Q1 – How many levels are there in the Service Group hierarchy?

• A – 1
• B – 2
• C – 3
• D – 4

Answer – B

There are two levels Service Groups (level 1) and the Service Codes that belong to the Service Group (level 2).

Q2 – What are the two main reason for using Service Groups and Codes?

• A – They are mandatory fields when creating a service item
• B – They appear on Service Item lookups
• C – They are used to find similar tickets and work orders
• D – ITIL requires you to use them
• E – They are used to analyse Service Management performance

Answer – C, E

• C – You can relate tickets and work orders based on other records having the same Service Group or Service Code.
• E – They are the foundation for reporting on Service Management performance.

They are not related to Service Items, but they are stored in the COMMODITIES table, and a Commodity Group and Code is referenced on a Service Item.

If you are following ITIL (IT Information Library) processes for Service Management you would build a Service Catalog, a two level service hierarchy. It is not required. In asset and maintenance, a use of Service Groups/Codes would be to reference asset types and their systems.

Q3 – What object level are Service Groups and Codes defined at?

• A – System
• B – Item Set
• C – Organization
• D – SiteA structural element of a Maximo database that is used for data separation. More

Answer – B

Service Groups and Service Codes are defined against an Item Set and are shared across the OrganizationsA structural element of a Maximo database which is used for data sharing. More belonging to the Item Set.

This might be know if you are aware of where Service Groups are stored. The Item Set is not displayed in the Service Groups application, but you will find it referenced in the Where clause.

Q4 – What is the standard field type and width of Service Groups and Service Codes?

• A – UPPER 6
• B – UPPER 8
• C – UPPER 10
• D – UPPER 12
• E – INTEGER

Answer – B

Service Groups and Service Codes are defined as UPPER 8 in Maximo they are stored in the COMMODITIES table. Commodity codes may be defined based on the standard UNSPSC (United Nations Standard Products and Services Codes) which are 8 digits at the 4th level.

As Commodity Codes and Service Codes share the same unique index it is best to use up to 8 characters for Service Groups/Codes leaving numeric codes for commodities.

Q5 – What is the reason for a Service Code not having the same value as an existing Service Group?

Answer 

Service Groups and Service Codes share the same table COMMODITIES and share the same unique index COMMODITY, ITEMSETID.

Q6 – What are the two valid Service Types for a Service Group and Service Code?

• A – PROVIDE
• B – SERVICE
• C – PROCURE
• D – BOTH
• E – SRVMGMT

Answer – A and D

There are three Service Types, PROCURE, PROVIDE and BOTH. Service Groups and Service Codes default to PROVIDE, but if you wish to also use these codes on Service Items in procurement you would change to BOTH.

There is an ISSERVICE attribute which would be used by Service Items to be procured. SRVMGMT – Service Management is a reason for using Service Groups/Codes.

Q7 – True or False. The Service Group and Service Code may have a Contact Group or Contact, but this is not available to Commodity Groups and Commodity Codes.

Answer – True

You can enter either a Contact Group or a Contact on a Service Group or Service Code, the two fields are mutually exclusive. They are the Service Managers.

While Commodity Groups/Codes share the same table with Service Groups/Codes the Contact Group and Contact fields are not available to them out of the box.

Q8 – In which two applications would you find the Associate Services action?

• A – Asset Templates
• B – Assets
• C – Locations
• D – Configuration Items
• E – Service Level Agreements

Answer – B and C

You can associate multiple Service Groups and Service Codes with an Asset or a LocationA physical place where assets exist and where work can be performed. More.

It would make some sense to have an Associate Services action on an Asset TemplateA template for generating and updating similar assets. More, but it is not available.

Service Groups and Service Codes can be referenced on a Configuration Item and Service Level Agreement, but there is no action Associate Services.

Q9 – What type of record will not be found in the Related Records action in the Service Groups application?

• A – Asset Types
• B – Collection
• C – Service Requests
• D – Work Orders
• E – Contracts

Answer – B

Service Groups and Codes can be related to Ticket and Work Orders (all classes), Assets, Locations, Asset Types, Service Level Agreements, Contracts and Configurations Items, but not Collections.

Q10 – True or False?

You can relate a work order to different classes of ticket or work order using the referenced Service Group or Service Code?

Answer – True

If the Service Group or Service on a work order has a value, the detail menu will show the actions View Related Records for Service Group, or View Related Records for Service. The dialogs have several tabs, and on the Tickets and Work Orders tab there is a table action – Relate Records.