iSupport Service Desk vs iTop
iSupport Service Desk
isupport.comiTop
combodo.comSide by side
| Figure | iSupport Service Desk | iTop |
|---|---|---|
| Price from | — | Free |
| Free plan | — | Yes |
| Free trial | Yes | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| Linux | — | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 3 | 6 |
| Spec score · IT Change Management Software | 8.6 (#11) | 8.7 (#10) |
| CMDB | The CMDB records assets, services and resources and graphically displays their relationships. | The CMDB supports configurable classes, relationship and dependency mapping, impact analysis, audits, license and warranty tracking and asset records. |
| Company founding | iSupport Software says it was founded in 1992. | Combodo says it was founded in Grenoble, France in 2010 by Erwan Taloc, Denis Flaven and Romain Quetiez. |
| Customization | Administrators can configure custom forms, workflows, integrations, and complex business rules. | iTop Designer offers drag-and-drop low-code changes to workflows, attributes and menus, while developers can extend behavior with PHP methods. |
| Founded | 1992 | 2010 |
| Headquarters | Washington State, United States | Échirolles, France |
| Integrations | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. | Built-in collectors and synchronization can connect with OCS Inventory, VMware, Microsoft Graph, Azure, vSphere and Ansible. |
| Problem and change management | Service Desk supports related incidents and assets, change types, hierarchical templates, approvals, escalation, audit history and configurable notifications. | Change workflows support ITIL-style minor and major changes, recovery plans, subtasks, escalation and dashboards, while problems can link multiple incidents. |
| Rating on Capterra | 4.3 out of 5 from 34 reviews | 4.1 out of 5 from 12 reviews. |
| Rating on G2 | 4.2 out of 5 from 22 reviews | 4.3 out of 5 from 7 reviews. |
| Rating on TrustRadius | 5.1 out of 10 from 4 reviews | 9.6 out of 10 from 2 reviews. |
| Security controls | The product supports custom role-based permissions, full audit history, and portal security controls. | Security features include role-based permissions, SAML/OAuth/OpenID/CAS SSO, MFA, brute-force protection and department data silos. |
| Support | Technical support is available by phone or email Monday through Friday from 6:00 AM to 5:00 PM, and deployment consulting is provided remotely by systems engineers. | Paid subscriptions include support, and Combodo says its support team consists of France-based engineers who help with usage, complex incidents, and migrations. |
| What it does | iSupport is IT service-management and help-desk software for incident, problem, change, asset, knowledge, workflow and customer-support operations. | iTop is a web-based IT service-management and configuration-management platform combining CMDB, help desk, document management and ITIL-oriented processes. |
Plans
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced on request
iTop
- CommunityFree
- iTop CommunityFree
- AtelierPriced on request
- ForgePriced on request
- iTop AtelierPriced on request
- iTop ForgePriced on request
In their own words
iSupport Service Desk
iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions. Its Service Desk Edition combines incident, problem, and change management with service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can come in through email, direct entry, scheduling, social media, mobile clients, and mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The mySupport self-service portal includes chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting. It is included with every license, with unlimited branded portals and end users at no additional cost. Reporting supports custom report building and scheduled PDF, Excel, and Word reports. The software can be hosted or installed on-premise, with access through Android, iOS, and web; an HTML5 interface also supports tablets and smartphones. Pricing is on request, and a free trial is available.
iTop
iTop is an open-source IT service management platform centered on service management and a configuration management database (CMDB). Its service catalog connects to incident, request, problem, and change processes and supports SLA calculation. Through the web portal, users can submit service requests, follow progress, and provide updates in real time. The CMDB supports configurable items, synchronization, impact analysis, audits, and asset management. Teams can change workflows, attributes, menus, and other elements using iTop Designer’s low-code graphical interface. Integration options include a REST API, webhooks, and integrations or collectors for OCS Inventory, VMware, Microsoft Graph, Azure, vSphere, and Ansible. Listed security features include role-based permissions, SSO, MFA, brute-force protection, and department data silos. Combodo describes long- and short-term release lifecycles and a documented public vulnerability-handling process. The free Community offer is listed for on-premise use; Atelier and Forge offer SaaS and on-premise availability, with different service levels.