# EcholoN — IT Service Management EcholoN by mIT solutions GmbH holds a panel rating of 2.5/5 from 6 AI judges (category median 3/5), as of 2026-11-02. Provenance: EU-Made; sovereignty: not determined. - Vendor: mIT solutions GmbH (https://www.echolon.de/de/) - Category: [IT Service Management](https://whats-best.ai/software/itsm.md) - Provenance (editorial classification): EU-Made - Canonical page: https://whats-best.ai/software/itsm/echolon - Alternatives: https://whats-best.ai/software/itsm/echolon/alternatives ([markdown](https://whats-best.ai/software/itsm/echolon/alternatives.md)) - Data as of: 2026-11-06 · evaluated 2026-11-02 · oldest source captured 2026-11-01 **AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology ## At a glance - Vendor: mIT solutions GmbH - Headquarters: Not stated on the vendor’s pages as of 1 Nov 2026 - Data hosting: Not stated on the vendor’s pages as of 1 Nov 2026 - Free plan: Not stated on the vendor’s pages as of 1 Nov 2026 ## The panel's verdict EcholoN is an IT service management suite published by the EcholoN consortium, mIT solutions GmbH (HRB 4947, Amtsgericht Pinneberg). Its strongest criteria are the service desk and assets and CMDB, where scores cluster at 7: multichannel intake with automatic caller identification, SLAs per service, contract and support calendar with automatic escalation, and a CMDB spanning hardware, software and business services, fed automatically from Active Directory, Entra ID, SNMP and monitoring tools, with deduplication and an acquisition-to-scrapping life cycle. Change and problem (one judge at 7), the self-service portal and deployment and integration cluster at 6, with findings of no public information on release records, blackout periods, automated password-reset fulfilment, SCIM provisioning or cloud/on-premises feature parity. Sovereignty is the genuine split, 4 to 6: rationales credit the German entity and the on-premises option, but we found no public information on where the cloud edition hosts data, on product subprocessors or a published data processing agreement — judges weighed that gap differently. One judge's scores sit at 0 throughout; pricing transparency scores 1 to 2, with no price published for any edition. **Speaks for it:** - Incidents and service requests run as distinct processes, with intake by email, telephone, chat and portal and automatic caller identification. - The CMDB spans hardware, software, virtual systems and business services, fed automatically from Active Directory, Entra ID, SNMP scans and named monitoring tools such as PRTG, Nagios and Zabbix, with deduplication. - Change risk and impact assessment draws on CMDB relationships, with approvals up to a Change Advisory Board, a change calendar, back-out planning and post-implementation review. - Cloud, on-premises and hybrid operation are all documented, with multi-tenant operation separating customers, contracts and service levels on one platform. - Reference rollouts are published for McDonald's (more than 1,400 restaurants) and Bünting (210 markets). **Held against it:** - We found no public information on where the cloud edition hosts data, on subprocessors for the product, or on a published data processing agreement. - We found no public information on software licence compliance and metering, on discovery agents for Windows, macOS and Linux, or on connectors such as Intune, SCCM or JAMF. - We found no public information on feature parity between the cloud and on-premises editions, on SCIM provisioning, webhooks or a public status page. - The ISO 20000 and ISO 27001 names on the pages belong to a named customer reference; we found no public information on a process certification for the product itself. - No price is published for any edition; every route to a figure ends at a sales email. **Best for:** - You need a CMDB automatically fed from Active Directory, Entra ID, SNMP scans and monitoring tools such as PRTG and Nagios, with contracts, maintenance and costs linked per configuration item. - You must run on-premises within your own infrastructure and want a German contracting entity with a published commercial register entry. - You run a managed service practice and need multi-tenant operation with separate customers, contracts and service levels per client. - Your change process needs CMDB-based risk and impact assessment with approvals scaling up to a Change Advisory Board. **Avoid if:** - You need a process-certified change workflow for an audit; the ISO 20000 and ISO 27001 names on the pages belong to a customer reference, and we found no public information on a certification for the product itself. - Your compliance sign-off requires a published data processing agreement and named product subprocessors; the only processors named on the captured pages are website analytics and video embeds with a stated US transfer. ## Scores by judge and criterion Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion. | Criterion | The Service Desk Lead | The MSP Owner | The Change & Configuration Manager | The Municipal IT Lead | The Solo IT Admin | The Skeptic | | --- | --- | --- | --- | --- | --- | --- | | Service desk, incidents & requests | 0/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | | Change, problem & release management | 0/5 | 3/5 | 3.5/5 | 3/5 | 3/5 | 3/5 | | Assets, CMDB & discovery | 0/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | | Self-service portal & service catalog | 0/5 | 3/5 | 3/5 | 3/5 | 3/5 | 3/5 | | Deployment, integrations & multi-client operation | 0/5 | 3/5 | 3/5 | 3/5 | 3/5 | 3/5 | | European sovereignty | 0/5 | 2.5/5 | 3/5 | 3/5 | 2.5/5 | 2/5 | | Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r | | **Weighted verdict** | **0/5** | **3/5** | **3.5/5** | **3/5** | **3/5** | **3/5** | ### The judges - **The Service Desk Lead** (v1.0): Leads a team of eight agents at a machine builder with 1,400 employees across three plants in Germany and one in Poland. Most tickets still arrive by email, and the same printer and VPN questions come in every Monday. Wants incidents and requests told apart, SLAs that escalate on their own, a portal with a catalog people actually use, answers that deflect the Monday tickets, and reports the IT director reads without a spreadsheet. - **The MSP Owner** (v1.0): Owns a managed service provider with twenty-two technicians and sixty client companies, from dental practices to a logistics firm with nine sites. Every client has its own contract, its own SLA and its own devices, and every hour has to end up on an invoice. Wants one desk with client data kept apart, the RMM and remote support tool connected, time and contracts billed, a portal per client, and a price per technician that still works when the team doubles. - **The Change & Configuration Manager** (v1.0): Change and configuration manager at a regional bank that answers to BaFin and, since January 2025, to DORA. Chairs the weekly change advisory board and has to show an auditor who approved which change, which services it touched and which incident it caused. Wants change types with real approvals, risk read from a CMDB that knows how systems depend on each other, problem records tied to incidents, and an audit trail that can be exported. - **The Municipal IT Lead** (v1.0): Runs IT for a district administration with 900 staff, schools included, on servers in the municipal data centre. Follows BSI IT-Grundschutz and buys through public tenders, and the data protection officer will not sign off staff and device data on a US cloud. Wants an on-premise or open-source edition that is documented and maintained, a portal for teachers and clerks, assets linked to tickets, and a contract and price list the procurement office can put into a tender. - **The Solo IT Admin** (v1.0): The whole IT department of a 160-person engineering firm, with a part-time trainee on Thursdays. Requests come in by email, Teams and in the corridor, and the asset list is a spreadsheet nobody trusts. Has no time for an ITIL project: wants email and Teams turned into tickets, a simple portal with answers to the common questions, laptops and licences found automatically, a setup that takes days rather than months, and a price they can read off the website. - **The Skeptic** (v1.0): Has seen "ITIL-certified" on a tool whose change management is a status field, a "CMDB" that is a list of devices without a single relationship, and an "AI agent" that searches the knowledge base. Reads that a product runs on premise and asks whether that edition gets the same features, which of the asset packs are extra, where the tickets and attachments are stored — and how ten years of ticket history would leave. ## European sovereignty — proven facts Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined. | Dimension | Finding | Points | Source | |---|---|---|---| | Legal entity | Not determined | — | — | | Hosting location | Not determined | — | — | | Hosting options | Not determined | — | — | | Open source | Not determined | — | — | | Data processing agreement | Not determined | — | — | | Transfer impact assessment | Not determined | — | — | ## Key facts Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources). **Compliance** - Cookies used: yes [S10] - Custom security: security settings configurable to organisation's needs [S15] - Customer ratings: SEHR GUT · 69 · 5 · ProvenExpert.com [S5] - Data privacy hosting: yes [S6] - Data protection hosting: yes [S17] - Data subject rights: access · rectification · erasure · restriction · objection · data_portability [S10] - Ga ip anonymization: yes [S10] - GDPR: yes [S15] - GDPR conformity: DSGVO · yes [S5] - GDPR supervisory complaint: yes [S10] - Security features: yes · yes · yes · yes [S5] - Security features: encrypted transmission, security updates, access controls, authentication [S15] **Data** - Cmdb auto transfer: yes · Automated data transfer into the CMDB recommended for introduction [S16] **Hosting** - Cloud saas: yes [S1] - Deployment models: yes · yes · yes · yes [S2] - Deployment models: yes · yes · yes [S12] - Hybrid: yes [S1] - Managed service: yes [S1] - Models: Cloud · On-Premises · hybrid [S6] - Models: yes · yes · yes · yes [S11] - On premises: yes [S1] **Integrations** - Active directory: Active Directory · Entra ID [S6] - API: yes [S15] - API interfaces: APIs · WebServices · GraphQL [S5] - APIs: yes · yes · yes [S1] - Areas: email systems · user and directory services · monitoring · ERP · CRM · asset/configuration data sources · telephony [S11] - Connectable systems: E-Mail-Systeme · Benutzer- und Verzeichnisdienste · Monitoring- und Meldesysteme · ERP- und CRM-Anwendungen · Asset- und Configuration-Datenquellen · Telefonie- und Kommunikationslösungen [S12] - Connection options: standard component · defined interface · project-specific integration [S11] - Data integration: yes · Data integration [S16] - Data sync: yes [S15] - Data workflow system: data migration · cross-system processes · import · cleansing · transformation · yes [S11] - Data workflow system: yes · Data Workflow System für Datenmigration [S12] - Deployment models: cloud · on-premises · hybrid [S17] - Editions: EXPRESS · STANDARD · PRO · ENTERPRISE [S7] - Erp systems: Integration mit ERP, CRM, SAP, Monitoring möglich; Bestandssysteme bleiben Teil übergreifender Prozesse [S1] - Graphql webservices: yes · yes · yes [S15] - No code config: yes [S15] - Rest API: yes [S17] - Rest API: yes [S6] - Sap: yes [S17] - Sap: yes [S6] - Sap: yes [S12] - Sap connection: SAP Anbindung listed under Software [S10] - Sap connection: yes · SAP connection [S16] - Scope: Verzeichnis- und Benutzerdienste · E-Mail und Kommunikation · Monitoring · Asset- und Discovery-Systeme · ERP und CRM · Personal- und Organisationssysteme · Dokumenten- und Fachanwendungen [S2] - SSO: yes [S6] - SSO ad: yes · Active Directory or Entra ID [S17] - Third party tools: configuration_management_tools · network_monitoring · itsm_platforms · yes [S5] **Legal** - Address: Borstel-Hohenraden · mIT solutions GmbH · Quickborner Straße 79 · 25494 [S17] - Address: Borstel-Hohenraden · Quickborner Straße 79 · mIT solutions GmbH · 25494 [S9] - Company: mIT solutions GmbH · Quickborner Straße 79, 25494 Borstel-Hohenraden [S3] - Company: mIT solutions GmbH · Quickborner Straße 79, 25494 Borstel-Hohenraden [S4] - Company: vertrieb@mitsolutions.de · Quickborner Straße 79, 25494 Borstel-Hohenraden, Germany · mIT solutions GmbH [S1] - Company: Quickborner Straße 79, 25494 Borstel-Hohenraden · mIT solutions GmbH [S7] - Company: 25494 · Borstel-Hohenraden · mIT solutions GmbH · Quickborner Straße 79 [S11] - Company: Quickborner Straße 79, 25494 Borstel-Hohenraden · mIT solutions GmbH [S13] - Company: Quickborner Straße 79, 25494 Borstel-Hohenraden · mIT solutions GmbH [S19] - Company name: mIT solutions GmbH · Quickborner Straße 79, 25494 Borstel-Hohenraden [S10] - Company name: mIT solutions GmbH [S14] - Company name: Borstel-Hohenraden · Quickborner Straße 79 · mIT solutions GmbH · 25494 [S18] - Copyright: EcholoN Konsortium · yes [S9] - Entity: Quickborner Straße 79, 25494 Borstel-Hohenraden · mIT solutions GmbH [S12] - Entity: Borstel-Hohenraden · Quickborner Straße 79 · mIT solutions GmbH · 25494 [S16] - Entity: mIT solutions GmbH · Quickborner Straße 79, 25494 Borstel-Hohenraden [S15] - Publisher: EcholoN Konsortium · mIT solutions GmbH [S9] - Register: 4947 · Amtsgericht Pinneberg [S9] - Vendor: Quickborner Straße 79, 25494 Borstel-Hohenraden · mIT solutions GmbH [S6] - Vendor entity: mIT solutions GmbH · Quickborner Straße 79, 25494 Borstel-Hohenraden [S5] **Pricing** - Edition packages: EXPRESS · STANDARD · PROFESSIONAL · ENTERPRISE · yes [S17] - Editions included: Express · Standard · Professional · Enterprise [S17] - Editions included: Express · Standard · Professional · Enterprise [S19] - Enterprise cmdb: 1..n · fully integrated [S15] - Enterprise package cmdb: ENTERPRISE · komplett · Assetmanagement / Configurations Management System mit 1..n CMDB's [S5] - Express cmdb: Inventory and Inventory Management · partly integrated [S15] - Express package cmdb: EXPRESS · teilweise · Inventarisierung und Inventarverwaltung [S5] - Pro package cmdb: PRO · komplett · Assetmanagement / Configurations Management System mit 1..n CMDB's [S5] - Professional cmdb: 1..n · fully integrated [S15] - Standard cmdb: Asset Management / Configurations Management with CMDB · fully integrated [S15] - Standard package cmdb: STANDARD · komplett · Assetmanagement / Configurations Management mit CMDB [S5] **Product** - Aiops: AIOPs system to detect and prevent incidents before they occur [S3] - Analytics support: yes · yes [S19] - Approval workflows: yes [S17] - Approval workflows: yes [S6] - Asset configuration linking: yes [S11] - Asset configuration linking: yes · Asset- und Configuration-Informationen [S12] - Asset management: yes [S15] - Assignment rules: teams · roles · locations · customers · services [S11] - Assistant capture: Structured ticket intake via assistant [S3] - Async extraction: yes [S7] - Attachments: yes [S17] - Automated documentation visualization: yes · yes [S5] - Automated log consolidation: Automation consolidates logs from different systems into the ticket [S3] - Automatic assignment: yes [S12] - Automatic problem generation: yes [S14] - Automation: yes [S7] - Automation scheduling: once · periodic · daily · weekly · event-driven [S19] - Backout planning: yes [S4] - Big data: yes [S7] - Branding: yes [S17] - Branding: yes [S6] - Buenting rollout: 210 · Bünting [S6] - Cab approval: Approvers, departments or a Change Advisory Board (CAB) can be involved in review and approval depending on change type and risk [S4] - Cab support: yes · yes [S13] - Case studies: Aveniq · HORNBACH [S11] - Case view: status/priority · requester · teams/agents · communication history · tasks/approvals · deadlines · services/objects · attachments · related cases [S11] - Central ci management: yes [S5] - Centralised ci management: central recording and management of all CIs and their lifecycle [S15] - Change back out documentation: back_out_planning · yes [S13] - Change calendar: Change calendar provides central overview of upcoming changes, parallel activities and overlaps [S4] - Change calendar: change_calendar · yes [S13] - Change capture: Change Requests are captured centrally as structured changes, replacing email/spreadsheet coordination [S4] - Change capture classification: structured change recording · risk and impact assessment · approvals and CAB processes · central change planning · configuration item dependencies · workflow-based task management [S13] - Change management: Change Enablement: Änderungen bewerten, planen, genehmigen und nachvollziehbar umsetzen [S2] - Change management support: yes [S5] - Change management support: yes [S15] - Change request initiation: problem management can initiate Requests for Change [S14] - Change review: Post-implementation review documents whether the change succeeded and unexpected effects occurred [S4] - Change templates: yes [S4] - Change templates: predefined_change_templates · yes [S13] - Channels: email · telephone · self-service portal · integrated systems [S11] - Ci linking: yes · CI linked to location, contract, maintenance, costs [S16] - Ci scope: hardware · software · virtual_systems · business_services · service_agreements [S5] - Ci scope: CIs include hardware, software, virtual systems, business services, service agreements [S15] - Ci vs asset differentiation: yes [S5] - Cloud support: yes [S7] - Cmdb: EcholoN CMDB verbindet Configuration Items, Anwendungen, Infrastruktur und IT-Services [S2] - Cmdb access: Direct access to CMDB for capturing the affected object [S3] - Cmdb ci flexibility: CIs are objects with customisable characteristics [S15] - Cmdb hierarchy: yes · Hierarchical CI classification: business service, service element, base element [S16] - Cmdb integration: CMDB provides Configuration Items and their relationships for change risk assessment and impact analysis [S4] - Cmdb integration: cmdb_for_risk_assessment · yes [S13] - Cmdb multiple: multiple CMDBs of arbitrary structure [S8] - Cmdb suite membership: EcholoN Enterprise Service Management Suite [S5] **Subprocessors** - Google adwords: Google AdWords Conversion-Tracking · yes · 30 [S10] - Google analytics: Google Analytics · web analytics · US server, IP anonymization within EU/EEA [S10] - Youtube: YouTube (Google) · embedded plugins, connection to YouTube servers on page visit [S10] **Support** - Consulting: yes [S15] - Dedicated support team: yes [S5] - Implementation support: yes · yes [S5] - Sales email: vertrieb@mitsolutions.de [S14] - Service portal: yes · yes [S1] - Team: yes [S15] - Training: yes [S15] - Training offered: yes · yes · yes [S9] - Training programs: administrators · end_users · yes [S5] - Vendor entity: mIT solutions GmbH [S17] - Webmaster email: webmaster@echolon-software.de [S9] 262 more facts on the canonical page: https://whats-best.ai/software/itsm/echolon ## Questions ### Is EcholoN European? Yes. whats-best.ai classifies EcholoN as EU-Made. ### Where does EcholoN store data? Not stated on the vendor’s pages as of 1 Nov 2026. ### Does EcholoN have a free plan? Not stated on the vendor’s pages as of 1 Nov 2026. ### What are the best alternatives to EcholoN? As of 2 Nov 2026, the panel rates [ManageEngine ServiceDesk Plus (3.5/5)](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus), [Xurrent ITSM (3/5)](https://whats-best.ai/software/itsm/xurrent) and [GLPI (3/5)](https://whats-best.ai/software/itsm/glpi) highest among the other 14 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [GLPI](https://whats-best.ai/software/itsm/glpi) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [EcholoN alternatives](https://whats-best.ai/software/itsm/echolon/alternatives). ## What this page leaves out - 18 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. - 3 compliance facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. - 1 data fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. - 1 legal fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. - 1 support fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. - 2 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown. ## Sources - [S1] Vendor homepage: https://www.echolon.de/de/ (checked 2026-11-01) - [S2] Features page (ITSM): https://www.echolon.de/de/loesungen/it-service-management/ (checked 2026-11-01) - [S3] Features page (incident management): https://www.echolon.de/de/software/incident-management/ (checked 2026-11-01) - [S4] Features page (change management): https://www.echolon.de/de/software/change-management/ (checked 2026-11-01) - [S5] Features page (CMDB): https://www.echolon.de/de/software/cmdb/ (checked 2026-11-01) - [S6] Features page (self-service portal): https://www.echolon.de/de/software/self-service-portal/ (checked 2026-11-01) - [S7] Integrations page (data integration): https://www.echolon.de/de/software/datenintegration/ (checked 2026-11-01) - [S8] Editions page (no prices): https://www.echolon.de/de/editionen/ (checked 2026-11-01) - [S9] Legal notice: https://www.echolon.de/de/impressum/ (checked 2026-11-01) - [S10] Privacy policy: https://www.echolon.de/de/datenschutz/ (checked 2026-11-01) - [S11] Service desk, incidents & requests — found from sitemap: https://www.echolon.de/en/solutions/service-desk/ (checked 2026-11-01) - [S12] Service desk, incidents & requests — found from sitemap: https://www.echolon.de/de/loesungen/service-desk/ (checked 2026-11-01) - [S13] Change, problem & release management — found from sitemap: https://www.echolon.de/en/software/change-management/ (checked 2026-11-01) - [S14] Change, problem & release management — found from sitemap: https://www.echolon.de/en/software/problem-management/ (checked 2026-11-01) - [S15] Assets, CMDB & discovery — found from sitemap: https://www.echolon.de/en/software/cmdb/ (checked 2026-11-01) - [S16] Assets, CMDB & discovery — found from sitemap: https://www.echolon.de/en/software/service-asset-management/ (checked 2026-11-01) - [S17] Self-service portal & service catalog — found from sitemap: https://www.echolon.de/en/software/self-service-portal/ (checked 2026-11-01) - [S18] Self-service portal & service catalog — found from sitemap: https://www.echolon.de/en/software/knowledge-base/ (checked 2026-11-01) - [S19] Deployment, integrations & multi-client operation — found from sitemap: https://www.echolon.de/en/software/data-integration/ (checked 2026-11-01) --- Cite as: whats-best.ai, "EcholoN — IT Service Management", AI panel analysis, as of 2026-11-06. https://whats-best.ai/software/itsm/echolon Corrections: https://whats-best.ai/correct/1334?target=page