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IBM Maximo vs ManageEngine ServiceDesk Plus comparison

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Featured Review
Find out what your peers are saying about IBM Maximo vs. ManageEngine ServiceDesk Plus and other solutions. Updated: January 2022.
566,121 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"They have a real strength of tracking the asset itself along with the condition of the asset, the maintenance of the asset and who has access to the asset, etc.""IBM Maximo is the best software for assets management.""We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes.""The most valuable features are the ability to create work orders and preventative maintenance.""We are very thankful to have IBM integrated with our own Legacy cloud-based system""The incident management feature is good because it allows you to keep track of and classify issues.""There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has.""I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."

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"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.""Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.""I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.""The product is extremely user-friendly. It is easy to build the workflows and electronic forms.""Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.""The solution offers a lot of opportunities for integrations.""I like the catalog features and workflow. I also like the knowledge space.""Overall this is an easy and convenient solution to use."

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Cons
"Initial setup is a longer process because Maximo is bigger and has more processes.""There are always ways to improve and make things better.""You can get lost using the application""Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards.""The interface is not very easy or user-friendly and is in need of improvement.""Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented.""IBM is a big company and they have a lot of products. Level One, the first level of tech support, is the one that is used to stop the tsunami. For everyone, it's always work to get past that.""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."

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"The solution, overall, is expensive.""The self-service feature for end users and the knowledge base need to be improved.""I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.""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.""The documentation could be improved.""I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.""There's no native integrations between the systems.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."

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Pricing and Cost Advice
  • "I do not know about the price of the solution. However, this has been an expensive project overall."
  • "IBM Maximo offers a licensing application, and you have to comply with the license."
  • "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."
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  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "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."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "It is cheaper than the competitors."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    The most valuable feature is asset management maintenance as well as asset management overall.
    Top Answer: 
    Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented.
    Top Answer: 
    I use IBM Maximo for work and asset management.
    Top Answer: 
    Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.
    Top Answer: 
    As compared to a lot of systems out there, it is more affordable.
    Top Answer: 
    The additional feature I'd like to see in the next release is related to self-service on the user side. I have this new environment of users at home and making them independent would be a good point… more »
    Ranking
    Views
    4,696
    Comparisons
    3,582
    Reviews
    5
    Average Words per Review
    549
    Rating
    6.8
    3rd
    out of 55 in Help Desk Software
    Views
    6,452
    Comparisons
    4,962
    Reviews
    12
    Average Words per Review
    442
    Rating
    8.1
    Comparisons
    Also Known As
    Maximo
    Learn More
    Overview
    Organizations of all sizes reduce equipment downtime, closely control and track maintenance expenses, cut spare parts inventories.

    ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

    It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

    Features

    ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

    Incident management: Gain control of your help desk

    With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

    Problem management: Go beyond firefighting

    Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

    Change management: Manage changes with precision

    Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

    Asset management: Track and manage assets with ease

    Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

    IT project management: Deliver IT projects on time

    You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

    Purchases and contracts management: Track IT purchases and contracts

    Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

    Self service portal: Deflect tickets from your service desk

    Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

    Service catalog: Showcase your IT services

    Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

    CMDB: Get the bigger picture

    ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

    Service level agreement: Ensure timely service delivery

    Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

    Reports: Derive decisions with the right data

    Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

    Extensions and integrations: Collaborate easily with other IT systems

    Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

    Offer
    Learn more about IBM Maximo
    Learn more about ManageEngine ServiceDesk Plus
    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
    Top Industries
    REVIEWERS
    Comms Service Provider20%
    Government20%
    Energy/Utilities Company10%
    Engineering Company10%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Comms Service Provider17%
    Government9%
    Energy/Utilities Company8%
    REVIEWERS
    Reseller16%
    Government12%
    Computer Software Company12%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider24%
    Government7%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business47%
    Midsize Enterprise11%
    Large Enterprise42%
    REVIEWERS
    Small Business35%
    Midsize Enterprise35%
    Large Enterprise29%
    Find out what your peers are saying about IBM Maximo vs. ManageEngine ServiceDesk Plus and other solutions. Updated: January 2022.
    566,121 professionals have used our research since 2012.

    IBM Maximo is ranked 2nd in Enterprise Asset Management with 10 reviews while ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 16 reviews. IBM Maximo is rated 7.8, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of IBM Maximo writes "A rare enterprise asset management system with good ROI and helpful technical support". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes "User-friendly interface with workflow builder, configuration management, and knowledge base functions". IBM Maximo is most compared with ServiceNow, Oracle Enterprise Asset Management, JIRA Service Management, ABB Ability Asset Suite EAM and Coupa Invoice, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, SCSM, Zoho Desk and Zendesk Guide.

    We monitor all Enterprise Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.