Desenvolvimento de aplicação móvel integrada ao GLPi para suporte de TI

Abstract

The increasing complexity of Information Technology (IT) infrastructures demands IT Service Management (ITSM) solutions that ensure agility in incident response. The widely adopted open-source GLPi (Gestionnaire Libre de Parc Informatique) system, used for asset and ticket management, is robust but presents usability limitations for field technicians who rely on its web interface for quick operations. This work presents the development of a multiplatform mobile application integrated with GLPi, focused on optimizing the IT support team’s workflow and providing mobility. The solution was architected in three layers, using the Flutter framework (Dart language) for client development (Android and iOS), and a middleware service built with Python/Django REST Framework, which acts as a secure API Gateway and notification orchestrator. An instant alert system via Firebase Cloud Messaging (FCM) was implemented alongside crucial features, such as viewing recent calls and ticket "self-assignment,"eliminating the operational bottleneck of relying on fixed workstations. The project demonstrates the technical feasibility of modernizing legacy ITSM systems through service decoupling, resulting in increased operational efficiency for IT teams.