IBM Maximo for Service Providers - IBM - United States

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© 2005 IBM Corporation

IBM Maximo for Service Providers:Internal and Shared Service Providers

Angela C. PittsMarket Management for Service [email protected]

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© 2003 IBM Corporation2

Agenda

Overview of Internal Service Providers

Business Needs

Key Features

Business Value

Helpful Reference Material

Questions?

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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 ManagementService Desk

Service Management Platform

Work Orders•KPIsReportingConfiguration

EscalationWorkflowSecurityAdministration

IBM Maximo for Service Providers

Service Desk:

Tivoli Service Request Manager

Asset Management:

Tivoli Asset Management for IT

Maximo Asset Management

Add-on feature for our service desk and asset management solutions

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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:

ProductionEquipment TransportationFacilities IT Hardware

and Software

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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

Demonstrate value-add to company

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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

All areas are essential to a successful, smooth running organization

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Service Provider Business Model

Service Dept

Department A

Internal Resources External Resources

AssetAssetAsset

Assign

Buy From (Pay)

Assign / Schedule

Customer Agreement

Department B

AssetAssetAssetAssetAsset

OwnsOwns

Owns

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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,

dashboards & KPIs, upgradeability

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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

• Issue credits

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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 associated

with each line item in billing

batch

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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

– Service Level Agreements (SLAs)

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Customer Information

Global or unique

Global or unique

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Service Level Management

Real-time KPI-based

dashboards

Configurable graphical

representation

Visibility of performance metrics and SLAs

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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

Service Provider Key Features - Service Management

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Response Plans

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Business Value to Users

• Billing

• Reporting

Increased accuracy of charges associated with services and assets

Financial Analyst

• Bill review

• SLA KPIs

Visibility into service delivery charges and performance against service level agreements

Business Unit Managers

• Billing

• GL Export

Improved accuracy of internal billing by tracking 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 by managing 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 improved accuracy for completing task correctly and timely

Asset Specialist

SP FeaturesBusiness ValueSP User

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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

Easily maintain service level objectives and achieve customer satisfaction with key performance indicators

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For More Information…Tivoli User CommunityAn active and lively community for Customers, Business Partners, and IT professionals. Free membership provides you with valuable resources, tools and networking capability. Log on to www.tivoli-ug.org.

Tivoli TrainingIBM offers technical training and education services to help you acquire, maintain and optimize your IT skills. For a complete Tivoli Course Catalog and Certification Exams visit www.ibm.com/software/tivoli/education.

Tivoli ServicesWith IBM Software Services for Tivoli, you get the most knowledgeable experts on Tivoli technology to accelerate your implementation. For a complete list of Services Offerings visit www.ibm.com/software/tivoli/services.

Tivoli Support IBM Software Premium Support provides an extra layer of proactive support, skills sharing and problem management, personalized to your environment.Visit www.ibm.com/software/support/premium/ps_enterprise.html.

EAM Resource Center Content organized by industries and industry-specific business issues plus new personalization capabilities are some of the engaging new features. Visit www.eamresourcecenter.com.

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Angela PittsMarket Management

Service [email protected]

Bo BattyProduct ArchitectService Providers

[email protected]

Don BusiekProduct Management

Maximo Product [email protected]

Contacts

Documents

IBM Maximo for Service Providers - IBM - United States