Case Study: Grupo DPSP achieves unified ITSM and ESM at scale with GLPI

Grupo DPSP manages 1.6M tickets with GLPI

Grupo DPSP, Brazil's second-largest pharmacy chain, faced significant challenges managing IT and business services across its vast network of 1,700 stores and 29,000 employees. Restrictive per-user licensing costs from their previous software hindered scalability and created data fragmentation, preventing a unified view of operations. This prompted them to seek a new service management strategy and they chose the open-source GLPI platform.

The implementation of GLPI provided a flexible and scalable solution that consolidated 1.6 million historical tickets into a single platform. The GLPI solution now processes 40,000 tickets monthly and manages over 30,000 assets. Its adaptability allowed Grupo DPSP to expand from IT service management to enterprise service management (ESM), encompassing departments like HR, Finance, and Maintenance without extra licensing costs, achieving significant operational efficiency and unified asset tracking.

Grupo DPSP