iTop vs TOPdesk

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.

TOPdesk is service management software for teams handling tickets, knowledge, assets, and service requests across IT, Facility Management, and HR. Incident Management lets teams register and process requests and complaints, then assign tickets to agents. End users can submit and follow tickets through the Self-Service Portal and look for answers to common questions. Asset Management gives teams a graphical overview of company assets, such as access passes and company cars. All three listed plans include unlimited assets, tickets, and end users, 100GB of storage, and a 2GB file upload limit. Essential costs £51 a month per agent. Engaged costs £72 a month per agent and adds change, contract and SLA, operations, and problem management. Excellent costs £101 a month per agent and adds project management and a webshop. TOPdesk runs in the cloud for most customers and also supports on-premises setups. It offers 100+ integrations and an Open API, including Microsoft Teams, Slack, Salesforce, and Power BI.