This section on Service Management covers the applications in the Service Desk and Service Level modules. Much of this chapter will be relevant to Work Management; Service Groups, Ticket Ownership, Work View, Related Records, Work Log and Communication Log, and the three episodes on Service Level Agreements are all applicable.
Note. I’ve got two more to write on Activities and Tasks, and the Self-Service SR applications.
- Service GroupsLearn about Service Groups where they are used across Maximo and how they can be used to relate similar Service Requests (tickets).
- Ticket TemplatesLearn 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.
- Service RequestsLearn why we use a Service Request and the process for creating a new Service Request.
- Ticket Status and Status InheritanceLearn about the statuses on the ticket-based applications and how they can inherit their status from other tickets or work orders.
- Ticket Ownership and Time TrackingLearn about ticket ownership, the start/stop timer and costs associated with tickets.
- Work ViewLearn about the Work View application, why it was created, where it is used and how it can improve the performance of your Maximo system.
- Service Requests with Multiple Assets/LocationsLearn how to create a ticket that applies to multiple assets, locations, or configuration items, and what happens when you wish to create work orders.
- Global Issues and Related RecordsLearn about the different types of relationships between tickets and/or work orders and what happens when you declare a global issue.
- Work Log and Communication LogLearn about the work log and communication log and how the records become visible across tickets and work orders.
- SolutionsLearn about creating and applying solutions, your knowledge base records.
- Configuring Service Level AgreementsLearn 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.
- Applying Service Level AgreementsLearn 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.
- Monitoring Service Level AgreementsLearn how to monitor Service Level Agreements (SLAs) by applying Escalations or associating Key Performance Indicators (KPIs).