FreeITSM vs Runbook
FreeITSM
freeitsm.co.ukRunbook
runbookapp.comSide by side
| Figure | FreeITSM | Runbook |
|---|---|---|
| Price from | Free | $40/mo |
| Free plan | Yes | — |
| Free trial | — | Yes |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| API | Yes | — |
| Self-hosted | Yes | — |
| Plans published | 2 | 4 |
| Spec score · IT Knowledge Base Software | 8.9 (#9) | 7.6 (#45) |
| Audience | The maker describes it as a platform built by an IT professional for IT professionals to run a service desk. | The site names HR, customer support, IT, sales, operations, software development, maintenance, education, food service, hospitality, and construction teams as use cases. |
| Product | FreeITSM is an open-source IT service management platform with 23 integrated modules. | Runbook is a cloud-based manual and SOP platform that lets teams and AI read, follow, and execute documented processes. |
| 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. | The pricing table lists SAML single sign-on for Standard, Premium, and Enterprise, but not Starter. |
| 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 English site provides a Talk to us link to its support site for contact. |
Plans
Runbook
- Starter$40 a month
- Standard$180 a month
- Premium$600 a month
- EnterprisePriced on request
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.