GLPI is the only viable open-source ITSM platform — covering incident management, change management, asset management, and a self-service portal. iTop is an alternative with a stronger CMDB but less active community. For organizations with ITIL maturity requirements and compliance mandates, open-source ITSM is viable but requires significant plugin and configuration work.
1 open source tools highlighted below, plus 14 more in this category.
Open source · Cloud / On-prem · Free trial
GLPI is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
These tools are part of the itsm tools category but may not match the open source filter above. Worth reviewing if the primary options don't fit.
Agent-based · Cloud · Free trial
Freshservice is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Custom quote · Cloud
BMC Helix ITSM is the enterprise ITSM platform that competes directly with ServiceNow on capability depth — strongest for large enterprises already running BMC Remedy that want a cloud-native migration path, or organizations that need multi-cloud ITSM with AI-driven service management at scale.
Custom quote · Cloud / On-prem
Cherwell Service Management (now Ivanti Neurons for ITSM following the 2021 acquisition) is a codeless ITSM platform that was strongest for mid-to-large enterprises that needed deep customization without scripting — but its competitive position has weakened as the Ivanti integration roadmap creates migration uncertainty.
Agent-based · Cloud · Free trial
Freshdesk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Custom quote · Cloud
HaloITSM is a feature-dense mid-market ITSM platform that includes ITIL-aligned processes, asset management, change management, and a self-service portal at a per-agent price that undercuts Freshservice Pro and SysAid — strongest when the team needs depth without enterprise complexity or pricing.
Agent-based · Cloud · Free trial
Help Scout is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud / On-prem · Free trial
InvGate Service Management is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud / On-prem · Free trial
Jira Service Management is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Custom quote · Cloud / On-prem · Free trial
ManageEngine ServiceDesk Plus is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Custom quote · Cloud
ServiceNow ITSM is the most capable and most expensive IT service management platform on the market — the dominant choice for enterprises with 500+ IT-supported employees where service management extends beyond IT into HR, facilities, legal, and security operations.
Agent-based · Cloud · Free trial
SolarWinds Service Desk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Custom quote · Cloud / On-prem · Free trial
SysAid is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud · Free trial
Zendesk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud · Free trial
Zoho Desk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
GLPI covers incident, request, problem, and change management with a self-service portal and CMDB. With plugins (FormCreator, Escalade, Satisfaction), it approaches commercial ITSM functionality. It's used by government agencies and enterprises that need self-hosted ITIL tooling.
GLPI can provide the audit trails, asset inventories, and change records that SOC 2 requires — but you need to configure and maintain these capabilities. Commercial ITSM platforms provide this out of the box with dedicated compliance reporting modules.
AI-powered ticket routing, advanced workflow orchestration, native CMDB with dependency mapping, pre-built integrations with hundreds of tools, and dedicated enterprise support. ServiceNow's value is in orchestration and integration breadth, not basic ITIL.
