THE FACILITY MANAGER'S GUIDE TO INFORMATION

TECHNOLOGY SECOND EDITION

GEOFF WILLIAMS MICHAEL MAY

TABLE OF CONTENTS

Preface XXIII Michael May, Geoff Williams

1 Hie Relationship Between FM and IT 27 Kevin Janus

2 Technologies and Their Impact on FM 31

Julie Knudson, Kevin Janus

2.1 Introduction 31

2.2 Factors of Change 32 2.2.1 Advances in Technology 32 2.2.2 Violence and Terrorism 33 2.2.3 The Internet 34 2.2.4 Internet of Things 35 2.2.5 Mobile Devices 36 2.2.6 Expectations 37

2.3 Types of Technology 37 2.3.1 Software 38 2.3.2 Beyond Software 39

2.4 Increased Responsibilities 41

2.5 Revenue and Efficiency 41

2.6 Information Management 43

2.7 Evolving Relationships and Expectations 44 2.7.1 Customer Relationship Management 44 2.7.2 Alerts 45 2.7-3 Information Sharing 46 2.7.4 Collaboration with IT Groups 46

2.8 Impact on FMProfessionals 47 2.8.1 Collaboration amongFMs, Partners, Vendors 47 2.8.2 Facility Management Education 47

2.9 Issues and Hurdles 48

2.10 Summary 49

3 IT Basics for Facility Managers 51 Marco Jedlitzke, Rick Corea, Joachim. Hohmann,

Michael Marchionini, Michael May, Marko Opic, Ted Ritter, Geoff Williams

3-1 The Importance of Information Technology for Facility Management 51

3-2 Networks 52 3.2.1 General Description of Computer Networks 52 3-2.2 Structure of Networks 54 3-2.3 Data Communication in Networks 55 3-2.4 Expansion of Networks 56 3.2.5 Internet, Intranet, and Extranet 57

3.3 Databases 58

3.4 Graphic Data Processing and CAD 60

3-5 Software 3.5.1 Software Life Cycle

64 64

3.5.2 Influence of the Software Architecture 66 3-5.3 Web Services as a Platform for the Realization of

Distributed Objects 69 3-5.4 Cloud Based Applications 74

3.6 Open-Source Software in Facility Management 76 3- 6.1 Open Source as an Idea 76 3.6.2 Open Source and CAFM 77 3-6.3 An Open-Source CAFM Project 77

3.7 Summary 78

4 Mobile Technologies and IT Interfaces 79 Marco Jedlitzke, Dhaval Gajjar, Joachim Hohmann,

Michael Marchionini, Michael May, Marko Opic, Geoff Williams

4.1 Mobile Technologies 79 4.1.1 Identification by Means ofQR Code, Bar Code or

RFID 80 4.1.2 Mobile Devices 82 4.1.3 Mobile Technologies as a Component of a CAFM

Solution 85

4.2 Interfaces 87 4.2.1 Necessity for the IT Integration 87 4.2.2 Classification of Interfaces 88 4.2.3 Organization of Data Exchange 90

4.3 IT Operating Concepts 91 4.3.1 Technical Operating Concepts 92 4.3.2 Organizational Operating Concepts 93

4.4 Summary

5 IT Security for Facility Managers 97 Marco Jedlitzke, Jason Doolittle, Joachim Hohmann,

Michael Marchionini, Michael May, Marko Opic,

Geoff Williams

5.1 Security 97

5-2 Data and Security Concepts in CAFM 98

5-3 General Security Aspects 98

5-4Authorization Concepts 99

5.5 Data Communication Outside of a LAN 100 5.5.1 Information Dissemination via the Internet 100 5.5.2 Security in Wireless Local Area Networks 101 5.5.3 Remote Access and Virtual Private Networks

(VPNs) via the Internet 102 5-5-4 Firewall Security Between Networks 102

5- 6 Mobile Devices 103

5.7 Data Protection 104

5-8 Security in the Cloud 104 5-8.1 Securing Data in Transit 106 5.8.2 Securing Data at Rest 106 5-8.3 Service Availability 107

5.9 Summary 108

6 Facility Management and CAFM 111 Michael Marchionini, Dan Rusch-Fischer,

Joachim Hohmann, Bill Jordan, Michael May, Ted Ritter

6.1 What Is (CA)FM? I l l

6.2 Why CAFM? 115

6.3 FM vs. CAFM? 118

6.4 Historical Development 119 6.4.1 The 1960s and 1970s—Mainframe,

Minicomputers and Modest Beginnings 119 6.4.2 The 1980s—The Personal Computer, the

Crucial Innovation 120 6.4.3 The 1990s—Microsoft as the Dominant

IT-Platform 120 6.4.4 CAFM "Generations" 121 6.4.5 The Twenty-first Century—The Internet

Changes Everything 122

6.5 Structure of the FM Market 122 6.5.1 FM and CAFM Market 122 6.5.2 Historical Structure of the (German) CAFM

Market 123

6.5.3 Vendor Structure of the (German) CAFM

Market 124

6.6 CAFM Developments and Trends 126

6.7 CAFM—A Computer Science Discipline? 127

6.8 Summary 128 7 FM Applications to be Supported by IT 131

Michael May, Simon Davis, Gary Kropp, Marco Opic

7.1 General 131

7.2 Facility Inventory Documentation 132

7.3 Space Management 141

7.4 Contract Management 143

7.5 Cleaning Management 145

7.6 Move Management 147

7.7 Energy Management 148

7.8 Maintenance Management 150

7.9 Facility Condition Assessments 154

7-10 Security and Access Control Management 156

7.11 Property Management—Leases and Rentals 158

7-12 Operating Cost Management 159

7.13 Financial Management 159

7.14 Other Applications 163

7-15 Summary 164

8 Economic Benefits of a CAFM Implementation 165 Marco Hojmann, Joachim Hohmann, Stefan Koch,

Michael May, Ted Ritter

8.1 Is CAFM Useful? 165 8.1.1 Principal Considerations 165 8.1.2 A Typical Unsuccessful CAFM Project 166 8.1.3 A Success Story 168

8.2 ROI Measurements 171 8.2.1 ROI Organizational Measurement 171 8.2.2 R 01 Dri ver Model 172 8.2.3 The ROI Power Measurement 182

8.3 Assessment of the ROI Measurement 183 8.3.1 General Classification 183 8.3.2 Quantitative Evaluation 186 8.3.3 Delphi Method 186

8.4 Implementation in Practice 187 8.4.1 General Approach 187 8.4.2 Approach—ROI Functional Measurement 187 8.4.3 Two Examples 189 8.4.4 Consequences of "ROI Driver Ranking" on

Further Measures 194

8.5 Practical Example of Economic Analysis 195 8.5.1 A CAFM Case Examined 195 8.5.2 Transparency and Standardization of the

Overall Data 196 8.5.3 Analysis of Allocation, Space Usage, and Vacancy 198 8.5.4 Move Planning, Simulation, and Execution 199 8.5.5 Security and Key/Lock Management 200 8.5- 6 Cleaning Management 202 8.5.7 Maintenance and Inspection of Technical

Inventory 203 8.5.8 Failure-based Maintenance and Helpdesk 204 8.5.9 Building Service Charges for Tenants and Users 206 8.5.10 Real Estate Valuation / Portfolio Management 207 8.5.11 Results of Cost-Benefit Analysis 208

8.6 How to Build a CAFM Business Case - A Practical Approach 208 8.6.1 GEFMA's Guideline on Economic Benefits of

CAFM 208 8.6.2 Cost Estimate 209 8.6.3 Assessment of Quantitative Value Drivers 210 8.6.4 Qualitative Value Drivers 211 8.6.5 Activity-Based Costing Approach 212

8.7 Summary 212

9 FM Business Processes and Their IT Implementation 215

Kevin Janus

9.1 What Is a Process? 215

9-2 Facility Management Process 216 9.3 Primary Processes 217

9.3-1 Primary Process for One Group 217 9.3.2 Workflow for One Group 218

9.4 Task Flow for One Process 219

9.5 Information Flow for One Process 220

9.6 Perform the Analysis 222

9.7 Summary 222

10 Data Transfer and Data Exchange for CAFM 223 Michael May, Carlos Casillas, Stefan Koch, Marko Opic,

Eberhard Laepple, Geoff Williams

10.1 The Importance of the Database for a CAFM System 223

10.2 Data Format and Data Structuring 224

10.3 Data Transfer for CAFM 232 10.3.1 level of Detail and Associated Costs 232 10.3.2 Capture of Floor Plans 235 10.3.3 Collection of Room and Equipment Data 241 10.3.4 Collection of External Documents 243 10.3.5 New Facility Planning in Accordance with FM 243

10.4 Indoor Digitization by 3-D Scanning Technology 245

10.4.1 Potential 245 10.4.2 Indoor Digitization 246 10.4.3 Data Capture with a Mobile Trolley 247 10.4.4 From Point Cloud to BIM 248 10.4.5 Browser Visualization and Indoor Navigation 250 10.4.6 Application Area 256

10.5 Data Preparation for the Import into CAFM Systems Systems 257

10.5.1 CAD As-Builts 257 10.5.2 Room and Equipment Data 257

10.6 Quality Assurance and Data Preparation of Alphanumeric Data 257

10.6.1 General Approach 257 10.6.2 Definition of the Requirements 258 10.6.3 Collection of Data on Site 260 10.6.4 Automated Check of Data 261 10.6.5 Software Solution for the Automated Quality

Assurance 262 10.7 Data Exchange in CAFM 263

10.7.1 General 263 10.7.2 Approach During the Implementation Phase 263 10.7.3 Approach During the Operating Phase 264 10.7.4 Exchange of Structured Tables 266 10.7.5 Exchange of Documents 267 10.7.6 Exchange of Structural Building Data 267

10.8 Summary 268

11 CAFM Systems 271 Stefan Koch, Simon Davis, Nicole Lobb,

Michael Marchionini, Michael May, Geoff Williams

11.1 CAFM Software vs. CAFM Systems 271

11.2 Requirements on CAFM Systems 273

11.2.1 The Process of Defining Requirements 273 11.2.2 User Interface Requirements 276 11.2.3 Reporting Requirements 277 11.2.4 Requirements for the Process Support 278 11.2.5 Requirements for Data Supply 280

11.3 System Concepts and System Structure 281

11.4 CAFM System Characteristics 282 11.4.1 CAFM System Based on a CAFM Software 282 11.4.2 CAFM System Based on Several CAFM

Products 283 11.4.3 CAFM System Based on CAFM and ERF

Software 284 11.4.4 CAFM System Based on ERP and CAD

Software 286 11.4.5 CAFM System with Coupling to a BMS 292

11.5 Data Storage 292

11.6 Integration of CAFM Components 293 11.6.1 Interfaces in CAFM Systems 293 11.6.2 CAFM System with Integration by Data

Warehouse 300 11.6.3 CAFM System with Integration by

Middleware 304

11.7 CAFM and Internet 307 11.7.1 Overview of the Application Scenarios 307 11.7.2 Available Solutions 308

11.8 Summary 315

12 Selection of CAFM Software Joachim Hohmann, Russ Burletv, Kevin Janus,

Nicole Lobb, MichaelMarchionini

317

12.1 General 317

12.2 Functional Specifications Document as a Basis of a Request for Proposal 319

12.2.1 Description of Project 320 12.2.2 Performance Specifications 321 12.2.3 IT Requirements 322 12.2.4 Interfaces 324 12.2.5 Data Acquisition and Transfer 324 12.2.6 Customizing 324

12.3 Standardized Procurement and RFP 326 12.3.1 General Form and Contents 327

12.4 Summary 328

13 Implementation Strategies for CAFM 329 Michael May, Robert Bums, Chris Keller, Nicole Lobb,

Michael Marchionini

13.1 Overview and Issues 329

13.2 Project Plan 330

13.3 Standardized Procurement and RFP 332 13-3.1 General Form and Contents 333

13.4 The CAFM Implementation Process 337 13.4.1 Conception Phase 337 13-4.2 Selecting a Consultant (Optional) 346 13.4.3 Software and Vendor Selection Phase 348 13-4.4Implementation Phase 351 13-4.5 System Development and Use 353

13.5 Implementation Strategies 355 13.5.1 Initial Considerations 355 13.5.2 Analytic Approach 356 13.5.3 Pragmatic Approach 357

13.6 Summary 359

14 IT-Based Strategic Space Optimization in FM 363 Michael May, Michael Marchionini

14.1 The Challenge 363

14.2 Unused Potentials 365

14.3 Space Utilization Optimization 365

14.4 The Problem 367

14.5 The Solution 368

14.6 Modeling the Building Structure 369

14.7 Results 370

14.8 Sample Project: District of Berlin-Spandau 372

14.9 Other Projects 376

14.10 Summary 377

15 The International FM/IT Relationship 379 Michael May, TedRitter

15.1 IT—an Enabling Technology for FM 379

15.2 IT and Facility Management 380

15.3 International Development of IT in FM 382

15-4 State of the Art in International IT Use in FM 386

15-5IFMA Survey on Technology Trends in FM in North America 389

15-6 General Problems and Obstacles 394

16 CAFM Trends and Outlook 399 Ted Ritter, Michael May, Maik Schlundt

16.1 Trends in FM/IT 399 16.1.1 New Software Technologies 400 16.1.2 New Hardware Technologies 402

16.2 Augmented Reality in FM 403

16.3 IT/FM in 2020 407

17 Information System Strategies in Facility Management 411 Poul Ebbesen

17.1 Introduction 411

17.2 IS Strategy 411

17-3 A Method for Analyzing IS Strategies 412

17.4 Analyzing IS Strategies in IS Implementation Cases 4l4 17-4.1 Case C 4l4 17.4.2 Case D 415

17.5 Basic IS Strategies in FM 417

17.6 Summary 420

18 Internet of Things Around Buildings Erik Jaspers, Michael May

423

18. J Assessing Potentials of Technologies 423

18.2 Adopting New Technologies 424

18.3 Io Tand Related Technologies 425 18.3.1 Internet of Things 425 18.3.2 Io Tfor RE &FM 426 18.3.3 IoTon User-Experience 430 18.3.4 IoT on Climate 431 18.3.5 IoT on Consumption 433 18.3.6 IoT on Condition 434 18.3.7 IoT on User Demand 436 18.3.8 IoT Crossovers 438 18.3.9 Implementing IoT 442 18.3.10 IoT Networking Around Buildings 445 18.3.11 A New Class of Building-Related Assets 446 18.3.12 Tracking Human Behavior 447 18.3.13 IoT Adoption 448

18.4 Big Data of a Data Strategy 448

18.5 Smart Technologies 450 18.6IFTTT-If This Then That 452

18.7 Tactics on Io T and Big Data 453

18.8 IoT and 1WMS / CAFM 454

18.9 Summary 457

19 Data-Driven Facility Management 459 Jason Doolittle, Simon Davis

19-1 Metrics and Benchmarks 460

19.2 Data Collection and Storage 462

19.3 Data Analytics and Machine Learning 463

19.4 FM Process Analytics 466 19.4.1 Historical Analytics 467 19.4.2 Operational Analytics 468 19.4.3 Predictive Analytics 469

19.5 Analytics for Building Control and Monitoring

Systems 470

19.6 Example - Excess Reheat 471

19.7 Summary 471 Appendix 1: Nokia 473

Bruno Demunter

A1.1 Corporate Overview 473

A1.2 Real Estate Related Data 475

A1.3 FM Goals and Politics 475

A1.4 The Initial Situation 477

A 1.5 The IWMS Project 479

Al.5.1 Preparation of the Project: Project-to-Value Mapping 479

Al.5.2 Start of the Project with a Pilot Focused on FM 481

Al. 5-3 Proof of Concept Focused on Property Management (PM) 482

Al.5.4 Roles and Responsibilities 484 Al.5.5 Program Governance 485

Al.5.6Project Schedule 486 A1.5.7 Space Data Capture and Management 486 Al.5.8 Global Reporting of Space Costs and Allocation

to Business Units 488 Al.5.9 Collaboration with Outsourced Service

Provider 489

A1.6 Results and Lessons Learned 491

Appendix 2: United States Department of Energy 493 RSMeans

A2.1 Corporate Overview 493

A2.2 Requirements 493

A2.3 Methodology 494

A2.4 Outcomes 495

Appendix 3: St. Mary's General Hospital / Grand River Hospital 497

Geoff Williams, Roger Holliss

A3.1 Corporate Overview 497 A3.1.1 St. Mary's General Hospital 497 A3-1.2 Grand River Hospital 498

A3.2 Restructuring of Health Care in Ontario 499

A3.3 Real Estate Related Data 499 A3.3.1SMGH 499 ^3.3.2 GRH 500

A3.4 The Initial Situation 500

A3.5 The CAFM Project 501

A3.6 Project Schedule 502

A3.7 Results and Lessons Learned 503

Appendix 4: IBM Carnegie Mellon 505 Dan Coffelt

A4.1 Overview 505

A4.2 Business Need 506

A4.3 Solution 507

A4.4 Benefits 510

Appendix 5: Munich Airport 511 Michael May, Geoff Williams

A5.1 Corporate Overview 511

A5.2 Real Estate Related Data 515

A5.3 FM Goals and Politics 518

A5-4 The Initial Situation 520

A5.5 The CAFM Project 521 A5.5.1 Requirements of the CAFM Software and its

Architecture 521 A5-5-2 Project Schedule 527

A5.6 Experiences and Lessons Learned 533

Appendix 6: Denver International Airport 537 Ted Ritter, Daniel Stonecipher

A6.1 Corporate Overview 537

A6.2 Real Estate Related Technology Initiative 540

A6.3BIM Pilot 541 A6.3.1 BIM to Maximo Goals 541 A6.3.2 BIM to Maximo Pilot 541 A6.3.3 Keys to Success 543

A6.4 Asset Management Technology Process & Standards 544

A6.5 Application Service Provider Perspective 548

Appendix 7: Xavier University 551 Brian Haines

A7.1 Background 551

A7.2 Project Summary 552

A7.3 Challenges 553

A7.4 Solution 553

A7.5 Path to Better Projects 553

A7.6 BIMfor FM 554

A7.7 Result 556

Appendix 8: Security for Building Control Systems 557 Jason Doolittle

A8.1 Overview 557

A8.2 Awareness 558 A8.2.1 Example 1: Common Control Protocols 559 A8.2.2 Example 2: Control System Web Interfaces 560 A8.2.3 Example 3: IoTis a Security Nightmare 560

A8.2.4 Example 4: Wi-Fi is Risky 562

A8.3 Technology 563 A8.3.1 Encryption 563 A8.3.2 SSL/TLS/DTLS 564 A8.3.3 Virtual Private Network (VPN) 564

A8.4 Best Practices 566

A8.5 Conclusion 570

Appendix 9: Building Information Modeling 571 Content based on information provided at Wikipedia.com

A9.1 Overview 571

A9.2 BIM Origins and Elements 573

A9.3 Definition 573

A9.4 BIM Throughout the Project Life-Cycle 574 A9.4.1 Management of Building Information

Models 574 A9-4.2 BIM in Construction Management 574 A9.4.3 BIM in Facility Operation 575 A9.4.4 BIM in Land Administration and Cadastre 576

A9.5 BIM Software 576 A9.5-1 Non-Proprietary of Open BIM Standards 577

A9.6 Anticipated Future Potential 577

Appendix 10: Checklist for the Implementation of a CAFM System 583

Michael Marchionini, Michael May

Appendix 11: Sources of Figures 591 Ted Ritter, Michael May, Geoff Williams

Authors 595

IFMA IT Community and GEFMA 613

References 615

Index 623