eVailable Help Desk Solution

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Strategic Maintenance Solutions (SMS) provided a comprehensive Maximo Help Desk Solution to an Entertainment client*, maximizing Maximo’s EAM performance and adding benefits to greatly increase efficiency and the user experience.


Situation: This entertainment client boasts multiple sites throughout North America. They have been a world-class corporation for more than 50 years employing IBM Maximo Asset Management 7.5 across multiple sites to manage their assets. Prior to deploying the SMS eVailable Help Desk Solution, they relied on a single administrator for 300+ users, causing severe Maximo request build up and challenging application management. The client struggled to complete day-to-day administrative tasks, while losing focus on application enhancements required to meet the demands of their large user base. To relieve the administration and change management challenges, SMS proposed the following areas for review:

  • Application Security
  • Application Troubleshooting
  • Reporting
  • Change Control
  • Application Change Requests
  • Training
  • Application Vendor Support Assistance

Solution: Based upon the SMS eVailable platform, SMS provided an ongoing application help desk solution staffed by IBM certified integrators. The continuous support is accessible to all client locations around the clock, giving the client the assurance and confidence that all Maximo users have professional and responsive support across the full range of tasks.

The client corporation had been collecting asset data for many years without the ability to analyze and report that data to management. SMS Professional Services was able to provide an efficient avenue for their personnel to report on many aspects of daily maintenance, material and labor costs for both facility and entertainment activities. After conducting a series of business intelligence and reporting strategy sessions, SMS built a consistent, repeatable, and sustainable reporting foundation for all of the entertainment client users.

Results: The eVailable Help Desk has become the single point of contact for all Maximo requests. Hundreds of Maximo requests were addressed by the eVailable Help Desk over an eight-month time frame, allowing the Maximo Application Owner to address more critical tasks. Client Maximo Administrators were originally spending days compiling data manually to submit to management; this can now be compiled and reported in just minutes. Along with many tangible efficiency improvements, a tremendous increase in overall application effectiveness is seen throughout all sites in all locations.

*SMS is committed to the security and privacy of our clients.