What users are saying about
45 Ratings
45 Ratings
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Score 6.8 out of 100
Top Rated
387 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

IBM Maximo

IBM Maximo is highly flexible, being able to suit the needs of most of the business that relies on any sort of asset to operate accordingly. Out of the box, Maximo is better suited for companies with large inventories in multiple sites looking for a centralized tracking solution for all of its assets. But, with the proper customization and implementation, it is able to suit small business looking for an efficient solution to track it's inventory as well.
Pedro Henrique de Almeida | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow [IT Service Management] is well suited for situations where you want a quick, responsive, and one-stop platform that can be accessed by support engineers and they can work on the fixes with specified SLAs. Also, they can interact with the dashboard and update the info so that easy management of incidents and requests can be done.
Panav Beri | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

IBM Maximo
ServiceNow IT Service Management
8.1
Organize and prioritize service tickets
IBM Maximo
ServiceNow IT Service Management
8.5
Expert directory
IBM Maximo
ServiceNow IT Service Management
7.7
Service restoration
IBM Maximo
ServiceNow IT Service Management
7.5
Self-service tools
IBM Maximo
ServiceNow IT Service Management
7.8
Subscription-based notifications
IBM Maximo
ServiceNow IT Service Management
8.3
ITSM collaboration and documentation
IBM Maximo
ServiceNow IT Service Management
8.3
ITSM reports and dashboards
IBM Maximo
ServiceNow IT Service Management
8.3

ITSM asset management

IBM Maximo
ServiceNow IT Service Management
7.6
Configuration mangement
IBM Maximo
ServiceNow IT Service Management
7.9
Asset management dashboard
IBM Maximo
ServiceNow IT Service Management
7.7
Policy and contract enforcement
IBM Maximo
ServiceNow IT Service Management
7.3

Change management

IBM Maximo
ServiceNow IT Service Management
8.3
Change requests repository
IBM Maximo
ServiceNow IT Service Management
8.5
Change calendar
IBM Maximo
ServiceNow IT Service Management
8.3
Service-level management
IBM Maximo
ServiceNow IT Service Management
8.3

Pros

IBM Maximo

  • We like Maximo because it is highly configurable. We have faced challenges in the past where a lot of customizations have been done. This has resulted in a lot of pain when going for upgrades.
  • The recent development in the Asset Performance management area and having the capability to analyze the data has got us really excited and we are looking forward to more advanced capabilities in Maximo 7.6.
  • We have also enjoyed the capabilities it has provided in the operator log and managing our asset master data.
Vinay Pushkarna, B.Eng, MBA | TrustRadius Reviewer

ServiceNow IT Service Management

  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

IBM Maximo

  • 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.
Pedro Henrique de Almeida | TrustRadius Reviewer

ServiceNow IT Service Management

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

IBM Maximo

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Anonymous | TrustRadius Reviewer

Usability

IBM Maximo

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

IBM Maximo

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

IBM Maximo

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

IBM Maximo

IBM Maximo 8.0
Based on 2 answers
User friendly. No additional training is required for new users. Easy to use. Ticket creation is very simple.
Md Equbal | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 8.2
Based on 40 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

IBM Maximo

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Anonymous | TrustRadius Reviewer

Implementation Rating

IBM Maximo

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

Alternatives Considered

IBM Maximo

We were using an old software called MPX that had a lot of problems. We wanted to change it and move to a solution that would help us improve. The most used software for asset management in the market was IBM Maximo, so we didn't hesitate to adopt it. We have no regrets.
Gonzalo Segarra | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

Scalability

IBM Maximo

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

IBM Maximo

  • Maximo has been a bit of challenge to deploy but we know that in the long term integrated asset management will be key to our success.
  • We do have a good return on investment when it comes to managing inventory in Maximo.
  • We feel that IBM has not done a good job of providing big picture thinking on how we can take strategy across the asset life cycle and execute that in a single system, i.e. Maximo.
Vinay Pushkarna, B.Eng, MBA | TrustRadius Reviewer

ServiceNow IT Service Management

  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Pricing Details

IBM Maximo

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

IBM Maximo Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

IBM Maximo
6.5
ServiceNow IT Service Management
7.9

Likelihood to Renew

IBM Maximo
ServiceNow IT Service Management
10.0

Usability

IBM Maximo
ServiceNow IT Service Management
6.5

Reliability and Availability

IBM Maximo
ServiceNow IT Service Management
10.0

Performance

IBM Maximo
ServiceNow IT Service Management
9.0

Support Rating

IBM Maximo
8.0
ServiceNow IT Service Management
8.2

Online Training

IBM Maximo
ServiceNow IT Service Management
1.0

Implementation Rating

IBM Maximo
ServiceNow IT Service Management
10.0

Scalability

IBM Maximo
ServiceNow IT Service Management
10.0

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