"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"Reliable, very configurable, and it's all integrated in the same database."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"The most valuable feature is the ability to correct maintenance."
"The incident management feature is good because it allows you to keep track of and classify issues."
"Maximo is very stable. We really do not have problem with stability."
"It is configurable, where you can add extra fields to screens and to the database."
"The most valuable features are the ability to create work orders and preventative maintenance."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"This solution has provided a way to manage request tracking and resolution."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The most valuable feature is its ease of use."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"Maximo is a big system, so the initial setup is complex."
"IBM is a big company and they have a lot of products. Level One, the first level of tech support, is the one that is used to stop the tsunami. For everyone, it's always work to get past that."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"The initial setup was complex, because it is a complex product."
"You can get lost using the application"
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"Offers very limited customizations."
"I think asset management took a hit recently."
"The UI for the app needs improvement."
"The self-service feature for end users and the knowledge base need to be improved."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
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IBM Maximo is ranked 1st in Enterprise Asset Management with 23 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. IBM Maximo is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM and IFS Cloud Platform, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk.
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