IBM Asset And Service Management
IBM Asset And Service Management
IBM Asset And Service Management
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Software<br />
<strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong> –<br />
Introduction to <strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong><br />
Selvaraja Vallyan<br />
Regional Sales, Asean<br />
MRO Software,<br />
An <strong>IBM</strong> Company<br />
selva@sg.ibm.com<br />
© 2007 <strong>IBM</strong> Corporation
Software<br />
The Three Things that <strong>IBM</strong> Maximo Does<br />
<strong>Asset</strong> <strong>Management</strong> for IT<br />
<strong>Asset</strong> <strong>Management</strong> for non-IT (EAM)<br />
<strong>Service</strong> <strong>Management</strong> for IT & EAM<br />
…or any combination of the above
Software<br />
What <strong>IBM</strong> Maximo Does:<br />
One unified solution to manage all asset classes<br />
Broad, best-in-class service support for all<br />
critical assets that drive the business<br />
Production<br />
Equipment<br />
Facilities<br />
Transportation<br />
<strong>Asset</strong>s<br />
IT Hardware<br />
and Software<br />
• Power generation equipment<br />
• Refineries, chemical plants<br />
• Manufacturing lines<br />
• Corporate buildings<br />
• Hotels, hospitals<br />
• Airports, government facilities<br />
• Rail, rolling stock<br />
• Over-road vehicles<br />
• Ships, aircraft<br />
Consolidation for<br />
greater efficiencies<br />
• Servers, laptops, network devices<br />
• Software configurations, licenses<br />
• <strong>Service</strong><br />
We Enable Operational Efficiency and Consolidation
Software<br />
<strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong><br />
4<br />
<strong>IBM</strong> Maximo provides an integrated suite of applications for managing<br />
critical assets, including:<br />
Production assets<br />
Revenue-generating machinery & equipment assets<br />
Facility assets<br />
Locations, buildings, specialized facilities<br />
Transportation assets<br />
Fleet vehicles<br />
IT assets<br />
Hardware, software, network devices<br />
While maintaining <strong>Service</strong> <strong>Management</strong> to facilitate:<br />
Internal <strong>Asset</strong> <strong>Management</strong> run as a cost center (maintenance<br />
departments)<br />
<strong>Asset</strong> management as a service (internal service departments)<br />
<strong>Asset</strong> management as a business (service providers, that is, customers who<br />
provide asset management to other customers)
5<br />
Software<br />
Control all critical assets to mitigate risk<br />
Today, Executives need to be concerned with managing all aspects of<br />
compliance<br />
� Environmental<br />
� Major Environmental laws such as: Clean Air/Water Act<br />
Regulatory & Financial<br />
Sarbanes-Oxley, Basel II, Health Insurance<br />
Portability and Accountability Act<br />
� Safety<br />
� Occupational Safety and Health Act<br />
Software Licensing<br />
ISV Software Audits
Software<br />
An Overview of <strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong><br />
6<br />
<strong>Service</strong>s Catalog<br />
<strong>Service</strong> Level <strong>Management</strong><br />
<strong>Asset</strong> Maintenance and <strong>Management</strong><br />
Activities<br />
<strong>Asset</strong>s<br />
What the provider sells<br />
and the customer sees<br />
What the provider agrees<br />
to deliver to the customer<br />
What the provider does<br />
to keep assets running in<br />
order to deliver service<br />
The core of a business<br />
and which allows it to<br />
function
Software<br />
Enterprise <strong>Asset</strong> AND <strong>Service</strong> <strong>Management</strong><br />
<strong>Service</strong> <strong>Management</strong> (in an <strong>Asset</strong> context): the operation and<br />
maintenance of the asset and its infrastructure to provide an<br />
optimal level of service to the customer at a justifiable cost.<br />
Break/fix Maintenance<br />
<strong>Asset</strong> management<br />
Spectrum of different service models.<br />
Internal <strong>Service</strong> Provider<br />
<strong>Asset</strong> management as<br />
a service<br />
3 rd Party <strong>Service</strong> Provider<br />
<strong>Asset</strong> management as<br />
a business<br />
Profit/Loss
Software<br />
<strong>IBM</strong> <strong>Asset</strong> <strong>Management</strong> provides deep Industry Solutions
Software<br />
Maximo is EVERYWHERE!<br />
Airports<br />
� 100 customers globally<br />
� 5 of top 10 busiest<br />
� BAA, DIA, Swissport, Schiphol,<br />
Las Vegas, Detroit<br />
Aviation<br />
� 40 customers globally<br />
� 17 maintaining aircraft<br />
� Northwest (Compass), Aires,<br />
Shanghai, Boeing, Rolls Royce<br />
Freight/Logistics<br />
� 70 customers<br />
� JB Hunt, Fedex, Coca-Cola<br />
Enterprises, Frito Lay, DHL,<br />
Albertsons<br />
Marine, Ports & Terminals<br />
� 75 customers globally<br />
� 26 maintaining vessels<br />
� BC Ferry, Hutchinson Ports, Port<br />
of Seattle, Stolt Offshore<br />
Rail & Transit<br />
� 100 customers globally<br />
� Amtrak, Tube Lines, Washington<br />
Metro, Long Island Rail Road,<br />
BAM Rail<br />
Hospitality<br />
� 100 top hotels, casinos,<br />
amusements parks<br />
� Starwood, MGM, Mohigan Sun<br />
Casino, Disney World
Software<br />
Maximo is EVERYWHERE!<br />
Nuclear<br />
� 42 units globally<br />
� >25% Market share in NA<br />
� Southern, TXU, Daya Bay,<br />
Fortum, DTE, Dominion<br />
Transmission & Distribution<br />
� 80 customers globally<br />
� Focused Development Team<br />
� APS, Keyspan, NiSource,<br />
ESKOM, ConEd, Scotia Gas<br />
Oil & Gas, Chemicals<br />
� 200 customers globally<br />
� 8 of top 10 Fortune 500<br />
� BP, Flint Hills, Chevron,<br />
� ADNOC, El Paso, BOC Gases<br />
Fossil/Hydro Powergen<br />
� 160 customers globally<br />
� 17 of 30 Fortune 1000<br />
� Duke, Xcel, NYPA, LCRA, Texas<br />
Genco, Bureau of Rec<br />
Water / Wastewater<br />
� 125 customers globally<br />
� 11 of 30 largest cities<br />
� MWRA, MWD, Honolulu, Corpus<br />
Christi, LADPW, Thames<br />
Mining / Metals / Minerals<br />
� 30 customers globally<br />
� world’s largest steel producer<br />
� Peabody, POSCO, BemaGold<br />
� Alcoa, Yallourn, Syncrude
Software<br />
Maximo is EVERYWHERE!<br />
Aerospace & Defense<br />
� 50 customers globally<br />
� 7 of 9 largest companies<br />
� Boeing, EADS, BAE systems<br />
� Lockheed Martin, Raytheon<br />
Electronics & Industrial<br />
� 85 customers globally<br />
� 6 of 9 largest companies<br />
� Samsung, Philips, Motorola,<br />
� Intel, TI, Tyco Electronics<br />
Life Sciences<br />
� 150 customers globally<br />
� 14 of top 15 companies<br />
� Abbott, Alcon, Amgen, BMS,<br />
� Sanofi-Aventis, Eli Lilly, J&J<br />
Automotive<br />
� 80 customers: OEM / Tier1<br />
� 7 of top 10 companies<br />
� GM, Ford, Toyota, VW-AUDI,<br />
� Daimler-Chrysler, Hyundai<br />
Food & Beverage<br />
� 75 customers globally<br />
� 5 of top 10 companies<br />
� Cargill, Nestle, Sara Lee,<br />
� Coca Cola, Gen’l Mills, Diageo<br />
Retail<br />
� 40 customers globally<br />
� 5 of 10 top companies<br />
� Albertson, Target, Sears,<br />
� Sainsbury, Darty, GAP
Software<br />
Maximo is EVERYWHERE!<br />
Federal (Civil)<br />
� 56 customers<br />
� Department of the Treasury,<br />
NASA, GSA, Veterans Affairs<br />
State / local<br />
� 125 customers<br />
� AK Dept. of Admin., State of<br />
CA, GA Dept. of Admin. Svcs.,<br />
Maryland DOT, LA County DPW<br />
Education<br />
� 127 customers globally<br />
� Cornell University, Johns<br />
Hopkins University, Detroit<br />
Public Schools, Perdue Univ.<br />
Federal (Defense)<br />
� 84 customers<br />
� US Air Force, US Army, US<br />
Marine Corps, US Navy<br />
Government (non-US)<br />
� 48 customers globally<br />
� Dutch Army, Royal Saudi Air<br />
Force, Royal Canadian Mint,<br />
Israeli Army<br />
Healthcare<br />
� 92 customers globally<br />
� Mass General Hospital, Barnsley<br />
District Hospital, Baptist<br />
Hospital - Louisville
Software<br />
Maximo is EVERYWHERE!<br />
Banking & Securities<br />
� 50 banking customers<br />
� 15 securities customers<br />
� State Street, Freddie Mac,<br />
AMEX, Merrill Lynch, HSBC<br />
Telecommunications<br />
� 20 customers globally<br />
� Success w/Mobile Providers<br />
� T-Mobile, Vodafone, Proximus,<br />
Qualcomm<br />
<strong>Service</strong> Providers (EAM)<br />
� 110 customers globally<br />
� Facilities & Industrial<br />
� Honeywell, ABB, Johnson<br />
Controls, UNICCO<br />
Insurance<br />
� 10 customers globally<br />
� Early ITSM story - Amerus<br />
� Allstate, Mutual of Omaha,<br />
AmerUs, Banque de France<br />
Media & Cable<br />
� 17 customers globally<br />
� Mainly facilities asset class<br />
� BBC, Turner Broadcasting,<br />
Universal Studios<br />
<strong>Service</strong> Providers (ITSM)<br />
� 15 customers globally<br />
� Managed Svcs, Outsourcing<br />
� CSC, Getronics, Accenture,<br />
HP
Software<br />
Analyst View: Gartner EAM Magic Quadrant<br />
<strong>IBM</strong><br />
is the only vendor to have been<br />
placed in the EAM Leader’s<br />
Quadrant 11 times since 1998
Software<br />
Analyst View - ARC EAM Solutions Outlook<br />
Leading Suppliers of EAM/CMMS Product Including Software Licenses, Maintenance and<br />
Support<br />
(Percent of Total Revenues)<br />
Estimated 2005 Shipments = US$ 808.1 Million<br />
MRO Software<br />
SAP<br />
IFS<br />
Datastream<br />
Indus Int'l<br />
Oracle<br />
Mincom<br />
Invensys Avantis<br />
Maximus (ASD)<br />
Intentia<br />
Spear Technologies<br />
2.2%<br />
1.2%<br />
3.5%<br />
2.7%<br />
2.6%<br />
4.8%<br />
4.0%<br />
8.4%<br />
8.0%<br />
13.4%<br />
16.1%<br />
0.0% 5.0% 10.0% 15.0% 20.0%<br />
(excludes services)<br />
EAM/CMMS Solutions<br />
Worldwide Outlook<br />
© ARC Advisory Group
Software<br />
Who Are Some Of The <strong>IBM</strong> EAM Customers?<br />
ACEA (ITA)<br />
ACEGAS (ITA)<br />
AGEA (ITA)<br />
Aleyska Pipeline<br />
Arizona Public <strong>Service</strong><br />
Asahi (Japan)<br />
AstraZeneca (UK)<br />
Atlantic Coast Airways<br />
BA Engineering (UK)<br />
BAE Systems<br />
BC Ferries Corp (CDN)<br />
Belgian Railway (BEL)<br />
British Gas Storage (UK)<br />
British Military of Defense (UK)<br />
Bombardier<br />
Boston Gas<br />
BP Amoco (UK CDN US VN EGY)<br />
Calpine Energy<br />
Cargill<br />
Caterpillar Logistics<br />
Citrosco<br />
Colorado Springs Utilities<br />
Columbia Gas<br />
ConEd<br />
Connexus Energy<br />
Cytec Industries<br />
Danish Railway (NETH)<br />
Defense Contractor (CDN)<br />
Detroit DWSD<br />
Detroit Energy (DTE)<br />
Duke Energy<br />
Dynegy<br />
EDF (FRA)<br />
Edison Mission Energy (UK)<br />
Elizabethtown Water<br />
ELF (UK)<br />
Energieversorgung Oberhausen<br />
(FRG)<br />
EPAL (POR)<br />
ESB (IRE)<br />
Eurotunnel (UK)<br />
Evtac Mining<br />
FleetEdge<br />
Frito Lay<br />
Greensboro, NC<br />
Hydro Quebec (Canada)<br />
ICI (UK)<br />
Johnson & Johnson<br />
Kansas City Pub Util<br />
Keyspan Energy (East)<br />
Keyspan Gas<br />
Lattice – Transco (UK)<br />
LOGMOD (US Army)<br />
Long Island Light<br />
Lonza Group<br />
Mead<br />
MDC-Metropolitan District<br />
Commission<br />
Minnesota Power<br />
Mohegan Sun<br />
MOL Oil (Hun)<br />
MRO Software SAP Link<br />
National Grid Company (UK)<br />
National Steel Pellet<br />
NAVSEA (Navy Fleet)<br />
NCE (Xcel Energy)<br />
Netcom (Australia)<br />
New York Subway<br />
Nstar<br />
Nynas Oil (UK)<br />
Philadelphia<br />
Pirelli Cable<br />
Powergen/East Midlands Electricy<br />
(UK)<br />
Prepa<br />
Ruan Transportation<br />
Ryder Trucking<br />
SABIC<br />
San Diego DWSD<br />
Saur Water (UK) (So East Water)<br />
SEABO (ITA)<br />
SETECH<br />
Schott Glass Industries<br />
Scottish and Southern Energy<br />
(UK)<br />
Scottish Power (UK)<br />
Scottish Water (UK)<br />
Shell Oil (Neth)<br />
Southern California Gas<br />
Southern Energy<br />
SR Technics-Swissair Engineering<br />
(SWZ)<br />
Stadwerke Chemnitz (FRG)<br />
Stadwerke Erfurt (FRG)<br />
Stadwerke Heidenheim (FRG)<br />
TetraPack (UK)<br />
Texaco (UK)<br />
Texas Utilities<br />
Thames Power (UK)<br />
Tifton Aluminum<br />
TIWAG (Austria)<br />
T Mobile (UK)<br />
UK Post Office (UK)<br />
University of Chicago<br />
US Mint<br />
Via Systems<br />
Xcel Energy<br />
Vodaphone (UK)<br />
Wake County GSA<br />
Yorkshire Electricity (UK)<br />
Yorkshire Water (UK)
Software<br />
What Are The Key Industries of Focus?<br />
% of Procurement<br />
MR Spending<br />
O Spending<br />
Banks<br />
Insurance<br />
Financial<br />
Institutions<br />
Education<br />
Hospitals<br />
Government<br />
Facilities<br />
Transportation<br />
Repair Depot<br />
Utilities<br />
Process<br />
Manufacturing<br />
Discrete<br />
Manufacturing<br />
For Illustrative Purposes<br />
Note: All these industries have IT assets which need to be considered
18<br />
Software<br />
Integrated and Unified<br />
�Visit www.ibm.com/itsm
Software<br />
<strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong> –<br />
Introduction to <strong>IBM</strong> Maximo <strong>Asset</strong> <strong>Management</strong><br />
(MAM)<br />
© 2007 <strong>IBM</strong> Corporation
Software<br />
What Is Enterprise <strong>Asset</strong> <strong>Management</strong> (EAM)?<br />
Enterprise <strong>Asset</strong> <strong>Management</strong> (EAM) is an integrated solution used to design,<br />
build, procure, operate, maintain, modify and dispose an enterprise’s assets<br />
such as the buildings, real estate, facilities, fleet and plant equipment, IT<br />
equipment and networks over the assets’ life cycle, as well as the inventory and<br />
human resources associated with maintaining those assets.<br />
Examples of <strong>Asset</strong>s tracked and managed by an EAM Solution<br />
Utilities... plants, pumps, generators, and substations…<br />
Transportation organizations… crews, mixers, and sub-contractors...<br />
Fleet… trucks, buses, heavy equipment, rail cars…<br />
Seaports… ships, cranes, platforms, and forklifts<br />
Airlines... planes, cargo handling equipment...<br />
Facilities… buildings and grounds...<br />
Healthcare... hospitals, health care equipment…<br />
Defense... tanks, planes, ships…<br />
IT…. servers, workstations, software, network…
Software<br />
What Does Maximo (EAM) Do?<br />
<strong>Asset</strong>s<br />
•Equipment<br />
•Locations<br />
Job Plans<br />
•What to do<br />
•Resources required<br />
Preventive Maintenance<br />
Triggered by<br />
•Time<br />
•Meter<br />
•Condition<br />
Work Requests<br />
•Help Desk<br />
Request<br />
•Tenant<br />
Request<br />
Preventive Maintenance<br />
Work Orders<br />
Inspection Work Orders<br />
Unplanned Work Orders
Software<br />
How Does An EAM System Fit Into The Enterprise<br />
Landscape?<br />
Human<br />
Resources<br />
Procurement<br />
Calibration<br />
& Inspections<br />
Bar Code<br />
Systems &<br />
RFID<br />
E R P<br />
General Ledger Fixed <strong>Asset</strong>s<br />
Payroll<br />
Accounts<br />
Payable<br />
Integrated For Optimal Enterprise Performance<br />
<strong>Asset</strong> Tracking<br />
E A M<br />
Reporting &<br />
KPI’s<br />
Work<br />
<strong>Management</strong><br />
PM, PdM &<br />
RCM<br />
Accounts<br />
Receivable<br />
Inventory<br />
<strong>Management</strong><br />
Inventory<br />
<strong>Management</strong><br />
Electronic<br />
Document<br />
<strong>Management</strong>
Software<br />
What Are Some Of The Challenges<br />
Associated With <strong>Asset</strong> <strong>Management</strong>?<br />
Ensure deficiencies (work orders)<br />
are recorded and recorded properly<br />
Evaluate priority of new work orders<br />
against those already in the backlog<br />
Planning & scheduling to minimize<br />
impact to production<br />
Ensure the appropriate resources,<br />
materials, tools, and documents are<br />
ready for execution<br />
Combine multiple work orders<br />
against the same equipment where<br />
possible<br />
Ensure the maintenance<br />
organization has the correct number<br />
of skills and resources<br />
Properly record work order closures<br />
for future analysis<br />
Maintenance<br />
Items<br />
EAM<br />
Resources<br />
Production
Software<br />
What Values & Benefits Does The Customer Derive?<br />
Potential Cost Savings/ROI Benefits:<br />
•Labor Utilization up by 10-20%<br />
•<strong>Asset</strong> utilization up by 3-5%<br />
•Increased planned maintenance by 50-80%<br />
•New Equipment purchases down by 3-5%<br />
•Lost warranty recoveries up by 10-50%<br />
•On-hand inventory needs down by 20-30%<br />
•Inventory carrying costs down by 5 - 20%<br />
•Material costs reduced by 5-10%<br />
•Purchasing Labor reduced by 10-50%<br />
Other benefits:<br />
•Improved warehouse productivity<br />
•Support for Sarbanes-Oxley compliance<br />
•Improved regulatory/safety compliance<br />
•More accurate data for improved decision<br />
making<br />
•Improved work planning/coordination<br />
•Sales growth through improved service
Software<br />
<strong>IBM</strong> Maximo <strong>Asset</strong> <strong>Management</strong><br />
<strong>Asset</strong><br />
<strong>Management</strong><br />
Locations<br />
<strong>Asset</strong><br />
Failure Codes<br />
Condition Monitoring<br />
Meters<br />
Meter Groups<br />
Work<br />
<strong>Management</strong><br />
Job Plans<br />
Routes<br />
<strong>Service</strong> Requests<br />
<strong>Service</strong> Items<br />
Work Order Tracking<br />
Safety<br />
Quick Reporting<br />
Labor<br />
Qualifications<br />
Lock-Out/Tag-Out<br />
Tools /Crafts/Companies<br />
Preventive Maintenance<br />
Master PM<br />
Assignment Manager<br />
Materials<br />
<strong>Management</strong><br />
Item Master<br />
Storerooms<br />
Inventory<br />
Lot <strong>Management</strong><br />
Kitting<br />
Issues & Transfers<br />
Condition Codes<br />
Stocked Tools<br />
<strong>Service</strong> Items<br />
Procurement<br />
Request for Quotation<br />
Receiving<br />
Receiving Inspections<br />
Purchase Requisitions<br />
Invoices<br />
Purchase Orders<br />
Desktop Requisitions<br />
Enhanced Workflow – Event Driven, Context-based / Escalation Manager<br />
KPIs / Reporting / Analysis<br />
Security & Administration<br />
Contract<br />
<strong>Management</strong><br />
Purchase Contracts<br />
Master Contracts<br />
Warranty Contracts<br />
Lease/Rental Contracts<br />
Labor Rate Contracts<br />
Payment Schedules<br />
<strong>Service</strong><br />
<strong>Management</strong><br />
<strong>Service</strong> Catalogs<br />
SLA <strong>Management</strong><br />
Incidents<br />
Problems<br />
Changes<br />
Releases<br />
Solutions
Software<br />
<strong>IBM</strong> Maximo <strong>Asset</strong> <strong>Management</strong><br />
<strong>Asset</strong><br />
<strong>Management</strong><br />
Locations<br />
<strong>Asset</strong><br />
Failure Codes<br />
Condition Monitoring<br />
Meters<br />
Meter Groups<br />
Work<br />
<strong>Management</strong><br />
Job Plans<br />
Routes<br />
<strong>Service</strong> Requests<br />
<strong>Service</strong> Items<br />
Work Order Tracking<br />
Safety<br />
Quick Reporting<br />
Labor<br />
Qualifications<br />
Lock-Out/Tag-Out<br />
Tools /Crafts/Companies<br />
Preventive Maintenance<br />
Master PM<br />
Assignment Manager<br />
Materials<br />
<strong>Management</strong><br />
Item Master<br />
Storerooms<br />
Inventory<br />
Lot <strong>Management</strong><br />
Kitting<br />
Issues & Transfers<br />
Condition Codes<br />
Stocked Tools<br />
<strong>Service</strong> Items<br />
Procurement<br />
Request for Quotation<br />
Receiving<br />
Receiving Inspections<br />
Purchase Requisitions<br />
Invoices<br />
Purchase Orders<br />
Desktop Requisitions<br />
Enhanced Workflow – Event Driven, Context-based / Escalation Manager<br />
KPIs / Reporting / Analysis<br />
Security & Administration<br />
Contract<br />
<strong>Management</strong><br />
Purchase Contracts<br />
Master Contracts<br />
Warranty Contracts<br />
Lease/Rental Contracts<br />
Labor Rate Contracts<br />
Payment Schedules<br />
<strong>Service</strong><br />
<strong>Management</strong><br />
<strong>Service</strong> Catalogs<br />
SLA <strong>Management</strong><br />
Incidents<br />
Problems<br />
Changes<br />
Releases<br />
Solutions
Software<br />
<strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong> –<br />
Introduction to <strong>IBM</strong> Tivoli <strong>Service</strong> Request Manager<br />
(TSRM)<br />
© 2007 <strong>IBM</strong> Corporation
Software<br />
Every Business Needs a <strong>Service</strong> Desk<br />
Quality service support is critical for:<br />
Competitive advantage<br />
Customer retention and satisfaction<br />
Optimal service / system performance<br />
Aligning IT with the business<br />
Organizational efficiency<br />
Cost reduction, especially labor<br />
<strong>Service</strong> Level Agreements<br />
“41% of helpdesk users are on the fence if they are satisfied<br />
with overall support …areas like time to resolve requests,<br />
timeliness of status updates, and even help desk expertise<br />
could use improvement in users’ eyes.”<br />
Source: Forrester, Business Technographics® March<br />
2005 US Technology User Benchmark Study<br />
“Key to a successful service desk<br />
initiative is determining the IT<br />
support service requirement,<br />
understanding the demands of<br />
different processes (such as<br />
incident, problem, change, selfservice<br />
and inventory<br />
management), and reporting on<br />
the quality and efficiency of<br />
services delivered to the<br />
business.”<br />
David Coyle, Gartner
Software<br />
What does a <strong>Service</strong> Desk do?<br />
According to ITIL, organizations invest in a service desk to:<br />
Provide single point of contact for users<br />
Deliver the high quality support critical for achieving business goals<br />
Help identify and lower the cost of ownership for IT services as a whole<br />
To aid user retention and satisfaction<br />
Graphic: <strong>Service</strong> Desk<br />
Interactions (source: ITIL<br />
Books)
Software<br />
What does Tivoli <strong>Service</strong> Desk include?<br />
Tivoli Base <strong>Service</strong>s<br />
(KPI’s, Reporting, Security, Analysis, etc)<br />
<strong>Service</strong> Desk Applications<br />
Self <strong>Service</strong><br />
<strong>Service</strong> Request<br />
Incident<br />
Problem<br />
Ticket Templates<br />
Communication Templates<br />
Solutions<br />
Bulletin Board
Software<br />
<strong>Service</strong> Request <strong>Management</strong> = <strong>Service</strong> Desk + <strong>Service</strong> Catalogue<br />
Focus on:<br />
• IT <strong>Asset</strong>s and<br />
<strong>Service</strong>s<br />
• Resolving Problems<br />
1990’s<br />
IT IT Help Help Desk Desk<br />
Trouble Ticketing<br />
Focus on:<br />
• <strong>Service</strong> Delivery Process<br />
Improvement<br />
• Alignment of IT with the business,<br />
end-user satisfaction.<br />
• Complete integration of IT processes<br />
and to EAM<br />
2000<br />
IT IT <strong>Service</strong><br />
Desk Desk<br />
Incident, Problem<br />
Mgmt<br />
Today<br />
<strong>Service</strong><br />
Request<br />
Manager<br />
All <strong>Service</strong> Support,<br />
<strong>Service</strong> Delivery<br />
Focus on:<br />
• <strong>Service</strong> Catalog?<br />
• Password Reset?<br />
• Provisioning?<br />
• Automation?<br />
• Change and Config?<br />
• Knowledge Mgmt?<br />
• Etc…??
Software<br />
<strong>Service</strong> Catalog - Linking IT to its Customers and End Users<br />
<strong>Service</strong> Creation<br />
& Publishing<br />
<strong>Service</strong> Ordering<br />
“Shopping”<br />
<strong>Service</strong> Monitoring<br />
<strong>Service</strong> Order<br />
<strong>Management</strong><br />
<strong>Service</strong> Fulfillment
Software<br />
<strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong> –<br />
Introduction to <strong>IBM</strong> <strong>Asset</strong> and <strong>Service</strong> <strong>Management</strong><br />
Architecture<br />
© 2007 <strong>IBM</strong> Corporation
34<br />
Software<br />
<strong>IBM</strong> Maximo Enterprise Suite
Software<br />
On one Architecture = Maximo Enterprise Suite
36<br />
Software<br />
Maximo - High level system architecture<br />
�Visit www.ibm.com/itsm
37<br />
Software<br />
Architectural Overview<br />
Architected on J2EE platform<br />
Based on SOA standards – zero code stored on clients<br />
Logical separation of layers for flexible modifications of UI, Business Process<br />
and Business Logic<br />
Utilize tools and services of commercial implementations<br />
Scales from small, single-site deployments to large, multi-site global<br />
environments with seamless transitions between<br />
organizations/languages/currencies and time zones<br />
Supported Environments<br />
OS’ :HP UX 11i/11iv2, <strong>IBM</strong> AIX 5.2/5.3, Sun Solaris 9/10, MS Windows<br />
2000/2003, RedHat Linux 3 (Processors: 2 minimum/4 recommended,<br />
Memory: 4 GB per processor, Disk: 2 GB on top of Web Server)<br />
Application Servers: <strong>IBM</strong> WebSphere 6 (included), BEA WebLogic 8<br />
Databases: Oracle 9.2.0.6/10.2.0.2 Standard or Enterprise, MS SQL<br />
2000FP4/2005 Standard or Enterprise, DB2 (in 6.2.1 release)<br />
Actuate iServer Release 8 (Processors: 1 minimum/2 recommended, Memory:<br />
1 GB per processor)<br />
Web Browsers: IE 6.x, IE 7.x
38<br />
Software<br />
Powerful Integration Options<br />
Native, message based XML integration<br />
Compatible with current industry standards<br />
(OAG, WSI)<br />
Designed to fit centralized EAI strategy<br />
Exposed as Web <strong>Service</strong>s<br />
Out-of-the-box integration<br />
ERP- Oracle, SAP,<br />
E-Commerce – OCS<br />
User Interface Integration<br />
Portals
Software<br />
<strong>IBM</strong> Tivoli <strong>Service</strong> Desk<br />
Screenshots
Software<br />
Self <strong>Service</strong> Applications for <strong>Service</strong> Requests
Software<br />
Startcenter tailored to the role,<br />
and can be configured by end user
Software<br />
<strong>Service</strong> Desk screens for<br />
Incident <strong>Management</strong>
Software<br />
<strong>Management</strong> views with KPI’s
Software<br />
Easy creation of KPI’s, most SQL automatically created
Software<br />
Trending Analysis and comparing KPI’s
Software<br />
Defining your SLA’s definitions and commitments
Software<br />
Automated Escalations for Pro-active <strong>Service</strong> <strong>Management</strong>
Software<br />
Included reports for analysis<br />
Total 140 reports across ITSM, ITAM and EAM<br />
Automated Escalations for Pro-active <strong>Service</strong> <strong>Management</strong>
Software<br />
Use Drag/Drop to build your Workflow process
Software<br />
Configure your screens with<br />
Drag/Drop and field<br />
parameters, lookups etc.
51<br />
Software<br />
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