Ultimo Facility Management

Ultimo Facility Management

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Ultimo Facility Management Ultimo Facility Management is an extensive and user-friendly Facility Management Information System (FMIS). Use Ultimo to support one or more of the following business processes: Self Service, Facility Services, Property Management, Maintenance Management, IT Service Management, Fleet Management. The application is modular and can be used both as a partial or as an integrated solution. Support multiple business processes The modern and user-friendly software supports you in managing a variety of business processes: Self Service. Your customers expect excellent service from you. You can give form to this by offering your customers various Self Service options. These allow your customers to perform various operations independently such as sending or making notifications or requests, or consulting certain information. A user-friendly environment is used for this, in which actions are very easy to perform. By offering your customers a more active role, it is possible to reduce your front office workload. Facility Services. Ultimo provides you with an efficient and effective service desk, which communicates and cooperates effectively with the relevant back offices and customers. But Ultimo can also be used to book rooms, equipment, catering, parking and personnel, issue cards, keys and resources and organise internal and external removals, as well as register visitors, handle cleaning and photocopy requests, fault reports and complaints, and manage the delivery of ordered items, etc. Property Management. Ultimo can also manage your property and offers many different possibilities: registration of your property in accordance with NEN 2580 for more insight, maintenance of buildingrelated systems, long-term maintenance planning (LTMP), condition measurement of building and installation components (NEN 2767), contract management and lettings administration Maintenance Management. Professional maintenance management helps you keep your assets in good condition and saves costs. Ultimo can be used to control a wide range of maintenance applications, not just property-related maintenance: Legionella prevention rounds, fire-extinguisher checks, maintenance of critical systems/inventory or production resources, periodic, preventive or predictive maintenance, safety tests, checks for audits, etc. IT Service Management. The IT Service Management module gives your organisation s IT Department full support to function in a more efficient and customer-oriented way. The module is based on the most common ITIL services and provides support in the areas of configuration management, management of incidents and service requests (Request Fulfilment), problem management, change management, the application of Service Level Agreements, etc. Fleet Management. With Ultimo, you can also manage your company and/or pool cars. As well as registering vehicles, you can also record vehicle equipment per vehicle, coordinate maintenance (MOTs, interim and full services) and insurance, and manage contracts and claims. INTEGRATED SOLUTION Within more and more organisations, support services are being asked increasingly to work together, and grow towards each other, where necessary. As Ultimo can be used for multiple business processes and as the software is modular, it fits well with this developing trend. If it is relevant to your organisation, Ultimo can help you expand functionality either step by step or rapidly. You can specify the speed at which you wish to work towards an integrated solution. Further content of this brochure: pagina Ultimo Principles 4 pagina Efficient Facility Management 6 pagina Customer-oriented Facility Management 8 pagina Grip on Facility Management 10 pagina Ultimo Module Description 12 pagina Modern Technology 18 pagina Our Services 20 pagina Our References 20 pagina Our Organisation 23 3

Ultimo Principles Being active in facility management means understanding a variety of processes that need to be managed as efficiently as possible. It is our mission to provide you with the software you need to support the range of activities in the facility management field. This enables you to retain an overview, satisfy your customers, control costs and generate the desired management information. 4

In developing our software products and services, we follow a number of basic principles that characterise our solutions. For example, as standard, Ultimo software is supplied according to the client s specifications. The comprehensive standard solution can be adapted to your facility service s unique operating processes. We work with highly-trained ICT professionals who employ a pragmatic approach in implementing products. Extensive training is also available for those requiring more knowledge and practice materials. The origins of our products lie in practice, in which we strive to achieve the right mix of functional depth and userfriendliness. Global standards and market information play a central role in developing our products, which are always tested extensively before they are delivered to our clients. Finally, our customer-orientated support department provides support in the everyday use of the software. What makes our organisation unique is the focus on continuity, treating others with respect and corporate social responsibility. In order to continue to expand, since 1988 we have been striving to satisfy our customers, demonstrate commitment, pioneer significant developments in the market and achieve healthy financial results. 5

Efficient Facility Management You are expected to implement Facility Management in the most cost-conscious way possible. Investing in Ultimo Facility Management allows you to work efficiently and control costs. The information provided by the system supports you in operational and strategic decisions. 6

WORKING EFFECTIVELY Our software allows you to implement your front and back office work processes more efficiently. Not only can you work more incisively in the communications field, but coordination, implementation, and processing of facility management activities can also be improved significantly. You will find that your employees are able to work more decisively and spend less time answering unnecessary emails or phone calls. Our system can also ease staff workload by providing additional opportunities in the area of Self Service. This gives your customers a user-friendly way to make requests or notifications and monitor the process themselves. As your work activities are coordinated using Ultimo, the risk that you will forget important work is reduced. You can also set notifications in order to stay informed about important events. Furthermore, you can experience the system s convenience when securing appointments and managing your organisation s many contracts and/or suppliers. drawing up a replacement plan for installations and/or inventory. Thorough budgeting and being able to monitor your budgets easily means simpler cost control in managing your assets. Costs incurred may, if desired, be charged to the appropriate cost centres. BUSINESS REPORTING With countless possibilities in the field of Business Reporting, you can demonstrate easily how operational activities contribute to cost awareness. Moreover, with well-founded management reports that provide insight into all considerations, you can better substantiate policy issues and budget requests. Examples include issues in the area of maintenance or replacement, housing costs and associated maintenance for the coming years. BUDGETING, MONITORING & CHARGING ON COSTS As Ultimo captures so much information about your assets and related activities it is an excellent tool to create sound budgets and to monitor budgets effectively. Two examples: drawing up a long-term maintenance plan relating to your property and property-related installations and 7

Customer-oriented Facility Management The marketing concept has really taken off in recent years. What involved mostly a separate business discipline at the end of the last century, mainly responsible for placing the organisation s primary products and services on the market, has grown in recent years into a general business philosophy. These days, each department needs to adopt a customer-oriented focus. 8

MARKET CONFORMITY The marketing concept has also made its appearance in your field, which means you need to operate in line with the market. And rightly so, because you also work for your customers and should provide them with the best offer in the most effective way possible and at a reasonable and competitive price. Ultimo can help you deliver this expected quality because it allows you to define your processes well and distribute your products and services effectively. DIALOGUE WITH THE CUSTOMER A customer-oriented facility service asks what is required, says what it will do, does what it says, and demonstrates that it does what it says. A better dialogue with the customer ensures that your services always fulfil the customer s wishes and requirements. Using Ultimo provides you with the necessary understanding of processes and information to help shape this dialogue. 9

Grip on Facility Management Do you sometimes feel that you no longer have a complete grip on your various activities? Do you sometimes spend a lot of time searching for information? Do you occasionally put off important decisions or changes, because you are not sure how they will turn out? Then treat yourself to a better overview and peace of mind. Improve your overview and keep a tight grip on the reins with Ultimo. 10

TAKE CONTROL Ultimo helps you keep things under control, including both internal and supplier activities. As well as improving the overview and shortening the search for important information, you can also be confident that you have the necessary data to meet legal and regulatory requirements, and to be certified as such. Moreover, Ultimo simplifies the possibility to benchmark with other companies and keep track of how your organisation performs. ORGANISATIONAL CHANGE With Ultimo you have a software tool that allows you to implement organisational changes effectively. As well as having access to valuable information enabling you to make more informed decisions, Ultimo also ensures that you can monitor and evaluate changes after your decision, so that you stay in control at all times. Moreover, you don t have to change your software every time you make organisational changes. No expensive programming is needed. Ultimo s flexible nature means that the software grows with you. That s a comforting thought. 11

Ultimo Module Description Ultimo Facility Management is a modular Facility Management Information System (FMIS). If desired, you can start small and gradually work towards an integrated solution for all your support services. A description of the modules available is given below. The table at the end shows whether a module is available as standard, as an option or partly as standard and partly optional. Ultimo Maintenance Management Lite is also available for smaller facility organisations. Please contact us to request further information. 12

SERVICE DESK Experience the benefits of a streamlined and well-organised service desk. Improve communication with clients and back offices and use a knowledge tree to deal with frequently-occurring front line issues. PROPERTY MANAGEMENT Create insight in your property portfolio and the associated areas in accordance with NEN 2580. As well as having insight into available buildings, floors and spaces, you can also record WOZ assessments (assessments under the Valuation of Immovable Property Act) and there is also the option of CAD integration. ISSUED RESOURCES MANAGEMENT Avoid losing track of issued resources, by recording who has borrowed what, and when it is due for return. When issuing resources you can use a clear graphic planner. WORK ORDER MANAGEMENT Proper coordination of activities is important for the back offices and ultimately for the customer. The user has excellent insight into outstanding work order flow and associated workload at all times. The graphic-based Ultimo Jobplanner can be used to plan activities intuitively. If desired, careful post-recording ensures that costs, hours and materials used are registered in a well-ordered way. RESOURCE MANAGEMENT With a few mouse clicks you will know which company resources are in circulation, which employees have them, and where the resources can be found in the organisation; valuable information to manage equipment more effectively and efficiently. COST REGISTRATION Optimise your facility management using various cost analyses. Careful cost recording also enables you to retain control over your budgets. 13

MASTER DATA MANAGEMENT Record master data that are used by the other modules. Information is recorded in groups, which makes it easier to search for such things as suppliers, inventory and installation data. Different types of documents can also be recorded. PEOPLE MANAGEMENT This module enables you to keep track of employee data. This information is used in the other modules that are in use. An interface with Active Directory or an HRM system is possible. The Emergency Response Team (ERT) registration can be used to determine who in your organisation is part of the emergency response team, which courses have been followed and, on the basis of reports you can, for example, generate floor plans or a list of courses to be attended. Different types of documents can also be recorded. SELF SERVICE Use the Self Service feature to involve your customers directly in the facility management process. This provides a more efficient process and eases your front office staff workload, whilst bilateral communication ensures that your customers are more involved. IT SERVICE MANAGEMENT The IT Service Management module gives your organisation s IT Department full support to function in a more efficient and customeroriented way. The module is based on the most common ITIL services and provides support in the areas of configuration management, management of incidents and service requests (Request Fulfilment), problem management, change management, the application of Service Level Agreements, etc. Use a user-defined knowledge tree to accelerate incident handling. Plan IT department activities with intelligent graphic planners. Provide your internal and external customers with the option of reporting incidents and submitting service requests via a user-friendly self-service environment. Manage your IT warehouse inventory and support the procurement process where necessary. Increase ease and efficiency by using a variety of standard interfaces with other systems (for example with a Network Inventory Tool and Active Directory). And finally, monitor the implementation of policy and operational issues using reports and dashboards. Separate documentation is available for more information on IT Service Management. RESERVATIONS The Reservations module is an extensive module that makes it possible to make various reservations. As well as reserving rooms with associated resources and catering it is also possible, for example, to reserve parking spaces and personnel. By using Ultimo to make reservations, your plans will be well coordinated, you can prevent mistakes in planning, and you are able to charge any costs on to the appropriate department or customer. VISITOR REGISTRATION It may be important for your organisation to register visitors, for instance, to comply with safety protocols. Ultimo can help you register visitors in an organised way. If needed, you can quickly use reports to consult visitor data. 14

KEY MANAGEMENT Key management within your organisation can soon become a complex process, as you need to establish a link between rooms, cylinders, keys and authorised staff members. The Key Management module supports you in this and the process of issuing and collecting keys is also safeguarded. Reports also provide insight into aspects such as keys that are in circulation, stocks of keys, and so forth. REMOVALS The Removals module makes it possible to co-ordinate the activities associated with an internal or external removal. The result is a smooth ongoing process and quick administrative realisation of the relocation. STOCK MANAGEMENT & PURCHASING You are seeking the right balance between being out-of-stock and maintaining cost-aware stock levels. The Stock Management & Purchasing module supports you in managing your stock. Purchasing logistics issues are simplified. And you can guarantee the process from the quotation stage or request right through to receipt confirmation and invoice check. PERIODIC MAINTENANCE Carrying out regular inspections of such things as fire extinguishers, water taps (Legionella) and important systems (e.g. safety tests) must not be forgotten. By planning these as periodic maintenance you can prevent this from happening. You can also extend the functionality of the module to every imaginable form of periodic maintenance, for example, maintenance of your inventory. You can also create links between periodic maintenance and contracts. It is easy to search accrued historical data on periodic maintenance that has been built up for such things as audits. PROJECT MANAGEMENT The use of automation in undertaking a project has a positive effect on its progress. Why use other software for this when you can incorporate this in your FMIS? Ultimo supports you in setting up projects and sub projects and activities. And you also have excellent insight into all the financial implications of projects. TIME ACCOUNTING Analyse your employees productive and non-productive hours and find out at any time which activities are taking up most time. CONTRACT MANAGEMENT You can use the Contract Management module to manage your contracts and service contracts and insurance policies. No more mountains of paper or files in hard-to-find folders. You can improve your overview and insight into contracts and insurance policies and this enables you to monitor such things as terms and notice periods. You can also create links to Work Order Management, Periodic Maintenance and Stock Management & Purchasing. LETTINGS ADMINISTRATION You can also use Ultimo to administer and manage any property or parts of property that you are renting out to third parties. Record the various leases and associated obligations and keep track of any changes. Financial commitments are calculated using advances against securities, taking into account accrued advances. To manage cash flow all financial commitments are forwarded to an external accounts receivable department. CONDITION MEASUREMENT Do you want an objective picture of the maintenance condition of your facilities or property? Then use Condition Measurement (based on NEN 2767) to obtain objective data and make realistic maintenance schedules. LONG-TERM MAINTENANCE PLANNING The Long-term Maintenance Planning module enables you to draw up and implement a maintenance plan for your buildings over several years. This means you always have insight into maintenance costs and enables you to coordinate your budgets to the maintenance. In addition, your budget requests can always be properly substantiated and maintenance tasks can be undertaken internally or outsourced to third parties. DEPRECIATION The Depreciation module enables you to keep a record of depreciation of assets for financial administration purposes. By keeping a record of depreciation, you have insight into the total depreciation to date and you know when assets are written off. GRAPHIC REPLACEMENT PLANNING A graphic overview of the optimum replacement planning of your inventory items or equipment can be made using Depreciation module data and the registration of the technical lifespan. This provides you with direct insight into the financial consequences. 15

MULTI-JOBS Use the Multi-Jobs module to coordinate and conclude multidisciplinary activities in a smart and simple way. A simple report could mean that several departments/back offices need to perform activities to deal with the report. Consider the various activities necessary for a new employee to start work: installing furniture, setting up a PC, installing the necessary software, and arranging an access card and a mobile telephone. The activities are bundled and can be interdependent as regards their order. A multi-job is created using one of the established templates, but the flexible nature means you can still perform changes in a separate multi-job. On-charging expenses is easy to set up for all related activities. Individuals concerned can be kept abreast of developments via email/reminders and multi-jobs, and individual activities and scheduling are immediately clear and adaptable using the Multi-Job Planner (Gant chart). Reports give managers insight into progress and any potential bottlenecks. MEDICAL TECHNOLOGY The Medical Technology module is available to provide support in controlling medical instruments in hospitals. It is a healthcare support tool that helps achieve more effective risk management and further improvements in the quality of medical technology. In terms of function, the module offers support with regard to standardised risk classifications, maintenance classifications and (bulk-wise or batch-wise) periodic maintenance, extended work flows with instrument release and acceptance by care staff, extensive insight via a Self Service application and Management Dashboards and various additional functionalities. A separate product leaflet is available should you require further information about the Medical Technology module. FLEET MANAGEMENT The fleet probably also forms an important part of your assets. Whether you have company cars or pool cars, proper management ensures that servicing (MOTs, interim and full services) is planned efficiently. What is more, the Fleet Management module enables you to record each car s equipment and manage damage, insurance policies and contracts. COM MISSIONING The Commissioning module was developed especially for the Belgian market. This module makes it possible to process commissioning dossiers digitally and efficiently and thus ensure safety. These commissioning dossiers have been made mandatory by the Belgian legislator in the event of commissioning of various types of work equipment. We can provide you with additional documentation on the benefits and methods of the Commissioning module. ULTIMO NOTIFICATIONS The Event Manager option enables the user to be kept informed of changes in the Ultimo database, such as new reports, work that has been carried out, contracts that are due to expire, and so forth. This feature keeps you up-to -date about important events. You can be notified in a number of different ways, namely by pop-ups, emails, auto reports, and so on. 16

ULTIMO AUTHORISATIONS Ultimo offers many authorisation options as standard. For example, it is possible to specify per user group or individual user which roles and which permissions a group or user has within Ultimo. There is also the option of being able to authorise users at record level. This applies when, for example, you want to allow a specific department to be able to search in Ultimo only for data that are of relevance to that department. It is also possible to allow multiple sites to run on a central database and to set authorisations per site. In this way, you ensure that Ultimo works as effectively as possible, employees are not over-burdened and any sensitive information can be protected. ULTIMOBILE It is possible to utilise the various options offered by Ultimo to optimise work efficiency. There are mobile options available for laptops, pocket PCs, PDAs, (barcode) data collectors and mobile phones, and the options also include working with a direct Wifi, GPRS or UMTS connection, possibly supported by Citrix or Terminal Server. BUSINESS INTEGRATION Business Integration is of great importance in order to gain the best return from the various applications that you are using. Integrating the Ultimo software with other business software enables you to work more efficiently. Ultimo s open architecture also enables you to integrate it with many relevant applications (both standard and customised interfaces). A number of examples include: Microsoft Office, AutoCAD Drawing Viewer, AutoCAD integration, building management systems, ERP systems, HRM systems, Active Directory, measuring systems, price books/cost databases, document management systems, key management systems, network inventory tools, etc. To create interfaces, various standard business integration packages have been composed, which can be used to design relatively cheap, modern, robust and easily maintainable interfaces, based on web services. We will be happy to provide you with more information. BUSINESS REPORTING Have the objectives been achieved and is the execution in line with the strategy? This is an important question for the person responsible for facility management and the management or board of your organisation. We believe that a software application can only prove its usefulness if it can readily provide management and operational information, because one of the most important reasons for using software is to make information about day-to-day operations easy to view and understand. The many reports delivered as standard with this software mean that you are able to retrieve information easily about operational activities and management information. It is also easy to add new reports using an external report generator. Would you prefer to have insight into key indicators at a glance? Then use the Dashboard Designer module, which you can use to gain insight into your Key Performance Indicators using graphic Dashboards. = Standard = Optional Service Desk Property Management Resource Management Issued Resources Management Work Order Management Cost Registration Master Data Management People Management Self Service IT Service Management Reservations Visitor Registration Key Management Removals Stock Management & Purchasing Periodic Maintenance Project Management Time Accounting Contract Management Lettings Administration Condition Measurement Long-Term Maintenance Planning = Partly as standard, partly optional Depreciation Graphic Replacement Planning Multi-jobs Medical Technology Fleet Management Commissioning Ultimo Notifications Ultimo Authorisations Ultimobile Business Integration Business Reporting 17

Ultimo Technology The power of the Ultimo software lies in the combination of different elements. User-friendliness was an important starting point in developing the wide-ranging modular solution. Another basic principle is the ability to apply flexibility, as a result of which the software can be adapted to your business processes. High-quality innovative technologies were used in developing the software. 18

MODERN AND USER-FRIENDLY You have probably noticed a few of the illustrations of our software while reading this brochure. During development, a great deal of attention was paid to creating an exciting and modern design for the application. But an application should not only appeal to the eye, user-friendliness is what ultimately determines its success. An engaging user interface, handy explorers, functional tabs, easy-to-follow breadcrumb trails and, where possible, informative pictograms make Ultimo really easy and enjoyable to use. This is an important condition for ensuring good penetration of the software within your organization. FLEXIBILITY Ultimo Maintenance Management is a leading standard software product that offers the option to adapt it. This element of flexibility will only be applied if you are able to gain any added value, additional return or ease of use from it. For this purpose, our Ultimo Customization Tool, which was developed in-house, is used, and which allows the software to be adapted without any programming being necessary. Our consultants can make these adaptations for you, but if you so desire your own application administrator can also undertake this him/herself to a large extent. We have included various training courses in our service package especially for this purpose in order to lend support in this regard. Your unique adaptations will of course be retained when updates are made to the software. HIGH-QUALITY AND INNOVATIVE TECHNOLOGY The current web application Ultimo Maintenance Management has been developed using Microsoft technology and is based on an innovative framework. The basic principles in this framework are superior quality in terms of robustness, functionality and flexibility, maintainability, scalability (suitable for both large and small organizations, which may be spread over multiple sites and/or countries) and the ability to easily expand it on a modular basis. The database management systems MS SQL and Oracle are used. A current list of hardware and software requirements is available from us upon request. 19

Our Services In our view, effective support in the form of a comprehensive services package forms one of the most important factors in successfully implementing a software application in your organization. The important key values in the service we provide to you are involvement in your situation, a pragmatic attitude, a professional and well thought-out implementation method and expert service provision. IMPLEMENTATION In order to provide you with a fully-functioning product in accordance with your wishes and requirements, we have developed the U&I² implementation method, based on more than 24 years of experience and project management method PRINCE2 *. U&I² stands for Ultimo & Implementation and for You and I, in view of our interactive implementation method, in which we work towards the perfect solution in partnership with you as the client. U&I² is therefore more than synergy, it is about success squared. Once the objectives, your current situation and Business Case have been mapped out, the implementation can begin. In outline, implementation goes through the following project stages: preliminary stage, project initiation, realization and project conclusion. Despite the fact that we endeavor as much as possible to follow a well though-out step-by-step plan in applying the U&I² implementation method, this does not mean that the steps to be taken are the same for every organization. Furthermore, we believe in the flexible application of the U&I² implementation method. A relatively small implementation method may consist of a relatively short duration of the project, in which pragmatism forms the focus. Larger implementation methods, on the other hand, sometimes requires the use of all possible tools that are used in the U&I² implementation method. This implementation method therefore lends itself very well to this end and together with you we will ensure that the project runs successfully. Effective project management is important in larger implementation processes and in many cases the general project management is provided by a project manager from the client or an external party. If required, however, this can also be provided by an Ultimo consultant/ project coordinator. Thanks to our many years of experience, the consultants possess extensive expertise and are able to advise about suitable design and usage of your system. Where extensive organizationrelated advice is necessary, Ultimo consultants can also work effectively in conjunction with organizational consultants. *PRINCE2 is a Trade Mark of the Office of Government Commerce TRAINING COURSES The fact that the Ultimo software is characterized by a high level of user friendliness and was developed on the basis of everyday practice ensures that acceptance of the system usually runs smoothly. Even so, it is wise in many cases to have key users trained in using the software. They become fully acquainted with the features of the software and they are able to apply this knowledge in daily practice. Improving knowledge often results in greater return and training courses are also often followed in preparation for an upcoming implementation stage in order to ensure that parties are able to act as effective contacts during implementation and that they contribute towards its success. Our References The Ultimo software is used by more than 1,000 organisations in every conceivable sector. The software s scalability means that it is used by small, medium-sized and large organisations. 20