Developing Service Level Agreements in Maximo 6

Course Overview

Developing Service Level Agreements in IBM Maximo 6 provides an interactive experience during which participants learn how to develop the following types of service level agreements (SLAs) in IBM Maximo 6:

• Time-based
• Availability-based
• Reliability-based

Participants will thoroughly review and use key applications specifically related to SLA development and management. Other applications used in the process will also be discussed.

Audience

The target audience for this course is those personnel responsible for setting up service level agreements and related records within IBM Maximo. It is assumed that participants will understand basic concepts of commitments and escalations in a work/service environment. However, we will review some concepts as necessary to better teach SLA development in IBM Maximo.

Skills Gained

After completing this course, participants should be able to:

• Create a service group and add services to that group
• Create a time-based SLA with escalation points
• Create a reliability-based SLA with an escalation point
• Create an availability-based SLA with an escalation point
• Create an action and notification and associate them with an escalation point
• Create a key performance indicator (KPI) and base an SLA escalation on it
• Add a KPI to a Start Center
• Describe basic criteria used by Maximo to match work orders and tickets with SLAs
• Alter SLA Options

Prerequisites

Because this is considered an advanced course, participants must meet the following prerequisites:

An understanding of service level management concepts, including commitments and escalations

The ability to work with basic SQL code in conjunction with the IBM Maximo database

Familiarity with IBM Maximo basic work/service applications (e.g., Work Order Tracking, Service Requests)

The ability to navigate and use IBM Maximo 6, especially these applications:

• Actions
• Roles
• Communication Templates
• Start Center and Modifications

Note: The course provides sufficient detail for participants to accomplish all exercises. However, detailed training is provided for key applications that are specifically related to the development of SLAs.

Developing Service Level Agreements in Maximo 6 / TR12GB (TR12GBGB)