FreeITSM vs OTOBO
FreeITSM
freeitsm.co.uk
OTOBO
otobo.ioSide by side
| Figure | FreeITSM | OTOBO |
|---|---|---|
| Price from | Free | €325/mo |
| Free plan | Yes | — |
| Free trial | — | — |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 2 | 3 |
| Spec score · IT Change Management Software | 9.0 (#6) | 7.6 (#23) |
| Audience | The maker describes it as a platform built by an IT professional for IT professionals to run a service desk. | The maker describes OTOBO for IT and business departments, external service providers, and customers collaborating on one platform. |
| Integrations | Official pages document Microsoft 365, Google Workspace/Gmail, VMware vCenter, Microsoft Intune, WhatsApp through Twilio or Meta, and optional chat channels. | Its Generic Interface provides REST and SOAP APIs for creating web services that trigger activities in third-party systems or retrieve information. |
| Product | FreeITSM is an open-source IT service management platform with 23 integrated modules. | OTOBO is a web-based, modular service management platform for IT and non-IT services. |
| Security | The System module lists OpenID Connect SSO, AES-256-GCM encryption key management, TOTP multi-factor authentication, account lockout, IP-based brute-force protection, and trusted device management. | Security capabilities described by the maker include two-factor authentication, brute-force protection, SSL encryption, access controls, and audit logging. |
| Support | The maker describes FreeITSM as a solo passion project with no formal support and directs users to GitHub to report bugs or ideas. | The maker offers paid Entry, Professional, and Enterprise support plans with different service hours, response times, and service-request allowances. |
Plans
In their own words
FreeITSM
FreeITSM is an open-source IT service management platform with 23 integrated modules for running a service desk. Its Tickets module connects Microsoft 365 and Google Workspace mailboxes for email ticketing, assignment, prioritisation, replies, attachments and audit trails. Assets tracks physical and virtual equipment and can discover VMware virtual machines through vCenter. Listed service-management tools include risk assessment, approval workflows, change calendars and change audit trails. Optional AI features provide knowledge answers, ticket-reply cleanup, form assistance, workflow authoring and problem detection. They use a customer-provided Anthropic, OpenAI or OpenRouter key, and provider usage may cost extra. FreeITSM runs with Docker on Linux or Windows, or through IIS with PHP or WAMP and MySQL 8.0+ or MariaDB 10.5+. Security options include OpenID Connect SSO, AES-256-GCM key management, TOTP multi-factor authentication, account lockout, brute-force protection and trusted devices. The project has no formal support.