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."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."
"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."
"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."
"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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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.
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