TrustRadius

GLPI vs. Sugar Serve

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GLPI
Score 9.7 out of 10
Mid-Size Companies (51-1,000 employees)
GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.
$23
per IT agent/per month
Sugar Serve
Score 9.0 out of 10
N/A
SugarCRM offers Sugar Serve, a version of its CRM providing en emphasis on customer service automation, service case management, SLA management, customer self-service and includes the SugarBPM workflow tool to automate processes.N/A
Pricing
GLPISugar Serve
Editions & Modules
GLPI Network Cloud
$23
per IT agent/per month
Basic
$1,455
for <10 IT agents; <500 IT assets
Standard
$4,365
for <50 IT agents; < 5000 IT assets
Advanced
$14,550
for >51 IT agents; > 5001 IT assets
No answers on this topic
Offerings
Pricing Offerings
GLPISugar Serve
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup Fee$1,200 per installationNo setup fee
Additional DetailsPrices for on-premises support L.3 and editor´s guarantee depends on the number of IT agents and IT assets. The price for GLPI Network Cloud is unique price per IT agent/per month. IT assets are free of charge and unlimited on GLPI Network Cloud. End users are free of charge for both options.—
More Pricing Information
Features
GLPISugar Serve
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
GLPI
9.2
1 Ratings
11% above category average
Sugar Serve
8.9
2 Ratings
12% above category average
Organize and prioritize service tickets10.01 Ratings8.52 Ratings
Expert directory8.01 Ratings9.02 Ratings
Self-service tools10.01 Ratings00 Ratings
ITSM collaboration and documentation10.01 Ratings8.52 Ratings
ITSM reports and dashboards8.01 Ratings00 Ratings
Subscription-based notifications00 Ratings9.52 Ratings
Ticket creation and submission00 Ratings9.02 Ratings
Ticket response00 Ratings9.02 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
GLPI
9.5
1 Ratings
14% above category average
Sugar Serve
-
Ratings
Configuration mangement9.01 Ratings00 Ratings
Asset management dashboard10.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
GLPI
8.5
1 Ratings
1% above category average
Sugar Serve
-
Ratings
Change requests repository9.01 Ratings00 Ratings
Service-level management8.01 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
GLPI
-
Ratings
Sugar Serve
8.8
2 Ratings
13% above category average
External knowledge base00 Ratings9.02 Ratings
Internal knowledge base00 Ratings8.52 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
GLPI
-
Ratings
Sugar Serve
8.9
2 Ratings
15% above category average
Customer portal00 Ratings9.02 Ratings
IVR00 Ratings8.52 Ratings
Social integration00 Ratings9.02 Ratings
Email support00 Ratings9.02 Ratings
Help Desk CRM integration00 Ratings9.02 Ratings
Best Alternatives
GLPISugar Serve
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.2 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GLPISugar Serve
Likelihood to Recommend
10.0
(1 ratings)
9.0
(2 ratings)
User Testimonials
GLPISugar Serve
Likelihood to Recommend
Teclib
GLPI is a good solution for most companies.
Víctor Carrión Hontoria | TrustRadius Reviewer
Read full review
SugarCRM
The idea of Sugar Serve, is similar to SugarCRM, so I feel more comfortable implementing it, thanks to having used SugarCRM in the past. It allows us to change and adapt the design to be able to use it according to the needs of my department and according to the goals of our company. It is a great help to have the customization that Sugar Serve offers us. If we want to connect to an external service, we just contact our IT staff to develop a module that connects internally via API.
Brandon R Hudson | TrustRadius Reviewer
Brandon R Hudson
Software Engineer
Read full review
Pros
Teclib
  • Tickering
  • Inventory
  • FAQ
Víctor Carrión Hontoria | TrustRadius Reviewer
Read full review
SugarCRM
  • Customizable messages.
  • Mood survey.
  • Auto response.
Abhijeet Raghavan | TrustRadius Reviewer
Abhijeet Raghavan
Internet Marketing Manager
Read full review
Cons
Teclib
No answers on this topic
SugarCRM
  • The interface that works with other systems is not ready, it lacks extensibility by default.
  • It necessitates the presence of a responsible someone with some programming skills.
  • The problem is especially noticeable with custom objects. Elements that should be removed remain, or an error occurs, making it a bit useless.
Brandon R Hudson | TrustRadius Reviewer
Brandon R Hudson
Software Engineer
Read full review
Alternatives Considered
Teclib
We selected GLPI because it is free software, and because of the potential it expected to have. We do not consider other alternatives.
Víctor Carrión Hontoria | TrustRadius Reviewer
Read full review
SugarCRM
Its quick response, customer service, and ticketing service are the best.
Abhijeet Raghavan | TrustRadius Reviewer
Abhijeet Raghavan
Internet Marketing Manager
Read full review
Return on Investment
Teclib
  • Quick resolution of incidents
  • User satisfaction measurement
Víctor Carrión Hontoria | TrustRadius Reviewer
Read full review
SugarCRM
  • The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
  • It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
  • It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration
Brandon R Hudson | TrustRadius Reviewer
Brandon R Hudson
Software Engineer
Read full review
ScreenShots

GLPI Screenshots

Screenshot of Dashboards for Asset Management and HelpdeskScreenshot of Asset ManagementScreenshot of Asset management: item viewScreenshot of User managementScreenshot of Helpdesk: Kanban viewScreenshot of Helpdesk