BMC Helix ITSM

Best Self Hosted Alternatives to BMC Helix ITSM

A curated collection of the 5 best self hosted alternatives to BMC Helix ITSM.

Cloud IT service management (Remedy-based) platform for incident, problem, change, asset and service request management. Provides workflow automation, self-service portal, CMDB and integrations to support IT operations and service delivery.

Alternatives List

#1
GLPI

GLPI

Open source ITSM platform with service desk ticketing, CMDB/asset management, inventory, DCIM, and financial and license tracking for IT operations.

GLPI screenshot

GLPI (Gestionnaire Libre de Parc Informatique) is an open source IT Service Management (ITSM) and IT Asset Management (ITAM) platform. It centralizes service desk processes, configuration/asset tracking (CMDB), inventory, and governance features in a single web application.

Key Features

  • ITIL-aligned service desk for incidents, requests, problems, and changes
  • Asset and configuration management (SACM) with CMDB relationships and impact analysis
  • Native dynamic inventory management (v10+) and integrations via agents/plugins
  • Data Center Infrastructure Management (DCIM) for racks and critical assets
  • Software and license management, including auditing and compliance tracking
  • Knowledge base/FAQ for faster resolution and team enablement
  • Contract, supplier, and IT financial management (budgets, warranties, depreciation)
  • Multi-entity separation for managing multiple organizational units

Use Cases

  • Run an internal helpdesk with SLAs, service catalog forms, and structured ITIL workflows
  • Maintain an accurate IT inventory/CMDB for audits, lifecycle tracking, and impact analysis
  • Manage data center assets and software licenses to improve compliance and cost control

Limitations and Considerations

  • Many advanced capabilities depend on plugins and ecosystem components, which can add operational complexity

GLPI is a strong fit for organizations that need both a full service desk and detailed IT asset/CMDB management in one platform. Its broad module set and plugin ecosystem make it adaptable for a wide range of IT operations and governance needs.

5.5kstars
1.6kforks
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#2
Request Tracker (RT)

Request Tracker (RT)

Request Tracker (RT) is an enterprise-grade ticketing and issue tracking system with email integration, automation, workflows, reporting, and optional asset management.

Request Tracker (RT) screenshot

Request Tracker (RT) is an open source, enterprise-grade issue and ticket tracking system used to manage requests, tasks, and support work. It combines a full web interface with deep email integration and extensive customization for workflows, permissions, and automation.

Key Features

  • Ticketing and issue tracking with queues, custom fields, and fine-grained access control
  • Seamless incoming and outgoing email handling for ticket creation and replies
  • Workflow automation using lifecycles, actions, and scrips triggered by ticket transactions
  • Dashboards, charts, and scheduled email reports for operational visibility
  • Knowledge base (Articles) for canned responses and internal documentation
  • Full ticket history and audit trail of all changes and communications
  • Optional asset management for tracking tangible and intangible assets alongside tickets

Use Cases

  • Helpdesk and customer support ticket management via web UI and email
  • Internal IT and operations request tracking with custom workflows and SLAs
  • Security and incident-response style queue management with traceable communications

Limitations and Considerations

  • SQLite is intended for testing only and does not provide a guaranteed upgrade path
  • Requires configuring a supported SQL database and a web server capable of FastCGI or mod_perl

RT is well-suited for teams that need a highly configurable, extensible ticketing system that scales without built-in usage limits. Its automation, reporting, and access controls make it a strong fit for complex operational workflows beyond a basic helpdesk.

1.1kstars
278forks
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#3
ITFlow

ITFlow

Open-source PSA for MSPs combining client documentation, ticketing, billing/accounting, and a client portal, with API integrations and optional AI assistance.

ITFlow screenshot

ITFlow is an all-in-one Professional Services Automation (PSA) platform for managed service providers (MSPs). It centralizes client documentation, support ticketing, and billing/accounting in a single web application, with an included client portal.

Key Features

  • Client documentation management for contacts, locations, vendors, assets, licenses, domains, SSL certificates, files, and passwords
  • Ticketing system to create, prioritize, and track support requests
  • Billing and accounting features including quotes, invoices, recurring invoicing, expenses, and reporting
  • Client portal for self-service access to tickets, quotes, invoices, and documents
  • Alerting for items such as account balances and domain/SSL renewals
  • API for integrating with other systems (for example, RMM and CRM tooling)

Use Cases

  • Running day-to-day MSP operations with unified documentation, billing, and support workflows
  • Providing customers with a portal to track tickets and manage invoices and quotes
  • Organizing and auditing client infrastructure details (assets, domains, certificates, credentials)

Limitations and Considerations

  • Includes sensitive data (such as passwords and client documentation); evaluate your security posture and operational controls before storing highly confidential information

ITFlow is a practical alternative to proprietary MSP documentation and PSA tools, aiming to reduce context switching by consolidating core MSP processes. Its modular approach and integrations make it suitable for small to mid-sized providers looking for a unified system.

867stars
222forks
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#4
OTOBO

OTOBO

Open-source web-based ticketing system for customer support and IT service management with automation, knowledgebase, and CMDB extension.

OTOBO screenshot

OTOBO is a flexible, web-based open-source ticketing system designed for customer service, help desks, and IT service management. It provides ticket lifecycle management, automation, a knowledgebase, and optional ITSM/CMDB components for tracking assets and configurations.

Key Features

  • Full ticketing system with ticket creation, queues, priorities and SLA handling
  • Email integration for inbound/outbound tickets and notifications
  • Automation and workflow capabilities to route, escalate and process tickets
  • Integrated knowledgebase with internal and external interfaces for FAQs and articles
  • Optional ITSM extension including CMDB for asset and configuration tracking
  • Highly configurable templates, roles, permissions and business rules
  • Docker-friendly deployment artifacts and traditional packages for sysadmin installation

Use Cases

  • Customer support centers handling inbound requests and SLA-driven responses
  • Internal IT service desks tracking incidents, requests and assets via CMDB
  • Automating repetitive service processes and escalation workflows for faster resolution

Limitations and Considerations

  • Deep customization often requires knowledge of Perl and OTOBO's configuration model
  • Initial setup and integration (email servers, database, LDAP) can be complex for novice administrators

OTOBO is suitable for organizations that need a mature, configurable ticketing and service-management platform with extensible ITSM capabilities. It is best chosen when strong customization and control over workflows and assets are required.

314stars
81forks
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#5
Roundup

Roundup

Python-based, highly customizable issue tracker with web, email, REST, XML-RPC and CLI interfaces; supports multiple databases and extensible workflows.

Roundup is a Python-based issue-tracking system designed for flexible workflows and multiple interfaces. It provides web, email, REST, XML-RPC and command-line access and ships with predefined tracker templates that are meant to be customized for different use cases.

Key Features

  • Multiple user interfaces: web UI, email-based interaction, REST and XML-RPC APIs, and CLI/local Python scripting
  • Customizable tracker model: schema, templates, detectors and extensions to implement bespoke workflows and fields
  • Multi-database support: works with SQLite, PostgreSQL, MySQL and other supported backends
  • Built-in demo mode for quick evaluation and a demo tracker shipped with the distribution
  • REST endpoints that can return binary content (attachments, images, PDFs) and programmatic access for integrations
  • Permission model with optional database-level filters to improve performance for index pages
  • Internationalization support and tools to extract translatable strings from extensions and detectors
  • Lightweight deployment: runs on standard Python runtime and can be packaged with Docker for production

Use Cases

  • Bug tracking and agile development boards with customizable issue types and workflows
  • Customer support and help-desk ticketing with email inbound/outbound integration and phone-answerer wizards
  • Workflow and task tracking for research groups, events (paper submission and review), asset/fleet maintenance

Limitations and Considerations

  • The web UI is traditional server-rendered templates rather than a modern single-page application; significant UI rework requires template customization
  • Smaller community and ecosystem compared to large commercial trackers; fewer third-party plugins and integrations available out of the box
  • Some advanced production features (scaling, full-text indexing, advanced UI themes) may require additional configuration or external components

Roundup is best suited for teams that need a lightweight, extensible tracker they can adapt to varied workflows. Its multiple interfaces and scriptable internals make it a practical choice for administrators who want deep customization and programmatic control.

38stars
14forks
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Why choose an open source alternative?

  • •Data ownership: Keep your data on your own servers
  • •No vendor lock-in: Freedom to switch or modify at any time
  • •Cost savings: Reduce or eliminate subscription fees
  • •Transparency: Audit the code and know exactly what's running