Learn about Service Groups where they are used across Maximo and how they can be used to relate similar Service Requests (tickets).

Learn how a Ticket Template can be used to default fields for a Service Request. We start with an introduction to Tickets and finish with how the Service Request Work Center or Maximo Mobile Service Request is linked to a Ticket Template.

Learn why we use a Service Request and the process for creating a new Service Request.

Learn about the statuses on the ticket-based applications and how they can inherit their status from other tickets or work orders.

Learn about ticket ownership, the start/stop timer and costs associated with tickets.

Learn about the Work View application, why it was created, where it is used and how it can improve the performance of your Maximo system.

Learn how to create a ticket that applies to multiple assets, locations, or configuration items, and what happens when you wish to create work orders.

Learn about the different types of relationships between tickets and/or work orders and what happens when you declare a global issue.

Learn about the work log and communication log and how the records become visible across tickets and work orders.

Learn about creating and applying solutions, your knowledge base records.

Learn about the basics of Service Level Agreements (SLAs) in Maximo. This is an introduction, and it should be understood before attempting Applying SLAs or Monitoring SLAs.

Learn about the filter criteria for a Service Level Agreement (SLA) and the matching process when the SLA is applied and what happens if multiple SLAs are a match.

Learn how to monitor Service Level Agreements (SLAs) by applying Escalations or associating Key Performance Indicators (KPIs).