Front cover

Implementing IBM
Maximo for
Service Providers
Learn best practices for implementing
IBM Maximo for Service Providers

Experiment with real

life scenarios

Understand the
product components

Vasfi Gucer
Bo Batty Murat Kipel
Dashiell Borges Zaid El Labadi
Bruno Costa Evelyn Murasaki
Juan Faustino Johnny Pedrozo
Alfredo Ferreira Viviane Silva
Hilton Filho Matheus da Silveira
Dirceu Filho Peterson Tamarindo

ibm.com/redbooks
International Technical Support Organization

Implementing IBM Maximo for Service Providers

November 2010

SG24-7891-00
 Note: Before using this information and the product it supports, read the information in
“Notices” on page xvii.

First Edition (November 2010)

This edition applies to IBM Maximo for Service Providers Version 7.1.
© Copyright International Business Machines Corporation 2010. All rights reserved.
Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADP
Schedule Contract with IBM Corp.
Contents

Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvii
Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xviii

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix
The team who wrote this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix
Now you can become a published author, too! . . . . . . . . . . . . . . . . . . . . . . . xxii
Comments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxii
Stay connected to IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxiii

Part 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Chapter 1. IBM Maximo for Service Providers overview . . . . . . . . . . . . . . . 3

1.1 Product overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.2 Key benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.3 Applications in IBM Maximo for Service Providers . . . . . . . . . . . . . . . . . . . 5
1.4 Challenges and business drivers that the product addresses . . . . . . . . . . . 8
1.5 Target organizations and audiences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 2. Architecture and components . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.1 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2.2 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.2.1 New applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
2.2.2 Extended applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2.2.3 Rewritten application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Chapter 3. Initial configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

3.1 Organization (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
3.2 Customer (SP). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
3.2.1 Creating customers and associating person to new customer . . . . . 29
3.3 Customer Objects (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
3.4 Security Groups (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
3.5 Domains (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
3.6 Locations (SP). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
3.6.1 Creating a location and associating it with a customer . . . . . . . . . . . 40
3.7 Service Address (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
3.7.1 Creating a service address associated with a customer location . . . 42

© Copyright IBM Corp. 2010. All rights reserved. iii

 3.8 Assets (SP) application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
3.8.1 Assets tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
3.8.2 Specifications tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
3.9 Configuration Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
3.9.1 Configuration Item tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
3.10 Associating classifications and customers . . . . . . . . . . . . . . . . . . . . . . . 49
3.11 Associating CI with a classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
3.12 Associating service items and customers . . . . . . . . . . . . . . . . . . . . . . . . 54
3.13 Service level agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
3.13.1 Conditions tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
3.14 Creating customer agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
3.14.1 Pricing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
3.15 Creating a response plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
3.16 Creating and configuring escalations . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
3.17 Bulletin Board (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Part 2. Use cases and scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Chapter 4. Service Desk scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

4.1 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
4.2 Applications involved. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.3 Scenario benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.4 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.4.1 Implementation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4.4.2 Pre-configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.4.3 Service Desk process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Chapter 5. Assets and locations scenario . . . . . . . . . . . . . . . . . . . . . . . . . 99

5.1 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.2 Applications involved. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.3 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.3.1 Implementation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.3.2 Pre-configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
5.3.3 Setting up a location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
5.3.4 Moving the assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Chapter 6. Billing scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

6.1 Business requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
6.2 Applications involved in this scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
6.3 Step-by-step implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
6.3.1 Creating a customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
6.3.2 Creating a customer agreement with a price schedule . . . . . . . . . . 110
6.3.3 Creating a response plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
6.3.4 Creating a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

iv Implementing IBM Maximo for Service Providers

 6.3.5 Creating a customer billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Chapter 7. Customer agreement scenario . . . . . . . . . . . . . . . . . . . . . . . . 123

7.1 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
7.2 Applications involved. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
7.3 Step-by-step implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
7.3.1 Creating a customer agreement with price schedules . . . . . . . . . . 124
7.3.2 Creating the work order for non-emergency repairs . . . . . . . . . . . . 129
7.3.3 Creating the work order for emergency repairs. . . . . . . . . . . . . . . . 133
7.3.4 Creating the customer billing and bill review . . . . . . . . . . . . . . . . . . 134

Chapter 8. Migration Manager scenario . . . . . . . . . . . . . . . . . . . . . . . . . . 137

8.1 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
8.2 Applications involved. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
8.3 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
8.4 Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
8.5 Migration Manager components for IBM Maximo for Service Providers . 140
8.5.1 Migration Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
8.5.2 Migration Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
8.5.3 Object structures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
8.6 Step-by-step implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
8.6.1 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
8.6.2 Working in the source environment. . . . . . . . . . . . . . . . . . . . . . . . . 145
8.6.3 Working in the target environment . . . . . . . . . . . . . . . . . . . . . . . . . 153

Chapter 9. Preventive maintenance scenario . . . . . . . . . . . . . . . . . . . . . . 157

9.1 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
9.2 Applications involved. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
9.3 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
9.3.1 Implementation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
9.3.2 Pre-configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
9.4 The work order process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Chapter 10. Security groups scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

10.1 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
10.2 Applications involved. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
10.3 Step-by-step implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
10.3.1 Authorizing groups for customers on user’s person record. . . . . . 176
10.3.2 Authorizing groups for customers in the user’s person customer access
list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
10.3.3 The Authorizing Groups for Customers listed below option . . . . . 185
10.3.4 Authorizing groups for unrestricted customer level information . . 189
10.3.5 Authorizing the group for all customer information . . . . . . . . . . . . 192

Contents v
 Chapter 11. Service level agreement (SLA) time zone scenario . . . . . . . 195
11.1 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
11.2 Applications involved. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
11.3 Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
11.4 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
11.4.1 Implementation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
11.4.2 Pre-configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
11.4.3 Applying SLA to a non severity-1 service request. . . . . . . . . . . . . 203

Chapter 12. Pricing scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

12.1 Business needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
12.2 Use case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
12.3 Implementation of pricing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Chapter 13. Service Desk tickets and solutions restricted by Service

Provider customers scenario. . . . . . . . . . . . . . . . . . . . . . . . . . 235
13.1 Business requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
13.2 Integrating IBM Tivoli Service Request Manager with IBM Maximo for
Service Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
13.2.1 Scenario and products involved in the integration . . . . . . . . . . . . 236
13.2.2 Benefits of this integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
13.2.3 Installing IBM Maximo for Service Providers on top of IBM Tivoli
Service Request Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
13.3 Step-by-step implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
13.3.1 Initial customization for this scenario . . . . . . . . . . . . . . . . . . . . . . 238
13.3.2 Operating the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
How to get Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

vi Implementing IBM Maximo for Service Providers

Figures

2-1 Customer application main tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2-2 Customer Agreement application main tab . . . . . . . . . . . . . . . . . . . . . . . . 14
2-3 Price Schedules tab in Customer Agreement application . . . . . . . . . . . . . 15
2-4 Service Address application main tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2-5 Customer Billing application main tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2-6 Bill Review application main tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2-7 Sales Order application main tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2-8 Response Plan application main tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2-9 Customer Objects application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2-10 SLA application main tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
3-1 Work Order Options, Edit Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
3-2 SLA Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
3-3 Service Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3-4 Billing Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
3-5 Customers (SP). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
3-6 Change Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
3-7 People (SP) application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
3-8 Create Default Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3-9 SR objects (part of the window is cut for readability) . . . . . . . . . . . . . . . . 33
3-10 System Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
3-11 Security Groups (SP) application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
3-12 New tab, Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
3-13 Security Groups (SP) application: options . . . . . . . . . . . . . . . . . . . . . . . 35
3-14 Individual Customer Authorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
3-15 Domains (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
3-16 Customer REDBOOKCUS_A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
3-17 Customer REDBOOKCUS_B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
3-18 Work order for REDBOOKCUS_A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
3-19 Work order for customer REDBOOKCUS_B . . . . . . . . . . . . . . . . . . . . . 39
3-20 Locations (SP) application: 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
3-21 Locations (SP) application: 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
3-22 Associate system with location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
3-23 New service address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
3-24 Set the value for Service Address field to 6 . . . . . . . . . . . . . . . . . . . . . . 43
3-25 Service Address tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
3-26 Assets application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
3-27 Customer associations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
3-28 Customer associations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

© Copyright IBM Corp. 2010. All rights reserved. vii

 3-29 Asset tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
3-30 Configuration Item. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
3-31 Configuration Item tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
3-32 Classification (SP). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
3-33 Classifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
3-34 Message window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
3-35 Show/Manage Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
3-36 Classification children . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
3-37 Add a Children with a different customer . . . . . . . . . . . . . . . . . . . . . . . . 53
3-38 Associate Customers with the Children . . . . . . . . . . . . . . . . . . . . . . . . . 53
3-39 Associate CI with a classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
3-40 Service Items (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
3-41 Service Level Agreement application . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
3-42 New service level agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
3-43 New commitment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
3-44 SLA with other associated SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
3-45 Conditions tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
3-46 Internal Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
3-47 Create a Customer Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
3-48 Customer Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
3-49 Price Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
3-50 Create a new labor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
3-51 Create a new labor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
3-52 Adding Materials Pricing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
3-53 Adding services pricing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
3-54 Adding tools pricing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
3-55 Response Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
3-56 Response plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
3-57 Response plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
3-58 Response plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
3-59 Response Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
3-60 Response plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
3-61 Create an escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
3-62 Create an escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
3-63 Create an escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
3-64 Create an escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
3-65 Bulletin Board (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
3-66 Bulletin Board (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
4-1 Process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
4-2 Creating a Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
4-3 Service Level Agreements: Commitment configuration . . . . . . . . . . . . . . 84
4-4 Service Level Agreements: Escalation configuration . . . . . . . . . . . . . . . . 84
4-5 Response Plan configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

viii Implementing IBM Maximo for Service Providers

4-6 Action and Notification added in the Response Plan . . . . . . . . . . . . . . . . 87
4-7 Searching for a solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
4-8 Ranking a solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
4-9 Creating a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
4-10 Taking screenshots with Screen Capture feature . . . . . . . . . . . . . . . . . . 92
4-11 Viewing the Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
4-12 Adding attachments and comments into the service request . . . . . . . . . 93
4-13 Service Request with a Response plan applied . . . . . . . . . . . . . . . . . . . 95
4-14 Response Plan History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
4-15 Changing the status to In Progress. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
4-16 Adding worklogs into the service request . . . . . . . . . . . . . . . . . . . . . . . . 97
5-1 New location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
5-2 Move/Modify Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
5-3 Move Modify Assets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
5-4 Setting the location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5-5 Figure 5 - 6: Load changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
5-6 System message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
6-1 CompanyA Customer Agreement details . . . . . . . . . . . . . . . . . . . . . . . . 111
6-2 Price Schedule example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
6-3 High priority condition configuration of a price schedule. . . . . . . . . . . . . 113
6-4 Pricing rules configuration of Services in the high priority price schedule114
6-5 Pricing rules configuration of Services in WOSCHED price schedule . . 114
6-6 Response plan example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
6-7 Associate Customer response plan action . . . . . . . . . . . . . . . . . . . . . . . 116
6-8 Service Request: Details, asset, location and customer details . . . . . . . 117
6-9 Service Request affected person and priority details . . . . . . . . . . . . . . . 117
6-10 Apply Response plan confirmation message . . . . . . . . . . . . . . . . . . . . 118
6-11 Apply Response Plan action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
6-12 Customer Billing details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
6-13 Bill Review details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
7-1 Customer Agreement application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
7-2 Price Schedule tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
7-3 Conditions tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
7-4 Materials tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
7-5 Services tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
7-6 Price Schedules tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
7-7 Conditions tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
7-8 Materials tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
7-9 Work order with planned item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
7-10 Work order with planned service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
7-11 Work order in execution with an item . . . . . . . . . . . . . . . . . . . . . . . . . . 131
7-12 Work order in execution with a service item . . . . . . . . . . . . . . . . . . . . . 132
7-13 Customer Agreement application: Select Action menu . . . . . . . . . . . . 133

Figures ix
 7-14 Select / Deselect Price Schedule action . . . . . . . . . . . . . . . . . . . . . . . . 134
7-15 Customer Billing application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
7-16 Bill Batch Lines for each work order record . . . . . . . . . . . . . . . . . . . . . 135
7-17 Transactions lines for each Bill Batch line. . . . . . . . . . . . . . . . . . . . . . . 135
8-1 The Migration menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
8-2 The Migration Manager application: Package Definition tab . . . . . . . . . . 140
8-3 The Migration Group application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
8-4 The DMPLUSPSLA object structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
8-5 The DMPLUSPRP object structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
8-6 The Set Where Cause dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
8-7 The Manage Targets dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
8-8 Migration Manager application - Distribution tab . . . . . . . . . . . . . . . . . . . 147
8-9 The select action Activate/Deactivate Package Definition . . . . . . . . . . . 148
8-10 The Upload Compiled Sources dialog box . . . . . . . . . . . . . . . . . . . . . . 149
8-11 The Processing Complete dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . 150
8-12 The package is created. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
8-13 The Distribute Package dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
8-14 The Processing Complete dialog box - Distribute is finished . . . . . . . . 152
8-15 The Upload Package dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
8-16 The Deploy Package dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
8-17 The Processing Complete dialog box: Package Deployed . . . . . . . . . . 154
9-1 Job plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
9-2 Preventive maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
9-3 Service Level Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
9-4 Asset tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
9-5 Work order created . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
9-6 Work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
9-7 Plans tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
9-8 Work order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
9-9 First Labor (MECH Craft) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
9-10 Second Labor (ELECT Craft) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
9-11 Costs and prices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
10-1 The Security Groups (SP) application . . . . . . . . . . . . . . . . . . . . . . . . . 174
10-2 Authorize Group for Customer on User’s Person Record? option . . . . 176
10-3 Main tab in the People (SP) application . . . . . . . . . . . . . . . . . . . . . . . . 177
10-4 Cust/Vendor field is in the Workplace Information table . . . . . . . . . . . . 177
10-5 Users tab in the Security Groups application . . . . . . . . . . . . . . . . . . . . 177
10-6 Clicking the Select Users button displays a dialog with the active
customers in the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
10-7 Associate customers to the record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
10-8 Asset ASST01 is successfully retrieved . . . . . . . . . . . . . . . . . . . . . . . . 179
10-9 Error message informing user record couldn’t be found . . . . . . . . . . . . 180
10-10 Authorize Group for Customers in user’s person customer access list

x Implementing IBM Maximo for Service Providers

 option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
10-11 Associating customer to a person’s record . . . . . . . . . . . . . . . . . . . . . 182
10-12 Security Groups Users tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
10-13 Adding users to a given security group. . . . . . . . . . . . . . . . . . . . . . . . 182
10-14 Customer field in the Customer table . . . . . . . . . . . . . . . . . . . . . . . . . 183
10-15 Customer Agreements CA03 and CA04 are successfully retrieved . . 184
10-16 Error message informing user record cannot be found . . . . . . . . . . . . 184
10-17 Authorize Group for customers listed below option in the Security Group
application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
10-18 Security Groups (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
10-19 Security Groups (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
10-20 Adding customers to the security group’s Individual Customer
Authorization table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
10-21 Associating customers with the location . . . . . . . . . . . . . . . . . . . . . . . 186
10-22 Associating an asset to a location and to a customer: before saving the
record enter a Location. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
10-23 Only assets associated with the customers are shown. . . . . . . . . . . . 188
10-24 USER04 cannot to see those assets . . . . . . . . . . . . . . . . . . . . . . . . . 189
10-25 Authorize Group only for unrestricted Customer level information . . . 190
10-26 Users tab in the Security Group application . . . . . . . . . . . . . . . . . . . . 190
10-27 Associating users to the security group . . . . . . . . . . . . . . . . . . . . . . . 190
10-28 Work Order Tracking main tab and Customer field . . . . . . . . . . . . . . . 191
10-29 Record cannot be found message . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
10-30 Authorize Group for all Customers information option . . . . . . . . . . . . 192
11-1 Organization SLA Options configuration . . . . . . . . . . . . . . . . . . . . . . . . 198
11-2 Non severity 1 SLA Selection of Calculation Calendar section . . . . . . . 201
11-3 Condition Tab, SLA Criteria section of the SLA . . . . . . . . . . . . . . . . . . 203
11-4 Service Request Reported By. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
11-5 Service Request Affected Person . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
11-6 Service request asset, location, and customer . . . . . . . . . . . . . . . . . . . 204
11-7 Target dates after applying SLA for calendar and shift . . . . . . . . . . . . . 204
11-8 Person with 09X06-D shift applied . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
11-9 Re-apply SLA system message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
11-10 Target dates after applying SLA for calendar CALRB01 and shift
09X06-D . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
11-11 Person without a calendar and shift associated to it . . . . . . . . . . . . . . 206
11-12 Target dates after applying SLA for calendar CALRB01 and shift
12X05-D . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
11-13 Asset without calendar and shift applied. . . . . . . . . . . . . . . . . . . . . . . 207
11-14 Target dates after applying SLA for calendar CALRB01 and shift
12X05-N . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
11-15 SRRB01 with a 1 Internal Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
11-16 SLARB02 Applied to SRRB01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Figures xi
 11-17 Target dates after applying SLA for a severity 1 issue . . . . . . . . . . . . 209
12-1 Meters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
12-2 Locations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
12-3 Assets (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
12-4 Asset Meters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
12-5 Classifications List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
12-6 IT Issue Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
12-7 Use With PLUSPGBTRANS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
12-8 Use With PLUSPSALESORDER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
12-9 Customer agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
12-10 Revise Agreement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
12-11 Revise Agreement Dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
12-12 Price Schedules Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
12-13 Price Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
12-14 Classify . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
12-15 Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
12-16 Assets Under Management 1 to 60 assets . . . . . . . . . . . . . . . . . . . . . 223
12-17 Assets Under Management 61 to 120 assets . . . . . . . . . . . . . . . . . . . 224
12-18 Price Schedule S2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
12-19 IT Issue \ Hardware Issue \ Printer Hardware Issue . . . . . . . . . . . . . . 225
12-20 IT \ Computer Equipment \ Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
12-21 Printer Unit Price . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
12-22 Classify . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
12-23 Printouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
12-24 Sales Orders (SP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
12-25 Apply customer agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
12-26 System Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
12-27 Fees and Charges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
12-28 Fees and Charges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
12-29 Select / Deselect Price Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
12-30 Select / Deselect Price Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
13-1 Installation folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
13-2 Installing IBM Maximo for Service Providers from the Tivoli Service
Request Manager installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
13-3 Install Service Provider Common Components for Service Request
Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
13-4 Install Service Provider Support for Service Request Manager . . . . . . 238
13-5 The list with 42 objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
13-6 Activate the customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
13-7 On the tab list you can easily see both customers . . . . . . . . . . . . . . . . 240
13-8 Authorize Group for customers on User's Person record . . . . . . . . . . . 241
13-9 Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
13-10 Grant Listed Application button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

xii Implementing IBM Maximo for Service Providers

13-11 For all 3 applications the options available will be granted access for that
security group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
13-12 Grant Listed Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
13-13 Authorize Group for customers option . . . . . . . . . . . . . . . . . . . . . . . . 243
13-14 Activate the user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
13-15 People(SP) application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
13-16 Users (SP) application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
13-17 Associate a customer to a user. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
13-18 Create a support user that will have access to the two customers . . . 247
13-19 Setting time and active the cron task . . . . . . . . . . . . . . . . . . . . . . . . . 248
13-20 Cron task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
13-21 New Incident for CustomerSDA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
13-22 New Incident for CustomerSDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
13-23 Solution active for CustomerSDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
13-24 Solution applied to IncidentB. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
13-25 Only IncidentA was found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
13-26 Only the Incident for CustomerSDB was found. . . . . . . . . . . . . . . . . . 253
13-27 This user can see the Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
13-28 No rows to display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
13-29 Global Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
13-30 This user can see the Solution for Customer SDB . . . . . . . . . . . . . . . 256

Figures xiii
xiv Implementing IBM Maximo for Service Providers
Tables

3-1 New customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

3-2 New location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
3-3 New service address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
4-1 Basic Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4-2 Predefined automatic notifications for the Service Request application . . 88
8-1 The DMPLUSPSLA related objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
8-2 The DMPLUSPRP related objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
9-1 Basic configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
9-2 Job plan information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
9-3 Job plan tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
9-4 Crafts information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
9-5 Preventive maintenance information. . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
9-6 Service Level Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
9-7 Customer agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
9-8 Price schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
9-9 Pricing rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
10-1 Data restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
11-1 Calendar configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
11-2 Shift configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
11-3 Shift patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
11-4 Person configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
11-5 Location configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
11-6 Asset configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
11-7 Non severity-1 SLA configuration: Part 1 . . . . . . . . . . . . . . . . . . . . . . . 201
11-8 Non severity 1 SLA configuration: Part 2 . . . . . . . . . . . . . . . . . . . . . . . 201
11-9 SLA commitments configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
11-10 Non severity-1 issue SLA Calendar choice . . . . . . . . . . . . . . . . . . . . . 201
11-11 Severity 1 SLA configuration: Part 1 . . . . . . . . . . . . . . . . . . . . . . . . . . 202
11-12 Severity-1 SLA configuration: Part 2 . . . . . . . . . . . . . . . . . . . . . . . . . . 202
11-13 SLA Commitments configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
11-14 SLA Criteria configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
11-15 Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
12-1 Total number of assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
12-2 Price schedule for laser printer maintenance . . . . . . . . . . . . . . . . . . . . 213
12-3 Price schedules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

© Copyright IBM Corp. 2010. All rights reserved. xv

xvi Implementing IBM Maximo for Service Providers
Notices

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© Copyright IBM Corp. 2010. All rights reserved. xvii

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Other company, product, or service names may be trademarks or service marks of others.

xviii Implementing IBM Maximo for Service Providers

Preface

The IBM® Maximo® for Service Providers product is designed to support

Service as a business. It helps lower total cost-of-ownership and increase
profitability and customer satisfaction by managing clients’ assets either through
third-party outsourcing or internally shared services model.

This IBM Redbooks® publication introduces IBM Maximo for Service Providers
product and its components. We took a practical approach in this book, and
presented the features and functions of the IBM Maximo for Service Providers
product in the context of a number of real-life scenarios or usage patterns. These
scenarios are commonly used at IBM customer sites to satisfy specific business
requirements. For each scenario, we establish the business reason, benefits, and
how to implement the scenario. There is also a section on initial product
configuration that touches on several configuration points, such as creating the
customers, security groups, and response plans.

This book is a reference guide for IT Specialists and IT Architects implementing

IBM Maximo for Service Providers.

The team who wrote this book

This book was produced by a team of specialists from around the world:

Bo Batty is the Product Architect for the IBM Maximo for Service Providers and
has many years of experience with the product. Bo works for the IBM Tivoli®
Software Group and works out of Bedford, MA.

Dashiell Lucena Gonzaga Borges is a Quality Software Engineer working for

for IBM Brazil with IBM MAXIMO Transportation. He has a degree in Technology
in Precision Mechanic. Dashiell has extensive experience on IBM Maximo
Transportation and IBM Maximo for Service Providers products.

Bruno Nogueira Costa is a Staff Software Engineer in theTivoli Group. He has

been with IBM Brazil for six years. He works on integration tests for the Tivoli
Service Request Manager product. Previously he worked on Tivoli Enterprise
Asset Management Solutions. He graduated from UNESP/Fatec-SP in Data
Processing and has a postgraduate degree in Software Engineering.

© Copyright IBM Corp. 2010. All rights reserved. xix

 Juan Faustino has an Electronics and Telecommunication Engineer degree
from PUC-MGan. He has more than two years of experience with IBM Service
Management Portfolio, specifically Tivoli Service Request Management, Tivoli
Asset Management for IT, CCMDB, and Service Provider modules. His
professional experience is concentrated on integrating these modules at
customer sites. He works for Global Dominion, an IBM Business Partner, that
offers sectorial solutions (health, education, and environment) and outsourcing.

Alfredo Anselmo Oliveira Ferreira is a Tivoli Maximo Specialist for the IBM
Brazil IT Delivery department. He currently studies Computer Science at
Mackenzie University in Sao Paulo and has experience with IBM Service
Management, IBM Maximo for Service Providers, AIX®, WebSphere®
Application Server, and DB2®.

Hilton Bertelli Ferreira Filho is a Staff Software Engineer and team lead of the
Service Provider Developer Team. He has over six years of experience in Java™
Enterprise development and over three years working on IBM Maximo Asset
Management development at the IBM Brazil Software Laboratory. He has worked
in IBM Maximo for Services Providers for V6.1.2 and all V7.x releases. He also
worked for the Oil, Gas, and Nuclear industry solutions. He has a Bachelor
degree in Computer Science from UNICAMP.

Dirceu Semighini Filho graduated in MPCE at UNESP/FATEC-SP and also has

a Master of Science degree from the Escola Politécnica at the University of São
Paulo. He is a Software Developer in the IBM Brazil Sofware Laboratory. He has
over six years of experience in developing software with Java and over three
years of developing Maximo add ons. He was involved in the development of
Maximo for Service Providers, Mobile, Oil and Gas, Utilities, and Transportation.

Vasfi Gucer is a Project Leader at the International Technical Support

Organization, Austin Center. He has been with the ITSO since January 1999. He
has more than 12 years of experience in systems management, networking
hardware, and software on mainframe and distributed platforms. He worked on
various Tivoli client projects as a Systems Architect in the United States (US). He
writes extensively and teaches IBM classes world wide on Tivoli software. Vasfi is
also an IBM Certified Senior IT Specialist, Project Management Professional
(PMP), and ITIL® Expert.

Murat Kipel is an IT Specialist at IBM Global Services in Istanbul, Turkey. He has

worked with IBM since 2005. His areas of expertise are IBM Tivoli Service
management products, including CCMDB, Tivoli Service Request Manager®,
Maximo for Service Providers, and TADDM. He is an IBM Certified Deployment
Professional for Tivoli Application Dependency and Discovery Manager V7.1 and
an IBM Certified Deployment Professional for Tivoli Change and Configuration
Management Database V7.1.1.

xx Implementing IBM Maximo for Service Providers

Zaid El Labadi is a functional and technical Consultant working for the Createch
Group in Canada. He has a BSC in Computer Science. Zaid has over six years of
experience with IBM Service Management products, such as Maximo for Asset
Management and IBM Tivoli Service Request Manager. He is also a Certified
IBM Trainer.

Evelyn Tanigawa Murasaki has a Bachelor's degree in Information Systems

from Mackenzie University in Sao Paulo and a Masters degree in Software
Engineering from Universidade de Sao Paulo. She has worked as a Quality
Assurance Software Engineer for seven years and is Certified as a Software
Tester by QAI. She spent the last four years working in the Brazil Software Lab
on Tivoli brand for IBM Maximo for Service Providers product.

Johnny Kubinhets Pedrozo is an IT Specialist working for IBM Brazil. He has

two years of experience working with IBM Tivoli Maximo, has a Bachelor Degree
in Analyze and Develop Systems by Faculdade de Informática e Administração
Paulista and Certifications in IBM Tivoli Maximo.

Viviane Stelina Almeida Silva is a Staff Software Engineer at IBM working as a

Quality Assurance Team Lead to IBM Maximo for Transportation, which is a
position she has held for the last three years. She worked on several projects for
IBM Tivoli Maximo, such as Service Provider, Utilities, Calibration, Spatial, and
Upgrade. Viviane also has 10 years of experience with IT and a Bachelor degree
in Computer Sciences from the Catholic University of Santos.

Matheus Massaru Carvalho da Silveira works in the Brazil Lab Information

Management Team as an SVT Manager. He has a Bachelors degree in
Computer Science at PUC-SP and has a Masters degree in Project Management
PMI Best Practices from SENAC-SP. His experience includes Maximo for
Enterprise asset Manager, IBM Maximo for asset Configuration Management,
IBM Maximo for Transportation, Maximo for Service Provider, IBM Maximo for
Nuclear Power Utilities, and IBM Maximo for Life Sciences.

Peterson Domingos Tamarindo is a Tivoli Maximo Specialist working for IBM

Brazil. He has a degree in Computer Science and has experience on IBM
Service Management products and IBM Maximo for Service Providers.

Thanks to the following people for their contributions to this project:

Tamikia Barrow, Emma Jacobs, Leslie Parham, Wade Wallace, and

KaTrina Love-Abram
International Technical Support Organization

Danilo Rezende de Araujo, Keith Kellett, Julio Cesar de Ramos Madeira, Diego
Duarte Moreira, Patricia Regina dos Santos e Silva, Cristina Zabeu
IBM Brazil

Preface xxi
 Thomas Grow, Stan Smith, Armen Pischdotchian
IBM USA

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Preface xxiii
xxiv Implementing IBM Maximo for Service Providers
 Part 1

Part 1 Introduction
In this part, we introduce the IBM Maximo for Service Providers product and
describe the product components.

© Copyright IBM Corp. 2010. All rights reserved. 1

2 Implementing IBM Maximo for Service Providers
 1

Chapter 1. IBM Maximo for Service

Providers overview
In this chapter, we provide a description and overview of IBM Maximo for Service
Providers.

The topics that we discuss in this chapter are:

򐂰 1.1, “Product overview” on page 4
򐂰 1.2, “Key benefits” on page 4
򐂰 1.3, “Applications in IBM Maximo for Service Providers” on page 5
򐂰 1.4, “Challenges and business drivers that the product addresses” on page 8
򐂰 1.5, “Target organizations and audiences” on page 8

© Copyright IBM Corp. 2010. All rights reserved. 3

1.1 Product overview
IBM Maximo for Service Providers (or Maximo for Service Providers) meets the
needs of clients who manage assets and services for their customers as a
business or clients who manage assets and services within an enterprise and
charge internally for these services.

Maximo for Service Providers supports the business model of an outsourcer that
manages the assets of its customers (Customers can be external or divisions
within an enterprise) and provides maintenance services for those assets. Using
Maximo for Service Providers the Service Provider can manage customer
agreements. These agreements specify the services that are provided to each
customer, the price charged for managing these assets, and for the individual
maintenance activities performed for the customer. As maintenance activities are
recorded, prices are calculated based on the pricing rules of the customer
agreement. At the end of the billing period, the Service Provider collects all of the
billing transactions. The charges include charges that were calculated for
discrete maintenance activities, charges for asset management based on the
number and type of assets under management or the usage of assets, and any
retainer fees and miscellaneous fees. The charges are placed in a batch for
review. The individual transactions can be adjusted at this point. At the
completion of the review process, Maximo for Service Providers sends the
transactions to the Service Provider’s accounting system.

1.2 Key benefits

The key benefits that Maximo for Service Providers offers are:
򐂰 Reduction of overhead costs:
– Improve efficiency of operations
– Replace redundant, repetitive tasks with automated response plans
– Add new customers easily without the additional overhead of installing
another application instance
򐂰 Increased revenue through accurate pricing
򐂰 Key performance indicator (KPI) reporting on service management
򐂰 Improved cash flow by providing timely and accurate billing
򐂰 Customer pre-approval of the billing of completed work

4 Implementing IBM Maximo for Service Providers

 򐂰 Easy to configure and upgrade from release-to-release:
– Configure the user interface (UI), workflows, reports, KPIs, and
dashboards dynamically
– Create new applications with drag-and-drop actions through built-in
configuration tools
– Make changes through the built-in configuration tools upgrade
– Use the web interface immediately after upgrade

1.3 Applications in IBM Maximo for Service Providers

In this section, we present every major application that is included in IBM Maximo
for Service Providers up to Version 7.1.1.2:
򐂰 Customer Management: Because customers are associated with locations,
when a ticket or work order is created, the location that is entered on the
ticket, sales order, or work order associates the customer with that ticket,
sales order, or work order.
Customer Agreement: The customer agreement contains the customer billing
address, the customer business address, the general terms and conditions of
the agreement, which includes the start date, expiration date, billing
frequency, and so forth. Customer agreements also contain the agreement
price schedules, which contain the billing rules that are used to calculate
prices on work orders, tickets, or sales orders. Customer agreements are
revisable objects. After an agreement is approved, you cannot change.
However, you can create a revision of the agreement. After the revision is
approved, the approved revision replaces the prior revision.
Agreement Price Schedule: A customer agreement can contain any number
of agreement price schedules, each of which contains a unique set of price
calculation rules. Prices in IBM Maximo for Service Providers can be
calculated as a markup of a cost, or a price can be selected based on an
attribute on the work order, ticket, or sales order that is independent of the
cost. Price schedules are part of a customer agreement. They contain a set of
pricing rules, and they contain a set of conditions that specify when and under
what conditions the price schedules are used, for example, a price schedule
can specify that labor can be priced as a 20% mark up of the labor cost.
Alternatively, a price schedule might state that class C application servers that
are running critical applications are priced as $735 a month.
Service Address: The Service Address specifies the address where the work
will be performed or where Material will be delivered. Service Addresses are
associated with locations (or are inherited from an ancestor location). Similar
to a customer, when a location is associated with a ticket, sales order, or work

Chapter 1. IBM Maximo for Service Providers overview 5

 order, the Service Address information is automatically added to the ticket,
sales order, or work order.
򐂰 Customer Billing: The Billing application provides batch control functionality. A
billing batch is created for each customer agreement according to the billing
frequency that is specified in the Agreement. The batch consists of all of the
work orders, Tickets, and sales orders that were completed during the billing
period, as well as un-billed transactions from prior billing periods. The Billing
application is used by a Service Provider to review, and to adjust, if
necessary, any transactions in the batch. After the Service Provider reviews
the batch contents, they can choose to allow their customers to review the
batch before the batch is sent to the Service Provider's accounting system for
invoicing. There is a separate application (Bill Review) that is intended to
provide a secure and less detailed view of the batch for the customers' view.
򐂰 Billing Review: This application is used by the Service Provider's customers to
review the work orders, tickets, and sales orders that are included in the
batch. This view shows less detail to the customers then what is available to
the Service Providers, for example, it shows the prices but not the costs of the
Service Provider. If the customer has questions on any of these work items,
they can be discussed with the Service Provider and answered prior to the
bills being finalized.
򐂰 Sales Order: The Sales Order is used to create general pricing transactions
that are not related to work completed or to specific costs transactions.
Common uses include the billing of monthly maintenance fees, the billing for
IT Asset Management, usage, performance, or the issuance of credits.
Work Order: For the Service Provider product, it has been enhanced to
include the customer and Service Address information and to calculate prices
whenever planned or actual transactions are added to the work order. The
ability to add miscellaneous fees and charges, for example a Trip Charge, is
included. The enhancements also support the use of price quotes on a work
order. There are two types of Quotes that are used in Service Provider: Fixed
Price Quotes and Not to Exceed Price Quotes. The enhancements to the
Work Order application are included in the Activities, Changes, and Releases
applications.
򐂰 Service Level Agreement: Within the Service Provider solution, the Service
Level Agreement was re-written to take advantage of the architectural
similarities between SLA, Price Schedules, and Response Plans. In the
process of the re-design, functional enhancements were added to improve its
usability.
򐂰 People: For the Service Provider product, it was enhanced to include the
customer, who is associated with that person. This association can be used
by the Maximo Security process to restrict this person's access to information
that is associated with other customers.

6 Implementing IBM Maximo for Service Providers

 Locations: For the Service Provider product, it was enhanced to associate
customers to a location. There can be more than one customer associated
with a location, for example, there might be an owner and a user of a location,
or a landlord and a tenant. The location can be associated with a Service
Address, or the location can inherit the Service Address from an ancestor in
the location hierarchy.
Response Plan: It is used to provide consistency in the service management
process. It provides service agents with guidance and templates to outline the
precise processes and resources applied to a given situation, for example,
conditions can be defined to denote which person or which group is to be
responsible for a ticket or when a given template is applied to a ticket. This
responsibility assignment and this template can be applied automatically. In
several cases, this automation eliminates the need to train the service agent
to recognize who is responsible or when to apply a certain template and also
removes a source of error from the process.
򐂰 Service Request: For the Service Provider product, the Service Request was
enhanced to include the customer and Service Address information and to
calculate prices whenever transactions are added to the Service Request. As
with work orders, the ability to add miscellaneous fees and charges is
included. The enhancements to the Service Requests application are
included in the Incident and Problem applications.
򐂰 Security Groups: Security access in Maximo is controlled through Security
Groups. By membership in Security Groups, users can be granted authority
for applications (including read, save, new, and delete access), application
actions, and data. Security Groups can contain a list of customers that are
associated with the Security Group and that manage all other accesses to
applications within the system.
Migration Manager: Migration is the process of promoting product
configuration content from one product environment to another, for example,
promoting new fields, domains, workflows, or window changes from the
development environment to test and then through to production. Migration
Manager can also promote non-configuration data, but data loading through
the integration framework might be a better route to take, especially if the data
is hierarchical. Migration Manager is a suite of three applications found as
part of the System Configuration module of Tivoli Process Automation Engine
and grouped into a sub-module called Migration.

Chapter 1. IBM Maximo for Service Providers overview 7

1.4 Challenges and business drivers that the product
addresses
IBM Maximo for Service Providers addresses the following challenges and
business drivers:

Challenges:
򐂰 Highly customized system that is difficult to upgrade
򐂰 The need to place customer asset information on separate instances of Tivoli
Process Automation Engine

Business drivers:
򐂰 Control costs
򐂰 Increase revenue
򐂰 Improve cash flow

1.5 Target organizations and audiences

Providers of outsourced maintenance and asset management services can use
the IBM Maximo for Service Providers to solve their business problems.
Companies that will benefit from IBM Maximo for Service Providers are:
򐂰 Facilities outsourcers
򐂰 IT outsourcers
򐂰 Fleet Maintenance outsourcers
򐂰 Plant Maintenance outsourcers

8 Implementing IBM Maximo for Service Providers

 2

Chapter 2. Architecture and

components
This chapter contains a description of the architecture and components of
Maximo for Service Provider V7.1.2. The topics that we discuss in this chapter
are:
򐂰 2.1, “Architecture” on page 10
򐂰 2.2, “Components” on page 12

© Copyright IBM Corp. 2010. All rights reserved. 9

2.1 Architecture
IBM Maximo for Service Providers 7.1.2 is a set of applications and tools that
work together to support service as a business. The product focus is to help the
Service Provider companies to better maintain the assets of their customers. The
Maximo for Service Providers product supports one or more customers and each
customer can have one or more customer agreements.

It is critical for a Service Provider to be successful in two areas:

򐂰 A consistent response to any request from its customers. The consistent,
repeatable delivery of services in response to any anticipated service request
is a major factor in the efficiency and profitability of a Service Provider.
Maximo for Service Providers helps the customers through its response plan.
A response plan includes these tasks:
– Automatically assigns the appropriate person or group to be responsible
for handling each request
– Selects the appropriate job plan or template to accomplish the requested
work
– Notifies the appropriate individuals about the work in process
– Determines the next steps that are needed to solve the open requests
򐂰 Timely and accurate billing. Maximo for Service Providers maintains the
agreements that exist between the Service Provider and each of its
customers.
The customer agreement specifies the maintenance services that will be
performed so that each request for service can be validated to ensure that the
customer is entitled to that service under the requested conditions. If the
customer is not entitled to that service, the customer agreement helps the
Service Provider to monitor which new services to offer to the customers,
and, most importantly, it calculates the prices that will be charged for these
services.
Maximo for Service Providers calculates prices for billing in a variety of ways:
– As maintenance activities are performed, Maximo for Service Providers
calculates prices based on the cost of the labor, materials, services, and
tools used. Additionally, Maximo for Service Providers can calculate
pricing for the use of labor by using a published list price, pricing for
service items, or material can be calculated using a published list price or
a discount from that list price.
– Maximo for Service Providers can specify a quoted price: either a fixed
quote or a not to exceed quote. A fixed quote is used as the price, and a

10 Implementing IBM Maximo for Service Providers

 not to exceed quote is used as the price if the calculated price exceeds the
quote:
– Maximo for Service Providers calculates fees for managing assets by
multiplying the number of assets under management by a unit price for
each asset class. Assets are counted, and a price is calculated as the
product of the unit price for the asset classification multiplied by the
number of assets counted with that asset classification.
– Maximo for Service Providers calculates fees for asset usage by
multiplying the usage units (GBs of storage, the number of pages printed,
miles driven, square feet of space, and so forth) by a unit price. Asset
usage is measured, and a price is calculated as a product of the unit price
for the type of usage multiplied by the measured usage units.
– Maximo for Service Providers measures asset performance by key
performance indicators (KPIs) and calculates a price from the level of
performance that is measured.
– Maximo for Service Providers includes one-time charges for asset moves,
adds, or changes that are calculated by using the specified price for the
specific service requested.

Pricing rules: The pricing rules that are contained in the customer agreement
govern all of the previous calculations.

Periodically, the billing process extracts the work orders, tickets, and sales orders
containing these calculations and collects them into a batch. Each customer
agreement has one batch. The Service Provider then reviews this batch, reviews
the details of the bills, and adjusts the pricing, if necessary. The Service
Provider’s customers can also review limited details of the batch so that the
customer can pre-approve the invoice. This step often speeds up payment of the
invoice.

After the reviews are complete, Maximo for Service Providers forwards the billing
batch to the Service Provider’s accounting system so that a customer invoice can
be prepared.

Note: The Maximo for Service Providers product provides integration to an

external financial system using Maximo Enterprise Adapter (MEA). This
integration is provided to specific requirements to the Service Provider’s
financial system. Either the transaction results are passed to the financial
accounts receivable (AR) system to support matching the Enterprise
Resource Planning (ERP) contract and order with the received funds or the
transaction details are passed directly to the financial system to prepare a bill
or sales order within the Service Provider’s ERP system.

Chapter 2. Architecture and components 11

 To get detailed information about the Maximo for Service Providers architecture,
consult the information center for IBM Maximo Asset Management at:
http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ma
m.doc_7.1/mam_welcome.htm

2.2 Components
Maximo for Service Providers is an extension to Maximo Asset Management. It
adds new applications to Maximo, extends the applications of Maximo by adding
specific functionality to the applications, and also completely rewrites certain
Maximo applications.

The following applications are new:

򐂰 Customer
򐂰 Customer Agreement
򐂰 Agreement Price Schedules
򐂰 Service Address
򐂰 Customer Billing
򐂰 Billing Review
򐂰 Sales Order
򐂰 Response Plan
򐂰 Customer Objects

The following applications were extended:

򐂰 Work Orders
򐂰 Service Request, Incident, and Problem
򐂰 Location
򐂰 Asset
򐂰 Configuration Item
򐂰 Deployed Assets
򐂰 Reconciliation
򐂰 Security Groups
򐂰 Classification and Attributes
򐂰 Domains
򐂰 Solutions
򐂰 Bulletin Boards
򐂰 Item Master and Service Items

The Service Level Agreement (SLA) application was rewritten.

12 Implementing IBM Maximo for Service Providers

2.2.1 New applications
In this section, we describe the new applications in Maximo for Service
Providers.

Customer application
The Customer application manages information about the customer, for example,
billing address, currency, contact persons, communications log, and so on. We
show the primary tab of the Customer application in Figure 2-1. Customers own
customer agreements or service level agreements (SLAs) and the agreement’s
price schedules. Customers are associated with persons, locations, assets, and
configuration items, and when a ticket or work order is created, the customer is
copied to the ticket, sales order, or work order based on these relationships.

The relationship between a customer and any object is used by the security
processes within Maximo for Service Providers to ensure that access to any
customer information is controlled, and that only authorized users can view or
update any information that is related to a customer.

Figure 2-1 Customer application main tab

Customer Agreement application

The Customer Agreement application contains the customer billing address, the
customer business address, the general terms and conditions of the agreement,
including the start date, expiration date, billing frequency, and so on. Figure 2-2
on page 14 shows the main tab of the Customer Agreement application.

Chapter 2. Architecture and components 13

 Customer agreements own the agreement price schedules, which contain the
business rules that are used to calculate prices on work orders, tickets, or sales
orders. Customer agreements are revisable objects. After an agreement is
approved, it cannot be changed, but a revision of the agreement can be created.
After the revision is approved, the approved revision replaces the prior revision.

Figure 2-2 Customer Agreement application main tab

Agreement Price Schedules application

A customer agreement can contain any number of Agreement Price Schedules,
each of which contain price calculation rules. Prices in Maximo for Service
Providers can be fixed prices, and they can be specified as a list price
(electricians are $55 per hour, evening work is $75 per hour, or hydraulic pump
priced at $2,308.56). Alternately, they can be calculated as a function of cost (for
example a mark-up), or a price can be calculated as a function of list price (for
example a discount, for materials and services), or a price can be selected based
on an attribute on the work order, ticket, or sales order that is independent of
cost. For example, a Price Schedule can specify that labor can be priced as a
20% mark up of the labor cost. Alternatively, a Price Schedule can say that
support services for class C application servers that are running critical
applications are priced as $735 a month. Price Schedules are owned by
customer agreements. They contain a set of pricing rules, and they contain a set
of conditions that specify when and under what conditions the Price Schedules
are used.Figure 2-3 on page 15 shows the Price Schedules main tab.

14 Implementing IBM Maximo for Service Providers

Figure 2-3 Price Schedules tab in Customer Agreement application

Service Address application

The Service Address application is where the physical address where the work
will be performed is specified, or where material will be delivered. Figure 2-4 on
page 16 shows the Service Address application main tab. Service Addresses are
associated with locations (or are inherited from an ancestor location). When a
location is associated with a ticket or work order the service address information
is added to the ticket, sales order, or work order. The address columns are added
to the ticket and work order objects, and the content is copied from the service
address table to the ticket or work order. This is done so that the address can be
modified on the ticket or work order without modifying the master address. A
common method is used to find the ancestor location with an address, if the
location on the work order does not have a service address specified. There are
also business rules that address the use case of changing the location on a ticket
or work order after the service address has been modified.

Chapter 2. Architecture and components 15

Figure 2-4 Service Address application main tab

Customer Billing application

The Billing application provides batch control functionality, and the main tab of
this application is shown in Figure 2-5 on page 17. A bill batch is created for each
customer agreement according to the billing frequency specified in the
agreement. The batch consists of all the work orders, tickets, and sales orders
that were completed during the billing period (and un-billed transactions from
prior billing periods). The Billing application is used by the Service Provider to
review (and to adjust, if necessary) any transactions in the batch. After the
Service Provider has reviewed the batch they can allow their customer to review
the batch before the batch is sent on to the Service Provider's accounting system
for invoicing. There is a separate application, the Bill Review application, that is
intended to provide a secure, and less detailed view of the batch for the
customers view.

16 Implementing IBM Maximo for Service Providers

Figure 2-5 Customer Billing application main tab

Billing Review application

This application is used by the Service Provider's customers to review the work
orders, tickets, and sales orders that are included in the batch. Figure 2-6 shows
the main tab of this application. If the customer has questions about any of these
work items, they can be discussed with the Service Provider and answered prior
to the bill being finalized.

Figure 2-6 Bill Review application main tab

Sales Order application

Using the Sales Order application, you can create pricing transactions that are
not related to work that is done or to specific costs transactions. Figure 2-7 on

Chapter 2. Architecture and components 17

 page 18 shows the main tab of this application. Common uses include billing of
monthly maintenance fees, billing for IT Asset Management, usage, or
performance, or issuing credits. As with the work order and ticket application, it
includes customer and service address information, billing status, and billing
history.

Figure 2-7 Sales Order application main tab

Response Plan application

Figure 2-8 on page 19 shows the main tab of this application. The Response
Plan application provides consistency in the service management process by
removing the need for service agents or maintenance supervisors to decide what
processing takes place for a given situation, for example, if the conditions can be
defined for when a given template is applied to a ticket, this template can be
applied automatically by the response plan. This process eliminates the need to
train the service agent to recognize when to apply a certain template and also
removes a source of error from the process. Response plans can be associated
with one or more customers or they can be global.

18 Implementing IBM Maximo for Service Providers

Figure 2-8 Response Plan application main tab

The Response Plan uses a rules engine to determine:

򐂰 The Person or Group responsible for the work order or ticket
򐂰 The Vendor to whom work must be assigned
򐂰 The Job Plan to be used for a work order
򐂰 The Ticket Template to be used for a ticket
򐂰 The Solution to be used for the ticket
򐂰 The Supervisor for the ticket or work order
򐂰 The Lead for the work order
򐂰 The Work Group for the work order
򐂰 The Crew to be assigned to the work order
򐂰 Notifications to be performed for the ticket or work order
򐂰 Additional Actions to be performed to complete the repair or service delivery

Customer Objects application

The Customer Objects application is used in conjunction with the database
configuration tools that allow a maximo administrative user to add tables and
relationships to the Maximo Database. Using the Customer Objects application,
you can specify the security access rules for any table that is related to the
customer object. Figure 2-9 on page 20 shows the main tab of this application.

Chapter 2. Architecture and components 19

Figure 2-9 Customer Objects application

2.2.2 Extended applications

Maximo for Service Providers do extend Maximo Asset Management
applications by adding new functionalities that are specific to Service Provider
business rules. These applications and the added functionality are explained in
the next section.

Work order, Activities, Changes, and Releases applications

These applications were enhanced to include the customer and service address
information, billing status, and billing history. Prices are calculated whenever
planned or actual transactions are added to the work order. The ability to add
miscellaneous fees and charges (for example a trip charge) is included. The
enhancements also support the use of price quotes on a work order. There are
two types of quotes used in Service Provider: Fixed Price Quotes and Not to
Exceed Price Quotes.

Service Request, Incidents, and Problems applications

The ticket applications were enhanced to include the customer, service address
information, billing status, and billing history. Prices are calculated whenever

20 Implementing IBM Maximo for Service Providers

planned or actual transactions are added to the incident. As with work orders, the
ability to add miscellaneous fees and charges is included.

Locations application
The Locations application was enhanced to provide a relationship between
locations, customer, and service address. The method to locate the service
address from the location's ancestor is the same method that is used to locate
the service address to be copied to the work order or ticket. The relationship
between customer and locations is a many relationship: One location can be
associated with many customers (one of which is primary) and a customer can
be associated with many locations.

Asset application
The Asset application was enhanced to provide a relationship between asset and
customer. This is a many-to-many relationship with a customer:
򐂰 One asset can be associated with many customers (one of which is primary)
and a customer can be associated with many assets.

Configuration Item application

This application was enhanced to provide a relationship between the
configuration item to the customer. This is a many-to-many relationship:
򐂰 One configuration item can be associated with many customers (one of which
is primary) and a customer can be associated with many Configuration Items.

Deployed Assets application

The Deployed Assets were extended to include a customer identifier. Deployed
assets are created as a result of using asset discovery tools, for example, IBM
Tivoli Configuration Manager, Microsoft® SMS, Centennial Discovery, and so on.
IBM Tivoli Integration Composer imports the collected data into the deployed
assets module. Customer is not a piece of discovered data but is set to the same
value for all records imported in a specific discovery session. The deployed
assets are reconciled by comparing them to the assets that represent the
authorized assets. The reconciliation process compares what's there with what
should be there.

Reconciliation application
There are several applications that manage the process of reconciling the
deployed assets with the assets, which includes Reconciliation Tasks,
Reconciliation Rules, Reconciliation Links, and Reconciliation Results. These
applications were extended so that they include the customer, which allows the
reconciliation process to be tailored for an individual customer if IT Assets are
managed in a multi-customer environment.

Chapter 2. Architecture and components 21

 Security Groups application
In Maximo for Service Providers, this application provides a simple method of
specifying the authority to access customer information by users who are
members of the group. Generally these authority rules are set up differently for
users who work for the Service Provider and for those users who work for the
Service Provider's customers. The following access options are provided:
򐂰 Authorize Group for all customers including customer level information not
related to a customer.
򐂰 Authorize Group only for customer level information not related to a customer.
򐂰 Authorize Group for person's customer or vendor, but not for customer level
information not related to a customer.
򐂰 Authorize Group for customers in person's customer access list and for
customer level information not related to a customer.
򐂰 Authorize Group for customers listed on the security group and for customer
level information not related to a customer.

Classifications and Attributes applications

Classification structures categorize information and assign attributes related to a
classification, for example, if a seal is classified as an oil seal, it can have the
attributes of material, insider diameter, outside diameter, and width. A
mechanical seal, on the other hand, can have attributes of alignment type, body
material, and shaft diameter. Similarly, desk top computers have disk size,
processor speed, and memory size as attributes, but computer operating
systems have a version number.

Maximo for Service Providers adds a customer link to both the classification
structure and the attribute, for example, this makes it possible for a Service
Provider to allow one customer to track just the version number for their operating
system assets, and to allow another customer to track the version number and
patch level for operating systems.

Domains application
The Synonym, ALN, and Numeric domains were extended to allow a domain
value to be customer specific. Filtering and validation of domain entries is based
on the customer (or primary customer) on the object to which the domain value is
being added.

Solutions application
Solutions were extended so that they can be global or customer specific. Filtering
and validation of solution is based on the customer on the object to which the
solution is being associated.

22 Implementing IBM Maximo for Service Providers

 Bulletin Boards application
Bulletin Board entries can be customer specific. A Customer sub tab was added
to the Audience tab, and the user's security group filters bulletin board messages
that are displayed on the Start Center and that are broadcast through email.

Item Master and Service Items applications

A customer association and also a List Sales Price were added to the item table.
A supporting enhancement was made to the price schedule application to allow
material or service items used on a work order to be priced as a discount from
the list price, in addition to the existing functionality of marking up the Item's cost.

2.2.3 Rewritten application

The Maximo for Service Providers Service Level Agreement application was
been written. This application is part of IBM Maximo for Asset Management, but
it has a different behavior in Maximo for Service Providers.

SLA application
This application was re-written to take advantage of the architectural similarities
between SLA, Price Schedules, and Response Plans. In the process of the
re-design, functional enhancements were added to improve its usability, including
the support of the SLA Hold functionality and the use of de-centralized calendars
to support the use of SLAs by clients who operate in multiple time zones. In the
Service Provider context, SLA can be associated with one or more customers, or
they can be global. This application was optimized for performance by
introducing an initial query that performs classification and customer matching.
Figure 2-10 on page 24 shows the main tab of SLA.

Chapter 2. Architecture and components 23

Figure 2-10 SLA application main tab

24 Implementing IBM Maximo for Service Providers

 3

Chapter 3. Initial configuration

In this chapter, we describe some of the initial configuration steps that are
specific to the IBM Maximo for Service Providers product and describe how to set
up Maximo for the Service Providers applications before starting to use the
product.

We only discuss the configuration steps that are specific to IBM Maximo for
Service Providers and not the steps that are part of your Tivoli’s process
automation engine (previously called Maximo) configuration.

The topics that we discuss in this chapter are:

򐂰 3.1, “Organization (SP)” on page 26
򐂰 3.2, “Customer (SP)” on page 29
򐂰 3.3, “Customer Objects (SP)” on page 32
򐂰 3.4, “Security Groups (SP)” on page 34
򐂰 3.5, “Domains (SP)” on page 36
򐂰 3.6, “Locations (SP)” on page 39
򐂰 3.7, “Service Address (SP)” on page 41
򐂰 3.8, “Assets (SP) application” on page 44
򐂰 3.9, “Configuration Item” on page 48
򐂰 3.10, “Associating classifications and customers” on page 49
򐂰 3.11, “Associating CI with a classification” on page 53
򐂰 3.12, “Associating service items and customers” on page 54
򐂰 3.13, “Service level agreement” on page 55
򐂰 3.14, “Creating customer agreements” on page 59

© Copyright IBM Corp. 2010. All rights reserved. 25

 򐂰 3.15, “Creating a response plan” on page 66
򐂰 3.16, “Creating and configuring escalations” on page 70
򐂰 3.17, “Bulletin Board (SP)” on page 72

3.1 Organization (SP)

You use the Organization (SP) application to set up organizations and sites and
to set options that are related to applications and actions that are specific to
applications.

Organization (SP) has the following options that are related to Maximo for
Service Providers:
򐂰 Work Order Options  Edit Rules
See Figure 3-1 for this configuration option.

To Specify the Status at

which the user can edit
the Customer Agreement
Fees and charges.

Figure 3-1 Work Order Options, Edit Rules

򐂰 SLA Options  Add SLA Hold functionality to the SLA application

This option is available only for Tivoli Service request Management, and it is
read only for IBM Maximo for Asset Management and IBM Tivoli Asset
Management for IT, as shown in Figure 3-2 on page 27.

26 Implementing IBM Maximo for Service Providers

Figure 3-2 SLA Options

򐂰 Service Options
Here you specify how to enter street address for a service address. See
Figure 3-3 on page 28.

Chapter 3. Initial configuration 27

 Figure 3-3 Service Options

򐂰 Billing Options
Using this option, you specify the status at which Completed work can be
added to Bill batch, as shown in Figure 3-4.

Figure 3-4 Billing Options

28 Implementing IBM Maximo for Service Providers

3.2 Customer (SP)
Use the Customers (SP) application to create, view, modify, and delete customer
records. Customer records contain the following information about your
customers:
򐂰 Business and billing addresses
򐂰 Billing details
򐂰 Internal contacts and customer contacts
򐂰 Associations with customer agreements and price schedules
򐂰 Associations with service level agreements (SLAs) and response plans
򐂰 Associations with parent or child customers.
򐂰 Customer logs

3.2.1 Creating customers and associating person to new customer

To create a customer and associate a person with the new customer:
1. If you have not already done so, sign in to the system as:
– User: Wilson
– Password: Wilson
2. Open the Customers (SP) application by selecting Go To  Service
Provider  Customers (SP).
3. From the Toolbar menu, click the New Customer icon. The system displays a
blank customer form that is ready for input, as shown in Figure 3-5 on
page 30.

Chapter 3. Initial configuration 29

Figure 3-5 Customers (SP)

4. Enter the values shown in Table 3-1 for creating a new customer.

Table 3-1 New customer

Field Value

Customer RedbookCus-A

Customer Description RedBooks Inc. Customer A

Language Code EN (English)

Customer Currency USD

5. Activate the customer by changing the status to Active, as shown in

Figure 3-6 on page 31.

30 Implementing IBM Maximo for Service Providers

Figure 3-6 Change Status

6. Click the Contact tab, and click the New row on the contact section. You use
the Contacts tab of the Customers (SP) application to add, view, modify, or
delete contact people. Contacts work for the service provider, the customer,
or a vendor of the customer. A contact must be an active person in the People
(SP) application. When you add a contact, the telephone, email, and
employer information for this contact are displayed.
7. Go to the People (SP) application using the Detail Menu icon on the Contact
field. You are taken to the People (SP) application, as shown in Figure 3-7 on
page 32.

Chapter 3. Initial configuration 31

Figure 3-7 People (SP) application

8. Save the person record, and from the header, click Return With Value.
9. Click Select Value for the Customer Contact Type field, and select Contract
Type. Save the record.

Note: You can have multiple people as contacts for a specific customer. You
can also have internal people as a contact for customers (for example a
person in your organization responsible for the contracts with this customer).

3.3 Customer Objects (SP)

Use the Customer Objects (SP) application to manage the conditions that
determine access to customer-level information. You can create customer-level
data object restrictions that are applied to customer objects based on the
customer authorization settings in the Security Groups (SP) application.

Default conditions are standard customer objects and the restriction conditions
for those objects that are used when you set up customer authorization for
security groups in the Security Groups (SP) application. These objects and
conditions are set up by default in the Customer Objects (SP) application, but you
can modify or remove them, and you can add other objects and conditions.

32 Implementing IBM Maximo for Service Providers

 To create these default conditions in Customer Object applications:
1. Go to Security  Customer Object (SP) applications.
2. From the Action menu, click Create Default Conditions, as shown in
Figure 3-8.

Figure 3-8 Create Default Conditions

The IBM Maximo for Service Providers product lists the objects that are
related to the service provider and can expand to the default restrictions.
Figure 3-9 shows the SR Object (Service Request).

Figure 3-9 SR objects (part of the window is cut for readability)

3. If you added any customer objects or restriction conditions, in the message

window that is displayed, Figure 3-10 on page 34, click Yes to keep those
additions, or click No to remove them and keep only the default objects and
conditions.

Chapter 3. Initial configuration 33

 Figure 3-10 System Message

3.4 Security Groups (SP)

You set up security privileges by group. You use the Security Groups (SP)
application to create groups, and then you specify group privileges and
restrictions for applications and options. You can also use Customer
Authorization (Person (SP) application) to restrict access to customer-level
information. Figure 3-11 shows how to access the Security Groups (SP)
application.

Figure 3-11 Security Groups (SP) application

The Security Groups (SP) application has a new tab, called Customers, for
Maximo for Service Providers, as shown in Figure 3-12 on page 35.

34 Implementing IBM Maximo for Service Providers

Figure 3-12 New tab, Customers

When you click the Customers tab, the options in Figure 3-13 are displayed.

Figure 3-13 Security Groups (SP) application: options

The options in Figure 3-13 determine the security level and the rules:
򐂰 Authorize Group for All Customers?
Members of this group have access to all customers.
򐂰 Authorize Group only for Unrestricted Customer Level Information
Members of this Group do not have access to any customers, but have
access to all customer level information not related to a customer.
򐂰 Authorize Group for Customer on User's Person Record
Members of this group have access to the customer who appears in their
Customer Vendor field, and to all global classifications, but not to any
customer level information that is not related to a customer.
򐂰 Authorize Group for Customers in User's Person Customer Access List
Members of this Group have access to all customers who appear in their
Customer Access List, and to all customer level information that is not related
to a customer.
򐂰 Authorize Group for Customers Listed Below
Members of this Group have access to all customers who appear in their
Security Groups Access List, and to all customer level information that is not
related to a customer.

Chapter 3. Initial configuration 35

 You can add specific customers in the Individual Customer Authorization section
of the Customer tab, as shown in Figure 3-14.

Figure 3-14 Individual Customer Authorization

Note: You can select only one security group option. If a second option is
needed, use an additional Security Group. Selecting one option will copy the
customer object conditions as data restrictions on the object level.

3.5 Domains (SP)

Some fields in the system are associated with select value lists from which users
choose an appropriate value. These lists of defined values are known as
domains (sometimes referred to as value lists). The system uses many domains
in its applications.

As an administrator, you use the Domains application to add new domains or to

modify existing ones to fit with your business practices.

Domains (SP) allows you to manage the value list and filter it based on the
customer. It is possible to create a list of acceptable values for a field that can be
global or a list of acceptable values that can be valid only for a customer. See
Figure 3-15 on page 37.

36 Implementing IBM Maximo for Service Providers

Figure 3-15 Domains (SP)

The SYNONYM, ALN, and NUMERIC domains can be customer specific. A

customer field was added to the domain detail window for each of these domains.
The field identifies the customer for which the domain is valid.

Example: Work order Status domain (WOSTATUS) has two new synonyms for
APPR status. These synonyms are customer specific: APPRCUSTA (for
customer REDBOOKCUS_A) and APPRCUSTB (for customer
REDBOOKCUS_B), as shown in Figure 3-16 and Figure 3-17 on page 38.

Figure 3-16 Customer REDBOOKCUS_A

Chapter 3. Initial configuration 37

Figure 3-17 Customer REDBOOKCUS_B

In this example, the user creates a work order for REDBOOKCUS_A and then
wants to change the status. Figure 3-18 shows the status list that the user can
choose from.

APPRCUSTB is not in the list because it is associated with another customer.

Figure 3-18 Work order for REDBOOKCUS_A

The work order for customer REDBOOKCUS_B’s status list looks like
Figure 3-19 on page 39.

38 Implementing IBM Maximo for Service Providers

Figure 3-19 Work order for customer REDBOOKCUS_B

3.6 Locations (SP)

Use the Locations (SP) application to create and maintain locations for assets
and locations where you provide services to customers. You can organize these
locations into logical hierarchical or network systems.

You can associate locations with one or more of your service customers. A
system process can match data on the combination of location and customer to
apply a response plan, service level agreement, or agreement price schedule to
work for that location.

Location (SP) has the following industry-specific (service provider) fields:

򐂰 Primary Customer
򐂰 Customer Charge Account
򐂰 Customer Cost Center

For readability purposes, we show the Locations (SP) in two Figures: Figure 3-20
on page 40 and Figure 3-21 on page 40.

Chapter 3. Initial configuration 39

Figure 3-20 Locations (SP) application: 1

Figure 3-21 Locations (SP) application: 2

3.6.1 Creating a location and associating it with a customer

To create a location and associate it with a customer:
1. Open the Locations (SP) application by clicking Go To  Assets 
Locations (SP).
2. From the Toolbar menu, click New Location. The system displays a blank
location form that is ready for input.
3. Enter the information in Table 3-2 on page 41 for the new location.

40 Implementing IBM Maximo for Service Providers

 Table 3-2 New location
Field Value

Location REDBOOKLOC_A

Location IBM Redbooks Location A

Description

Type OPERATING

4. From the Action menu, select the Associate system with location option, as
shown in Figure 3-22.

Figure 3-22 Associate system with location

5. Click New Row, and in the System field, type heating. Click OK.

Associating customers to locations: You can associate multiple customers

to one location; however, you can have only one primary customer.

3.7 Service Address (SP)

Use the Service Address (SP) application to create, view, modify, and delete
service addresses for customers. A service address can represent one or more
physical locations for a customer. It contains detailed location information that
helps you to assign the correct resources when you provide service or support to
a location.

Chapter 3. Initial configuration 41

 Some applications have Service Address as a tab. These tabs are used to view
or add service address information and to view information about the associated
customer, customer agreement, price schedule, and billing status.

3.7.1 Creating a service address associated with a customer location

To create a service address that is associated with a customer location:
1. Open the Service Address (SP) application by selecting Go To  Service
Level  Service Address (SP).
2. From the Toolbar menu, click New Service Address. The system displays a
blank service address form that is ready for input.
3. Enter the information in Table 3-3 for the new service address.

Table 3-3 New service address

Service System Auto number (6)
Address

Description REDBOOKLOC_A location Service address

Street Address 11 king Street West

City HOUSTON

State / TX
Province

Country US

Time Zone US/Eastern

Figure 3-23 on page 43 shows the new service address.

42 Implementing IBM Maximo for Service Providers

Figure 3-23 New service address

4. Save the record. Go to the Locations (SP) application, and search for
REDBOOKLOC_A.
5. Set the value for Service Address field to 6, as shown in Figure 3-24.

Figure 3-24 Set the value for Service Address field to 6

The Service Address tab will look like Figure 3-25 on page 44.

Chapter 3. Initial configuration 43

Figure 3-25 Service Address tab

Note: Refer to 3.1, “Organization (SP)” on page 26 to know the different

between structural and non-structural format of the service address.

3.8 Assets (SP) application

The Assets (SP) application organizes and records the data about assets that is
used to provide services. Using the Assets application it is possible to associate
an asset to a customer and to associate the asset with agreements and
response plans, and so on.

To open the Assets (SP) application, use Go To Menu, as shown in Figure 3-26
on page 45.

44 Implementing IBM Maximo for Service Providers

 Figure 3-26 Assets application

3.8.1 Assets tab

Under the Assets tab on the Assets (SP) application, you can create a new asset
and associate it with a customer. When you associate an asset to a customer
you can keep the assets records restricted to the users who gave permission to
access the data of a customer.

When the customer is associated with an asset, the customer must have a
primary customer to identify agreements, classifications, classification attributes,
SLAs, and response plans.

To create a primary customer, you must already have customers created in the
Customer application (Menu 3.2, Customers). You can have more than one
customer associated with an asset, but one customer can only be the primary
customer, for example:
1. To add a primary customer to an Asset Router, click Show/Manager
Customers under the Primary Customer field. A dialog Add/Modify Customer
Associations opens, as shown in Figure 3-27 on page 46.

Chapter 3. Initial configuration 45

Figure 3-27 Customer associations

2. Click Select Customer. A dialog opens and shows all available customers in
Active status. Select customer, and click OK. The dialog closes.
3. Click View details to expand details to customer associated, as shown in
Figure 3-28.

Figure 3-28 Customer associations

46 Implementing IBM Maximo for Service Providers

 The primary field is selected as default, when just one customer is
associated.
4. In the Add/Modify Customer Associations dialog, click New Row. A new row
is created.
5. Click Select Value to associate a new customer. When the dialog opens,
select another customer.
6. Check field Primary? to customer B, and click OK to close dialog. Now,
customer B is the primary customer in Asset Router, as shown in Figure 3-4,
and will be identified in agreements, classifications, classification attributes,
SLAs, and response plans.

Figure 3-29 Asset tab

3.8.2 Specifications tab

Under the Specifications tab, you associate a classification with an asset.

There are two types of classifications, global and customer-specific. Global

classifications can be added to any asset, even if assets have no customers
associated. An asset can use customer-specific classifications only, if the
primary customer of the asset is associated with the classification. For Assets
(SP), you can create an asset and associate it with a primary customer.

We show how to associate customers with classifications in 3.10, “Associating

classifications and customers” on page 49.

Chapter 3. Initial configuration 47

3.9 Configuration Item
A Configuration Item is a component of information technology infrastructure and
can be managed individually. Figure 3-30 shows a list of these items.

Figure 3-30 Configuration Item

In Configuration Item (SP), you can create Configuration Items, also referred to
as CIs, and create relationships between them.

3.9.1 Configuration Item tab

In the Configuration Item tab you can add, view, modify or delete CIs. Remember
that Configuration Items are identified by name or attributes.

You also must define a primary customer to CI. As an example, let us define a
primary customer for CI DCMJ21:
1. Select a classification and a class description.

48 Implementing IBM Maximo for Service Providers

 2. Click Show Manage/Customers under the primary customer field, as shown
in Figure 3-31.

Figure 3-31 Configuration Item tab

3. Click Select Customer, select RedbookCU-A as the customer, and click OK.
A primary customer is now defined to a CI.

The Specifications table window has information to identify if an attribute is

appropriate for the primary customer or the parent of the primary customer.

When you add a classification to a CI, the classification’s attributes are copied to
the Specification table window. If there is no customer defined for a classification,
only global attributes are copied.

To better explain how this works, we will configure a classification and associate
a customer with a Configuration Item.

3.10 Associating classifications and customers

Using the Classification application you can create classifications and determine
a classification hierarchy. You can use Classification (SP) for matching customer
agreements, SLAs, and response plans. See Figure 3-32 on page 50.

Chapter 3. Initial configuration 49

 Figure 3-32 Classification (SP)

Classifications have two types: global and customer-specific. Global

classifications are available to all, and customer-specific classifications are
restricted to certain users based on the security profile of the users.

All classifications are global by default. When you associate it with a customer, it
becomes customer-specific. To associate classifications and customers:
1. In the Classifications (SP) application, create a new classification, as shown
in Figure 3-33 on page 51, and verify that the Global mark option is selected
as default.

50 Implementing IBM Maximo for Service Providers

Figure 3-33 Classifications

Global classifications can have children that are global, customer specific, or
a mixture of both. Customer specific classifications can only have children
that are customer specific.
2. To associate a classification with a customer, you deselect the field Is
Global?, and click the OK button on the message window, as shown in
Figure 3-34. When the Global field is not selected, the Customer field
becomes editable.

Figure 3-34 Message window

3. Click Show/Manage Customers, as shown in Figure 3-35 on page 52.

Chapter 3. Initial configuration 51

Figure 3-35 Show/Manage Customers

4. Now, a classification is created that is customer-specific. It is also possible to

associate children of classifications with a customer. Create a new
classification, and add it as a child to the REDCLAS classification as
REDCHILDREN classification, as shown in Figure 3-36.

Figure 3-36 Classification children

52 Implementing IBM Maximo for Service Providers

 In the Details window of the Children table, you can specify if this
classification is Global or customer-specific as a classification parent. For
REDCHILDREN specific, the customer as REDBOOKCU-A.
5. Now we have two customer-specific classifications. Go to the
REDCHILDREN classification, and add a child with a different customer, as
shown in Figure 3-37.

Figure 3-37 Add a Children with a different customer

When you add an asset to a child of a classification and associate customers

with the children, the parent also has multiple customers. See Figure 3-38.

Figure 3-38 Associate Customers with the Children

3.11 Associating CI with a classification

In this section, we associate a classification with a CI:
1. Open the Configuration Item (SP), and create a new Configuration Item, for
example REDBOOK HD. Define a primary customer as REDBOOKCU-A and
classification as REDCLASS.
2. Verify that only the specifications that are defined as GLOBAL are displayed
under the Specifications table window, as shown in Figure 3-39 on page 54.

Chapter 3. Initial configuration 53

Figure 3-39 Associate CI with a classification

The Customer Match field identifies if the attribute is a global (GLOBAL), does
not belong to the classification or primary customer (NO), or is associated with
customer-specific attributes on the classification (YES).

If all attributes are NO, this indicates that the primary customer or its parent
customer is not associated with the classification or that the CI has no primary
customer and attribute on classification.

3.12 Associating service items and customers

The Service Items (SP) is used to create service item records and to view or
manage a list of vendors for items that your company requisitions.

You can associate customers with service items and restrict the service items to
the users who were given permission to access a particular customer’s data.

To associate service items and customers:

1. Go to Service Items (SP), as shown in Figure 3-40 on page 55.

54 Implementing IBM Maximo for Service Providers

 Figure 3-40 Service Items (SP)

2. Click a new Service Item, and create a new service for your company as an
example.

3.13 Service level agreement

A service level agreement is an agreement between a customer and a service
provider. A service is a set of tasks that fulfill one or more business needs of the
customer and a service level describes aspects of the service. You can apply
valid SLAs to records from other applications. An escalation is a function that
automatically monitors critical processes.
1. Open the Service Level Agreement application, as shown in Figure 3-41 on
page 56.

Chapter 3. Initial configuration 55

 Figure 3-41 Service Level Agreement application

2. To create a new service level agreement, go to Service Level  Service

Level Agreement (SP). Click New SLA. Enter SLARB1001 as the name of
the SLA, fill in all required fields, including Type, Applies To, and Ranking.
3. Type identifies the type of SLA between service provider and the customer,
This can be an internal SLA or between the service provider and the vendor.
The Applies to Field identifies where this SLA can be applied, for example, it
can be a ticket or a craft usage. Ranking is defined by a System Administrator
to configure which SLA to be used when an SLA record has multiple valid
SLAs. See Figure 4 on page 57.

56 Implementing IBM Maximo for Service Providers

Figure 3-42 New service level agreement

4. Also add a new commitment under the Commitments table window. Add a
commitment identifier (1072), with type (RESOLUTION), value (10), unit of
measure (Days) and save the SLA, as shown in Figure 3-43.

Figure 3-43 New commitment

5. An SLA can also have another SLA that can be associated using the Related
SLAs tab. To associate another SLA, click New Row, and add a new row.
Alternately, select Select SLAs, and select an existing SLA, as shown in
Figure 3-44 on page 58.

Chapter 3. Initial configuration 57

Figure 3-44 SLA with other associated SLAs

3.13.1 Conditions tab

The Conditions tab is used to build Conditions (SQL expressions) that specify
which records the SLA matches. An SLA is applied to a ticket or work order if the
conditions defined in the SLA record match the conditions defined in the ticket or
the work order record.

In this example, we use a ticket that matches the classification and internal
priority that you specify in the SLA Criteria section of the Conditions tab:
1. Go to Service Level Agreements (SP), and open SLARB1001.
2. Click the Conditions tab, and in the Classification section, click Detail Menu.
3. Click Classify, and select Request for Service\IT\Hardware Configuration,
as shown in Figure 3-45 on page 59.

58 Implementing IBM Maximo for Service Providers

Figure 3-45 Conditions tab

4. Populate the Internal Priority field using the Select Value function. All
available values are displayed in the dialog box. Select LESS and choose 4
as the internal priority, as shown in Figure 3-46.

Figure 3-46 Internal Priority

5. To use this SLA, change status to ACTIVE. Click Change Status and change
the status to ACTIVE.

3.14 Creating customer agreements

Using the Customer Agreements application you can create and maintain
customer agreements between you and your customers, such as services you
provide, locations and assets for which you provide services, information about
billing, dates of the agreements, and price schedules for services and
configuration items.

A customer agreement contains one or more price schedules. Price schedules

define your pricing rules and the conditions. They can contain different rules for
calculating prices for services.

Chapter 3. Initial configuration 59

 To create customer agreements:
1. To create a customer agreement, go to Service Provider  Customer
Agreements (SP), as shown in Figure 3-47.

Figure 3-47 Create a Customer Agreement

2. When the application opens, click New Agreement. If the agreement field is
empty, enter a value. Because it is a customer Agreement, you must add a
customer in the Customer Section, as shown in Figure 3-48 on page 61.

60 Implementing IBM Maximo for Service Providers

Figure 3-48 Customer Agreement

3. Create a price schedule under the Price Schedules tab. Click New Row. You
can edit the Schedule field or insert a new schedule. In the Applies to field,
use the Select Value function to select the types available to apply in this
schedule. For this example, select INCIDENT, and set ranking as 3, as shown
in Figure 3-49 on page 62.

Chapter 3. Initial configuration 61

Figure 3-49 Price Schedule

3.14.1 Pricing rules

Under the Price Schedule Detail for Schedule that you just created, you can
create pricing rules. These pricing rules are used when billing transactions are
created for labor used on a ticket, for example, labor prices are calculated by the
craft associated with the labor.

Adding Labor Pricing Rules

You can add labor pricing rules to a customer agreement price schedule in the
Customer Agreements (SP) application. These values are used in billing
transactions when a labor is used on a ticket or where price schedule is applied.

To create a new labor, click the Pricing Rules tab and Labor sub tab. Click New
Row, as shown in Figure 3-50 on page 63.

62 Implementing IBM Maximo for Service Providers

Figure 3-50 Create a new labor

Here you can also create markups. You can create default markups percentages
that are added to reported costs for internal and external crafts. If you do not
have craft markups or prices, a default markup is used.

When you define a craft markup, specify whether the markup is for an internal or
external craft. If it is internal, you must specify a markup percentage. If it is
external, you must select if the markup is applied only to this craft from this
vendor or to all vendors.

Craft prices are applied to reported hours for internal and external crafts for each
craft or craft and skill you specify whether the price is for internal or external
crafts.

Populate all of the fields, as shown in Figure 3-51 on page 64.

Chapter 3. Initial configuration 63

Figure 3-51 Create a new labor

Adding Materials Pricing Rules

You add Materials Pricing Rules to create billing transactions for materials used
on tickets or work orders. Default calculation percentages are used for stocked
and non-stocked items. You can also specify a markup or a discount value to be
applied for certain commodities.

Click the Materials sub tab, and click New Row. In the commodity group field,
add ENGINES or the desired Commodity group. Also specify 15 as Calculation
Percentage, and select the Markup option, as shown in Figure 3-52 on page 65.

64 Implementing IBM Maximo for Service Providers

Figure 3-52 Adding Materials Pricing Rules

Adding services pricing rules

Default calculation percentages are added to reported costs for service groups
and services. A service calculation percentage overrides a service group
calculation percentage. You specify whether the percentage value is applied as a
markup to the item cost or a discount from the item list price.

You specify pricing rules in the Services sub tab. Click New Row to add a service
pricing. To add a service group select FACILITY or the desired Service Group.
For the Calculation Percentage, enter 10 and do not select the Markup option, as
shown in Figure 3-53.

Figure 3-53 Adding services pricing rules

Adding tools and pricing rules

Tools also have the same rules as labor, materials, and services. You have a
default markup if you do not create a specific tool markup.

Chapter 3. Initial configuration 65

 Tool markups have two types: You can specify the markup percentage and a
commodity group. The markup is applied only to commodities in this group.
Commodities in other groups receive the default markup. Alternately, you can
specify a commodity in a commodity group. The markup is applied only to this
commodity.

To add a new tool, you must add a new row under Tools Mark Ups. Add a
commodity group MOTORS, and specify the markup percentage as 10.00, as
shown in Figure 3-54.

Figure 3-54 Adding tools pricing rules

3.15 Creating a response plan

Using the Response Plan application you can define who is responsible to
handle the service request and apply it to a ticket, work order, or a sales order.
Another type of person can be assigned to a work order or ticket, for example
lead person, supervisor, or crew. It is also possible to select the correct job plan
or template, notify individuals about the work process and specify actions that
are needed to resolve the issue.

A response plan might be applied to a workflow process or a escalation process.

To create a response plan:
1. To create a response plan go to Service Level and Response Plans (SP),
as shown in Figure 3-55 on page 67.

66 Implementing IBM Maximo for Service Providers

 Figure 3-55 Response Plans

2. At the Response Plans application, click Add a New Response Plan.

Response plan RPRB200 applies to INCIDENT and ranking is 1, as shown in
Figure 3-56.

Figure 3-56 Response plans

Chapter 3. Initial configuration 67

 3. In the Dates Table window, you can specify the range for which this response
plan is valid and a date when a review or renewal is required. If you select a
shift and calendar, the plan is applied only to the records where this calendar
or shift are associated. See Figure 3-57.

Figure 3-57 Response plans

4. In the Conditions tab, define when the response plan is applicable to a ticket
or work order or sales order. A response plan is applied when conditions
defined to a ticket match the conditions defined to a response plan.
5. As conditions that can be match, you can define classifications, services, or
service groups, CIs, locations, assets listed and refers to a ticket, work order,
or sales order.
6. For response plan RPRB200, add a classification request for Service\IT\Hdw
Config. Under the Conditions table window, click Add First Row, and create
a new condition, such as Between Groups or Field Name Customer
Agreement, as shown in Figure 3-58.

Figure 3-58 Response plans

7. Under the Actions Response Actions tab, click New Row. Select Action
Delegate Incident or go to Actions application, and create a new action, as
shown in Figure 3-59 on page 69.

68 Implementing IBM Maximo for Service Providers

Figure 3-59 Response Plans

8. Save the response plan, and active it. See Figure 3-60.

Figure 3-60 Response plans

Chapter 3. Initial configuration 69

3.16 Creating and configuring escalations
Escalations monitor processes to help you meet the commitments in your SLA.
The primary goal of Escalation Management is to ensure that critical tasks are
completed on time.

When a Service Desk agent applies an SLA to a record, the system begins to
poll for records that meet the criteria for the associated escalation, according to
the frequency specified in the escalation’s Schedule field.

Escalations are restricted to the same SLA’s site, organization, or system Level.
An escalation can be activated when a SLA is not in a DRAFT status.

After you change the status of an SLA to active, the system activates the
escalation, if it contains an escalation point, action, or notification. If you create
an escalation for an SLA that is in active status, you must activate the escalation
using Escalation  Activate/Deactivate Escalation from the Select Action
menu.

To create and configure escalations:

1. To create an escalation, go to the Service Level Agreement application, and
select the SLA SLARB1001 from the list. Under the Commitments Table
window, click New Row, and click Define Escalation, as shown in
Figure 3-61.

Figure 3-61 Create an escalation

2. Under Commitments, add a new type, RESOLUTION. Specify 10 as the Value

and DAYS as the Unit of Measure.
3. Go to the Escalation Tab. You will see that an escalation was created and a
condition added, as shown in Figure 3-62 on page 71.

70 Implementing IBM Maximo for Service Providers

Figure 3-62 Create an escalation

4. In Escalation Points, you can define how many hours an assignment is in a

person’s inbox, measuring time until lapse (for example how many days until a
contract expires), and a stand-alone condition without a time measurement.
Also it is possible to create one or more actions for an escalation point, and
associate one or more notifications with an escalation point. You must
associate at least one action or notification with an escalation before you can
activate the escalation, as shown in Figure 3-63.

Figure 3-63 Create an escalation

5. You create notifications for the escalation using the Communication

Templates. Under Notifications Sub tab, click New Row. In the Template Field
Detail Menu, click Select Value to select a value or go to Communication
Templates and create a new one. For this example, select template Incident
Unresolved, as shown in Figure 3-64 on page 72.

Chapter 3. Initial configuration 71

Figure 3-64 Create an escalation

3.17 Bulletin Board (SP)

Use the Bulletin Board (SP) application to:
򐂰 Create and view messages in an electronic board regarding critical problems
and incidents
򐂰 Create a communication to broadcast information throughout the enterprise
򐂰 Create an email communication based on the Bulletin Board message
content

The idea is to minimize the creation and duplication of tickets. You can also
define a date and time when you want the message to be removed from the
Bulletin Board. To create a Bulletin Board:
1. Go to Administration  Bulletin Board (SP). Click Bulletin Board. You will
see a Message ID 1001. Enter a Post Date and an Expiration Date, as shown
in Figure 3-65 on page 73.

72 Implementing IBM Maximo for Service Providers

Figure 3-65 Bulletin Board (SP)

You also can specify the user audience by organization, site, person, group,
or customer. If no organization, site person, group, or customer is specified,
the message is visible to all users.
2. Go to the Customers sub tab, and add a new row.
3. Select customer REDBOOKCU-A and save, as shown in Figure 3-66.

Figure 3-66 Bulletin Board (SP)

4. To make this Bulletin Board available, set its status to Approved.

Chapter 3. Initial configuration 73

74 Implementing IBM Maximo for Service Providers
 Part 2

Part 2 Use cases and

scenarios
In this part, we describe several IBM Maximo for Service Providers scenarios
that are most commonly used in real life implementations. For these scenarios,
we defined a fictitious Service Provider company: RedBooks Inc. This company
is providing service to several other companies. IBM Maximo for Service
Providers is used to manage these services.

© Copyright IBM Corp. 2010. All rights reserved. 75

76 Implementing IBM Maximo for Service Providers
 4

Chapter 4. Service Desk scenario

In this chapter, we describe the implementation of a common Service Desk
requirement, where we have the customer searching for solutions and opening
service requests. The entire process contains several customer-specific features
enabled by the Service Provider package, such as service request, solutions,
response plan, and Service Level Agreement.

The topics that we discuss in this chapter are:

򐂰 4.1, “Business requirements” on page 78
򐂰 4.2, “Applications involved” on page 79
򐂰 4.3, “Scenario benefits” on page 79
򐂰 4.4, “Implementation” on page 79

© Copyright IBM Corp. 2010. All rights reserved. 77

4.1 Business requirements
The customer RedBookCus-A needs to implement an effective process to allow
their employees to search for existing solutions for their common requests or
issues. They must be able to open tickets if no solutions are found. Those tickets
must be validated for a Service Desk Analyst and must go to the correct
Resolution Group based on the classification. Also, a Service Level Agreement
(SLA) must be applied on the ticket based on the Impact and Urgency of the
request.

The customer needs to view the progress of the ticket and receive a notification
when the ticket is closed. Figure 4-1 gives an overview of the process.

Figure 4-1 Process overview

78 Implementing IBM Maximo for Service Providers

4.2 Applications involved
The applications that we use in this chapter are:
򐂰 Solutions
򐂰 Search Solutions
򐂰 Create Service Request
򐂰 View Service Requests
򐂰 Service Request
򐂰 Response Plan
򐂰 Service Level Agreement (SP)
򐂰 Escalation

4.3 Scenario benefits

This scenario describes the best practices to give the customer the ability to
search for tips or solutions for his day-to-day problems and a way to open
requests if there is no solution that fits with his needs. It also describes the best
practices to the Service Desk to attend and resolve the customer request.

The benefits of this scenario are:

򐂰 Provide the customer with an easy way to search or to request answers for his
problems.
򐂰 Automate several actions that the Service Desk agent performs to save time
and decrease the resolution time.
򐂰 Give the customer the ability to view the request life cycle and add comments
or further information in it.
򐂰 Set a target date to have the resolution target based on its impact and
urgency.
򐂰 Send automatic communications to the customer and resolver groups to have
everybody aware of the request and its updates.

4.4 Implementation
In this section, we provide step-by-step procedures for implementing the Service
Desk scenario.

In summary, the customer uses the Search Solutions application to try to find one
solution for this issue or doubt. If the customer cannot find a solution, he opens a

Chapter 4. Service Desk scenario 79

 service request using the Create Service Request application. This service
request contains only basic information, such as description and customer data.
The Service Desk Analyst needs to analyze it, fill out the important fields, and
send the service request to the responsible owner group to resolve it. To make
this work easier, the Service Desk Analyst can apply a response plan to the
ticket. The Response Plan assigns the service request the correct owner group,
sends a notification, and applies a SLA. After the owner group receives the
service request, they work to resolve it, adding the solution details in the service
request and changing its status to Resolved. The customer receives a
notification when the process ends.

The first step needed is performing the configuration of the features that will be
used. The second step is using the Service Desk applications to search for an
existing solution, submit the customer request, and explain how the
customer-specific features work over the entire process.

There are five important roles to implement and apply this scenario:
򐂰 Maximo Administrator: Responsible for the configuration.
򐂰 Solution Administrator: Responsible for managing the solutions.
򐂰 Customer User: Responsible for searching solutions and to opening Service
Requests.
򐂰 Service Desk Analyst: Responsible for the Service Request validation.
򐂰 Resolver Analyst or Specialist: Responsible for the Service Request solution.

Over the next sections, we describe how each role performs the tasks they are
responsible for.

4.4.1 Implementation steps

Follow these steps to complete the scenario:
򐂰 Pre-configuration:
– Basic configuration (Customer, Classification, and so on).
– Create a solution.
– Set up a Service Level Agreement to be applied by the Response Plan.
– Set up a Response Plan to be applied on the service request.
– Enable the out-of-the-box Escalations to send notifications.
򐂰 Service Desk Process:
– Search for a Solution.
– Submit a Service Request.
– View the Service Request updates.

80 Implementing IBM Maximo for Service Providers

 – Validate the Service Request and Apply the Response Plan.
– Resolve the Service Request.

4.4.2 Pre-configuration
In this section, we provide pre-configuration steps for this scenario:

Basic configuration
Responsible role: Maximo Administrator

A basic configuration is required before setting up the features described in the

next sections. Follow the instructions from Chapter 3, “Initial configuration” on
page 25 to configure them. Make sure all the configurations are associated with
the RedBookCus-A customer and the security user has access to this customer.

Table 4-1 Basic Configuration

Object Name Description

Customer RedBookCus-A RedBooks Inc.

Customer A

Owner group NETWORK IT/Network Support

Classification End User Issue \ Network Network Issues

Creating a solution
Responsible role: Solution Manager

A solution is a predefined response to a commonly asked question or problem.

You can allow customers to search and view solutions from a simplified
knowledge base, called Search Solutions, to resolve their problems on their own.
A solution can also associated with a service request, incident, or problem ticket.
The solution is accessible from other applications, if its status is ACTIVE and the
Self-Service Access? option must be selected to be visible to self-service
(customer) users.

As a Solution Administrator, you create solution records from the Solution

application. To create a new solution, select Go To  Service Desk 
Solutions, and then click New Solution.

Figure 4-2 on page 82 shows an example of a Solution.

Chapter 4. Service Desk scenario 81

Figure 4-2 Creating a Solution

The system sets the status of the record to DRAFT. The user name of the
logged-in user is displayed in the Solution Author field and an automatic ID is
generated in Solution field. Other important fields are:
򐂰 Description: A summary of the solution.
򐂰 Classification: A classification helps users narrow the search for an
appropriate solution.
򐂰 Type: Enter a type (for example, FAQ) that you can use to group similar types
of solutions. Users can filter a list of solutions by type to narrow the search for
an appropriate solution.
򐂰 Self-Service Access?: Select it to display the solution to the customer users.

82 Implementing IBM Maximo for Service Providers

򐂰 Customer: Associate the solution with the customer. In this case, the
customer is REDBOOKCUS-A.
򐂰 Symptom: Describe the customer question or problem.
򐂰 Cause: If appropriate, describe the one or more causes of the problem.
򐂰 Resolution: Answer the question or explain how to solve the problem.
򐂰 User Comments: The users can send a feedback using this field.
򐂰 Keywords: Users can search for solutions based on keywords added in this
field. It can make the search function easier.

Change the solution status to ACTIVE by clicking Change Status. It allows other
applications and customer users to gain access to the solution record.

Tip: Use Number of Hits, Times applied by Self Service, and User Comments
information to evaluate if the solution is useful.

Setting up a Service Level Agreement

Responsible role: Maximo Administrator

The Service Level Agreement (SLA) used for this scenario is based on Internal
Priority of the service request. It sets the target to finish as 24 hours for resolution
and will be applied automatically by the Response Plan. It also sends a
notification to the person group owner when the target finish time is reached.

To set up the SLA:

1. Create a new SLA.
2. Add a Commitment with the values:
– Type: RESOLUTION
– Value: 24
– Unit of Measure: HOURS
3. In the Commitment row, click Define Escalation, as shown in Figure 4-3 on
page 84.

Chapter 4. Service Desk scenario 83

Figure 4-3 Service Level Agreements: Commitment configuration

The escalation tab is displayed and defaults the information in the Escalation
and Escalation Points table windows from the SLA.
4. Change the schedule and condition values as needed, and make sure the
Escalation Points table window is configured, as shown in Figure 4-4.

Figure 4-4 Service Level Agreements: Escalation configuration

5. Add a Communication Template for this Escalation Point that must notify the
person group owner.
6. Click the Conditions tab, and complete the SLA criteria with Internal Priority
EQUALS 3.
7. Click Select Action  Associate Customer, and add REDBOOKCUS-A
customer.
8. Click Change Status, and select ACTIVE. When the SLA is activated, the
system automatically changes the status of the escalation to ACTIVE. If you
change the SLA status to INACTIVE, the system displays a message asking
whether you want to change the associated escalation to INACTIVE.
9. Click Save SLA.

84 Implementing IBM Maximo for Service Providers

Setting up a response plan
Responsible role: Maximo Administrator

A response plan automates the processing of a service request or a work order.

In this section, the Response Plan is configured to automate certain actions that
the Service Desk Analyst manually completes:
1. Assign an owner group, and change the service request status to QUEUED.
2. Send a notification to the owner of the person group assigned.
3. Apply a SLA.

A basic configuration of a Response Plan is in Chapter 3, “Initial configuration”

on page 25. The following steps describe how to configure a Response Plan to
make the three actions we just listed.
1. Create a new response plan.
2. In the Response Plan tab, complete the following fields:
– Applies To: service request
– Ranking: 10
– Assign Owner Group: NETWORK
Figure 4-5 on page 86 shows the Response Plan tab.

Chapter 4. Service Desk scenario 85

Figure 4-5 Response Plan configuration

3. In the Conditions section, specify the classification to use as a condition to

apply the Response Plan. In this case, the classification must be related to
Network issues, such as End User Issue \ Network.
4. Save the record.
5. Click the Response Actions tab, click New Row, and Add the existing action:
– SR_APPLYSLA: apply SLA to SR
There are several out-of-the-box actions you can use in your Response Plan.
You also can create new actions, for example, to fill in Service Group field.
Also, add a Communication Template in the Notifications table window. It
must be sent to the person group owner. This notification ensures that the
owner group assigned is aware about the service request.
Figure 4-6 on page 87 shows the Response Actions tab with Apply SLA
action and the notification that we previously mentioned.

86 Implementing IBM Maximo for Service Providers

Figure 4-6 Action and Notification added in the Response Plan

6. Click Select Action  Associate Customer and add REDBOOKCUS-A

customer. The Response Plan is available only for service requests from
REDBOOKCUS-A customer.
7. Save the record again.
8. Click Change Status  Active.

Service Desk escalations

Responsible role: Maximo Administrator

There are several predefined escalations recommended by best practices. These

escalations automate important actions, such as sending a notification to the
user when the service request is resolved. By default, the predefined escalations
are not active.

The Table 4-2 on page 88 shows three Escalations you must activate for this
scenario. As an administrator, you can change the default behavior provided by
the product, for example, the ESCSRCLS10 escalation, which triggers a
notification 10 days after a service request is resolved, can be re-configured to a
different number of days.

Chapter 4. Service Desk scenario 87

 Table 4-2 Predefined automatic notifications for the Service Request application
Escalation Description Automatic Communication
notification template

ESCSRRES Notify that service This CTSRRES

request is resolved communication is
automatically sent
to the Reported By
and Affected
Person users within
one day after the
SR status changes
to RESOLVED.

ESCSRCLS Notify that service This CTSRCLS

request is closed communication is
automatically sent
to the Reported By
and Affected
Person users within
one day after the
service request
status changes to
CLOSED.

ESCSRCLS10 Close service After a SR has CTSRCLS10

request in resolved been in
state for 10 days or RESOLVED status
more for 10 or more
days, the SR is
automatically
changed to
CLOSED status
and this
communication is
sent to the
Reported By and
Affected Person
users within one
day after the SR is
closed. The
ESCSRCLS and
ESCSRCLS10
escalations are
coordinated so that
only one
notification is sent
in case of a conflict.

88 Implementing IBM Maximo for Service Providers

4.4.3 Service Desk process
After the applications involved in this scenario are configured, the customer can
work with the solutions or open a service request, and the Service Desk Analyst
and Resolver Specialist can attend and resolve the tickets using the best
practices provided by the system.

Searching for a solution

Responsible role: You

The first need for the customer is finding an instruction or a solution for using the
Search Solution application (Go To  Service Desk  Service Request 
Search Solutions or click the Search Solution link available on the Start Center).

Search Solution application lists all the solutions available for the customer
REDBOOKCUS-A. You can navigate through the View Solutions table window
looking for a solution that might fit with your doubt or issue, or you can filter the
results by using search solution fields. The better way to search a solution is
typing a description in the Solution Description field or some keywords in the
Keywords field. Is also possible to search a solution based on its classification.

Note: If you need to remove the classification, click Detail Menu  Clear
Classification. The system clears the values in the Classification and
Description fields.

Figure 4-7 shows an example of the Search Solution view.

Figure 4-7 Searching for a solution

Chapter 4. Service Desk scenario 89

 Whether the solution is useful or not, you can rank it in the User Comments
section, as shown in Figure 4-8.

Figure 4-8 Ranking a solution

Submitting a service request

Responsible role: Customer User

If you do not find a solution for your issue, click the Create Service Request link.
If the solution you found did not resolve your issue, click No - Create a Service
Request.

The system creates a service request and enters your user name in the
Reported By and Affected User fields. If you are reporting an issue on behalf of
someone else, the Affected User field. Enter as much information as possible to
help the service desk analyst validate your issue more quickly.

Typically, you enter information in these fields:

򐂰 Asset or Location
򐂰 Configuration Item
򐂰 Reported Priority
򐂰 Summary
򐂰 Details

Figure 4-9 on page 91 shows an example of a Service Request.

90 Implementing IBM Maximo for Service Providers

Figure 4-9 Creating a Service Request

You also can attach documents or images useful for the Service Request. The
easier way to attach print panels is using the Screen Capturer feature. When you
click the Screen Capturer button, a new window is opened and allows you to
take screenshots, crop the image, and save the image as an attachment.
Figure 4-10 on page 92 shows the Screen Capturer window.

Chapter 4. Service Desk scenario 91

Figure 4-10 Taking screenshots with Screen Capture feature

When you finish filling in the fields, click Submit. The system pops-up a message
with the service request number. You can select options from the dialog box to
view details of the service request, return to your start center, or create another
service request.

Viewing the service request updates

Responsible role: Customer User

After you create a service request, you can check its status, view any
communications or updates from the Service Desk Analyst / Resolver Specialist,
and add information. To open the View Service Requests application, click Go
To  Service Desk  Service Request  View Service Request, or click the
View Service Request link available on the Start Center.

View all of your service requests that are open in the View Service Request table
window and can filter them by using search fields. From this view, shown in
Figure 4-11 on page 93, you can see the basic information of your service
request, such as summary and status.

92 Implementing IBM Maximo for Service Providers

Figure 4-11 Viewing the Service Requests

When you click the service request ID link, a new page is loaded with all of the
details of your service request. From this page, you can:
򐂰 Add new attachments: Click Attach File, specify the file, and click OK.
򐂰 Add information: Click Add log Entry, type the summary and details, and click
OK.
򐂰 View the updates from the Service Desk Analyst / Resolver Specialist: This
information is displayed in the Log table window.

Figure 4-12 shows Attachments and Log table windows.

Figure 4-12 Adding attachments and comments into the service request

Chapter 4. Service Desk scenario 93

 Validating the service request
Responsible role: Service Desk Analyst

The service requests can be monitored by the Service Desk Analyst using a
Result set in the Start Center or List tab in the Service Request application. The
security group of the Service Desk Analyst must have access to the customer
(REDBOOKCUS-A) to be able to see the service requests. After the service
request is submitted by the customer, the Service Desk Analyst must open it,
complete the important fields, and apply the Response Plan. If the service
request needs further information to be addressed and resolved, the customer
can be contacted by phone, email, or by adding a communication in the Logs to
the customer.

The most important fields that must be completed before applying the Response
Plan and SLA are:
򐂰 Classification: Because this is not a required field, the customer can leave it
blank or fill it in with an incorrect classification. It is important to have the
correct classification because the Response Plan is based on its value to be
applied. For our scenario, it must have End User Issue \ Network value.
򐂰 Internal Priority: This is a read only field, and is automatically populated
based on Impact and Urgency values. The SLA is based on its value.

Note: The business rule for the Internal Priority is configured in the Priority
Matrix application. For more information, refer to the information center
website:
http://publib.boulder.ibm.com/infocenter/tivihelp/v32r1/topic/com
.ibm.srm.doc/en/c_matrix_intro.html

򐂰 Impact: The business impact or severity of the service request. For our
scenario, type 3.
򐂰 Urgency: A reflection of the speed in which the service request is resolved.
For our scenario, type 3.
򐂰 Site: Specifies the site of the customer.
򐂰 Customer: Identifies the customer. This value is based on the customer of the
Affected Person. It must already be populated with REDBOOKCUS-A.

After you complete the fields in the bulleted list, click Select Action  Apply
Response Plan. The system presents a message informing you that the status
changed to QUEUED and the Response Plan was applied.

94 Implementing IBM Maximo for Service Providers

 Notice that the Response Plan changed the following fields:
򐂰 Owner Group: The Network owner group has been assigned.
򐂰 Status: When an owner group is assigned, the workflow changes the status to
QUEUED.
򐂰 SLA Applied?: This option indicates that a SLA was applied.
򐂰 Target Finish: The SLA set the target finish as 24 hours of resolution.
򐂰 Response Plan: Indicates the Response Plan ID applied.
򐂰 Communication Log: The notification configured in the response plan was
sent and logged in this tab.

Figure 4-13 shows a service request with a response plan applied.

Figure 4-13 Service Request with a Response plan applied

If an incorrect response plan was applied, it is possible to re-apply it. To do that,

change the classification or whatever other condition field, and click Select
Action  Apply Response Plan. To see the Response Plan history, click
Response Plan detail menu  Show History.

Chapter 4. Service Desk scenario 95

 Figure 4-14 shows the response plan history.

Figure 4-14 Response Plan History

Working and resolving the service request

Responsible role: Resolver Specialist

As the Service Desk Analyst, the Resolver Specialist can monitor the service
requests assigned to its person group using the Start Center Result Set or the
List tab in the Service Request application.

The following actions on the service request must be made by the Specialist who
is working on it:
1. Change the status to In Progress: Use the in Progress status when you start
working on the service request. To do this, click the Change Status or
Service Request in progress icon, as shown in Figure 4-15.

Figure 4-15 Changing the status to In Progress

2. Add a worklog: the updates can be logged by adding new rows in the worklog
tab. The worklog fields are:
– Type: Select a type of log entry. For example, you can select WORK to log
the work you are doing. The comments inserted by the Customer User in
View Service Request application are logged as CLIENTNOTE type.
– Summary: Short description of the work log entry.
– Details: Long description of the work log. You can check the spelling of text
that you enter by clicking Long Description next to the Summary field.
– Viewable?: Specifies whether a Customer User can view this work log
entry. It is usually selected when you need to request more information

96 Implementing IBM Maximo for Service Providers

 about the issue or to log your work progress. For internal communication
or information that cannot be viewed by the customer, do not select this
field.
Figure 4-16 shows an example of worklogs.

Figure 4-16 Adding worklogs into the service request

After the service request is saved, the only Viewable field is available to be
changed in the Log tab. To change other fields of the work log or delete it,
click Select Action  Modify/Delete Work log.
3. Resolve the service request: When the work on the service request is finished
and the customer issue resolved, you must resolve the service request using
the following steps:
a. Enter the solution: In the Solution Details tab, you can select an existing
solution that fits with this request or type a new one by filling in the
Symptom, Cause, and Resolution fields. Select Self-Service Access? to
leave the solution visible to the customer who opened the service request.
b. Change the status to Resolved: Click Change Status or Service Request
Resolved. The system send a notification to the reported by and affected
person (ESCSRRES escalation) informing them that the service request
was resolved.

The customer can add more information into the service request when its status
is Resolved, for example, a feedback stating that the issue is still occurring. After
10 days (the period defined in the ESCSRCLS10 escalation) the service request
status will be changed to CLOSED and no more logs can be entered on it.

The Service Desk scenario is complete.

Chapter 4. Service Desk scenario 97

98 Implementing IBM Maximo for Service Providers
 5

Chapter 5. Assets and locations

scenario
This chapter describes a business requirement where RedBookCustA must
move your assets to another location inside the same customer. For this
scenario, we use the Asset and Location applications.

In this chapter, the topics that we discuss are:

򐂰 5.1, “Business requirements” on page 100
򐂰 5.2, “Applications involved” on page 100
򐂰 5.3, “Implementation” on page 100

© Copyright IBM Corp. 2010. All rights reserved. 99

5.1 Business requirements
The customer RedBookCus-A has two assets inside location A. The Service
Provider company RedBooks Inc. moves these assets to location B, as
requested by RedBookCus-A. In this chapter, we explain the steps required to
accomplish this configuration for RedBookCus-A.

5.2 Applications involved

The applications that we use in this chapter are:
򐂰 Assets (SP)
򐂰 Locations (SP)

5.3 Implementation
We describe the steps required to implement this scenario. Using the assets (SP)
and Locations (SP) applications.

The first step is to configure and create a relationship with assets and locations.
After this is done, we can start to work with our assets.

5.3.1 Implementation steps

Execute the following steps to implement the scenario:
򐂰 Pre-configuration:
– Basic configuration (customer, site)
– Create a location
– Create an asset
򐂰 Moving the assets:
– Select the assets
– Select the location
– Apply the selected locations in Assets application and save the
configuration

100 Implementing Maximo Service Provider

5.3.2 Pre-configuration
First a basic configuration is required for this scenario. Our Customer is
RedBookCus-A and the Site name RedBook01.

Setting up an asset
As an asset Administrator, you can create a new asset from the asset
application. To create a new asset, select Go To  Assets  Assets New
asset icon.

The system sets the asset’s status to NOT READY by default. You must enter the
asset’s name.

Other fields used are:

򐂰 Description: A summary of the solution.
򐂰 Parent: The asset’s parent.
򐂰 Location: Location where the asset is located.
򐂰 Primary Customer: Associate asset with customer. Note that you can
associate an asset with multiple customers, but only one will be the primary.
򐂰 Change the status to OPERATING using the Change Status icon.

5.3.3 Setting up a location

Location is the application used to set the location in asset. This helps the
customer know where their assets are located.

To create a new location, select Go To  Assets  Location, and click New

Location. See Figure 5-1 on page 102.

Chapter 5. Assets and locations scenario 101

Figure 5-1 New location

The system sets status field to OPERATING (read only). You cannot change this
field.

Other fields used are:

򐂰 Location: The name or ID of the location
򐂰 Description: A description of the location
򐂰 Type: Operates when location is Working

Sub tab used are:

򐂰 Systems: System of the location
򐂰 Parent: Parent of the location
򐂰 Children: Children of the location

5.3.4 Moving the assets

After the applications involved in this scenario are configured, you can work with
the assets. We show you how to move the assets.

102 Implementing Maximo Service Provider

Selecting the assets
To select the assets:
1. Open the Move Modify Assets application by selecting Go To  Assets 
Assets (SP). Click Select Action  Move Modify Assets. See Figure 5-2.

Figure 5-2 Move/Modify Assets

Figure 5-3 on page 104 shows the Move Modify Assets View.

Chapter 5. Assets and locations scenario 103

Figure 5-3 Move Modify Assets View

Selecting the location

You must select the assets in the To Location field, and set the SHIPPING
location for assets in location BPM3100. See Figure 5-4 on page 105.

104 Implementing Maximo Service Provider

Figure 5-4 Setting the location

Applying selected locations in assets and saving the record

After entering the SHIPPING location in To Location field, click Apply, and OK.
See Figure 5-5 on page 106.

Chapter 5. Assets and locations scenario 105

Figure 5-5 Load changes

Figure 5-6 is displayed.

Figure 5-6 System message

Now the asset is in the new location: SHIPPING.

In this scenario, we showed you how to move the asset from one location to
another. Similarly we can move the parent or bin. We can also move multiple
assets in one step.

106 Implementing Maximo Service Provider

 6

Chapter 6. Billing scenario

This chapter describes a typical scenario for the Maximo for Service Providers
Billing system, using a service request. In this scenario case we use a fictitious
company RedBooks Inc., which is a Service Provider company that is
responsible for managing the IT assets of the Company A. RedBooks Inc.
company has a subcontract with CompanyE for elevator maintenance.

The topics that we discuss in this chapter are:

򐂰 6.1, “Business requirement” on page 108
򐂰 6.2, “Applications involved in this scenario” on page 109
򐂰 6.3, “Step-by-step implementation” on page 110

© Copyright IBM Corp. 2010. All rights reserved. 107

6.1 Business requirement
The RedBook Inc. has an agreement with CompanyA for maintaining the
CompanyA’s head office building, which includes the elevator maintenance. The
RedBooks Inc. does not do the elevator maintenance itself; instead, it
subcontracts CompanyE for it.

The agreement between RedBooks Inc. and CompanyA specifies that the
elevator repairs that are done at the São Paulo building of CompanyA has a
markup of 30% over the service cost of elevator maintenance. The emergency
repairs that are done at the São Paulo building of CompanyA has a markup of
100% over the service cost.

The RedBooks Inc. service desk gets a call from CompanyA reporting the
problem with the elevator. A service request is created as a result of this call.
This building elevator asset is configured as a high priority, which makes the
service request to be reported as high priority.

RedBooks Inc. configured a response plan, called CUSARP1, for elevator

maintenance at CompanyA’s buildings that creates a work order based on the
asset that is associated with the service request. The CUSARP1 specifies the
work order vendor as CompanyE and applies a job plan for elevator
maintenance. When the job plan is applied to the work order, a planned service
is created on that work order. RedBooks Inc. has a workflow configured that
creates and approves a purchase order (PO) for the service of this work order
with a cost of $300.00, which is the value of the last price billed by CompanyE on
the service of elevator maintenance, the workflow check if for the last purchase
order on the elevator maintenance of CompanyE and it was in this financial
period, so the workflow automatically approves this purchase order. The
configured condition in the workflow automatically approves high priority
purchase orders, if the total cost is more than $1000.00.

After approving the purchase order, the workflow changes the status of the work
order to approved and sends an email to CompanyE, the workflow vendor,
requesting a maintenance repair on the CompanyA elevator.

CompanyE receives an email with the work order details and sends a labor to fix
the elevator. This email contains all of the details needed for the work order
execution, including the service address, asset details, steps that for execution,
and the tools that are needed to fix. Using this email informs CompanyE labor to
go to the São Paulo building of CompanyA and execute the requested
maintenance service.

After the elevator is fixed, CompanyE communicates to RedBooks Inc. that the
service was executed and the work order can be marked as completed. All of the

108 Implementing IBM Maximo for Service Providers

 details of the service execution is stored at the work order. RedBooks Inc.
changes the status of the work order to completed and it is billed at the next
CompanyA bill cycle.

The agreement between RedBooks Inc. and CompanyA established that the
billing is monthly and contains all the services that are provided from RedBooks
Inc. to CompanyA from the previous month, starting on the 2nd day of the last
month and ending on the 1st day of the current month.

A bill batch is created for billing CompanyA at the 2nd day of each month. This
batch contains all of the workorders, tickets, and sales order completed in the last
month. This month’s batch contains the work order for the elevator maintenance,
which is billed at a price of $600.00.

CompanyA logs into the Maximo for Service Providers, accesses the Bill Review
application, and reviews the billing details of what was billed. The information
contained in the Bill Review(SP) application is related with the work order that is
executed to fix the elevator, CompanyA agrees to pay $600.00 billed for the
service and approves the bill review.

With CompanyA’s bill review approval, the bill is ready to be submitted.

6.2 Applications involved in this scenario

The scenario described in this chapter uses the following Maximo for Service
Providers applications:
򐂰 Customer (SP)
򐂰 Customer Agreement (SP)
򐂰 Price Schedule (SP)
򐂰 Service Request (SP)
򐂰 Response Plans (SP)
򐂰 Customer Billing (SP)
򐂰 Bill Review (SP)

We describe how to use each application in detail in this chapter.

Some of the Maximo Enterprise Asset Management applications are used to

configure this scenario, which include:
򐂰 WorkFlow Designer
򐂰 Actions
򐂰 Purchase Requisitions
򐂰 Purchase Orders
򐂰 Receiving

Chapter 6. Billing scenario 109

 These applications are not specific to Maximo for Service Providers and we do
not discuss their use in this chapter. A detailed description of how to use this
applications can be found at Maximo support web page:

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ma
m.doc_7.1/mam_welcome.htm

6.3 Step-by-step implementation

In this section, we provide implementation steps for this scenario.

6.3.1 Creating a customer

In the Customer application, you can configure the CompanyA details. A
description of how to create a customer is described in 3.2, “Customer (SP)” on
page 29. You can access the Customer (SP) application by selecting Go To 
Service Provider (SP)  Customer (SP).

6.3.2 Creating a customer agreement with a price schedule

The Customer Agreement application is where you can configure the agreement
details. A description of how to create a customer agreement is in 3.14, “Creating
customer agreements” on page 59. An image of the CompanyA agreement is
shown in Figure 6-1 on page 111. This agreement is configured with a monthly
billing cycle. The bill end day is set to 1, which makes the bill batch to select all
work order, ticket, and sales order from the previous month, starting on day 2,
until day 1 of the current month. You can access the Customer Agreement (SP)
application by selecting Go To  Service Provider (SP)  Customer
Agreement (SP).

110 Implementing IBM Maximo for Service Providers

Figure 6-1 CompanyA Customer Agreement details

The customer agreement was created using the data shown in Figure 6-1, with
the following values:
򐂰 Agreement: RedBKCA-AG1
򐂰 Description: CompanyA Agreement
򐂰 Revision: 0
򐂰 Payment Terms: N30D
򐂰 Billing Cycle: MONTHLY
򐂰 Bill End Day: 1
򐂰 Customer: CompanyA
򐂰 Start Date: 19/06/10
򐂰 End Date: 19/06/11
򐂰 Status: Draft

Note: The customer agreement can be revised if you need to change the
values in the price schedule of an approved customer agreement. When you
create a new revision of a customer agreement, it has the status of Pending
Revision. After changing this status to Approved, the previous revision status
is changed to Revised.

Chapter 6. Billing scenario 111

 Tip: The customer agreement can be applied to work order, tickets, and sales
order only when it is in the Approved status.

In the Customer Agreement (SP) application, you insert the price schedule
details. After creating the customer agreement, go to the Price Schedule tab, and
click New Row.

The price schedule is part of the Customer Agreement (SP) application. In this
scenario, we use a standard work order price schedule with a special price
configuration for services. This scenario agreement contains two price
schedules: one configured for high priority work orders and another configured
for normal priority work orders. The difference between these two price
schedules is in conditions and in price rules tabs. The data of the price schedule
is shown in Figure 6-2.

Figure 6-2 Price Schedule example

This agreement contains two price schedules, one with high priority, which was
configured as follows:
򐂰 Price Schedule: HIPRIO
򐂰 Description: High Priority Price Schedule
򐂰 Applies To: WORK ORDER
򐂰 Ranking: 4

112 Implementing IBM Maximo for Service Providers

 Note: The Ranking field is used when applying a customer agreement to
tickets, work orders, and sales orders. If more than one price schedule fit
the conditions to be applied, the one with the lower ranking number is
applied. If two or more of these price schedules have the same ranking
value, the system select one of them.

At the Conditions section of the Conditions sub tab of the price schedule tab,
the data was configured:
– Field Name: Reported Priority
– Condition: EQUALS
– Value: 2
At the Service sub tab, the price schedule tab was configured as shown in
Figure 6-3 with this data:
– Default Calculation Percentage: 100,00
– Markup from Item Cost: true

Note: At this example the “,” was configured as a decimal point. This
configuration can vary from country-to-country.

The high priority price schedule has a condition configuration, shown in

Figure 6-3, to match the high priority work orders. The conditions configuration is
done at the Conditions sub tab of Price Schedule tab.

Figure 6-3 High priority condition configuration of a price schedule

Chapter 6. Billing scenario 113

 The markup from item cost is configured in the Services sub tab of the Pricing
Rules sub tab of the price schedule tab, as shown in Figure 6-4. The markup
percentage is inserted at the Default Calculation Percentage field.

Figure 6-4 Pricing rules configuration of Services in the high priority price schedule

The second price schedule data was configured as follows:

򐂰 Price Schedule: WOSCHED
򐂰 Description: Normal Priority Price Schedule
򐂰 Applies To: WORK ORDER
򐂰 Ranking: 4
No conditions were configured for this price schedule. The configuration of
the Pricing Rules sub tab is shown in Figure 6-5, and it was configured with
the following data:
– Default Calculation Percentage: 30,00
– Markup from Item Cost?: true

Figure 6-5 Pricing rules configuration of Services in WOSCHED price schedule

After configuring the Price Schedule you must change the Customer Agreement
status to approved, which you can do by selecting the Change Status option

114 Implementing IBM Maximo for Service Providers

 from the Select Action menu or clicking Change Status. A dialog is displayed,
and you can change the customer agreement to Approved status.

6.3.3 Creating a response plan

Using the Response Plans (SP) application you can create a work order that is
related to the opened service request. An example of how to create a response
plan is in 3.15, “Creating a response plan” on page 66. You can access this
application by clicking Go To  Service Provider (SP)  Response Plans
(SP).

Note: We do not describe the configurations of actions used in the Response

Plan (SP) application. For more information about Action application you can
access:

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm
.mam.doc_7.1/mam_welcome.htm

The actions of this response plan contains actions for creating a work order
and sets its vendor to CompanyE.

The response plan used in this use case is shown in Figure 6-6.

Figure 6-6 Response plan example

The values used in this response plan are:

򐂰 Response Plan: CUSARP1
򐂰 Description: Customer A high priority response plan
򐂰 Status: ACTIVE
򐂰 Applies To: SR
򐂰 Ranking: 3

Tip: To change the response plan status, you must choose the Change
Status action on the Select Action menu, or select Change Status on the
Toolbar menu.

After creating the response plan, you must associate it with a customer. This can
be done by selecting the Associate Customer from the Select Action menu, as
shown in Figure 6-7 on page 116.

Chapter 6. Billing scenario 115

 Figure 6-7 Associate Customer response plan action

Applying a response plan to tickets and work orders: The Ranking field is
used when applying a response plan to tickets and work orders. If more than
one response plan fits the conditions to be applied, the one with the lower
ranking number is applied. If two or more of these response plans have the
same ranking value, the system selects one of them.

To configure this response plan to be applied to high priority service requests,

add a condition to it. Go to the Conditions section of the Conditions tab. This
condition is similar to the one described in 6.3.2, “Creating a customer
agreement with a price schedule” on page 110.

6.3.4 Creating a service request

The Service Request application is used by the service desk of RedBook Inc. to
handle its clients’ calls. This application contains details about the service
request, including, the person information that was reported with the service
request, the summary and the service request details, asset, location, customer,
the reported date, and the target date. In the Related Records tab, you can
create tickets, work orders and solutions that are related to this service request.
In the scenario described here, the response plan, applied to this service
request, creates a work order related to the service request. The example

116 Implementing IBM Maximo for Service Providers

service request is shown in Figure 6-8 and Figure 6-9. You can access the
Service Request (SP) application by selecting Go To  Service Desk 
Service Request (SP).

Figure 6-8 Service Request: Details, asset, location and customer details

Figure 6-9 Service Request affected person and priority details

Chapter 6. Billing scenario 117

 The service request was configured with the following data:
򐂰 Affected Person/Reported By: CUSA
򐂰 Name: CustomerA (CompanyA) São Paulo Building Manager
򐂰 Phone: 11111111
򐂰 Email: [email protected]
򐂰 Summary: Broken Elevator
򐂰 Details: The elevator of the CompanyA São Paulo Building has stopped. The
client reported that the elevator was working properly yesterday, but today,
when the employees of São Paulo building arrived at work, they noticed that
the elevator was not working. The elevator was stopped at the 1st floor with
the door open.
򐂰 Asset: CASPBELEV
򐂰 Location: CASPB
򐂰 Site: Bedford

After creating the service request, you must apply a response plan to it, which
you can do by selecting Apply Response Plan from the Select Action menu, as
shown in Figure 6-11 on page 119. A confirmation message is shown in the
toolbar when the response plan is applied, as shown in Figure 6-10.

Figure 6-10 Apply Response plan confirmation message

118 Implementing IBM Maximo for Service Providers

 Figure 6-11 Apply Response Plan action

6.3.5 Creating a customer billing

The Bill Batch (SP) application is used to calculate the prices of all completed
tickets, work orders, and sales orders, related to a specific customer agreement.
You can access the Bill Batch (SP) application by selecting Go To  Service
Provider (SP)  Customer Billing (SP).

The bill batch was created with the following data:

򐂰 Bill Batch: CABB5
򐂰 Customer: REDBOOKCUS-A
򐂰 Agreement: RedBKCA-AG1
򐂰 Bill End Date:01/07/2010

When the agreement is set, the date is automatically configured for the first day
of the actual month, which in this case is 01/07/2010. After creating the customer
billing and saving it, click Copy WO’s, Tickets and SO’s to copy all of the not yet
billed, but completed work orders, tickets, and sales orders from the agreement.
Each work order, ticket, and sales order is placed as a line in the Bill Batch

Chapter 6. Billing scenario 119

 Lines, and their details are on the sub tabs of this section. At the Pre Tax Total
field, there is the total value of each line in this customer billing. The customer
billing details are shown in Figure 6-12. The Bill Price is editable for any
necessary adjustments. After reviewing this billing, you change its status to
PREBILL so this billing is shown in the Bill Review (SP) application.

Figure 6-12 Customer Billing details

In the Bill Review application, the customer can see the details of the billing, as
shown in Figure 6-13 on page 121. The bill review application can be accessed
by clicking Go To  Service Provider (SP)  Bill Review (SP).

The customer can review the billing and approve or dispute each line of the bill
review. If the customer approves the lines of this billing, the billing is ready to be
billed; otherwise, the customer can dispute the billing and this agreement and the
disputed lines are not billed until the customer and the Service Provider achieve
an agreement.

120 Implementing IBM Maximo for Service Providers

Figure 6-13 Bill Review details

Chapter 6. Billing scenario 121

122 Implementing IBM Maximo for Service Providers
 7

Chapter 7. Customer agreement

scenario
This scenario describes the customer agreement between RedBooks Inc., the
Service Provider and RedBookCus-A. RedBook Inc. provides building
management services to RedBookCus-A. Pricing rules are applied to work
orders containing items and services items. A customer billing is generated,
containing this work order and its transactions.

In this chapter, the topics we discuss are:

򐂰 7.1, “Business requirements” on page 124
򐂰 7.2, “Applications involved” on page 124
򐂰 7.3, “Step-by-step implementation” on page 124

© Copyright IBM Corp. 2010. All rights reserved. 123

7.1 Business requirements
RedBooks Inc. is providing building management services to RedbookCus-A.
Redbooks Inc. has a published price list for items that are used in repairs. The
agreement between RedBooks Inc. and RedbookCus-A specifies that items used
in non-emergency repairs are priced with a 15% discount from list price. Items
used in emergency repairs are billed at list price. This agreement also specifies
that services periodically performed to maintain elevators at RedbookCus-A
Center are charged at a 40% markup.

7.2 Applications involved

The following applications are used in this scenario:
򐂰 Customer Agreements (SP)
򐂰 Item Master (SP)
򐂰 Work Order Tracking (SP)
򐂰 Purchase Requisitions
򐂰 Purchase Orders
򐂰 Receiving
򐂰 Customer Billing (SP)
򐂰 Bill Review (SP)

7.3 Step-by-step implementation

In this section, we describe the step-by-step implementation of this scenario:

7.3.1 Creating a customer agreement with price schedules

You can access the Customer Agreement (SP) application by selecting Go To 
Service Provider (SP)  Customer Agreement (SP).

A customer agreement is created using the following data, as shown in

Figure 7-1 on page 125.
򐂰 Customer Agreement: CARBCUS-A.
򐂰 Description: RedbookCus-A Customer Agreement.
򐂰 Customer: REDBOOKCUS-A - Redbooks Inc. Customer A.

124 Implementing IBM Maximo for Service Providers

Figure 7-1 Customer Agreement application

A price schedule is created (3.14.1, “Pricing rules” on page 62) using this data,
as shown in Figure 7-2 on page 126:
򐂰 Schedule: PSWO’01
򐂰 Description: Price Schedule - Non-Emergency
򐂰 Applies To: WORK ORDER
򐂰 Ranking = 20

Chapter 7. Customer agreement scenario 125

 Figure 7-2 Price Schedule tab

On the Conditions tab, enter Included Services, as shown in Figure 7-3:

򐂰 Service Group: FACILITY Facilities Maintenance Services.
򐂰 Services: NONEMERG Non-Emergency Repairs.

Figure 7-3 Conditions tab

126 Implementing IBM Maximo for Service Providers

On the Pricing Rules tab, select the Materials tab, as shown in Figure 7-4 on
page 127:
򐂰 Default Calculation Percentage for stocked items: -15.00
򐂰 Discount from List Price is selected

Figure 7-4 Materials tab

On the Pricing Rules tab, select the Services tab, as shown in Figure 7-5:
򐂰 Service Group: FACILITY Facilities Maintenance Services
򐂰 Service: ELEVATOR Elevators
򐂰 Calculation Percentage: 40.00
򐂰 Markup from Item Cost is selected

Figure 7-5 Services tab

Another price schedule is created, as shown in Figure 7-6 on page 128:

򐂰 Schedule: PSWO’02
򐂰 Description: Price Schedule - Emergency
򐂰 Applies To: WORK ORDER
򐂰 Ranking = 10

Chapter 7. Customer agreement scenario 127

 Figure 7-6 Price Schedules tab

On the Conditions tab, enter Included services, as shown in Figure 7-7:

򐂰 Service Group: FACILITY Facilities Maintenance Services.
򐂰 Services: EMERG Emergency Repairs.

Figure 7-7 Conditions tab

On the Pricing Rules tab, select the Materials tab, as shown in Figure 7-8 on
page 129:
򐂰 Default Calculation Percentage for stocked items: 0.00
򐂰 Discount from List Price is checked

128 Implementing IBM Maximo for Service Providers

 Figure 7-8 Materials tab

Change the status of the customer agreement to APPROVED.

7.3.2 Creating the work order for non-emergency repairs

You can access the Work Order Tracking (SP) application by selecting Go To 
Work Orders  Work Order Tracking (SP).

A work order is created with the following parameters:

򐂰 Work Order: RB’001
򐂰 Description: Work order for Non-Emergency repairs
򐂰 Location: RBCUS-A RedbookCus-A Location
򐂰 Service Group: FACILITY Facilities Maintenance Services
򐂰 Service: NONEMERG Non-emergency repairs

Note: Location RBCUS-A has a primary customer, REDBOOKCUS-A

RedBook Customer A. When entering the location, the customer field is
automatically populated.

The customer agreement CARBCUS-A with price schedule PSWO’01 - Price

Schedule - Non Emergency is applied to the work order by clicking Select
Action - Apply Customer Agreement or Select Action - Select / Deselect
Price Schedule. A list of eligible price schedules for the customer mentioned on
the work order is displayed. See Figure 7-9 on page 130.

When planning the items and services that will be used and done in this work
order, line prices are calculated according to the pricing rules applied.

In Figure 7-9 on page 130, the item 29331 - Building Thermostat has:
򐂰 Unit Cost: 50.00 dollars.
򐂰 List Sales Price: 70.00 dollars.
򐂰 Line Price is calculated according to the pricing rule: Discount from List Price
as -15.00 percentage, resulting in 59.50 dollars.

Chapter 7. Customer agreement scenario 129

 Figure 7-9 Work order with planned item

In Figure 7-10 on page 131, the service ELEV - Elevator Repair Service has:
򐂰 Unit Cost: 1,000.00 dollars.
򐂰 Line Price is calculated according to the pricing rule: Markup from Item Cost
as 40.00 percentage, resulting in 1,400.00 dollars.

130 Implementing IBM Maximo for Service Providers

Figure 7-10 Work order with planned service

After planning all labors, items, services, and tools that are necessary in this
work order, change the status to APPROVED. When executing the work order,
select the reserved item, as displayed in Figure 7-11.

Figure 7-11 Work order in execution with an item

Chapter 7. Customer agreement scenario 131

 Note: The reorder process is done by going to the Inventory application, and
selecting Select Action  Reorder  Reorder Direct Issue Itms / Svcs.

Running the reorder, a purchase requisition is generated containing the

Service you planned.

After approving the purchase requisition by clicking Select Action  Create

PO, the requisition is executed and the Purchase Order - PO is generated
containing the information about the purchase requisition.

In the PO, enter the company and the subcontractor that executes the service.
After entering all of the necessary information, approve the PO.

In the Receiving application, select the PO and receive the service.

For detailed information, refer to Chapter 6: Purchasing in the Certification

Study Guide Series: IBM Maximo Asset Management V7.1, SG247761 IBM
Redbooks publication.

The service is now displayed in the work order. See Figure 7-12.

Figure 7-12 Work order in execution with a service item

132 Implementing IBM Maximo for Service Providers

 Now you can COMPLETE the work order by changing the status.

7.3.3 Creating the work order for emergency repairs

A similar process for non-emergency repairs is done for emergency repairs.

A work order is created with the following parameters:

򐂰 Work Order: RB’002.
򐂰 Description: Work Order for Emergency repairs.
򐂰 Location: RBCUS-A RedbookCus-A Location.
򐂰 Service Group: FACILITY Facilities Maintenance Services.
򐂰 Service: EMERG Emergency Repairs.

The customer agreement CARBCUS-A, with price schedule PSWO’02 - Price

Schedule - Emergency, is applied to the work order by selecting Select
Action  Apply Customer Agreement displayed in Figure 7-13.

Figure 7-13 Customer Agreement application: Select Action menu

Another way to apply a customer agreement is to select Select Action  Select/

Deselect Price Schedule, as displayed in Figure 7-14 on page 134, and a list of
eligible price schedules for the customer mentioned on the work order is
displayed.

Chapter 7. Customer agreement scenario 133

 Figure 7-14 Select / Deselect Price Schedule action

When planning items and other necessary things that will be used or done in this
work order, line prices are calculated according to the pricing rules that are
applied.

On the Plans tab, enter the item 29331 - Building Thermostat.

򐂰 Unit Cost: 50.00 dollars
򐂰 List Sales Price: 70.00 dollars
򐂰 Line Price is calculated according to the pricing rule: at List Price, resulting in
70.00 dollars

Approve the work order, and select this reserved item on Actuals tab / Materials
tab. Execute all necessary work, and now you can COMPLETE the work order.

7.3.4 Creating the customer billing and bill review

You can access the Customer Billing (SP) application by selecting Go To 
Service Provider (SP)  Customer Billing (SP).

The customer billing is created by entering the following values, as shown in

Figure 7-15 on page 135:
򐂰 Bill Batch: BBRBCUS-A
򐂰 Description: RedbookCus-A Customer Billing
򐂰 Customer: REDBOOKCUS-A - RedBook Customer A
򐂰 Agreement: CARBCUS-A

Note: Bill End Date is automatically fulfilled because we entered the billing
cycle as MONTHLY and marked End of Bill Cycle in the customer agreement.

134 Implementing IBM Maximo for Service Providers

 Figure 7-15 Customer Billing application

To bring all the records to be billed by the Bill End Date, click Copy WOs, Ticket
and SOs.

In this scenario, RB’001, work order for non-emergency repairs, and RB’002
work order for emergency repairs, are displayed in Bill Batch Lines, as displayed
in Figure 7-16.

Figure 7-16 Bill Batch Lines for each work order record

You can see each transaction contained in the bill line, by switching tab-by-tab:
Labor, Materials, Services, Tools and Fees and Charges.

For each transaction the following information is displayed, as shown in

Figure 7-17:
򐂰 Line Cost
򐂰 Line Price
򐂰 Bill Price

Figure 7-17 Transactions lines for each Bill Batch line

After reviewing all bill lines and transactions, you can send this billing to be
reviewed by the customer, by changing its status to PREBILL for Customer.

Then, this customer billing will be available in the Go To  Service Provider

(SP)  Bill Review (SP) application.

Chapter 7. Customer agreement scenario 135

 The customer, in this case RedbookCus-A, has the chance to Approve or
Dispute each bill line.

Note: In general, the quantity of disputed bill lines is less than the approved
ones. To optimize this process, the customer must dispute all lines he judges
as necessary, and then click Select Action  Advance all WAPPR Lines to
APPR. All lines waiting for approval can be changed to approved just by
calling this action.

After reviewing the billing, the customer must change the status to REVIEWED
by Customer.

This process can go back and forth between Redbooks Inc., the Service
Provider, RedbookCus-A, and the customer until the customer billing reaches the
status BILLED.

136 Implementing IBM Maximo for Service Providers

 8

Chapter 8. Migration Manager scenario

This chapter provides the necessary steps to migrate the Service Level
Agreements (SLA) and Response Plan objects from the source environment to
the target environment.

In this chapter, the topics that we discuss are:

򐂰 8.1, “Business requirements” on page 138
򐂰 8.2, “Applications involved” on page 138
򐂰 8.3, “Introduction” on page 138
򐂰 8.4, “Benefits” on page 139
򐂰 8.6, “Step-by-step implementation” on page 145

© Copyright IBM Corp. 2010. All rights reserved. 137

8.1 Business requirements
Suppose you developed a series of Service Provider Service Level Agreements
(SLA) and Response Plans. These objects were developed and tested in a
development environment. After the tests are done, you must migrate them to the
test environment for new tests. Later, it is necessary to have the tested SLAs and
Response Plans objects migrated to the production environment so they can be
used by the system users. Migration Manager is used in this kind of scenario.

8.2 Applications involved

The following applications are used in this chapter:
򐂰 Migration Manager
򐂰 Migration Groups
򐂰 Object Structure
򐂰 Response Plan (SP)
򐂰 SLA (SP)

8.3 Introduction
Introduced in IBM Maximo Enterprise Asset Management 7.1 release, Migration
Manager is a suite of three applications found as part of the System
Configuration module of Tivoli Process Automation Engine and grouped into a
sub-module called Migration. It enables a structured set of steps to promote
client’s configurations from the source environment to the target one. See
Figure 8-1 on page 139.

138 Implementing Maximo Service Provider

 Figure 8-1 The Migration menu

Migration Manager can be used to promote new fields, relationships, domains,

workflows, escalations, window changes and many other configuration changes
from the development environment to the test environment and then through to
the production environment, for example.

8.4 Benefits
The correct use of this tool reduces the time spent during implementation of the
IBM Maximo for Services Providers because it gives you the opportunity to
migrate useful data that is needed in every environment that you install IBM
Maximo for Services Providers. More than just copying the SLAs and Response
Plans from one environment to the other, your data is validated. It means that all
of the validation rules that are applied when you create or edit a SLA or response
plan are executed too to have all of the IBM Maximo for Services Providers rules
guaranteed.

Chapter 8. Migration Manager scenario 139

 Note: See the Migration Manager Guide for more information about how to
use the Migration Manager framework at:
http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm
.tamit.doc_7.1/pdf/mam71_migration_mgr_guide.pdf.

8.5 Migration Manager components for IBM Maximo for

Service Providers
In IBM Maximo for Service Providers 7.1.1.2, migration objects and groups are
added to the Migration Manager framework to accommodate the Service
Provider SLAs and Response Plans applications. The migration groups for SLAs
include the SLAs, Key Performance Indicators (KPIs), SLA Contracts,
Commitments, Service Groups, and Conditions. The migration groups for
response plans include the response plan, Service Groups, and Conditions.
These groups can be duplicated and modified so that other objects are included
in the migration.

8.5.1 Migration Manager

To access the application used to manipulate the package definitions, select Go
To  System Configuration  Migration  Migration Manager. In this
application, there is a package definition called PLUSPSERVICEPROVIDER, as
shown in Figure 8-2.

Figure 8-2 The Migration Manager application: Package Definition tab

140 Implementing Maximo Service Provider

 To have full control over a package definition, we suggest you duplicate the
existing PLUSPSERVICEPROVIDER, or create a new one using the existing
migration group.

8.5.2 Migration Groups

Click Go To  System Configuration  Migration  Migration Groups to
access the application created to manipulate migration groups. In this
application, there is a group called PLUSPSERVICEPROVIDER. See Figure 8-3.

Figure 8-3 The Migration Group application

A migration group is a collection of migration objects. In the Migration Group tab

of the application, inside the table Migration Objects are the DMPLUSPSLA and
DMPLUSPRP objects. You can add or remove objects inside this table, for
example, if you want to migrate only the SLA objects, you can remove the
DMPLUSPRP and keep the DMPLUSPSLA migration object only.

8.5.3 Object structures

The Object Structures application is under Go To  System Configuration 
Migration  Object Structures. This application is used to manipulate the
structure of the migration objects. A migration object is a group of one or more
related business objects that represent one or more database tables.

When you install IBM Maximo for Service Providers two objects structures are
automatically created.

Chapter 8. Migration Manager scenario 141

 SLA object structure
Table 8-1 lists the DMPLUSPSLA, Figure 8-4, which is the object created to
migrate the tables.

Table 8-1 The DMPLUSPSLA related objects

Table Parent Object Relationship

SLA

LONGDESCRIPTION SLA DMSLALONGDESC

PLUSPAPPLSERV SLA PLUSPAPPLSERV

PLUSPAPPLCOND SLA PLUSPAPPLCOND

SLACOMMITMENTS SLA SLACOMMITMENTS

SLAKPI SLA SLAKPI

SLACONTRACT SLA CONTRACTRECORDS

Figure 8-4 The DMPLUSPSLA object structure

Figure 8-4 shows the DMPLUSPSLA object structure. The following objects that
SLAs are dependent on must either be migrated separately, be transferred to the
target environment, or entered manually in the new environment:
򐂰 Calendars, ClassStructures, Organizations and Sites used by the SLA object
򐂰 Escalations referenced by the SLA object
򐂰 KPIs used by object SLAKPI
򐂰 Service Groups and Services used by object PLUSPAPPLSERV
򐂰 Descriptive Names (PLUSPAPPLFLD) used by object PLUSPAPPLCOND

142 Implementing Maximo Service Provider

 Note: See more details about the migration of the mentioned objects in the
Migration Manager Guide at:

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm
.tamit.doc_7.1/pdf/mam71_migration_mgr_guide.pdf

The SLAs in the source environment are filtered by status so that only Inactive
SLAs are migrated. After migration occurs, the SLA in the target environment is
always Inactive.

The following information is not included in the migration of SLAs:

򐂰 The KPIs used to measure SLA commitments of type OTHER
򐂰 The Related SLA relationship
򐂰 Additional SLA criteria
򐂰 Attached documents
򐂰 Locations
򐂰 Assets
򐂰 Configuration Items

Response plan object structure

The DMPLUSPRP is the object created to migrate the tables that are listed in
Table 8-2.

Table 8-2 The DMPLUSPRP related objects

Table Parent Object Relationship

PLUSPRESPPLAN

LONGDESCRIPTION PLUSPRESPPLAN DMRPLONGDESC

PLUSPAPPLSERV PLUSPRESPPLAN PLUSPAPPLSERV

PLUSPAPPLCOND PLUSPRESPPLAN PLUSPAPPLCOND

Chapter 8. Migration Manager scenario 143

 Figure 8-5 The DMPLUSPRP object structure

Figure 8-5 shows the DMPLUSPRP object structure.

The following objects that response plans are dependent on must either be
migrated separately, be transferred to the target environment, or be entered
manually in the new environment:
򐂰 Calendars, Job Plans, Ticket Templates, Person Groups, Companies,
Solutions, and ClassStructures used by the object PLUSPRESPPLAN
򐂰 Service Groups and Services used by object PLUSPAPPLSERV
򐂰 Descriptive Names (PLUSPAPPLFLD) used by object PLUSPAPPLCOND
򐂰 Cron Tasks used by the object ESCALATION
򐂰 Escalations, and the Actions, Action Groups, and Communications Templates
used by the Escalation.
򐂰 Roles and Ticket Templates used by the object ESCNOTIFICATION

Note: See more details about the migration of the mentioned objects in the
Migration Manager Guide at:

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm
.tamit.doc_7.1/pdf/mam71_migration_mgr_guide.pdf

The source response plans are filtered by status so that only inactive response
plans are migrated. The target response plan status must always be Inactive.

144 Implementing Maximo Service Provider

 The following information is not included in the migration of response plans:
򐂰 Attached documents
򐂰 Locations
򐂰 Assets
򐂰 Configuration Items

8.6 Step-by-step implementation

In this section, we describe the steps required to implement this scenario.

8.6.1 Prerequisites
After you define the source and the target environments, make sure that all of the
object records, related to each SLA and response plan that will be migrated, are
already migrated/copied to the target environment. The list of the object is
mentioned in the previous section.

The migration tool will consider only the SLAs and response plans that have the
status Inactive in the source environment. For more details about creating and
changing the status of the SLA or response plan.

8.6.2 Working in the source environment

The migration process in the source environment starts at the Migration Manager
application. To access this application:
1. Select Go To  System Configuration  Migration  Migration
Manager. In this application, you can create new Package Definitions or
duplicate the existing one called PLUSPSERVICEPROVIDER, which was
created during the Service Provider installation.
2. If you duplicate the existing Service Provider package definition, in the
Package Definition tab you will see a table called Migration Groups with a
PLUSPSERVICEPROVIDER group in it. Click Set Where Clause for this row
to open a Set Where Clause dialog box used to define a where clause that will
restrict the set of primary records to be migrated. In our case, we have the
primary records SLA and response plan. You can enter the where condition in
the Where Clause field or define the condition using the SQL Expression
Builder. See Figure 8-6 on page 146.

Chapter 8. Migration Manager scenario 145

 Figure 8-6 The Set Where Cause dialog box

3. Create the folder that will be used to store a compressed file containing all the
information generated by the Migration Manager framework based on your
source database. Click Manage Targets, and populate the dialog with the
Target Name, “Type” = FILE and in the “Database URL or File Path” fill with
the full path of the folder that will be used to store the file that will be
generated. See Figure 8-7 on page 147.

146 Implementing Maximo Service Provider

Figure 8-7 The Manage Targets dialog box

4. After you have the Target created, go to the Distribution tab, click New Row
in the Distributions table, and select the Target that you created. See
Figure 8-8.

Figure 8-8 Migration Manager application - Distribution tab

Chapter 8. Migration Manager scenario 147

 5. Save the Package Definition, and change the status to Approved. A warning
message is displayed informing that this package contains user-defined
migration objects. If you previously migrated the related objects mentioned in
previous sections, you can click Yes and proceed.
6. Activate the Package Definition. Go to the Select Action field, and select the
option Activate/Deactivate Package Definition, as shown in Figure 8-9.

Figure 8-9 The select action Activate/Deactivate Package Definition

7. Create the package. From the Package menu, click Create. A warning
message is displayed. Click Yes. The Upload Compiled Source dialog box is
displayed. Because IBM Maximo for Service Providers does not use
Compiled Sources for the SLA and response plan migration, click Continue,
as shown in Figure 8-10 on page 149.

148 Implementing Maximo Service Provider

Figure 8-10 The Upload Compiled Sources dialog box

8. When the dialog closes a new processing dialog opens indicating that the
package creation is being executed. After the process is finished, you will see
a dialog indicating that the package was created successfully, as shown in
Figure 8-11 on page 150.

Chapter 8. Migration Manager scenario 149

 Figure 8-11 The Processing Complete dialog box

9. Click OK in the dialog. A new row in the Packages table is displayed with the
Created package. See Figure 8-12 on page 151.

150 Implementing Maximo Service Provider

Figure 8-12 The package is created

10.Now you need to have the created package stored in the target folder that you
defined earlier. Click Distribute, select the Target folder that you want to use
to distribute your package, and click OK.

Chapter 8. Migration Manager scenario 151

 Figure 8-13 The Distribute Package dialog box

11.When the distribution process is finished, you will see a dialog box indicating
that it was distributed to the target folder successfully, as shown in
Figure 8-14.

Figure 8-14 The Processing Complete dialog box - Distribute is finished

Now your job is done in the source environment. You will use the created file
inside the distribute folder to migrate the containing SLA and response plan
records to the target environment.

152 Implementing Maximo Service Provider

8.6.3 Working in the target environment
After you have the file generated from the source environment with the SLAs and
response plans and checked that all of the pre required information was already
created and migrated in the target environment, you can start the migration of the
SLAs and response plans. It is necessary that you create a backup of your target
database because records will be changed and created in your target
environment:
1. The migration process in the target environment starts at the Migration
Manager application. To access this application, click Go To  System
Configuration  Migration  Migration Manager.
2. Upload the package file generated in the source environment. Click Select
Action  Upload Package. It will open a dialog box where you must specify
the package file that was distributed in the source environment. After you
select the file, click OK. A message is displayed to confirm that the file was
successfully uploaded, as shown in Figure 8-15.

Figure 8-15 The Upload Package dialog box

3. Deploy the uploaded package. Click Select Action  Deploy Package. A

dialog box opens, and you will see inside the package table that you just
uploaded. After you have a backup of your database, select the Do you have
a current backup? option, and click Deploy, as shown in Figure 8-16 on
page 154.

Chapter 8. Migration Manager scenario 153

 Figure 8-16 The Deploy Package dialog box

4. An Electronic Signature Authentication dialog box opens. Enter the password

and the reason for the change, and click OK.
A process dialog is displayed. After the package is deployed, you will see the
summary of the process in a dialog, as shown in Figure 8-17.

Figure 8-17 The Processing Complete dialog box: Package Deployed

5. After you click OK, you will see that a new Package Definition is created. In
the Package tab of this Package Definition, you will find the status history of
this package, and in the Messages tab you will see the messages displayed
during the deployment of the package.

154 Implementing Maximo Service Provider

After it is done, you can go to the SLA and response plan applications and
check the records that were created or updated. Remember that all of the
migrated records have the Inactive status.

Chapter 8. Migration Manager scenario 155

156 Implementing Maximo Service Provider
 9

Chapter 9. Preventive maintenance

scenario
This chapter describes the implementation of a common preventive maintenance
requirement, where we have a customer (REDBOOKCUS_A) that has a monthly
preventive maintenance for the HVAC in the REDBOOKLOC_A location.

In this chapter, the topics we discuss are:

򐂰 9.1, “Business requirements” on page 158
򐂰 9.2, “Applications involved” on page 158
򐂰 9.3, “Implementation” on page 158
򐂰 9.4, “The work order process” on page 166

© Copyright IBM Corp. 2010. All rights reserved. 157

9.1 Business requirements
The customer RedBooksCus_A needs a preventive maintenance (PM) to run
every month and creates work orders for HVAC maintenance. These work orders
have associated job plans to specify (labors, materials, so on) and also the work
must be done in a timely manner.

9.2 Applications involved

The following applications are used in this chapter:
򐂰 Preventive Maintenance
򐂰 Work order Tracking (SP)
򐂰 Service Level agreements
򐂰 Customer Agreements (SP)
򐂰 Job Plans

9.3 Implementation
In this section, we provide step-by-step procedures for implementing the
preventive maintenance scenario. The first step needed is configuring the
features that are used. The second step is to use the Work order (SP) application
to process the PM work order.

There are multiple roles that are involved in implementing this scenario:
򐂰 Maximo Administrator: Responsible to configure the applications
򐂰 Maintenance group: Responsible to process the work order
򐂰 Planner: Responsible to create work order job plans
򐂰 Work order approver: Responsible to validate and approve WO

In the next sections, we describe how each role performs the tasks they are
responsible for.

9.3.1 Implementation steps

The implementation steps to complete this scenario are:
1. Pre-configuration
2. Create service level agreement
3. Create customer agreement

158 Implementing Maximo Service Provider

 4. Create job plan
5. Create PM
6. Work order process
7. Validate work order plan
8. Apply SLA and customer agreement
9. Report actual and complete work order

9.3.2 Pre-configuration
Maximo Administrator must configure all of the components that are needed for
the PM work order process. Configuration must occur in the following order:
1. Basic configuration (customer, asset, so on)
2. Job plan
3. PM (preventive maintenance)
4. SLA and customer agreement

Basic configuration
A basic configuration is required to set up the features that we describe in the
next sections. Follow the instructions in Chapter 3, “Initial configuration” on
page 25 to configure them. Make sure all the configurations are associated with
the RedBookCus-A customer and that the user that you are using to access the
Start Center has access to this customer.

Table 9-1 Basic configuration

Object Name Description

Customer REDBOOKCUS IBM Redbooks customer A

_A

Asset RDHVAC RedbookCus_A HVAC System-

50 Ton Cool Cap/ 450000 Btu
Heat Cap

Creating the job plan

A job plan is a detailed description of work to be performed for a work order. You
can copy job plans to PM records, routes, and directly to work orders. After a job
plan becomes a work plan on a work order, you can modify the work plan without
affecting the job plan.

As a Planner, you can create job plans using the Job Plans application. To create
the job Plan:
1. Go to Planning  Job Plans Application, and from the toolbar, click New
Job Plan. Enter the information in Table 9-2 on page 160.

Chapter 9. Preventive maintenance scenario 159

 Table 9-2 Job plan information
Field Value

Job plan RDJOBPLAN

Description IBM Redbooks job plan

Default WO WORK ORDER

Class

Owner Group MAINT

2. In the Job plan tasks section, enter the tasks in Table 9-3.

Table 9-3 Job plan tasks

Job task Task description

10 Check Electrical Subsystems

and components

20 Check Motor and Mounts

30 Check Filtration Units

40 Conduct Air Quality Chemical

Tests

3. Under the Labor sub tab, enter the crafts in Table 9-4.

Table 9-4 Crafts information

Craft Skill level

MECH FIRSTCLASS

ELECT FIRSTCLASS

4. Change the status to ACTIVE.

The job plan will look like Figure 9-1 on page 161.

160 Implementing Maximo Service Provider

Figure 9-1 Job plan

Setting up preventive maintenance

Preventive Maintenance (PMs) records are templates for scheduled preventive
maintenance work. They generate preventive maintenance work orders. PMs
contain job plan and corresponding safety plan information that the system
copies to work orders.

As a Maximo Administrator, you can create PMs and associate a job plan.

To create new preventive maintenance:

1. Select Preventive Maintenance  Preventive Maintenance application,
and from the toolbar, click New PM.
2. On the main tab, enter the information from Table 9-5 on page 162.

Chapter 9. Preventive maintenance scenario 161

 Table 9-5 Preventive maintenance information
Field Value

Description HVAC maintenance

Asset RDHVAC

Job plan RDJOBPLAN

Work Type PM

Priority 3

3. Change the status to Active. The preventive maintenance record will look
similar to Figure 9-2.

Figure 9-2 Preventive maintenance

Creating a service level agreement

A service level agreement (SLA) is a written agreement between a service
provider and a customer that documents the agreed-upon levels of service. A
service is a set of tasks provided by the service provider that fulfills one or more
needs of the customer, and a service level (known as a commitment) describes a
measurable or quantifiable aspect of that service.

As a Maximo Administrator, you can create SLAs.

162 Implementing Maximo Service Provider

To create a new SLA:
1. Click Service Level  Service Level Agreements (SP), from the toolbar,
click New SLA. Use the values in Table 9-6 to create the SLA.

Table 9-6 Service Level Agreements

Field Value

Description RedbookCus_A SLA

Applies To Work order

Ranking 1

Response 1 hour
Commitments

Resolution 4 hours
Commitments

2. Add the RDHVAC asset as a condition on the Asset tab.

3. Change the status to Active.

The SLA will look like Figure 9-3 on page 164.

Chapter 9. Preventive maintenance scenario 163

Figure 9-3 Service Level Agreements

And the Asset tab will look like Figure 9-4.

Figure 9-4 Asset tab

164 Implementing Maximo Service Provider

Setting up a customer agreement
The Customer Agreement (CA) contains the pricing information for all types of
services that the service provider can provide to its customer.

As a Maximo Administrator, you can create a customer agreement:

1. Select Service Provider  Customer Agreement (SP) application, and
click New Agreement.
2. Enter the information in Table 9-7.

Table 9-7 Customer agreement

Field Value

Agreement RedBookCus_A Customer agreement

Applies To Work order

Customer REDBOOKCUS-A

3. Click New Row in the Price Schedules section, and enter the information from
Table 9-8.

Table 9-8 Price schedules

Field Value

Schedule PS_A

Description Price Schedule A

Applies To Work order

Ranking 1

4. Add the RDHVAC asset as a condition on the Asset tab.

5. Under the Pricing Rules sub tab, click the Labor tab, and enter the information
in Table 9-9.

Table 9-9 Pricing rules

Field Value

Default Internal Markup 5

Percentage

Default External Markup 7

Percentage

Chapter 9. Preventive maintenance scenario 165

9.4 The work order process
First, we generate the work order from the PM:
1. Select Preventive Maintenance  Preventive Maintenance application,
and open the PM that you created.
2. From the Action Menu, click the Generate Work Order option.
3. Make sure that the Use frequency criteria? option is not selected, and click
OK. The work order message appears with the new work order number, as
shown in Figure 9-5.

Figure 9-5 Work order created

4. As a work order approver, open the work order to review the plan and validate
the information. The work order looks like Figure 9-6 on page 167.

166 Implementing Maximo Service Provider

Figure 9-6 Work order

The Plans tab looks like Figure 9-7 on page 168.

Chapter 9. Preventive maintenance scenario 167

Figure 9-7 Plans tab

The approver applies the SLA and customer agreement and changes the
status to APPR. The work order will look like Figure 9-8 on page 169.

168 Implementing Maximo Service Provider

=

Figure 9-8 Work order

Maintenance department (WO Owner Group) opens the work order and starts
processing it by changing the status to INPRG.
After finishing the inspection and the maintenance, they report the actual
labor hours as planned, and they change the status to complete. The actuals
will look like Figure 9-9 and Figure 9-10 on page 170.

Figure 9-9 First Labor (MECH Craft)

Chapter 9. Preventive maintenance scenario 169

Figure 9-10 Second Labor (ELECT Craft)

After completing the work, the work order is now ready to be included in the Bill
Batch. To view the costs and prices for this work order, from the Action Menu,
click View  Costs and Prices. See Figure 9-11 on page 171.

170 Implementing Maximo Service Provider

Figure 9-11 Costs and prices

Chapter 9. Preventive maintenance scenario 171

172 Implementing Maximo Service Provider
 10

Chapter 10. Security groups scenario

In this chapter, we provide the restrictions and permissions that you can set
within the Customers tab in the Security Groups application.

The topics that we discuss in this chapter are:

򐂰 10.1, “Business requirements” on page 174
򐂰 10.2, “Applications involved” on page 175
򐂰 10.3, “Step-by-step implementation” on page 175

© Copyright IBM Corp. 2010. All rights reserved. 173

10.1 Business requirements
Service Providers need a simple way to establish the security access rules for
granting authority to customer information.

Security access in the Tivoli Process Automation Engine is controlled through

security groups. By membership in security groups, users are granted authority
for applications (including read, save, new and delete access), application
actions, and data. By adding the Customers tab to the application, IBM Maximo
for Service Providers (SP) provides a way to improve restriction/permission rules
based on customer-related field associations to records. Figure 10-1 shows the
Security Groups (SP) application.

Figure 10-1 The Security Groups (SP) application

Table 10-1 lists the customer based data restrictions.

Table 10-1 Data restrictions

Option Restriction/Permission

Authorize Group for All Customer The user has access to all customers and
Information customer level data for all customers.

Authorize Group only for The User has access only to unrestricted
Unrestricted Customer Level customer level information.
Information

174 Implementing Maximo Service Provider

 Option Restriction/Permission

Authorize group for Customer on The user has access to customer data for the
User’s Person record customer referenced on the user's person record.
This is the customer referenced in the field
Cust/Vendor. The user has no access to
unrestricted customer-level objects. There is one
exception, which is that the user has access to
unrestricted Classification and Attribute records.

Authorize group for Customers in The user has access to customer-level

User’s Person Customer Access information for customers on the person's
List customer access list and to all unrestricted
customer-level information.

Authorize Group for Customers The user has access to customer-level

listed below information for customers on the Security group's
customer access list and to all unrestricted
customer-level information.

10.2 Applications involved

To show how customer restrictions/permissions work, we use the following
applications inside Tivoli Process Automation Engine Tivoli Process Automation
Engine:
򐂰 Customers (SP)
򐂰 Assets (SP)
򐂰 Users (SP)
򐂰 People (SP)
򐂰 Customer Agreements (SP)
򐂰 Problems (SP)
򐂰 Work Order Tracking (SP)
򐂰 Locations (SP)

10.3 Step-by-step implementation

We are going to walk you through these applications to show you how the data
restrictions that are described in Table 10-1 on page 174 are implemented.

Chapter 10. Security groups scenario 175

10.3.1 Authorizing groups for customers on user’s person record
Mr. Brown is an employee of the RedBooks-CustA, one of the customers of
RedBooks Inc., our Service Provider. Mr. Brown’s Person record contains the
value RedBooksCus01 in the Customer/Vendor field, and his user record
indicates that he is a member of the Security Group01 security group. The rules
for this security group provide access only to customer information for the
customer that is contained in the Customer/Vendor field on their Person record.
Membership in this group does not authorize access to unrestricted customer
level information, for example, customer level information that is not associated
with a customer.

Notwithstanding this restriction, members in this Group have access to

unrestricted classifications and attributes (for example classifications and
attributes that are not restricted to a customer.) Figure 10-2 shows the Authorize
Group for Customer on User’s Person Record? option.

Figure 10-2 Authorize Group for Customer on User’s Person Record? option

To access this menu:

1. Select Go To  Security  Security Groups (SP).
2. Choose the desired security group.
3. Select Customers  Authorize group for Customer on User’s Person
record.

176 Implementing Maximo Service Provider

 Resources
The following resources are used to show how application works:
1. USER01 has this person’s (PERS01) CUST/VENDOR field filled with
customer=RedBooksCus01. See Figure 10-3 and Figure 10-4.

Figure 10-3 Main tab in the People (SP) application

Figure 10-4 Cust/Vendor field is in the Workplace Information table

2. Security group Security Group01 is created where user USER01 has

unrestricted access to all other options in all tabs within the application. In the
Customers tab, select the Authorize Group for Customer on User’s Person
record option. For more information about creating security groups, refer to
3.4, “Security Groups (SP)” on page 34. See Figure 10-5 and Figure 10-6 on
page 178.

Figure 10-5 Users tab in the Security Groups application

Chapter 10. Security groups scenario 177

Figure 10-6 Clicking the Select Users button displays a dialog with the active customers in the system

3. Asset ASST01 is associated with RedBooksCus01. ASST02 is associated

with RedBooksCus02 and ASST03 has no customer associated with. Select
Go To  Assets  Assets (SP). Search and select your asset, and go to
the Primary Customer field in the Details Table. See Figure 10-7.

Figure 10-7 Associate customers to the record

178 Implementing Maximo Service Provider

 For more information about how to create an asset, refer to 3.8, “Assets (SP)
application” on page 44.

Implementing the option restriction

To implement the Authorize Group for Customer on User’s Person record
restriction:
1. Login into the Tivoli Process Automation Engine with user USER01 from
security group Security Group01.
2. Start the Assets (SP) application by selecting Go To  Assets  Assets
(SP).
3. Search and select asset ASST01. The asset is successfully retrieved, as
shown in Figure 10-8.

Figure 10-8 Asset ASST01 is successfully retrieved

4. Now enter asset ASST02 into the quick search field, and click Search to
search for the record. An error message is displayed telling you that the
record cannot be found, as shown in Figure 10-9 on page 180.

Chapter 10. Security groups scenario 179

 Figure 10-9 Error message informing user record couldn’t be found

Although the ASST02 record exists in the system, due to the customer
restrictions configured previously in the Security Groups (SP) application, the
user has no access to it.

This time, try to search for asset ASST03. The same error message is displayed
telling you that the record cannot be found. Although record exists in the system
it, has no customer associated to it, due to customer restrictions set in the
Security Group (SP) application. The user has only access to the records
associated with the customer from CUST/VENDOR field in the People (SP)
application.

Note: We do not go through all records inside the system to show they work
all the same, but remember that the rules access patterns that are shown in
this chapter are valid to all records from other applications inside the Tivoli
Process Automation Engine as well.

10.3.2 Authorizing groups for customers in the user’s person

customer access list
Joe was assigned to manage a set of customers. The access rules for this
security group provide access to all customers listed in the Customer Access List
on one’s person record. In addition, he has access to all customer level
information that was not associated with a customer. The system manager uses
the People (SP) application to input the appropriate customers on someone’s
Customer Access List. Membership in this group allows the Customer Service
representative to have access to their assigned customers, and to any
unrestricted customer level information.

Figure 10-10 on page 181 shows the Authorize Group for Customers in user’s
person customer access list.

180 Implementing Maximo Service Provider

Figure 10-10 Authorize Group for Customers in user’s person customer access list option

Resources
The following resources are used to show how the application works:
򐂰 USER02 is associated to PERS02.
򐂰 PERS02 has Customers=RedBooksCus03 and RedBooksCus04 is
configured in the customer access list on customer access tab.

To use the resources:

1. Select Go To  Administration  Resources  People (SP). Search for
PERS02 and select it. In Customer Access tab. Select Customers, enter
RedBooksCus03 and RedBooksCus04 in the Customer Access List, and
save the record. See Figure 10-11 on page 182.

Chapter 10. Security groups scenario 181

Figure 10-11 Associating customer to a person’s record

2. Security Group02 is created where user USER02 is associated with PERS02

and has unrestricted access to all other options in all tabs within Security
Group application. Authorize group for customers by selecting the User’s
Person Customer Access List option under the Customers tab. See
Figure 10-12 and Figure 10-13.

Figure 10-12 Security Groups Users tab

Figure 10-13 Adding users to a given security group.

182 Implementing Maximo Service Provider

 Customer agreement CA03 is associated with RedBooksCus03, CA04 is
associated with RedBooksCus04 and CA05 is associated with
RedBooksCus05. See Figure 10-14.

Figure 10-14 Customer field in the Customer table

For more information about how to create customer agreements, refer to 3.14,
“Creating customer agreements” on page 59.

Chapter 10. Security groups scenario 183

 Implementing the option restriction
To implement the Authorize Group for Customers in user’s person customer
access list option restriction:
1. Login to Tivoli Process Automation Engine with user USER02 from the
security group Security Group02.
2. Start the Assets (SP) application by selecting Go To  Service Provider 
Customer Agreements (SP).
3. Search and select customer agreements CA03 and CA04. Records are
successfully retrieved. The user has access to the records associated with
customers that are associated to these records. See Figure 10-15.

Figure 10-15 Customer Agreements CA03 and CA04 are successfully retrieved

4. Search now for asset CA05. An error message is displayed telling you that the
record cannot be found. Although the record exists in the system, due to
customer restriction in the Security Group (SP) application, you have no
access to it. See Figure 10-16.

Figure 10-16 Error message informing user record cannot be found

184 Implementing Maximo Service Provider

10.3.3 The Authorizing Groups for Customers listed below option
Figure 10-17 shows the Authorize Group for Customers listed below option.

Figure 10-17 Authorize Group for customers listed below option in the Security Group application

Resources
The following resources are used to show how the Authorize Group for
Customers listed below restriction/permission works.

Users USER03 and USER04 are associated with the security group Security
Group03. See Figure 10-18 and Figure 10-19 on page 186.

Figure 10-18 Security Groups (SP)

Chapter 10. Security groups scenario 185

Figure 10-19 Security Groups (SP)

1. The security group selected is Security Group03. Users USER03 and

USER04 have unrestricted access to all other options in all tabs within the
Security Group application. The Authorize Group for Customers listed
below option is selected in the Customers tab, and RedBooksCus06 and
RedBooksCus07 are listed in the Individual Customer Authorization table.
See Figure 10-20.

Figure 10-20 Adding customers to the security group’s Individual Customer Authorization table

Location LOC06 is associated with RedBooksCus06 and RedBooksCus07.

See Figure 10-21.

Figure 10-21 Associating customers with the location

186 Implementing Maximo Service Provider

 2. Make the following associations:
– Associate ASST06 with RedBooksCus06 and location LOC06.
– Associate ASST07 with RedBooksCus07 and location LOC06.
– Associate ASST08 with RedBooksCus08 and location LOC06.
– Associate ASST09 with RedBooksCus09 and location LOC06.
See Figure 10-22.

Figure 10-22 Associating an asset to a location and to a customer: before saving the record enter a
Location

Implementing the option restriction

To implement the Authorize Group for Customers listed below restriction:
1. Login into Tivoli Process Automation Engine with user USER03 from security
group Security Group03.
2. Start the Locations (SP) application by selecting Go To  Assets 
Locations (SP).

Chapter 10. Security groups scenario 187

 3. Search and select for location LOC06. The record is successfully retrieved
because the user is part of the security group where RedBooksCus06 and
RedBooksCus07 are listed in the Customers tab and therefore has access to
all records that are associated to those customers.
4. Change to the Assets tab. What you observe is that several of the asset
records that are previously used are not displayed; however, ///////////// is
present in all fields, as shown in Figure 10-23.

Figure 10-23 Only assets associated with the customers are shown

5. Login in now with user USER04 from the same Security Group03.
6. Start the Locations (SP) application by selecting Go To  Assets 
Locations (SP).
7. Search and select for location LOC06. The record is successfully retrieved
because the user is part of the security group where RedBooksCus06 and
RedBooksCus07 are listed in the Customers tab and therefore has access to
all records associated to those customers.
8. Change to the Assets tab. What you can observe is that several of the records
are not displayed, but ///////////// is present in all fields, as shown in
Figure 10-24 on page 189.

188 Implementing Maximo Service Provider

Figure 10-24 USER04 cannot to see those assets

Note: Because the users USER03 and USER04 are part of the same security
group, the same restrictions/permissions apply to both.

10.3.4 Authorizing groups for unrestricted customer level

information
Joe is responsible for receiving purchased items into inventory and is in charge
of inventory accounting. He has no customer responsibilities and therefore has
no access to any customer information. As a member of this group, he has
access to any unrestricted customer level information, for example, any customer
level information that does not reference a customer. He does not have access to
any customer-level information that references a customer. See Figure 10-25 on
page 190.

Chapter 10. Security groups scenario 189

Figure 10-25 Authorize Group only for unrestricted Customer level information

Resources
The following resources are used to show how the Authorize Group only for
Unrestricted Customer level information restriction/permission works.

User USER05 associated to security group Security Group04.See Figure 10-26

and Figure 10-27.

Figure 10-26 Users tab in the Security Group application

Figure 10-27 Associating users to the security group

190 Implementing Maximo Service Provider

The security group Security Group04 is created. User USER05 has unrestricted
access to all other options in all tabs within the application. The Authorize
Group only for unrestricted Customer level information option is selected in
the Customers tab.

Work order WO09 is associated with RedBooksCus09 and WO10 has no

customer associated to it (Customer field is empty). See Figure 10-28.

Figure 10-28 Work Order Tracking main tab and Customer field

Implementing the option restriction

To implement the Authorize group only for unrestricted Customer level
information restriction:
1. Login into Tivoli Process Automation Engine with user USER05 from security
group Security Group04.
2. Start the Work Order Tracking (SP) application by selecting Go To  Work
Orders  Work Order Tracking (SP).
3. Search and select for Work Order WO10. The record is successfully retrieved,
because this record has no customer associated and the user is part of a
security group that allows him access only to global records.
4. Searching now for work order WO09, you will see an error message saying
the record cannot be found. Although the record exists in the system because
the customer restriction from Security Group (SP) application user has no
access to it. See Figure 10-29 on page 192.

Chapter 10. Security groups scenario 191

 Figure 10-29 Record cannot be found message

10.3.5 Authorizing the group for all customer information

Joe is the Director of Operations for the Service Provider RedBooks Inc. He is
responsible for all maintenance activities for all customers, so he needs access
to all customer information, all customer agreements, and all transactions.
Membership in this group authorizes access to all customers and to customer
level information for all customers. See Figure 10-30.

Figure 10-30 Authorize Group for all Customers information option

Resources
The following resources are used to show how the authorize group for all
customers restriction/permission works.

User USER06 is associated with security group Security Group05.

Security group Security Group05 is created, and user USER05 has unrestricted
access to all other options in all tabs within this application and option. The
Authorize Group for All Customers information option is selected.

192 Implementing Maximo Service Provider

i

Note: This option gives no special authorization inside the system. It only
makes a difference if the user is part of more than one security group. In that
case the less restrictive option gives him access to all records inside the
system.

Implementing the option restriction

To implement the authorize group for all customers restriction:
1. Login into Tivoli Process Automation Engine with user USER05 from security
group Security Group05.
2. Start the Assets (SP) application by selecting Go To  Assets  Assets
(SP).
3. Search and select assets ASST01/ASST02/ASST03. The assets are
successfully retrieved for this user regardless of customer or non-customer
associations because this user is part of a security group that grants him
access to all records in the system.

Chapter 10. Security groups scenario 193

194 Implementing Maximo Service Provider
 11

Chapter 11. Service level agreement

(SLA) time zone scenario
This chapter describes a scenario where an SLA must be calculated using
specific calendars based on the business needs. We show you how to use the
Service Provider and its applications to create the scenario and configure the
SLA.

The topics that we discuss in this chapter are:

򐂰 11.1, “Business requirements” on page 196
򐂰 11.2, “Applications involved” on page 196
򐂰 11.3, “Benefits” on page 197
򐂰 11.4, “Implementation” on page 197

© Copyright IBM Corp. 2010. All rights reserved. 195

11.1 Business requirements
RedBooks Inc. provides IT support services to its customer RedBookCus-A. But
to have these IT requests fulfilled with the duration specified in the SLA, they take
into account the affected person, asset, and location involved in this repair. All
these items can have their own calendars and shifts defined and this is important
for calculating the SLAs.

To better explain this business requirement, let us consider a scenario. A

RedBookCus-A employee has a broken USB port on his notebook and creates a
service request to have it fixed using a ticket Template. Because this is not a
severity-1 problem, the employee does not need it fixed right away, but it must be
fixed within his working hours. In this scenario, the SLA is applied by checking
the existence of an associated calendar and work shift in the following order:
1. If employee has a calendar and work shift defined, the SLA is applied using
the employee’s calendar and work shift.
2. If the employee has no calendar and work shift defined, the SLA is applied
using the asset’s calendar and work shift, if one is available.
3. If the asset does not have a calendar or a work shift associated with it, the
location’s calendar and work shift are used.
4. If the location also does not have a calendar and work shift, the calculation
calendar of the SLA is used.
5. If the calculation calendar of the SLA does not exist, Applies To Calendar of
the SLA is used.
6. Finally, if the Applies To Calendar of the SLA does not exist, the SLA is
calculated without a calendar.

But let us suppose that the employee needs the USB port working urgently for a
critical job. In that case, this is a severity-1 issue. The SLA must be calculated
only considering the Location Calendar, no matter whether the affected person or
Asset Calendar has a calendar defined.

11.2 Applications involved

The following applications are used in this chapter:
򐂰 Service Level Agreement (SP)
򐂰 Service Request (SP)
򐂰 Calendars
򐂰 Assets (SP)

196 Implementing IBM Maximo for Service Providers

 򐂰 Locations (SP)
򐂰 People (SP)

11.3 Benefits
By using the SLA time zone feature, you can calculate the target dates of the
SLA dynamically according to the choices inside the SLA. Having the target
dates calculated correctly is extremely important because these targets are often
based on legal contracts between a Service Provider company and its
customers.

11.4 Implementation
In this section, we provide the steps needed for creating the SLA using multiple
time zones:
򐂰 Configure all the elements used by this scenario.
򐂰 Create the multiple situations in which multiple SLA calculations are done,
depending on the elements used in the process.

11.4.1 Implementation steps

Execute the following steps to reproduce the scenario:
򐂰 Pre-configuration:
– Basic configuration
– Create and configure a SLA for non severity 1 issues
– Create and configure a SLA for severity 1 issues
򐂰 Apply SLA to a non severity 1 service request:
– Create a service request
– Apply SLA
– Change the shift of the person and re-apply SLA
– Remove the person’s calendar and re-apply the SLA
– Remove the asset’s calendar and re-apply the SLA
򐂰 Apply SLA to a severity 1 service request:
– Change the service request to severity 1 and re-apply SLA
– Change the person’s shift re-apply the SLA

Chapter 11. Service level agreement (SLA) time zone scenario 197
11.4.2 Pre-configuration

Note: All of the configuration was made using the EAGLENA organization with
the New England (NE) Site as the Default Insert Site.

Basic configuration
To create the SLA scenarios, you must have several objects already set up in
your Tivoli Process Automation Engine instance. Follow the instructions in
Chapter 3, “Initial configuration” on page 25, for creating these objects and
associate them with the customer RedBookCus-A.

Organizations (SP)
To configure the Organizations (SP) application:

In the Organizations (SP) application:

1. Enter the EAGLENA record.
2. Choose SLA Option under the Select Action Menu.
3. In the pop-up panel, choose NE (New England) Site, and select the option
Allow Application of One SLA?
4. Click OK, as shown in Figure 11-1.

Figure 11-1 Organization SLA Options configuration

Calendars
Table 11-1 on page 199 shows you the calendar configuration for this scenario.

198 Implementing IBM Maximo for Service Providers

Table 11-1 Calendar configuration
Name Description Start Date End Date

CALRB01 RedBook Calendar 6/1/10 7/31/10

Shifts
Table 11-2 shows you the shift configuration for this scenario.

Table 11-2 Shift configuration

Name Description Start Day Days in Pattern

09X05-D 9 hours/day X 5 MONDAY 7

days/week (day)

12X05-D 12 hours/day X 5 MONDAY 7

days/week (day)

12X05-N 12 hours/day X 5 MONDAY 7

days/week (night)

09X06-D 9 hours/day X 6 MONDAY 7

days/week (day)

The shifts created in Table 11-2 use the patterns shown in Table 11-3.

Table 11-3 Shift patterns

Shift Start Time End Time Days in Pattern

09X05-D 09:00 18:00 001 to 005

12X05-D 08:00 20:00 001 to 005

12X05-N 20:00 08:00 001 to 005

09X06-D 08:00 17:00 001 to 006

After creating the shifts and defining their patterns, select them and apply to the
entire calendar.

People (SP)
Table 11-4 on page 200 shows you the location configuration for this scenario.

Chapter 11. Service level agreement (SLA) time zone scenario 199
 Table 11-4 Person configuration
Person Primary Calendar Primary Shift Display Name

EMPLOYEE01 CALRB01 09X05-D RedBookCus-A

Employee

Locations (SP)
Table 11-5 shows you the shift configuration for this scenario.

Table 11-5 Location configuration

Name Type Calendar Shift Primary Customer

LOCRB01 OPERATING CALRB01 12X05-N REDBOOKCUS-A

Assets (SP)
Table 11-6 shows you the asset configuration for this scenario.

Table 11-6 Asset configuration

Name Location Primary Calendar Shift
Customer

ASSETRB01 LOCRB01 REDBOOKCUS-A CALRB01 12X05-D

Tip: Add the EMPLOYEE01 record as User and Custodian of the

ASSETRB01 asset to make it easier when creating the service requests.

After creating these objects in Tivoli Process Automation Engine, activate them
all.

Creating and configuring a SLA for non severity 1 issues

Now we are going to create the first SLA, which covers non severity-1 issues that
are calculated taking into account the person, asset or location, calendar, and
shift information related with the issue.

Non severity-1 SLA

Table 11-7 on page 201 and Table 11-8 on page 201 shows you the configuration
required for non severity-1 SLA.

200 Implementing IBM Maximo for Service Providers

Table 11-7 Non severity-1 SLA configuration: Part 1
Name Description Applies To Type

SLARB01 RedBook SLA for non severity 1 issue SR CUSTOMER

Table 11-8 Non severity 1 SLA configuration: Part 2

Ranking Start Date End Date Calc Calendar

100 6/1/10 7/31/10 CALRB01

Add the following commitments, as shown in Table 11-9.

Table 11-9 SLA commitments configuration

Commitment Description Type Value Unit of
Measure

Accept default Contact in 24 hours CONTACT 24.00 HOURS

Accept default Respond in 48 hours RESPONSE 48.00 HOURS

Accept default Resolve in 72 hours RESOLUTION 72.00 HOURS

After defining the basic configurations, we must choose in which order this SLA
configuration is going to check the calendars (for example Person Calendar,
Asset Calendar, and so on) to use in the calculation of the SLA. Fill in the
calendars, as shown in Table 11-10, and activate the SLA.

Table 11-10 Non severity-1 issue SLA Calendar choice

First Choice Second Choice Third Choice

Person Calendar Asset Calendar Location Calendar

The Selection of Calculation Calendar section of your SLA will look like
Figure 11-2.

Figure 11-2 Non severity 1 SLA Selection of Calculation Calendar section

Note: This kind of SLA is called an Unconditional SLA and normally has a
high ranking because it has no conditions. It applies to all objects that it
defined in the Applies To field.

Chapter 11. Service level agreement (SLA) time zone scenario 201
 Creating and configuring an SLA for severity-1 issues
Now we are going to create an SLA for specific severity-1 issues, where the
calculation must be made without using a Calculation Calendar.

Severity-1 SLA
Table 11-11 and Table 11-12 show you the configuration required for severity-1
SLA. Table 11-13 shows the Commitments configuration.

Table 11-11 Severity 1 SLA configuration: Part 1

Name Description Applies To Type

SLARB02 RedBook SLA for severity 1 issue SR CUSTOMER

Table 11-12 Severity-1 SLA configuration: Part 2

Ranking Start Date End Date

10 6/1/10 7/31/10

Table 11-13 SLA Commitments configuration

Commitment Description Type Value Unit of
Measure

Accept default Contact in 4 hours CONTACT 4.00 HOURS

Accept default Respond in 6 hours RESPONSE 8.00 HOURS

Accept default Resolve in 10 hours RESOLUTION 10.00 HOURS

Because this SLA will not be calculated with any a shift or calendar, no calendar
is associated with it; instead, we are going to create a rule specifying this SLA to
Internal Priority 1 service requests, as the configuration shown in Table 11-14.

Conditions Tab, SLA Criteria section of the SLA

Table 11-14 shows the value entered in the SLA Criteria section of the SLA.

Table 11-14 SLA Criteria configuration

Internal Priority Value

EQUALS 1

After entering this information in your SLA configuration, save and activate it. The
Condition Tab, SLA Criteria section of your SLA will look like Figure 11-3 on
page 203.

202 Implementing IBM Maximo for Service Providers

 Figure 11-3 Condition Tab, SLA Criteria section of the SLA

11.4.3 Applying SLA to a non severity-1 service request

At this point, all of the configuration needed is set up for the tests to begin, so we
are going to demonstrate a non severity-1 service request. To do that, navigate to
the Service Request (SP) application, and create a new service request.

Creating a service request

Table 11-15 shows the service request details.

Service Request (SP)

Table 11-15 Service Request
Service Request Site Reported Date Affected Date

SRRB01 NE 6/23/10 08:00:00 6/23/10 08:00:00

After creating the initial service request, associate the EMPLOYEE01 person
with the Reported By and Affected Person fields, as shown in Figure 11-4 and
Figure 11-5 on page 204.

Figure 11-4 Service Request Reported By

Chapter 11. Service level agreement (SLA) time zone scenario 203
 Figure 11-5 Service Request Affected Person

Associate also asset ASSETRB01 with the service request. It automatically

populates the Location, Asset Site, and Customer fields, as shown in
Figure 11-6.

Figure 11-6 Service request asset, location, and customer

Applying the SLA

With all these fields populated, select Apply SLA under the Select Action menu.
You will see a message saying that SLARB01 was applied.

As you can see in Figure 11-7, the SLA was applied calculating its target dates
using the CALRB01 calendar and 09X05-D shift, which is the Person Calendar
chosen as the first choice calendar for this type of SLA.

Figure 11-7 Target dates after applying SLA for calendar and shift

204 Implementing IBM Maximo for Service Providers

Change the shift of the person and re-apply the SLA
Now we are going to change the Person Shift, in this case the EMPLOYEE01
record and re-apply the SLA to check if the SLA will be recalculated. To do so, go
to the People (SP) application, enter the EMPLOYEE01 record, change its shift
to 09X06-D and save it. The record will look like Figure 11-8.

Figure 11-8 Person with 09X06-D shift applied

Now go back to the SRRB01 Record under the Service Request (SP) application
and Apply SLA again from the Select Action menu. You will get a System
Message warning that any target date already calculated is lost, as shown in
Figure 11-9. Click OK to continue.

Figure 11-9 Re-apply SLA system message

Because the EMPLOYEE01’s shift now also applies for Saturday, recalculate the
target dates, as shown in Figure 11-10 on page 206.

Chapter 11. Service level agreement (SLA) time zone scenario 205
 Figure 11-10 Target dates after applying SLA for calendar CALRB01 and shift 09X06-D

Tip: Use the Detail menu of the Reported By in the service request, and go to
the Person (SP) record and use the “Return with Value” function.

Removing the person’s calendar and re-applying the SLA

After changing the person’s shift, we are going to remove this person’s calendar,
so that the second choice of the SLA is used, in this case the Asset Calendar and
shift. Go to the People (SP) application, enter EMPLOYEE01 record, remove the
associated calendar and shift, and save it. The record will look like Figure 11-11.

Figure 11-11 Person without a calendar and shift associated to it

Now go back to the SRRB01 record under the Service Request (SP) application,
and select Apply SLA again from the Select Action menu. Because
EMPLOYEE01 does not have a calendar and shift associated, the Asset
Calendar is used by the SLA to calculate the target dates, as shown in
Figure 11-12 on page 207.

206 Implementing IBM Maximo for Service Providers

Figure 11-12 Target dates after applying SLA for calendar CALRB01 and shift 12X05-D

Removing the asset’s calendar and re-applying the SLA

After applying the SLA using the First and Second Choices, we are going to
remove the asset’s calendar to force the SLA to use the Third Choice, which in
this case is the location’s calendar and shift, to calculate the target dates. Go to
the Assets (SP) application, enter the ASSETRB01 record, remove the Calendar
and Shift, and save it. The record will look like Figure 11-13.

Figure 11-13 Asset without calendar and shift applied

Tip: Use the Detail menu of the asset in the service request, go to the asset’s
record, and use the Return with Value function.

Now go back to the SRRB01 Record under Service Request (SP) application,
and select Apply SLA from the Select Action menu. Because ASSETRB01 does
not have a calendar and shift associated, the Location Calendar is used for the
calculation of target dates, as shown in Figure 11-14 on page 208.

Chapter 11. Service level agreement (SLA) time zone scenario 207
 Figure 11-14 Target dates after applying SLA for calendar CALRB01 and shift 12X05-N

Applying SLA to a severity 1 service request

After applying the SLA using multiple calendars, we are going to apply the SLA to
a severity 1 service request to show that, even if we have an SLA with multiple
choices of Calculation Calendars, we can still have a separate SLA for special
occasions, such as a severity-1 issue.

Changing the service request to severity-1 and re-apply the SLA

In this example, we use the same SRRB01, but we change its internal priority to
1, as shown in Figure 11-15.

Figure 11-15 SRRB01 with a 1 Internal Priority

Now we are going to re-apply the SLA, so SLARB02 is applied this time, as
shown in Figure 11-16.

Figure 11-16 SLARB02 Applied to SRRB01

Now, notice that the SLA was calculated without a calendar, so it will be
calculated using the commitment values, as shown in Figure 11-17 on page 209.

208 Implementing IBM Maximo for Service Providers

Figure 11-17 Target dates after applying SLA for a severity 1 issue

Changing the person’s shift and re-applying the SLA

To change the person’s shift and reapply the SLA:
1. Go to the People (SP) application, enter the EMPLOYEE01 record, fill in
calendar CALRB01 and shift 09X05-D, and save it.
2. Return to the Service Request (SP) application, enter the SRRB01 record,
and select Apply SLA from the Select Action menu. Notice that the target
dates will not be changed, because SLARB02 was applied again because it
has a lower ranking than SLARB01.

Chapter 11. Service level agreement (SLA) time zone scenario 209
210 Implementing IBM Maximo for Service Providers
 12

Chapter 12. Pricing scenario

This scenario demonstrates the use of the Maximo for Service Providers pricing
rules functionality to create flexible pricing schemes, which you can adjust to
meet your business needs. In this scenario, RedBooks Inc. is a Service Provider
company that manages the IT assets of CustomerA.

In this scenario, we simulate three real life pricing cases selected among a wide
number of possibilities and demonstrated how to implement them in Maximo for
Service Providers. Obviously every organization has specific pricing needs for
charging its customers for the goods and services provided. Service Provider
companies usually combine multiple pricing rules to create more complex pricing
schemes.

The topics that we discuss in this chapter are:

򐂰 12.1, “Business needs” on page 212
򐂰 12.2, “Use case” on page 213
򐂰 12.3, “Implementation of pricing rules” on page 213

© Copyright IBM Corp. 2010. All rights reserved. 211

12.1 Business needs
RedBooks Inc. Service Provider company is a computer maintenance service
company that provides services, such as PC installation, maintenance, virus
removal, network cabling, printer repair, and so forth.

CustomerA is a business company that is headquartered in Seattle, WA, and has

branch offices in Boston, MA, and New York, NY.

CustomerA has an agreement with RedBooks Inc. for maintenance of its desktop
and mobile PC and printer equipment in the headquarters and branch offices.
Table 12-1 shows the number of devices that are included in the service
agreement.

Table 12-1 Total number of assets

Location Desktop PCs Mobile PCs Laser printers Other printers

Seattle 120 240 20 15

New York 500 100 15 20

Boston 250 45 5 12

Total 870 395 40 47

RedBooks Inc. has various pricing methods for charging its services:
򐂰 The installation, repair, and maintenance of a desktop PC is a volume-based
pricing scheme. The unit price for servicing up to 60 desktop PCs is $100
USD. The unit price for servicing from 61 desktop PCs up to 120 desktop PCs
is $70.
򐂰 The repair and maintenance of ink jet and dot matrix printers are charged at a
flat rate: $50 per item, regardless of the number of items.
򐂰 The repair and maintenance of laser printers is priced by the number of
cumulative printouts. Because the cost to repair or maintain a laser printer
increases with its use, Service Provider implemented a meter to calculate
printer usage in terms of cumulative number of printed pages at the time of
service request.
Printers that are used to print up to 30,000 printouts are priced at $40 per
unit. After this limit, the price of maintenance increases by $10 for every
10,000 printouts. For more than 40,000 printouts, the price is fixed. Table 12-2
on page 213 shows the printer maintenance prices.

212 Implementing IBM Maximo for Service Providers

 Table 12-2 Price schedule for laser printer maintenance
Printout quantity breaks Unit maintenance price in USD

1 - 10,000 $40

10,001 - 20,000 $50

20,001 - 30,000 $60

30,001 - 40,000 $70

40,000+ $80

12.2 Use case

RedBooks Inc. agreed with CustomerA on a new price scheme. A sales
representative created a customer agreement and entered the price scheme in
the Maximo for Service Providers, Customer Agreement application. The
RedBooks Inc. manager approves this agreement and it becomes effective.

CustomerA orders maintenance service for desktop PCs and printers.

Sales orders matching the terms of the agreement are priced specially, for
example, desktop PC service will be charged at a discounted amount for
CustomerA instead of at the catalog price.

12.3 Implementation of pricing rules

We implement this scenario using Maximo for Service Providers applications:
򐂰 Customer (SP)
򐂰 Customer Agreements (SP)
򐂰 Meters
򐂰 Locations (SP)
򐂰 Assets (SP)
򐂰 Classifications (SP)
򐂰 Sales Orders (SP)

Customer and customer agreement

See 3.14, “Creating customer agreements” on page 59 to create a Customer
named CustomerA and a customer agreement for that Customer.

Chapter 12. Pricing scenario 213

 Meters
Meters represent meter readings found on each printer, either as a software or
hardware counter. Use the Meters application to create a printouts meter to track
the number of printed pages of the laser printers:
1. Open the Meters application by selecting Go To  assets  Meters).
2. Create a new meter using this information:
Meter PRINTOUTS
Meter Type CONTINOUS
Reading Type ACTUAL

See Figure 12-1.

Figure 12-1 Meters

3. Save the meter.

Types of meters you can define: An asset or location can have multiple
meters associated with it.

You can define the following three types of meters:

Continuous Meters are cumulative and tend to measure consumption or

accumulation. They include meters that track such things as miles, hours,
engine starts, pieces produced, or fuel consumed.

Gauge Meters show a range of values, such as fuel levels, temperature,

pressure, noise level, and so forth. Gauge meters can be used to perform
condition monitoring on assets or Locations.

Characteristic Meters are observational in nature and have a list of possible

values. They track things, such as noise level, vibration level, clarity, or color.
Characteristic meters can be used to perform condition monitoring on assets
or Locations.

Locations (SP)
Use the Locations (SP) application to create Seattle, New York, and Boston
locations for Customer CustomerA, as shown in Figure 12-2 on page 215.

214 Implementing IBM Maximo for Service Providers

Figure 12-2 Locations

Assets (SP)
Use the Assets (SP) application to create assets and associate them with
Customer and meters:
1. Open assets application (Go to  assets  Assets (SP))
2. Create a new asset using this information:
Asset LP1
Description Laser Printer

See Figure 4 on page 216.

Figure 12-3 Assets (SP)

3. Click the Meters tab.

Chapter 12. Pricing scenario 215

 4. Click New Row.

Complete the fields using this information:

Sequence 1
Meter PRINTOUTS
Meter Type CONTINUOS

See Figure 12-4.

Figure 12-4 Asset Meters

5. Save the asset.

6. Change asset status to OPERATING.

Classifications (SP)
Use the Classifications (SP) application to make classifications usable by the
Sales Order (SP) application:
1. Click Go To  Administration  Classifications (SP).
2. Find IT Issue classification. See Figure 12-5 on page 217.

216 Implementing IBM Maximo for Service Providers

Figure 12-5 Classifications List

3. Open IT Issue classification, as shown in Figure 12-6 on page 218.

Chapter 12. Pricing scenario 217

Figure 12-6 IT Issue Classification

4. In the Use With section, click New Row.

5. In the Use With Object field, type PLUSPGBTRANS, as shown in Figure 12-7.

Figure 12-7 Use With PLUSPGBTRANS

6. Click New Row button again.

7. In the Use With field, type PLUSPSALESORDER. See Figure 12-8 on
page 219.

218 Implementing IBM Maximo for Service Providers

Figure 12-8 Use With PLUSPSALESORDER

8. Save the classification, and click the List tab.

9. Repeat steps 2-9 for the following classifications to add PLUSPGBTRANS
and PLUSPSALESORDER:
– IT Issue \ Hardware
– IT Issue \ Hardware \ Desktop
– IT Issue \ Hardware \ Mobile Computer
– IT Issue \ Hardware \ Printer

Defining price schedules

Each customer agreement contains one or more price schedules for services you
provide. Price schedules define your agreed pricing rules and the conditions
under which you apply those rules. Each price schedule can contain different
rules for calculating prices for services, for example, you can create a price
schedule that adds a markup percentage to reported labor costs. You can specify
various markups for internal and external labor and separate markups for
multiple vendors.

You also can specify various IT asset management fees that you include in every
billing cycle, for example, you can create a price schedule that calculates a price
based on the number of assets that you manage or that calculates a price based
on the use or performance of an asset.

In this scenario, we define three price schedules to reflect the pricing terms
agreed between ServiceProvider and CustomerA, as shown in Table 12-3.

Table 12-3 Price schedules

Price schedule asset Classification Pricing rule

S1 Desktop PC Number of assets

S2 Ink jet printers Flat rate

S3 Laser printers Usage

Chapter 12. Pricing scenario 219

 To define the three price schedules to reflect the pricing terms agreed between
ServiceProvider and CustomerA:
1. Click Go to  Service Provider (SP)  Customer Agreements (SP).
2. Find customer agreement for customer CustomerA, which we show in
Figure 12-9.

Figure 12-9 Customer agreement

3. Select Action  Revise Agreement, as shown in Figure 12-10.

Figure 12-10 Revise Agreement

4. Complete the Comments field in the Revise Agreement Dialog box.

5. Enter the Revise Price Schedule, as shown in Figure 12-11 on page 221.

220 Implementing IBM Maximo for Service Providers

 Figure 12-11 Revise Agreement Dialog

6. Click the Price Schedules tab, shown in Figure 12-12.

Figure 12-12 Price Schedules Tab

7. Under the Price Schedules section, click New Row.

8. Enter these values:
Price Schedule S1
Description Manage Desktop / Notebook PC
Applies To PLUSPSALESORDER
Ranking 100

See Figure 12-13 on page 222.

Chapter 12. Pricing scenario 221

Figure 12-13 Price Schedules

9. Click the Conditions sub tab.

10.Click the arrow next to the Classification field, and select Classify.
11.Select IT Issue \ Hardware Issue \ Desktop Hardware Issue from the
classification tree, as shown in Figure 12-14.

Figure 12-14 Classify

12.Click the Pricing Rules sub tab.

13.Under the Asset Management sub tab, click New Row.
14.Select IT \ Computer_Equipment \ Computer \ Desktop, as shown in
Figure 12-15 on page 223.

222 Implementing IBM Maximo for Service Providers

 Figure 12-15 Classification

15.Populate the fields using this information, as shown in Figure 12-16:

Range From 1
Range To 60
Unit Price 100

Figure 12-16 Assets Under Management 1 to 60 assets

16.Click New Row, and select the IT \ Computer_Equipment \ Computer \

Desktop classification.
17.Populate the fields with the following values, as shown in Figure 12-17 on
page 224.
Range From 61
Range To 120
Unit Price 70

Chapter 12. Pricing scenario 223

Figure 12-17 Assets Under Management 61 to 120 assets

18.Save the customer agreement.

We just defined our first price schedule.

Defining the price schedule for other types of assets

Now we define the price schedule for other types of assets:
1. Under the Price Schedules section, click New Row.
2. Populate the fields using this information, as shown in Figure 12-18:
Schedule S2
Description Price Schedule for ink jet and Dot Matrix
Printers
Applies To PLUSPSALESORDER
Ranking 100

Figure 12-18 Price Schedule S2

3. Save the customer agreement record.

S2 price schedule: After saving the record, focus is moved to the S1 price
schedule. To continue working with the S2 price schedule, click the small
arrow button next to S2.

224 Implementing IBM Maximo for Service Providers

4. Click the Conditions sub tab.
5. Enter IT Issue \ Hardware Issue \ Printer Hardware Issue in the
classification field, as shown in Figure 12-19.

Figure 12-19 IT Issue \ Hardware Issue \ Printer Hardware Issue

6. Click the Pricing Rules sub tab.

7. Select IT \ Computer_Equipment \ Printer for classification. See
Figure 12-20.

Figure 12-20 IT \ Computer Equipment \ Printer

Chapter 12. Pricing scenario 225

 8. Populate the fields using this information, as shown in Figure 12-21:
Range From 1
Range To 100000 (Enter a big number)
Unit Price 50

Figure 12-21 Printer Unit Price

9. Save the customer agreement, and in the Price Schedules section, click New
Row.
10.Populate the fields using this information:
Price Schedule S3
Description Manage Laser Printers
Applies To PLUSPSALESORDER
Ranking 50
11.Click the Conditions sub tab, click the arrow next to Classification field, and
select Classify.
12.From the classification tree, select IT Issue \Hardware Issue \ Printer
Hardware Issue.

226 Implementing IBM Maximo for Service Providers

Figure 12-22 Classify

13.Click these subtabs: Pricing Rules  IT asset  asset Usage.

14.Under the asset Usage section, click New Row.
15.Use this information to populate the fields in the form, as shown in
Figure 12-23 on page 228.
Meter Name PRINTOUTS
Range From 1
Range To 10000
Unit Price 40

Meter Name PRINTOUTS

Range From 10001
Range To 20000
Unit Price 50

Meter Name PRINTOUTS

Range From 20001
Range To 30000
Unit Price 60

Meter Name PRINTOUTS

Range From 30001
Range To 40000

Chapter 12. Pricing scenario 227

 Unit Price 70

Meter Name PRINTOUTS

Range From 40001
Range To 50000
Unit Price 80

Meter Name PRINTOUTS

Range From 50001
Range To 1000000
Unit Price 80

Figure 12-23 Printouts

16.Save the customer agreement.

17.Click Change Status.
18.In the Change Status dialog box, populate the fields using this information:
New Status Approved
Memo Approve Price Schedules
19.Click OK button.

Sales Orders (SP)

Use sales orders to bill for services that are not related to work orders or tickets,
for example, you bill monthly management fees, trip charges, and several types
of IT asset management fees with sales orders.

You associate a customer with the sales order, and then apply a customer
agreement and price schedule to the sales order. The price schedule can apply
fixed fees.

228 Implementing IBM Maximo for Service Providers

 You can specify additional fees and charges on the sales order. If you create a
sales order to bill for IT asset maintenance, you specify certain information about
the assets, apply the agreement and price schedule, and let the system calculate
billing prices.

In this scenario, we apply customer agreement and price schedules to calculate

billing prices for the services provided to CustomerA:
1. Select Go To  Service Provider (SP)  Sales Orders(SP).
2. Click New Sales Order.
3. Select SEATTLE as the Location.
4. Select IT Issues \ Hardware Issue \ Desktop Hardware Issue, as shown in
Figure 12-24.

Figure 12-24 Sales Orders (SP)

5. Select Action  Apply Customer Agreement, as shown in Figure 12-25 on

page 230.

Chapter 12. Pricing scenario 229

 Figure 12-25 Apply customer agreement

6. Click OK to close System Message Dialog box, as shown in Figure 12-26.

Figure 12-26 System Message

7. Under the Fees and Charges section, click New Row.

8. Use this information to populate the fields:
Type MANAGEMENT
Calculation COUNT
Classification IT \ Computer_Equipment \ Computer \
Desktop
Total asset Count 120 (This means Customer has 120 asset
items in total)
asset Count for Sales Order 10 (This means 10 items are subject to
sales order)
Price is calculated automatically as $700. See Figure 12-27 on page 231.

230 Implementing IBM Maximo for Service Providers

Figure 12-27 Fees and Charges

This is $70 per unit. By selecting COUNT as calculation type, you charged the
customer at a lower price ($70) instead of $100 per item.
9. Try reducing the total amount to 60 items. The unit price will change to $100
for this amount.
10.Save the sales order, and change the Order Status to APPROVED.
11.Click New Sales Order, and populate the fields with following the values:
Location BOSTON
Classification IT Issue \ Hardware Issue \ Printer Hardware
Issue
12.Select Action  Apply Customer Agreement. Price schedule S3 is applied
to the sales order.
13.Click New Row under the Fees and Charges section.
14.Populate the fields using this information:
Type MANAGEMENT
Calculation USAGE
Meter PRINTOUTS
Total Usage 20000
Reading 1
Line Price is calculated as $50. This is the price range calculated for a range
of 10.001 to 20.000 total printouts. Change the number to 20.001 to see Line
Price changing to $60. See Figure 12-28 on page 232.

Chapter 12. Pricing scenario 231

Figure 12-28 Fees and Charges

15.Click Go to  Service Provider (SP)  Sales Orders (SP).

16.Create a new sales order, and type the following information:
Location NYC
Classification IT Issue \ Hardware \ Printer
17.Save the sales order, and select Action  Select Deselect Price Schedule,
as shown in Figure 12-29.

Figure 12-29 Select / Deselect Price Schedule

18.In the Select Deselect Price Schedule dialog box, click New Row, as shown in
Figure 12-30 on page 233.

232 Implementing IBM Maximo for Service Providers

Figure 12-30 Select / Deselect Price Schedule

19.In the Price Schedule dialog box, select the Show filtered Agreement Price
Schedules for this Customer option (default option).
20.Under the Price Schedules table, select Price Schedule (S2).
21.Click OK to close the dialog.
22.In the Fees and Charges section, click New Row.
23.Populate the fields with this information:
Type Management
Calculation Count
Classification IT \ Computer_Equipment \ Printer
Total asset Count 1 (Any number greater than zero)
asset Count for Sales order10
Line price is calculated as $50 per item. This is the flat rate for dot matrix
printers.

Chapter 12. Pricing scenario 233

234 Implementing IBM Maximo for Service Providers
 13

Chapter 13. Service Desk tickets and

solutions restricted by
Service Provider customers
scenario
In this chapter, we show you how a company that provides Service Desk services
for multiple companies can manage tickets in the same Service Request
Manager server and keep the information safe providing special access for
separate users for multiple companies.

In this chapter, the topics that we discuss are:

򐂰 13.1, “Business requirement” on page 236
򐂰 13.2, “Integrating IBM Tivoli Service Request Manager with IBM Maximo for
Service Providers” on page 236
򐂰 13.3, “Step-by-step implementation” on page 238

© Copyright IBM Corp. 2010. All rights reserved. 235

13.1 Business requirement
RedBook Inc. is providing Service Desk service for customer SDA and customer
SDB. RedBook Inc. has Service Desk users dedicated for customer SDA and
customer SDB and Support users who work for both companies. RedBook Inc.
must create Incidents for each company and restrict access of the Service Desk
only to the Incidents and Solutions for which they have authorization.

13.2 Integrating IBM Tivoli Service Request Manager

with IBM Maximo for Service Providers
Tivoli Service Request Manager provides a full portfolio of application for Service
Desk, such as incidents, problems, service requests, and solutions. It also
provides powerful mechanisms to search for a ticket or solution.

IBM Maximo for Service Providers focuses on how customers must receive the
services defined by the contract terms.

Combining these products together creates a powerful solution for Service

Provider companies that provide Service Desk services to multiple customers.

13.2.1 Scenario and products involved in the integration

To implement this scenario, you must have the following products installed in your
environment:
򐂰 IBM Tivoli Service Request Manager 7.2
򐂰 IBM Maximo for Service Providers

13.2.2 Benefits of this integration

The benefits of integrating the IBM Tivoli Service Request Manager and IBM
Maximo for Service Providers is that you can create tickets in Service Request
Manager for Service Provider customers, which allows secure access to tickets
and solutions created for a specific customer.

236 Implementing IBM Maximo for Service Providers

13.2.3 Installing IBM Maximo for Service Providers on top of IBM
Tivoli Service Request Manager
To install IBM Maximo for Service Providers on top of IBM Tivoli Service Request
Manager:
1. Run lauchpad.exe inside your SRM 7.2 installation folder. See Figure 13-1.

Figure 13-1 Installation folder

2. Click Service Provider, as shown in Figure 13-2.

Figure 13-2 Installing IBM Maximo for Service Providers from the Tivoli Service Request
Manager installer

3. Click Install Service Provider Common Components for Service Request

Manager, as shown in Figure 13-3 on page 238

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 237
 Figure 13-3 Install Service Provider Common Components for Service Request Manager

4. After this process is finished, click Install Service Provider Support for
Service Request Manager, shown in Figure 13-2 on page 237.

Figure 13-4 Install Service Provider Support for Service Request Manager

5. When the redeployment completes, IBM Maximo for Service Providers will be
integrated with Tivoli Service Request Manager.

13.3 Step-by-step implementation

In this scenario, we create a set of Incidents for two customers for three different
users.

13.3.1 Initial customization for this scenario

In this section, we describe the initial customization steps:.

Enabling SP security
To enable IBM Maximo for Service Providers security:
1. Login at the system using the administrator user.
2. Select Security  Customer Objects (SP).

238 Implementing IBM Maximo for Service Providers

 3. Select Select Action  Create Default Conditions.
4. The message “Additional Customers Objects and Conditions were added
after the original setup” will appear. Click Yes, and Figure 13-5 is displayed.

Figure 13-5 The list with 42 objects

Creating customers
To create the customers:
1. Select Service Provider (SP)  Customers (SP).
2. Create a new customer named CUSTOMERSDA.
3. Change the status to Active.
4. Create a new customer named CUSTOMERSDB.
5. Change status to Active, as shown in Figure 13-6 on page 240.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 239
 Figure 13-6 Activate the customer

Figure 13-7 shows how on the tab list you can easily see both customers.

Figure 13-7 On the tab list you can easily see both customers

Creating security groups

To create the security groups:
1. Select Security  Security Groups(SP).
2. Create group CustomerSDU.
3. Move to the Customer tab and enable the flag Authorize Group for
Customers on User's Person Record, as shown in Figure 13-8 on
page 241.

240 Implementing IBM Maximo for Service Providers

 Figure 13-8 Authorize Group for customers on User's Person record

4. Click the Applications tab.

5. Filter the application by Solution. Three applications will appear, as shown in
Figure 13-9.

Figure 13-9 Solution

In Figure 13-9, you can see the word Solution in the filter text box and the
three applications listed: Search Solution, Solutions, and Solution (SP).
6. Click Grant Listed Applications  All Above. Click Yes  Save, as shown
in Figure 13-10 on page 242 and Figure 13-11 on page 242.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 241
 Figure 13-10 Grant Listed Application button

Figure 13-11 For all 3 applications the options available will be granted access for that
security group

7. Filter applications using the Global Search.

8. Click Grant Listed Applications  All Above, and click Yes.
9. Click Grant Listed Options for this Application, and click Save. See
Figure 13-12 on page 243.
Grant Listed Options for this application grant access for all actions for the
options access granted.

242 Implementing IBM Maximo for Service Providers

Figure 13-12 Grant Listed Options

10.Create group SupportSDU.

11.Click the Customer tab, and select the Authorize Group for Customers in
User's Person Customer Access List option, as shown in Figure 13-13.
Here we create a security group for the support user. This group determines
to which customers the user has access.

Figure 13-13 Authorize Group for customers option

As in the previous security group, the following steps provide access for the
same applications and functions.
12.Click the Applications tab.
13.Filter the application by Solution. Three applications are displayed.
14.Click Grant Listed Applications  All Above, and click Yes.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 243
 15.Filter applications by Global Search.
16.Click Grant Listed Applications  All Above  Yes  Grant Listed
Options for this Application  Save.

Creating users
To create the users:
1. Go to  Security Groups  Users.
2. Create USERSDA and active it. See Figure 13-14.

Figure 13-14 Activate the user

3. From the Person application Detail Menu, select Select Value  People
(SP).
4. Associate USERSDA with CUSTOMERSDA by setting the Cust/Vendor field
with CUSTOMERSDA, as shown in Figure 13-15 on page 245.
5. Using the Detail Menu for person you open the People(SP) application and
associate the Person with Cust/Vendor field.

244 Implementing IBM Maximo for Service Providers

Figure 13-15 People(SP) application

6. Return to the Users application, move to the Groups tab, and add a
customer, for example CustomerSDU, as shown in Figure 13-16.

Figure 13-16 Users (SP) application

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 245
 7. Click Security Groups  Users.
8. Create the user USERSDB, and active it.
9. From Person Detail Menu icon, select Select Value  People (SP).
10.Associate USERSDB with CUSTOMERSDB by setting the Cust/Vendor field
with CUSTOMERSDB.

Note: So far we created two users that are associated with different customers
(USERSDA  CUSTOMERSDA; USERSDB  CUSTOMERSDB).

11.Select Security Groups  Users.

12.Create the security group SUPPORTSDA, and activate it.
13.From the Person application Detail Menu, select Select Value  People
(SP).
14.Click the Customer Access tab, add a new row, and call it CUSTOMERSDA,
as shown in Figure 13-17.

Figure 13-17 Associate a customer to a user

15.Return to the Users application, select the Groups tab, add a new row, and
call the group SupportSDU.

246 Implementing IBM Maximo for Service Providers

 Note: For the Support user, we use the second security group we created
(SupportSDU). Each group restricts the user access to a list of customers. In
this case, we created a list of one user.

16.Click Security Groups  Users.

17.Create the user SUPPORTSDAB and active it.
18.From the Person application Detail Menu, select Select Value  People
(SP).
19.Click the Customer Access tab, and add a new row called CUSTOMERSDA.
20.Click the Customer Access tab, and add a new row called CUSTOMERSDB,
as shown in Figure 13-18.

Figure 13-18 Create a support user that will have access to the two customers

21.Return to the Users application, click the Groups tab, and add a new row
called SupportSDU.

Setting a cron task to index tickets and solutions for Global

Search
To set a cron task to index tickets and solutions for Global Search:
1. Select System Configuration  Platform Configuration  Cron Task
Setup.
2. Search and open PmObjSearchCron.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 247
 3. Set PmObjSearchInstance to 5m, as shown in Figure 13-19.
4. Select the Active option, and save the record.

Figure 13-19 Setting time and active the cron task

5. Select Select Action  Reload Request.

6. Select PmObjSearchInstance, and click OK, as shown as Figure 13-20.

Tip: Reload the cron task before the changes become activate.

Figure 13-20 Cron task

13.3.2 Operating the system

Perform the following to create incidents and solutions:
1. Login as administrator at the system.
2. Go to Service Desk  Incident.

248 Implementing IBM Maximo for Service Providers

 3. Click New.
4. In the Summary field, type IncidentA - CustomerSDA associated.
5. In the Details field, type That is the first Incident applied to Customer SDA
only.
6. In the Customer field, enter CUSTOMERSDA, and save it, as shown in
Figure 13-21.

Figure 13-21 New Incident for CustomerSDA

7. Click New Incident.

8. In the Summary field, enter IncidentB - Customer SDB associated.
9. In the Details field, enter This is the first Incident applied to Customer A
only.
10.In the Customer field, enter CUSTOMERSDB.
11.Save the record, as shown in Figure 13-22 on page 250.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 249
 Figure 13-22 New Incident for CustomerSDB

12.Go to the Solution Details tab.

13.Click Detail Menu for Solution, and go to the Solution applications.
14.Populate the Description field with Solution for IncidentB.
15.Select the Self-Service Access? option.
16.Populate the Customer field with CustomerSDB.
17.Change the status to Active, and save, as shown in Figure 18 on page 251.

250 Implementing IBM Maximo for Service Providers

Figure 13-23 Solution active for CustomerSDB

18.Click Return with Value. You will see that the incident has a solution already
applied, as shown in Figure 13-24.

Figure 13-24 Solution applied to IncidentB

Now let us perform a Global Search for UserSDA and UserSDB:

1. Login as UserSDA.
2. Select Service Desk  Global Search.
3. In the search field, type Incident, and press Enter.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 251
 Figure 13-25 Only IncidentA was found

4. In the search field, type Solution, and press Enter. No record will be found
because of the user security restriction. The user has access to tickets and
solution only for the Customer SDB.
5. Login as UserSDB.
6. Select Service Desk  Global Search.
7. In the search field, type Incident, and press Enter, as shown in Figure 13-26
on page 253.

252 Implementing IBM Maximo for Service Providers

 Figure 13-26 Only the Incident for CustomerSDB was found

8. In the search field, type Solution, and press Enter, as shown in Figure 13-27
on page 254.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 253
 Figure 13-27 This user can see the Solution

9. Login as SupportSDA.
10.Select Service Desk  Global Search.
11.In the search field, type Incident, and press Enter. As seen in Figure 13-28
on page 255, no solution is shown because the restriction applies to
Customer SDA, and we created the solution for Customer SDB.

254 Implementing IBM Maximo for Service Providers

 Figure 13-28 No rows to display

SupportSDA user is not authorized for tickets/solutions for CustomerSDA, so

no rows are displayed.
12.Login as SupportSDAB.
13.Select Service Desk  Global Search.
14.In the search field, type Incident, and press Enter, as shown in Figure 13-29
on page 256.

Chapter 13. Service Desk tickets and solutions restricted by Service Provider customers scenario 255
 Figure 13-29 Global Search

15.In the search field, type Solution, and press Enter, as shown in Figure 13-30.

Figure 13-30 This user can see the Solution for Customer SDB

Note: You can use the Solutions application to search for that solution. The
result is same as searching the solution with Global Search: only users
associated with CustomerSDB can see the solution 1001.

Also in the security group, you can give access to any other application for
tickets (service requests, problems, incidents). The restrictions for customer
are applied to those too.

256 Implementing IBM Maximo for Service Providers

Related publications

The publications listed in this section are considered particularly suitable for a
more detailed discussion of the topics covered in this book.

IBM Redbooks
For information about ordering these publications, see “How to get Redbooks” on
page 258. Note that some of the documents referenced here may be available in
softcopy only:
򐂰 Certification Study Guide Series: IBM Maximo Asset Management V7.1,
SG247761

Online resources
These Web sites are also relevant as further information sources:
򐂰 Maximo information center:
http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm
.mam.doc_7.1/mam_welcome.htm
򐂰 Priority Matrix application information:
http://publib.boulder.ibm.com/infocenter/tivihelp/v32r1/topic/com.ib
m.srm.doc/en/c_matrix_intro.html
򐂰 Migration Manager user guide:
http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm
.tamit.doc_7.1/pdf/mam71_migration_mgr_guide.pdf
򐂰 IBM Maximo Asset Management information center:
http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm
.mam.doc_7.1/mam_welcome.htm

© Copyright IBM Corp. 2010. All rights reserved. 257

How to get Redbooks
You can search for, view, or download Redbooks, Redpapers, Technotes, draft
publications and Additional materials, as well as order hardcopy Redbooks
publications, at this Web site:
ibm.com/redbooks

Help from IBM

IBM Support and downloads
ibm.com/support

IBM Global Services

ibm.com/services

258 Implementing IBM Maximo for Service Providers

Index
viewing billing details 120
A Bulletin Board application 72
Agreement Price Schedules application, overview
creating a new bulletin board 72
14
Bulletin Boards application, overview of new fea-
applications
tures 23
Assets 44
Bill Batch 119
Bill Review 120 C
Bulletin Board 72 Classification application
Customer 29 associate a classification with a CI 53
Customer Agreement 110 creating a new classification 50
Customer Billing 134 making classifications usable 216
Customer Objects 32 types 50
Domains 36 Classifications and Attributes application, overview
Locations 39 of new features 22
Meters 214 Configuration Item application
Migration Groups 141 creating Configuration Items 48
Migration Manager 140 Configuration Item application, overview of new fea-
Object Structures 141 tures 21
Organization 26 creating a new customer agreement 60
People 181 Customer Agreement application 59–60
Preventive Maintenance 161 applying a customer agreement 133
Response Plan 115 associating with customers 183
Security Groups, using 34 conditions 113, 126
Service Address 41 creating a customer agreement 124
Service Item 54 creating a customer agreement with a price
Service Level Agreement 55 schedule 110
Service Request 116 creating a new agreement 165
Work Order Tracking 129 creating a price schedule 60
applications, list of extended 12 creating labor pricing rules 62
applications, list of new 12 creating markups 62
Assets application 44 creating materials pricing rules 64
adding an asset 178 creating tools pricing rules 65
associating a classification for an asset 47 overview 13
creating a new asset 45, 101, 215 price schedule details 112
overview of new features 21 pricing rules 127
searching for an asset 179, 193 revising a customer agreement 220
searching for assets 184
searching for customer agreements 184
B values 111
Bill Batch application
Customer application 29
creating customer billing 119
creating a new customer 29, 110, 239
Billing Review application
overview 13
overview 17
Customer Billing application
reviewing 135

© Copyright IBM Corp. 2010. All rights reserved. 259

 creating customer billing 133–134 uploading a package 153
overview 16 migration objects 141
Customer Objects application 32 Move Modify Assets application
creating conditions 238 select the location 104
overview 19
N
D New applications 13
Deployed Assets application, overview of new fea- new customer
tures 21 creating 29
DMPLUSPRP object structure 143
DMPLUSPSLA object structure 142
Domains application 36
O
Object Structures application
overview of new features 22
manipulating migration objects 141
values 36
Response plan 143
SLA 142
E Organization application 26
escalations Billing options 28
creating 70 Service options 27
service desk escalations 87 SLA options 26
extended applications 20 SLA options configuration 198
Work Order options 26
I
Incidents application P
overview of new features 20 package definitions 140, 145
Item Master application, overview of new features activating 148
23 displaying 150
distributing 151
saving 148
L package files
labor pricing rules, creating 62
deploying 153
Locations application 39
uploading 153
creating a new location 40, 101, 214
People application
searching for locations 187
searching for people 181
Locations application, overview of new features 21
PMs (preventive maintenance records) 161
Preventive Maintenance application
M creating PM records 161
markups, creating 62 generating a work order 166
materials pricing rules, creating 64 price schedules
Meters application conditions 126
creating a new meter 214 creating price schedules 60, 219
Migration Groups application revising a price schedule 220
creating migration groups 141 using in a customer agreement 124
Migration Manager application pricing rules
components 140 materials 127
creating package definitions 140, 145 services 127
deploying a package 153 Problems application
managing targets 146 overview of new features 20
menu 139

260 Implementing IBM Maximo for Service Providers

R solution
Reconciliation application, overview of new features searching for 89
21 Solutions application, overview of new features 22
Redbooks Web site 258
Contact us xxii
T
Response Plan application targets, managing 146
associating a response plan with a customer tools pricing rules, creating 65
115
changing the status 115
creating a new response plan 66, 115 W
ranking values 116 Work Order Tracking application
Response Plan application, overview 18 creating a work order 129
searching for work orders 191
Work Orders
S options 26
Sales Order application
creating a sales order 228
overview 17
Security Groups application 34
adding users 182
associating users 191
creating security groups 240
creating security priveleges 34, 176
data restrictions 174
overview of new features 22
Service Address application 41
creating a service address 42
Service Address application, overview 15
service desk escalations 87
Service Items application 54
overview of new features 23
Service Level Agreement application 55
applying a non severity 1 SLA service request
203
applying a severity 1 SLA service request 208
build conditions 58
creating a new SLA 56, 162
creating a non severity 1 SLA 200
creating a severity 1 SLA 202
overview of new features 23
Service Request application
applying a response plan 118
creating a new service request 116
overview of new features 20
submitting 90
validating 94
viewing updates 92
working and resolving 96
SLA options 26

Index 261
262 Implementing IBM Maximo for Service Providers
Implementing IBM Maximo for Service Providers
(0.5” spine)
0.475”<->0.875”
250 <-> 459 pages
 Back cover ®

Implementing IBM
Maximo for
Service Providers ®

Learn best practices The IBM Maximo for Service Providers product is designed to
for implementing support Service as a business. It helps lower total INTERNATIONAL
IBM Maximo for cost-of-ownership and increase profitability and customer TECHNICAL
Service Providers satisfaction by managing clients’ assets either through SUPPORT
third-party outsourcing or internally shared services model. ORGANIZATION
Experiment with real This IBM Redbooks publication introduces IBM Maximo for
life scenarios Service Providers product and its components. We took a
practical approach in this book, and presented the features BUILDING TECHNICAL
Understand the and functions of the IBM Maximo for Service Providers INFORMATION BASED ON
product components product in the context of a number of real-life scenarios or PRACTICAL EXPERIENCE
usage patterns. These scenarios are commonly used at IBM
customer sites to satisfy specific business requirements. For
each scenario, we establish the business reason, benefits, IBM Redbooks are developed by
the IBM International Technical
and how to implement the scenario. There is also a section Support Organization. Experts
on initial product configuration that touches on several from IBM, Customers and
configuration points, such as creating the customers, Partners from around the world
security groups, and response plans. create timely technical
information based on realistic
This book is a reference guide for IT Specialists and IT scenarios. Specific
Architects implementing IBM Maximo for Service Providers. recommendations are provided
to help you implement IT
solutions more effectively in
your environment.

For more information:

ibm.com/redbooks

SG24-7891-00 ISBN 0738434841