ORLANDO, Florida., September 19, 2025: When every second counts, your service desk can’t afford swivel-chair searches or guesswork routing. IBM® Maximo IT 9.1, now enhanced with AI-native assistance, puts intelligence at the core of incident management, recommending owners, surfacing similar tickets and fixes, and speeding resolution from the very first touch. This represents a significant step forward in AI Maximo Integration for enterprise IT teams.
What’s New and Why It Matters
The new Maximo AI Service integrates Maximo IT with watsonx™ large language models, powering advanced capabilities such as ticket assignment recommendations, solution suggestions, and “find-similar” insights across historical data. Running Granite™ foundation models (including Granite 20B Multilingual and Granite 13B) in the cloud, the service delivers IT Service Management AI solutions without forcing teams to reinvent their stack.
As of August 1, 2025, Maximo AI Service 9.1 replaces AI Broker, supporting MAS 9.0 and 9.1 deployments.
Tangible Outcomes for IT Teams
- Smarter triage: Smarter triage: AI proposes the best owner and category in seconds, enabling Smart Ticket Recommendations.
- Faster fixes: Agents instantly see likely solutions and related incidents.
- Happier teams: SREs and managers spot automation opportunities.
- Consistency at scale: Models adapt continuously to real-world tickets.
How It Works (Simplified)
- Connect Maximo IT to AI Service – Securely authenticate and configure system properties to enable AI Maximo Integration.
- Configure Models – Use Multi-Class Classification (MCC) and Similarity Models to align with workflows.
- Train with Data – Feed historical tickets to deliver context-aware predictions powered by watsonx Maximo IT.
Admins may also leverage CLI-driven deployments for streamlined environments.
Inside Maximo AI Service
- AI Integration Hub – Manages configuration, training, health checks, and inference routing for IT Service Management AI.
- Granite Models on watsonx – Enterprise-grade LLMs deliver robust recommendations without manual model management.
- MAS-Wide Unlocks – – Extend AI-driven recommendations across problem codes and work orders.
Why Prolifics
As a long-standing IBM partner, Prolifics bridges Maximo and watsonx to deliver real business value:
- Blueprint to Value – Build AI-ready taxonomies to accelerate MCC and similarity model performance.
- Secure-by-Design Enablement – Align connectivity and governance from day one.
- Pilot to Production – Curate training sets, refine thresholds, and optimize UX for adoption.
- Scalable Roadmap – Expand to conversational assistants and guided ticketing for self-service, further enhancing IT Service Management AI capabilities.
Media Contact: Chithra Sivaramakrishnan | +1(646) 362-3877 | chithra.sivaramakrishnan@prolifics.com
