--- title: "iTOP Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about iTOP Software - reviews, pricing plans, popular comparisons to other Service Desk products and more." source_url: "https://www.capterra.com/p/163429/ITOP/" page_type: "product" language: "en" --- # iTOP Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) iTOP ## What is iTOP? Looking for a reliable, flexible, and cost-effective way to manage your IT services easily? iTop is the comprehensive solution designed with your needs in mind. Whether you’re an infrastructure manager handling complex systems, a service support leader striving for customer satisfaction, or a decision-maker focused on ROI and compliance, iTop adapts to your processes to simplify your tasks, streamline operations, and enhance service quality. Gain a real-time, 360° view of all your IT assets and incidents in one place, reducing downtime and improving the efficiency of your support team. Effortlessly manage multi-client environments and streamline collaboration across departments. 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. Originally developed as an open-source project, iTop has continually evolved to address the challenges of modern IT management. ## What is iTOP used for? [IT Service](https://www.capterra.com/it-service-software/)[IT Management](https://www.capterra.com/it-management-software/)[Customer Service](https://www.capterra.com/customer-service-software/) Top alternative Featured Overall rating Based on 12 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for iTOP?[Manage this product listing](https://www.g2.com/products/itop/claim_requests/new?auto=true) ## iTOP Overview Updated September 2026 AI summary iTOP provides midsize and small businesses with a configurable solution for IT asset, configuration, and incident management, spanning categories like CMDB, ITSM, and customer service. It centralizes asset tracking, service request handling, and workflow automation, while offering features such as support ticket management, self-service portal, reporting, and customizable forms. Deployment options include cloud and on-premise platforms. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### iTOP 4.1 (12) VS. [4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price Contact vendor Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.6 (12) Ease Of Use 4.6 (298) Value For Money 4.2 (12) Value For Money 4.4 (294) Customer Service 3.3 (12) Customer Service 4.5 (297) ## iTOP alternatives [4.5 (461)](https://www.capterra.com/p/144309/Atera/reviews/) Starting price $129.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [4.5 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.7 (298)](https://www.capterra.com/p/184229/NinjaOne/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars Highest Rated [4.9 (239)](https://www.capterra.com/p/180609/Action1-RMM/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 99% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/163429/ITOP/alternatives/) ## FAQs about iTOP Overview ### Which roles and teams benefit most from iTOP? iTOP is most used by IT administrators, infrastructure specialists, and service managers who need asset tracking, configuration management, and incident workflows in one system. Project managers and product owners use it to coordinate operational changes, while architects, developers, and executives rely on it for visibility into systems, dependencies, and service performance. Answer based on 12 reviews Overview ### What company size and specific industries is iTOP built for? iTOP is designed for SMEs and enterprises, including IT departments in large organizations and MSPs. It also fits government and public sector teams that need an open-source IT service management solution with customizable workflows and cost-effective deployment. Features and Usability ### What are the key features of iTOP? iTOP offers IT asset management, incident management, problem management, and change management, along with help desk management and service request management. It also includes service catalog, SLA management, knowledge base management, workflow management, audit trail, reporting and analytics, and self service portal features. Getting Started and Support ### What training and onboarding options does iTOP offer? iTOP provides in person training, live online sessions, webinars, documentation, and videos. In person and live online formats support guided instruction, webinars cover topics in a group setting, documentation gives written reference material, and videos offer visual self-paced learning for teams getting started. Getting Started and Support ### What customer support options does iTOP offer? iTOP provides email/help desk, FAQ/forum, knowledge base, and phone support. With no reviewer feedback available on support experiences, the product’s support quality, response times, and helpfulness cannot be assessed from user comments. ## Features AI summary Based on 112 Service Desk reviews Capterra data shows that buyers of CMDB software rank the following features as their top priorities: - **Support Ticket Management** (**67%** of reviewers rated this feature as critical) - **Incident Management** (**62%**) - **Self Service Portal** (**61%**) iTOP supports all three features that reviewers rate highest: **Support Ticket Management**, **Incident Management**, and **Self Service Portal**. Together, these capabilities help businesses handle service requests in one place, respond to incidents faster, and give users a direct way to submit and track issues, allowing teams to improve service delivery and maintain better control over IT operations. Support Ticket Management 4.3 (4) 100.00% of 4 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Service Level Agreement (SLA) Management 4.3 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution API 3.8 (4) 100.00% of 4 reviewers that rated this feature as important or highly important Application programming interface that allows for integration with other systems/databases Real-Time Notifications 4.3 (4) 75.00% of 4 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Alerts/Notifications 4.3 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges IT Asset Management 4.3 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Managing inventories and tracking changes to hardware and software configurations iTOP 85 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Active Directory Integration: Integrates with Active Directory - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communications Management: Record and track all relevant internal and external communications - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Portal: A website or login for customers to access information - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Data Mapping: Track the management and flow of data throughout the organization - Data Visualization: Graphical representation of data - Document Management: Store, manage, and track all electronic documents in a centralized location - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Event Logs: A chronological record of actions or occurrences within a network, software, or process - Forms Management: Store, manage and track all forms in a centralized location - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Impact Management: Analysis of impact/effect on IT services and other business processes - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Inventory Management: Track and manage inventory levels to maintain proper supply - Investigation Management: Oversee people and resources to carry out an investigation - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Incident Management: Manage incidents related to outages or breaches in functionality of IT systems - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - License Management: Track and organize the number of licenses available to the organization - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Performance Monitoring: Monitoring and measurement of relevant metrics to assess the performance of IT resources - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Relationship Mapping: Creating relationships between different IT assets to define their status and dependencies in a network - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reminders: Timed notification for any upcoming task, deadline, appointment, or activity - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Risk Alerts: Notifying as a warning or reminder of a potential or imminent hazard - Risk Analysis: Analyze potential risks across the organization - Risk Assessment: Initiate collection and analysis of known risks - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Server Monitoring: Continuously scan servers on a designated network to monitor health and search for any irregularities or failures - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service History: Track work performed and resources used for past customers, sites, or assets - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Single Sign On: Allow users to access multiple services after entering their login credentials once - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Status Tracking: Track the status over time for a request, process, asset, or transaction - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Management: Create, manage and track all task activities and progression - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.0 (12) 4.0 Based on 12 reviews ## Pricing Value for money 4.2 (12) ### Starting price Free trial available Value for money 4.2 (12) 4.2 Based on 12 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.3 (12) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.3 (12) 3.3 Based on 12 reviews ## User reviews Overall rating 4.1 Based on 12 reviews Filter by rating 5(3) 4(7) 3(2) 2(0) 1(0) Mentioned topic Sorted by most recent LF LEGRAND F. Product Owner Oil & Energy ### "REX ENGIE Solutions France" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 May 21, 2025 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 :) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Software Developer Information Technology and Services ### "I-TOP, an open-source service management software" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 March 8, 2025 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JB Jeffrey B. Swiss army knife Information Technology and Services ### "iTop - Where to really improve" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 February 27, 2025 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. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/) [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) 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 -.- Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor March 4, 2025 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! FG fabien G. it soecialist Food & Beverages ### " iTOP Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 3/10 February 2, 2025 Administration et utilisation reguliere depuis plusieurs annees Pros Modele flexible et robuste. Ouvert etc interconnectable. Open source, libre, local Cons Documentation pas passez precise. ........ Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Coût, complexité du prédécesseur. Choix de l'Open Source. Alternatives considered [EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) Reasons for choosing iTOP Coût, complexité du prédécesseur. Choix de l'Open Source. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor March 4, 2025 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. PA Patrick A. Chef de projet RUN Utilities ### "Très bon outil qui sait s'adapter au besoin du client !" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 30, 2025 Très bonne expérience. Un outil de grande qualité. Une équipe Support très performante. Ainsi que l'équipe commerciale, projet, R&D etc 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 :) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor March 4, 2025 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! AN Anonymous User CEO Internet ### "iTOP: The perfect software to manage your IT assets efficiently" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 March 28, 2023 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Alexander M. AWS Project Manager / AWS System Administrator Internet ### "Integral ITIL process management " 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 August 20, 2018 It allowed a banking organization to implement the ITIL tool by a fraction of the price of the large vendors' products. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Especialista en infraestructura ### "I have had experience using the software for my work" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 July 12, 2018 It has brought benefits for the time of making inventories and take the requests of internal customers 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 Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Daniel A. Analista de infraestructura ### "Good tool for managing ITIL, with good graphic environment for the user" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 5/10 July 11, 2018 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 Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. GS Greg S. Senior Applications Architect Information Technology and Services ### "We have fully customized the CMDB module of iTop" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 April 2, 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/163429/ITOP/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [JIRA Service Management vs iTOP](https://www.capterra.com/compare/163429-227102/ITOP-vs-JIRA-Service-Management)