pulse2014 1035

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

Project Design Lessons Learned

Questions

ENMAX Corporation

Municipally owned, vertically integrated utility

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

ENMAX Generation Plan

Peaking

Wind Farms

Combined Heat & Power

Base Load

Distributed Generation

Expertise increases with design complexity

District Heating

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…

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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”.

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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

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”.

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)

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.

Maximo for IT – Content Packages

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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.

Maximo for IT – Advanced Workflow Designer

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The advanced workflow designer – provides easy identification of actions (the lightning bolts)

Maximo for IT: Self Service Centre

Maximo for IT – What does SCCD Offer ENMAX

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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.

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Self Service

It’s about the USER experience

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Self Service Centre

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Single interface allows:

View solutions Submit service requests Report issues View their assets View recent and previous service requests Be aware of important news

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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.

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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.

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Pods: Show all….

Sort or search for previous requests Fields are configurable Double-click to show details

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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

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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

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Navigator: Request a new Service

Quick navigation: user friendly hierarchies Browse the offerings you are authorized to see Image icons to provide meaningful information

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Navigator: Report an Issue

Ticket Templates (Quick Inserts): Gather information about user/issue

Pre-populate desired fields Assignment to owner/owner group

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Maximo for IT: Incident Management

Process

Request Fulfillment / Incident Management

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1 • Record

2 • Categorize and Prioritize

3 • “DO WORK” / Investigate and Diagnose

4 • Resolve

5 • Close

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

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What were our pain points?

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

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

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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

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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

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Start Centre

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Customize for various roles


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

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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

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Incident Ticket – Specifications

Questions that can help to troubleshoot the incident Specific to the ticket classification

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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.

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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.

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Search for Solution


Service Request – Working the Ticket Review the search results to determine if it is applicable

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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.


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 templates

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New Activity

More Details


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

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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

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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

Questions

Thank You

Daniel Do Team Lead – Applications – Business Services [email protected] Stephen Hume Enterprise Asset Management Specialist [email protected]

mailto:[email protected]

mailto:[email protected]