The Internet is changing the face of product support. It is an undeniable fact that the manner in which we attempt to resolve problems, be they complex software applications or finding the closest Italian restaurant, is entirely different than 10, 5, or even 2 years ago. In all facets of our daily lives, how we search for answers to even the simplest of problems have been forever changed through online technology and capabilities. The Internet permeates all aspects of our lives; how many readers of this blog post do not understand the phrase... [More]
Hi there, I decided to check in and throw my 2 cents out there on a topic that I think a lot of people might benefit from and that's using Escalations in Maximo.
The Escalations application first came onto the Maximo scene with version 6 and has developed
into a powerful and extremely useful tool that can help to solve many problems.
In Maximo 7 and beyond, escalations can be used against pretty much any Maximo object.
There are many very helpful uses for escalations.....
- Monitoring /... [More]
Hi again everyone!
I guess now that the Pulse Conference in sunny Las Vegas (a welcome change from the sub-freezing chill of New England's late winter) has come and gone, it's a good time to look back on my experiences from the demo floor.
As usual (and luckily hahha) my experience was an extremely positive one. Conferences like Pulse give the client as well as the support engineer an opportunity to meet face to face. This is always good because it gives me a chance to meet clients that I've spoken... [More]
The Maximo Support Resources pages have been redesigned to meet IBM Mobile standards and provide a better user experience. These pages provide a Maximo centric view of the IBM online experience with quick access to all sorts of resources including Support, Developer Works, SMC, Documentation all in a single location. In addition, these pages are built to deliver quick results on the topics most requested from our clients. With a single click, all documents related to a particular Maximo topic are returned... [More]
I'd like to start my first blog entry by introducing myself. My name is Mario Travers and I'm one of the team leads for the Maximo EAM Support group. I've been working with Maximo now for over 8 years (might actually be longer than that but my memory isn't what it once was) in various roles within in support for IBM and, previous to my old companies' acquisition by IBM, at MRO Software. Throughout my time here I've been lucky enough to be involved with many great projects within the support team... [More]
It's July? Really? Nooooooo!!! What happened to January, February, March, April, May and June?
If your year is speeding by,, you may have missed some of the incredible new features and information on Maximo Asset Management. To make sure you are up to date -- check out the latest information below
Interested in exploring alternate ways to deploy Maximo? Maximo is now available in a SaaS (Software as a Service) offering! This hosted solution... [More]
Hi again! As a Maximo support engineer / team lead for over 8 years, I'm always looking for ways to enhance the client experience through good
communication, timely response and technical knowledge. As we all know sometimes resolving issues when it comes to software is easier said than done.
Unfortunately sometimes there are other factors that impact the situation that we have no control over that make getting to a solution difficult and time
consuming. That being said, there ARE many things that we CAN do... [More]
Email Interaction Setup (EIS) application application is included in Maximo Asset Management Fixpack 22.214.171.124 and above.
With EIS users can interact with Maximo using a smartphone without having to login to Maximo:
Change the status of a record such as a work order
Accept or reject a workflow assignment
Update attributes such as the start date
The overall benefit of using Email Interaction Setup is that progress is not held up while waiting for the action of an end user.
Below is a... [More]
After upgrading to Maximo 7.5 many clients have decided to keep on using Issues and Transfer application. One of the reasons for using Issues and Transfer application instead of the new Inventory Usage application is due to training issues. Users do not want to learn a whole new application and business owners do not want to spend money on training.
However, Inventory usage application is actually quite easy to use and it offers all the features available in Issues and Transfer application.
A few years ago at the Pulse conference in Las Vegas I presented on the topic of Organizational Planning in Maximo. I focused on the importance of thinking about how to define many of the entities that make up an organization such as sites, locations, assets, financial structure business process etc. I decided to revisit this topic after talking with clients over the last few years who have "painted" themselves into a corner by defining these entities incorrectly.
One of the things that I... [More]
As I was recently speaking to a customer, it dawned on me that this customer was suffering from the same issue that other customers have expressed. This was the frustration of not knowing the process of escalating a PMR. Navigating the IBM waters at time can be confusing to a new customer as IBM has myriads of products and product families that we support. Each one with its own set of support sub-processes and procedures. But fear not, the answer to this dilemma is very simple.
Within the IBM Software Support Handbook you... [More]
As the warm weather approaches, many customers take the opportunity to review their second half of the year implementation plans. If you're on 7.5 and have not yet applied the 126.96.36.199 Fix Pack, click here . Once at 188.8.131.52, we recommend you apply the the latest interim fix for this version, Interim Fix 002 . Still on 184.108.40.206? Interim Fix 004 can be downloaded here . The latest Maximo 7.1 Fix Pack, 220.127.116.11 , was released on May 31, 2013. Thinking about upgrading to... [More]
Can you imagine life without numbers? What time would we meet for coffee? How much would the coffee cost, how many ounces would it be and how would you text me if you were going to be late?
Depending on your morning or evening perspective….coffee may be the least of our worries in a life with no numbers. But there is no doubt that numbers are critical in identifying supported software versions!
As noted here , Maximo’s Open Reporting Architecture enables you to use your reporting tool of choice thru... [More]
Pulse is less than 2 weeks away! I hope to see and speak to many of you at the conference. If you've yet to finalize your Pulse 2013 agenda, I would recommend you view Pam Denny's Tips and Tricks for Attending Pulse 2013 blog. Pam also posted a specific list of sessions revolving around Maximo reporting in a post here . As usual, Pam has gone out of her way and created a very comprehensive list of Maximo related sessions. You can also check out the formal agenda for all of the sessions in the Smarter Physical Infrastructure stream.... [More]
As the new leader of the world-wide Smarter Infrastructure Support teams, I'd like to take this opportunity to wish you all a Happy New Year! 2013 promises to be an exciting year in IBM and particularly in product support. We're getting close to Pulse 2013 and I'm excited to meet with many old and new customers and colleagues. One of the cornerstones of the conference, the Smarter Infrastructure Solution Center is the place to meet our Support and Development experts, engage in conversation with a fellow user, and generally be able to see... [More]