Freshservice vs iTop

Freshservice9.2Visit iTop6.8Visit

Higher score Freshservice #2 in IT Help Desk Software 9.2/10 14-day trial Free trial✓ 7 of 7 features Visit Freshservice

vs

iTop #23 in IT Help Desk Software 6.8/10 Free plan Free plan✓ 6 of 7 features Visit iTop

• Freshservice fits best

  Polished ITSM for growing teams

• iTop fits best

  Free, self-hosted ITSM with CMDB depth

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Side by side

Feature	Freshservice 9.2/10 Visit ↗	iTop 6.8/10 Visit ↗
At a glance
Editor score	9.2	6.8
Ranking	#2 in IT Help Desk Software	#23 in IT Help Desk Software
Best for	Polished ITSM for growing teams	Free, self-hosted ITSM with CMDB depth
Pricing model	Paid	Free
Starting price	$19/user/mo	Free plan
Free plan	—	✓ (best)
Free trial	14 days	—
Features Freshservice 7/7 · iTop 6/7
SLA management	✓	✓
Knowledge base	✓	✓
Employee portal	✓	✓
Asset management	✓	✓
Single sign-on	✓	✓
Approval workflows	✓	✓
Mobile apps	✓ (best)	Not checked yet
Our review
Pros	Covers incidents, problems, changes, assets, CMDB and service catalogs Includes SLA tracking, approvals, automation and employee self-service Supports web, iOS, Android, APIs and integrations with major business tools	Free Community edition with ticketing, SLAs, portal, and knowledge base Configurable CMDB supports assets, impact analysis, licenses, and warranties SSO, REST API, webhooks, reports, and integrations support larger workflows
Cons	No perpetual free plan; paid plans start at $19 per agent monthly Advanced ITSM capabilities begin on higher-priced plans Freddy AI Copilot requires an add-on, while some AI features are Enterprise-only	Community is recommended for up to 10 agents Platform access centers on web, self-hosted, and API options Paid tiers divide service management by agent scale and operating model
Our verdict	Freshservice is a cloud-based IT service management platform for IT teams and enterprise service departments. It brings incident, problem, change, asset, service catalog, knowledge management, workflow automation, reporting and employee… Read the review →	iTop is an open-source IT service management and configuration management platform from Combodo. It is designed for IT teams, service desks, and organizations managing internal or multi-customer IT services. Its scope covers service… Read the review →

Strengths and trade-offs

• Freshservice — where it wins

  • Covers incidents, problems, changes, assets, CMDB and service catalogs
  • Includes SLA tracking, approvals, automation and employee self-service
  • Supports web, iOS, Android, APIs and integrations with major business tools

  Where it doesn't

  • No perpetual free plan; paid plans start at $19 per agent monthly
  • Advanced ITSM capabilities begin on higher-priced plans
  • Freddy AI Copilot requires an add-on, while some AI features are Enterprise-only

• iTop — where it wins

  • Free Community edition with ticketing, SLAs, portal, and knowledge base
  • Configurable CMDB supports assets, impact analysis, licenses, and warranties
  • SSO, REST API, webhooks, reports, and integrations support larger workflows

  Where it doesn't

  • Community is recommended for up to 10 agents
  • Platform access centers on web, self-hosted, and API options
  • Paid tiers divide service management by agent scale and operating model

• Freshservice9.2/10 · 14-day trial

  Deep ITSM, asset management, automation and AI for growing service teams.

  Visit FreshserviceFull verdict →
• iTop6.8/10 · Free plan

  A free, self-hosted ITSM platform with broad service management and CMDB capabilities.

  Visit iTopFull verdict →