Maximo provides service desk functions with the Service Request (SR) application, an SR is a type of ticket. The SR is classified and this is used to provide additional questions related to the type of service being requested. The service request can spawn one or more work orders which are handled in the Work Order Tracking application and there are multiple options for how a work order is created from the SR. Incidents are often handled in the SR application, although clients who use the HSE add-on will also be entitled to use the ITIL based Incident and Problem applications. Tickets and work orders can be related to each other. Tickets can also be deemed global, for example several people call-in to report that lights have gone out in an area.

Maximo provides service desk functions with the Service Request (SR) application, an SR is a type of ticket. The SR is classified and this is used to provide additional questions related to the type of service being requested. The service request can spawn one or more work orders which are handled in the Work Order Tracking application and there are multiple options for how a work order is created from the SR. Incidents are often handled in the SR application, although clients who use the HSE add-on will also be entitled to use the ITIL based Incident and Problem applications. Tickets and work orders can be related to each other. Tickets can also be deemed global, for example several people call-in to report that lights have gone out in an area.

SRs can be reported from a self-service application available to all users or integrated into the company portal. Maximo also has an email listener which would allow requests to be raised by email and automatically transferred to create an SR. Common service requests and incidents can be better supported through a ticket template which should reduce the processing time of a service request by at least 50%. These common requests can be made available to users to make the creation of a service request as painless as possible.

Complex requests may have multiple activities where those activities can be defined to run serially or in parallel. Ownership at group and individual level is tracked for both the SR and the activities. A user can always see the work they need to respond to whether tickets, activities or work orders through the Work View application and this is where work queues are defined.

Service Level Agreements (SLA) can be applied to the ticket, work order or activity. This calculates target dates for each record based on the commitment. SLAs are monitored through an escalation which can raise a notification if an SLA breach is approaching. The performance of an SLA can also be monitored over time using a Key Performance Indicator (KPI). SLAs can be applied to many types of record, not just those commitments which will result in the calculation of a target date.

Service Management extends across both tickets and work orders. Email communications can be generated to keep the originator and other stakeholders abreast of the service request or incident. Log notes added to a work order will be visible from the originating ticket and can be made visible to the originator of the service request. Status changes on follow-up work can update the status on the originating ticket. Tickets and work order records have similar functionality and are closely tied.

A solution is where a knowledge base would be established and are searchable by all Maximo users. Solutions can be applied to Incidents, Problems and also Condition Reports.

The Nuclear Industry Solution leverages the service management functionality for condition reports and corrective actions.

  • The Create Condition Report is a self service application available to all users.
  • The Condition Report application has similar capability to the Service Request application except it may be used by a much wider set of users depending on the type of condition report that was raised. Workflow directs the condition report to the correct team for analysis.
  • If the condition report requires corrective action then a work order is raised and corrective action control placed on it.