Power up performance with integrated IT service management and IT asset management software
Boost business operations with IT/OT convergence
IBM Maximo® IT delivers a unified IT asset management (ITAM) and IT service management (ITSM) solution designed to help organizations gain full visibility and control of their IT and operational technology (OT) environments. Available both on-premise and as a SaaS offering, Maximo IT provides the flexibility to deploy in the way that best fits your business strategy. It serves as a single point of user support, incident management, and change oversight—enhanced by software compliance, service insights, and intelligent automation to optimize IT/OT operations and drive greater efficiency, resilience, and innovation.
Enterprises across industries such as aviation, banking, finance, and telecommunications are simplifying the support of end users and their infrastructure with IBM’s ITSM and ITAM software. With the help of AI and automation, the solution boosts productivity, shortens incident and outage resolution times, enhances service reliability, and improves user satisfaction through self-service and full visibility into asset lifecycles.
Achieve a holistic connected service experience by breaking down silos with single-pane service visibility, seamlessly managing both IT and operational technology assets from one platform.
Encourage self-service by presenting available services, listing solutions to common issues, intelligent chatbots and ensuring live agent chat capabilities for fast resolution.
Improve customer experience by providing your service agents with information such as tickets and AI-driven solution recommendations, troubleshooting guides, and automation scripts.
Visualize service relationships and dependencies with interactive topology mapping for faster root cause analysis and better proactive decisions.
Interactive demo
Unified service and asset management software
Maximize IT investments for hardware, software and more
- Manage, monitor, and track the use of your software license, hardware assets state, contracts, configurations, and more.
- You can streamline IMAC (Install, Move, Add, Change) processes and reduce unnecessary acquisition costs by identifying underutilized assets.
- Having a single source of truth makes asset tracking easier and more efficient, with positive impact on inventory management and onboarding new teams as well.
- A good ITAM process should provide you with real-time asset data on the state of all your devices and help you improve asset utilization and user productivity.
Automate and elevate the end user experience with AI-driven service management
Unify your IT service management to report issues through ticketing, self-service chatbots, request service, and provide chat support to your end users. Having all the appropriate ITSM information in one place, your service teams will have an AI-powered ticketing system, recommending solutions, an improved IT service delivery and a more responsive incident management process, as well as a better configuration management database. In addition, workflow designer automates ticket response, change management approvals, problem resolution, and supports the IT asset lifecycle.
Gain deep IT/OT asset visibility
Create greater transparency into workflows across IT and OT users, processes and infrastructure through a common methodology. With the unified platform for comprehensive asset lifecycle management, you’ll create less siloed IT and OT departments, sharing their respective areas of expertise to manage converged technology, visualize service topology, observe real-time service health, and enable collaborative incident resolution across teams. This convergence delivers enhanced visibility, better decision-making, auditing and compliance with regulatory standards, and streamlined operations across your entire technology ecosystem.
FAQ
It is available in both SaaS and on-premises options, offering a range of deployment models to match different organizational needs. It’s an add-on to Maximo Manage within Maximo Application Suite.
- On-premises (customer-managed)
- SaaS (IBM-managed)
- Hybrid or cloud (customer-managed)
The solution integrates seamlessly with existing ITSM and enterprise systems, including:
- IBM and third-party tools like Instana, TADDM, MaasS360, BigFix, Claroty, Armis
- Microsoft Configuration Manager (MCM) and ManageIQ
- Cloud hosting providers to manage BYOL software
- HR, monitoring, procurement, and ERP systems (SAP, Oracle) that integrate with Maximo Application Suite
It builds on a long lineage of IBM ITSM solutions including Tivoli Service Request Manager (TSRM), Tivoli Change and Configuration Management Database (CCMDB), and Tivoli Asset Management for IT (TAMIT), which merged into SmartCloud Control Desk (SCCD) in 2013 and later became IBM Control Desk (ICD). The current generation is now delivered as IBM Maximo IT.
It features innovative, industry-leading functionality in many areas, including:
- Service catalog and self-service portal for end users (IT help desk, ticketing, knowledge base, tools for easily reporting problems and requesting services)
- ncident, problem, change, and release management
- Asset and configuration management with a unified CMDB (Configuration Management Database) to manage digital and physical infrastructure across your organization within a single solution
- Procurement and contract management
- AI-driven automation for ticket routing, notifications and alerts, contract reminders, and workflows
- Applications that enable IT staff to be productive and responsive in prioritizing, tracking, and resolving end-user issues
- Analytics and reporting for insights into your environment and help you manage IT change more efficiently
AI capabilities enhance IT operations with:
- Smart ticket routing and assignment
- Ticket resolution recommendations and auto-responses
- Incident summarization and chatbot-based self-help
As part of Maximo Application Suite, it helps organizations:
- Unify IT and OT management to eliminate silos across assets, services, operations, locations, configurations, status, and maintenance details
- Improve visibility (into service dependencies, risks, root causes), management and auditing. For example, IT incidents can be linked directly to physical asset downtime. The integration enables faster root-case analysis and preventive maintenance strategies.
- Automate workflows for incident routing, approval cycles, change requests, and governance
- Optimize costs by identifying underused assets and improving vendor management
- Provide visibility into service health, performance and dependencies
- Scale flexibly across SaaS or on-premises environments with enterprise-grade security and reliability
Yes. Version 9.1 is PinkVERIFY certified, confirming alignment with global ITSM and ITAM standards across 12 key processes. Read more ›
It is also PinkVERIFY certified for AI Capability. This certification means our AI features are ready to use out of the box, work seamlessly with ITSM workflows, and bring real value with smarter ticket handling, insights, and automation that helps teams work more efficiently. Read more ›
Licensing is based on App Points, depending on user types (limited, free, base, premium). All documentation is available here: https://www.ibm.com/docs/en/max-it/cd