FreeITSM

FreeITSM is a free, open-source IT service-management platform that combines a service desk with asset and change-management tools. It is best for IT teams willing to host and maintain their own software. Its breadth comes without a subscription, but hosting and support remain your responsibility.

Overview

FreeITSM brings 23 integrated modules into a single platform, including ticketing, asset tracking, risk assessment, approvals and change controls. That scope makes it a strong fit for infrastructure teams that want more than an email queue without taking on a software licence. The trade-off is operational: you provide the hosting, and the solo-project maker offers no formal support. Teams that need vendor-backed assistance or a managed service should look elsewhere.

Key features

Ticketing and assets

The Tickets module connects Microsoft 365 and Google Workspace mailboxes, with tools to assign and prioritise work, reply, attach files and keep an audit trail. That lets teams manage email-originated requests as tracked tickets while retaining familiar mailbox workflows. The Assets module covers physical and virtual assets and can discover VMware virtual machines through vCenter, which is useful for teams managing both equipment and virtual infrastructure.

Change, security and integrations

Risk assessment, approval workflows, a change calendar and a change audit trail bring change-control tasks alongside service-desk work. These controls are valuable for teams that need to assess and record changes, though FreeITSM's lack of formal support may be a concern where support commitments matter. Documented integrations include Microsoft Intune and optional WhatsApp connections through Twilio or Meta's WhatsApp Cloud API.

The System module includes OpenID Connect single sign-on, AES-256-GCM encryption key management, TOTP multi-factor authentication, account lockout, IP-based brute-force protection and trusted-device management. An external API endpoint lets automated agents submit software inventory data. Together, these capabilities give IT teams useful security and inventory options without a subscription.

Optional AI

Opt-in AI features can answer knowledge questions, clean up ticket replies, assist with forms and workflows, and detect problems. They require a customer-provided key for Anthropic, OpenAI or OpenRouter, so AI usage may incur provider charges per token or request. Prompts go to the selected provider only when an AI feature is configured and used; AI keys are encrypted in the self-hosted database. This model gives teams control over whether to enable AI, but makes usage costs and provider choice part of their setup.

Pricing

FreeITSM has one plan: FreeITSM, at no cost, free forever. There is no free trial because the platform itself is free, and there are no premium tiers. AI provider usage may cost extra and is paid by the user. This is a straightforward fit for teams seeking broad ITSM features without a subscription; the price does not cover hosting, maintenance or formal support.

Platforms

FreeITSM supports API, Linux, self-hosted, web and Windows. It can run in Docker on Linux or Windows, or be hosted manually on a web server using IIS with PHP or WAMP and MySQL 8.0+ or MariaDB 10.5+. That flexibility suits teams with suitable hosting skills and infrastructure. It is less appealing to teams that want a provider to run the service for them.

Who it's for

FreeITSM suits IT professionals and infrastructure teams that want a self-hosted service desk with ticketing, asset visibility and change controls, particularly where Microsoft 365, Google Workspace or VMware are already in use. It is a poor fit for teams that rely on formal vendor support or cannot take responsibility for hosting and maintenance.

Pros and cons

Pros

• Free forever with no premium tiers, making the core platform accessible without subscription costs.
• Twenty-three integrated modules extend the platform beyond ticket handling to assets, risk assessment, approvals and change controls.
• Mailbox integrations, VMware discovery and security controls address practical service-desk and infrastructure needs.
• AI is opt-in and uses a customer-provided key, with prompts sent to the chosen provider only when configured and used.

Cons

• Self-hosting requires a suitable Linux or Windows environment and leaves setup and maintenance to the team.
• The maker describes FreeITSM as a solo passion project with no formal support; bug and idea reports go through GitHub.
• AI features can add per-token or per-request provider costs, so free platform access does not make every use free.

Alternatives

GLPI is worth considering if you want self-hosting across Linux, macOS and Windows alongside Android and web access; its Public Cloud plan starts at €19 a month per IT agent, with a 5 GB disk and 20 MB attachment limit. Desk365 is a web and mobile option if a capped hosted free plan is a better fit: it includes up to 50 tickets per month, while its Standard plan costs $12 a month when billed annually.

QueueDesk may suit teams that want a web-based free tier with 3 agents, unlimited employees and 50 QueAssist credits. Nova-Suite is another free, self-hosted option, with unlimited agents and a full-featured Standard plan. For a paid product with a published agent-based price range, Vivantio costs $49–$99 per agent per month when billed annually, with end users free.

Jitbit Helpdesk, Matrix42 FastViewer and Xurrent Service Level Management are alternatives to compare.

For category browsing, see IT SLA Management Software, IT Problem Management Software, AI IT Service Desk Software, IT Change Management Software and IT Knowledge Base Software.

Verdict

Choose FreeITSM if your IT team wants a broad, no-subscription service-management platform and can host and maintain it itself. Its combination of ticketing, assets and change controls is the main reason to pick it; the absence of formal support is the main reason to look elsewhere.