When TOPdesk fits and when self-hosted GLPI is the better fit
TOPdesk fits teams that want the vendor to host, patch and support the platform and are willing to pay per agent for that service. GLPI fits teams that have in-house or partner operations capacity, want no license fee and need full control over where the service desk runs. A renewal notice alone rarely settles the question, so the decision should start with what your organization needs the service desk to hold and who will keep it running.
TOPdesk's subscription covers more than the software. The vendor runs the hosting, applies updates and provides support, so the internal cost of operating the platform is largely absorbed in the per-agent price. With GLPI, you take on the web server, the database (MariaDB or MySQL), backups, the glpi.key and glpicrypt.key files, and each upgrade, which the GLPI installation docs describe as a backup, file replacement and php bin/console db:update sequence. Confirm with your platform team how many hours a quarter they can commit to that work before you compare totals.
The decision turns on three things. First, scope: check whether your facility, shared service and change workflows are covered by GLPI's ITIL modules and any plugins you need, because gaps there are costly to close. Second, data residency: if a regulator or public-sector rule requires service desk data to stay under your control in a specific location, self-hosting may be the only fit, provided the hosting itself meets those rules. Third, staff time: if nobody can own patching, backup testing and upgrades, a managed option such as GLPI Network or a TOPdesk renewal may be the safer choice.
Which option fits which scenario
This table compares common buyer situations and shows which platform usually fits better, why, and what would change the answer. Read each row as a starting point for your own requirements, then confirm the gaps in a proof of concept with your own processes and data.
| Scenario | Better fit | Reason and what would change it |
|---|---|---|
| Cloud-first IT team with no spare platform staff | TOPdesk (SaaS) | TOPdesk includes hosting, updates and vendor support in the subscription, so no one on your team operates the application server or database. GLPI would win if you already run a platform team and want no per-agent fee, but budget for the upgrade and backup work that comes with self-hosting. |
| Public body that must keep service desk data in its own data center | GLPI (self-hosted) | GLPI runs entirely in your own data center, and you control where its database and attachments live. If a regional TOPdesk SaaS hosting location meets your residency rules and your contracts, the hosted option may still be acceptable; confirm this with your legal and procurement teams. |
| Heavy asset inventory and configuration needs | GLPI | GLPI covers asset inventory, configuration management and contract management as core modules, and GLPI Agent collects hardware and software inventory from endpoints. Choose TOPdesk if your asset data is mostly linked to change and incident processes and your team already depends on its current configuration. |
| Facilities or shared service desk handling non-IT requests | TOPdesk | TOPdesk is built for facilities and shared service management alongside IT, so non-IT catalogs and workflows are part of its design. GLPI can route tickets for other departments, but confirm that its request forms, approvals and location handling cover your facilities workflows before you commit. |
| Team that needs a full ITIL change process with approvals | Either, after a proof of concept | GLPI supports ITIL-based change management, so test your approval chains, change calendar and reporting against your own process. TOPdesk may be simpler to adopt if your change model is complex and your staff already know it. |
| Organization with strict control over the upgrade schedule | GLPI | You decide when to apply a new release, such as GLPI 12.0.0, after you test it against your plugins and integrations. Plugins are suspended after a new version is detected in GLPI 11.0 and later, so plan reactivation as part of every upgrade. |
| Organization with an existing LDAP or SSO directory | GLPI | GLPI authenticates against its internal database, LDAP directories and IMAP mail servers in that order, so directory integration is a configuration task you own. Confirm your single sign-on method and group mapping during implementation, since it is not a turnkey feature for every identity provider. |
| Organization that wants vendor-hosted support on call for the service desk | TOPdesk | TOPdesk's subscription bundles vendor support and hosting, which suits teams that want one accountable supplier. GLPI support comes from Teclib' through GLPI Network subscriptions or from an implementation partner, so the support model is a separate purchase you must scope. |
How far GLPI covers incidents, changes, assets and knowledge
GLPI documents ITIL-style incident, problem, change and service level management alongside asset inventory, configuration management, knowledge base and contract management. The cards below map each area to what GLPI supports and what you must verify against your own TOPdesk workflows before deciding.
Incident and problem management
GLPI covers ITIL incident and problem management as documented in its scope. Map your TOPdesk incident categories, operator and escalation paths, and linked problem records to GLPI ticket types, categories and assignment rules. Confirm that your escalation and linking rules can be reproduced without custom development, since TOPdesk configurations often carry years of local logic that does not transfer one-to-one.
Change management
GLPI documents ITIL change management as part of its service management scope. Compare your TOPdesk change types, approval chains and change calendars against GLPI's approval and planning features. Check whether your change advisory process needs multi-stage approvals or conflict checks that you would have to build or configure yourself.
Asset and configuration management
GLPI provides asset inventory and configuration management, and GLPI Agent collects hardware and software inventory from Windows, macOS and Linux endpoints. Confirm which TOPdesk asset types, custom fields and relationships you rely on, and test whether GLPI models them the same way. Agent coverage is a common gap to verify on your own device estate.
Knowledge base
GLPI 12.0.0 includes a rewritten knowledge base, which changes the authoring and publishing experience compared with earlier GLPI releases. Review how your TOPdesk knowledge items, visibility rules and review workflows map to GLPI, and run a pilot with real articles. Confirm that article access rules match your audience split between staff and end users.
Service levels and contracts
GLPI covers service level management and contract management in its documented scope, including group-managed OLAs in the 12.0.0 release. Map your TOPdesk SLA targets, escalation timers and supplier contracts to GLPI objects, and check how breach reporting and calendars behave for your working hours. Ask whether your contract renewal and cost reporting needs can be met from GLPI's standard views.
Facility and non-IT requests
GLPI is built around IT service management, so facility, building and shared service request flows are not a documented core scope. Inventory your TOPdesk request forms, approval routes and linked location or room data before assuming a match. Plan for custom request types and forms, and confirm with a proof of concept whether these processes can run on GLPI without heavy customization.
Capability comparison from supplied product facts
This table sets TOPdesk and GLPI side by side on the areas that drive a replacement decision: licensing, deployment, platform requirements, authentication, ITIL coverage, inventory, knowledge base, release cadence and upgrades. GLPI cells state what the project publishes. TOPdesk cells list what to confirm with TOPdesk, since its product details are not covered here. Use the table to build your requirements list, then test each GLPI row in a proof of concept.
| Capability | TOPdesk | GLPI |
|---|---|---|
| Licensing model | Per-agent SaaS subscription. Confirm current plan tiers, included modules and renewal terms in writing. | GPL-3.0 open-source software with no license fee. Optional GLPI Network subscriptions are priced per user or per agent. |
| Deployment | Hosted by TOPdesk on Microsoft Azure in several regions. Confirm which region your tenant would use. | Self-hosted in your own or chosen data center, or GLPI Network cloud (public or private) with a 45-day free trial. |
| Supported operating platforms | Vendor-managed hosting. Confirm which client browsers and integrations TOPdesk supports. | Runs on Apache, Nginx, lighttpd or IIS with PHP 8.3 or later and MariaDB 10.11 or later or MySQL 8.0 or later per the current README. An official Docker image is available. |
| Authentication | Confirm supported single sign-on and directory options with TOPdesk for your identity provider. | Internal database, LDAP, IMAP and external methods such as REMOTE_USER, tried in that order. |
| ITIL process coverage | Incident, change and service request management are core modules. Confirm the exact process set and workflow customization with TOPdesk. | Incident, problem, change and service level management, per the GLPI project. Confirm workflow depth against your current process designs. |
| Asset inventory | Asset and configuration management is part of the product. Confirm how assets, persons and contracts are modeled. | Asset inventory and configuration management. GLPI Agent collects hardware and software inventory on Windows, macOS and Linux. |
| Knowledge base | Confirm the knowledge base features, including approval and linking to incidents, in the plan you use. | Knowledge base rewritten in GLPI 12.0.0, released October 7, 2026. Test editing and access rules against your content model. |
| Release cadence | Vendor-managed updates on the SaaS platform. Confirm update timing and whether customers can defer releases. | GLPI 11.0.0 released October 1, 2025, 11.0.11 on October 1, 2026 and 12.0.0 on October 7, 2026, according to the GitHub releases page. |
| Upgrade path | Upgrades are applied by TOPdesk within the subscription. Confirm any customer-side tasks such as integration retesting. | Back up the database, files and config directory including glpi.key and glpicrypt.key, replace files, then run php bin/console db:update. Plugins are suspended after a new version and must be reactivated after major updates. |
Where the data sits and who controls it
TOPdesk runs its SaaS regions on Microsoft Azure, so your data location is set by its hosting. Self-hosted GLPI moves that decision, along with identity and audit evidence, to your organization. The four cards below cover the questions to settle before a migration.
Where the data is stored
TOPdesk hosts its SaaS regions on Microsoft Azure, so the service desk database, attachments and backups sit in the regions TOPdesk operates for your contract. With GLPI, the database, the files directory and the backups sit wherever you deploy them: your own data center, a cloud account you control, or a provider you choose. Confirm which TOPdesk region holds your tenant, where backup copies are kept, and which legal jurisdiction applies to any provider you select for GLPI.
Hosting models compared
GLPI is free software with no license fee, so the cost of hosting is yours to plan, including servers, storage, backups and the staff who run them. If you prefer a managed option, GLPI Network offers a public cloud and a private cloud, priced per user per month, with the private cloud requiring a minimum number of users. Ask Teclib' or your provider to confirm in writing where each option runs, who operates it, and what happens to your data at termination.
Login sources and their order
GLPI checks sign-in sources in a fixed order: the internal database first, then LDAP directories, then IMAP mail servers, then other external methods such as REMOTE_USER. Local accounts therefore remain a fallback unless you remove them, which affects how you control access. Plan the directory groups that map to GLPI profiles, test a user who exists in more than one source, and document which login path each administrator uses.
Evidence for assessments
Under a self-hosted model, your organization produces the evidence for access reviews, change records, logging and backup restore tests that a TOPdesk subscription partly supplies from the vendor side. DeployOpen plans and prepares these controls and evidence for compliance assessments, but it does not issue audit reports, attestations or certifications. Ask TOPdesk for its current assurance documents, and ask your auditor which evidence they expect from a self-hosted service desk before work starts.
What TOPdesk's per-agent subscription covers and what GLPI moves to your budget
TOPdesk's per-agent subscription bundles the hosting, updates and support that GLPI leaves to you. The recurring cost on the TOPdesk side is the subscription itself, counted per agent, plus any integration or customization work you commission on top. Ask the vendor to state in writing which hosting region, backup routine, update cycle and support level the quoted price includes, how agent counts are defined and whether non-IT departments such as facilities or shared services are priced differently. Those answers determine whether a comparison with self-hosting is like for like. GLPI carries no license fee, but its costs are real and recurring. Budget for servers or cloud capacity, backups tested by restore, database and PHP maintenance, the upgrade work described in the installation documentation, and the staff time those tasks consume. Optional GLPI Network subscriptions add a vendor-run option: public cloud at 19 euros per user per month, private cloud at 21 euros per user per month with a 25-user minimum, and self-hosted support tiers from 100 euros per month (Basic, up to 10 agents and 500 assets) to 4,500 euros per month (Enterprise). Those are list figures from the vendor's subscriptions page and should be confirmed before use.
Several factors move each cost. Agent count and asset volume drive both the TOPdesk subscription and the GLPI Network tier, so a clear inventory of named agents and managed assets is the first input to any quote. Support level and hours matter on both sides. On the self-hosted side, the largest variable is staff time, which depends on how many people maintain the platform and how often you upgrade, and on whether a partner handles hardening, backup testing and upgrades under a fixed-scope written agreement. When requesting quotes, ask each vendor or partner for the same scope sheet: number of agents and assets, modules in use (incidents, changes, assets, knowledge base, facility or shared service requests), hosting location, backup retention, upgrade frequency, support hours and any one-time migration or integration effort. Ask TOPdesk to separate the subscription from one-time services, and ask GLPI partners to separate one-time implementation from recurring retainers. Comparing those two lists, rather than the headline per-agent and per-month figures, is what shows where the money goes.
How hosting, backups and upgrades move from TOPdesk to your team
Self-hosting GLPI moves the operating work that TOPdesk currently carries into your team's hands. On the web server, the document root must point to GLPI's public directory, not the installation root, with URL rewriting in place so requests route through index.php. The installation docs cover Apache, Nginx, lighttpd and IIS, and the choice of server should be made with your platform team before the first login. Your team also owns the database layer, which must be MySQL 8.0 or later or MariaDB, with the PHP and database versions for your target release checked against the GLPI installation prerequisites at the time of deployment.
Every GLPI update is a manual procedure in your environment. Before each one, back up the database, the files and the config directory, and make sure glpi.key and glpicrypt.key are included, because losing them can leave encrypted data unreadable. Then replace the application files, run php bin/console db:update, and check the result. Since GLPI 11.0, plugins are suspended when a new version is detected and must be reactivated after major updates, so every plugin your team depends on needs a tested reactivation step in the runbook. Read the GLPI update documentation before you agree on a maintenance window.
TOPdesk's subscription includes hosting, updates and support, so the work above is a service you would otherwise staff. Before you commit, ask your team to confirm who will own patching of the operating system, PHP and the database, who monitors backups and restores them on a schedule, who watches the release notes for each GLPI version, and who is on call when the service fails. Confirm that you can run restore tests, not just backups. If those roles are not clearly covered, either budget for internal capacity or agree on a support retainer with an implementation partner in writing before cutover.
What a move from TOPdesk to GLPI involves at a high level
The sequence moves service desk records, people and assets from TOPdesk into a GLPI platform you run, with each phase producing a signed-off artifact. Business and IT owners control the decisions at every gate, and the cutover happens only after parallel validation confirms the data and workflows match.
Confirm scope and the data to keep
The IT service management lead, data owners and business sponsors agree which incidents, changes, assets, persons, attachments, knowledge articles and reports must move, and which can be closed or archived. They also list the TOPdesk configuration that must be rebuilt in GLPI, such as categories, operator groups, custom fields and workflows. Done when a written data inventory with object types, volumes taken from TOPdesk reports, retention rules and named approvers is signed off.
Request and verify the TOPdesk data copy
Ask TOPdesk Support in writing which export format the copy uses, what it contains, whether attachments are included, and whether facility and shared service records are covered. Confirm the exact format before any transformation work starts, because the import design depends on it. When the copy arrives, open a sample of records, compare counts against TOPdesk reports, and confirm attachments open. Done when the verified copy is stored in an encrypted location with a checksum record.
Build the GLPI platform in your environment
Your team or DeployOpen installs GLPI in the environment the organization has chosen, whether its own cloud account, a data center or an air-gapped network. The README lists PHP 8.3 or later with MariaDB 10.11 or later or MySQL 8.0 or later for the current line, and GLPI 12.0.0 is listed with an official Docker image among its distribution options, so confirm the versions you deploy against the installation documentation. The web server document root must point to GLPI's public directory. Back up the glpi.key and glpicrypt.key files from the first day. Done when a fresh instance logs in through the directory authentication you have configured.
Map TOPdesk objects to GLPI objects
The data owner and GLPI administrator build a mapping workbook that links TOPdesk incidents and changes to GLPI tickets and change records, assets to inventory items, persons to users, operator groups to groups, and categories and statuses to GLPI equivalents. Record where SLA and OLA logic, facility and room data, shared service workflows or custom form behavior do not map one to one, and decide whether each gap needs a plugin, a process change or a retained archive. Done when every TOPdesk object type has a mapped target, an owner and a recorded gap decision.
Import data through spreadsheet import or the API
Load reference data first, starting with locations, persons and groups, then assets, then tickets, changes and attachments, so that relationships resolve on import. Test each object type on a small batch using GLPI's spreadsheet import or its API, and store the original TOPdesk identifier in a field or reference column so records stay traceable. Review import logs for rejected rows and fix the transformation rules before the full run. Done when reconciliation counts per object type match the verified copy, with any exceptions documented.
Run parallel validation
Service owners and a sample of agents work through representative scenarios in GLPI while TOPdesk remains the system of record, covering ticket routing, SLA timers, approval steps, notifications, reports and asset lookups. Compare outcomes against TOPdesk for the same scenarios and log every difference by severity. Repeat the import for corrected records as needed. Done when all high-severity defects are closed and the service owners sign off in writing.
Cut over to GLPI
Freeze new work in TOPdesk, run a final delta import of records changed since the last load, and point email intake, portal links, directory login and any integrations at GLPI. Notify users and agents of the switch and publish the support route for questions during the first weeks. Keep a documented rollback plan with a named decision owner until the business accepts the new platform. Done when the go-live checklist is complete and the first live tickets are handled in GLPI without manual workarounds.
Plan the TOPdesk post-termination backup window
Before the TOPdesk subscription ends, ask TOPdesk Support in writing what backup or data access remains after termination, for how long, and in which format. Take a final archive that includes attachments and audit history, and store it under your retention policy with an access log. Schedule GLPI's own backups from day one, covering the database, the files and the config directory with its key files. Done when the archive is verified, retention dates are recorded and the backup routine has been tested with a restore.
Questions buyers ask before switching from TOPdesk to GLPI
How much does moving from TOPdesk to GLPI cost?
GLPI has no license fee because it is distributed under GPL-3.0, so the cost sits in infrastructure, services and staff time. The recurring parts are servers or cloud instances, the database, backups, monitoring, plugin maintenance and upgrade effort. The one-time parts are migration, configuration, integration and testing. If you add a GLPI Network subscription, the GLPI Network subscriptions page lists public cloud at 19 euros per user per month and private cloud at 21 euros per user per month with a 25-user minimum, and self-hosted subscriptions from 100 euros per month (Basic, up to 10 agents and 500 assets) to 4,500 euros per month (Enterprise). Cost rises with agent count, asset count, integrations and data volume. Ask any provider for a quote that separates one-time and recurring items, and compare the total with your current TOPdesk invoice over the same period.
How long does a TOPdesk to GLPI migration take?
No fixed duration applies to every move, so the timeline depends on scope. The main drivers are the number of processes and workflows to rebuild, the number of custom fields and integrations, the volume and quality of the exported TOPdesk data, the number of asset types and the approval paths for changes. Parallel running and the cutover window also add time, especially if your TOPdesk contract end date is fixed. Ask for a written plan that lists phases, dependencies and the decisions the business must make. DeployOpen agrees scope, deliverables and timelines in writing before work starts, and the timeline follows from that scope rather than from a generic template.
Can our internal IT team move from TOPdesk to GLPI without outside help?
A capable internal team can do it, provided it has the platform skills GLPI needs. GLPI runs on PHP with MariaDB or MySQL behind Apache, Nginx, lighttpd or IIS, and the web server must point its document root to GLPI's public directory with URL rewriting. Your team also needs to handle database versions, encryption keys, email, LDAP and authentication. The harder parts are usually data mapping from TOPdesk objects, rebuilding approval logic and testing integrations. Assess these skills honestly before you start. An outside partner is useful for the gaps, or for a fixed-scope piece of the work such as hardening or the cutover.
What does the business need to provide during the move?
The business has to make decisions that no platform can make for it. Process owners must define incident categories, priorities, service levels, change approval rules and the asset lifecycle GLPI will follow. Data owners must agree how TOPdesk records map to GLPI objects and what history is kept, archived or dropped. Sponsors must approve the cutover date and the retention plan for TOPdesk data after termination. Testers from each service area need time to run real scenarios before go-live. Name these owners at the start, because delays in these decisions usually cost more time than the technical work itself.
Can GLPI replace TOPdesk's facility and shared service management use?
GLPI covers ITIL-based incident, problem, change and service level management, asset inventory, configuration management, knowledge base and contract management, according to the GLPI README. Those areas match most IT service desk work. Facility workflows, such as room, building or space requests, and shared service catalogs used by non-IT departments may need extra configuration, plugins or custom development. The sources supplied here do not confirm how far GLPI covers each facility workflow, so list every TOPdesk workflow you use today and test each one against GLPI in a gap assessment before you commit. Plugins are also suspended after an upgrade, so plan for their reactivation.
How does GLPI Network compare with self-hosting GLPI?
GLPI Network is the managed offering from Teclib', the company that edits and maintains GLPI, and it includes a 45-day free trial. Self-hosting keeps the platform in your own accounts or data centers, and you carry the hosting, backups, patching and upgrades yourself. GLPI Network moves much of that operational work to the vendor, at a per-user or per-tier subscription cost. Compare the two on data location, support level, the number of agents and assets you need to cover, and the staff time you would otherwise spend on operations. The GLPI project site explains the offering, and the subscriptions page sets out the current price tiers.
What does a GLPI upgrade involve?
An upgrade is a documented sequence rather than a single click. The GLPI update documentation requires you to back up the database, the files and the config directory, including glpi.key and glpicrypt.key, because losing those keys can make stored data unreadable. You then replace the application files and run php bin/console db:update. Since GLPI 11.0, plugins are suspended when a new version is detected and must be reactivated after major updates, so check each plugin's compatibility first. Run the upgrade on a staging copy, review the release notes for the target version, and schedule a rollback path before you touch production.
Can DeployOpen run GLPI for us after go-live?
DeployOpen plans, implements, customizes, integrates, hardens, backs up, upgrades, documents and supports self-hosted open-source platforms inside your own cloud accounts, data centers or air-gapped networks. Most engagements are fixed-scope, with scope, deliverables and timelines agreed in writing before work starts. Ongoing support, upgrades and continuous testing are available as retainers. The retainer scope, service levels and fees are set in a written quote that follows from the agreed scope. DeployOpen prepares systems, controls and evidence for compliance assessments, but independent auditors and certification bodies issue any audit report or certification.
How DeployOpen helps you evaluate, implement and move from TOPdesk
DeployOpen plans, implements, integrates, hardens, backs up, upgrades and documents self-hosted open-source platforms inside your own cloud accounts, data centers or air-gapped networks. For TOPdesk vs GLPI, we start with a written assessment of which TOPdesk workflows GLPI covers and which need custom work, then build and hand over only what the agreed scope describes.
How we scope
- We map your current incident, change, asset, knowledge base and facility or shared service workflows to GLPI objects before any build starts.
- We list gaps against TOPdesk features in writing, so you see what needs customization, a plugin or a process change.
- We agree deliverables, timelines and responsibilities in a fixed-scope document, and ask you to confirm hosting location and data residency needs first.
How we build
- We deploy GLPI in your environment on the web server, PHP and MySQL or MariaDB versions the current installation documentation requires.
- We configure authentication sources, such as LDAP or IMAP, and set up GLPI Agent inventory for your devices.
- We test imported data, ticket routing, SLA rules and change approval flows against a written test plan before go-live.
How we hand over
- We document the architecture, backup procedure covering the database and configuration keys, and the update runbook.
- We train your administrators and service desk staff on the configured workflows and reporting views you agreed on.
- We provide a handover pack with configuration records, so your team can operate GLPI without depending on us.
How we support
- Ongoing support, upgrades and continuous testing are available as a retainer, scoped separately from the build.
- We plan major version upgrades, including reactivating plugins after an update, and test them before production.
- We confirm with you which support tier, from your own team or a retainer, fits the staff time you want to keep in-house.
