iTop vs SysAid
iTop
combodo.com
SysAid
sysaid.comSide by side
| Figure | iTop | SysAid |
|---|---|---|
| Price from | Free | $89/mo |
| Free plan | Yes | — |
| Free trial | Yes | Yes |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | — | Yes |
| Linux | Yes | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 6 | 2 |
| Spec score · IT Change Management Software | 8.7 (#10) | 8.6 (#12) |
| Spec score · CMDB Software | 8.7 (#10) | 8.5 (#12) |
| Spec score · IT SLA Management Software | 8.8 (#13) | 8.6 (#16) |
| Spec score · Configuration Management Database | 8.6 (#9) | 8.6 (#10) |
| Spec score · IT Help Desk Software | 8.7 (#16) | 8.6 (#21) |
| Company headquarters and size | LinkedIn lists iTop by Combodo as privately held, headquartered in Échirolles, Auvergne-Rhône-Alpes, with 11–50 employees and a 2010 founding year. | LinkedIn lists Toronto as the primary location and shows 270 employees. |
| Founded | 2010 | 2002 |
| Headquarters | Échirolles, France | Airport City, Israel |
| Integrations | Built-in collectors and synchronization can connect with OCS Inventory, VMware, Microsoft Graph, Azure, vSphere and Ansible. | SysAid Connect combines native integrations, Workato recipes and a Microsoft Teams application; the marketplace lists integrations such as Jira, Confluence, PagerDuty and Pax8. |
| Public API | Its REST API can read, create and modify every data-model object class, including custom classes and attributes. | SysAid exposes a REST API using JSON for users, groups, service records, assets and other entities. |
| Rating on Capterra | 4.1 out of 5 from 12 reviews. | 4.5 out of 5 from 523 reviews |
| Rating on G2 | 4.3 out of 5 from 7 reviews. | 4.5 out of 5 from 753 reviews |
| Rating on GetApp | 4.1 out of 5 from 12 reviews. | 4.5 out of 5 from 523 reviews |
| Rating on Software Advice | 4.1 out of 5 from 12 reviews. | 4.5 out of 5 from 522 reviews |
| Rating on TrustRadius | 9.6 out of 10 from 2 reviews. | 8.8 out of 10 from 283 reviews and ratings |
| Security | Listed security features include role-based permissions, SSO, MFA, brute-force protection, and department data silos. | The pricing page lists GDPR, CCPA, SOC 2 Type II, ISO 27001/27017/27018, MFA, SSO, SSL, DPA, and multi-region data residency. |
| Self-hosting | The project is distributed for installation on customer infrastructure and supports Apache or other PHP web-server deployments with MySQL or MariaDB. | SysAid is available as both cloud software and an on-premises edition; cloud has features that are not currently present on-premises, including AI Service Desk. |
| Support | Paid subscriptions include support, and Combodo says its support team consists of France-based engineers who help with usage, complex incidents, and migrations. | Both plans list 24/6 support; the page gives Professional and Enterprise P1 response times of 3 hours and 1 hour, respectively. |
| What it does | iTop is a web-based IT service-management and configuration-management platform combining CMDB, help desk, document management and ITIL-oriented processes. | SysAid is an AI-powered IT service-management platform for service requests, incidents, workflows, assets and organizational service processes. |
Plans
iTop
- CommunityFree
- iTop CommunityFree
- AtelierPriced on request
- ForgePriced on request
- iTop AtelierPriced on request
- iTop ForgePriced on request
In their own words
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.
SysAid
SysAid is an IT service management platform for handling incidents, requests, changes, and problems. It also covers IT asset management, including discovery, inventory, and monitoring, alongside a knowledge base, approval workflows, SLA management, and an employee portal. Plans include Copilot chatbots for end users and agents, AI automations, and prebuilt AI agents. SysAid Connect provides Workato integrations with more than 1,000 business applications, plug-in add-ons, and API access. Named AI connections include Azure AD, Intune, SharePoint, O365, Slack, and Salesforce. The platform lists GDPR, CCPA, SOC 2 Type II, ISO 27001/27017/27018, MFA, SSO, SSL, DPA, and multi-region data residency. Cloud and On-Premises delivery are available, although some features are Cloud-only. Mobile apps for iOS and Android support incident and request work. Professional costs $89 a month, billed at $89 agent/month, with 100K Workato credits and 250 managed assets. Enterprise pricing is custom and starts at 20 agents.