iTop vs SysAid
iTop
itophub.io
SysAid
sysaid.comSide by side
| Figure | iTop | SysAid |
|---|---|---|
| Price from | Free | $89/mo |
| Free plan | Yes | — |
| Free trial | — | Yes |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| Linux | Yes | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 4 | 2 |
| Spec score · IT Change Management Software | 8.7 (#9) | 8.6 (#12) |
| Spec score · IT Service Management - Enterprise Software | 8.9 (#5) | 8.7 (#7) |
| Spec score · IT Problem Management Software | 8.8 (#9) | 8.7 (#10) |
| Spec score · IT Knowledge Base Software | 8.7 (#14) | 8.6 (#19) |
| Spec score · IT Service Catalog Software | 8.8 (#6) | 8.6 (#7) |
| Spec score · IT Help Desk Software | 8.8 (#14) | 8.6 (#21) |
| Spec score · IT Service Management - Midmarket Software | 8.9 (#7) | 8.7 (#8) |
| Spec score · IT Ticketing Systems | 8.9 (#9) | 8.7 (#11) |
| Spec score · IT Incident Management Software | 8.7 (#11) | 8.6 (#13) |
| Spec score · ITSM Software | 8.9 (#8) | 8.7 (#9) |
| Spec score · Self Service Software | 8.7 (#10) | 8.6 (#12) |
| Change management | The data model supports both simple change workflows and ITIL-compliant normal, routine and emergency changes. | Change management supports templates, approvals, risk logging, CAB notifications and audit trails. |
| Deployment | The offer page lists both SaaS and on-premise availability for subscriptions. | SysAid offers Cloud and On-Premises delivery, and its FAQ says the Cloud edition includes some features unavailable on-premises. |
| Integrations | The extension marketplace lists integrations for vSphere, DHCP, DNS, OpenID Connect, Power BI, SAML, email-to-ticket and other systems. | SysAid Connect combines native integrations, Workato recipes and a Microsoft Teams application; the marketplace lists integrations such as Jira, Confluence, PagerDuty and Pax8. |
| Rating on GetApp | 4.1 out of 5 from 12 reviews | 4.5 out of 5 from 523 reviews |
| Rating on TrustRadius | 9.6 out of 10 from 2 reviews | 8.8 out of 10 from 283 reviews and ratings |
| Self-hosting | Community iTop can be downloaded from SourceForge or cloned from GitHub and installed on the customer's own server. | 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 | Combodo says expert support is included in paid subscriptions, and its support team consists of Combodo engineers based in France. | Both plans list 24/6 support; the page gives Professional and Enterprise P1 response times of 3 hours and 1 hour, respectively. |
| System requirements | For iTop 3.3, the published compatibility table lists PHP 8.2–8.4 with MySQL 5.7+ or MariaDB 10.6–11.8. | Cloud access supports the latest two versions of Chrome, Firefox, Safari and Edge; mobile support is iOS 15.1+ and Android 7.0+. |
| What it does | iTop is an open-source, web-based IT service-management and CMDB platform designed around ITIL processes. | SysAid is an AI-powered IT service-management platform for service requests, incidents, workflows, assets and organizational service processes. |
Plans
In their own words
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.