IBM Maximo vs ServiceNow IT Service Management

• 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.

Read full review

• 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.

Read full review

• 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.

Read full review

• 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!

Read full review

• 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.

Read full review

• 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.

Read full review