Open Source ITIL Software

open-source-itilThe open source ITIL software listed here are common software used by organizations as key enablers to their ITIL processes. There are five main disciplines within ITIL which has open source ITIL software to support the discipline’s processes: photo credit: matt hutchinson

  • Service Delivery
  • Service Support
  • Infrastructure Management
  • Application Management
  • Software Asset Management

If your organization has limited budget for integrated and expensive enterprise software but realizes the need to apply and implement ITIL processes within the IT department or the company as a whole, check out the following list of open source ITIL software to support your ITIL processes.

Open Source ITIL Software

Service Desk – The single point of contact between IT Users and IT Service Management

Incident Management – The process to restore IT services as fast as possible to ensure little distruption

Problem Management – The process to resolve root cause of incidents and identify known errors

OTRS ITSM – OTRS::ITSM 1.0 is the first ITIL compliant IT service management solution on open-source basis, built on the solid fundament of over 55,000 known OTRS installations and the related active community. It is an ITIL compliant Open Source IT Service Management (ITSM) Solution. Requires the OTRS (Open Ticket Request System) framework. Besides all OTRS features, this solution includes Incident, Problem and Configuration Management, Integrated Configuration Management Database; Process Spanning Communication Management: within the IT Service Organization, towards Customers/Users/Management and Suppliers/Providers; powerfull statistical features for Trend Analysis, key figured Reporting, ITSM-Planning / Controlling; flexible configuration, customizing and expandability with regards to your individual requirements. Read a Review on OTRS.

OneOrZero Task Management and Help Desk SystemThe OneOrZero Task Management and Help Desk System is a powerful, enterprise grade task management and help desk application. It is fast, customizable and runs on virtually any platform and is released under the General Public Licence (GPL) Open Source license, allowing you to customize freely.

Eventum – is a user-friendly and flexible issue tracking system that can be used by a support department to track incoming technical support requests, or by a software development team to quickly organize tasks and bugs.

OSTicket – osTicket is a widely-used open source support ticket system. Plain and simple it is a lightweight feature packed support ticket tool written mainly using PHP scripting language.

Trellis Desk – Trellis Desk is a powerful, robust help desk solution for your business. Improve your company’s service by allowing your customers to quickly and easily submit support tickets to your team. Trellis Desk sports a range of advanced features to revitalize the way your business handles customer support. Even better, it’s completely free; you don’t have to pay any license fees to use Trellis Desk.

* Added 11 Nov 2008 – List of IT Service Management (ITSM) tools

* Added 15 April 2009List of Free Incident Management software

More ITIL Tools for you to check out.

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ITIL tools

Most complete list of tools that support the application of ITIL best practices ('helpdesk tools') - even Gartner uses this list for their Magic Quadrant studies.
NOTE: Also check the list of FREE tools . Both lists are never complete: please add any new tools you run into! This list is created in the context of knowledge sharing, but the most rewarding discussions have always been face-to-face. For that reason we support ConnectingFriends.NET.


ITIL tools | Samanage

Samanage SaaS IT asset management & IT service management service helps reduce your IT costs and deliver an enterprise grade IT service desk.


OMNITRACKER supports a predefined baseline to be used in the ISM Method. OMNINET® offers a comprehensive solution and service portfolio through its own software product, the eService-System OMNITRACKER. ITIL-conformant service desks and call centres with PinkVerify certified process-templates.

ITIL tools | Wendia - POB in the Cloud

An On Demand IT Service Management solution, modern in its delivery, price and value adding functionality. The POB Cloud solution provides resources, software, and data on demand, “as with an electricity grid”. The POB Cloud solution is ...

ITIL tools | Clientele

Clientele supports a predefined baseline for the ISM Method. Clientele ITSM supports industry best practices defined by ITIL and is ideal for medium-sized organisations globally with local or centralised IT management. Clientele ITSM is sold in over 20 countries and is available in 15 languages, available for any type of organisation in spite of size and branch, for both simple and complex IT environments. Out of the box it is pre-configured for an easy start.

ITIL tools | Freshservice

Freshservice is an online ITIL service desk with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset ...

ITIL tools | Comindware IT Operations

Comindware IT Operations solution provides flexible incident & problem tracking and state-of-the-art IT Help Desk software capabilities.

ITIL tools | InvGate ITSM

InvGate has developed the ultimate Web 2.0 enterprise IT Management Software that allows organizations to gain insights about their IT infrastructure, improve system uptime, reduce operational costs and ensure compliance.

ITIL tools | Service-now is the pioneer of On Demand IT Service Management. Combining ITIL v3 guidelines with Web 2.0 technology, we offer Software as a Service that is thoroughly modern in its delivery, price, and value. Approachable >>

ITIL tools | Marval Service Management
Marval - a truly 'one-stop-shop', providing integrated ITSM software, consultancy and accredited ITIL/ISO/IEC 20000 training designed to improve service quality, productivity, customer experience and reduce costs. Contact us at 01536 711999.
ITIL tools | EasyVista

ITSM adoption is increasing and companies are looking for software tools that support their improvement initiatives. They need solutions that take the complexity out of ITIL, and enable them to adapt to their changing business needs, whilst ...



ITIL tools | TOPdesk

TOPdesk supports a predefined baseline to support the ISM Method. The future of service management software is here… If you’re looking for an innovative and affordable service management and ITIL based tool then TOPdesk provides a simple and flexible solution. Whether you require an onsite installation or hosted alternative (SaaS), TOPdesk develops and delivers help desk software for organizations of any size, providing consultancy and training for service desks in IT, Facilities and HR.
At the core of IT service management lies the processing of calls (incidents). TOPdesk enables you to do more than just record these incidents; they become an integrated part of the workflow of your IT department, allowing you to proactively support your organization.



ITIL tools | Efecte

Efecte® Service Desk is an ITIL-based best practice solution for running and managing your support operations. It provides a single point of contact for the end users to reach IT support services easily. This >>



ITIL tools | ITRP

IT service management in the cloud with free self service. Covers the core ITIL processes. Dutch language is fully supported. Fast. Intuitive. Reliable.

ITIL tools | Hornbill

service desk software, IT service management ITSM / ITIL software : Hornbill Supportworks

ITIL tools | iET ITSM

iET supports a predefined baseline to support the ISM Method. Rapid Out-of-the-Box Functionality; On-Premise or SaaS
iET Solutions provides the industry’s most flexible and comprehensive, out-of-the-box IT Service Management (ITSM) solution. Fully integrated, highly configurable and built to scale, iET ITSM can easily meet any organization’s needs.

With additional modules for ITIL process analysis and optimization, Smartphone accessibility, phone system integration, and entitlement-based software asset management, iET Solutions offers the most complete package for continual service improvement. Every business is unique and our solutions are built to work the way you do.

iET ITSM has been certified by the OGC, Serview and PinkVerify as “ITIL v3-aligned,” and supports the ISO/IEC 20000 requirements.

ITIL tools | Cherwell Service Management

Cherwell is recognized by FORRESTER RESEARCH as an emerging leader in ITSM. We offer On-Premise and Hosted Solutions for more choice and flexibility.



ITIL tools | Zendesk

Help Desk Software and Support Ticket Software by Zendesk. Web-based customer support software used by thousands of companies worldwide. Free 30 day trial!

ITIL tools | Remedy - BMC

BMC Remedy Service Management is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.

ITIL tools | ClickDesk Helpdesk and Live chat

ClickDesk is a Helpdesk with voice and live chat capabilities. It offers multi-channel communications for startups and small businesses in one bundle at an extremely affordable price.



ITIL tools | OTRS

OTRS is one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.

ITIL tools | IT Service Management - Mansystems

With ExpertDesk's IT Service Management you can create any service management model and keep track of changes.



ITIL tools | assyst

Assyst also supports a predefined baseline to be used in the ISM Method. Our SaaS and on-premise IT Service Management ( ITSM ) Software includes Service Desk, Change Management, Service Catalog, CMDB and all other ITIL v3 processes.

ITIL tools | Absolute Service

Absolute Service provides you with ITIL certified best practices so you can predict potential points of failure and make real-time decisions for the most efficient and cost-effective outcome.

ITIL tools | ITSM | HP

IT executives are tasked with transforming their IT organizations from a traditional technology provider to a service provider. Meeting this challenge requires a systematic and lifecycle approach to IT service management (ITSM), to align business goals and IT objectives.

ITIL tools | ServiceDeskPlus - ManageEngine IT

ManageEngine ITIL Solution provides simple help desk management software. We offer IT Help Desk Software, Customer Support Software, & CMMS Software.

About the author

Bob Lee

Hi! My name is Bob Lee and I’m a web developer / technical writer who specializes in developing and reviewing web applications. As an entrepreneur, blogger, developer, and tech enthusiast, I have been in this field for more than 10 years, and have been loving every minute of it.


  • I have been using ManageEngine ServiceDesk Plus for a quite a while now and really enjoyed it. Easy to implement help desk software. Web based help desk software with integrated asset management, knowledge base, self service portal, and ITIL processes. Moreover it helps you to implement ITIL best practices and troubleshoot IT service requests faster. Try now!

    I strongly recommends ManageEngine ServiceDesk Plus – Help Desk Software

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