--- title: "iTOP Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of iTOP. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if iTOP is a good fit for you!" source_url: "https://www.softwareadvice.com/product/475478-ITOP/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [iTOP](https://www.softwareadvice.com/product/475478-ITOP/) / iTOP Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/product/475478-ITOP/) Reviews # iTOP User Reviews ## Reviews summary - Overall rating: 4.1/5 - Total reviews: 12 ### Secondary ratings - Ease of use: 3.6/5 - Customer support: 3.3/5 - Value for money: 4.2/5 - Functionality: 4/5 ### Rating distribution - 5 stars: 3 reviews (25%) - 4 stars: 7 reviews (58%) - 3 stars: 2 reviews (17%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ## iTOP customer reviews Showing reviews 1-12 of 12 (page 1). ### We have fully customized the CMDB module of iTop - Overall rating: 4/5 - Reviewer: Greg S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 1/5 - Functionality: 4/5 #### 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. --- ### iTop - Where to really improve - Overall rating: 4/5 - Reviewer: Jeffrey B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: Self-Employed - Product usage: Used daily for more than 2 years - Reviewed: February 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review. Great, obviously :) I've been using it for almost ten years now! :o #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### 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 --- ### Good tool for managing ITIL, with good graphic environment for the user - Overall rating: 3/5 - Reviewer: Daniel A. - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 2/5 - Value for money: 2/5 - Customer support: 3/5 - Functionality: 2/5 #### 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 --- ### REX ENGIE Solutions France - Overall rating: 4/5 - Reviewer: LEGRAND F. - Verified reviewer: Yes - Industry: Oil & Energy - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered 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: 4/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 3/5 #### 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 :) --- ### I-TOP, an open-source service management software - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: March 2025 - Review source details: This review was submitted organically. No incentive was offered 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: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### 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. --- ### iTOP: The perfect software to manage your IT assets efficiently - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 5/5 #### 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. --- ### Integral ITIL process management - Overall rating: 4/5 - Reviewer: Alexander M. - Verified reviewer: Yes - Industry: Internet - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: August 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 3/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### 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. --- ### I have indepth experience with this product and have been using it for 3 years. - Overall rating: 4/5 - Reviewer: Greg S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We were able to eliminate a costly CMDB alternative. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 2/5 - Functionality: 4/5 #### 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.... --- ### I have had experience using the software for my work - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: Used daily for less than 6 months - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has brought benefits for the time of making inventories and take the requests of internal customers #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros This software is very good because it is quite complete and I can manage the company's systems, excellent for inventorys #### Cons the software has several points against it since it is not so easy to use and a bit difficult to configure but with time you get used to it --- ### ITOP is the Best open source tool I ever seen . It has all aspects of ITIL practices. Many thanks. - Overall rating: 5/5 - Reviewer: Govinda R. - Verified reviewer: Yes - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros CMDB, features, ITIL based modules like SR, Incidents, Problem and change , Automation ready tool, API integration etc.. --- ### iTOP Review - Overall rating: 4/5 - Reviewer: fabien g. - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: February 2025 - Review source details: This review was submitted organically. No incentive was offered Administration et utilisation reguliere depuis plusieurs annees #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Modele flexible et robuste. Ouvert etc interconnectable. Open source, libre, local #### Cons Documentation pas passez precise. ........ #### Reasons for choosing iTOP Coût, complexité du prédécesseur. Choix de l'Open Source. #### Reasons for switching to iTOP Coût, complexité du prédécesseur. Choix de l'Open Source. #### Vendor response Thank you for sharing your review! We're glad to hear that you find iTop flexible, robust, and well-suited for interconnectivity. We understand the importance of clear documentation and will take your feedback into account as we continue to improve. Replied March 2025 --- ### Très bon outil qui sait s'adapter au besoin du client ! - Overall rating: 5/5 - Reviewer: Patrick A. - Verified reviewer: Yes - Industry: Utilities - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered Très bonne expérience. Un outil de grande qualité. Une équipe Support très performante. Ainsi que l'équipe commerciale, projet, R&D etc #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Sa customisation et son adaptabilité. Le fait également de facilement mettre en place des notifications vers les utilisateurs. #### Cons Ce n'est pas que je n'apprécie pas mais je pense que les dashboards peuvent être améliorés. Mais il me semble que Combodo y travaille :) #### Vendor response Thanks a lot for your kind words! We're so happy to hear that iTop’s flexibility, customizability, and adaptability have made a difference for you. We’ll definitely take your feedback into account as we continue to improve. It’s also awesome to hear you’ve had such a great experience with our teams. We’re always here to help! Replied March 2025 --- iTOP Reviews, Pros and Cons - 2026 Software Advice