GLPI vs. Parature (Discontinued)

GLPI is
well suited to an on prem environment, I work for a company that values open-source
software and European solutions.
I have no
experience with GLPI cloud hosted solution or their support as we have in house
devs that fix and improve our installation, their community in the support forum
is excellent if you have a question or want advice on an issue.

Incentivized

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.

Incentivized

• Tickering
• Inventory
• FAQ

Incentivized

• Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
• Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
• Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.

Incentivized

• Lack of auto update mechanism.
• Admin interface is somewhat dated.

Incentivized

• Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
• The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
• Support was often unresponsive when contacted for unplanned problems.
• The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
• It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.

Incentivized

Parature has been the best option for this campus in terms of what we use it for and there is no alternative

Incentivized

We’ve used
GLPI for many years and the interface has gotten better with every major
release, the dashboard is easy to use and customizable.

With the
massive catalogue of plugins, you can change or add so many features and if you
have the right team, you can turn it into a completely unique piece of
software.

So, if the
default setup isn’t to your liking you can tweak it extensively.

Incentivized

It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.

Incentivized

They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.

Incentivized

Nothing ever seemed to get resolved

Incentivized

We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.

Incentivized

There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs

Incentivized

• Quick resolution of incidents
• User satisfaction measurement

Incentivized

• Parature allows for better Customer Service
• Can follow up automatically for tickets
• Will automatically close tickets that haven't been responded to.
• Allows customers to reopen tickets easily and not allow them to be missed.

Incentivized