Service management process

The creation of work is managed by the service management process. The service management process ties into other Maximo® Real Estate and Facilities capabilities, including corrective maintenance, preventive maintenance, move management, and facility assessment.

The service management process can be represented by the following process diagram:

Figure 1. Service management process
Mapping in workflow run time. The source record is L_VIBOLOCALIZATIONB, containing data for the TRINAMETX and VIFLDANOTHERLOCALIZABLETX fields in Italian and French. The target record is L_VIBOLOCALIZATION, and before mapping it contains data for the TRINAMETX and VIFLDLOCALIZABLETX fields in Italian and Russian. The VIFLDANOTHERLOCALIZABLETX field is mapped to the VIFLDLOCALIZABLETX field. The target record, L_VIBOLOCALIZATION, clears the Russian value for VIFLDLOCALIZABLETX and adds another row to contain the French value of VIFLDLOCALIZABLETX.

The service management process comprises three main steps:

  1. Initiating service management process

    A request and associated request class are created as part of the facility assessment process, by a self-service user, or by a contact center agent on behalf of a caller. Alternatively, a maintenance supervisor selects the request class during the setup of a preventive maintenance (PM) schedule.

  2. Project and task creation process

    The request class and its corresponding service plan contain the settings that determine how the business logic is enforced in the creation of the work. The method by which the service management process is started determines which request class and service plan records are used. The service plan uses templates to create projects and tasks.

  3. Service assignment process

    The assignment rules in the service plan determine whether the projects and tasks are auto-assigned or must be assigned by the dispatch manager.