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Education

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As you embark on your journey into ServiceMax, establishing an onboarding and continuing education plan is crucial to maximizing your adoption. Here at ServiceMax our Education Services teams' pride themselves on utilizing adult learning principles in creating education workshops, curriculums, and training rollout plans suitable for a number of users in your organization.

 

The following roadmap will give you a better understanding of how the Education Services team works closely with you and your project team to get the most of your training resources and end users. You can click the image or the link below to access the Education Roadmap for more information. If you have any additional questions pertaining your training programs and rollouts or how you use our Education Services, email us directly @ servicemax.ps.customer-training@ge.com

 

 

 

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Direct link to Education Roadmap: Educational Customer Implementation Journey

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The Education Services team would like to share one of our customer's success stories. The GE Oil and Gas team's showcases the power of their implementation strategy with the efforts of combining Professional Services and the Customer Education teams. Click here to access the article.

 

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To learn more about our Education Roadmap and Implementation Journey click the applicable links.

 

Whether you're just starting an implementation or on your next phase/rollout; it's never too late to get the Education team integrated into your projects. For a look at how we can assist, please visit our Customer Education web page.

 

 

Ongoing training for current administrators and service organization just improves the outcomes you expect from ServiceMax. At the same time, new employees that need to get up and running quickly benefit from the latest training content. Continuous improvements in training materials and methods ensure a higher level of adoption success.

 

Adoption Best Practices

When you start the education process, a basic understanding of the current business procedures come first and all of the important step-by-step instruction is a top priority. With the basics, you achieve your goals – the people at the center of your efforts are prepared. But, are they dedicated to putting all of their new tools to good use?

 

With ServiceMax’s Continuing Education services a targeted program for advanced training is created to help your ServiceMax learners overcome obstacles and move past the basics. With offerings for ServiceMax best practices and refresher training, your service team puts your own ServiceMax analytics to work. Based on the results of your service team’s performance, our Education Consultants help them progress through any major hurdles in understanding and knowledge to gain a deeper appreciation for ServiceMax that boosts adoption.

 

The following education services may be offered to promote early adoption efforts within your instance of ServiceMax for your end users:

  • Application or Device Best Practices
  • Refresh and Retain Sessions

Enhancements Training

At ServiceMax we understand that perfecting field service is a continual effort in improving service delivery. Taking advantage of the latest ServiceMax functionality is the best way to stay on top of advancing technology and service practices. When you upgrade, change your service processes or enhance the usability of ServiceMax, you’ll want to revisit your training programs. ServiceMax offers a line of training services that help you keep your service team moving in the right direction for perfecting field service.
The following education services may be offered to promote enhancements and changes within your instance of ServiceMax to continue adoption efforts for your end users:

  • Enhancement Showcase
  • Upgrade Training
  • Ongoing Client Success Videos



 

For more information the Continuing Education Programs, visit our Customer Education Program webpage.

 

Once your ServiceMax application has been customized to your business process it's now time to consider how to train your end user community. Having your customer service/back office, dispatchers and field technicians trained is key to overall success of your ServiceMax implementation. Below we have outlined all of the end user training options that assist with doing so:

 

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Customer Experience: The Customer Experience Program (CXP) is intended to provide insight into both the day-in-the-life of the Field Service customer organization and the overall success of a ServiceMax Professional Services (PS) project implementation. The PS project team will observe/survey field service personnel both prior to the kickoff session and approximately 60-days after the Go Live event to measure the overall success of the ServiceMax implementation and to look for ongoing opportunities to provide value to the customer.

 

ServiceMax Readiness: This suite of learning videos provides an initial look at the ServiceMax application for your service team. It provides a general overview of the application as prerequisite training on both the browser and mobile app. With a “day-in-the-life” format it’s a perfect introduction to ServiceMax for dispatchers and field engineers.

 

UAT Preparation: The User Acceptance Testing (UAT) Preparation program provides for Education Services expertise to be employed in every aspect of UAT – from unit testing and validating features to identifying opportunities for user experience enhancements and ensuring requirements have been met. With full engagement, our consultants will be able to build UAT scripts to capture every action your testers will execute, so user stories are validated. As well, they will fully prepare testers with the prerequisite ServiceMax application training, so they can use test scripts effectively. With proper UAT preparation, your ServiceMax deployment is primed for success.

 

User Enablement:https://www.servicemax.com/services/education/customer-education/user-enablementSoftware adoption is an ongoing endeavor and it impacts the success of your deployment. At ServiceMax, maximum adoption is the main goal for all education engagements. We understand that the path to success is different for each organization, given unique training needs and preferences. That’s why we offer flexible learning options for end-user training, including role-based and train-the-trainer engagements.

 

Quick Reference Guides: ServiceMax Quick Reference Guides are portable, easy to access, simple to read and follow for all of your new ServiceMax learners. They reinforce daily tasks that promote early adoption and keep your service team engaged with the application, instead of searching documents or calling your help desk.

 

Field Service Workbook: As a customized training solution for every field service employee – dispatchers, field engineers, contract administrators and many others, the Field Service Workbook is designed to provide an on-hand supplement to training workshops and virtual sessions

 

Expert Services: From implementation planning and deployment preparation to ongoing education, ServiceMax Education Consultants help keep your training program on track. With intimate product knowledge and experience with hundreds of ServiceMax customers, our team of education consultants will provide unique training content and methods to support even the most demanding training plans.

 

Field Service Analytics: Everyone can benefit from learning about and using reporting and analytics tools. Nowadays, field service organizations cannot manage a team without them. The Field Service Analytics Workshop will help your organization understand what types of reports to use, how to develop them, when to use them and how to analyze the information from them to make informed decisions that maximize field service success.

 

Continuing Education: To promote your ongoing education efforts, ServiceMax Education Consultants create eLearning, self-paced modules for ServiceMax learners to access at any time after deployment. If you have additional training needs throughout your lifetime with ServiceMax, the Education Services team can assist with the promotion of tips and tricks and any training content for ServiceMax application enhancements. Whether your learners are new to ServiceMax or need a refresher, ServiceMax Continuing Education brings everyone up to speed.

 

For more information on the Customer Education Programs, visit our Customer Education Programs webpage.

 

Related Article: Adoption Roadmap to Success through Education

The ServiceMax Product Certification Program provides customers flexible learning options that ensure confidence and mastery in the administration and use of the ServiceMax application. Product Certification Program courses are designed to walk users through guided, interactive exercises that provide participants with measurable, attainable, and repeatable skills. You’ll gain practical experience to keep your service delivery flexible and your organization informed.

 



Here is an overview of the programs offered for your Servicemax Administrators. Click on the titles to obtain the topics covered in each workshop:

 

Introduction to ServiceMax Administration: Start your ServiceMax certification journey by taking this introductory course where you will learn the core administrative features and basics skills through real-world scenarios and hands-on exercises. As a ServiceMax Certified Administrator, you will find success in supporting your ServiceMax implementation, protecting your organization’s investment and maintaining the quality of configuration and established business standards.



ServiceMax Advanced Administration: Take your ServiceMax education to the next level with our Advanced Administration course. This course is designed for seasoned ServiceMax Certified Administrators with at least three months of experience administering the ServiceMax application. The course is user-friendly with a clicks (not code) format – perfect for our advanced business clients and daily administrators. As a ServiceMax Advanced Administrator, you will learn to extend application functionality and make mindful choices while you grow your business using ServiceMax.

 

Note: Each of the above-mentioned workshops provides you with the ability to become ServiceMax certified.

 

Maintaining Certifications

Three times per year (winter, spring, and summer), ServiceMax releases new or updated features. Beginning with the Summer ‘16 release, in accordance with these updates, all ServiceMax Product Certified Professionals will be required to maintain their certification by taking a maintenance exam with each release cycle. Once release training and maintenance exams are available and published, you will receive a communication with any necessary details.

 

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For more information, the Product Certification Programs, visit our Product Education webpage.

 

 

Related Article: Adoption Roadmap to Success through Education

On your mark…...Get Set…..GO! As you begin your journey as a new customer of ServiceMax, getting yourself acclimated to the platform and the aspect of an implementation are key. The ServiceMax Readiness Video Series is geared to initiate the learning process.

 

Here is a quick synopsis about each of the series available to you. To learn more about each of the series, click on each of the titles of each.

 

Flawless Field Service: The Flawless video series takes a look at the “Day in the Life of ServiceMax” in the following roles and their impact within a field service organization:

  • Service Leaders
  • Customer Service
  • Dispatcher / Coordinator
  • Field Mobile Ready Technician
  • ServiceMax Administrator


Application Readiness: To begin efforts of an early adoption plan, project team members, and business subject matter experts will have the opportunity of learning more about the ServiceMax platform via the Application Readiness video series. These provide a more detailed learning on basic navigation for the various devices that may be used during an implementation (i.e. browser, laptops, mobile phones or tablets). For mobile devices, it will provide installation and setup instructions, how to search and access work order information.

 

Elements of Success for Your ServiceMax Implementation Elements of Success for Your ServiceMax Implementation: The Elements of Success video series takes you through 3 of the most crucial parts of an implementation and the number of services we can provide to assist with each

  • ServiceMax understanding your current business state to better assist in gathering business requirements and ultimately solution -- (Customer Experience Program)
  • The significance of conducting an effective User Acceptance Testing to test against those defined requirements (UAT Learner Programs)
  • The ability to measure your daily operations via the ServiceMax reporting and analytics modules (Field Service Analytics Workshop)

                                                                            

For more information on our training offerings, visit our website at Education Services webpage.



Related Articles:

Adoption Roadmap to Success through Education

Each customer's needs may be different when trying to decide what ultimately determines your roadmap to success in educating your employees on the ServiceMax platform. The ServiceMax Education Services team provides a variety of offerings to assist in your adoption success as showcased in the roadmap below.

 

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                                                                              Note: By clicking this graphic you will be directed to our datasheet to provide a list of all of our offerings.

 

 

Our education roadmap provides various types of training that will appeal to all learners and offerings that cover roles from front end users to back office administrators.

  • The ServiceMax Readiness Video Series begins your journey by allowing your project team members to familiarize themselves with the "Day in the Life" of various roles, understanding core elements of the application/platform and best practices on key points during the implementation.
  • The Product Certification Program provides flexible learning options to ensure confidence and mastery in the administration and configuration of the ServiceMax application. Product Certification Program courses are designed to walk users through guided, interactive exercises that provide participants with measurable, attainable, and repeatable skills.
  • The Customer Education Program promotes ensuring your end users (i.e. Back Office, Dispatchers, Field Technicians and Service Managers) understand and adopt your business specific ServiceMax environment through the use of instructor-led sessions that include hands-on guided instruction.
  • Our Continuing Education offerings focus on the sustaining and maximizing your adoption efforts as your ServiceMax instance  changes over time and how to ensure all users are informed and educated on how these changes impact their day to day activities.

 

    

For more information on each of the programs, visit our website and respective pages.

The ServiceMax Professional Services and Education Services Teams are proud to present to you the Elements of Success Video Series. We will be showcasing world class best practices on achieving maximum results for ServiceMax Adoption and showing our commitment to providing a stellar customer experience. 

 

Here are the some of the modules to look forward to in the our series of videos. You can begin with one of our customer's most challenging topics of User Acceptance Testing (UAT). Then preview our new and exciting Customer Experience Program (CXP) to learn about how we are interacting further with our customers to help drive implementation success. Lastly, dive into the world of metrics and analytics to achieve maximum adoption results with ServiceMax. Click on the icon to access the modules associated to each topic.

 

Customer Experience Program (CXP)                  User Acceptance Testing (UAT)                     Adoption Through Analytics

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We welcome your comments/feedback regarding your experience of these modules. Let us know what you want to know more about or click the following link to inquire about your training needs (ServiceMax Learning Request).

I’ve been part of the social media movement since October 2007 starting with Twitter then moving to Facebook November 2008, next upping my game with Instagram where over a third of my posts are of my dogs, then onto small flashes with Four Square, Periscope, Pinterest and lastly SnapChat where I’m still trying to figure it out.

 

While some may think these social media sites are the best place to post cat memes (and they do), there is a host of great info out on these sites that serve up content in a way our brain best processes information.  It filters the stuff we like to see, stuff that other people are talking about, stuff we should know based on the interests we post or like, and for levity, a cat meme or two.  Sources vary among friends, news sources, political outlets, charity groups and more.

 

Like social media posts, training is best consumed in smaller amounts with a targeted outcome. There’s actually a name for it called “Micro Learning”. Micro learning delivers training in directive bursts or concepts to help shape the message to create a longer-term memory of the lesson. Often times Micro Learning segments are conducted using info graphs, Vine videos, YouTube and Tweets.

 

Early memories of Micro Learning started with Saturday morning cartoons with the “The More you Know” commercials.  The idea has evolved over time. We gave it a name and because of social media, it can live anywhere.

 

Why is Micro Learning effective? It focuses on exactly what you need to know at the time you need it. Heating up a microwave meal? The direction on the box tells you the cooking time, when to stir, and how long it needs to rest before you eat it.  The directions take seconds to read and comprehend and can easily be executed.  While you may not fully commit the details to memory, a quick skim of the information will freshen up your thoughts.Graphics_Independent2-06.png

 

How can I use Micro Learning in my business?  First of all, kudos for thinking this is a great addition to your learning portfolio. Micro Learning is not a replacement for initial training programs or the heavier lifting needed to learn new a skill, rather is leverages your primary training as a foundation.  Remember that microwave meal? The instructions don’t cover how to use the microwave, as there is a level of assumed knowledge. Micro Learning for companies is best established with an assumed baseline.

 

At ServiceMax we use Micro Learning for our new release training.  We start with the assumption you already know how to use ServiceMax so our focus on the new features skips over the basics and goes right into the heart of the new materials.

 

Providing a space for Micro Learning is a great way to get your teams to get involved in directing their own education because the topics are clear and the time commits are minimal.

 

Check out the Customer Education Community at ServiceMax to see our new release content and get some ideas for your business today.

https://community.servicemax.com/community/education/blog/2016/05/02/spring-16-release-training

The ServiceMax Training Center is officially open for business.  We built an amazing facility where our customers, partners, and employees

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can come together and learn. Product Certification Training, Field Service University, employee on boarding, continuing education, a reception event area and a recording studio all in one collaborative space nestled in our brand new headquarters in Pleasanton, CA.

 

At ServiceMax, we focus our role in working with the “&”. ServiceMax & McKinley Elevator Corporation,  ServiceMax & Coca-Cola Enterprises, ServiceMax & Luminex, ServiceMax & YOU.  Without the “&” we are just ServiceMax.  Training allows us to extend this partnership with each company. What better way to support this partnership than with education?

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Companies who invest in education (both vendor and customer) find greater success in user adoption and a reduction in support costs.

 

Our inaugural week at the Training Center hosted a VIP Advanced Admin 201 class for our top customers along side our global new hire “ServiceMax Way” class.

 

 

 

 

Left to right: Shannon Cunningham, Dan Schiess, Lisa Hazen, Linda Russell, Mark Taylor, Dana Levitt, Tye Barnes, Steve Nava, Richard Lewis, Susan Torres, Tony Cutler, Tushar Naik, Michael Diaz, Vineet Kapoor, Daniel Goldston, Justine Piccirillo, Angie Hanning

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A ribbon cutting ceremony and celebration kicked off the week, and a slice of ServiceMax culture, Orange Thursday, concluded the week. Orange Thursday is a day everyone dons his or her favorite orange and the entire HQ office sits down together for lunch.  Our customers got in the spirit, as well. Check out Terry Cavender and Richard Lewis from Pitney Bowes.  We’re pretty big fans of them, as well.

 

Master Instructor for Workshops & Certifications, Angie Hanning saw the training center for the first time just a few days before the opening. “This is a place were I would love to learn.”  We hope you feel the same way.

 

Come on by and check us out!

Did I just put myself out of a job with this title?  Hopefully not but for some of you out there that are struggling to provide training to your teams and simply don’t have the staff to create and to deliver training I have some ideas to help get you started.

 

Growing companies and businesses that have years of experience on the bench often find themselves in situations to figure out how to effectively train their staff. Whether it’s a new product, technology training, or the wisdom of senior personnel that never quite made its’ way into training manuals, we all are faced with the challenge of how to keep training current, accessible, and relevant.

 

Targeted crowd sourcing is something that is newer in the office but not new in concept.  Think of the Red Cross commercials that ask you to text $10 to a number following a natural disaster. The idea is telling people exactly what you need and how to deliver the request. If you want to participate, you don’t have to figure the logistics and the call to action is specific and swift.

 

Now let’s associate this to crowd sourcing training.  You will have to put some more muscle and thought on the planning stage, but the outcome is well worth it!

 

Getting Started – WEEK #0

Kick off your process by working with select leaders in the area where training is being requested and ask questions like:

  • What kind of training is available now?
  • How effective is the current training?
  • How do users access training?
  • What are the biggest repeatable issues that may be avoided with training?
  • What kind of support can you offer to this initiative?

Use the items to help create a training matrix.

 

 

Why a Matrix? It provides a common plan for training similar topics. Creating a checklist of sorts for training items allows contributors to have a plan for what areas to provide content and allows training consumers to have a common expectation of what is covered regarding training topics, making expectations and results consistent.

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Crowd Sourcing- WEEK #1

Setting the right tone and stage for this event is critical and can create fascinating progress is a very short period of time.

 

Crowd sourcing begins with having a select group of identified Subject Matter Experts (SMEs) on your project.

 

Invite your SMEs to a meeting and provide a high level concept of the targeted end result, then start by giving them one assignment for the week which starts will filling out the matrix with existing targeted content specific for each cell. You can link content, copy and paste, etc, but the idea is to fill in each cell with as much information that currently exists. By the end of the week you will see a rather full matrix without having creating one custom piece of content. Your SMEs will also be motivated by the results that were sourced by their peers in a short period of time.

 

Refining the Content – WEEK #2

The first week is about shaking the couch cushions, so to speak, to find out what information exists in emails, hard drives, shared sites, etc. This week is about having a review process to assess the quality of the materials that were introduced the previous week.

 

Divide SMEs into teams and parse out the materials that are relevant only the items the team is to review. Introduce a key to score each piece of content:

GREEN: Great info; can use as is

YELLOW: Good info; needs updating

RED: Has low value

BLUE: Good info but not relevant for this exercise

 

Again, no new content has been created, only items that currently exist.

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The end result gives you a quick visual regarding what information you can use. In this example, only 2 pieces of content have low value.

 

Filling in the Gaps- WEEKS #3/ 4

At this stage you have collaborated to pool content and provide a filter to keep the best items. This next step is to fill in the gaps of the content that is missing. Most people start with this stage and it’s almost a non-starter because the task that is in front of people is so daunting that getting started never really happens. Making this step 3 shows the teams how much great info is already out there and you’re almost in the home stretch!

 

Check It! – WEEK #5

Have the teams put together a checklist for the training items. If there is a topic that is not relevant for a checklist, acknowledge it in the list. For instance, if there is no installed application, you can list the item and put “not applicable” for this item. This is helpful for users who are consuming the content to know they aren’t missing a step, rather the step does not exist. Having a common check list provides for better processes and consistent outcomes.

 

Make it Flow- WEEK #6

This might be a job for your marketing team or someone with a good eye for consistent style.  Put together a template that allows the training content to flow in a logical order (follow the items on your matrix) and is easy to understand. Have a standard style and flow provides you a template for ongoing training and easy to swap out items like new troubleshooting guides, without the need to replace all of the materials.

 

Package & Deliver- WEEK #7

This is the final item! Whether you are using a Learning Management System, Wiki page or some other means to share information, make sure you package your content into one start to finish piece. This allows new users and legacy advocates to have access the same information without missing out on any content.

 

Crowd sourcing can be a huge failure or a grand success. Here are 3 items that will help guarantee your success:

  1. 1) Have a committed leader who will drive the project to the finish
  2. 2) Provide weekly, specific goals to participants. This keeps the focus tight and allows for you to make adjustments in the schedule if one task is running long.
  3. 3) Provide weekly updates on progress to leadership and the SMEs. Give credit when it’s due and keep realistic goals for timelines.

 

Crowd sourcing can be effective; you just have to know how to work the crowd!

 

Happy learning.

I’ve worked for tech companies since the 90’s and I can tell you two very important lessons I have learned are:

  1. It doesn’t always have to look pretty to work
  2. It has to work

During the earlier client/server days software was built to last, not necessarily, pretty or speedy, but products were consistently effective.  It also took 18 months to gather requirements, another 18 months to build and test the thing and absolutely no changes.  None.

 

Today 18 months means 4 to 5 product release cycles and connected products and services coming at you faster than Adele can sell another download of “Hello”. We don’t have time to lament over everything but we do focus on one key factor: It has to work!

 

In an industry where speed rules, you can’t not deliver innovation quickly.  Waiting to launch a product or service until it’s perfect is the one of the worst things you can do.  (Putting out something that doesn’t work is #1, if you were wondering.)

 

How do we do this? My team follows a Good, Better, Best rule. When developing training either for a custom engagement or for the masses, we start our process very much like any project team with requirements gathering, user impact, change models, etc. Then after all of this is complete we look at the list with our customers (internal and external) and ask them to rank their requests through Good, Better, Best.    The natural response is everything is needed but when you start talking about timelines, budget and impact to business, the necessities start to bubble up to the top.  If you wait for the entire program to be complete before you release anything, you could risk everything.

 

How to rank Good, Better, Best:

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Good: We cannot use this product without it.

Better: We would be more effective and produce fewer errors if we had this.

Best: Wouldn’t it be awesome if…

 

 

If you have ever worked in the Kano Model, this visual might resonate with you.

 

 

 

 

The challenge with many projects is requests often focus on the 'delighters' and less on the minimum requirements. Think of like buying a new smart phone. You have to consider:

  • Users & Environments
  • Usage needs
  • Features
  • Budget
  • Timing

In some cases yesterday’s ‘delighters’ are today’s ‘must be’ features. Prioritizing what you need vs. what you want can help laser in on what is important.

For someone like me, a case for my smart phone would be considered a ‘delighter’, while a good camera and social media postings are ‘must be’ features.

 

However, if you have are making decisions based on a field service technician as the user, a phone will get broken within the first week. A sturdy, weatherproof case is a ‘must be’, for this user as well as a quality phone.  The social media services may be considered a “delighter”.

 

This exercise allows you to get to Good.  To move onto Better and ultimately Best is about timing.

 

Create a plan to complete, test, and implement Good, and then add your plans to incorporate the rest. In some cases you may find your needs change over time based on what is available to you. Remember your smart phone? How many features are you finding on your Best list that are still important to you?

 

Whatever you are creating, producing or growing, it’s always a helpful to have a Good, Better, Best plan.  Just remember you are never done innovating; you’re just done with this phase.

I can’t believe it’s almost 2016! Often times in December I start to reflect on what we did the past year, mainly because we are so busy with the day-to-day, it’s nice to reflect on the body of work everyone contributed.  Did you know this year the ServiceMax training team delivered:

  • 56 Administrator Workshops which equals 224 days of Training
  • 3,744 hours of Custom Education Consulting & Training
  • 20+ Blogs & Education Articles
  • …and more!

It’s great to reflect on your successes of the year and even better to take this information to help set up next year for even more wins.

 

Success starts with great user adoption. Here are top 3 tips to get your user adoption up for 2016:

  • TIP#1: Send Out “Did you Know” posts on Chatter to share big wins of 2015.
    • EX: “Did you know Amy Johnson in Support closed 472 Cases this year? Way to go Amy! ”
    • EX: “Did you know Adam Wilson’s team increased their FTF (First Time Fix) from 40% to 83%?”
  • BENEFIT: Most people don’t realize the aggregate work they or their team may produce in a year and providing consolidated WOW moments helps users understand they do make a difference every day for your company.

  • TIP#2: Proactively Update your custom views and reports for the next calendar year. While ServiceMax offers date ranges like “This year” some view and report creators may have chosen to set up reports with hard coded dates.
    • Consider updating date ranges to use the system “Current FY” , “Current Quarter” etc. vs a Custom range with firm dates as shown below:

                                   THIS OPTION BELOW IS BEST

  • BENEFIT? Reports using your system based fiscal date ranges ensures you always have updated reports and views data.  You can make these changes now without impacting your end of year reporting and will make for a smoother transition into 2016 as your users reports will seamlessly transfer.
  • TIP #3: Proactively host ServiceMax office hours and invite users and teams.
    • EX: You can cover FAQs, review common end of year processes and answer questions
    • EX: You can offer a support for data cleanup for challenged users. (This is great as these individuals really do need more help and ending the year with clean data/records is good for everyone).
  • BENEFIT: Often people wait till the end of a quarter or cycle to update records, only to realize they have forgotten how to perform a function or missed the new training on a feature.  Plus, it’s usually a little slower pace for some offices during the holidays so take advantage of this time with additional training.

Remember, users that are knowledgeable of the product and processes perform better.  Let’s work to wrap up 2015 with a bow and start 2016 with a bang for your users!

 

Happy Holidays

I get a lot of questions regarding how much training does a company really need to be successful with ServiceMax.  The real answer is ‘it depends’. It depends on what the customer’s goals are and what resources the customer has to achieve these goals.

 

My response often starts with the question, “What are you (the customer) trying to achieve? Not just with ServiceMax but with your business?”

 

It definitely catches folks off guard.  The question turns into a conversation. This conversation includes a list of considerations including your customers’ profiles, average tenure of your employees, average lifecycle of your customers...What does your project team look like, etc.? You see, while you are seeking to implement ServiceMax, you are impacting directly and indirectly every touch point between you, your customer, and your employees.

 

Not training could cost you everything.wsj.jpg

 

Try to think of training as more than a line item in a contract; Training is an investment to enable longer-term success in areas where you want to be successful.

 

There was a great photo in this week’s Wall Street Journal.  Virginia Rometty, IBM CEO commented about Services, “Any Company that makes a product, you want to make it into a service…If you define yourself as a product you will remain wedding to the past.”

 

At ServiceMax, Training is a service. It is our job to create an environment for you that develops measurable, attainable, sustained results over time.  We treat your success as part of our success and training you effectively means providing you a paced, tiered approach to help you be successful from day 1 forward.

 

So back to the question, how much training does a company really need to be successful with ServiceMax?  I’ve laid out some steps to help you see how training can support your rollout, as well as what the risks are if training is absent from various stages of your program.

 

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Of course training should be right-sized for each company so a smaller company may informally learn through doing some of these project tasks, while a larger enterprise company may benefit from formalizing training events to align with the project timeline and goals.

 

What’s this gonna cost?

 

It varies. From a budget perspective training is typically 13-17% of your budget but there are factors that may decrease or increase this number:

  • Is this an initial phase of a project that may require additional setup of protocols?
  • Is this follow on project phase which may lessen the cost over time?
  • Have we had successes or failures in the area?

 

Training for your organization should start with a conversation about what you want to achieve as a business.  Try not to focus too tactically on only training as you may miss the mark with your goals. Choosing the right training for you should involve your team and vendor. Just remember, not training could cost you the ultimate price of being able to effectively care for your customers.

Shannon Cunningham

The ABC’s of IoT

Posted by Shannon Cunningham Employee Sep 23, 2015

I’m sure you have caught wind of the latest tech buzz phrase “IoT” or Internet of Things but what does IoT mean and why is it a big deal?

 

When I first heard about IoT it was explained to me a few different ways but none of the stories totally resonated so I politely nodded and smiled. Then last week at Dreamforce I had the distinct pleasure of watching a panel of the hottest Tech minds in the business when the light bulb of what IoT could do for business came on. Technology leaders from PWC, Salesforce, and ServiceMax presented on IoT and gave the best demonstration of IoT that I could think of: they related IoT to beer.  Genius.

 

Stay with me.

 

SCENE:

Picture a store refrigeration cooler full of beer.  In the cooler there are two censors: One-sensor tracks inventory by weight and one sensor tracks temperature.   The censor end points are transmitted to a connected database with basic rules that send out notifications based on conditions. Think of this as an automated tracker of stuff and taskmaster.

 

ABC’s of HOW IT WORKS:

As beer gets pulled from the shelves, the weigh sensor tracks the declining inventory. An alert is triggered once the beer weight hits a point to plan a restock. Why is this a cool feature? You can set up notifications and business rules to alert the store manager for internal restocking, or create an order request to the distributor. Likewise if the temperature controls seem out of range, IoT monitors the performance and can schedule immediate action for service. This can all be done without someone needing to see there is a point of failure, leaving more options to resolve sub-optimal service operations.

 

Basically IoT just saved your beer. You’re welcome.

 

How is this impactful for business?  Short term it looks like this:

iotbeer.jpg

Now imagine if you weren’t tracking a grocery store beer cooler. What if you were the Chief Facilities Officer running a large building with several elevator banks, HVAC units, fire and security controls…you get the idea. This is where IoT transitions from being something cool to something remarkable.  The goal for the building is to operate focusing on top tier efficiency and safety levels at all times.  This standard takes data, scheduling, effective equipment uptime, appropriate service level agreement contracts, and much more.  Incorporating IoT as part of the managing solutions suite for these devices and mechanics facilitate resolution options and scheduled repairs well before any point of failure notification a device may trigger. IoT can track the number of trips an elevator makes, peak usage times, floors covered, average weight per ride, and proactively schedule preventive maintenance, and plan rest or service down times to reserve usage for where it’s needed.

 

These are two ends of the IoT spectrum in action. Think about how IoT can work in your world.  What if you set a budget and comfort level with your utilities and home security company. Instead of looking at your bill each month and try to managing your daily usage the next month, the utility and security companies worked together and with you and took into consideration the weather, your home schedule, ideal comfort level and proactively set temperature controls and security scans throughout the day. If there is a spike in usage or unusual activity you are alerted with realistic options on how you want to resolve the issue.

 

You’ve heard the term business partners. Think of IoT more like your business neighbor.  IoT keeps an eye out for you.  It’s as simple as ABC.