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Maximo ITSM Product Suite

Francois Marais

What do we mean by Maximo Service & IT Asset Management (ITSM)?

• Traditional Maximo Service desk (ITSM)
– NOW! Tivoli Service Request Manager


• Maximo IT Asset Management
– NOW! Tivoli Asset Management for IT Add On:
– – – – Change Management Service Level Management Contract & Procurement Management Auto Discovery of Configuration Items (CI’s) • NEW! CCMDB


Maximo – A Unified Platform to align IT with the Business Goals

Agreement Metrics Measurement Alignment Commitments

Business Goals

Maximo enables IT organizations to manage, on a unified platform, the critical IT business processes require to deliver the services at the appropriate cost

Key Differentiators of TSRM &TAMIT
Configuration Mgmt
Robust configuration hierarchy
Components and sub-assemblies

Service Catalog
A clearly defined catalog of Services Can associate and view associated
Assets, Tickets, Changes, SLA’s

Item Masters with specifications Acceptable alternates

A foundation of the ITIL framework

Executive Dashboards
Native KPI graphs and KPI lists Graphical results lists Can “drill” into graphics for underlying data and histograms Situational awareness
Delivers proper information to the right person, the way they need to see it

Business Oriented Approach
Resource Mgmt, Scheduling, and Costing data are core elements Ability to tie expenses to a GL Account Purchasing & Receiving included & integrated Robust Contract Mgmt

Key Differentiators of TSRM & TAMIT
Built on J2EE Standards SOA and Web Services for interfaces HTML for user interface XML for messages and configurations

Maximo Enterprise Adapter (MEA)
Product Integrations to multiple ERP versions Standards based integration framework E-mail based integrations for rapid assimilation to Network Management Systems and other IT infrastructure tools Out of the box adapters to leading auto discovery tools

Maximo Fusion

Business Process Mgmt
Graphical Workflow & Escalation Design Custom Business Rules Support for process standardization with variation and revisioning.

Unified Platform
Complete IT Service Management Solution Only system with the ability to draw a circle around ALL your assets and connect them through a unique service management approach

Maximo ITIL Compliance

Service Request Incident Problem Change Release Configuration

Work Log Communications

Incidents Problems Global Issue Know Errors Failure Reporting Solutions

Changes Job Plans

Releases Dependency Projects

CI’s Relationships Item Master Systems


Self Service
“Access to solutions for quick identification of possible resolutions before requesting service”
• Overlying principle…help the requester help themselves thereby raising the level of service provided to the customer – – – – • Submit SR Review and add to existing SR’s Search Solutions for self help Single point of contact and reference with the Service Providers

Activities – Search Solutions / FAQ and request service – Status and updates via email

Interacts with – Incident and Change Management (underpinned by SLA)

Incident Management
“Restore Service As Quickly As Possible”
• Easily capture and classify issues with a consistent process to – Promote and resolve new tickets (investigation/diagnosis) – Process incident for all IT resources with common or critical impacts to resolve deviation from expected behavior (business service impact) Activities – View New Incidents – Work View – Quick Entry – auto-fill, templates – Time tracking / Promotion & Relation of tickets – Easily Accessible and Configuration • Communication Templates • Interactive Workflow Interaction with – Problem and Change Management (underpinned by SLA) – Visibility of CI (Authorized/Deployed and Reconciliation results)

Problem Management
“Find the root cause, prevent tickets”
• Prioritize processing for appropriate use of resources by proactively identify and resolve problems (problem and error control) – Classify and document workaround/resolution (global issues) • Activities – Escalate or promotion of incidents (directly or based on trending analysis) – Promote to change as indicated by known error solution • Interacts with – Change and Release Management (underpinned by SLA) – Visibility of CI (Authorized/Deployed and Reconciliation results) – Access to IT asset details/processes (user/location information, IMAC, Contracts, Procurement), and work order management (skills, labor, tools, materials)

Change Management
“Plan and control implementations”
• Standardize and increase velocity of changes (decreasing the detrimental impact). – It is about a controlled and understood process that includes 1 or many stages of planned modifications to the IT infrastructure inline with the supporting business goals • Activities – Overall view of tasks and resources – identify, assess and classify RFC – Affected organizations/locations/CI’s – planning and scheduling – Approvals and asset updates – implementation reviews • Interacts with – Incident (underpinned by SLA) – Visibility of CI (Authorized/Deployed and Reconciliation results) – Access to IT asset details/processes (user/location information, IMAC, Contracts, Procurement), and work order management (skills, labor, tools, materials)

Release Management
“Manage hardware and software roll-outs”
• • Management of authorized versions or configuration of assets into a production environment Activities – Identify and Classify Releases and dependencies (hierarchical) – Planning and Scheduling of Rollout – Manage and control the release cycle through workflow and the update of the CMDB – Release policies – Release design – Build procedures – Files for release • Interacts with – Hierarchical interacts with Change and Incident Management (underpinned by SLA) – Visibility of CI (Authorized/Deployed and Reconciliation results)

Configuration Management
“Maintain the operational and configuration state of the IT infrastructure”
• Management of the authorized and deployed aspects of IT infrastructure elements, both from the CI and the Asset disciplines Activities – Control and Planning – Verification and Auditing – Maintenance and Status – Cost Control – License management – Use and Service Support Interacts with – All processes

One more key concept…
ITIL does not include the words “ASSET MANAGEMENT”
IT people focus on “Configuration Items” (CI’s) that are stored in the Configuration Management Database (CMDB). Think “Rotating Asset” – an Asset that has a profile with standard attributes. Not consumables (spare parts). ITIL Definitions CI: Component of an infrastructure, that is under the control of Configuration Management. CI’s may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

CMDB: A database that contains all relevant details of each CI and details of the important relationships between CI’s.

How do we define corporate IT assets ?

Hardware information Software information Location, user, cost center



Purchase price Vendor Depreciation and tax information

Lease terms Warranty information Software license terms

IT asset management is the cohesive merging of the physical, financial and contractual attributes of IT assets to: – Manage assets cost-effectively – Minimize liability and risk associated with the assets – Facilitate effective planning and budgeting16

IT Asset Management Lifecycle
• Contract Terms & Conditions • Notifications • Software Contracts • License Compliance

Asset Mgmt Contract Mgmt

• Asset tracking • Installs, moves, adds, changes • Reconciliation/Audit • Extend IT AM beyond computing resources (data center facilities, power, etc.) • Procure based on standards
• Create and route purchase orders • Use catalogs • Integrate with ERP systems


• Budgets **
• Purchase/Lease Cost Tracking • Work/Service Cost Tracking Financial Mgmt • Usage Accounting • Total Cost of Ownership**

IT Asset Management

Asset Discovery

• Desktop Discovery • Server Discovery • z Platform Discovery • Software License Usage • Deep Network Device Discovery • Storage Device Discovery

Service Mgmt
• Support service desk with asset configuration data • Service Impact Management

Work Mgmt
• Work planning and scheduling
• Skills, labor, and inventory management • Service plans and cost management

** plan line item

Procurement Management
Procurement Procurement Management Management

• •

End-user self service applications Primary functions include: – Request For Quotations (RFQ’s) – Purchase requests – Purchase orders – Asset receiving and registration – Purchase catalogs – Invoices – Terms and conditions templates Supports e-business transactions (with optional Ecommerce Adaptor)

Contracts Management

Contract Contract Management Management

Primary functions include: – – – – – – – – Master Contracts Purchase agreements Lease/rental agreements Software contracts Warranty contracts Labor contracts Payment schedules Terms and conditions templates

Unified with ITSM and ITAM life cycle management functionality

Inventory Management

Inventory Inventory Management Management

Primary functions include: – – – – – – Item Masters Service Items Stocked Tools Issues and transfers Stockrooms Inventory levels of assets and items

• •

Support Asset receiving (from procurement) Support Items and Assets cost distributions (for financial management) Support asset replenish processes

SLA’s Primary Functionality

SLA SLA Management Management

Supports management of Service Catalogs – What Services are being provided? – What assets make up and/or are targeted by the Service?

Service Level Agreements (SLAs) – What are the Commitments that are in place with the Customer (internal or external)? – What processes should be monitored and what preventive countermeasure escalations are associated? – How do SLAs relate to one another? – What is my performance related to SLA compliance?

• • • •

SLAs can be applied to any record in TSRM Unified with all service processes and TAMIT Leverages MXES escalation, notification, and workflow engines Proactive monitoring of business commitments via KPI’s

Service Level Management
SLA application use… “encapsulate the business goals as they apply to the IT infrastructure, to ensure that critical business services are maintained and improved over the duration of these agreements.” SLA must be: • • • • • Reasonable Appropriate Measurable Achievable And incremental


itSMF defines CMDB: “All detail and relationship information about Configuration Items (CI’s) should be held in a single place. This single repository of information will be accessed across the Service Management processes and is a major driver of consistency between the processes” By definition, the TSRM Database is IBM’s CMDB. All ITSM processes (as well as TAMIT and Work Order Management processes) “access” the same and only repository in the TSRM & TAMIT suite Also by definition, TAMIT manages all CI definitions and their relationships in the Maximo Database


All asset details – Users, custodian, location, relationships, manufacturer Contracts – Software contracts – Hardware leases & warranties Procurement details and annual costs Service history IMAC Downtime/Availability Etc

• • • • •

Knowledge base
• Identification, Assessment and Authorization Classify Solutions (FAQ, Known error, work-round, solution, knowledge) Maintenance of knowledge through the use of workflow

Ties to other processes: - All processes are tied into Knowledge

Availability Management
• No specific Availability Application (out of the box) Meters used to record specific Availability measures, such as downtime. KPIs used to calculate service level Availability metrics Escalations and Workflow used to monitor and proactively notify

• Screen Configuration – Personalization • Start Center • KPIs – Multi-language • on one MXES instance! Business Process Configuration Database Configuration

Business Process Automation
• Workflow and monitor any Maximo object – Escalate • Monitor and escalate any condition – Route • Process workflow • Multi-level approvals – Interact • Context-based interactions • Input driven screens

• Maximo Enterprise Adapter – Integrate any Maximo object – Dynamic Web services – Pre-built integration points • Assets, Locations, Work Orders, Service Requests … – Pre-built integrations to • SAP and Oracle Maximo Fusion now IBM Composer – Integrate Asset Center with any IT asset discovery tools – Pre-built integrations to: • SMS, Altiris, Radia, Tivoli…

Drag-n-Drop Workflow Designer

Object Definitions easily modified

Easy to use Application Designer

Tivoli Service & Asset Enterprise Suite
The Business: (Missions, Goals, Customers, Users)
Service Management
Service Catalog Self Service Service Desk Service Request Work Mgmt Incident Problem Change Release Configuration SLA’s OLA’s

Reporting and Governance

Contract Mgmt Materials Mgmt Procurement


PR’s, PO’s RFQ’s Invoices Receipts Inventory Thresholds Tools Storerooms Conditions Leases Warranties Purchase Labor Master

Planning & Scheduling
Hazards Precautions Plans Work Orders Activities Job Plans

Resource Management
Work Log Communications

Preventative Maintenance
Changes Job Plans Releases Dependency Projects CI’s Relationships Item Master Systems

Incidents Problems Global Issue Know Errors Failure Reporting Solutions

Facility Assets Transportation Assets IT Assets

Production Assets

Asset Management