For asset-intensive organizations, mobility continues to drive significant productivity gains, improve worker effectiveness and safety, and eliminate errors by capturing data directly from the work source. Visit our web site to learn how enterprise asset management can help you transform your maintenance and asset management practices using IoT data, weather data and powerful, cognitive analytics. https://www.ibm.com/us-en/marketplace/maximo

1. Maximo
Field Service Management
Rahul Desai - Offering Manager
Lisa Stuckless - Offering Manager
Lori Pilgrim - Design Architect
Vikul Banta - Offering Manager

2. Please Note
IBM’s statements regarding its plans, directions, and intent
are subject to change or withdrawal without notice at IBM’s
sole discretion.
Information regarding potential future products is intended to outline our general product direction and it should not be
relied on in making a purchasing decision.
The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver
any material, code or functionality. Information about potential future products may not be incorporated into any contract.
The development, release, and timing of any future features
or functionality described for our products remains at our sole discretion.
Performance is based on measurements and projections
using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will
experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in
the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no
assurance can be given that an individual user will achieve results similar to those stated here.

3. Ability to optimally plan and dispatch field resources and their properly stocked vehicles to a geographic
location in a timely manner in order to deliver against their service commitments.
Field Service Management
Includes elements of:
 Demand Management - to help forecast work orders in order to plan the number of staff
that will be needed
 Scheduling - using predefined rules to optimize the schedule and use of resources
(labor, tools, vehicles)
 Dispatching - assigning work orders within predefined zones to particular technicians
 Mobile solutions - allowing dispatchers and technicians to communicate in real-time
 Commitment – keeping customer commitments and managing service level agreements

4. Goal of FSM solution
 Making and keeping customer commitments.
 Responding quickly to emergency situations.
 Providing technicians easy access to the information they need.
 Increase first time fix rate.
 Reducing travel and waiting time.
 Increase Jobs completed per day and capacity used.

5. Overlap between EAM and FSM
Enterprise Asset Management Field Service Management
Asset/Location Definition
Procurement
Inventory Control
Work Management
Appointment BookingMaps/GPS
GIS
Dispatching
Resource Management
Scheduling of
Work
Location Based
Services
Resource & Route
Optimization
Connected and
Offline Mobile Access
Industry Solutions
Forecasting
Contract Management
Billing/Invoicing
Customer Commitments
& Service Level Agreement
Field Service Management - Ability to optimally plan and dispatch field resources and their properly stocked vehicles to a geographic
location in a timely manner in order to deliver against their service commitments.

6. Field Service Management Work Flow

7. Field Service Management with Maximo
Scheduler/Scheduler Plus
• Forecast and schedule work
• Incorporate weather data
• Optimization of work via resource
leveling or capacity planning
• Plan and schedule appointments
Planning of Work
Maximo
Asset
Management
Service
Provider
Assignment of WorkMapping of Work
Completion of Work
Scheduler/Scheduler Plus
• Optimize resource assignment
based on geolocation, craft, skill,
weather
• Monitor work and adjust based on
real-time field progress
Spatial/Anywhere/Plus
• Optimization of work route on
an Esri/Google/Bing map along
with turn-by turn directions
displayed on a mobile device
• Incorporate real-time traffic
Anywhere
• Technician receives work
orders in the field
• Provides real-time status
updates to dispatcher and the
back-office

8. Maximo Scheduler Plus
Ability to plan, schedule, dispatch and track all work.
• Embedded engine delivers objective based optimization models.
• Scenario based work planning.
• Graphical crew management capabilities.
• Optimized spatial scheduling for reduced crew windshield time.
• Ability to make customer appointments within a scheduled window.
• Managing large projects with dependencies across work orders and
tasks.
• Incorporate weather data into planning/scheduling and dispatching.
Allows planners and schedulers to view upcoming work graphically,
compare the required resources against those available, and adjust
accordingly. Dispatchers can use maps to graphically monitor field
technicians, work in progress, and status. Field technicians can
receive work and provide real time status updates to the dispatcher.

9. Appointment Booking
1. Customer Service Rep answers
a call from a customer and
finds them in Maximo by
Location or Service Address
2. Selects the Appointment Book
based on the type of request
(View existing Appointments
and other work orders for this
location)
3. Selects a Job Plan
4. Right click on the customers
choice of day and appointment
window to schedule an
appointment

10. Scheduling
• View work in a time based
Gant View
• View Resource Availability
and Work Load
• Goals
– balance work with resource’s
available
– Complete work by deadline
– Plan only 80% of resources
• Manually drag and drop work
to the different shifts/date
• Optimization
– Resource Level
– Capacity Plan
Work LoadResource Availability

11. Assignment
Indicated matches for selected work
– Darker color - exact match
– Lighter color - higher ranked skill level
– Finds resource with secondary craft
Validate on
Craft/Skill
Multi craft
indications
Double
booked
Manually Drag and Drop work
to labor or crew
Optimization does the work for
you

12. Dispatching – Spatially Optimized
• Spatial Optimization minimizes travel time
for labor and crews
• View location of labor/crews and
unscheduled work
• Complete all work in one location at same
time where possible

13. Maximo Anywhere
Broadening the scope of asset information provided to
the mobile user to enable sound decision making.
• Seamless connected and disconnected support
• Role and Task Based Applications ~ 15 Apps
• Perform work, asset and inventory process
• Works Across iOS, Android, Windows Tablet
• Camera / Barcode support
• QR Code / RFID support
• Voice to Text / E-Signature / Real Signature
• GPS Support
• Offline and Online Mapping
• Push Notification
Improving the efficiency of the field technician with mobility.

14. 14
Task Based Ready Apps
Work
Management
Work Execution
Inspection
Approval
Service Request
Inventory
Management
Physical Count
Issue & Returns
Transfer & Receiving
Asset Management
Asset Data Manager
Asset Audit
Industry Solutions
Work Exec for
Calibration
Incident Reporter (O&G,
HSE)
Work Exec for Complex
Assets (ACM/ Aviation)
E Flight Log Book
(Aviation/ACM)
Operator Rounds
(Nuclear)
Maximo Based Anywhere Administration Application

15. Work Execution App
Work
List
Picture
Attachments
Work
Details
Actuals
Bar
Code

16. Work Execution App - Map
Map
View of
Work
Offline
Maps

17. Maximo Spatial Asset Management
• View assets on a map to analyze, interpret and visualize data to
understand thoroughly the relationships, trend and patterns for
better decision making.
• Reduce costs and increase efficiency by optimizing routes and
maintenance schedules based on location.
Layer complex data to drive better decision making.
Utilizing the latest ESRI ArcGIS technology, Maximo
Spatial provides geospatial context for analyzing and
understanding work and assets.

18. Maximo Service Provider
Improve Billing and Service Level management for more effective service delivery.
• Provide more visibility to SLA Breaches and automation to bill
external labor or customer based on breached commitment.
• Provide customer with access to estimated bill for review and
approval through self-service app.
• Automation to streamline the project milestone billing process.
• Usability improvements that simplify billing and maintaining
customer agreements
Suite of applications that manage customer agreements,
service delivery, customer billing, and supplier contracts.
Supports service as a business and meets the needs of clients
who manage assets and services for customers, as a business,
or clients who manage assets and services within an enterprise
and bills internally for those services.

19. Field Service Management Use Case
Scheduler:
• Schedule and optimize plan work.
• Assign the work via manual method or using optimization.
• Create work routes and dispatch the work to the field technicians.
Mobility:
• Technicians receive the work along with where work is located on a map.
• Technician completes the work and moves onto next Work Order.
• GPS coordinates are sent back to Maximo to monitor technicians location throughout the day.
Scheduler:
• Monitor work through out the day via the dispatching tab in Scheduler.

20. Track Work Progress During the Day
• Map markers can indicate the Status,
Priority or work type

21. Benefits of using Maximo for Field Service Management
Optimize your
maintenance and
service scheduling
practices, by combining
real-time weather, traffic
and asset data to more
efficiently plan how
people and resources
are being used.
FSM offers a mobile
platform that will give
field techs instant access
to critical data, even if
they lose connectivity.
Techs can manage the
execution of work,
including the submitting
of actuals, creating
follow-up work.
Streamline the travel
route to save wasted time
and reduce fuel costs.
With FSM you can now
visualize the spatial
relationship among
managed assets and
other mapped features,
such as roads, buildings
and pipelines, giving you
better visibility.
Smart Scheduling
& Demand
Management
Brings together intelligent scheduling, dispatching and mobility
all on a single, integrated platform.
More Efficient
Mobile Work
Dynamic
Dispatching &
Work
Assignments
Work Mapping &
Asset
Visualization
FSM optimizes
resource assignment
based on location,
craft/skill and weather,
allowing dispatchers to
monitor work and
adjust scheduling and
dispatching based on
real-time progress.

22. Bringing Innovation to FSM – Weather Integration
22
For a planned cell tower maintenance, high wind and storm
conditions should be avoided when possible. Lightning must be
strictly avoided. Having the visibility into weather conditions in
advance enables safer, more efficient operations
Incorporating the weather forecast into appointment booking
helps avoid cancelations and/or reschedules thereby leading to
higher customer satisfaction as well as lower operational cost
Weather alerts and notifications enable Dispatchers to ensure
crew safety and optimally utilize resources based on real-time
field progress

23. 23
Future Innovations in FSM…
AR and
Wearables
Visual Image
Recognition
Cognitive
Expert
Advisors
Notice: IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a
purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The
development, release, and timing of any future features or functionality described for our products remains at our sole discretion.

24. Questions? …