Maximo Support: An Interview with Pat McHale
Mary Gorczynski 1100006B54 firstname.lastname@example.org | | Tags:  support asset-management eam maximo tivoli service-management service
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For this week's blog, I interviewed Pat McHale, WW Maximo Support Leader. Pat has had a 20 year career with the Maximo Asset Management product set; 15 years in Support. He started in Quality Assurance and gradually assumed responsibility for a number of departments from Engineering Support, Technical Support, Premium Support, Online Support to Maintenance renewals. Pat brings quality to the Maximo Support organization.
This blog entry will leave you with 3 take aways:
1. an overview of the IBM Maximo Asset Management Support organization
2. the value of on-line eSupport vs a Helpdesk
3. tips & tricks available with on-line Support
The team consists of about 80 engineers, across 4 major regions; US, Canada, EMEA and AP. Pat’s team is organized into 5 major product silos; EAM Applications, Systems, System Administration, Reports and Integration along with EMEA and AP regional support teams.
These silos provide support for all currently released Maximo versions; Maximo 5, Maximo 6 and Maximo 7. End of Support questions for Maximo 4 and earlier versions are also provided by team.
To ensure we can adequately track multiple client issues that span multiple silos, the support team conducts triage meetings, 3 times a week. This meeting allows the team to aggregate PMRs, to see overall client picture, and to ensure all PMRs receive same focus and priority making the integrated solution process seamless to the end users.
Typical challenges that the team faces:
a. Translation of the problem into IT language. This challenge is typical in this market because many times the systems administrator is a tradesman, not an IT specialist.eSupport vs a Helpdesk:
The key benefit of using eSupport is that you create the PMR record and are able to provide a more descriptive summary of your problem, in “Maximo language” that will be more valuable to a higher level support engineer. The better you describe your problem, the faster it can be routed to the right place and fixed.
The new and improved IBM eSupport portal is now available. Here you will continue to find information on patches, knowledge base documentation, the support handbook, support lifecycle, education material, and support tools can be found on the portal.
On-Line tips & tricks:
Incremental websites that you might not be aware of:
1. Support Technical Exchanges: We conduct webcasts throughout the year to address key topics that drive PMR volumes.
Click here to view Maximo related Support Technical Exchange webcasts.
2. LinkedIn Discussions: Start an on-line discussion with colleagues across the industry within our LinkedIn Group.
3. ibm.com Forum Discussions: Start an on-line discussion with colleagues across the industry within our IBM Asset Management community.
Clients sharing at Pulse 2010:
Each year the premier Service Management event, Pulse, delivers hundreds of client stories, told by the clients themselves. Pulse 2010 is on track to deliver 300 client speakers crossing all segments.
Attend Pulse to hear how over 100 IBM Maximo clients implement and utilize the Maximo product portfolio. Join us in the Maximo Solution center where you can meet and discuss your product issues with over 50 Support, Development and Product Management experts.
Join us at Pulse 2010 to hear their stories and more. Link to Pulse registration.
If you have a Support topic of interest, please enter it as a comment to this blog and we will try to get Pat back for another “celebrity” visit.