our features

Designed to tackle
the toughest IT challenges.

Centralize your operations, automate your processes, and transform your IT management with iTop, the ultimate all-in-one ITSM solution. Designed to tackle the toughest IT challenges, iTop empowers your teams to deliver exceptional service, streamline workflows, and boost operational efficiency thanks to its wide variety of features thanks to its comprehensive range of features.

Service management

Manage your IT services
with integrated processes.

Configure your service catalog to ensure it communicates with your CMDB and all other processes for better data quality, automation and time savings – plus improved customer satisfaction.

A fully integrated service catalog

iTop’s service catalog is used to document all the services customers can access. The catalog is central and integrated with each process (CMDB, incident, request, problem, change FAQ etc.) so you can qualify incidents and requests, automatically calculate SLAs and enable reporting by service. It also uses the CMDB to link to CIs and enable impact analysis.

SLA-driven management

iTop automatically measures time taken to process incident tickets or log user requests. All metrics can be set via customizable ‘stopwatches’ in the datamodel. They can also trigger escalation workflows when limits are likely to be reached.

Availability windows & holiday calendars

Take operating times and staff availability into account when calculating your SLA/SLTs.

Contract management for service suppliers and customers

Documentation of all service contracts required by the IT team to deliver services to users. This allows you to define the support model for each customer organization (account manager, escalation contact, support team, etc.).

Multi-channel communication

Keep your customers satisfied by communicating on multiple channels such as their dedicated portal, emails, chat or phone.

Knowledge base integration

Save time by documenting common and recurrent errors as well as FAQ suggestions, and use them to resolve tickets.

Third-party support

Assign tickets to third-party service providers and track their services separately.

Request and incident management

Efficient ticket handling,
better results.

Simplify service delivery by efficiently managing requests and incidents—all while keeping your users informed and satisfied. iTop enables fast, accurate resolutions and ensures your teams stay focused on what matters most.

User-friendly web portal

Simplified request declaration and tracking for users. Users can submit requests directly to the service catalog. Each user can then track progress of their requests and update them in real time (additional information, satisfaction post-close, etc.).

Ticket approval process automation

Approval rules ensure a seamless workflow (one or two levels, email approvals, passive or active, time out delay…), with a graphical view of approval status.

Impact-based ticket prioritization

Address critical issues first with dynamic ticket sorting based on impact and urgency and integrated with the CMDB’s impact analysis.

Multi-customer capabilities

Seamlessly handle multiple clients through a unified platform.

Tickets’ relationship management

Save time by automatically resolving related tickets.

Predefined replies

Respond faster with ready-made, customizable messages.

Attachments and documentation

Maintain clarity with supporting files added to tickets.

Problem & change management

Change and problem handling,
without disruption.

iTop ensures your change management processes are smooth, secure, and fully traceable, reducing risks while enabling agile decision-making.

ITIL approach to change

iTop’s change management process is ITIL compatible. You can, for example, differentiate change workflows by type: minor, major, and other (ITIL terminology).

Change monitoring

Keep an eye on ongoing and completed changes by team, agent, or timeframe thanks to real-time dashboards.

Documented recovery plans

Prepare for contingencies with documented and traced fallback strategies.

Sub-task management

Break changes into manageable steps for better control.

Escalation

Reassign a problem to a higher-level team when needed.

Fully documented problems

Link several incidents and manage contacts assigned to (ou bien involved with) a problem.

Configuration management database (CMDB)

Stay on top of your IT environment,
with ease.

At the core of iTop lies the CMDB, offering full visibility and control over your IT configuration items. Ensure compliance, track dependencies, and respond to incidents faster with dynamic insights into your infrastructure. Manage relationships between various CIs, automatically calculate dependencies and impact between various components.

Customizable datamodel

Either use pre-configured CIs (such as servers, VMs, hypervisors…) or create your own CI format to suit your specific needs.

A powerful data synchronization engine

Federate several sources of information even with a customized datamodel. Implement your own data collector or seamlessly integrate with tools like OCS Inventory, VMware, Microsoft graph…

Automated impact analysis

Use the graphical and dynamic view of a given CI’s relationships and dependencies to quickly spot the impact of any change or incident on your business.

Audit and integrity checks

iTop’s integrated audit tool defines rules that check for data presence. An error report flags up missing information, for efficient environment management.

License and warranty management

Stay compliant thanks to reminders for expiration dates.

Asset Management ready

Manage all your assets’ details in one place documenting geographical information, buildings, sites, technical information and so on.

Activity monitoring and observability

Your IT operations
under control.

Track performance, optimize workflows, and ensure compliance with iTop’s powerful management tools. From SLA tracking to advanced analytics, iTop simplifies monitoring and administration in one intuitive interface.

SLA monitoring

SLA-focused reporting for time to resolution, response time, team performance and downtime tracking.

Multi-channel notifications

Never miss a deadline with configurable reminders to manage contracts, licenses or any other class that has a date attributes. You can highlight critical issues with color-coded notifications and send them through multiple channels (portal, email…).

Exportable reports

Generate detailed reports in CSV, Excel, or PDF formats.

Integration with analytics tools

Harness external tools such as PowerBI or others to enhance analytics capabilities for deeper insights.

Audits and error reports

iTop’s integrated audit tool defines rules that check for data presence. An error report flags up missing information, for efficient environment management.

Personalized and configurable dashboards

Visualize progress and improve team collaboration using customizable dashboards for any relevant information available in iTop, whether traditional dashlets (charts and graphs, numbers, lists…) or project management displays such as kanban boards, GANTT, calendars…

Integration

Unify your IT ecosystem
and enjoy automatic data synchronisation.

iTop connects seamlessly with external tools, for a cohesive IT environment where data flows effortlessly and workflows are uninterrupted.

iTop REST API

Read, create and modify operations can be performed on all object classes in the data model (including newly created or modified classes and attributes).

Webhooks

Call external REST APIs so you can trigger automatic actions in third party apps. For example, you can trigger notifications in tools like Slack or Teams for real-time updates.

Case exchange capabilities

Exchange tickets with your partners and other ITSM tools.

Powerful data synchronization engine

Federate several sources of information even with a customized datamodel. Implement your own data collector or seamlessly integrate with tools like OCS Inventory, VMware, Microsoft graph…

Collectors

Use out-of-the-box collector to automatically collect data from external solutions in your SI such as Microsoft Azure, VSphere, Ansible etc.

Customization

Adapt iTop
to your unique needs.

iTop is known for its powerful customization capabilities from standard UI personalization to datamodel adaptation. iTop also offers a low-code tool that enables fast, easy and sustainable customizations without developer knowledge.

iTop Designer

Our low-code customization tool enables you to modify workflows, attributes, menus and more through a graphical interface using drag-and-drop. You can then deploy your modifications across environments directly through the Designer.

Datamodel customization

Create your own object classes, customize forms by adding fields or attributes tailored to your IT environment, add relationships as required.

UI customization

Create a tailored experience for your team and customers by editing menus, logos, dictionary entries for multiple languages, etc.

User profiles customization

Add or modify the existing user profiles according to your own organization practices.

Workflows customization

Adjust workflows to align with your processes.

Advanced customization through development

Edit PHP methods for advanced automation or to extend iTop’s capabilities.

Security

Make sure your data and users are
fully protected with dedicated security features.

Ensure security via secure authentication, data logging and communication traceability.

Role-based permissions

Control user access to ensure security and compliance by defining levels of access according to specific profiles.

Delegated authentication with SSO

Allow your user to authenticate with single sign-on providers using SAML, OAuth,OpenID or CAS protocols.

Multi-factor authentication

Reinforce authentication security by adding multiple verification methods and choose from a wide range of configurations to suit your needs (TOTP, physical keys, Windows Hello etc.).

Brute force protection

Protect the iTop login process from brute force attacks. This feature watches every login attempt and triggers brute force countermeasures if needed (delay between attempts, reCAPTCHA, access refusal…).

Department silos for data separation

Make sure your IT department staff can’t access sensitive HR tickets for example! By creating silos, you provide clear separation and keep each department’s data secure.

Learn more about security

Project & Release management

Don’t invest in yet
another tool.

iTop includes many project and release management features from rights-appropriate displays to a full project management module and specific software development features. Centralize everything you need on one platform!

Software and release management capabilities

This highly comprehensive feature enables you to manage software developments and their release. You can manage software products and their versions, sprints, user stories for features and bugs and include your customer requests for improved prioritization. Once ready, you can create release tickets that will guide you through the release process (detailed tasks according to configured categories).

Project management capabilities

Manage your projects directly in iTop with a dedicated feature that was developed following the PMI (Project Management Institute) guidelines. Create and manage projects, deliverables, risks and changes while involving the relevant stakeholders and using dashboards to monitor your project.

Calendar view

Add fully configurable calendar views to your dashboards.

Kanban

Create Kanban boards to monitor tasks and tickets and add them to your dashboards.

Gantt diagram

Add Gantt calendars to your dashboards for better project management capabilities.

Automation

Let iTop handle repetitive
tasks for you.

Reduce manual workloads and boost productivity with iTop’s automation features. Free up your teams to focus on high-value activities.

SLA monitoring and escalation

Automate notifications to ensure deadlines are met.

Automated ticket assignments and dispatch

Route tasks to the right teams or person using predefined rules.

Bulk data updates

Streamline processes with batch imports or using our powerful REST API.

Expiration alerts

Trigger automatic alerts to notify stakeholders about expiring licenses, contracts, or any other class using a date attribute.

Automatic object creation

Trigger pre-filled object creation according to configurable rules so you can preset workorders, contracts’ characteristics, SLAs etc.

Ask for a demo.

See for yourself how our all-in-one platform can drive your IT transformation.

Contact us

Designed to tackle the toughest IT challenges.

Manage your IT services with integrated processes.