IBM Maximo vs ManageEngine ServiceDesk Plus comparison

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Executive Summary

We performed a comparison between IBM Maximo and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.

Find out what your peers are saying about IBM, IFS, Oracle and others in Enterprise Asset Management.
To learn more, read our detailed IBM Maximo vs. JD Edwards EnterpriseOne Asset Lifecycle Management Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has.""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 ability to configure and integrate it with other solutions for ERP.""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.​""The most valuable feature is the ability to correct maintenance.""Provides great flexibility."

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"The solution is free for up to five users.""I like how it can be integrated and expanded with other ManageEngine products.""CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.""The most valuable feature of ManageEngine ServiceDesk Plus is ticket management.""The solution overall has been quite stable.""Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.""The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.""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."

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Cons
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning.""It's quite reliable, but new versions often are not too stable. They bring in enhancements but they break other stuff.""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.""Revision management of file attachments.""The initial setup was complex, because it is a complex product.""Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs.""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.""It's not user-friendly. It could use shortcuts for frequently requested services."

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"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later.""The documentation could be improved.""Improvement is needed in the Software Assets Management functionality.""Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.""The UI for the app needs improvement.""As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.""We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy.""I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."

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Pricing and Cost Advice
  • "You pay for what you get. There are lots of options depending on how you would like to implement Maximo."
  • "The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
  • "Where available, concurrent licenses can be more cost efficient and provide more flexibility."
  • "Explore the possibility of using DB2. You will avoid the cost of SQL Server or Oracle licenses."
  • "​Explore internal processes in order to evaluate the correct number of users in each Maximo module, then evaluate the different offers of pricing and licensing.​"
  • "I do not know about the price of the solution. However, this has been an expensive project overall."
  • "IBM Maximo offers a licensing application, and you have to comply with the license."
  • "IBM has changed the licensing policy. As I understand now, they are going from a complex way of licensing to a more simple way of licensing."
  • More IBM Maximo Pricing and Cost Advice →

  • "The prices are attractive. Customer can use a subscription if they do not have enough budget."
  • "The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
  • "For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "It is cheaper than the competitors."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: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.
    Top Answer:Though I liked it a lot, I think it was lagging a lot. It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning. The aforementioned… more »
    Top Answer: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. With IBM Maximo, we… more »
    Top Answer:The strength is its pricing. It is easy to use.
    Top Answer:I would rate the pricing a six out of ten, with ten being expensive. It is above average. But it is neither cheap nor expensive.
    Top Answer:In terms of enhancements, additional features for automatic asset discovery would be beneficial. Perhaps the ability to deploy an agent on the network to discover assets automatically. So, I would… more »
    Ranking
    Views
    2,375
    Comparisons
    1,219
    Reviews
    5
    Average Words per Review
    513
    Rating
    8.0
    4th
    out of 59 in Help Desk Software
    Views
    7,499
    Comparisons
    3,933
    Reviews
    19
    Average Words per Review
    450
    Rating
    7.7
    Comparisons
    Also Known As
    Maximo
    Learn More
    Overview

    IBM Maximo is designed to help organizations effectively manage and maintain their physical assets, such as equipment, facilities, and infrastructure. Maximo provides a comprehensive set of tools and features to optimize asset performance, increase operational efficiency, and reduce maintenance costs. 

    With Maximo, organizations can track asset information, schedule maintenance activities, manage work orders, and generate reports for data-driven decision-making. It enables proactive maintenance planning, streamlines workflows, and improves asset uptime. Maximo is scalable, flexible, and can integrate with other enterprise systems to provide a unified view of asset information. Overall, IBM Maximo is a robust EAM solution that empowers organizations to effectively manage their assets throughout their lifecycle and maximize their value.

     IBM Maximo Features:

    • Asset Management: Maximo enables organizations to effectively manage their assets by providing tools for asset tracking, maintenance scheduling, and condition monitoring. It helps organizations maximize asset uptime and extend their lifespan.
    • Work and Maintenance Management: The software allows users to create and manage work orders, track work progress, schedule maintenance activities, and allocate resources efficiently. It helps streamline maintenance processes and improve productivity.
    • Inventory and Procurement Management: Maximo includes inventory management functionalities that enable organizations to track and manage their inventory levels, monitor stock availability, and streamline procurement processes. It helps optimize inventory usage and reduce costs.
    • Service Management: Maximo facilitates service request management, incident tracking, and service level agreement (SLA) monitoring. It helps organizations deliver quality service to their customers and track service performance.
    • Mobile Access: Maximo offers mobile capabilities, allowing users to access and update asset information, perform inspections, and manage work orders using mobile devices. It improves field workforce productivity and enables real-time data capture.
    • Reporting and Analytics: The software provides robust reporting and analytics features, enabling users to generate custom reports, track key performance indicators (KPIs), and gain insights into asset performance and maintenance activities. It supports data-driven decision-making.
    • Integration Capabilities: Maximo can integrate with other enterprise systems, such as financial systems, enterprise resource planning (ERP) software, and Internet of Things (IoT) platforms, to streamline data exchange and enable a unified view of asset information.
    • Scalability and Flexibility: IBM Maximo is designed to support organizations of various sizes and industries, from small businesses to large enterprises. It offers flexibility to customize workflows, data fields, and business rules to align with specific organizational requirements.

    IBM Maximo Benefits:

    • Improved Asset Performance: Maximize uptime and extend asset lifespan through effective tracking, maintenance scheduling, and condition monitoring.
    • Increased Efficiency: Streamline work orders, resource allocation, and maintenance processes for enhanced operational efficiency and productivity.
    • Cost Reduction: Optimize inventory levels, streamline procurement, and reduce maintenance costs through proactive planning and resource utilization.
    • Enhanced Service Delivery: Effectively manage service requests, track incidents, and monitor SLAs for improved customer satisfaction and service quality.
    • Real-time Insights: Generate custom reports, track KPIs, and gain real-time insights into asset performance and maintenance activities for data-driven decision-making.
    • Mobile Access and Field Productivity: Access and update asset information, perform inspections, and manage work orders using mobile devices, increasing field workforce productivity.
    • Regulatory Compliance and Risk Management: Ensure compliance with regulations and standards, and proactively manage risks through maintenance planning and compliance monitoring.
    • Integration and Scalability: Seamlessly integrate with other systems for a unified view of asset information, and accommodate the needs of organizations of various sizes and industries.

    Reviews from Real Users

    Chris Lok, COO / Developer at MaxLogic, states that IBM Maximo is “A rare enterprise asset management system with good ROI and helpful technical support”

    Klemen Muhvič, Computer System Engineer at Informatika d.d., writes that IBM Maximo's "Most valuable features are the ability to create work orders and preventative maintenance."

    Anil Bhagwatsaran, Application Specialist at Blue Waters, says that "The most valuable features of IBM Maximo are the overall power and interface, and there are a lot of different modules that we use that are helpful. Additionally, it's an integrated solution and it has a lot of capabilities."


    ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

    The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

    With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

    ManageEngine ServiceDesk Plus Features and Benefits

    MSP has a wide variety of features to help you optimize your help desk management:

    • Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.
    • Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.
    • Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.
    • Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.
    • Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.

    • Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.
    • Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.
    • Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.
    • Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 
    • Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.
    • Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

    Reviews from Real Users

    MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

    Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

    Sample Customers
    Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Top Industries
    REVIEWERS
    Energy/Utilities Company21%
    Comms Service Provider21%
    Government14%
    Non Tech Company14%
    VISITORS READING REVIEWS
    Educational Organization32%
    Computer Software Company8%
    Energy/Utilities Company8%
    Government7%
    REVIEWERS
    Healthcare Company10%
    Reseller10%
    Government8%
    Computer Software Company8%
    VISITORS READING REVIEWS
    Educational Organization53%
    Computer Software Company9%
    Financial Services Firm5%
    Comms Service Provider4%
    Company Size
    REVIEWERS
    Small Business54%
    Midsize Enterprise8%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business13%
    Midsize Enterprise42%
    Large Enterprise45%
    REVIEWERS
    Small Business42%
    Midsize Enterprise32%
    Large Enterprise27%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise59%
    Large Enterprise26%
    Buyer's Guide
    IBM Maximo vs. IFS Cloud Platform
    March 2024
    Find out what your peers are saying about IBM Maximo vs. IFS Cloud Platform and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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, NetSuite ERP, JIRA Service Management, ABB Ability Asset Suite EAM and QuickBooks, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and ConnectWise PSA.

    We monitor all Enterprise Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.