# IBM Maximo IT vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in **ticket routing automation** , with users praising its deep integration with the CMDB. This feature centralizes all active incidents into a single interface, making it easier to monitor complex user requests and manage them efficiently.
- **Users say** that IBM Maximo IT stands out for its **versatility** in managing a multivendor multicloud environment. Reviewers appreciate its ability to provide a centralized space for managing services and software, which simplifies the user experience significantly.
- **According to verified reviews** , ServiceNow IT Service Management offers a highly customizable platform that allows users to design their own dashboards based on SLA and OLA standards. This flexibility is a major advantage for organizations looking to tailor their IT operations.
- **Reviewers mention** that while IBM Maximo IT has strong asset management capabilities, it sometimes struggles with user experience compared to ServiceNow. Users have noted that the ease of use is slightly lower, which can impact day-to-day operations.
- **G2 reviewers highlight** that ServiceNow IT Service Management has a robust support system, scoring higher in quality of support compared to IBM Maximo IT. This is crucial for organizations that rely on timely assistance for their IT service management needs.
- **Users report** that IBM Maximo IT provides excellent features for **knowledge base integration** and ticket notifications, which are rated highly. However, the overall user satisfaction and recent review activity suggest that ServiceNow is currently the preferred choice for many enterprises.



| | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 17 | 1,900 | 
| **Largest Market Segment** | Mid-Market (43.8% of reviews) | Enterprise (73.2% of reviews) | 
| **Entry Level Price** | $315.00 | No pricing available | 

---
## Top Pros & Cons

### IBM Maximo IT

**Not enough data**

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.8 (14 reviews) | 8.9 (918 reviews) | 
  | **Ease of Use** | 8.3 (15 reviews) | 8.5 (1381 reviews) | 
  | **Ease of Setup** | 7.8 (6 reviews) | 8.2 (765 reviews) | 
  | **Ease of Admin** | Not enough data | 8.6 (335 reviews) | 
  | **Quality of Support** | 8.5 (12 reviews) | 8.6 (1001 reviews) | 
  | **Has the product been a good partner in doing business?** | Not enough data | 8.9 (330 reviews) | 
  | **Product Direction (% positive)** | 9.2 (14 reviews) | 8.9 (916 reviews) | 

---
## Pricing

### IBM Maximo IT

#### Entry-Level Pricing

Plan: Concurrent users 

Price: $315.00

Description: Starting at 315.00 per month per Concurrent user

Key Features:
- Full-featured service management solution

[Browse all 4 editions](https://www.g2.com/products/ibm-maximo-it/pricing)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **IBM Maximo IT** | 9.0/10 | 10 |
| **ServiceNow IT Service Management** | 8.5/10 | 677 |

#### Administration

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.7 (9 reviews) | 9.2 (331 reviews) ✓ Verified | 
| **Asset Management** | 9.6 (9 reviews) | 8.8 (257 reviews) ✓ Verified | 
| **Reports & Analytics** | 9.0 (8 reviews) | 8.8 (323 reviews) ✓ Verified | 

#### Service Desk

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.1 (9 reviews) | 9.4 (403 reviews) ✓ Verified | 
| **Incident Reports** | 9.1 (9 reviews) | 9.3 (324 reviews) ✓ Verified | 
| **Process Workflow** | 9.1 (9 reviews) | 9.1 (373 reviews) ✓ Verified | 

#### Management

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 9.0 (8 reviews) | 8.9 (323 reviews) ✓ Verified | 
| **Administration Console** | 9.0 (8 reviews) | 8.7 (244 reviews) ✓ Verified | 
| **Access Management** | 8.8 (8 reviews) | 8.7 (241 reviews) ✓ Verified | 
| **Asset Management** | 9.4 (8 reviews) | 8.9 (240 reviews) ✓ Verified | 
| **Policy Dictation** | 8.6 (7 reviews) | 8.4 (221 reviews) | 

#### Functionality

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.2 (8 reviews) | 9.5 (416 reviews) ✓ Verified | 
| **Performance Logging** | 9.0 (8 reviews) | 8.7 (229 reviews) | 
| **Alerting** | 9.2 (8 reviews) | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | 8.5 (8 reviews) | 9.0 (345 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (139 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **IBM Maximo IT** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 310 |

#### Monitoring

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (239 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (252 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (235 reviews) ✓ Verified | 

#### Generative AI

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (107 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.8 (29 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **IBM Maximo IT** | 9.3/10 | 8 |
| **ServiceNow IT Service Management** | 8.5/10 | 405 |

#### Incident Management

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.4 (6 reviews) | 9.0 (330 reviews) | 
| **Ticket Prioritization** | 8.9 (6 reviews) | 9.0 (325 reviews) | 
| **Ticket Notifications** | 8.9 (6 reviews) | 9.1 (331 reviews) | 
| **Knowledge Base** | 9.7 (6 reviews) | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | 9.7 (6 reviews) | 8.8 (304 reviews) | 

#### Reporting

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 9.2 (6 reviews) | 8.8 (327 reviews) | 
| **Time Tracking** | 9.4 (6 reviews) | 8.8 (290 reviews) | 
| **Surveys** | 9.4 (6 reviews) | 8.5 (179 reviews) | 

#### Access & Usability

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 8.9 (6 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 9.4 (6 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 9.5 (7 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 9.2 (6 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


**Unique to ServiceNow IT Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | IBM Maximo IT | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 31.3% | 5.9% | 
| **Mid-Market** | 43.8% | 20.9% | 
| **Enterprise** | 25.0% | 73.2% | 

### By Industry

#### IBM Maximo IT

- **Information Technology and Services:** 31.3%
- **Computer Software:** 18.8%
- **Information Services:** 12.5%
- **Telecommunications:** 6.3%
- **Staffing and Recruiting:** 6.3%
- **Internet:** 6.3%
- **Human Resources:** 6.3%
- **Computer & Network Security:** 6.3%
- **Automotive:** 6.3%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to IBM Maximo IT

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1217 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (614 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13112 reviews)
- [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) — 4.5/5 stars (5610 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4486 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4486 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (277 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (614 reviews)

---
## Top Discussions

### IBM Maximo IT

No discussions available for this product.

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/ibm-maximo-it-vs-servicenow-it-service-management)