Why ITSM?
As a former CIO, I’ve often seen companies struggle to structure their IT service management. Between siloed tools, high licensing costs, significant integration efforts, and increasing complexity, the need for a simple, customizable, and centralized solution has become essential. ITSM (IT Service Management) aims to improve service quality, responsiveness, and traceability of IT activities. Odoo is a very serious contender in this space.
Why Odoo?
Odoo is a modular, open-source suite of business applications. It’s often known for its classic ERP use cases (CRM, sales, invoicing...), but its flexibility allows it to go far beyond that. It’s a platform that is accessible, intuitive, scalable, and above all: adaptable to your business needs.
- ✅ Modular: activate only the apps you need (Helpdesk, Project, Documents...)
- ✅ Customizable: with Studio, any process can be adapted
- ✅ Cost-effective: no six-figure licenses, affordable open-source or SaaS model
- ✅ API-friendly: easy to integrate into an existing IT landscape
Mapping ITSM → Odoo
Here’s how Odoo can support the main ITSM processes:
| ITSM Process | Odoo Module |
|---|---|
| Incident Management | Helpdesk |
| Request Management | Helpdesk + Website Portal |
| Change Management | Project + Approvals |
| Problem Management | Helpdesk + Custom fields |
| CMDB / Asset Management | Inventory + Custom model |
| Document Management | Documents |
| Knowledge Base | Knowledge |
| SLA / KPIs | Helpdesk + Timesheets |
| Document Signing | Sign |
| Workload Tracking | Timesheets + Planning |
| Approval Processes | Approvals + Studio |
Typical Scenario: An SMB Structuring Its IT Support
An SMB with a hybrid IT infrastructure implements Odoo Helpdesk to centralize user tickets. Each ticket is categorized, prioritized, and routed to the appropriate team. Major changes follow an approval flow using the Project module. Time spent is tracked for workload analysis. Technical documentation is shared using the Documents module, and an internal knowledge base is available online.
Within a few weeks, the IT team gains better visibility, users are more satisfied, and data is consolidated for better management and reporting.
Going Further: A Sovereign and Responsible Approach
Odoo is a European solution, developed in Belgium, and fully GDPR-compliant. It can be hosted with a sovereign cloud provider (Scaleway, OVH, 3DS Outscale) or on-premise. Unlike many American ITSM tools, it allows you to retain control over your data, your code, and your processes.
This focus on digital sovereignty is becoming a strategic priority for many organizations, especially in the public sector, healthcare, industry, or education. Odoo offers a modern, secure, and truly European alternative.
Conclusion
Odoo is more than just an ERP: it’s a unified, modular platform capable of effectively structuring your ITSM. As a former CIO, I can help you design, implement, and tailor an Odoo-based solution for your IT service management needs.
→ Need an assessment or a proof of concept? Let’s talk.