ChangeGear Service Desk vs. IBM Maximo Application Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChangeGear Service Desk
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance and improve IT service delivery. SunView Software is a Serviceaide company (acquired August 2021).
$0
Per Seat per Month
IBM Maximo Application Suite
Score 8.3 out of 10
N/A
IBM Maximo Application Suite is an enterprise asset management (EAM) platform.N/A
Pricing
ChangeGear Service DeskIBM Maximo Application Suite
Editions & Modules
ChangeGear Service Desk
Per Seat per Month
ChangeGear Help Desk
ChangeGear Change Management
ChangeGear Cloud
Per User per Month
No answers on this topic
Offerings
Pricing Offerings
ChangeGear Service DeskIBM Maximo Application Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChangeGear Service DeskIBM Maximo Application Suite
Top Pros
Top Cons
Features
ChangeGear Service DeskIBM Maximo Application Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChangeGear Service Desk
6.4
2 Ratings
24% below category average
IBM Maximo Application Suite
-
Ratings
Organize and prioritize service tickets6.42 Ratings00 Ratings
Expert directory5.01 Ratings00 Ratings
Service restoration6.01 Ratings00 Ratings
Self-service tools5.02 Ratings00 Ratings
Subscription-based notifications6.92 Ratings00 Ratings
ITSM collaboration and documentation7.42 Ratings00 Ratings
ITSM reports and dashboards7.92 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ChangeGear Service Desk
7.5
2 Ratings
9% below category average
IBM Maximo Application Suite
-
Ratings
Configuration mangement7.42 Ratings00 Ratings
Asset management dashboard7.01 Ratings00 Ratings
Policy and contract enforcement8.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ChangeGear Service Desk
7.3
2 Ratings
13% below category average
IBM Maximo Application Suite
-
Ratings
Change requests repository8.52 Ratings00 Ratings
Change calendar6.92 Ratings00 Ratings
Service-level management6.52 Ratings00 Ratings
Best Alternatives
ChangeGear Service DeskIBM 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
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
Qualys TruRisk Platform
Qualys TruRisk Platform
Score 8.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChangeGear Service DeskIBM Maximo Application Suite
Likelihood to Recommend
9.0
(2 ratings)
8.0
(39 ratings)
Likelihood to Renew
-
(0 ratings)
7.6
(4 ratings)
Usability
8.0
(1 ratings)
7.3
(2 ratings)
Support Rating
-
(0 ratings)
7.1
(3 ratings)
Implementation Rating
-
(0 ratings)
7.3
(1 ratings)
User Testimonials
ChangeGear Service DeskIBM Maximo Application Suite
Likelihood to Recommend
Serviceaide
1. What kind of service-levels are you looking to establish? 2. Are there other programs you are going to be using for other aspects of 'the job?' 3. How many employees are going to be needing access to ChangeGear? 4. Do you want a highly configurable product or something that will come out of the box pre-set? 5. Are you looking to keep track of equipment deployed to the customers you support?
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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
Serviceaide
  • Change Control
  • Ease of Use
  • Simplicity
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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
Serviceaide
  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
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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
Serviceaide
No answers on this topic
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
Serviceaide
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
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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
Serviceaide
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
Serviceaide
Simpler and easier to implement.
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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
Serviceaide
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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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

ChangeGear Service Desk Screenshots

Screenshot of Dashboard - DarkScreenshot of Workspace - Staff daily work spaceScreenshot of Service Catalog - End User ViewScreenshot of Incident grid sorted

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.