IBM Maximo for Service Providers:
Internal and Shared Service Providers
Angela C. Pitts
Agenda
Overview of Internal Service Providers
Business Needs
Key Features
Business Value
Helpful Reference Material
Product Positioning
Service catalog, ITIL based Service Desk with Incident and Problem Management
Track and manage the lifecycle of assets Customer management, service level agreements, price
schedules, billing review and approval, and automated response plans
Service Provider
Asset Management Service Desk
Service Management Platform
Work Orders •KPIs Reporting Configuration Escalation Workflow Security Administration
IBM Maximo for
Service Providers
Service Desk:
Target Market
Applies to anyone managing assets and/or services
–
Crosses all vertical markets
•
Facilities Department
•
IT Departments
•
Transportation Departments
•
HR, Finance, Procurement Shared Services
–
Applies to all asset classes:
Production
Internal Service Provider
Customer-focused approach for internal departments or
shared services organizations who need to:
Rationalize cost of asset and labor resources
Drive down enterprise-level operating costs
Improve efficiency and effectiveness
Establish and maintain service management objectives
Business Needs
$
Reduce Costs
Drive down service
delivery costs
Leverage
shared-technology
Improve
charge-back methods
Improve Performance
Better business
processes & policies
Efficiency
Effectiveness
Team collaboration
Skills
Customer Satisfaction
Establish and
maintain service
management
objectives
Show performance
results
Service Provider Business Model
Service Dept
Department A
Internal Resources External Resources
AssetAsset Asset
Assign
IBM Maximo for Service Providers Solution
Tivoli Advantage:
Common platform,
UI, data model, and
workflow engine
Built-in configuration
tools, configurable
data model,
drag-and-drop
configurable UI,
graphical workflow
design, escalations &
notifications,
reporting,
Service Provider Key Features - Financial Management
Customer Billing
–
Batch capability based on billing frequency
–
Customer bill review with capability to make adjustments, as necessary
–
Contains transactions from billing period, as well as transactions from
previous billing period, that have not been billed
Sales Order
–
Create unique pricing transactions
•
Monthly maintenance fees
•
Asset management and usage fees
•
Asset performance fees or credits
Customer Billing
Associates which agreement is in effect for
billing cycle
Customer information readily available
Status of bill cycle, end date
and total
Detailed costs are easily reviewed and
Service Provider Key Features - Customer Management
Manage Multiple Customers
–
Multiple customers and their assets on a single database
–
Segregation of customer data – complete security
–
Clients can view / access only their information
Customer Information
–
Associate customers with locations
–
Service addresses are associated with locations
–
Billing Address
Global and Unique Customer Agreements
–
Agreement Price Schedules
Customer Information
Global or unique
Response Plans
–
Automate response to a work order, incident, service request, etc
–
Rules engine determines response in a given situation
•
Person/Group responsible for location or asset
•
Vendor to whom work should be assigned
•
Job Plan and/or processing steps to be used for work on an asset
•
Person/Group to be notification regarding an asset
Work Order and Incidents Enhancements
•
Includes customer and service address
•
Calculation of prices
•
Add miscellaneous fees and charges
•
Work Order supports price quotes
Business Value to Users
•
Billing•
Reporting Increased accuracy of chargesassociated with services and assets Financial Analyst
•
Bill review•
SLA KPIs Visibility into service delivery chargesand performance against service level agreements
Business Unit Managers
•
Billing•
GL Export Improved accuracy of internal billing bytracking cost of services by users; Improved cost budgeting and planning with the use of historical data
Accounting
•
Customer agreements•
Varied price schedules bases on SLAs•
SLA KPIs Improved customer relationship bymanaging expectations, proactively managing weak areas of service to
reduce risk -- demonstrating value of the work provided
Service Manager
•
Automated response plans•
Job Plans•
Automatic Notification Increased productivity and improvedaccuracy for completing task correctly and timely
Asset Specialist
SP Features
Business Value
Why IBM Maximo for Service Providers?
$
Leading technology, easily integrate with financial, ERP systems, and other technologies
Common platform for asset and service management
Reduce TCO by managing all customers on single instance and common application
Quickly add new customers to expand the business value of your organization
Detailed and accurate billing with optional review and approval cycle
Improve efficiency and effectiveness of business processes and policies through automation of
assignments and job plans and automatic notification
Extend billing of offered services with flexible quotes and miscellaneous fees and charges
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