About the Developer

The person behind FreeITSM

Ed Mozley

Hi, I'm Ed

I'm an IT professional who built FreeITSM just to see if I could — and then decided to share it with the world. What started as a side project to satisfy my own curiosity turned into a full-featured ITSM platform with 16 integrated modules.

I work in IT infrastructure and applications for a City law firm (London, UK), and I've spent years using (and being frustrated by) commercial ITSM tools that are either too expensive, too bloated, or too locked-down. So I built my own.

I have a full time job which I love with all my heart (most of the time) and so if you are reading this it is important that you understand this is a completely free offering with no support (bug fixes, feature requests, set up instructions etc.)

My LinkedIn address is below - I share this not because I want to be contacted or to widen my network, but just to provide some level of reassurance that this project is being developed with the very best of intentions. Please do not contact me with any questions - I am not a thought leader, events speaker, podcaster or whatever. I'm just a guy who spent a few hours vibe coding.

With very best wishes,

Ed Mozley
https://www.linkedin.com/in/ed-mozley-2bbb4427/

The Story

FreeITSM began as a simple ticket tracking system. My dream had always been to make it feel a bit like Outlook and you professional devs out there may laugh but the first time I got it to connect to an Exchange mailbox was exhillarating - a dragon had been slayed!

So I started building. First came the ticketing module with its Outlook-style three-panel interface and Microsoft 365 email integration. Then asset management with VMware vCenter integration. Then a knowledge base. Then change management. One by one, the modules grew based on real needs from a real IT team.

Along the way, I added features I'd always wished I had: AI-powered knowledge search, daily morning checks with trend tracking, a dynamic form builder, and even a system wiki that auto-documents the codebase. Each feature was born from a genuine "I wish I had this" moment.

At some point, I realised that other IT teams might find this useful too. And since I'd built it on my own time, with no commercial pressure, I decided to just give it away. No strings attached.

Technical Philosophy

I deliberately chose proven, reliable technologies over trendy frameworks. FreeITSM is built to last, not to impress at a tech conference. Here's what powers it:

  • PHP — battle-tested, runs everywhere
  • MySQL — rock-solid relational database
  • Vanilla JavaScript — no framework churn
  • Microsoft Graph API & Gmail API — Microsoft 365 and Google Workspace email integration
  • VMware vCenter API — enterprise VM management
  • Claude AI & OpenAI — intelligent knowledge search
  • AES-256-GCM — proper encryption at rest
  • OAuth 2.0 — secure authentication flows

The code is clean, well-structured, and written to be readable. No abstraction for abstraction's sake. No design patterns for the sake of design patterns. Just straightforward code that does what it needs to do.

I believe that the best technology choices are the ones that let you focus on solving problems rather than fighting your tools. That's the philosophy behind every technical decision in FreeITSM.

Get In Touch

FreeITSM is a solo passion project. The best way to connect is through GitHub.

View on GitHub

This is a passion project with no formal support. Feel free to explore, fork, and make it your own. If you find a bug or have an idea, open an issue on GitHub.