iTop

iTop is an open-source IT service management platform for teams that want requests, changes, and asset records connected in one system. It is strongest for organizations building structured IT processes around a configurable CMDB; the main trade-offs are that advanced service management is optional and there is no mobile app.

Overview

Combodo has developed iTop since 2010. Its service catalog links incident, request, problem, and change processes to the CMDB, so teams can work with service and asset context rather than treating every ticket as an isolated item. That makes iTop a more suitable choice for formal IT service management than for a team that needs only a basic help desk.

The Community offer makes an on-premise deployment possible at no charge. Teams that want a hosted service or higher service levels can consider Atelier and Forge, but those offers have custom pricing. The distinction matters: iTop can start as a free platform, while some operational and industrial service capabilities belong to paid offers.

Key features

The service catalog connects to incident, request, problem, and change workflows and supports SLA calculation. Through the web portal, employees can submit requests, follow progress, and send updates. Approval workflows and a knowledge base support a more organized service desk, though teams should account for advanced service management being optional and some industrialized features being offered separately.

The CMDB supports configurable configuration items, synchronization, impact analysis, audits, and asset management. This gives teams a way to relate service work to infrastructure and assets, which is useful when changes or incidents need to be understood in context. iTop Designer offers a graphical low-code way to adjust workflows, attributes, menus, and other elements; that flexibility can suit organizations with processes that do not fit a fixed template, while requiring them to make and maintain those choices.

Integrations include a REST API and webhooks, with integrations or collectors described for OCS Inventory, VMware, Microsoft Graph, Azure, vSphere, and Ansible. Security features include role-based permissions, SSO, MFA, brute-force protection, and department data silos. Combodo also describes long-term and short-term release lifecycles and a public, documented vulnerability process. Its SaaS hosting is in an OVH European datacenter identified as ISO 27001 and HDS, with encrypted backups in a second European datacenter.

Pricing

Community is the clear starting point for organizations prepared to host iTop themselves and accept the standard feature set. Atelier suits teams seeking operational service management and a Bronze or Silver service level; Forge is aimed at industrial service management and offers Silver or Gold. Paid subscriptions include support from France-based engineers for usage, complex incidents, and migrations. The paid offers have no published price, so teams should compare their required service level and advanced capabilities before choosing one.

Platforms

iTop is available through the web and supports Linux, Windows, API access, and self-hosted deployment. SaaS availability is also offered through Atelier and Forge. There is no mobile app, so staff who need a dedicated mobile application should consider another option.

Who it's for

iTop is intended for businesses of all sizes, from startups to global organizations. It is a good fit for IT teams that want a CMDB tied to service workflows, need configurable processes, and can either operate an on-premise system or pay for a service level. Teams after a lightweight ticket queue, a mobile app, or advanced service management included by default are less likely to find it the right fit.

Pros and cons

• Connected CMDB and service desk: service, incident, request, problem, and change processes can be managed alongside asset and configuration records.
• Flexible configuration: iTop Designer lets teams adjust workflows and other system elements through a graphical low-code interface.
• Free on-premise entry point: Community costs nothing and provides an option for organizations able to host the platform themselves.
• Advanced capabilities are optional: teams requiring advanced or industrialized service management may need a paid offer.
• No mobile app: the web portal supports users, but there is no dedicated mobile application.
• Paid offer pricing is custom: Atelier and Forge require a pricing discussion, which makes budgeting less direct.

Alternatives

FreeITSM is another free option for teams looking for an ITSM platform across web, Linux, self-hosted deployment, and API access. Nova-Suite is worth considering when a free, self-hosted product with an employee portal, incident and problem management, a knowledge base, and change management better matches the need.

GLPI may suit teams that want a freemium option with a free trial and broader platform coverage, including Android, macOS, and Windows; its Public Cloud plan starts at €19 a month per IT agent. Vivantio is a paid alternative for buyers willing to consider a published annual agent price range of $49–$99 per month, with end users free.

Pandora RC is an alternative with a free tier capped at five devices and paid SaaS and on-premise tiers. Znuny is another free, open-source option with API, Linux, self-hosted, and web platforms, as well as a paid hosting plan. ChangeGear is a paid alternative for teams comparing IT change management platforms.

For focused comparisons, browse IT Change Management Software, CMDB Software, IT SLA Management Software, and IT Help Desk Software.

Verdict

Choose iTop if your team needs an open-source ITSM platform that ties service workflows to a configurable CMDB, and Community's free on-premise option suits your operating model. Look elsewhere if you need a mobile app or expect advanced service management and paid support without moving to a custom-priced offer.