User personas in Maximo IT

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For IBM Maximo IT, various user personas exist based on the applications in Maximo IT. This section covers the five basic ones: Site Reliability Engineer (SRE), Agent, Asset Manager, Administrator, and the End-user. Each user persona have significant roles to play to work with Maximo IT easily and efficiently.

Persona: Site Reliability Engineer

An SRE can perform the following tasks with Maximo IT:

  • Detect problems before they affect customers, solve problems, and prevent them from happening again.
  • Monitor availability and status for platform and managed services. Maintain application availability, reliability, and performance from the product user's perspective.
  • Maintain services for companies and organize data for easy access to end-users.

Persona: Agent

An Agent or a Live Agent can perform the following tasks with Maximo IT:

  • Work and resolve tickets for end-users in ticketing applications such as Self Serve, Incidents, Problems, Service Requests, etc.
  • Support end-users with ticket resolving and managing tickets in database.
  • Chat with the end-user and help them find solutions to their problems while maintaining availability.

Persona: Asset Manager

An Asset Manager can perform the following tasks with Maximo IT:

  • Maintain and manage Assets for an organization.
  • Organize the Assets and monitor their availability and status for managed services.
  • Maintain correct and up-to-date asset records in the Asset and Asset View application.

Persona: Administrator

A Maximo IT Administrator can perform the following tasks with Maximo IT:

  • Set up the basic authentication and user groups for Maximo IT users.
  • Manage Security Groups and backend settings for smooth funtioning of Maximo IT.
  • Create, automate, and enable process flows within Maximo IT for agents, SREs, Asset Manager, and end users.

Persona: End user

An end user can perform the following tasks with Maximo IT:

  • Search for solutions to their issues via Solutions or Self Serve application.
  • Raise tickets using ticketing applications like Incidents and Problems if they face any issue.
  • Raise a Service Request to avail a service and assistance with the same.
  • Get help in resolving their issues by chatting with a virtual assistant or a live agent.
  • Get status and updates for their tickets and make update information added to their tickets for faster resolution.
  • View assets assigned to them and create requests for new assets as needed.