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File broken up due to upload limit of 10M

File broken up due to upload limit of 10M. Start Part two. ANZ Customers. ANZ Customers. ANZ Customers. ANZ Customers. ANZ Customers. ANZ Customers. ANZ Customers. ANZ Customers. ANZ Customers. Define exact problem Easy Questions ( KB FAQ ) Language assistance Customer skill.

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File broken up due to upload limit of 10M

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  1. File broken up due to upload limit of 10M Start Part two

  2. ANZ Customers

  3. ANZ Customers

  4. ANZ Customers

  5. ANZ Customers

  6. ANZ Customers

  7. ANZ Customers

  8. ANZ Customers

  9. ANZ Customers

  10. ANZ Customers • Define exact problem • Easy Questions ( KB FAQ ) • Language assistance • Customer skill

  11. Tivoli Maximo Support – Functional Product View

  12. PMR Mgmt PMR Management • Frequency of meaningful PMR updates • Reduce impact on customers reproducing customer problems • Ensure a smooth transition among engineers • PMR audit • Usage of tools to minimize negative impacts and improve effectiveness • Regular communication • Root cause analysis with preventative targets via classification with feedback to appropriate teams

  13. Process Escalation Process • When should a PMR be escalated? • The situation is getting worse • The problem has been persisting without resolution for a “long” time • When you are not happy with the response or assistance you are receiving • How do I escalate a PMR? • Raise the severity • Call and ask to “speak with a duty Manager” • Our goal is to provide superior customer service

  14. Jumpstart PMRs with Electronic Service Request (ESR) tool – demo with ISA • ESR online tool for Passport Advantage clients and their Business Partners • Request access with the Self-Nomination form • Create personal preference profile including product/component lists • Open PMRs pre-populated with your profile entries • Submit your own issue and environment descriptions • Attach troubleshooting files to online PMRs • Submit PMRs directly to support queues • Monitor PMR activity with customized reports

  15. SUPPORT TOOLBAR Demo

  16. ISA for Maximo 7.1.1 Demo

  17. MySupport and RSS Feed

  18. Finding Technical Document demo

  19. Questions?

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