We performed a comparison between Freshservice and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution is very responsive with a 97% success rate in funneling customer tickets."
"The overall functionality of the product is excellent."
"There is a nice user interface."
"The solution has been stable."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"The most powerful features are the database and integration with CMDB."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"It is configurable, where you can add extra fields to screens and to the database."
"Preventive maintenance management."
"The most valuable feature is the ability to correct maintenance."
"The ability to configure and integrate it with other solutions for ERP."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"I am not too happy with the page layout or screen layout since it always looks messy."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The analytics could be better."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"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."
"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."
"There are always ways to improve and make things better."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Initial setup is a longer process because Maximo is bigger and has more processes."
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews. Freshservice is rated 8.0, while IBM Maximo is rated 8.0. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and NetSuite ERP.
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