IBM Maximo for Service Providers:

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1 IBM Maximo for Service Providers: Internal and Shared Service Providers Angela C. Pitts Market Management for Service Providers 2005 IBM Corporation

2 Agenda Overview of Internal Service Providers Business Needs Key Features Business Value Helpful Reference Material Questions? 2

3 Product Positioning Service Provider Customer management, service level agreements, price schedules, billing review and approval, and automated response plans Service Desk Service catalog, ITIL based Service Desk with Incident and Problem Management IBM Maximo for Service Providers Service Desk: Asset Management Tivoli Service Request Manager Track and manage the lifecycle of assets Asset Management: Service Management Platform Administration Security Workflow Escalation Configuration Reporting KPIs Work Orders Tivoli Asset Management for IT Maximo Asset Management Add-on feature for our service desk and asset management solutions 3

4 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 Equipment 4 Facilities Transportation IT Hardware and Software

5 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 5

6 Business Needs Improve Performance Better business processes & policies Reduce Costs Efficiency Drive down service delivery costs Effectiveness Leverage sharedtechnology Improve chargeback methods Team collaboration Skills $ Customer Satisfaction Establish and maintain service management objectives All areas are essential to a successful, smooth running organization 6 Show performance results

7 Service Provider Business Model Buy From (Pay) Service Dept Assign / Schedule Internal Resources Assign External Resources Customer Agreement Department A Department B Owns Owns Owns Asset Asset Asset Asset Asset 7 Asset Asset Asset

8 IBM Maximo for Service Providers Solution Tivoli Advantage: Common platform, UI, data model, and workflow engine Built-in configuration tools, configurable data model, dragand-drop configurable UI, graphical workflow design, escalations & notifications, reporting, dashboards & KPIs, upgradeability 8

9 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 9

10 Customer Billing Associates which agreement is in effect for billing cycle Status of bill cycle, end date and total Customer information readily available 10 Detailed costs are easily reviewed and associated with each line item in billing batch

11 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) 11

12 Customer Information Global or unique Global or unique 12

13 Service Level Management Visibility of performance metrics and SLAs Configurable graphical representatio n Real-time KPIbased dashboards 13

14 Service Provider Key Features - Service Management 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 14

15 Response Plans 15

16 Business Value to Users SP User Business Value SP Features Asset Specialist Increased productivity and improved accuracy for completing task correctly and timely Automated response plans Job Plans Automatic Notification Service Manager Accounting Financial Analyst Business Unit Managers 16 Improved customer relationship by managing expectations, proactively managing weak areas of service to reduce risk -- demonstrating value of the work provided Improved accuracy of internal billing by tracking cost of services by users; Improved cost budgeting and planning with the use of historical data Customer agreements Varied price schedules bases on SLAs SLA KPIs Billing GL Export Increased accuracy of charges associated with services and assets Billing Visibility into service delivery charges and performance against service level agreements Bill review Reporting SLA KPIs

17 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 17

18 For More Information Tivoli User Community An 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 Tivoli Training IBM 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 Tivoli Services With 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 Tivoli Support IBM Software Premium Support provides an extra layer of proactive support, skills sharing and problem management, personalized to your environment. Visit EAM Resource Center Content organized by industries and industry-specific business issues plus new personalization capabilities are some of the engaging new features. Visit 18

19 Contacts Angela Pitts Market Management Service Providers Bo Batty Product Architect Service Providers Don Busiek Product Management Maximo Product Strategy 19