CA Service Management, with CA Service Desk Manager vs. IBM Maximo Application Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CA Service Management
Score 7.5 out of 10
N/A
CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the 2018 acquisition.N/A
IBM Maximo Application Suite
Score 8.2 out of 10
N/A
IBM Maximo Application Suite is an enterprise asset management (EAM) platform.N/A
Pricing
CA Service Management, with CA Service Desk ManagerIBM Maximo Application Suite
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CA Service ManagementIBM Maximo Application Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
CA Service Management, with CA Service Desk ManagerIBM Maximo Application Suite
Top Pros
Top Cons
Features
CA Service Management, with CA Service Desk ManagerIBM Maximo Application Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
CA Service Management, with CA Service Desk Manager
8.6
6 Ratings
5% above category average
IBM Maximo Application Suite
-
Ratings
Organize and prioritize service tickets9.76 Ratings00 Ratings
Expert directory8.75 Ratings00 Ratings
Service restoration8.46 Ratings00 Ratings
Self-service tools8.66 Ratings00 Ratings
Subscription-based notifications7.96 Ratings00 Ratings
ITSM collaboration and documentation9.76 Ratings00 Ratings
ITSM reports and dashboards7.55 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
CA Service Management, with CA Service Desk Manager
9.2
6 Ratings
11% above category average
IBM Maximo Application Suite
-
Ratings
Configuration mangement9.76 Ratings00 Ratings
Asset management dashboard10.03 Ratings00 Ratings
Policy and contract enforcement8.03 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
CA Service Management, with CA Service Desk Manager
9.1
6 Ratings
8% above category average
IBM Maximo Application Suite
-
Ratings
Change requests repository9.06 Ratings00 Ratings
Change calendar8.64 Ratings00 Ratings
Service-level management9.55 Ratings00 Ratings
Best Alternatives
CA Service Management, with CA Service Desk ManagerIBM Maximo Application Suite
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10

No answers on this topic

Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Qualys TruRisk Platform
Qualys TruRisk Platform
Score 8.3 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Qualys TruRisk Platform
Qualys TruRisk Platform
Score 8.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CA Service Management, with CA Service Desk ManagerIBM Maximo Application Suite
Likelihood to Recommend
9.0
(12 ratings)
8.0
(42 ratings)
Likelihood to Renew
4.1
(6 ratings)
7.6
(4 ratings)
Usability
-
(0 ratings)
7.3
(2 ratings)
Support Rating
-
(0 ratings)
7.1
(3 ratings)
Implementation Rating
-
(0 ratings)
7.3
(1 ratings)
User Testimonials
CA Service Management, with CA Service Desk ManagerIBM Maximo Application Suite
Likelihood to Recommend
Broadcom
It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
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IBM
IBM Maximo Application Suite is well suited for organizations looking for an application to track their end-to-end procurement and supply chain process. It can also be used for billing services, but that would mainly be for services provided as part of a work order, not voluminous customer billing. IBM Maximo Application Suite allows us to have one application where someone from procurement can input contracts and details, someone from any various department can create a requisition and superiors can use automated workflow to approve a purchase order, and someone at an operations location can receive and store materials. Subsequently, someone in the field can submit their hours and material used and it be approved via automated workflow for an invoice to be created. Payment functionality is possible, but we did not implement this aspect of IBM Maximo Application Suite. To note, throughout the process, interfacing can be set up to send transactions to your general ledger. As far as interfacing, IBM Maximo Application Suite also offers tools and configuration to set up endpoints. We have been able to set up REST APIs and request/responses without heavy involvement from developers. This is a nice bonus if integrating with multiple applications.
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Pros
Broadcom
  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
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IBM
  • Delivers Out-of-Box solutions for various industries without the need for customization and configuration
  • Modules and Applications are well developed and linked in an orderly way, with proper documentation and help guides that allow end users to start using the system with ease
  • Powerful Work Management, Contracts, Inventory, and Purchasing applications and features that are a better match to other ERP applications today
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Cons
Broadcom
  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
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IBM
  • Hard to implement. A high number of resources and manpower is necessary to implement and upgrade IBM Maximo due to its robustness and number of functionalities.
  • Version fragmentation. Due to the challenge imposed by a version upgrade, it is common to find systems relying on legacy versions of Maximo which might become a challenge for the support team.
  • Unfriendly UI. The excess of functionalities and services available might become a challenge for a starting user. Although it is possible to customize the UI to fit the exact needs of each user, it is important to map exactly what each user needs.
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Likelihood to Renew
Broadcom
While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
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IBM
The versatility, strength, and value that IBM Maximo adds to our company's asset management procedures. The platform has greatly increased operational efficiency and asset performance by streamlining jobs, automating procedures, and offering customizable solutions. Furthermore, IBM's constant assistance and updates have been crucial in meeting changing company requirements. Though there's always potential for improvement.
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Usability
Broadcom
No answers on this topic
IBM
The gui screens in IBM Maximo Application Suite are not overly cluttered with options to click and navigate to new areas. That is, the display is more of a layout of fields that the user can either input data or just interpret what is on the screen. For those in IT, there is even a feature (press Alt+F1) that will show you the exact table and column of any field selected.
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Support Rating
Broadcom
No answers on this topic
IBM
I have regularly contacted IBM Support to report issues and raise requests for issues we face during project implementations. The response from them has overall been good and to the point, and they get back to us within a day or 2 and guide us through the process of fixing it or providing an interim fix of the product
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Alternatives Considered
Broadcom
We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
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IBM
As a computerized maintenance management system i do not have experience of any other system. The only experience I have is for Maximo and it works excellent for me. I am using many modules available in Maximo and all of these modules are almost fulfilling all of my business needs.
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Return on Investment
Broadcom
  • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
  • CA Mobile app has provided agility and collaboration among IT Users and Customers.
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IBM
  • Need multiple IT developers and DBA's to run the software at an enterprise level.
  • We use it for logging and taking repair work orders, handling of parts orders, and fulfillment and job scheduling.
  • The desktop version is very easy to use
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ScreenShots

IBM Maximo Application Suite Screenshots

Screenshot of Reliability Strategies, and its supporting content library. IBM Maximo Application Suite integrates computerized maintenance management system (CMMS), enterprise asset management (EAM), asset performance management (APM) and now RCM in one single platform, accelerated by a failure mode and effects analysis (FMEA) and job plan library.Screenshot of where the appropriate ITSM information is gathered in one place, so that service teams will have a better ticketing system, an improved IT service delivery and a more responsive incident management system, as well as a better configuration management.