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IBM Maximo vs OpenText Service Manager [EOL] 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)
OpenText Service Manager [EOL]
Average Rating
7.2
Reviews Sentiment
7.0
Number of Reviews
48
Ranking in other categories
No ranking in other categories
 

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.
Farah Ben Ahmed - PeerSpot reviewer
Is easy to set up, but customization needs improvement
Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

Quotes from Members

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

Pros

"The ability to configure and integrate it with other solutions for ERP."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"The most valuable feature is asset management maintenance as well as asset management overall."
"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."
"Has a powerful audit combination that helps achieve high accuracy."
"​Maximo is very stable. We really do not have problem with stability.​"
"The most powerful features are the database and integration with CMDB."
"Reliable, very configurable, and it's all integrated in the same database."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"We can have all our requests and incidents registered in one system."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Service Manager's best features are flexibility and customizability."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The solution is simple to set up."
 

Cons

"The initial setup was complex, because it is a complex product."
"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."
"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."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"Coding can be complex when customization is required."
"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.​"
"On a scale of one to ten, where ten is easy and one is difficult, I rate the setup process a two since it is very complicated."
"Their end-user interface and technical support features could be improved."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The interface could be better."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
 

Pricing and Cost Advice

"The price of IBM Maximo could reduce, it is expensive."
"You pay for what you get. There are lots of options depending on how you would like to implement Maximo."
"IBM Maximo offers a licensing application, and you have to comply with the license."
"​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.​"
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"On a scale from one to ten, where one is low and ten is high, I rate the pricing a nine. The price is very high."
"The license is not cheap."
"HP Service Manager has moderate pricing."
"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Energy/Utilities Company
11%
Government
10%
Educational Organization
9%
Computer Software Company
21%
Manufacturing Company
20%
Financial Services Firm
14%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
Earn 20 points
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
 

Comparisons

 

Also Known As

Maximo
Micro Focus Service Manager, HPE ITSM, HPE Service Manager
 

Overview

 

Sample Customers

Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast
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