Enterprise-grade IT service management,
without the enterprise tax.
Full ITIL coverage — incidents, problems, changes, service requests, knowledge, assets — in one product. Speaks EN / 中文 / Русский. Runs in the cloud, on-prem, or fully air-gapped with a local LLM.
Used by IT teams across Southeast Asia and Greater China
Five things you would pay five vendors for, in one product
Every module shares the same priority matrix, SLA model, comment thread, audit log and attachment plumbing — so changing one thing changes it everywhere.
Full ITIL lifecycle
Incident, Problem, Change with CAB, Service Request with workflow approval, Knowledge with versioning, Asset lifecycle from PO to disposal. Bidirectional ticket links (RELATED_TO / CAUSED_BY / BLOCKED_BY / DUPLICATE_OF) tie everything together.
AI that runs on your servers
Agent-assisted triage, draft replies, suggested resolutions, and RAG search over your knowledge base — powered by your choice of OpenAI, Anthropic, or a local Ollama / llama-cpp endpoint. Regulated buyers can run the whole stack air-gapped.
Real workflow engine
Build approval chains by role, team, or specific user. Reusable templates. Reject-routing back to earlier steps. In-flight requests stay safe when you edit a template — they keep their snapshot.
Two-channel self-service
End-users get a portal AND a chatbot — Feishu, WeChat, WeCom, Youdu — out of the box. Intent classification, KB-grounded answers, escalation to a human when needed. No separate chat tier to license.
Asset lifecycle, end to end
Requested → ordered → received → deployed → in-use → retired → disposed, with loan / return / RMA / inventory-audit workflows. Software license tracking with expiry alerts. Replaces a separate Snipe-IT plus a procurement spreadsheet.
Trilingual + region-native integrations
EN / 中文 / Русский interface. LDAP / AD, SAML, OAuth, Youdu SSO. SMTP for email — Feishu, WeChat, WeCom for in-app notifications. Built where your team actually works.
How we compare
All five modules ship in every tier of X-ITSM. Traditional enterprise suites license each module separately; dev-tool add-ons leave you to glue them together yourself.
| Feature | X-ITSM All-in-one | Traditional enterprise suite | SMB SaaS tool | Dev-tool add-on |
|---|---|---|---|---|
| Incident management | ✓ | ✓ | ✓ | ✓ |
| Problem management | ✓ | ✓ | Limited | Limited |
| Change + CAB workflow | ✓ | ✓ | Add-on | Add-on |
| Service catalog + approvals | ✓ | ✓ | ✓ | ✓ |
| Knowledge base + RAG search | ✓ | Add-on | Limited | Separate tool |
| Asset lifecycle (full) | ✓ | ✓ | Limited | Add-on |
| Multi-channel chatbot | ✓ included | Add-on | Add-on | Add-on |
| EN / 中文 / Русский UI | ✓ | ✓ | Partial | Partial |
| Self-hosting allowed | ✓ | — | — | Data Center only |
| Bring-your-own LLM (local) | ✓ | — | — | — |
AI co-pilot for incident triage
Summarise long incident threads in a click, draft a customer reply in the right language, surface similar resolved tickets — all gated by a single admin toggle, with full audit. Runs on the LLM you bring (OpenAI, Anthropic, or your local Ollama).
Run it where your data needs to live
Cloud
Hosted on our infrastructure. SSO, daily backups, 99.5% uptime SLA. Fastest path to value.
On-premises
Your servers, your control. Single-box installer for Ubuntu / RHEL, or Helm chart for Kubernetes. Tested at 50+ technician scale.
Air-gapped
No outbound internet required. Local LLM (Ollama / llama-cpp). For finance, healthcare, government, defence.
Pricing that scales with your team
All modules included on every tier — no upsell to unlock Change or Asset. Pay per technician; end-users are free.
Starter
Up to 10 technicians. Cloud-hosted.
- All ITIL modules included
- Self-service portal + email channel
- EN / 中文 UI
- Email + KB-search support
Team
Up to 50 technicians. Cloud or on-prem.
- Everything in Starter
- Workflow templates + CAB
- Asset lifecycle + inventory audit
- Feishu / WeChat / WeCom / Youdu chatbot
- LDAP / AD + SAML / OAuth SSO
- Onboarding + training
Enterprise
Unlimited technicians. Self-hosted, including fully air-gapped.
- Everything in Team
- Local-LLM AI co-pilot
- Custom integrations
- Dedicated account team
- Annual security review
- Source-code escrow option
Common questions
Can X-ITSM run without internet access?
Yes. The Enterprise tier supports a fully air-gapped install, including a local LLM via Ollama or llama-cpp. No data ever leaves your network.
Which SSO providers do you support?
LDAP / Active Directory natively, plus SAML 2.0 and OAuth 2.0 / OpenID Connect. Youdu is supported as a first-class provider for Chinese enterprise customers. Each provider can auto-provision users and map groups to roles.
Can end-users approve service requests from WeChat or Feishu?
Yes — the chatbot framework supports interactive approvals from Feishu, WeChat, WeCom and Youdu. The web portal also surfaces approvals at /portal/approvals for users who prefer a browser.
How does pricing work?
Per-technician licensing on all tiers. End-users (people who submit tickets) are free and unlimited. No usage-based fees for tickets, requests or storage within fair-use limits.
Do you have a migration path from our existing ITSM tool?
Yes. We support CSV import on every module plus a guided migration in onboarding — typically 2-4 weeks for a full historical migration including attachments, comments and audit trail.
What is the contract minimum?
Annual contracts on Starter and Team. Multi-year discounts available on Enterprise. No multi-year lock-in required.
Ready to consolidate your IT toolchain?
We will walk you through your current setup, show you what would migrate cleanly, and quote a 90-day pilot.