We performed a comparison between Freshservice and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It allowed the development team to concentrate on the client’s requirements instead."
"We found the initial setup to be very simple."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Ability to scan barcodes and a great search feature."
"The most valuable feature is asset management maintenance as well as asset management overall."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"Its capabilities let us organize our work."
"Maximo is very stable. We really do not have problem with stability."
"The most valuable features are the ability to create work orders and preventative maintenance."
"The most valuable feature is the ability to correct maintenance."
"Work order management and scalability enables the businesses' needs to be met."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"Freshservice's technical support has issues with delays and translations."
"The chat portal is not that great."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The analytics could be better."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"Vendor management needs enhancement."
"There are always ways to improve and make things better."
"Coding can be complex when customization is required."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"Maximo is a big system, so the initial setup is complex."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews. Freshservice is rated 8.0, while IBM Maximo is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and NetSuite ERP.
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