About iTOP
iTOP is a cloud-based IT service management (ITSM) and configuration management database (CMDB) platform that helps infrastructure managers and service support leaders manage IT services, optimize customer satisfaction, streamline returns on investments (ROI), and handle compliance.
The platform adapts to the business processes to streamline tasks and operations, enhance service quality, and more. iTop helps businesses address the challenges of modern IT management. Users can deploy new modules and functionalities as per their evolving needs, allowing them to adopt ITIL best practices at their own pace.
Key benefits of iTOP
•CMDB tool: It helps manage infrastructure assets, from servers to applications, ensuring everything stays operational. The tool helps handle changes and resolve incidents using impact analysis to assess the effects on services and contracts.
•Resource efficiency: The tool manages physical and logical assets lifecycle server loads, software licenses, and hardware inventory with a centralized system.
•Multi-channel ticketing system and SLA automation: It enables users to prioritize tasks and keep track of SLA commitments to ensure user satisfaction. It auto-dispatches and monitors tickets across multiple channels such as chat, email, and portal.
•Reporting: Users can generate reports, gain clear visibility into team activity, service levels, and productivity to share with upper management.
•Overview: Businesses get an executive view of the entire IT landscape that enables them to make informed decisions by tracking service contracts, supplier performance, and system reliability.
•Optimized process management: Users can tailor workflows to meet client-specific requirements while maintaining a standardized approach to service delivery. It helps centralize multi-client contracts for efficient tracking and billing.
•Continuous improvement: It helps monitor key performance indicators (KPIs) and optimize processes in real time. It regularly enhances service quality to maintain high levels of customer satisfaction.
•Compliance and risk management: It assists with data governance by complying with regulatory requirements.
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12 Reviews for UK Users
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- Industry: Computer Software
- Used Daily for 2+ years
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We have fully customized the CMDB module of iTop
Reviewed on 02/04/2018
Pros
The main pro is the cost. This is free to use. We use the CMDB portion of iTop. We have not touched the other modules like Incident and Change etc. The CMDB portion is pretty well defined and does allow for customization which is a huge aspect for us.
Cons
Support. There basically is very little. We even tried to pay for support but were told we were too big for them. That was surprising. There are some odd little bugs as well that we have had to get through but no show stoppers.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 2+ years
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- Likelihood to recommend 9.0 /10
iTop - Where to really improve
Reviewed on 27/02/2025
Great, obviously :)
I've been using it for almost ten years now! :o
Great, obviously :)
I've been using it for almost ten years now! :o
Pros
How open it is, how much you can customize and extend.
Cons
1) User rights management (back end mostly).
More granular permissions would be most welcome: a user might need read-only permissions on an object class (eg "pc") in one organization; while needing write permissions for another organization.
For some use cases, you'd even want to lock this down on a field level ('only HR can see the national ID field of a person')
2) How case logs are stored.
If we want to add metadata or do anything useful with them; it would be better if one case log entry means there is one database record. This could allow to keep track of metadata such as channel (in-person, email, chat, social media); external ID (e.g. the ID of the message on the social media platform, or a teams message, or ...).
3) Lack of conditional fields (visible/hidden, required/optional) in the standard iTop.
Reasons for Switching to iTOP
Response from Combodo
Thank you so much for your thoughtful feedback, Jeffrey! We also appreciate your suggestions. We’re always working on improvements, and your input helps us focus on what matters most. We’ll keep your comments in mind as we continue to evolve iTop. Thanks again for being part of our community!
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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- Likelihood to recommend 5.0 /10
Good tool for managing ITIL, with good graphic environment for the user
Reviewed on 11/07/2018
Monitoring of the IT processes of the organization, under the ITIL scheme. It covers a large amount...
Monitoring of the IT processes of the organization, under the ITIL scheme. It covers a large amount of important need, equipment management, locations, etc.
Pros
Tool for the control and administration of ITIL processes within an organization, within a single tool you can get a large part of the processes of an IT department
Cons
Very complicated at the time of making the configuration, the dependencies of the services and sub-services, establishing the circle between the delivery model and the contracts with the client, making their configuration not very fluid
- Industry: Oil & Energy
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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- Likelihood to recommend 8.0 /10
REX ENGIE Solutions France
Reviewed on 21/05/2025
Nous utilisons iTop en tant que CMDB et aussi pour la gestion des changements, incident, demandes...
Nous utilisons iTop en tant que CMDB et aussi pour la gestion des changements, incident, demandes (pas de gestion des problèmes).
Nous utilisons aussi iTop comme self-service, les utilisateurs saisisent via ds formulaires des demandes qui utilisent ensuite un connecteur pour lancer des API afin de réaliser l'action (gestion des enregistrements DNS, DHCP, habilitations, création de compte admin dans l'AD, création de certificat, etc.)
Pros
C'est un outil simple (hors développement de module) qui répond au besoin des équipes de support et des utilisateurs.
Cons
Le support (qui reste en best-effort si on ne souscrit pas un service) et la communauté qui n'est pas assez grande pour que tous le monde puisse s'entraider.
Le forum qui est en anglais alors que l'outil est francophone, ce n'est pas gênant en soit mais bizarre sachant que les vidéo, les représentations sont en français :)
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Weekly for 1+ year
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- Likelihood to recommend 8.0 /10
I-TOP, an open-source service management software
Reviewed on 08/03/2025
Overall a best opensource service management software if you are okay with the outdated UI or you...
Overall a best opensource service management software if you are okay with the outdated UI or you have resources to change the UI as you want.
Pros
One good thing is that it is an open source and easy to use, since it's web based, so there is no need to install separate software for that, easy to raise tickets and track the tickets. Easy to use for both the service requester and provider.
Cons
But the UI is too outdated and has very old tables. kind of feels like it's not a rich product. Since it's a service management software, it doesn't require a lot of UI designs. At least, out-of-the-box analytics features like graphs will help hugely.
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iTOP FAQs
Below are some frequently asked questions for iTOP.Q. What type of pricing plans does iTOP offer?
iTOP offers the following pricing plans:
- Pricing model: Free Version
- Free Trial: Available
For iTop on premise, please contact Combodo for pricing details, so we can adjust it to your demand. For iTop SaaS : - iTop Free is... free ! - iTop Team starts at 100€ (tax excl.) per month for 5 agents - iTop Tailored depends on many factors, so please contact us for a detailed pricing You can a recap on : https://www.itop-saas.com/en/#offers
Q. Who are the typical users of iTOP?
iTOP has the following typical customers:
11–50, 51–200, 201–500, 501–1,000
Q. What languages does iTOP support?
iTOP supports the following languages:
Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Polish, Portuguese, Russian, Slovak, Spanish, Traditional Chinese, Turkish
Q. Does iTOP support mobile devices?
iTOP supports the following devices:
Q. What other apps does iTOP integrate with?
We do not have any information about what integrations iTOP has
Q. What level of support does iTOP offer?
iTOP offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Related categories
See all software categories found for iTOP.
CMDB Software