APM & Field Service Integration

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2 Delivering Predictive Service Through APM & Field Service Integration DAVID OVADIA Director of Product Marketing, APM GE Digital MICKI COLLART Sr. Manager, Product Marketing ServiceMax from GE Digital

3 Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime

4 Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime

5 Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime

6 Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime

7 Why transform field service? For Equipment Manufacturers High-margin services growth New business models For Equipment Operators Increase technician productivity Is software eating the world? Improve uptime

8 Putting the Prediction in Predictive Service

9 GE Digital s APM Improves Reliability, Minimizes Costs, and Reduces Risk Improve Availability & Reliability GE Digital s APM maximizes customer outcomes by balancing traditionally competing priorities. Outcomes Reduce Costs Manage Risk

10 GE Digital s APM Covers the Spectrum: People, Process, and Technology Criticality, Failure Modes Damage Mechanisms Strategy Optimize Plan Risk Change Strategy Operations & Maintenance Drive Work (repair) Re-evaluate Risk Analytics + Action Connect / Collect - Sensor Data / Alerts / Events - Inspection Data / Alerts / History Events

11 APM Business business case: Case: equipment Equipment manufacturers Manufacturers Optimize performance of assets to reduce asset lifetime cost and increase asset lifetime revenues. Pre-APM Post-APM Aftermarket revenue expansion Service revenue Equipment upsell Profit Profit Top/Bottom Line Business Value Cost Cost Reduce asset lifecycle cost R&D cost Warranty cost Service cost

12 APM Business business case: Case: equipment Equipment operator Operator Optimize performance of assets to increase reliability & availability, minimize costs and reduce risk Pre-APM Post-APM Top/bottom line Business Value Profit Cost Profit Cost Higher availability & capacity Lower Operation & Maint Cost Availability Reliability Maintenance interval extension Emergency repairs Workforce/part optimization

13 Equipment Performance APM Enables Predictive Maintenance More time to plan & Less equipment damage Functional failure Predictive Condition-based Equipment offline (trip) Time

14 Putting the Service in Predictive Service

15 What is ServiceMax? Six Categories of Field Service Management Application Functionality by Jim Robinson, Gartner, July 2016 DEMAND MANAGEMENT IoT Integration Customer Portal CRM Integration WORK PLANNING Scheduling Optimization Dispatch Parts Trunk Stock TECHNICIAN ENABLEMENT Scheduling and Routing Knowledge Base Installed Base Mgmt. Entitlements WORK ORDER DEBRIEF Time Material Expenses Work Debrief Close-Off ANALYTICS AND INTEGRATIONS Reports Dashboards Service Performance Metrics OPERATIONS Warranty Planned Maintenance Contracts Invoicing Reverse Logistics Depot Repair RMA

16 The Field Service Effect Increase in service revenue Increase in technician productivity 13% 18% GROWTH & REVENUE CUSTOMER EXPERIENCE Increase in contract renewals Increase in Net Promoter Score 11% 11% 13% AVERAGE RESULTS FROM OUR CUSTOMERS 15% 8% Decrease in service cost 19% Decrease in compliance incidents PRODUCTIVITY & EFFICIENCY COMPLIANCE Decrease in repair time Reduction in safety incidents

17 Equipment Performance ServiceMax Ensures Effective Response Proactive Maintenance Reactive Break-Fix Service More time to plan & Less equipment damage Functional failure Predictive Condition-based Equipment offline (trip) Time

18 Separate Systems for Assets and People Asset People Decision Cycle in APM Predict Diagnose Prioritize Execution Cycle in FSM Schedule Remedy Record

19 The State of Business Process Automation Transferring Alerts from PdM ARC Advisory As Industrial IoT with PdM grows, this lack of business process automation with become increasingly unsustainable.

20 Closing the Automation Gap APM + SERVICEMAX Asset People Decision Cycle in APM Predict Diagnose Prioritize Resources Recommendations Feedback Execution Cycle in FSM Schedule Remedy Record

21 End-to-end Process For Better Asset Outcomes SENSOR READING/METRIC SYSTEM ALERT TIME SERIES ANALYSIS COLLABORATE CASE / SERVICE REQUEST SCHEDULE / DISPATCH ENGINEER SERVICE RECORD KPIs to learn and optimize for better failure detection and asset decisions

22 DEMONSTRATION

23 APM ServiceMax Integration

24 Take The Next Step To learn more about this topic, please take the following next steps 1. Get a demo of these solutions working together Ask to see ServiceMax and APM at the Manufacturing booth 2. Get a deeper understanding of each solution Ask for in-depth demos at APM and ServiceMax booths

25 Thank You

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