Use Case [SP753] – Service Provider: Enhancements included

in the 7.5.3 release

1.1 Use Case Outline

What’s new in Maximo for Service Provider 7.5.3?

not for distribution IBM Software Group | Cloud & Smarter Infrastructure
© 2014 IBM Corporation

What’s new for 7.5.3? This is a quick list of the new features and the key product areas they
affect this tables provides a quick summary and additional detail is included below. Starting
from the top improvements have been made to the existing pricing capabilities. In price books
improvements were made that allow the service provider to establish pricing based on the
condition of the material being used or based on the characteristics of the asset, location or CI
that is actually being serviced or referenced on work order.

Another is Bill Processing and this has a been a theme over the last few releases. In prior
releases we started to enable more automation to this process with this releases we've added
more capabilities.
1. Continuous billing removes limitations in prior releases that restricts the user from
processing more than 1 bill for a specific agreement at a time.
2. The other capability Automated billing which allows for full automation for the bill
creation process. Removing 100% of the manual intervention that was previously
required.

The next item on the list is reporting and in this release we've added reports which combine and
roll-up totals for all bills by customer. These new reports help both the service provider and the
customer more clearly understand what needs to be paid and what should be collected during
the billing process.
 Also with this release a Companies(SP) and Company Master(SP) app have been added, this will
allow the service provider to ensure when external resources are used to fulfill a customer
request that the resources used are from the customer preferred vendor list.
And last but not least some usability improvements which are small improvements to common
problem areas. These are not specifically related to any key capability or theme like the others
above but are common requests that we get from our users to help improve usability in certain
areas of the product.

1.2 Customer Value

For additional detail on the overall customer value proposition for the Service Provider add-on,
see the included set of quick overview slides.

1.3 Use Case Content

Service Provider Role
UID/login name = ffacilities
PW = ffacilities
First name = Frank
Last name = Facilities
Maximo Security Group = MAXEVERYONE, SPPROVIDER
Start Center = All Users, Service Provider (EFS, DCH)

Service Provider Role

UID/login name = sservices
PW = sservices
First name = Sally
Last name = Services
Maximo Security Group = MAXEVERYONE, SPPROVIDER
Start Center = All Users, Service Provider (PG, DEM, GILMONT)

Service Provider Role

UID/login name = ivanit
PW = ivanit
First name = Ivan
Last name = IT
Maximo Security Group = MAXEVERYONE, SPPROVIDER
Start Center = All Users, Service Provider (WGB, UIG)

Customer Roles
sadams/sadams, lrussell/lrussell
Maximo Security Group = MAXEVERYONE, SPCUSTOMER
Start Center = SP Customer

Other Roles
maxadmin/maxadmin

1.4 Billing Frequency Enhancements

 Automated and Continuous Billing

Automation schedule is Customer Bills are

defined on the Customer Automation is executed by created w/o manual
Agreement the Cron Task intervention

 100% automation for bill creation, eliminating previous manual steps

 Allow processing of multiple bills for the same agreement, removing prior
limitation on sequential bill processing
 Grouping bill line to bill batches helps streamline the review and approval
process

not for distribution IBM Software Group | Cloud & Smarter Infrastructure
© 2014 IBM Corporation

In prior releases the service provider would be responsible for manually creating a
Customer Bill at the end of the billing period for any work that needed to be billed. Now
we did have some automation in place that would allow the copy of bill lines to that bill
after it was completed but the SP was still responsible for creating each bill. A bill
references a specific customer agreement and once that bill was created and the review
process was started no other bills for that customer agreement could be created or
processed until the 1 open bill was completely processed.
Continuous billing removes limitations in prior releases that restricts the user from
processing more than 1 bill for a specific agreement at a time. This restriction forced bill
processing to be a linear or sequential process, you had to close or bill the open batch
before a new one could be opened. With the new enhancement we can now have
multiple bills processed under the same agreement which give service provider much
more flexibility in the billing process and enables them to process more bills faster.
(mention simplify CA setup, processing jams)
The other enhancement from prior releases is around full automation for the billing
process. Again in prior releases the user would need to manually create a bill at the end
of the billing period for each customer, which could be a very time consuming process.
With the new enhancement a schedule can be set during the creation of the agreement
which will allow the bills to be automatically created. Essentially removing 100% of the
manual intervention that was previously required. As part of this enhancement we are
also introducing bill grouping, which now allows the SP to set how they want the bill
lines grouped under each bill that is created. So the process is to set the automated
schedule on CA, a cron task then polls those settings and fires the action to create bills for
each customer agreement and depending on the group by setting there can be multiple bill
created for the same agreement. Let me take you through a quick demo on how this is
setup and what the end result looks like.
Demo
1. Log in as ffacilities or maxadmin
2. Open the Customer Agreement Application and search for agreement EFS001
3. Show the new Automated Billing section which was added in this release.

4. Explain this section - these settings are used to determine when bills will be created
for all the Price Schedules in this agreement.
a. Billing Type - When set to Automatic the
PLUSPBILLPSGENCRONTASK will create a bill based on the
automated settings.
b. Billing Cycle - example is set to MONTHLY, meaning bills will be
generated every month (billing interval=1) starting on the first bill date,
6/25/14.
c. Bill batch grouping - When no value is selected one a single bill batch will
be created and bill lines from all work orders will be included. If a value
such as 'Customer Cost Center' is selected then multiple bill batches will
be created and the bill lines under each bill batch will be grouped based on
the unique Customer Cost Center values that are indicated on each work
order.
5. Open the Work Order (SP) application.
6. Search for work orders 1208, 1209, 1210 and review the Customer Cost Center that
has been set on each work order.
7. **If needed open the Cron Task Set application and search for the
PLUSPBILLPSGENCRONTASK cron task. Explain this is the cron task that will be
used to generate the bills.
8. Open the Customer Billing Application and review the bills that were created for this
agreement.

9. Scroll through the records and you can see that the bill lines under each batch have
been grouped based on Customer Cost Center.
10. If more work orders need to be selected after the bill batch is automatically then users
can add by clicking the Select Work Order button and select the Customer Cost
Center attribute and enter CC3 for the value and click ok.

1.5 Conditional Pricing - Enhancement

Conditional Pricing

 Pricing based on item

condition
 Automatic price calculation of

S
service delivered based on
service item based on ITION
characteristics of the Asset,
D

Location or Configuration
CON

Items being serviced

 Pricing available during the
completion of work or can be
set for reoccurring charges

not for distribution IBM Software Group | Cloud & Smarter Infrastructure
© 2014 IBM Corporation

The next enhancement is conditional pricing. We’ve made improvements to the existing
pricing capabilities in particular there are 3 areas we've made improvements
1. We've provided a way to automatically price materials from a price book based on
the condition of those items. For example if the part used to fulfill the work order
is new the customer would pay full price, if it's rebuilt the customer may pay a
discounted price and if it's used the customer price may be further discounted.
2. We've also added capability which allows a service to be calculated based on the
characteristics of the asset, location or CI being serviced. For example a facilities
service provider might price cleaning services based on the size of the location,
the number of restroom in the location, if the location has a kitchen, what type of
floors, how many windows etc. Basically you can price each of these attributes
individually in the customers price book...then when a location with these
attributes is serviced the price will be automatically calculated based on these
characteristic or condition of the location. So if the price per sq foot is $1, and the
price per restroom is $25, and the number of windows is $5 in the price book and
a work order is created to clean location X which is 100 sqft, has 2 restrooms and
15 windows the price for the service on that work order will be automatically
calculated to $1125.
 3. This automated pricing is also available not on only on the work order or but it's
also available in a bill schedule so reoccurring charges can also be take advantage
of this pricing model.
Again the enhancement is the ability to set the pricing upfront in the price book and then
have the service price automatically calculated on the work order based on the
characteristics of the asset or location being serviced.

Demo Item Scenario

1. Log in as sservices or maxadmin
2. Go to Item master(SP) and filter on condition enabled items. This capability has
always been present in Maximo but we are extending how this work with Service
Providers.
3. A list of condition enabled items are returned.

4. Select item 11R22.5GS-7, take note that condition rates and codes have already
been set for this item. These same rates and codes will be referenced by the price
book in later steps.

5. Go to Price books and filter on FLEET, APPR.

6. For the 11R22.5GS-7 item we are setting the price using a condition pricing type
of RATE.

7. When conditional pricing type rate is selected the condition rate indicated for the
selected item will be used to calculate the line price. For example if a condition
code of 11/32 is indicated then the price will be calculated as List Price *
Condition Rate or using the example $187 * 60% = $112.20
8. For the other item in the price book, LN7023, we are setting the price using a
condition pricing type of FIXED.

9. When conditional pricing type of fixed is selected the fixed price will be used to
set the line price. For example if a condition code of REBUILT is selected the
price will be set to 289.00.
10. Clicking on the Customer Agreement tab will show this price book has been used
in customer agreement DEM001 with Deep Earth Mining.
11. Now go to the Work Order Tracking (SP) application to see how the price is set
using this agreement and price book.
12. Open Work Order Record 1201 for customer DEM. This work order is assigned
to DEM and has Price Schedule DEM_PS01 selected.
 13. Click on the Plans tab, click the material sub tab and both the items from the
FLEET price book have been added to the work order.

14. Expand item 11R22.5GS-7 and make note of the condition code and the line
price. Now change the condition code to 11/32, this will change the price to
129.03 which is 60% of the list price + the 15% markup which is indicated on the
customer agreement pricing rules.

15. Expand item LN7023 and make note of the condition code and the line price.
Now change the condition code to REBUILT, this will change the price to 332.35
which is the 289.00 fixed price specified in the price book + the 15% markup
which is indicated on the customer agreement pricing rules.
16. This same behavior will be present when recording actuals. The Line price is
what the customer will be billed if a bill was generated.

Demo Service Item Scenario

1. Log in as sservices or maxadmin
2. Go to Price Books and filter on approved price book FACSRVS.
3. This price book includes pricing for 1 Service Item, Janitorial Services.
4. The list price for Janitorial services is 100.00, but there is also additional pricing
which is specific to Locations which are classified as OFFICEBUILDINGS. For
these locations there is an additional charges based on the square footage ($20 per
Sq.ft.) and number of restrooms ($10 per restroom).
17. Clicking on the Customer Agreement tab will show this price book has been used
in customer agreement DCH001 with customer Dewey, Cheetam and Howe.
5. The reference can be reviewed by going to the customer agreements application
and filtering on DCH001 with status APPR.
6. Now go to the Work Order Tracking (SP) application to see how the price is set
using this agreement and price book.
7. Open Work Order Record 1206 for customer DCH. This work order is assigned
to DCH and has Price Schedule DCH_PS01 selected.

8. The work order is opened for location ADDR2001 which has the following
specification values, OFFICEBUILDING, 800 sq.ft., 4 restrooms.
9. Now go to the Plans tab, Services sub-tab and select a standard service item =
JANITORIAL.
10. The List Sales price for the service is $100 which is pulled from the price book.

11. The feature/configuration price is calculated based on the attribute pricing in the
price book ($20 per sq.ft. * 800 sq.ft.) + ($10 per restroom * 4 restrooms) =
$16040.00
12. Clicking the detail menu on the side of the Configuration Price Attribute shows
this detail.

13. If the location on the work order is changed from ADDR2001 to BLOCK2000
then the feature price and line price are recalculated based on the specifications of
the new location.
 14. The detail view shows the new spec values used in the price calculation.

18. This same behavior will be present when recording actuals. The Line price is
what the customer will be billed if a bill was generated.

1.6 Customer Specfic Companies - Enhancement

Making vendors customer specific

 Extending the Companies application to

support 1 to many association to customer

 Ensures use of specific Companies by customer based

on security restriction

 Filtering in context of the customer requesting service to ensure

preferred vendor is utilized

not for distribution IBM Software Group | Cloud & Smarter Infrastructure
© 2014 IBM Corporation

The next enhancement I want to review is how we made the Companies app Customer
specific. Like we have done with other applications in prior releases we've cloned the
Companies and Companies Master apps and extended them by adding a relationship
between service provider customer and companies. By adding these we now can put
some security restrictions around the list of companies available based on customer
access defined in security groups and more importantly it allows us to use that
relationship to filter the lists of vendors in context of the customer requesting work on the
work order. Which is important because as a service provider if outside or an external
3rd party is needed to fulfill a request by a customer then in many cases the customer will
stipulate which company is their preferred vendor and should be used to complete the
work. In many cases customer may have an external contract or agreement with these
third parties so it's important for the service provider to make sure their choosing the right
vendor on behalf of the customer. It's also important to note that in this release we are
only using this relationship on the work order applications, we have not introduced this
into the procurement process or applications
Demo
1. Log in as maxadmin
2. Go to the Companies(SP) applications
3. Use advanced search to return a list of Companies which have a customer
associated. There should be 3 entries INTERNAL, OTIS, THYSSENKRUP.

4. Internal is associated to all customers

5. OTIS - is the elevator service vendor that is preferred by customer DCH,

6. THYSSENKRUP - is the elevator service vendor that is preferred by customer
WGB.

7. Log in as ffacilities , this user only has access to Companies that do not have a
customer associated or which have customer DCH or EFS associated.
8. Go to the Companies(SP) applications
9. First filter on Company = OTIS, the record should be returned.
10. Now filter on Company = THYSSENKRUP, No record should be visible because
DCH or EFS is not associated to this company.
11. Log in as ivanit , this user only has access to Companies that do not have a
customer associated or which have customer WGB or UIG associated.
12. Go to the Companies(SP) applications
13. First filter on Company = THYSSENKRUP, the record should be returned.
14. Now filter on Company = OTIS, No record should be visible because WGB or
UIG is not associated to this company.
15. Log in as maxadmin
16. Go to Work Order Tracking (SP) and create a WO for customer DCH.
17. Scroll down the page and select a vendor for Elevator Service, OTIS. This record
is returned in the list of values to select.
 18. Now try and select THYSSENKRUP, this vendor is not available for DCH work
orders.
19.

20. Change the Work Order Customer to WGB and search again search for
THYSSENKRUP. This time the vendor record is returned.

21. This is because the selectable values in the Companies list is filtered in context of
the Customer value selected on the Work Order.

1.7 Combined Billing Reports - Enhancements

 Combined Billing Reports

All bills from reoccurring

fees and charges

All bills from work orders

and tickets

Combined
Customer
Totals

 Increases visibility for both customer and service provider to outstanding balances

 Provides service provider with clarity on margin of loss/gain for services delivered
to each customer for all bills in a billing period

 Leverages advanced search, saved query and existing QBR features

not for distribution IBM Software Group | Cloud & Smarter Infrastructure
© 2014 IBM Corporation

We have added reports to this release of Service Provider. One of the keys here is that
when bills are created they are either in relation to a set of bill schedules or a price
schedules, even though those different schedules might be on the same agreement they
still are individual bill batches. To understand all bills for a single customer or agreement
the user would have to add these individual bills up either by hand or some custom
reporting. So to address these needs we've added 4 combined billing reports which take
that low level data that is included in each customer bill and summarizes and rolls it up to
a simple report that can be leveraged both by the customer and service provider.
Demo
1. Log in as maxadmin.
2. Go to Customer Billing and filter on all bills for customer DEM which are in a
status of BILLED.
3. From the select action menu select Run Reports, 2 new options should be
available.
 4. Click the first option and click submit. BIRT report viewer window will open
with the report.

5. In the report you can see the totals from each bill batch and then the roll up of all
bill batches for customer DEM in the billing period starting Feb 5 (earliest date
returned in list query) to Feb 28 (latest date returned in list query). You can see
how much it Cost the service provider to deliver the work, how much they billed
the customer and the difference (profit/margin).
6. Now close this window and select the second option and submit.

7. This report has the same detail but the roll up is slightly different. For this report
we first roll up by schedule type then by bill batch. This show the service
provider what they are billing in transactional fees, reoccurring fees and then the
combined totals.
8. Similar reports are available on the Bill Review (SP) application, the only
difference is those 2 reports do not include the Total Cost or Difference fields
only the Total Billed.

1.8 Usability Improvements - Enhancements

 Minor Usability Improvements
 Improved filtering of customer on Tickets and Work Orders
 Ability Bill Line adjustments
 Action to reapply a customer agreement
 Remove IT Asset Management tabs on Price Schedules
 Add reference to Billing Schedule on Sales Order
 Fill values on Sales Order for KPI Billing
 More options to ‘Apply to Date’ in Price Schedule (Actual, Finish)

not for distribution IBM Software Group | Cloud & Smarter Infrastructure
© 2014 IBM Corporation

Additional minor enhancements we've added around usability.

Demo
1. Additional context filtering on Tickets. This allows the Reported By, Affected
Person, Asset, Owner and Location to be filtered in context of the Customer
assigned to the ticket.
a. Open the Service Request SR application
b. Create a new SR and associate customer WGB. Once the customer is
assigned select values from any of the related attributes mentioned above,
for example Reported By.
c. You can see, rather than providing the entire list, the options are filtered
down to just the records which have WGB associated. The same applies
when any of the other fields are selected.
d.

2. Bill Adjustment - This allows the service provider to quickly adjust the bill at the
line level by a certain percentage.
a. Open the Customer Billing application and filter on bills which are
INPROGRESS or PREBILL
b. Expand a line that has not been approved in the Bill Batch Lines section.
 c. A new field Billed Price Discount % has been added and to the right is a
icon that allows the user to adjust the line.

d.
e. When the button is selected the user can enter the % adjusted along with a
note on why the discount was provided.
3. Reapply and remove price schedule are new actions that have been added to the
action library. These can be used by workflow, escalation or automation script to
allow a price schedule to be reapplied to an object like work order. This is helpful
when the situation regarding the WO has changed and the changes would change
the pricing.
a. Open the Actions application and search for the new actions.
b.

4. Customer totals - UI changes to the Customer (SP) application have been made to
display both the Price Schedules and Bill Schedules from Agreements and a Total
Billed attribute which shows the total amount that has been billed for all schedule.
a.

5. Price Schedule - Within the Customer Agreements application the pricing rules
tab has been changed. The IT Asset sections which were depricated with the
release of 7.2.1 have been removed to make the UI cleaner and less confusing.
a. Prior version
 b.
c. New version - The Asset Performance tab is relabed KPI in the new
version. The Asset Management and Asset Usage tabs have been
removed.

d.
6. Customer Agreement - More options for 'Appy to date' have been added. Prior
version only allowed (Report Date, Scheduled Start Date, Target Date).
a.

7. Sales Order UI has been updated

a. Now includes a reference of the bill schedule that the sales order was
created from.
b. The Fees and Charges section will now dynamically display the
appropriate attributes based on the type of charge and calculation.
c. If a calculation of KPI is selected then once the KPI Name is choosen the
last reading will be automatically populated to the KPI Measure field.