Application overview

Maximo® Service Provider contains applications that interact with applications in Maximo Manage.

Activities and tasks application
You use the Activities and tasks application to plan, review, and manage activities and tasks. An activity initiates the work process and creates a historical record of the work done. Activities are created in the Incidents and Problems applications. A task is a specific unit of work on a work order.
Assets application
Add physical assets, define relationships between assets, associate customers with assets, and manage assets throughout the assets lifecycle.
Bulletin Board application
In the Bulletin Board application, you can create messages about critical problems and incidents that you can broadcast throughout the organization. You can also view communication logs from service desk agents and their users, and communications that are generated by workflow processes and escalations.
Changes application
You use the Changes application to plan, review, and report actuals for implementing changes or deploying new, standard configurations to existing assets. You also can create changes in other applications. A change is a type of work record. Other types of work records are work orders, releases, and activities.
Classifications
Classifications identify and characterize similar objects. A building, a Notebook computer, and a centrifugal pump are types of classifications. A classification can also describe an event, for example, a broken window, a hard disk failure, or a request for a new email account.
Companies and Company Master records
You can associate one or more companies with a customer so that you can identify and use specified companies for services that are delivered to that customer.
Configuration Items application
You use the Configuration Items application to define, create, and manage relationships among configuration items according to relationship rules that you specify in the Relationships application. A configuration item is any component of an information technology infrastructure that is controlled by configuration management.
Domains overview
As an administrator, you use the Domains application to add domains or to modify existing ones to fit with your business practices. The Domains application contains a single table window, Domains that are used to add, view, change, and delete domains.
Escalations application
You use the Escalations application to automatically monitor critical processes in your enterprise. You can either create an escalation or customize a predefined escalation to suit your business needs.
Incidents application
An incident record captures information about an event that deviates from standard service or an event that might disrupt the quality of that service. You use the Incidents application to create and modify incident records.
Item Master application
You can define items that are stocked in your storerooms. You can group them in item sets that can be shared by the organizations that use the item set.
Job plans
You can associate job plans with customers so that the job plan is only available for work orders for that customer.
Locations application
Use the Locations application to specify and to track locations for assets. You can also organize locations into logical hierarchical systems or network systems. You can use the hierarchies or location systems to specify the locations for assets on assets record. The location record enables the users to gather and tracking information on assets history, its performance at specific sites when moved from location to location. With locations organized into systems, you can quickly find a location on the Drilldown page, and identify the asset at that location.
Organizations SP application
You use the Organizations SP application to set up the organizations and sites for your company. You must define at least one organization and one site.
People application
You can create, modify, view, and delete records for individuals. The People application stores information about individuals, such as users, laborers, asset owners, and supervisors who receive workflow notifications.
Price books
Price books are catalogs of list prices for item tools, labor, or services that are used in your business. Price books contain list prices, which can vary depending on the customer and the situation, such as time of day that services are provided. Price books can specify that some prices are calculated based on the characteristics or attributes of the provided services.
Preventive Maintenance
Preventive maintenance is a strategy for scheduling recurring work to reduce unplanned asset downtime.
Problems application
You use the Problems application to create and modify problem records. A problem record captures an unknown, underlying cause of one or more incidents. You resolve a problem when you identify its root cause so that similar incidents are prevented or have less of an impact on business.
Releases application
You can plan, review, and prepare for large batches of changes to assets by using the Releases application. A release record details the tasks, scheduling, and people or groups involved in the release.
Defining response plans and actions
Response plans ensure predictable and repeatable responses to similar work requests. You can apply response plans to tickets, work orders, sales orders, workflows, or escalations.
Sales orders
You use sales orders to bill for services, such as management fees, trip charges, SLA penalties and credits, warranty claim credits, project milestones, and IT asset performance fees.
Service Items application
Service items are services that your company provides, such as grounds maintenance or plant security. They are not associated with an asset. Services can often include labor, tools, and materials but are billed as one unit. Service items can be provided to customers on a frequent or infrequent schedule. You maintain service item records in the Service Items application and bill for service items on a billing schedule.
Service level agreements (SLAs)
SLAs are created to document the commitments that you plan to fulfill for customers. SLAs specify commitments that are agreed levels of service between the service provider and the customer. SLA commitments can be measured in a qualitative or quantitative way. SLA commitments can be associated with one or more escalations that specify the actions that are needed if the commitment is not met.
Service level agreement (SLA) breach billing
You can create SLAs to specify the expected service levels and commitments for services that you provide or require. An applied and matched SLA on a ticket or work order sets target dates that are based on the SLA commitments. When a target date is exceeded, the SLA commitment is breached. A penalty or credit fee can be issued to compensate for the commitment breach.
Service Requests
You can manage requests for services that involve an asset or location in your enterprise. For example, you might receive a request to upgrade the computer software on the Notebook for a user, or for all users at certain locations.
Solutions application
You use the Solutions application to create and manage solution records within a Service Desk environment. It is the administrative application and is separate from the Search Solutions application that customers use to find solutions.
Tools application
You use the Tools application to manage information about the tools that are used to complete the work. Tools are typically nonconsumable items for which you charge an hourly rate for their use. Examples of tools include air compressors, nail guns, calibration equipment, and heavy equipment such as cranes and excavators.
View Service Requests
You use the View Service Requests SP application to view the status of your service requests. You also can review the estimates for work that you requested from your service provider. After you review an estimate, you accept or reject it.
Work Orders
Work orders can be created to manage the work and related costs for assets and locations. You can associate customers with work orders and specify the associated assets, locations, plans, service level agreements, customer agreements, and price schedules that are specific to the customer.