Maximo
for Information
Technology
IBM Smartcloud
Control Desk
(SCCD)
Maximo for IT
February 2014
Agenda
Enmax/Enmax IT/IS
ITIL
Challenges
SCCD Considerations/Challenges
Select Features
Self Service
Incident/Problem
Proj...
ENMAX Corporation
Municipally owned, vertically integrated utility
ENMAX Corporation (ENMAX)
 Vertically integrated utility: electricity, natural gas, renewable energy
 Providing Albertan...
ENMAX Generation Plan
Peaking
Wind Farms
Combined Heat
& Power
Base Load
Distributed
Generation
Expertise increases with d...
Enmax IT/IS
Recent Reorganization IT/IS decentralized
Enmax has 1854 internal employees.
Total internal technical organiza...
ITIL
 Information Technology Infrastructure Library
 A Framework of best practices on how to run IT services. Typically ...
8
ITIL continued
 Suite
 Service Request Management
 Service Desk
 Service Catalog
 Change Management
 Configuration...
ITIL continued
 How does this relate to Maximo?
 Leverages and expands on Maximo existing functionality.
 Developed by ...
10
11
Maximo for IT – Decisions
 Decisions
 Delivery Options: Traditional install, VM Option, SaaS, Outsource
 Package: SCCD ...
Maximo for IT – Technical Challenges
 Issues
 Installation of optional content packages
 The “How” is provided through ...
Maximo for IT – Content Packages
14
We have a choice of content packages which provide us with pre-configured
start center...
Maximo for IT – Advanced Workflow Designer
15
The advanced workflow designer – provides easy identification of actions
(th...
Maximo for IT:
Self Service
Centre
Maximo for IT – What does SCCD Offer ENMAX
17
Self Service Center
Customer facing view,
Users can search for
Solutions bef...
18
Self Service
It’s about the USER experience
19
Self Service Centre
19
Single interface allows:
View solutions
Submit service requests
Report issues
View their assets
...
20
Self Service Centre: User Satisfaction
Create a more satisfied user by allowing them to:
Address their needs immediatel...
21
Self Service Centre Overview
Pods
Small portlets to:
View Information
Initiate some
requests
(Communicate:
Planned or u...
Pods: Show all….
Sort or search for previous requests
Fields are configurable
Double-click to show details
22
Navigator: Browse Solutions
User friendly search: Enter key words
Get self-help in lieu of opening a ticket or calling
Ser...
Navigator: Browse Solutions
View Solution:
Symptom
Cause
Resolution
Did the solution help?
If the user selects Yes, a
serv...
Navigator: Request a new Service
Quick navigation: user friendly hierarchies
Browse the offerings you are authorized to se...
Navigator: Report an Issue
Ticket Templates (Quick Inserts):
Gather information about
user/issue
Pre-populate desired fiel...
Maximo for IT:
Incident
Management
Process
Request Fulfillment / Incident Management
28
1
• Record
2
• Categorize and Prioritize
3
• “DO WORK” / Investigate ...
Current Technology
Current Request tool
Two different User interfaces, limited web and full thick client
Lack of easily ac...
Maximo: Request Fulfillment
Purpose:
Manage all Service Requests from the users.
Objectives:
Provide a channel for users t...
Maximo: Incident Management
Purpose:
Restore normal service operation as quickly as possible and minimize
adverse impact o...
Maximo: Features and Benefits
Workflow
Ability to automate the progression of tickets
Ticket Templates
Create templates fo...
Maximo: Features and Benefits
Solutions Database
An opportunity to create a wealth of knowledge
Available not only for IT/...
Maximo: Request Fulfillment
Start Centre
34
Customize for various roles
Maximo: Incident Management
What’s Going On?
Quick view of:
Upcoming scheduled outages
Gobal incidents
Known problems
Rece...
Maximo: Request Fulfillment
Personal Work Queues:
Contains tickets that are assigned directly to an individual
Priority is...
Maximo: Incident Management
Incident Ticket – Specifications
Questions that can help to troubleshoot the incident
Specific...
Maximo: Incident Management
Incident Ticket – SLAs
SLA’s will be applied to the ticket upon logging
We will create separat...
Maximo: Request Fulfillment
Service Request – Working the Ticket
On the Solution Details tab, search the Solutions Databas...
Maximo: Request Fulfillment
Service Request – Working the Ticket
Review the search results to determine if it is applicabl...
Maximo: Request Fulfillment
Service Request – Working the Ticket
Activities
Maintain ownership of the ticket and create ta...
Project Design Lessons Learned
What Worked
Technical training on SCCD for the business to
understand the product before de...
Project Design Lessons Learned
What Didn’t Work
Tight schedule, conflicting priorities on project
and operations (no backf...
Maximo COE – Projects and Support
 Enmax we have a unique team structure
 Functional Support
 Technical Support
 Contr...
Questions
Thank You
Daniel Do
Team Lead – Applications – Business Services
ddo@enmax.com
Stephen Hume
Enterprise Asset Management Sp...
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Pulse2014 1035

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Pulse2014 1035

  1. 1. Maximo for Information Technology IBM Smartcloud Control Desk (SCCD) Maximo for IT February 2014
  2. 2. Agenda Enmax/Enmax IT/IS ITIL Challenges SCCD Considerations/Challenges Select Features Self Service Incident/Problem Project Design Lessons Learned Questions
  3. 3. ENMAX Corporation Municipally owned, vertically integrated utility
  4. 4. ENMAX Corporation (ENMAX)  Vertically integrated utility: electricity, natural gas, renewable energy  Providing Albertans with electricity for over 100 years  More than 697,000 customer sites throughout Alberta  Wholly owned subsidiary of The City of Calgary  Core operations include: electricity generation, transmission and distribution and sale of electricity, natural gas and renewable energy products to residential and commercial customers in Alberta  Generation Assets: Wind, Natural Gas, District Energy
  5. 5. ENMAX Generation Plan Peaking Wind Farms Combined Heat & Power Base Load Distributed Generation Expertise increases with design complexity District Heating
  6. 6. Enmax IT/IS Recent Reorganization IT/IS decentralized Enmax has 1854 internal employees. Total internal technical organization 168 employees IT – 85 ISPM – 10 IS Corporate – 16 IS Regulated – 28 IS Competitive – 11 IS SAP Retail – 18 Roles such as Service Desk, Deskside, Server Storage, Network & Security, Database, Programmers, Software Support, Business Analysis, Architecture, Project Management etc… 6
  7. 7. ITIL  Information Technology Infrastructure Library  A Framework of best practices on how to run IT services. Typically for large corporations.  Goal: To align activities of an IT Service Provider with the needs of the business.  Developed in the UK. Evolved since the 1980’s. Accepted globally.  Processes, procedures, tasks (What).  Describes the “What”, but not the “How”.
  8. 8. 8 ITIL continued  Suite  Service Request Management  Service Desk  Service Catalog  Change Management  Configuration Management  Release Management  IT Asset Management  Procurement Management  License Management  Knowledge Management
  9. 9. ITIL continued  How does this relate to Maximo?  Leverages and expands on Maximo existing functionality.  Developed by IBM in conjunction with real-world clients.  Flexibility, workflow, Reports.  Maximo SCCD is the manifestation of the “How”.
  10. 10. 10
  11. 11. 11
  12. 12. Maximo for IT – Decisions  Decisions  Delivery Options: Traditional install, VM Option, SaaS, Outsource  Package: SCCD Entry Edition (Inexpensive, Simple), Full Suite, Service Provider (multiple clients)  Central install vs. Stand-alone instance  Customize vs. Out-of-the-box  Project scope – What do we want to include now? Priority? Phases.  Project Organization (Covered under slide of Maximo Center of Excellence)
  13. 13. Maximo for IT – Technical Challenges  Issues  Installation of optional content packages  The “How” is provided through content packages which give you the baseline workflow and process for Service Desk, etc.  Designed to install into DB2. Working with IBM to convert to Oracle install.  Tweaks and attempts to work in a unified environment. Changed for Stand-alone instance.  Translating ideas into working solutions.  Mitigated by experimentation, comparison, some fixes by IBM. All resolved.  Don’t have all the content we need yet. This puts pressure on timetable.
  14. 14. Maximo for IT – Content Packages 14 We have a choice of content packages which provide us with pre-configured start centers, work queues, workflows, process specific content. This brings our design time down from months to weeks on the project.
  15. 15. Maximo for IT – Advanced Workflow Designer 15 The advanced workflow designer – provides easy identification of actions (the lightning bolts)
  16. 16. Maximo for IT: Self Service Centre
  17. 17. Maximo for IT – What does SCCD Offer ENMAX 17 Self Service Center Customer facing view, Users can search for Solutions before calling the Service Desk. They can create their own incident tickets (SRs) and have full visibility into SRs they have created in the past.
  18. 18. 18 Self Service It’s about the USER experience
  19. 19. 19 Self Service Centre 19 Single interface allows: View solutions Submit service requests Report issues View their assets View recent and previous service requests Be aware of important news
  20. 20. 20 Self Service Centre: User Satisfaction Create a more satisfied user by allowing them to: Address their needs immediately. Ability to submit service requests whenever they want. Address their issues. Reference a knowledge base to resolve an issue by following the documented steps. Stay updated and informed on the status of their requests and issues. Improved IT/IS transparency.
  21. 21. 21 Self Service Centre Overview Pods Small portlets to: View Information Initiate some requests (Communicate: Planned or unplanned outages Important information about critical problems To everyone or specified person groups Status of service requests ) Chat Functionality… …to enable new service delivery requirements in the future. 21
  22. 22. Pods: Show all…. Sort or search for previous requests Fields are configurable Double-click to show details 22
  23. 23. Navigator: Browse Solutions User friendly search: Enter key words Get self-help in lieu of opening a ticket or calling Service Desk Image icons to provide meaningful information Solution 23
  24. 24. Navigator: Browse Solutions View Solution: Symptom Cause Resolution Did the solution help? If the user selects Yes, a service request is created and automatically closed 24
  25. 25. Navigator: Request a new Service Quick navigation: user friendly hierarchies Browse the offerings you are authorized to see Image icons to provide meaningful information 25
  26. 26. Navigator: Report an Issue Ticket Templates (Quick Inserts): Gather information about user/issue Pre-populate desired fields Assignment to owner/owner group 26
  27. 27. Maximo for IT: Incident Management
  28. 28. Process Request Fulfillment / Incident Management 28 1 • Record 2 • Categorize and Prioritize 3 • “DO WORK” / Investigate and Diagnose 4 • Resolve 5 • Close
  29. 29. Current Technology Current Request tool Two different User interfaces, limited web and full thick client Lack of easily accessible knowledge Escalations / breach Definitely room for improvement 29 What were our pain points?
  30. 30. Maximo: Request Fulfillment Purpose: Manage all Service Requests from the users. Objectives: Provide a channel for users to request and receive standard services Provide information to users about services and how to obtain them Assist with general information Benefits of Maximo: Start Centre: 2nd Level Support – one page glance at all of your work Leads / Mgrs – one page glance of your relevant KPI’s Knowledge that is accessible by the Service Desk Built-in workflow to route tickets Follows best practice where all tickets start as a service request and trigger incidents as required. 30
  31. 31. Maximo: Incident Management Purpose: Restore normal service operation as quickly as possible and minimize adverse impact on the business. Objectives: Standardized methods and procedures Increase visibility and communication to the end user Decrease end user downtime by resolving at first contact Benefits of Maximo: Start Centre: 2nd Level Support – one page glance at all of your work Leads / Mgrs – one page glance of your relevant KPI’s Knowledge that is accessible by the Service Desk Built-in workflow to route tickets appropriately Follows best practice where all incident tickets are triggers from an initial service request 31
  32. 32. Maximo: Features and Benefits Workflow Ability to automate the progression of tickets Ticket Templates Create templates for frequent incidents / service requests Can be automated through the use of workflow Job Plans Can create an entire process workflow including concurrent and sequential tasks for multiple teams Can be automated through the use of workflow Ticket Relationships: When an Incidents are updated, those updates are also applied to the original Service Request Allows the user to see all updates via the Self Service Centre 32
  33. 33. Maximo: Features and Benefits Solutions Database An opportunity to create a wealth of knowledge Available not only for IT/IS but also the end user (if appropriate) Assist the Service Desk to increase the number of users they are able to help on first contact allowing 2nd level support to focus on other tasks Workflow can be used to notify: New knowledge has been created and needs to be reviewed Knowledge is ready for review to ensure it stays up-to-date 33
  34. 34. Maximo: Request Fulfillment Start Centre 34 Customize for various roles
  35. 35. Maximo: Incident Management What’s Going On? Quick view of: Upcoming scheduled outages Gobal incidents Known problems Recent changes Easily determine what may have an impact on your work 35
  36. 36. Maximo: Request Fulfillment Personal Work Queues: Contains tickets that are assigned directly to an individual Priority is easily determined (internal priority matrix) Ability to filter on any of the fields listed 36
  37. 37. Maximo: Incident Management Incident Ticket – Specifications Questions that can help to troubleshoot the incident Specific to the ticket classification 37
  38. 38. Maximo: Incident Management Incident Ticket – SLAs SLA’s will be applied to the ticket upon logging We will create separate SLA’s that match our currently supported hours: Monday to Friday 8am – 5pm Monday to Saturday 7am – 11pm 24 X 7 We will have the ability to create separate SLA’s for incidents and service requests. You will be able to place the ticket in SLA hold when required. 38
  39. 39. Maximo: Request Fulfillment Service Request – Working the Ticket On the Solution Details tab, search the Solutions Database to help you determine how to fulfill the users request The Solutions Database will be populated with information from all areas of IT / IS. The more knowledge we have, the faster and more efficiently we can provide service to the user. 39 Search for Solution
  40. 40. Maximo: Request Fulfillment Service Request – Working the Ticket Review the search results to determine if it is applicable 40 If you determine that the solution is appropriate, click on the “Use Solution” button. The solution details in your service request will auto- populate with the information If a solution is not available, populate the fields before resolving the ticket so that new knowledge can be created.
  41. 41. Maximo: Request Fulfillment Service Request – Working the Ticket Activities Maintain ownership of the ticket and create tasks to other teams Enter the details Select an owner (person or team) May be automated using workflow and ticket templates41 New Activity More Details
  42. 42. Project Design Lessons Learned What Worked Technical training on SCCD for the business to understand the product before design Targeted Contractor engagement Stakeholder walkthroughs good exposure to benefits. Constantly internally sell the product. Design attendance was good. SME presentations solid Business owner, business lead, PM were very visible, supportive and interested Internal team very knowlegible on Maximo 42
  43. 43. Project Design Lessons Learned What Didn’t Work Tight schedule, conflicting priorities on project and operations (no backfill) Too many huddles Project Management document templates did not exists. PM practice in infancy. Worked in silos, no interactions Product was not fully mature (IBM) Schedule slip, major design change to standalone instance 43
  44. 44. Maximo COE – Projects and Support  Enmax we have a unique team structure  Functional Support  Technical Support  Contractor Supplement  Ability to Utilize targeted expertise for short engagements.  Required Full Transition and Solution Build guide for Internal expertise and support.  Projects such as Maximo architecture recluster and Maximo 7.5.0.4 upgrade .  Internal Operational  Ready-when-it’s ready  Flexibility to reprioritize  Concentrate on quality
  45. 45. Questions
  46. 46. Thank You Daniel Do Team Lead – Applications – Business Services ddo@enmax.com Stephen Hume Enterprise Asset Management Specialist shume@enmax.com

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