iSupport Service Desk vs iTop
iSupport Service Desk
isupport.com
iTop
itophub.ioSide by side
| Figure | iSupport Service Desk | iTop |
|---|---|---|
| Price from | — | Free |
| Free plan | — | Yes |
| Free trial | Yes | — |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 3 | 4 |
| Spec score · IT Change Management Software | 8.6 (#11) | 8.7 (#9) |
| CMDB | The CMDB records assets, services and resources and graphically displays their relationships. | Its core CMDB stores configurable technical, functional and organizational items together with their relationships. |
| Deployment | The product is offered as hosted software or an on-premises installation. | The offer page lists both SaaS and on-premise availability for subscriptions. |
| Integrations | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. | The extension marketplace lists integrations for vSphere, DHCP, DNS, OpenID Connect, Power BI, SAML, email-to-ticket and other systems. |
| 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. | The listed security features include role-based permissions, SSO using SAML, OAuth, OpenID or CAS, multifactor authentication, brute-force protection, and data silos. |
| Service management | The Service Desk Edition includes incident, problem, and change management, service contracts, CMDB, SLAs, purchasing, and a service catalog. | The service catalog connects with the CMDB and processes to qualify tickets, calculate SLAs, and support service reporting. |
| 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. | Combodo says expert support is included in paid subscriptions, and its support team consists of Combodo engineers based in France. |
| 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 an open-source, web-based IT service-management and CMDB platform designed around ITIL processes. |
Plans
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced 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.