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.
Unified service and asset management software
- Reliable service operations
- Unified IT & OT services
- Enterprise service delivery
- Software lifecycle governance
- AI-assisted resolution & knowledge
- Connected asset intelligence
Ensure service availability with complete operational visibility
Understand how IBM Maximo IT services, applications, infrastructure, and dependencies are connected across your environment. Interactive service topology maps, configuration relationships, and real-time operational insights help teams quickly identify potential impacts, accelerate root cause analysis, and restore services faster.
Key value:
- Visualize service dependencies and relationships
- Improve incident prioritization and impact to services
- Accelerate root cause identification
- Increase service reliability and operational resilience
Instead of searching through disconnected systems, teams instantly see what is affected, what depends on it, and where to act.
Connect IT and operational technology in a single service ecosystem.
Bring together IT assets, operational assets, configuration items, and service processes on one platform. Maximo IT helps organizations break down silos between technology and operations, creating a unified view of assets, services, relationships, and business impact.
Key value:
- Manage IT and operational assets together, to reflect true operations
- Connect service management with enterprise operations, breaking silos
- Establish visibility across distributed environments
- Improve collaboration between technology and operations teams
Every asset, service, and operational dependency is connected, giving teams a single source of truth across the enterprise.
Deliver services faster through a modern service experience.
Simplify how employees request, access, and consume services. Service offerings, self-service, knowledge resources, service catalogs, and fulfillment flows help organizations standardize delivery while providing a consumer-grade experience.
Key value:
- Publish and manage service offerings without administration resources
- Automate request fulfillment workflows
- Empower users through self-service
- Improve service consistency and satisfaction
What once required emails, phone calls, and manual approvals becomes a simple self-service experience completed in minutes.
Control software assets, licensing, and compliance with confidence.
Gain visibility into software allocations, entitlements, and compliance status across the enterprise. By linking software asset management with service and asset data, organizations can reduce risk, optimize spending, and improve governance.
Key value:
- Track software licenses and entitlements
- Monitor compliance and licensing obligations
- Identify cost optimization opportunities
- Create stronger governance across the software lifecycle
Know what software you own, where it's allocated, who is using it, and where you're exposed to risk.
Resolve issues faster with AI-driven assistance and automation.
Leverage AI to help service teams work smarter. Intelligent recommendations, incident summarization, knowledge generation, guided troubleshooting, and automation help reduce resolution times while improving consistency across support operations.
Key value:
- Accelerate incident resolution
- Generate actionable recommendations
- AI delivered possible solutions and similar tickets
- Capture and reuse organizational knowledge
AI not only sees the problem, AI recommends the next best action and helps teams resolve issues before they disrupt the business.
Transform asset data into operational insight.
Gain complete visibility into assets and configuration items throughout their services lifecycle. By connecting assets, services, endpoints, and operational data, teams can better understand asset reliability, service impact, ownership, and change history to make smarter decisions.
Key value:
- Centralize asset and configuration visibility
- Understand service-to-asset relationships
- Improve lifecycle planning and decision-making
- Enable more proactive operations
Every asset becomes part of a larger operational context, revealing how technology investments affect services, users, and business outcomes.
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.