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iTop
Web-based IT service management platform with CMDB and helpdesk
Complete ITIL-compliant IT operations portal featuring a customizable CMDB, helpdesk system, incident management, and document management with extensive extensibility through add-ons and web services.
Overview
Overview
iTop (IT Operations Portal) is a comprehensive web-based IT service management platform designed for organizations seeking to streamline their IT operations with ITIL best practices. Built for IT teams, service desk managers, and infrastructure administrators, iTop delivers enterprise-grade capabilities in a fully customizable package.
Core Capabilities
At its foundation, iTop provides a configurable Configuration Management Database (CMDB) that serves as the single source of truth for IT assets and relationships. The integrated helpdesk and incident management system enables efficient ticket handling, while service and contract management features support formal IT service delivery. Change management workflows, configurable SLA tracking, and graphical impact analysis round out the operational toolkit.
Extensibility and Integration
iTop's architecture supports extensive customization through a rich ecosystem of add-ons available via iTop Hub. Mass import tools and CSV data loading accelerate initial deployment and ongoing data management. Built-in data synchronization capabilities enable federation across multiple sources, while consistency audits maintain data quality. Web services APIs facilitate integration with existing IT infrastructure, making iTop adaptable to diverse organizational requirements.
Highlights
Fully configurable CMDB with graphical impact analysis and relationship mapping
Integrated helpdesk with incident, change, and service management workflows
Configurable SLA management with automated tracking and enforcement
CSV mass import tools and data synchronization for federation and integration
Pros
- ITIL-compliant framework aligns with industry best practices
- Extensive customization through add-ons and web services APIs
- Comprehensive feature set covering CMDB, ticketing, and change management
- Built-in data quality tools including consistency audits and impact analysis
Considerations
- Web-based architecture may require careful server resource planning
- Initial configuration and customization can require significant setup effort
- Learning curve for administrators unfamiliar with ITIL frameworks
- Extension ecosystem quality may vary across community and commercial add-ons
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Fit guide
Great for
- IT departments implementing ITIL service management practices
- Organizations needing integrated CMDB and helpdesk in one platform
- Teams requiring extensive customization and integration capabilities
- Enterprises seeking to consolidate multiple IT management tools
Not ideal when
- Small teams wanting minimal configuration and instant deployment
- Organizations without web hosting infrastructure or technical resources
- Projects requiring mobile-first or offline-capable interfaces
- Teams seeking lightweight ticketing without full ITSM complexity
How teams use it
Enterprise Asset and Configuration Management
Maintain a centralized CMDB tracking all IT assets, dependencies, and relationships with automated consistency audits ensuring data accuracy across the infrastructure.
Multi-Team Service Desk Operations
Route and manage incidents, service requests, and changes across departments with configurable SLAs, automated escalations, and comprehensive ticket lifecycle tracking.
IT Service Provider Contract Management
Track service contracts, customer agreements, and SLA commitments while linking them to specific configuration items and support tickets for complete service visibility.
Change Impact Assessment and Planning
Visualize dependencies between configuration items using graphical impact analysis before implementing changes, reducing unplanned outages and service disruptions.
Tech snapshot
PHP85%
JavaScript5%
HTML3%
SCSS3%
Twig2%
CSS2%
Frequently asked questions
What does ITIL-compliant mean for iTop?
iTop implements ITIL (Information Technology Infrastructure Library) best practices including incident management, change management, service level management, and configuration management processes aligned with industry standards.
How customizable is the CMDB?
The CMDB is fully configurable, allowing you to define custom object classes, attributes, relationships, and workflows. You can model your specific IT environment and extend the data model through add-ons.
Can iTop integrate with existing IT tools?
Yes, iTop provides web services APIs for integration and includes data synchronization capabilities for federating information from multiple sources. The extension ecosystem offers additional integration options.
What are the mass import tools used for?
CSV import tools enable bulk loading of configuration items, users, tickets, and other data. This accelerates initial deployment, supports regular data updates, and facilitates migration from legacy systems.
Where can I find extensions for iTop?
Extensions are available through iTop Hub, the official marketplace offering both community-contributed and commercial add-ons that extend functionality for specific use cases and integrations.
Project at a glance
Active- Stars
- 1,042
- Watchers
- 1,042
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- 279
LicenseAGPL-3.0
Repo age7 years old
Last commityesterday
Primary languagePHP
Last synced 12 hours ago