iTOP 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
User Reviews

Overview

iTOP

4.2

(12)

Pricing

Pricing available upon request

About iTOP

iTop is an open-source, web-based ITSM and CMDB platform that aligns with ITIL best practices, offering flexibility for adapting to diverse organizational needs. The solution addresses the challenges of modern IT management.

It serves a wide range of industries and organizations that require helpdesk and service desk functions. The solution allows for gradual ITIL implementation, enabling users to deploy new modules as their needs evolve.

iTOP Screenshots

iTOP Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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iTOP Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of iTOP
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts/Notifications
API
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Audit Management
Audit Trail
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Communications Management
Configurable Workflow
Configuration Management
Contract/License Management
Customer Portal
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Data Mapping
Data Visualization
Document Management
Email Alerts
Email Management
Event Logs
Forms Management
Help Desk Management
Impact Management
Incident Management
Incident Reporting
Inventory Management
Investigation Management
Issue Management
IT Asset Management
IT Asset Tracking
IT Incident Management
IT Reporting
Knowledge Management
License Management
Maintenance Scheduling
Multi-Channel Communication
Multi-Language
Performance Monitoring
Prioritization
Problem Management
Project Management
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting
Relationship Mapping
Release Management
Reminders
Request Assignment
Risk Alerts
Risk Analysis
Risk Assessment
Scheduled/Automated Reports
Self Service Portal
Server Monitoring
Service Catalog
Service History
Service Level Agreement (SLA) Management
Service Request Management
Single Sign On
SSL Security
Status Tracking
Support Ticket Management
Support Ticket Tracking
Task Management
Third-Party Integrations
Ticket Management
Workflow Management

iTOP User Reviews

Overall Rating

4.2

Ratings Breakdown

33%

50%

17%

Secondary Ratings

Ease of Use

3.7

Value for money

4.2

Customer support

3.3

Functionality

4.0

Greg S.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed April 2018

We have fully customized the CMDB module of iTop

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Jeffrey B.

Verified reviewer

Information Technology and Services

Self-Employed

Used daily for more than 2 years

Review source

Reviewed February 2025

iTop - Where to really improve

Great, obviously :) I've been using it for almost ten years now! :o

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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 choosing iTOP

iTop Community edition was the best value. TopDesk was very close in terms of features, but way too expensive. You should have been more aggressive a few years ago on the Belgian market :) Perhaps not too late yet for the French speaking part; but the Flemish side now gives subsidies for mostly TopDesk projects -.-

Vendor Response

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!

Replied March 2025

Daniel A.

Verified reviewer

11-50 employees

Used daily for less than 6 months

Review source

Reviewed July 2018

Good tool for managing ITIL, with good graphic environment for the user

Monitoring of the IT processes of the organization, under the ITIL scheme. It covers a large amount of important need, equipment management, locations, etc.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

LEGRAND F.

Verified reviewer

Oil & Energy

10000+ employees

Used daily for more than 2 years

Review source

Reviewed May 2025

REX ENGIE Solutions France

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.)

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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 :)

Verified

Reviewer

Information Technology and Services

51-200 employees

Used weekly for less than 2 years

Review source

Reviewed March 2025

I-TOP, an open-source service management software

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Verified

Reviewer

Internet

2-10 employees

Used daily for less than 2 years

Review source

Reviewed March 2023

iTOP: The perfect software to manage your IT assets efficiently

I have been using iTOP for a few months now to manage my company's IT infrastructure, and so far my overall experience has been very positive. iTOP is a powerful and versatile tool that offers a wide range of features to effectively manage my IT infrastructure.What I particularly like about iTOP is its ease of use and intuitive interface. The software is easy to navigate and understand, even for novice users. The initial setup can be a bit complex, but once you understand how it works, everything becomes much easier.iTOP is also very customizable, which is very helpful in tailoring the software to my specific needs. I was able to customize many features to better suit my business needs.In addition, I appreciate the wide range of features that iTOP offers, including incident management, change management, asset management, problem management and more. Everything is integrated into one software package, making it easy to manage my company's IT infrastructure.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I have been using iTOP to manage my company's IT infrastructure for several months and I am very satisfied with it. Here are the aspects I have appreciated the most:Intuitive user interface: iTOP has a user-friendly interface that is easy to navigate. This allowed me to quickly find the features I needed and perform IT infrastructure management tasks in no time.Customization: iTOP is very flexible and allows me to customize the features to my specific needs. This has allowed me to adapt iTOP to my work environment for more efficient management of my IT resources.Advanced features: iTOP has advanced features for IT resource management, such as incident management, problem management, change management, configuration management, etc. This has allowed me to manage all IT infrastructure activities centrally, which has simplified and accelerated my daily tasks.Quality technical support: The technical support provided by iTOP is excellent. The technicians are quick to respond and have a thorough knowledge of the software, which has enabled me to quickly resolve the problems I have encountered.

Cons:

Limited customisation: although iTOP offers customisation options, some features cannot be changed or customised, which can be frustrating. I would like to be able to further customize some features to better suit my specific needs.

Reasons for choosing iTOP

We chose iTOP as the IT infrastructure management solution for our company because it offered the functionality we needed to effectively manage our IT infrastructure. We were looking for a solution that would allow us to manage all of our IT assets centrally and allow us to easily track issues, incidents and changes.iTOP provided us with a comprehensive and customizable platform that allows us to manage all of our IT assets, including servers, laptops, desktops, printers, routers and switches. We were able to easily set up ticket templates to track issues and incidents, as well as workflows to track changes.

Alexander M.

Verified reviewer

Internet

11-50 employees

Used weekly for more than 2 years

Review source

Reviewed August 2018

Integral ITIL process management

Previously 5

It allowed a banking organization to implement the ITIL tool by a fraction of the price of the large vendors' products.

Ratings Breakdown

Ease of use

Previously 4

Value for money

Customer support

Functionality

Pros:

1) Reporting capabilities. 2) Supports the main ITIL processes. 3) Allows many customizations

Cons:

1) It is not easy to implement. 2) Some default features do not support the needs of the organization.

Greg S.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed June 2017

I have indepth experience with this product and have been using it for 3 years.

We were able to eliminate a costly CMDB alternative.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Honestly, the price. It is free. We have found it is quite feature rich right off the bat but was lacking in significant ways that we were able to mostly over come.

Cons:

The support. It is very limited. We tried to engage for support and showed them some bugs and they said we were too big and were not the intended target....

Verified

Reviewer

11-50 employees

Used daily for less than 6 months

Review source

Reviewed July 2018

I have had experience using the software for my work