Freshservice vs iTop
Freshservice
freshworks.com
iTop
itophub.ioSide by side
| Figure | Freshservice | iTop |
|---|---|---|
| Price from | $19/mo | Free |
| Free plan | — | Yes |
| Free trial | Yes | — |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 7 | 4 |
| Spec score · IT Change Management Software | 9.1 (#3) | 8.7 (#9) |
| Spec score · IT Problem Management Software | 9.1 (#3) | 8.8 (#9) |
| Spec score · Self Service Software | 9.1 (#2) | 8.7 (#10) |
| Spec score · IT Help Desk Software | 9.1 (#4) | 8.8 (#14) |
| Spec score · IT Service Catalog Software | 9.1 (#2) | 8.8 (#6) |
| Spec score · IT Incident Management Software | 9.1 (#3) | 8.7 (#11) |
| Spec score · IT Knowledge Base Software | 9.0 (#6) | 8.7 (#14) |
| Spec score · IT Ticketing Systems | 9.2 (#3) | 8.9 (#9) |
| Spec score · IT Service Management - Midmarket Software | 9.1 (#5) | 8.9 (#7) |
| Spec score · ITSM Software | 9.1 (#6) | 8.9 (#8) |
| Change management | Change management assesses service impact and risks using contextual data before rollout. | The data model supports both simple change workflows and ITIL-compliant normal, routine and emergency changes. |
| Integrations | Freshworks says its marketplace has thousands of apps and its broader ecosystem exceeds 1,200 enterprise apps. | The extension marketplace lists integrations for vSphere, DHCP, DNS, OpenID Connect, Power BI, SAML, email-to-ticket and other systems. |
| Maker legal name | Freshworks Inc. is the public company identified as Freshservice's maker. | The iTop Hub terms identify Combodo as a French company with SIREN 522588979. |
| Purpose | Freshservice is an AI-powered IT management solution designed to simplify employee experiences. | iTop is an open-source ITSM and CMDB solution for managing configuration items and their relationships, requests, incidents, problems, changes, and service catalogs. |
| Rating on TrustRadius | 8.4 out of 10 from 367 reviews and ratings | 9.6 out of 10 from 2 reviews |
| Security controls | The trust center documents audit logging, multi-factor authentication, role-based access control, encryption at rest and encryption in transit. | The listed security features include role-based permissions, SSO using SAML, OAuth, OpenID or CAS, multifactor authentication, brute-force protection, and data silos. |
| Service catalog | A unified service catalog and self-service portal let employees submit and track requests. | iTop includes service-catalog management linked to CMDB data and service processes. |
| System requirements | The web app supports the latest two versions of Chrome, Firefox, Safari and Edge; mobile support is iOS 10+ and Android 7.1.1+. | For iTop 3.3, the published compatibility table lists PHP 8.2–8.4 with MySQL 5.7+ or MariaDB 10.6–11.8. |
| What it does | Freshservice is Freshworks' cloud-based AI service-operations and IT service-management platform covering IT service, operations, asset management and enterprise service delivery. | iTop is an open-source, web-based IT service-management and CMDB platform designed around ITIL processes. |
Plans
Freshservice
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- Starter$19 a month
- Growth$49 a month
- Pro$99 a month
- EnterprisePriced on request
In their own words
Freshservice
Freshservice is an IT management service for employee service and IT operations. Its service desk covers incident, change and problem management, service catalogs, knowledge management and SLA policies. IT asset management includes asset lifecycle management, discovery across on-premises, cloud and hybrid environments, and a continuously updated CMDB. Operations features include alert and on-call management, major incident management, service health monitoring and a status page. Freddy AI includes an agent studio, a copilot for drafting responses and summarizing tickets, and insights for identifying trends. Freshworks Marketplace lists more than 1,000 integrations, including Microsoft Teams, Slack, TeamViewer, Jira and Azure AD. Freshservice offers web access, iOS and Android apps, and RESTful API access; API rate limits vary by plan from 100 to 500 calls per minute. Freshworks states that data is encrypted at rest with AES 256-bit encryption and in transit with HTTPS and TLS 1.2. GDPR and SOC 2 are listed across the four plans. Annual billing starts at $19 a month, and a 14-day trial is offered without a credit card.