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IBM Maximo vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

IBM Maximo
Average Rating
8.0
Number of Reviews
23
Ranking in other categories
Enterprise Asset Management (EAM) (1st), Billing Software (4th)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
68
Ranking in other categories
Help Desk Software (3rd), IT Service Management (ITSM) (4th)
 

Mindshare comparison

IBM Maximo and ManageEngine ServiceDesk Plus aren’t in the same category and serve different purposes. IBM Maximo is designed for Enterprise Asset Management (EAM) and holds a mindshare of 25.7%, down 27.0% compared to last year.
ManageEngine ServiceDesk Plus, on the other hand, focuses on Help Desk Software, holds 6.7% mindshare, down 7.5% since last year.
Enterprise Asset Management (EAM)
Help Desk Software
 

Featured Reviews

Jose Pedro Muñoz - PeerSpot reviewer
A very strong and powerful tool in the market preferred by a variety of industries
I rate the technical support a seven out of ten. Three levels of support in IBM. The first one is a fixed level, while levels two and three are very good. Here, level one is not very good, as it takes time to go from level one to level two and from level two to level three. So, level one is of low capacity.
Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"Work order management and scalability enables the businesses' needs to be met."
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"IBM Maximo is the best software for assets management."
"The most powerful features are the database and integration with CMDB."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"Reliable, very configurable, and it's all integrated in the same database."
"It is configurable, where you can add extra fields to screens and to the database."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"There's no problem with the software."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"It is excellent from the service management perspective."
"I rate the solution a ten out of ten for scalability."
"We have not faced any stability issues or challenges with this tool."
 

Cons

"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"It's not user-friendly. It could use shortcuts for frequently requested services."
"The mobile solution has a lot of room for improvement, especially in geopositioning capabilities, tracking capabilities, and configuration capabilities, in order to let the tech operate online and offline.​"
"I feel that the interface is a little too complicated with a large number of fields to enter."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"Vendor management needs enhancement."
"IBM Maximo can improve the financial support and financial application, to make it more similar to an ERP as opposed to an EAM. Overall they can improve the financial processes."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"Lacks some flexibility in the configuration of workflows."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The self-service feature for end users and the knowledge base need to be improved."
 

Pricing and Cost Advice

"Explore the possibility of using DB2. You will avoid the cost of SQL Server or Oracle licenses."
"You pay for what you get. There are lots of options depending on how you would like to implement Maximo."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"IBM has changed the licensing policy. As I understand now, they are going from a complex way of licensing to a more simple way of licensing."
"$USD700 per agent user."
"​Explore internal processes in order to evaluate the correct number of users in each Maximo module, then evaluate the different offers of pricing and licensing.​"
"I do not know about the price of the solution. However, this has been an expensive project overall."
"The price of IBM Maximo could reduce, it is expensive."
"The price of the solution is low. However, it still could be less expensive."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
"It is cheaper than its competitors."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"It is above average. But it is neither cheap nor expensive."
"It is not an expensive solution."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
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Top Industries

By visitors reading reviews
Manufacturing Company
12%
Energy/Utilities Company
11%
Government
11%
Computer Software Company
8%
Educational Organization
22%
Computer Software Company
16%
Financial Services Firm
8%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications. We require integration at the telecom level so that when...
 

Also Known As

Maximo
No data available
 

Overview

 

Sample Customers

Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about IBM, IFS, Infor and others in Enterprise Asset Management (EAM). Updated: June 2025.
860,632 professionals have used our research since 2012.