Use Case [SP752] – Service Provider: Enhancements included

in the 7.5.2 release

1.1 Use Case Outline

What’s new in Maximo for Service Providers 7.5.2? The slide above provides a quick list of the
new features and the key product areas they affect. Improvements were made to Billing Schedules
which now allow for more billing options than monthly. Introduced new functionality around
service items which streamline the process for service providers. Made usability improvements
to the billing process to make it more intuitive and continued, as in prior releases, to expand the
use of Customer, customer data restrictions and customer context filtering by added these
capabilities to job plans.

This use case demonstrates how Service Provider can be used to bill customers for each work
order, ticket or sales order. This is the most typical scenario for Managed service providers.

1.2 Customer Value

For additional detail on the overall customer value proposition for the Service Provider add-on,
see the included set of quick overview slides.

1.3 Use Case Content

Service Provider Role
UID/login name = ffacilities
PW = ffacilities
First name = Frank
Last name = Facilities
Maximo Security Group = MAXEVERYONE, SPPROVIDER
Start Center = All Users, Service Provider

1.4 Billing Frequency Enhancements

In this release we have changed that and introduced some new billing frequency options
that are flexible enough to meet a variety of frequency scenarios. We’ve also added a
small feature which allows the user to preview billing dates for the schedule being
created. This way they get some visual confirmation that the entry of the information on
the billing schedule matches their expectations.

1. Log in as sservices
2. Open the Customer Agreements application.
3. Open Agreement for DEM, DEM0001
a. Review bill schedule BS01.
b. Currently set to bill every 45 days over the next 2 years.

c. With this release new functionality around billing frequencies was added.
In prior version the only option for billing period was 'MONTHLY'. The
user now has new options.
d. These periods can be used in conjunction with the new 'Interval' and
'Number of Billing Intervals' attributes to produce billing schedule on
many different frequencies. For example to bill on a quarterly based the
following values would be selected.

e. Period 'MONTHLY', Interval 3 (or every 3 months), number of intervals

12, (or 36 months).
f. Also new to this release is the 'Preview Billing Dates' button. This button
when selected displays a preview of the projected billing dates based on
the schedule entered.

g. For MONTHLY bill schedules the user can also selected to have the bill
produced at the end of each month by checking the 'End of Period?'
option.
1.5 Copy in Background - Enhancement

The next feature is initiating bill line copy in background mode. This enhancement
addresses a nagging usability concern which has been raised by many of our customers.
It has to do with creating a bill from work orders. To bill customers for the work
recorded in work order transaction, it’s less automated, and a user has to log into the
Customer billing app.. create a bill header and then either manually select the work orders
they want to bill against or they can click on a button to copy all work orders. The
problem is when you have many work orders to bill, copying the lines can take several
minutes to complete, while this is churning in the foreground the user doesn’t really
understand what’s going on and it gives the impression to the user that there’s a problem.
To address this we’ve added a default action which will allow the copy process run in the
background so the user can continue with their work without having to wait for the copy
to complete. We’ve also added some logging which can be monitored by the users to
understand the status of the copy process that was initiated. This copy in background
combined with the additional logging takes some of the mystery out of the process and
makes it easier for the user to understand what’s going on. Whether they have run into an
error during the processing or it’s just taking time to copy.
1. Log in as sservices
2. Open the Customer Billing application.
3. Open Customer Bill 22, DEM for Agreement DEM001 and click on the 'Copy
WOs, Tickets, and SOs' button.

4. Clicking on this button will now open a dialog by default which asks the user if
they want to run this process in the background. There is a field to enter your
email address and once the copy process has completed the user will receive an
email with detail on the bill lines which were copied.

5. This frees the user from the processing that is normally required and alows them
to continue their work while the request runs in the background.
6. As this process runs the new Last Copy fields will be updated appropriately.
Either INPROGRESS, SUCCESS or FAIL, as well as the dates.

7. A history log is also kept and can be viewed by selecting the double arrows to the
right of the Last Copy Status.
8. As records are added to the bill this log is updated appropriately.
9. An action to View Current Bill Batches Progress has also been added on the List
view of Customer Billing (SP).

10. This option opens a dialog which will list any bill batches that are currently
running in the bacground.

11. All these enhancements have been added to improve usability and bring better
visibility of the billing process to the end users.
1.6 Internal Service Items - Enhancement

Added an ability to mark a service item as internal or external and based on this the
process for recording internal service items is streamlined and doesn’t require the
procurement tasks.

1. Log in as sservices
2. Open the Service Items (SP) application.
3. Filter for Provider Type = 'INTERNAL', this is a new field which was added to
describe if the service item will be provider by an EXTERNAL vendor,
INTERNAL department within the Service Providers organization or possible
BOTH.

4. The provider type field is set automatically based on the type of Vendor which is
associated to the item. If a vendor with Company Type I (Internal) is selected
then the Provider Type will be set to 'INTERNAL'.
5. If any other type of vendor is added the Provider Type is 'EXTERNAL'.
6. If more than one vendor having company type of Internal and another values is
added then the provider type is set to 'BOTH'.

7. When a Service Items has a provider type of INTERNAL that item is not
requisitioned if added to an approved work order. Instead the actuals can be
directly recorded without the need of procurement processing. An example has
been added in Work Order Tracking.
8. Open Work Order Tracking (SP) and find WO 1268. Which has an Internal
Service under plans tab.

9. Click on the Actuals tab, Services Sub tab and notice there are 2 new buttons for
selecting interal services.

10. Click on Select Internal Service and the user is presented with a list of available
internal services which can be added to the work order actuals without the need of
procurement process.
 11. Once the Service is added the unit cost and other attributes can be set and prices
will be calculated and billed based on the associated customer agreement.

1.7 Customer Specific Job Plans - Enhancements

This requirement came from a few of our large facility services customers which have
more of a decentralized service organization. They really needed a way to make job
plans customer specific because for different customers they provide similar services
but in many cases the customer requires them to complete the work to the customers
specification. I know these diagrams are small, but hopefully you can see, what they
represent is a simple example of how the job plans for 2 different customers might be
different even though the service provided is similar. In this case both job plans are
for elevator service but customer A has specified in there contract negotiation with
the service provider that they only want elevator service from ThyssenKrupp, they
only want Unitec parts used and they require that 2 tasks be completed. In contrast in
the other diagram we have customer B and the contract for customer B stipulates, to
only use Otis elevator, Nova parts and 2 additional tasks need to be fulfilled in order
for them to complete the service. So the service provider needs a way to easily
determine which job plan to use based on the customer requesting the work. And in
many cases the people working for Customer A don’t want there set of job plans
exposed or available to the people working for Customer B, and vice versa. So to
meet this requirement like we’ve done before, we’ve cloned the JP app and added a
customer reference which allows use to Customer security for data segmentation and
also context filtering.

1. Log in as ffacilities.
2. Open Job Plans (SP) and click on the Advanced Search. Filter on Associate
Customers. Select All.

3. Two rows are returned, both are for HVAC services but one is customer DCH and
another for customer EFS.

4. Open the Job Plan for DCH. For this plan the customer has requested that the
Service Provider perform the 2 tasks, Inspect the Unit, Perform repair in order to
fulfill the work order.
5. Open the Job Plan for EFS. In contrast the customer has requested that the
Service Provider perform the 4 tasks listed, Inspect the Unit, Perform the repair,
Routine Maintenance, Repair Inspection in order to fulfill the request.

6. Although both customer want HVAC service they the job plans are different
based on the customer. To use see how these job plans are used open the Work
Order Tracking (SP) application and create a new work order for customer DCH.
Select a Job Plan Value and filter on HVAC.

7. Only the Job Plan for DCH is returned so the selection of job plan is in context of
the customer on the work order.
8. If instead you open a work order for EFS and perform the same search. Only the
EFS job plans are returned.
9. Also because customer is used by the security framework only logged in users
only have access to job plans for the customers they are assign under customer
access list. For example ffacities only see Job Plans for EFS and DCH.
10. Log in a sservices.
11. Open Job plans and search for job plans with customer association.

12. The list returns only job plans for customers PG, GIL and DEM. The job plans
with customer DCH and EFS are omitted from the list because this user does not
have access to that customers data.