Power reliable, always-on services with AI-driven IT service and asset management across IT and operations
Intelligent reliability for your IT and OT ecosystem
IBM Maximo® IT unifies IT asset management (ITAM) and IT service management (ITSM) in a single intelligent platform, giving organizations full visibility and intelligent reliability across IT and operational environments. Available on premises or as SaaS, the solution adapts to evolving business strategies with unmatched flexibility.
Built with AI-driven enterprise service management capabilities, it connects IT with operational technology to help ensure reliable services and improve workforce productivity across critical operations. As a centralized hub for user support, incident resolution, and change management, the platform goes beyond traditional ITSM. It integrates software compliance, actionable service insights, and AI-driven automation to streamline operations, reduce risk, and accelerate innovation. The result is improved service desk efficiency, lower operational costs, greater resiliency, and more confident decision-making.
Enterprises in aviation, banking, finance, and telecommunications trust IBM Maximo IT to simplify infrastructure support and elevate user experiences. By harnessing AI and automation, the solution boosts productivity, minimizes downtime, and enhances service reliability while empowering users with self-service and complete IT asset lifecycle transparency. Maximo IT also extends into a broader, service-centric operating model by connecting IT assets, processes, and services with the wider enterprise. By aligning IT with operational and enterprise systems, organizations can move beyond siloed workflows to enable unified, end-to-end service delivery and governance across domains.
Maximo IT isn’t just IT management—it’s the foundation for smarter, faster, and more resilient operations.
Move beyond visibility to action. Visualize service relationships and dependencies with interactive topology mapping, enabling faster root cause analysis and proactive decisions that improve service reliability.
Break down silos across your technology ecosystem. Orchestrate IT and operational technology with connected insights and end-to-end visibility—driving smarter decisions and more resilient operations.
Empower users with seamless, self-service access. Deliver services through intuitive portals, knowledge articles, AI-driven chatbots, and live support—accelerating resolution times and improving satisfaction.
Go beyond detection to resolution. Equip service teams with AI-powered recommendations, guided troubleshooting, and automation to resolve issues faster, prevent disruptions, and continuously improve service reliability.
Unified service and asset management software
- Service reliability and operations
- Integrated asset management
- AI-driven service management
Unlock service visibility and availability
Integrate across boundaries and tap into one intelligent ecosystem, ensuring rapid restore of services, visibility of services and issue while raising availability and stability. Increase real-time transparency into automated tasks, change processes, and security—driving agility, smarter decisions, and reliable systems throughout the enterprise.
- Visualize service topologies, monitor real-time health and activities, and restore service availability faster—while leveraging focused reliability metrics that not only surface performance insights but enable teams to take immediate, informed action to improve service outcomes. This connected approach delivers greater reliability, operational resilience, and compliance, while streamlining processes across your technology ecosystem, so your services stay always-on, optimized, and ready for what’s next.
- Reliable and connected operations start here.
Maximize the value of every IT asset
- Empower your organization to take control of hardware, software, and certificates with a unified IT/OT asset management strategy. IBM Maximo IT delivers real-time visibility to track, monitor, and optimize every asset—so you can eliminate waste, cut costs, and boost productivity.
- Streamline asset installs, moves, adds, and changes, unlock hidden capacity, and prevent unnecessary acquisitions. With a single source of truth, simplify asset processes, simplify employee onboarding, and drive smarter decisions across your asset portfolio.
- Extend software asset management to SaaS and cloud with stronger compliance, visibility, and user-centric control.
- Modernized software asset management extends this capability to cloud and SaaS environments—providing intuitive, user-friendly experiences and stronger compliance for subscription-based and access-driven software, not just traditionally installed applications.
- Gain instant insight into IT services performance and lifecycle status, enabling you to maximize asset utilization and elevate user experiences through service reliability.
Automate. Elevate. Transform IT Service Management with AI
- Reimagine your end-user experiences with AI-powered service management that streamlines support, accelerates resolution, and drives efficiency.
- Unify ITSM into a single intelligent platform where users can report issues, request services, and access instant support through ticketing, self-service chatbots, and live chat.
- Your teams ignited with AI-driven ticketing with smart recommendations, faster incident response, and elevated service delivery - strengthened by a unified Configuration Management Database (CMDB) for seamless IT operations.
- With automated workflows, you can reimagine ticket handling, change approvals, problem resolution, and manage the entire IT asset lifecycle to deliver agility and consistency at scale.
- Smarter service starts here.
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)
- Incident, 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 by leveraging IBM watsonx Orchestrate agents to automate and optimize workflows. These capabilities include:
- Smart ticket routing and assignment
- Ticket resolution recommendations and auto-responses
- Incident summarization and chatbot-based self-help
With watsonx Orchestrate, AI agents can take action across systems, streamline processes, and improve response times. Learn more about watsonx Orchestrate for IT operations here: https://www.ibm.com/docs/en/watsonx/watson-orchestrate/base?topic=agents-it-operations
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/max-it/cd
Yes. Maximo IT includes built‑in low‑code and no‑code tools allowing teams to create, modify, and automate service workflows without requiring deep development skills. Using visual designers, reusable templates, and configurable business rules, administrators can quickly tailor processes such as ticket routing, approvals, lifecycle tasks, and service requests to fit their organization’s needs. These capabilities extend across IT and enterprise service workflows, allowing teams to adapt rapidly as requirements evolve. Combined with AI‑driven recommendations and automated actions, Maximo IT helps organizations modernize processes faster while reducing the cost and complexity of custom development.