G2

Zeyad E.

Head of BSM

Mid-Market (51-1000 emp.)

6/1/2026

"IBM Maximo IT: The most Complete and Scalable ITSM Solution in the market now AI ready"

5/5

What do you like best about IBM Maximo IT?

What I value most about IBM Maximo IT (formerly IBM Control Desk, Tivoli TSRM) is how well it adapts to each client's unique structure rather than the other way around. Over 20 years of implementing and supporting it across telecom operators, banks, and government bodies in EMEA, the platform has proven itself across very different environments. It is the best and most complete ITSM solution in the market.

It scales well in both directions. We have deployed it for large enterprises managing thousands of assets across multiple sites, and for smaller organizations that simply needed a clean, structured way to cover core ITIL processes. In the latter case, the implementation can be fast and straightforward. The User Interface has also greatly improved throughout the years.

The CMDB is one of the strongest aspects of the product. Tying a reliable configuration management database directly into incident, change, and asset management gives clients a level of operational visibility that is hard to achieve with other tools.

The workflow engine, SLA enforcement, and integration framework have all delivered consistent impact across our client base. We have connected IBM Maximo IT to Oracle, IBM DB2, multiple Active Directory domains, and integrated with various OSS/BSS systems without major architectural compromises.

IBM Maximo IT also has one of the best Product Management teams in IBM with amazing support and catering for our suggestions and improvements.

With AI now infused into the platform, clients are beginning to benefit from intelligent recommendations and smarter incident categorization, which feels like a natural evolution of everything IBM Maximo IT has always done well. With the pricing and discounts you can get from IBM, the ROI for IBM Maximo IT is great. Review collected by and hosted on G2.com.

What do you dislike about IBM Maximo IT?

Nothing! IBM Maximo IT is the most complete ITSM solution in the market. Review collected by and hosted on G2.com.

What problems is IBM Maximo IT solving and how is that benefiting you?

As an ITSM platform, IBM Maximo IT has helped our clients establish structured, process-driven IT service operations and delivery where there was little before. The most common starting point is incident and request management. Organizations that were handling IT issues through phone calls, emails, and verbal escalations now have a proper logging, categorization, and resolution process aligned to ITIL best practices.

Change management has been another significant area. Clients can now plan, review, approve, and track changes to their IT infrastructure through a controlled process, which has reduced unplanned outages and improved confidence in making changes to production environments.

The CMDB has been particularly impactful. Once you have accurate visibility into your CIs and how they relate to each other, problem management becomes far more effective. Root cause analysis that used to take days now takes hours.

My favorite is that IBM also includes IBM Cognos for reporting, KPIs and dashboards as part of IBM Maximo IT with no additional cost. This is the cherry on top really providing you with one of the best BI solutions in the market for your reporting needs.

The overall benefit is a measurable shift from reactive to proactive IT operations. Service quality improves, risk is better managed, and IT teams can finally demonstrate their value to the business through real data. Review collected by and hosted on G2.com.