Maximo

Field Service Management

Rahul Desai - Offering Manager

Lisa Stuckless - Offering Manager

Lori Pilgrim - Design Architect

Vikul Banta - Offering Manager

Please NoteIBM’s statements regarding its plans, directions, and intent

are subject to change or withdrawal without notice at IBM’s

sole discretion.

Information regarding potential future products is intended to outline our general product direction and it should not be

relied on in making a purchasing decision.

The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver

any material, code or functionality. Information about potential future products may not be incorporated into any contract.

The development, release, and timing of any future features

or functionality described for our products remains at our sole discretion.

Performance is based on measurements and projections

using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will

experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in

the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no

assurance can be given that an individual user will achieve results similar to those stated here.

Ability to optimally plan and dispatch field resources and their properly stocked vehicles to a geographic

location in a timely manner in order to deliver against their service commitments.

Field Service Management

Includes elements of:

Demand Management - to help forecast work orders in order to plan the number of staff

that will be needed

Scheduling - using predefined rules to optimize the schedule and use of resources

(labor, tools, vehicles)

Dispatching - assigning work orders within predefined zones to particular technicians

Mobile solutions - allowing dispatchers and technicians to communicate in real-time

Commitment – keeping customer commitments and managing service level agreements

Goal of FSM solution Making and keeping customer commitments.

Responding quickly to emergency situations.

Providing technicians easy access to the information they need.

Increase first time fix rate.

Reducing travel and waiting time.

Increase Jobs completed per day and capacity used.

Overlap between EAM and FSM

Enterprise Asset Management Field Service ManagementAsset/Location Definition

Procurement

Inventory Control

Work Management

Appointment BookingMaps/GPS

GIS

Dispatching

Resource Management

Scheduling of Work

Location Based Services

Resource & Route Optimization

Connected and Offline Mobile Access

Industry Solutions

ForecastingContract Management

Billing/Invoicing

Customer Commitments & Service Level Agreement

Field Service Management - Ability to optimally plan and dispatch field resources and their properly stocked vehicles to a geographic

location in a timely manner in order to deliver against their service commitments.

Field Service Management Work Flow

Field Service Management with Maximo

Scheduler/Scheduler Plus• Forecast and schedule work

• Incorporate weather data

• Optimization of work via resource

leveling or capacity planning

• Plan and schedule appointments

Planning of Work

Maximo

Asset

Management

Service

ProviderAssignment of WorkMapping of Work

Completion of Work

Scheduler/Scheduler Plus• Optimize resource assignment

based on geolocation, craft, skill,

weather

• Monitor work and adjust based on

real-time field progress

Spatial/Anywhere/Plus• Optimization of work route on

an Esri/Google/Bing map along

with turn-by turn directions

displayed on a mobile device

• Incorporate real-time traffic

Anywhere• Technician receives work

orders in the field

• Provides real-time status

updates to dispatcher and the

back-office

Maximo Scheduler PlusAbility to plan, schedule, dispatch and track all work.

• Embedded engine delivers objective based optimization models.

• Scenario based work planning.

• Graphical crew management capabilities.

• Optimized spatial scheduling for reduced crew windshield time.

• Ability to make customer appointments within a scheduled window.

• Managing large projects with dependencies across work orders and

tasks.

• Incorporate weather data into planning/scheduling and dispatching.

Allows planners and schedulers to view upcoming work graphically,

compare the required resources against those available, and adjust

accordingly. Dispatchers can use maps to graphically monitor field

technicians, work in progress, and status. Field technicians can

receive work and provide real time status updates to the dispatcher.

Appointment Booking1. Customer Service Rep answers

a call from a customer and finds them in Maximo by Location or Service Address

2. Selects the Appointment Book based on the type of request (View existing Appointments and other work orders for this location)

3. Selects a Job Plan4. Right click on the customers

choice of day and appointment window to schedule an appointment

Scheduling• View work in a time based

Gant View• View Resource Availability

and Work Load• Goals

– balance work with resource’s available

– Complete work by deadline– Plan only 80% of resources

• Manually drag and drop work to the different shifts/date

• Optimization– Resource Level

– Capacity Plan

Work LoadResource Availability

Assignment

Indicated matches for selected work

– Darker color - exact match

– Lighter color - higher ranked skill level

– Finds resource with secondary craft

Validate on Craft/Skill

Multi craft indications

Double booked

Manually Drag and Drop work to labor or crewOptimization does the work for you

Dispatching – Spatially Optimized

• Spatial Optimization minimizes travel time for labor and crews

• View location of labor/crews and unscheduled work

• Complete all work in one location at same time where possible

Maximo Anywhere

Broadening the scope of asset information provided to

the mobile user to enable sound decision making.

• Seamless connected and disconnected support

• Role and Task Based Applications ~ 15 Apps

• Perform work, asset and inventory process

• Works Across iOS, Android, Windows Tablet

• Camera / Barcode support

• QR Code / RFID support

• Voice to Text / E-Signature / Real Signature

• GPS Support

• Offline and Online Mapping

• Push Notification

Improving the efficiency of the field technician with mobility.

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Task Based Ready Apps

Work Management

Work Execution

Inspection

Approval

Service Request

Inventory Management

Physical Count

Issue & Returns

Transfer & Receiving

Asset Management

Asset Data Manager

Asset Audit

Industry Solutions

Work Exec forCalibration

Incident Reporter (O&G, HSE)

Work Exec for Complex Assets (ACM/ Aviation)

E Flight Log Book (Aviation/ACM)

Operator Rounds(Nuclear)

Maximo Based Anywhere Administration Application

Work Execution App

WorkList

Picture Attachments

Work Details

Actuals

Bar Code

Work Execution App - Map

Map View of

Work

Offline Maps

Maximo Spatial Asset Management

• View assets on a map to analyze, interpret and visualize data to

understand thoroughly the relationships, trend and patterns for

better decision making.

• Reduce costs and increase efficiency by optimizing routes and

maintenance schedules based on location.

Layer complex data to drive better decision making.

Utilizing the latest ESRI ArcGIS technology, Maximo

Spatial provides geospatial context for analyzing and

understanding work and assets.

Maximo Service ProviderImprove Billing and Service Level management for more effective service delivery.

• Provide more visibility to SLA Breaches and automation to bill

external labor or customer based on breached commitment.

• Provide customer with access to estimated bill for review and

approval through self-service app.

• Automation to streamline the project milestone billing process.

• Usability improvements that simplify billing and maintaining

customer agreements

Suite of applications that manage customer agreements,

service delivery, customer billing, and supplier contracts.

Supports service as a business and meets the needs of clients

who manage assets and services for customers, as a business,

or clients who manage assets and services within an enterprise

and bills internally for those services.

Field Service Management Use CaseScheduler:• Schedule and optimize plan work.• Assign the work via manual method or using optimization.• Create work routes and dispatch the work to the field technicians.

Mobility: • Technicians receive the work along with where work is located on a map.• Technician completes the work and moves onto next Work Order.• GPS coordinates are sent back to Maximo to monitor technicians location throughout the day.

Scheduler:• Monitor work through out the day via the dispatching tab in Scheduler.

Track Work Progress During the Day

• Map markers can indicate the Status, Priority or work type

Benefits of using Maximo for Field Service Management

Optimize your

maintenance and

service scheduling

practices, by combining

real-time weather, traffic

and asset data to more

efficiently plan how

people and resources

are being used.

FSM offers a mobile

platform that will give

field techs instant access

to critical data, even if

they lose connectivity.

Techs can manage the

execution of work,

including the submitting

of actuals, creating

follow-up work.

Streamline the travel

route to save wasted time

and reduce fuel costs.

With FSM you can now

visualize the spatial

relationship among

managed assets and

other mapped features,

such as roads, buildings

and pipelines, giving you

better visibility.

Smart Scheduling & Demand

Management

Brings together intelligent scheduling, dispatching and mobility

all on a single, integrated platform.

More Efficient Mobile Work

Dynamic Dispatching &

Work Assignments

Work Mapping & Asset

Visualization

FSM optimizes

resource assignment

based on location,

craft/skill and weather,

allowing dispatchers to

monitor work and

adjust scheduling and

dispatching based on

real-time progress.

Bringing Innovation to FSM – Weather Integration

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For a planned cell tower maintenance, high wind and storm

conditions should be avoided when possible. Lightning must be

strictly avoided. Having the visibility into weather conditions in

advance enables safer, more efficient operations

Incorporating the weather forecast into appointment booking

helps avoid cancelations and/or reschedules thereby leading to

higher customer satisfaction as well as lower operational cost

Weather alerts and notifications enable Dispatchers to ensure

crew safety and optimally utilize resources based on real-time

field progress

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Future Innovations in FSM…

AR and

Wearables

Visual Image

Recognition

Cognitive

Expert

Advisors

Notice: IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a

purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The

development, release, and timing of any future features or functionality described for our products remains at our sole discretion.

Questions? …