Training & Education Updates

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Training & Education Updates

Employee
Employee
‎03-08-2018 12:32 PM

The winter Olympics got me thinking about achieving excellence.   Being an Olympic athlete means you have excelled to the top of your game, you are the best of the best.  But how did these athletes make it there?  What made them the best?

Imagine being a top athlete and your told by your coach that you have to play a new game.  You are expected to drive positive results and win the game, but the only information you are given is where to be and when.  You show up to play as you were told to do, but you don’t know the game or the goals of the game.  You don’t know the equipment or if you have teammates.  There is limited instruction, no rules, no practice and no resource offering support for your questions.  How effective would you be at playing, driving positive results and winning that new game? 

Answer: Not very effective.

This is the scenario many businesses force onto their teams.  Professionals at the top of their game expected to delivery positive results, usually better than current results in a completely foreign, unique environment with little to no instruction and support.  Like the Olympics, businesses are results focused.  If you want to achieve top results then you need to provide the knowledge, tools, direction and support to help your team achieve success.

Field Service implementations can only be successful with end user adoption. You cannot achieve gold medal performance without your players being prepared and committed.  This blog series is geared for business leaders who want to understand how to drive their teams to Gold Metal adoption.  I will share best practices for planning, preparing and executing adoption results with your teams 

Gold Metal Adoption is achieved by executing four key principles. 

  1. Prepare Your Team – Identifying and plan for the people, the processes and the technology affected by your project.
  2. Communicate Effectively- Sharing news and key information about your ServiceMax project with leadership and teams early and often
  3. Educate With Purpose- Focusing your efforts around your audience, delivery method, business environment and the most useful formats for content
  4. Provide Comprehensive Support – Planning for resources, feedback channels and tools that support your team’s needs from beginning to well after the project is complete

These core principles are as central to your success as a business as they are for the success of any Olympic athlete.  Each Olympian has come from a well thought out plan including the right coaching, partners and opposition to grow and develop. They had the tools to put their plan into action; the leadership to drive their performance forward; the training to understand, develop and improve; and the support to work through their challenges and strive for more. 

This Olympic Blog Series will provide you with the tools to create the Gold Medal team you are meant to have. 

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‎12-14-2017 06:24 AM

Many of you as prospects or customers may question what is the purpose of Education Services and what is the impact it brings to your organization in the form ROI and Adoption. Look no further. TSIA has written an excellent blog that provides insight into the power of educating your employees. Click the image below to learn more.

If you have any questions on how we can assist with your training efforts for your end user community, contact us at servicemax.ps.customer-training@ge.com

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‎07-10-2017 08:21 AM

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

Education Roadmap.png

Direct link to Education Roadmap: Educational Customer Implementation Journey

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3 3 450
‎08-23-2016 10:45 AM

readiness-badge (1).png

Welcome to the ServiceMax Field Service Platform journey. One of the first steps in getting your project team or end users more familiar with ServiceMax is through our Readiness Video Series. This suite of learning is geared to provide an insight to the ServiceMax applications, using both the browser and the various mobile devices. They provide a general overview of the typical day in the life of ServiceMax as it relates to the Dispatcher and Field Engineers, followed by setup, basic navigation and some general processes attributed to their roles. These videos are designed to serve as an introduction to the ServiceMax application to increase system adoption to the key users. The ServiceMax Education team will then supplement this initial learning via instructor led courses for each customer's specific business processes.

Here is a list of training videos for you to preview on each of the devices used for your implementation. It is strongly recommended for you to view the videos in the order they appear. Simply click on the related link to begin watching. If you have any questions regarding the modules presented or are interested in finding out more information about how we can assist in your training needs, contact us at training@servicemax.com.

ServiceMax BrowserServiceMax iPad ApplicationServiceMax Mobile for Laptop (MFL)ServiceMax iPhone Application

Day in the Life of a Dispatcher

Browser Navigation Basics

Browser Global Search

Browser Tabs & Objects

Browser Record Page Layouts

Browser Service Flow Managers Buttons

Day in the Life of a Field Engineer

iPad Application Installation and Initial Login instructions

iPad Basic Application Navigation

iPad Access Work Order Information

Day in the Life of a Field Engineer

MFL Application Installation and Initial Login instructions

MFL Basic Application Navigation

MFL Access Work Order Information

Day in the Life of a Field Engineer

iPhone Application Installation and Initial Login instructions

iPhone Basic Application Navigation

iPhone Access Work Order Information

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‎08-23-2016 10:08 AM


This module will provide information on the page layout of a record in the ServiceMax application, such as, hover links or related lists, Service Flow Manager buttons, sections and fields.

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0 0 334
‎08-23-2016 10:05 AM


This module will provide with instructions on the various tabs and objects used in ServiceMax. You will focus on how to customize your tabs based on your preference, utilizing tabs to filters, and reviewing specific records.

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‎08-23-2016 09:40 AM


This module will provide with instructions on how to utilize the Global Search feature to locate records in the ServiceMax browser application. It will showcase the wildcard, pin to top, & features.

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Employee
Employee
‎08-08-2016 09:17 AM

It's All About Field Service Domain Expertise!

ServiceMax is focused on ensuring the success of our customers, consulting partners, and all who are involved in field service. In order for your organization to be as effective as possible, it is crucial that you develop a deep and relevant set of domain expertise.

The ServiceMax Field Service University courses 1 & 2 are part of this domain training. FSU001 & FSU002 courses are delivered via a mix of online eLearning and a 2-day intensive workshop designed for those who are required by their organization to be certified in the field service domain, or those who are simply looking to expand their knowledge in the industry.

In FSU001, you will learn the basics of field service—everything from terminology, to roles, service types, connections to other organizations, and the key metrics used to manage and run the business. (Available online)

In FSU002, you will learn advanced topics of field service—everything from building a business case for service value realization, to service strategies, advanced metrics and KPI’s, optimization, the service/supply chain connection, and reporting for business value. (Available in a classroom setting)

’re committed to expanding the world’s knowledge of field service, so we offer access to our FSU001 course as a FREE online eLearning tool.

If you are interested in starting your field service domain expertise journey - sign up today for FSU1 - It's free and provided online for your convenience!

Register for FSU1

Then further your field service expertise by attending FSU2 in person! - Check out our website for the current schedule:

Field Service University 2

If you would like to arrange a customized class for a group of employees, please contact fsu@servicemax.com

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Employee
Employee
‎07-31-2016 10:32 PM

Who benefits from Reporting & Dashboards in ServiceMax?

The answer to this very important question might surprise you.  Reporting in ServiceMax should touch EVERYONE in your organization that is using ServiceMax. From the technician, to IT support to business leaders, everyone can benefit from reporting efforts. 

There are four key roles your Servicemax users can serve when it comes to reporting. 

roles.jpg

  • Basic Report User is someone like your technician or call center representative who is strictly using reports to review and manage their day-to-day business. Implementing reporting for your basic users can be a huge value-add because it puts the power of knowledge into each users hands. 

For example, a technician can use a Trunk Stock Report to review and manage his stock needs on a daily basis.

  • Report Builders are often basic report users but with the added responsibility for identifying and developing reporting for their business teams.  This group may or may not be in a leadership role for your business Report builders should be involved in the planning, preparing, development and use of Servicemax reporting.  For example, a lead dispatcher might identify and create a technician utilization report that might be used by all dispatchers. 

  • The third role is Report Administrators.  This group has extended administrative rights to allow them to govern the reporting process, such as cleaning obsolete reports or developing unique report record types for report builders to use.  This person may be in IT or in your business unit.  Regardless there should only be a few people with this role to ensure the integrity of reporting governance.   An example for an Administrator would be the creation of a new report type that provides work orders without work details as an exception report for managers to use to coach their teams.  

  • The final reporting role is Business Leaders.  These are your managers and executives at all levels who depend on reporting to manage and improve their day-to-day business. Business Leaders are the driving force behind ServiceMax reporting.  They are responsible for identifying expectations of system use and key performance indicators that need to be measured.  How this group uses reporting in their day-to-day business determine the success and adoption of a ServiceMax implementation.

Reporting and Dashboards can and should be a critical part of your ServiceMax implementation.  From your front line staff to your top executives the use of reporting can impact great change in your organization.  The new ServiceMax Field Service Analytics Workshop is designed to train your whole team on using reporting to maximize business results.  Here is a link to the first of three Elements of Success Videos related to Field Service Analytics.  To learn more this program you can contact our training team at Training@ServiceMax.com.

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7 1 338
‎06-08-2016 11:36 AM

ServiceMax is hosting our annual conference June 13-16 in San Francisco. In addition to hearing and interacting with Field Service Industry leaders, checking out the latest in technology advances showcasing augmented reality and virtual reality (AR/VR), you will also have a the opportunity for hands-on training in the expo hall.

profmax.pngStop by and visit the “Elements of Success” Training Center featuring interactive, self-paced training. Meet Professor Max and follow him as he guides you through Basic and Advanced lab paths featuring eight different learning experiences.

Enhance your Maximize experience and download the ServiceMax App and earn points by participating in the Training Center. http://maximize.servicemax.com/

If you’re interested in learning more about user adoption, customized training, and certifications, please talk to Training Center staff members.  You can easily spot us in our lab coats.

We look forward to seeing you at Maximize.

Happy Learning

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2 0 311
‎05-24-2016 07:34 AM


The ServiceMax Professional Services and Education 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.

Our second element of success is the key element of incorporating ServiceMax into the project lifecycle from beginning to end and beyond.  The Customer Experience Program (CXP) emphasizes the power of collaboration between the ServiceMax and the customer by conducting observations and shadowing for specific to truly understand the "Day in Life" of their Field Services operations prior to and after the ServiceMax implementation.

The following video will provide the following information to learn more about the CXP.

  • CXP Overview, Missions and Charter
  • Program Benefits and Goals
  • Roles and Responsibilities
  • Sample surveys for customer's audience

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1 0 254
‎05-23-2016 01:50 PM


The ServiceMax Professional Services and Education 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.

Our third element of success is the key element that brings ServiceMax to life for your implementation.  Utilizing Reporting and Analytics puts the power of the systems information into the hands of your users to help them maximize business results.

The series consists of 3 modules that build upon each other to create a complete understanding of the value of Reporting and Analytics and key tips on how to incorporate the use of reporting into your ServiceMax implementation. To access the other modules in this series click the module name.

Module 1: Reporting & Analytics Introduction, Purpose and Goals

In this module you learn what reporting and dashboards are, what purpose they serve in your implementation and the key benefits you will gain by using reporting and analytics.

Module 2:  Reporting Types & Processes

We break down your understanding of the types of reporting that can significantly impact your business, how to implement reporting and the roles your team plays in making reporting a successful part of your implementation.

Module 3:  Reporting Key Metrics and Support

This final module of the series provides you with some best practices and key metrics to measure with reporting, while providing a high level overview of support resources that are available to help you achieve reporting success.

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1 0 247
‎05-23-2016 01:43 PM


The ServiceMax Professional Services and Education 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.

Our third element of success is the key element that brings ServiceMax to life for your implementation.  Utilizing Reporting and Analytics puts the power of the systems information into the hands of your users to help them maximize business results.

The series consists of 3 modules that build upon each other to create a complete understanding of the value of Reporting and Analytics and key tips on how to incorporate the use of reporting into your ServiceMax implementation. To access the other modules in this series click the module name.

Module 1: Reporting & Analytics Introduction, Purpose and Goals

In this module you learn what reporting and dashboards are, what purpose they serve in your implementation and the key benefits you will gain by using reporting and analytics.

Module 2:  Reporting Types & Processes

We break down your understanding of the types of reporting that can significantly impact your business, how to implement reporting and the roles your team plays in making reporting a successful part of your implementation.

Module 3:  Reporting Key Metrics and Support

This final module of the series provides you with some best practices and key metrics to measure with reporting, while providing a high level overview of support resources that are available to help you achieve reporting success.

Read more
1 0 250
‎05-23-2016 01:33 PM


The ServiceMax Professional Services and Education 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.

Our third element of success is the key element that brings ServiceMax to life for your implementation.  Utilizing Reporting and Analytics puts the power of the systems information into the hands of your users to help them maximize business results.

The series consists of 3 modules that build upon each other to create a complete understanding of the value of Reporting and Analytics and key tips on how to incorporate the use of reporting into your ServiceMax implementation. To access the other modules in this series click the module name.

Module 1: Reporting & Analytics Introduction, Purpose and Goals

In this module you learn what reporting and dashboards are, what purpose they serve in your implementation and the key benefits you will gain by using reporting and analytics.

Module 2:  Reporting Types & Processes

We break down your understanding of the types of reporting that can significantly impact your business, how to implement reporting and the roles your team plays in making reporting a successful part of your implementation.

Module 3:  Reporting Key Metrics and Support

This final module of the series provides you with some best practices and key metrics to measure with reporting, while providing a high level overview of support resources that are available to help you achieve reporting success.

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3 0 295
‎04-19-2016 02:57 PM

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

     customerexperience-badge (3).png                        uat-badge (4).png                               analytics-badge.png

                                                                                     

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).

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Employee
Employee
‎01-26-2016 01:46 PM

Are you a ServiceMax Certified Customer?  If so, we want to hear from you

We continually strive for a better student experience and your input is critically important to the quality and success of the ServiceMax Certification program.

Please take a moment to complete our survey for your chance to win a FREE SEAT to an Advanced Administrator SVMX201 course in 2016!

(*$3,000 value!)

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*Must be a ServiceMax Certified Administrator & customer to qualify

*Survey closes February 5th, 2016.  Winner will be notified via email. 

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Employee
Employee
‎10-07-2015 03:58 PM

Our field techs are very mobile, they travel across North America servicing Cell Network infrastructure ( towers etc.).  Our ServiceMax implementation was a major improvement in how we stay connected with this team.  We have dabbled in using Chatter as a social-style engagement platform, but are very interested in learning how other companies use it effectively.  I am open to any and all content and ideas on this topic.

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3 8 855
‎09-23-2015 11:24 AM

Summer '15 - Online

  • Custom Service Contract Discount and Coverages
  • Scheduled Work Order for Counter Readings

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0 0 115
‎08-31-2015 11:57 AM

iOS - iPhone

  • Advanced Sync Conflict Resolution
  • Sync Reports
  • Collaboration app - An App for Push Notifications

iOS - iPad

  • Collaboration app - An App for Push Notifications
  • Offline Formulas
  • Get Price coverage of Types of Parts in Contracts
  • Sync; Scheduled Config, Configurable Aggressive and Successive
  • SFM Custom Action Outbound URL or Webservice
  • Application Lock Out
  • Service Report Sync Status in Tools

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2 0 298
‎08-26-2015 02:39 PM

Summer '15 - Dispatch Console

Edition - Enterprise, Rapid and Express

     Enhanced Speed Performance

     Display Dispatcher's Current Time Zone

     Super Dispatcher can Push Individual Settings

     Enable use of Event Type Field in Non-Work Order

Edition - Enterprise

     Advanced Tech Search - Control Display of Tabs

     API to Manage Skill Sets on Work Order

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