82 lines
2.4 KiB
Markdown
82 lines
2.4 KiB
Markdown
|
---
|
||
|
|
sidebar_position: 2
|
||
|
|
---
|
||
|
|
|
||
|
|
# P2 - 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
|
||
|
|
|
||
|
|
<details>
|
||
|
|
<summary>GLPI Database Export (SQL)</summary>
|
||
|
|
|
||
|
|
The SQL file is large (complete GLPI database export). Here is an excerpt of its structure:
|
||
|
|
|
||
|
|
```sql
|
||
|
|
-- 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](/assets/projets-oc/p02/bene_mael_1_export_122024.sql)
|
||
|
|
|
||
|
|
</details>
|
||
|
|
|
||
|
|
<details>
|
||
|
|
<summary>GLPI Agent Presentation (PDF)</summary>
|
||
|
|
|
||
|
|
<iframe src="/assets/projets-oc/p02/bene_mael_3_agent_GLPI_122024.pdf" width="100%" height="600px" style={{border: 'none'}}></iframe>
|
||
|
|
|
||
|
|
</details>
|
||
|
|
|
||
|
|
<details>
|
||
|
|
<summary>Flowcharts - Request Processing Workflows (PDF)</summary>
|
||
|
|
|
||
|
|
<iframe src="/assets/projets-oc/p02/bene_mael_4_logigramme_122024.pdf" width="100%" height="600px" style={{border: 'none'}}></iframe>
|
||
|
|
|
||
|
|
</details>
|
||
|
|
|
||
|
|
## Skills Acquired
|
||
|
|
|
||
|
|
- ITSM tool configuration
|
||
|
|
- Application of ITIL processes (incident, request, problem management)
|
||
|
|
- Technical procedure documentation
|
||
|
|
- Automated inventory implementation
|