What Itsm Factory does

ITSM Factory is a French digital services company (ESN) that operates exclusively in the IT service management (ITSM) domain, advising and implementing two leading open-source ITSM platforms: GLPI, published by Teclib', and iTop, published by Combodo. The company serves IT departments (DSI) of small, medium, and large enterprises as well as public administrations, delivering organizational consulting, tool implementation, custom development, ongoing support (N1/N2), and structured skills transfer. Its competitive positioning rests on dual-platform certified expertise at the highest partnership tiers — Platinum with Teclib' since 2019 and OEM with Combodo since 2019 — and on a portfolio of more than ten proprietary iTop extensions (Rule Engine, Test Automation, UX Functions, Time Consumption, Customer Survey, Response Model, CAB Assistance, plus Proxmox and Kubernetes collectors) bundled into the annual Club ITSM Factory subscription.

The technical practice is built around these two open-source platforms rather than proprietary software: ITSM Factory develops and maintains official Docker images for iTop, custom n8n workflow nodes for iTop API interactions, and AI-augmented GLPI capabilities delivered through an exclusive strategic partnership with WIKIT Semantics for natural-language self-service, AI-assisted technician responses, and AI-generated ticket creation. The team of 11 certified experts is distributed across 6-7 French regions, and the active client base of 130-180+ organizations spans utilities, government, healthcare, distribution, and cloud services across France, Belgium, Luxembourg, Switzerland, and Madagascar.

Revenue is generated through a mix of professional services (consulting, integration, regie/staff augmentation, custom development), managed support (multi-year GLPI TMA contracts, N1/N2 tickets), and recurring subscriptions (Club ITSM Factory and Club GLPI annual packages that bundle proprietary extensions, support credits, and service discounts). Pricing is quote-based and not publicly disclosed. Distribution is primarily direct enterprise field sales supplemented by inbound website contact forms, with a self-service developer channel via Docker Hub and a community-engagement layer through technical content, LinkedIn, YouTube, and the Rencontres iTop Communauté event circuit.

Name

Itsm Factory

Legal name

ITSM Factory

Website

https://itsm-factory.com

Company type

Private

Founded year

2018

Operating status

Operating

Headcount range

11–50 employees

Short description

ITSM Factory is a French ESN providing consulting, implementation, support, and proprietary extensions exclusively for the open-source ITSM platforms GLPI and iTop, serving IT departments of enterprises and public administrations across Europe and Madagascar.

Ownership category

akta.pro rank

Product category

IT Service Management (ITSM)

NAICS

Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)

SIC

Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

ITSM Platform Implementation & Administration (ServiceNow/JSM/BMC/etc.) (BPAEAJAC)

akta.pro secondary industries

ITIL/ITSM Process Consulting & Implementation (BPAEAJAB), ITSM Managed Services (Run/Operate/Optimize) (BPAEAJAN), ITSM Governance, Compliance & Audit Readiness (BPAEAJAM), IT Incident, Problem & Change Management Platforms (HDAEALAI)

Keywords

• IT service management
• Open-source ITSM
• IT asset management
• ITSM consulting services
• CMDB management

Headquarters

HQ city

Marcq-en-baroeul

HQ country

France

HQ region

Europe

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure

Revenue model

1. ITSM Consulting Services: Advisory and organizational consulting to help IT departments (DSI) structure and optimize their ITSM processes, select and implement the right tools, and plan transformations aligned with ITIL best practices.
2. ITSM Tool Implementation: Integration and deployment of GLPI and iTop platforms, including CMDB setup, helpdesk configuration, workflow design, and custom development tailored to each client's specific needs and organizational context.
3. Support, Maintenance, and Skills Transfer: Ongoing technical support (N1/N2), corrective and applicative maintenance, and competency transfer programs that ensure client teams achieve autonomy in managing their ITSM solutions.
4. iTop-Factory Extensions and Packages: Sale of proprietary iTop extensions (Rule Engine, Test Automation, UX Functions, Time Consumption, Customer Survey, Response Model, CAB Assistance, collectors) individually or as an annual Club ITSM Factory package subscription, which provides access to all extensions and renewable support tickets.
5. Club ITSM Factory (Annual Subscription): Annual subscription offering exclusive access to the full suite of iTop-Factory extensions (including Rule Engine and UX extensions), regular updates, renewable support ticket credits, and installation assistance — a bundled alternative to purchasing extensions individually.
6. Club GLPI (Support and Benefits Package): Annual support package for GLPI clients offering N1/N2 ticket handling, new notification templates, permanent discounts on all services, and a single point of contact for continuous GLPI improvement.
7. Regie / Staff Augmentation: Time-and-materials engagement model where ITSM Factory experts work in close collaboration with client teams, providing strategic guidance, configuration adjustments, and custom developments in real time.
8. Extension Installation and Configuration Services: Paid professional services for expert-led installation and optimization of iTop-Factory extensions (e.g., Rule Engine), including needs assessment, configuration tailored to the client's ITSM environment, and custom adaptations.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels7 records

Core offering

ITSM Factory is a French ESN delivering IT service management consulting, implementation, integration, and ongoing N1/N2 support for two open-source ITSM platforms — GLPI (by Teclib') and iTop (by Combodo). Beyond services, the company sells proprietary iTop extensions (Rule Engine, Test Automation, UX Functions, Time Consumption, Customer Survey, Response Model, CAB Assistance, Proxmox and Kubernetes collectors) and bundled annual subscriptions (Club ITSM Factory, Club GLPI), holding top-tier Platinum (GLPI) and OEM (iTop) partnership status with both publishers.

Product overview

ITSM Factory is a 100% ITSM-focused ESN (Entreprise de Services Numériques) providing organizational consulting and ITSM tool implementation. The company operates around two open-source ITSM platforms: GLPI (from Teclib', Platinum Partner since 2019) and iTop (from Combodo, OEM Partner since 2019). Beyond platform implementation, the company offers a portfolio of proprietary extensions for iTop including the Rule Engine (advanced workflow automation), Test Automation (visual no-code testing), UX Functions (ergonomic improvements), Time Consumption (contract time tracking), Customer Survey (NPS integration), Response Model (standardized transitions), and CAB Assistance (change management support). Additional offerings include Proxmox and Kubernetes collectors for automated CMDB synchronization, Docker images for iTop deployment, and the Club ITSM Factory subscription providing bundled access to all extensions with continuous support.

Differentiator

Problem solved

Functional benefit

Brands

• Club ITSM Factory: Annual subscription service providing exclusive access to all ITSM Factory iTop extensions including the rule engine and UX extensions, with regular updates and renewable ticket credits.

Products and services

• GLPI Implementation and Support Services End-to-end consulting, integration, customization, N1/N2 support, and skills transfer services for the GLPI open-source ITSM platform from Teclib', delivered under Platinum Partner status. Targets IT departments of SMBs, mid-market, enterprises, and public administrations seeking to deploy or optimize GLPI for asset management, helpdesk ticketing, CMDB, and ITIL-aligned processes.
• iTop Implementation and Support Services End-to-end consulting, integration, customization, N1/N2 support, and skills transfer services for the iTop open-source CMDB and ITSM platform from Combodo, delivered under OEM Partner status (highest tier). Targets IT departments deploying or extending iTop for centralized infrastructure visibility, incident/request management, change management, and CMDB at scale.
• Club ITSM Factory (Annual Subscription) Annual subscription offering exclusive access to the full suite of iTop-Factory proprietary extensions (Rule Engine, UX Functions, Test Automation, Time Consumption, Customer Survey, Response Model, CAB Assistance, Proxmox and Kubernetes collectors), regular updates, renewable support ticket credits, and installation assistance. Sold as an alternative to purchasing extensions individually.
• Club GLPI (Annual Support Package) Annual GLPI support and benefits package including N1/N2 ticket handling, new notification templates, permanent discounts on all ITSM Factory services, and a single dedicated point of contact for continuous GLPI improvement.
• iTop-Factory Rule Engine Workflow automation extension for iTop that delivers automated triggers (conditional, scheduled via crontab) and actions (attribute modification, object synchronization, mass updates, custom function calls, secure object deletion) without custom code development. Sold individually or via Club ITSM Factory subscription.
• iTop-Factory Test Automation Extension enabling creation and execution of automated functional tests on iTop without writing code, using a visual drag-and-drop workflow editor powered by Selenium WebDriver with Chrome and Firefox support. Sold individually or via Club ITSM Factory subscription.
• iTop-Factory UX Functions Ergonomic extension for iTop agents providing accelerated navigation between tickets, smart ticket creation from public logs, direct action buttons in ticket views, attachment support during transitions, and enriched CMDB relationship display. Sold individually or via Club ITSM Factory subscription.
• iTop Time Consumption (Carnet de temps) Time tracking extension for iTop that links tickets to client contracts, tracks time spent per intervention, manages provisioned vs consumed time budgets, and provides agent console and customer portal visibility on contract consumption.
• iTop Factory Customer Survey Extension integrating NPS (Net Promoter Score) satisfaction survey questionnaires within iTop tickets, enabling end users to evaluate service quality and providing organizations with structured satisfaction feedback.
• iTop-Factory Response Model Extension that automates and standardizes responses during iTop ticket transitions, improving response consistency and agent efficiency across routine workflows.
• iTop CAB Assistance Change Advisory Board support extension for iTop that detects change collisions on interdependent CIs or overlapping time windows, displays conflicts on the change calendar and in change ticket tabs, and provides a catalog of standard change templates for routine recurring interventions.
• Proxmox Collector for iTop Collector that automatically synchronizes Proxmox VE infrastructure (nodes, VMs, LXC containers, storage, IP addresses) into the iTop CMDB via API integration, including intelligent IP detection, resource formatting, and reconciliation to prevent duplicates.
• Kubernetes Collector for iTop Collector that automatically inventories Kubernetes cluster resources (nodes, pods, namespaces, deployments, services) into the iTop CMDB with real-time relationship mapping, status and event tracking, and alignment between Kubernetes structure and the CMDB.
• iTop-Factory Package Bundled package combining the most popular iTop-Factory extensions (Rule Engine, Test Automation, UX Functions, on-demand collectors, Time Tracking) at a discounted price with annual subscription, providing unified access and regular updates.
• ITSM Factory iTop Docker Images Official Docker images for iTop published on Docker Hub (itsmfactory/itop) supporting multiple iTop versions (2.7.x, 3.0.x, 3.1.x, 3.2.x) on amd64 and arm64 architectures, enabling rapid deployment of iTop via Docker and Docker Compose.
• GLPI + WIKIT AI Integration AI-powered integration between WIKIT Semantics and GLPI enabling intelligent self-service chatbots with natural language understanding, AI-assisted technician response suggestions, AI-generated ticket creation from user descriptions, and GDPR-compliant data sovereignty.

Quantifiable outcome

• Migration time reduction from 14 hours to 4h30 for large iTop databases (>100 GB) using MyDumper/MyLoader methodology — a 75% reduction in downtime window.
• +2 more outcomes

Named customers5 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration7 records

AI capability4 records

Feature11 records

Partnerships

Four partnerships are on record, tiered flagship, core and minor.

• WIKIT SemanticsflagshipStrategic or Co-development Partner · 1 January 2026ITSM Factory has formed a strategic AI partnership with WIKIT Semantics to integrate generative AI capabilities into GLPI. The 'ITSM Factory & WIKIT' alliance enables intelligent self-service chatbots, AI-assisted response suggestions for technicians, and AI-powered ticket creation — all with GDPR-compliant data sovereignty, keeping client data under their own control.
• Teclib'coreTechnology or Integration · 1 January 2019ITSM Factory has been a Platinum Partner of Teclib' (publisher of GLPI) since 2019 — the highest partnership level. This strategic partnership provides privileged access to GLPI resources, support channels, and product roadmaps, enabling ITSM Factory to deliver certified GLPI implementations and maintain its position as a leading GLPI expert in France and internationally.
• CombodocoreTechnology or Integration · 1 January 2019ITSM Factory has been an OEM (Original Equipment Manufacturer) Partner of Combodo (publisher of iTop) since 2019 — the highest partnership tier. This status grants access to privileged development resources, direct support channels, and co-development opportunities, positioning ITSM Factory as a strategic partner for iTop in the French-speaking market.
• Rencontres iTop CommunautéminorOthersITSM Factory participates in the iTop Community Meetings (Rencontres iTop Communauté), an annual community event organized by Combodo, where ITSM Factory presents technical case studies and experiences, contributing to the broader iTop user community.

Scale indicators8 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Combodo: Publisher of iTop and ITSM Factory's OEM partner. Comparable because Combodo both provides the core iTop platform that ITSM Factory extends and offers its own implementation and support services, making it a direct competitor and incumbent in the iTop services market.
• ServiceNow: Global leader in ITSM/ESM platforms. Comparable because ServiceNow is the dominant commercial ITSM platform that organizations consider as an alternative to GLPI/iTop, and ServiceNow's partner ecosystem directly overlaps with ITSM Factory's enterprise customer base.
• Ivanti: Global ITSM/ITAM vendor with a partner channel addressing enterprise IT service management. Comparable as a broader incumbent offering overlapping ITSM capabilities (incident, change, CMDB) that ITSM Factory helps clients deploy via competing platforms.
• ManageEngine (Zoho): Provider of enterprise IT management software including ServiceDesk Plus ITSM platform. Comparable as a broad incumbent offering commercial ITSM solutions that compete with the GLPI/iTop open-source platforms ITSM Factory implements.
• BMC Software: Enterprise ITSM platform vendor (Helix ITSM, Remedy) with a large global SI partner ecosystem. Comparable as a broad incumbent whose platform ranks alongside ServiceNow as the primary alternative to open-source ITSM deployments ITSM Factory delivers.
• Devoteam: European IT consulting firm with a strong cloud and digital transformation practice including ITSM transformations. Comparable as a broader incumbent that often competes with boutique players like ITSM Factory for large enterprise ITSM modernization mandates.
• Teclib': Publisher of GLPI and creator of the GLPI Network commercial offering. Comparable because Teclib' both provides the underlying platform ITSM Factory implements and offers its own services/hosting, positioning it as a broader incumbent in the same open-source ITSM ecosystem.

Direct peers

• ITSM Connect (Conseil-ITSM): French ITSM consulting boutique offering advice, integration, and ITIL coaching. Comparable as a similarly sized French ITSM-focused consultancy targeting the same customer profile (DSI of mid-market and large enterprises) and competing for similar ITSM consulting mandates.
• Smile (Open Source Integrator): French open-source digital services and integrator with a broad portfolio including ITSM-related work. Comparable to ITSM Factory as another French ESN leveraging open-source technologies for enterprise IT transformation, often competing for similar large-account IT modernization budgets.
• EasyVista: French-founded ITSM and digital workplace platform vendor with its own services organization. Comparable because EasyVista serves the same French and European mid-market/enterprise ITSM buyer that ITSM Factory targets, often competing head-to-head in service management RFPs.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@ITSM-Factory
• LinkedInlinkedin.com/company/itsm-factory

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Itsm Factory