Tivoli Software
© 2005 IBM Corporation
IBM Maximo for Service Providers:Internal and Shared Service Providers
Angela C. PittsMarket Management for Service [email protected]
Tivoli Software
© 2003 IBM Corporation2
Agenda
Overview of Internal Service Providers
Business Needs
Key Features
Business Value
Helpful Reference Material
Questions?
Tivoli Software
© 2003 IBM Corporation3
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
Tivoli Software
© 2003 IBM Corporation4
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
Tivoli Software
© 2003 IBM Corporation5
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
Tivoli Software
© 2003 IBM Corporation6
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
Tivoli Software
© 2003 IBM Corporation7
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
Tivoli Software
© 2003 IBM Corporation8
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
Tivoli Software
© 2003 IBM Corporation9
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
Tivoli Software
© 2003 IBM Corporation10
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
Tivoli Software
© 2003 IBM Corporation11
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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© 2003 IBM Corporation12
Customer Information
Global or unique
Global or unique
Tivoli Software
© 2003 IBM Corporation13
Service Level Management
Real-time KPI-based
dashboards
Configurable graphical
representation
Visibility of performance metrics and SLAs
Tivoli Software
© 2003 IBM Corporation14
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
Tivoli Software
© 2003 IBM Corporation15
Response Plans
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© 2003 IBM Corporation16
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
Tivoli Software
© 2003 IBM Corporation17
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
Tivoli Software
© 2003 IBM Corporation18
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.
Tivoli Software
© 2003 IBM Corporation19
Angela PittsMarket Management
Service [email protected]
Bo BattyProduct ArchitectService Providers
Don BusiekProduct Management
Maximo Product [email protected]
Contacts