Freshservice vs. IBM Maximo Application Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.6 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
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
FreshserviceIBM Maximo Application Suite
Editions & Modules
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
No answers on this topic
Offerings
Pricing Offerings
FreshserviceIBM Maximo Application Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscount available for annual billing.
More Pricing Information
Community Pulse
FreshserviceIBM Maximo Application Suite
Features
FreshserviceIBM Maximo Application Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
158 Ratings
0% above category average
IBM Maximo Application Suite
-
Ratings
Organize and prioritize service tickets9.1158 Ratings00 Ratings
Expert directory8.3110 Ratings00 Ratings
Service restoration8.198 Ratings00 Ratings
Self-service tools8.2140 Ratings00 Ratings
Subscription-based notifications7.9115 Ratings00 Ratings
ITSM collaboration and documentation7.8131 Ratings00 Ratings
ITSM reports and dashboards8.1137 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.5
126 Ratings
9% below category average
IBM Maximo Application Suite
-
Ratings
Configuration mangement7.4118 Ratings00 Ratings
Asset management dashboard7.6123 Ratings00 Ratings
Policy and contract enforcement7.688 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.0
123 Ratings
6% below category average
IBM Maximo Application Suite
-
Ratings
Change requests repository7.8116 Ratings00 Ratings
Change calendar7.998 Ratings00 Ratings
Service-level management8.3114 Ratings00 Ratings
Best Alternatives
FreshserviceIBM Maximo Application Suite
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10

No answers on this topic

Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
IFS Applications
IFS Applications
Score 7.6 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
IFS Applications
IFS Applications
Score 7.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceIBM Maximo Application Suite
Likelihood to Recommend
8.6
(158 ratings)
7.7
(51 ratings)
Likelihood to Renew
8.5
(10 ratings)
8.1
(6 ratings)
Usability
9.5
(14 ratings)
7.6
(5 ratings)
Availability
9.0
(5 ratings)
-
(0 ratings)
Performance
7.8
(6 ratings)
-
(0 ratings)
Support Rating
8.2
(122 ratings)
6.9
(4 ratings)
In-Person Training
7.3
(1 ratings)
-
(0 ratings)
Online Training
7.2
(3 ratings)
-
(0 ratings)
Implementation Rating
9.1
(9 ratings)
7.3
(3 ratings)
Configurability
8.0
(5 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(3 ratings)
-
(0 ratings)
Ease of integration
6.6
(7 ratings)
-
(0 ratings)
Product Scalability
8.1
(6 ratings)
-
(0 ratings)
Professional Services
8.6
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.3
(4 ratings)
-
(0 ratings)
Vendor pre-sale
7.1
(5 ratings)
-
(0 ratings)
User Testimonials
FreshserviceIBM Maximo Application Suite
Likelihood to Recommend
Freshworks Inc
The constant level of improvement is well suited for organizations that are on a similar path. There is great support from account managers, technical resources, documentation and other programs. The UI is intuitive, the system is easy to learn and navigate.
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IBM
I would recommend Maximo to organizations with the patience and budget for long-term returns. It is not an easy platform to learn at first, but if you invest the time, it pays you back tenfold. It is not for people looking for a simple solution; this is a tool built for serious asset management.
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Pros
Freshworks Inc
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
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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
Freshworks Inc
  • Workflow management is hard to troubleshoot
  • Some default fields can't be changed
  • FAQ has no history
  • Work flow management can't be managed via API or a command line
  • Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
  • Automatic backup of assets and FAQ is not possible
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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
Freshworks Inc
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
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IBM
IBM Maximo Application Suite has provided a solution to our desire to consolidate the multiple applications serving the layers of the Procurement process we has been accustomed to using. By consolidating applications, licensing and software costs are reduced, and the overall headcount to support the various applications was able to be minimized.
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Usability
Freshworks Inc
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
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IBM
The IBM Maximo Application Suite is well known for inventory management solutions. This solution is in use by many corporations but mostly I have seen its use in Ports, defense and aerospace industries. Some of the benefits are 1. asset tracking is amazing 2. Maintenance cost is less 3. Reduced inspection costs 4. Less downtime 5. It allows customization 6 Simplify data management 7. Highly adaptable
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Reliability and Availability
Freshworks Inc
Downtime is minimal (it does happen but not often)
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IBM
No answers on this topic
Performance
Freshworks Inc
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
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IBM
No answers on this topic
Support Rating
Freshworks Inc
The support experience has been a bit hit and miss. While it's always quick to get in touch with someone, when it comes to more complex issues, like one we encountered, Freshservice was unable to provide a solution despite the extensive troubleshooting we did on our end. Additionally, the AI chatbot has occasionally provided incorrect answers. However, for simpler queries, the support has been excellent and responsive.
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IBM
Support is good (since we are business partner and do have direct contact with product development). For customers it might be sometime difficult to address real bugs ("work as designed syndrome") and/or additions, improvements or ideas. Creating them is quite easy, but track them in terms of follow-up can be done better.
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In-Person Training
Freshworks Inc
Training was enough to use the base website
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IBM
No answers on this topic
Online Training
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
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IBM
No answers on this topic
Implementation Rating
Freshworks Inc
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
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IBM
Implementation of IBM MAS as a service provider has been easy. The functionality in the OEM space has been the best of its class with all related modules and application subject to maintenance
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Alternatives Considered
Freshworks Inc
Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.
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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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Contract Terms and Pricing Model
Freshworks Inc
Was not able to update us proactively about our renewal causing lost of access
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IBM
No answers on this topic
Scalability
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
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IBM
No answers on this topic
Professional Services
Freshworks Inc
We did not have professional services.
Read full review
IBM
No answers on this topic
Return on Investment
Freshworks Inc
  • We had no ticketing system at all so we had no idea of the workload, we now do
  • We have been able to go from nothing to seeing workload to identifying areas for improvement by having the metrics
  • We have lowered MTTR every month since turning on fresh service
  • We have increased 1st all resolution every month
  • We have been able to start talking about real SLA's with the business
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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
Read full review
ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management

IBM Maximo Application Suite Screenshots

Screenshot of where during a collaborative session, an expert technician can create notes to annotate the streaming video feed. These are viewed by the requesting technician through an AR experience during the session.Screenshot of an example work order containing relevant details about the location, asset, and tasks to be done. The technician can conduct inspections, make meter readings, and review historical information.Screenshot of a single view that lets the user understand past, present, and predicted asset performance, know when the asset is going to fail, and take action to reduce risk and minimize costs.Screenshot of where operators can see everything they need to know about their assets at every level across an organization and alerts draw their attention to problems right away.Screenshot of the tool used to label defects, then use labeled images to train deep learning vision models to spot defects in the field.