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IBM Maximo vs SolarWinds Web Help Desk 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)
SolarWinds Web Help Desk
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
Help Desk Software (16th)
 

Mindshare comparison

IBM Maximo and SolarWinds Web Help Desk 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.
SolarWinds Web Help Desk, on the other hand, focuses on Help Desk Software, holds 1.4% mindshare, up 0.9% 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.
Shadi Shaar - PeerSpot reviewer
Supports case and incident reporting with responsive support
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

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."
"Provides great flexibility."
"The most valuable feature is the ability to correct maintenance."
"Has a powerful audit combination that helps achieve high accuracy."
"It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"Work order management and scalability enables the businesses' needs to be met."
"The most powerful features are the database and integration with CMDB."
"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It is easy to use."
"SolarWinds is scalable as far as adding devices and servers."
"Once installed, it runs like a charm and doesn't ever crash."
 

Cons

"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.​"
"There are always ways to improve and make things better."
"It's quite reliable, but new versions often are not too stable. They bring in enhancements but they break other stuff."
"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."
"The initial setup was complex, because it is a complex product."
"Coding can be complex when customization is required."
"​Maximo is a big system, so the initial setup is complex."
"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."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"This solution needs to have mobile application support added."
"A little outdated compared to newer products that include protection and detection."
"It would be good if there were training and tutorial videos on the Web Help Desk."
 

Pricing and Cost Advice

"$USD700 per agent user."
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
"​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."
"IBM Maximo offers a licensing application, and you have to comply with the license."
"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."
"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."
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Energy/Utilities Company
11%
Government
10%
Educational Organization
9%
Educational Organization
41%
Retailer
7%
Computer Software Company
6%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Ask a question
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What needs improvement with SolarWinds Web Help Desk?
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management ...
What is your primary use case for SolarWinds Web Help Desk?
SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...
What advice do you have for others considering SolarWinds Web Help Desk?
SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...
 

Also Known As

Maximo
No data available
 

Overview

 

Sample Customers

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