
- Documented REST API with OAuth clients, webhooks and a plugin marketplace beside a downloadable self-hosted edition.
- Terms that state no personal data is transferred outside the EU or EEA, with a published data processing agreement and named subprocessors OVH and Scaleway in France.

**Held against it:**
- We found no public information on standard, normal and emergency change types, change calendars with blackout periods, a change advisory board or an ITIL process certification.
- We found no public information on chat or Teams intake, an agent mobile app, ticket time tracking or major-incident handling.
- We found no public information on connectors such as Intune, SCCM or JAMF, or on licence compliance metering.
- We found no public information on the self-hosted subscription price, and dedicated architectures are "Based on a quote".
- The terms state that prices may be amended at any time and without notice.

**Best for:**
- You need a French contracting entity with hosting in France and terms stating no transfer of personal data outside the EU or EEA.
- You want asset inventory and graphical dependency mapping tied directly to the helpdesk rather than a separate CMDB.
- You pay per technician and want public per-user prices with unlimited end users and assets.
- You serve multiple clients and need per-entity service catalogs with entity-based ticket routing.

**Avoid if:**
- Your auditors require standard, normal and emergency change types, blackout periods and a change advisory board record.
- Your ticket intake runs through chat or Microsoft Teams rather than email collectors and the web portal.
- Your inventory depends on connectors such as Intune, SCCM or JAMF or on licence compliance metering.
- Your tender cannot accept prices amendable at any time and without notice.

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion.

| Criterion | The Service Desk Lead | The MSP Owner | The Change & Configuration Manager | The Municipal IT Lead | The Solo IT Admin | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Service desk, incidents & requests | 3/5 | 3/5 | 3/5 | 3/5 | 3/5 | 2.5/5 |
| Change, problem & release management | 2.5/5 | 2.5/5 | 2.5/5 | 2/5 | 2/5 | 2/5 |
| Assets, CMDB & discovery | 3/5 | 3.5/5 | 3/5 | 3.5/5 | 3.5/5 | 3/5 |
| Self-service portal & service catalog | 2.5/5 | 3/5 | 2.5/5 | 2.5/5 | 2.5/5 | 2.5/5 |
| Deployment, integrations & multi-client operation | 3/5 | 3.5/5 | 3/5 | 3.5/5 | 3/5 | 3/5 |
| European sovereignty | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 4/5 | 3.5/5 |
| Pricing transparency | 3.5/5 | 3.5/5 | 3/5 | 3/5 | 3.5/5 | 3.5/5 |
| **Weighted verdict** | **3/5** | **3.5/5** | **3/5** | **3/5** | **3/5** | **3/5** |

### The judges

- **The Service Desk Lead** (v1.0): Leads a team of eight agents at a machine builder with 1,400 employees across three plants in Germany and one in Poland. Most tickets still arrive by email, and the same printer and VPN questions come in every Monday. Wants incidents and requests told apart, SLAs that escalate on their own, a portal with a catalog people actually use, answers that deflect the Monday tickets, and reports the IT director reads without a spreadsheet.
- **The MSP Owner** (v1.0): Owns a managed service provider with twenty-two technicians and sixty client companies, from dental practices to a logistics firm with nine sites. Every client has its own contract, its own SLA and its own devices, and every hour has to end up on an invoice. Wants one desk with client data kept apart, the RMM and remote support tool connected, time and contracts billed, a portal per client, and a price per technician that still works when the team doubles.
- **The Change & Configuration Manager** (v1.0): Change and configuration manager at a regional bank that answers to BaFin and, since January 2025, to DORA. Chairs the weekly change advisory board and has to show an auditor who approved which change, which services it touched and which incident it caused. Wants change types with real approvals, risk read from a CMDB that knows how systems depend on each other, problem records tied to incidents, and an audit trail that can be exported.
- **The Municipal IT Lead** (v1.0): Runs IT for a district administration with 900 staff, schools included, on servers in the municipal data centre. Follows BSI IT-Grundschutz and buys through public tenders, and the data protection officer will not sign off staff and device data on a US cloud. Wants an on-premise or open-source edition that is documented and maintained, a portal for teachers and clerks, assets linked to tickets, and a contract and price list the procurement office can put into a tender.
- **The Solo IT Admin** (v1.0): The whole IT department of a 160-person engineering firm, with a part-time trainee on Thursdays. Requests come in by email, Teams and in the corridor, and the asset list is a spreadsheet nobody trusts. Has no time for an ITIL project: wants email and Teams turned into tickets, a simple portal with answers to the common questions, laptops and licences found automatically, a setup that takes days rather than months, and a price they can read off the website.
- **The Skeptic** (v1.0): Has seen "ITIL-certified" on a tool whose change management is a status field, a "CMDB" that is a list of devices without a single relationship, and an "AI agent" that searches the knowledge base. Reads that a product runs on premise and asks whether that edition gets the same features, which of the asset packs are extra, where the tickets and attachments are stored — and how ten years of ticket history would leave.

## European sovereignty — proven facts

Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined.

| Dimension | Finding | Points | Source |
|---|---|---|---|
| Legal entity | Not determined | — | — |
| Hosting location | Not determined | — | — |
| Hosting options | Not determined | — | — |
| Open source | Not determined | — | — |
| Data processing agreement | Not determined | — | — |
| Transfer impact assessment | Not determined | — | — |

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- Data breach notification: yes [S8]
- Data transfer: yes · yes [S8]
- DPA: yes [S9]
- EU transfer: no [S9]
- GDPR: yes [S9]
- GDPR roles: TECLIB' · Client [S8]
- Privacy policy URL: https://glpi-network.cloud/fr/politique-de-confidentialite/ [S8]

**Data**
- Account deletion: dpo@teclib.com · yes [S9]
- Account deletion: account and associated data deletion available on request [S10]
- Breach cooperation: yes [S9]
- Cancellation retention: 28 [S8]
- Destruction or return: yes [S8]
- Nonpayment cloud deinstallation: 28 · 90 [S8]
- Nonpayment cloud suspension: 15 [S8]
- Nonpayment deinstallation: 28 · 60 [S8]
- Storage excess billing: yes [S8]
- Stored payment info: SEPA mandate · last 4 card digits · no [S10]
- Subject rights: access · rectification · erasure · portability · objection [S8]
- User rights: access · rectify · erase · object · transfer · restrict · no automated decisions [S9]

**Hosting**
- Provider: OVHcloud · Teclib' [S7]
- Provider: OVH · daily [S6]
- Region: Europe (France) · OVH [S9]
- Supported by: Teclib' [S5]

**Integrations**
- Active directory: Import and authenticate users from local or cloud AD [S5]
- API refresh token: yes [S19]
- API token expiry: Bearer · 3600 [S19]
- API v2 doc URL: https://my_instance/api.php/v2.2/doc [S19]
- Archived integrations: yes [S5]
- Ecosystem: yes [S1]
- Entra id: Unify Entra ID tenant with GLPI [S5]
- Google SSO: yes [S5]
- Inventory plugins: Network discovery and local inventory using FusionInventory or OCS Inventory plugins [S15]
- Ldap: yes [S5]
- Mail receiver: yes [S5]
- Metabase: yes [S5]
- Plugins: yes [S7]
- Plugins: https://www.glpi-network.cloud/ · yes [S6]
- Plugins marketplace: Plugin marketplace available [S2]
- SSO protocols: yes [S5]
- Webhooks: yes [S5]

**Legal**
- Business activities: open-source software design and development · consulting · support · hosting [S9]
- Confidentiality duration: 5 [S8]
- Current release: 11.0.12 · 12.0.1 [S12]
- Data processor role: data_processor [S9]
- Dispute venue: Paris Commercial Court · 30 [S8]
- Entity: TECLIB S.A.S. · 231 Rue Saint-Honoré - 75001 Paris, France · 513 893 503 · 445930 [S9]
- Governing law: French · French · yes [S8]
- Gtc effective date: 2026-07-01 [S8]
- Liability cap: amount paid by Customer, excluding VAT [S8]
- Open source licence: MIT · yes [S8]
- Vendor entity: 513 893 503 · FR 605 138 935 03 · TECLIB' · 231 rue Saint-Honoré - 75001 PARIS - FRANCE [S8]
- Warranty duration: 1 [S8]

**Pricing**
- All in one: yes · no [S6]
- Cloud currency: EUR · yes [S8]
- Cloud price changes: yes [S8]
- Currency tax: EUR · yes [S8]
- Custom quote: custom_quote [S7]
- Fixed price over 10k: 40% on order, 30% on acceptance, 30% on go-live · services over €10,000 [S8]
- Fixed price under 10k: 50% on order, 50% on delivery · 10000 [S8]
- Flexibility: yes · no [S6]
- Free trial: yes · 45 [S14]
- Free trial: 45-day free trial [S20]
- Free trial days: 45 · yes [S19]
- Free trial days: 45 [S12]
- Free trial no support: yes · no [S8]
- Late payment compensation: 40 [S8]
- Page exists: yes [S1]
- Payment terms: 15 · 30 [S8]
- Payment timing: in advance, at start of month of use [S8]
- Private cloud price: 25 · 21 [S7]
- Public cloud price: 1 · 19 [S7]
- Selfhosted toggle: cloud · self-hosted [S7]
- Subscription invoicing: 100% upon receipt of order · annual [S8]
- Subscriptions available: https://glpi-project.org/subscriptions/ · yes [S15]
- Termination notice: 1 [S8]
- Trial: yes · 45 [S18]
- Trial: 45-day free trial advertised [S16]
- Trial: 45 · yes [S6]
- Trial: 45 [S17]
- Trial: 45 · free_trial [S13]
- Trial conversion: yes [S6]

**Product**
- Access control: yes · yes [S17]
- Access mode: via internet and web browser [S8]
- Agent assignment: A support agent is assigned to each completed ticket [S11]
- API date format limitation: Dates must use YYYY-MM-DD HH:MM:SS; $date-time variable not currently applicable (being corrected) [S19]
- API entities endpoints: Entity endpoints: /api.php/Administration/Entity list and detail [S19]
- API grant types: Password · Clients credentials · Authorization code [S19]
- API json http: GLPI API uses JSON over HTTP with GET/POST/PUT-PATCH/DELETE actions [S19]
- API oauth required: API usage requires a configured OAuth client generating Client ID and Client secret [S19]
- API oauth scopes: email · user · api · inventory · status · graphql [S19]
- API profiles endpoints: Profiles listing endpoint: /api.php/Administration/Profile [S19]
- API status endpoint: GLPI service status endpoint /api.php/status [S19]
- API tickets endpoints: Ticket endpoints for create, read, solution and documents: /api.php/Assistance/Ticket with Timeline/Solution and Timeline/Document sub-endpoints [S19]
- API users endpoints: User endpoints: /api.php/Administration/User with create and force delete [S19]
- Asset inventory: Asset inventory: computers, screens, printers, network equipments, devices and phones [S15]
- Asset lifecycle: Asset lifecycle management (from stock to withdraw) [S15]
- Asset management: hardware · software · data centers · yes [S6]
- Authentication sources: LDAP directory · mail server · CAS server · x509 certificate · web server delegation [S2]
- Auto categorization: yes [S3]
- Automated rules: automated_business_rule_assignments [S3]
- Automatic actions: Automatic actions configurable with frequency, status, execution mode [S2]
- Automation features: Automation includes categorisation, escalation, SLA, impact, urgency, priority calculation, status standardization, multi-level validation requests, and automatic workflows based on business policies [S11]
- Capabilities: Service Desk · Asset Management · Configuration Management Database (CMDB) · Data Center Management · Environment Impact Management · Dynamic Inventory (Agentless) · Governance Helping · Antivirus Management · Application Deployment · Moni… [S1]
- Catalog access URL: /ServiceCatalog · + Create a ticket button [S17]
- Categories management: Administration > Forms > Service catalog categories [S17]
- Category fields: Name (required) · Description (HTML, optional) · Illustration (optional) · Parent category (optional) [S17]
- Category hierarchy: yes · 3 [S17]
- Change cost: Change cost estimation tab (hardware and human costs) [S13]
- Change items link: yes [S13]
- Change kb link: yes [S13]
- Change management: Changes module supports modification tracking linked to problems and tickets [S13]
- Change plans: deployment plan · fallback plan · checklist [S13]
- Change project link: yes [S13]
- Change statuses: New · Evaluation · Approval · Accepted · Pending · Testing · Qualification · Applied · Review · Closed · Cancelled · Refused [S13]
- Change ticket link: yes [S13]
- Change validation: Change validation workflow with configurable minimum approval threshold [S13]
- Cloud backup retention: Europe (France) · paid plan · 30 · daily · OVH [S9]
- Cloud customer data: GLPI Network Cloud · /email · password · company name · contact name · address · ZIP code · country · VAT number [S9]
- Cloud pricing model: per technician user [S8]
- Cloud storage: yes · yes [S8]
- Comparison automated actions: 5 · 1 · 1 [S7]
- Comparison backup export: option [S7]
- Comparison backup retention: 30 · 30 · custom [S7]
- Comparison disk: 5 · 50 · unlimited [S7]
- Comparison failover: private/custom · yes [S7]
- Comparison minimum billed: 1 · 25 [S7]
- Comparison security patches: 9 [S7]
- Comparison SLA: 24h · 1h · <1h possible · 8h · 4h · <1h possible · 97 · 99 · custom [S7]
- Computer components: Computer components (batteries, drivers, memory) can be added to computers in Assets [S2]
- Contract renewal: yes [S8]
- Custom architecture examples: yes · yes · yes · yes · yes [S7]
- Custom assets: Custom assets can be added to the inventory and managed like other GLPI objects [S2]
- Customization: yes · yes · yes [S6]
- Dependency notion: Dependency shown by default as blue arrow [S16]
- Description: open source ITSM software offered as SaaS [S6]
- Download: https://glpi-project.org/download/ · yes [S15]
- Dropdowns: Dropdowns for inventory titles: object types/models, OS, version, service pack [S2]
- Entity config options: search bar · service catalog · expand categories · yes · yes [S17]
- External links: External links can be associated with GLPI elements via Links tab [S2]
- Fault classification: critical · major · minor [S8]
- Fields unicity: Fields unicity prevents duplicate inventory item values, including imports from external sources and inventory tools [S2]
- Finance tracking: expenses · contracts · suppliers · yes [S6]
- Financial features: budgets, costs, suppliers, licenses [S1]
- Forms metadata: description · illustration · category · pin to top [S17]
- Free instance: yes [S2]
- General settings: General settings: default values, branding (logo & colors), presets for Assets and Assistance [S2]
- Glpi version: 11.0.12 · 12.0.1 [S14]
- Glpi version: GLPI versions 11.0.12 and 12.0.1 available [S16]
- Helpdesk: tickets · problems · changes [S6]
- Helpdesk features: incidents, requests, service catalog forms, SLAs [S1]

**Subprocessors**
- Ovh: OVH · Europe (France) · server hosting [S10]
- Scaleway: Scaleway · Europe (France) · server hosting [S10]
- Sendgrid: Sendgrid · email relay for GLPI notifications [S10]
- Stripe: Stripe · online payment [S10]

**Support**
- Channel: dedicated tool in customer area [S6]
- Complaint window: 48 [S8]
- Invoice dispute window: 15 [S8]
- Payment methods: credit card via Customer Portal · direct debit from credit card · bank transfer or partner methods [S8]
- Required roles: Administrator · Service Manager · End User [S17]
- Software warranty: yes [S7]

117 more facts on the canonical page: https://whats-best.ai/software/itsm/glpi

## Questions

### Is GLPI European?

Yes. whats-best.ai classifies GLPI as EU-Made.

### Where does GLPI store data?

The default storage location for customer data is not stated on the vendor’s pages as of 1 Nov 2026. The vendor’s pages mention France as hosting location, per [the vendor’s page captured 1 Nov 2026](https://whats-best.ai/evidence/15334).

### Does GLPI have a free plan?

Not stated on the vendor’s pages as of 1 Nov 2026.

### What are the best alternatives to GLPI?

As of 2 Nov 2026, the panel rates [ManageEngine ServiceDesk Plus (3.5/5)](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus), [Xurrent ITSM (3/5)](https://whats-best.ai/software/itsm/xurrent) and [SysAid (3/5)](https://whats-best.ai/software/itsm/sysaid) highest among the other 14 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [OTOBO](https://whats-best.ai/software/itsm/otobo) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [GLPI alternatives](https://whats-best.ai/software/itsm/glpi/alternatives).

## Head-to-head

- [GLPI vs OTOBO](https://whats-best.ai/compare/glpi-vs-otobo.md)

## What this page leaves out

- 25 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 4 legal facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 3 integrations facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 hosting fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 pricing fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 subprocessors fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 3 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown.

## Sources

- [S1] Vendor homepage: https://www.glpi-project.org/en/ (checked 2026-11-01)
- [S2] Features page: https://www.glpi-project.org/en/features/ (checked 2026-11-01)
- [S3] Features page (helpdesk): https://www.glpi-project.org/en/helpdesk-software/ (checked 2026-11-01)
- [S4] Features page (CMDB): https://www.glpi-project.org/en/cmdb-software/ (checked 2026-11-01)
- [S5] Integrations page: https://www.glpi-project.org/en/integrations/ (checked 2026-11-01)
- [S6] Features page (GLPI Network Cloud): https://www.glpi-project.org/en/glpi-network-cloud/ (checked 2026-11-01)
- [S7] Pricing page: https://www.glpi-project.org/en/pricing/ (checked 2026-11-01)
- [S8] Terms of service: https://www.glpi-project.org/en/terms-and-conditions/ (checked 2026-11-01)
- [S9] Privacy policy: https://www.glpi-project.org/en/privacy-policy/ (checked 2026-11-01)
- [S10] Security / trust page: https://www.glpi-project.org/en/security-policy/ (checked 2026-11-01)
- [S11] Service desk, incidents & requests — found from sitemap: https://www.glpi-project.org/en/it-service-desk-and-ticketing-features-of-glpi/ (checked 2026-11-01)
- [S12] Service desk, incidents & requests — found from sitemap: https://help.glpi-project.org/glpi-12/assistance/tickets (checked 2026-11-01)
- [S13] Change, problem & release management — found from sitemap: https://help.glpi-project.org/helpdesk/changes (checked 2026-11-01)
- [S14] Change, problem & release management — found from sitemap: https://help.glpi-project.org/helpdesk/problem (checked 2026-11-01)
- [S15] Assets, CMDB & discovery — found from sitemap: https://www.glpi-project.org/en/asset-management-with-glpi/ (checked 2026-11-01)
- [S16] Assets, CMDB & discovery — found from sitemap: https://help.glpi-project.org/inventory/impact_analysis (checked 2026-11-01)
- [S17] Self-service portal & service catalog — found from sitemap: https://help.glpi-project.org/glpi-12/assistance/service-catalog (checked 2026-11-01)
- [S18] Self-service portal & service catalog — found from sitemap: https://help.glpi-project.org/glpi-12/welcome-to-glpi-12/helpdesk-portal (checked 2026-11-01)
- [S19] Deployment, integrations & multi-client operation — found from sitemap: https://help.glpi-project.org/readme-1/api-v2 (checked 2026-11-01)
- [S20] Deployment, integrations & multi-client operation — found from sitemap: https://help.glpi-project.org/authentication/activate_sso (checked 2026-11-01)
- [S21] Self-hosting / on-premises installation docs — found from the homepage: https://www.glpi-project.org/en/downloads/ (checked 2026-11-01)

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Cite as: whats-best.ai, "GLPI — IT Service Management", AI panel analysis, as of 2026-11-06. https://whats-best.ai/software/itsm/glpi

Corrections: https://whats-best.ai/correct/1331?target=page