Freedom251 › Enterprise Service Management Software
ZentraITSM
What ZentraITSM is
ZentraITSM is an IT service management platform for incidents, service requests, problems, changes, assets, configuration records, approvals, automation, knowledge, and operational analytics. It groups twelve ITSM practices on one platform, including service desk productivity and SLA control. Incident handling includes multi-channel intake, AI classification and suggested replies, rules-based routing, priority SLAs, and a major-incident command room. Change tools cover risk scoring, CAB calendars, freeze windows, conflict detection, implementation and backout plans, and approval history.
Asset management covers hardware, software, SaaS, contracts, licenses, and warranties. Its CMDB supports typed items, relationships, impact analysis, and service maps. Integrations include Okta, Entra ID, Slack, Teams, PagerDuty, Datadog, and GitHub, along with REST API, webhooks, and an event stream. ZentraITSM is available as managed cloud or self-hosted in a customer VPC, including air-gapped environments. Zentra Cloud costs $19 a month per agent, billed annually, and includes a 30-day trial. Cloud service lists a 99.9% uptime SLA and automated daily backups.
Who it suits
ZentraITSM is aimed at internal IT and service desk teams, IT operations and SRE, enterprise process owners, asset and procurement teams, MSPs, and other enterprise service departments. Its managed-cloud and self-hosted options may suit teams with different deployment requirements.
What it does well
- Covers twelve ITSM practices
- Incident intake, routing, and priority SLAs
- CMDB includes impact analysis and service maps
- Managed cloud or self-hosted deployment
- Cloud plan lists daily backups and a 99.9% uptime SLA
What to know first
- Zentra Cloud is $19 per agent monthly, billed annually
- Basic self-hosted plan is limited to 20 agents
- Standard plan is limited to 50 agents
- No free plan
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Zentra Cloud | billed annually · per agent · no minimum · unlimited end-users and requesters · 30-day free trial | $19 a month |
| Standard | billed annually · up to 50 agents · unlimited end-users and requesters | $249 a month |
| Basic | billed annually · up to 20 agents · unlimited end-users and requesters | $79 a month |
| Advanced | billed annually · unlimited agents · unlimited end-users and requesters | $799 a month |
As zentraitsm.com lists them, read 2 Oct 2026. The maker's own page has the final word.
Verdict
ZentraITSM combines service desk work with change governance, asset and CMDB management, integrations, and deployment options. Compare the agent limits and annual billing terms with your team's requirements before choosing a plan.
Facts from ZentraITSM's own pages
- Asset and CMDB
- Asset management covers hardware, software, SaaS, contracts, licenses, and warranties, while CMDB supports typed items, relationships, impact analysis, and service maps. · zentraitsm.com, 2 Oct 2026
- Change governance
- Change management includes risk scoring, CAB calendars, freeze windows, conflict detection, implementation and backout plans, and approval history. · zentraitsm.com, 2 Oct 2026
- Cloud service terms
- The Cloud plan lists a 99.9% uptime SLA and automated daily backups. · zentraitsm.com, 2 Oct 2026
- Company
- The About page describes Zentra as built by IT operators and gives no founding date or headquarters location. · zentraitsm.com, 2 Oct 2026
- Deployment
- Zentra says it is available as managed cloud or self-hosted in a customer VPC, including air-gapped environments, with configurable tenant data residency. · zentraitsm.com, 2 Oct 2026
- Incident handling
- Incident capabilities include multi-channel intake, AI classification and suggested replies, rules-based routing, priority SLAs, and a major-incident command room. · zentraitsm.com, 2 Oct 2026
- Integrations
- The site lists native integrations with Okta, Entra ID, Slack, Teams, PagerDuty, Datadog, and GitHub, plus REST API, webhooks, and an event stream. · zentraitsm.com, 2 Oct 2026
- Intended users
- The site describes use for internal IT and service desk teams, IT operations and SRE, enterprise process owners, asset and procurement teams, MSPs, and other enterprise service departments. · zentraitsm.com, 2 Oct 2026
- ITIL practices
- The product lists twelve ITSM practices on one platform, including incident, request, problem, change, asset, CMDB, automation, approvals, SLA control, knowledge, service desk productivity, and analytics. · zentraitsm.com, 2 Oct 2026
- Limits
- The self-hosted Basic plan is limited to 20 agents and includes incident and service-request service desk features, while Standard is limited to 50 agents. · zentraitsm.com, 2 Oct 2026
- Product
- Zentra is an ITSM platform for incident, service request, problem, and change management, assets and CMDB, SLAs, approvals, automation, knowledge, and operational analytics. · zentraitsm.com, 2 Oct 2026
- Security
- Listed security controls include encryption in transit and at rest with key rotation, granular field- and record-scoped access, immutable audit-log export, and ISO 27001 and SOC 2 aligned controls. · zentraitsm.com, 2 Oct 2026
- Support
- The pricing page lists priority support with a one-business-day response for Cloud and Standard, and 24×7 enterprise support with a named engineer for Advanced. · zentraitsm.com, 2 Oct 2026
Where ZentraITSM stands on Freedom251
- Enterprise Service Management Software#18 of 29
- IT Problem Management Software#25 of 39
- IT SLA Management Software#33 of 50
- IT Change Management Software#29 of 43