Implementation or upgrade to Maximo support services is an extremely important event for any organization. Indeed, in addition to implementing software, it involves optimizing asset and maintenance management in the organization. Given that this is a long-term project, it is vital to choose the proper partner that will assist your organization in obtaining maximum benefits from the implementation of this solution.
Indeed, managing Enterprise Asset Management platforms requires specific technical skills, and Maximo specialists will be aware of all peculiarities of this platform, as well as possible integrations, etc. Moreover, the situation becomes more complicated when businesses decide to implement cloud-based EAM solutions such as MAS 8 instead of legacy on-premises implementations. In turn, a proper support partner provides much more than technical assistance, which is extremely important in terms of maintaining system performance, its security, updating, etc. Therefore, in choosing the right partner for Maximo support, it is recommended not to pay attention only to price issues.
In addition, in this comprehensive blog post, we will describe some important key things that you should pay attention to when choosing Maximo support services from industry professionals.
Fundamental Things to Keep in Mind When Choosing Maximo Support Services
Let us consider the top factors you should evaluate when selecting a Maximo support provider. It will allow you to make a more thoughtful decision and avoid numerous issues related to Maximo support in the future.
1. Depth of Specialized Technical and Version Expertise
As mentioned above, Maximo has been upgraded many times over the years. Indeed, there are various versions of IBM Maximo: from 7.6 to the latest MAS 8. Hence, Maximo support services should possess hands-on experience with current and future versions of this platform.
Maximo support specialists should be aware of all peculiarities associated with Maximo database management, MIF, customizations, reporting, and Java-based development. Moreover, when you choose to go with MAS 8, your support partner should have appropriate expertise in Red Hat OpenShift, as it serves as a foundation for this application suite. Lack of such expertise can lead to delays in solving even simple issues, system downtime, improper system configuration, etc.
2. Alignment with Industry-Specific Compliance and Regulations
Any industry has some peculiarities, requirements, and regulations that should be taken into account when choosing an IT solution and corresponding services. In particular, the most popular industries that need to implement Maximo include manufacturing, oil and gas, utilities, transportation, and life sciences, and some requirements should be followed in these spheres.
For instance, organizations in life sciences should comply with FDA 21 CFR Part 11, while utilities require adherence to NERC-CIP guidelines. Compliance issues can arise in case your support provider does not have sufficient experience in this sphere, and he or she introduces inappropriate changes to your Maximo environment. Thus, choosing Maximo support services from a provider that possesses experience in your industry will be beneficial for your business.
3. Comprehensive Scope of Services and Flexibility
Before signing any agreement with a support provider, it is crucial to know what services are provided by them. While some providers provide just a limited set of basic troubleshooting services, others provide a wide range of services, including preventive maintenance, performance optimization, database tuning, security patches, system enhancements, and many others.
Flexibility in Maximo support services provides your organization with an opportunity to be more comfortable, as your business needs change over time, and it is always easier to work with one provider than with multiple ones providing different services. It is useful to check whether your provider offers proactive monitoring, health checks, and system improvement recommendations, as it can significantly reduce unexpected costs and provide you with all necessary information about the scope of services included in the agreement.
4. Robust and Transparent Service Level Agreements (SLAs)
Service Level Agreements (SLAs) are agreements regarding the maximum time of reaction and the resolution of problems in case of system malfunction. They play an important role in defining the expected results and obligations of the provider. In the case of Maximo, such an event can lead to a delay in maintenance scheduling, production, or work in general. Hence, it is extremely important to be careful when selecting an agreement.
Thus, it is important to pay attention not only to response times when considering SLAs of the support provider, but to the criteria of issue classification, in particular, of those that can shut down your operations. Moreover, you should ask about average resolution times and the past experience of the company regarding compliance with these requirements. Finally, it is useful to choose a provider that offers service credits or penalties in case of SLA non-compliance.
5. Structured Onboarding and Data Transition Process
Transition to the Maximo support services should be a smooth process without numerous problems. No matter what your current support provider is, whether an internal team or an external one, the transition must be done properly.
Structured onboarding procedure consists of several steps, including review of your current Maximo configuration, identification of customizations and system integrations, identification of existing issues, and gathering of knowledge from your previous support team. It will help to prevent such problems as communication gaps, lack of documentation, and unexpected technical issues. In turn, structured onboarding will allow the new team to become acquainted with your business environment very quickly.
6. Proactive Monitoring and Long-Term Lifecycle Roadmapping
The best partners of Maximo support services are not only ready to solve your issues, but they also perform proactive monitoring of your Maximo environment. Such an approach will allow you to avoid system downtimes and other problems.
Proactive monitoring helps to discover such issues as database performance problems, failed integrations, security issues, or resource constraints. Besides, a good support provider will assist you in planning the future of your system: upgrades, patch management, database growth, and migration to newer versions of Maximo, such as MAS 8, when you reach the end-of-life stage of your current version. Such kind of planning can help you to avoid rush upgrades and predict technology costs.
7. Transparent Pricing Structures and Hidden Cost Avoidance
Cost is obviously an important thing when choosing Maximo support service. However, you should not focus only on cost. Understanding the pricing model in detail can help to avoid unnecessary costs in the future.
There are different models of pricing of Maximo support services, including fixed monthly fee, time-and-materials, prepaid support hours, and many others. Before signing any agreement, you should thoroughly review it and know what is included in this pricing. In addition, you should clarify additional costs in case of emergency support outside business hours, site visits, senior consultant involvement, and any other activity that is outside the agreement. It will help you to predict your IT budget better and avoid unexpected costs in the future.
It’s Time to Wrap Things Up!
Choosing Maximo support services is about solving problems. But it is not only about it, but it is also about getting a reliable partner that understands your business, industry, and the goals of your company. Peculiarities such as technical expertise, industry experience, proactive monitoring, structured onboarding, and transparent pricing structures play an important role here.
Considering these aspects, you can make a thoughtful decision and choose Maximo support services that will satisfy your needs and assist in business growth. Companies like BRIWO Solutions provide such services that can be evaluated together with other providers in terms of technical expertise, industry experience, quality of service, and others. So, do not wait any longer. Connect with the team of BRIWO Solutions today!