We performed a comparison between IBM Maximo and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about IBM, IFS, Infor and others in Enterprise Asset Management (EAM)."It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"Reliable, very configurable, and it's all integrated in the same database."
"IBM Maximo is the best software for assets management."
"Work order management and scalability enables the businesses' needs to be met."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"The most valuable feature is the ability to correct maintenance."
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"Service Manager does what it should, but it's quite outdated."
"We can have all our requests and incidents registered in one system."
"Service Manager's best features are flexibility and customizability."
"The initial setup is easy."
"It's pretty well-structured in modules."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Its flexibility and ease of customization are its most valuable features."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Maximo is a big system, so the initial setup is complex."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"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."
"Revision management of file attachments."
"IBM Maximo can improve the financial support and financial application, to make it more similar to an ERP as opposed to an EAM. Overall they can improve the financial processes."
"You can get lost using the application"
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"Service Manager would be improved with access to automation."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"Customization can be difficult at times because scripting is often required."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The product's technical support services need improvement."
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IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. IBM Maximo is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and NetSuite ERP, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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