Strategic Asset & Service Management Hanspeter Thueler Regional Director Northern Europe Terralink IT-Summit 2006

©2006 MRO Software, Inc. CONFIDENTIAL 2 Experienced Proven Secure Corporate overview – MRO Software  Founded in 1968  Fiscally Sound and Profitable  10,000+ customers  Web Architected since 2001  8 Years of ITAM Leadership  Verified for ITIL Service Support Enhanced

©2006 MRO Software, Inc. CONFIDENTIAL 3 Key shifts in asset management 1.Refocus from the asset to the function it performs 2. New service mentality towards internal asset management 3.Increased out-sourcing of asset management Three dynamics driving asset and service management together:

©2006 MRO Software, Inc. CONFIDENTIAL 4 The cause of this shift…  Supporting Systems  Numerous “niche” systems  Excessive overlap  Difficult to manage data  Limited agility  Business Processes  Fragmented  Limited standardization  Limited alignment with business goals OPERATIONAL ASSETS IT ASSETS

©2006 MRO Software, Inc. CONFIDENTIAL 5 But organisations desire…..  Supporting systems  Rational suite  Architecturally modern  High degree of agility  Business Processes  Single set, supporting business and IT operations  Aligned with business goals  Standardized ASSETS

©2006 MRO Software, Inc. CONFIDENTIAL 6 Reason is that technology is everywhere  Organisations are dependent on technology  Organisations use technology to manage:  Risk and complexity  Productivity  Efficiency  Competitive advantage  Technology Drives Top and Bottom Line Revenue  Historical “unintelligent” assets are now technology driven  Facilities, Roadways, Rail Track, etc… Intelligent AssetsUnintelligent Assets

©2006 MRO Software, Inc. CONFIDENTIAL 7 What we do Provide broad, best-in-class capabilities for the management of critical assets & supporting processes that drive the business Production Equipment Transportation Assets Facilities IT Hardware and Software Power generation equipment Refineries, chemical plants Manufacturing lines Corporate buildings Hotels, hospitals Airports, government facilities Rail, rolling stock Over-road vehicles Ships, aircraft Servers, laptops, network devices Software configurations, licenses Help desks We Enabling Operational Efficiency and Consolidation

©2006 MRO Software, Inc. CONFIDENTIAL 8 Maximo – Driving Business Value Providing a best-in-class asset management solution that … Extends asset life and maximizes lifetime return on asset investment Drives a more focused and efficient workforce Improves management of asset related parts and material inventory Manages risk and compliancy to government safety and environmental regulations Prioritizes asset management initiatives in line with organization priorities

©2006 MRO Software, Inc. CONFIDENTIAL 9 Maximo - Driving Business Value Combining asset and service management Asset management combined with service planning, service delivery and service performance management capabilities. Clear organizational commitment to asset performance in alignment with business objectives Measure success with metrics and KPIs Pre-defined escalations and notifications allow proactive asset management to meet or exceed service level commitments

©2006 MRO Software, Inc. CONFIDENTIAL 10 Maximo - Driving Business Value Lower total cost of ownership Set of solutions on a single platform with common architecture allows consolidation of asset and service management systems. Technology benefits Fewer integration requirements Lower IT administration costs Lower IT system investment Business benefits Lower end user training costs Consolidated information Faster upgrade to new solutions

©2006 MRO Software, Inc. CONFIDENTIAL 11 MXES - Driving Business Value Comprehensive outsourcing solution Core enterprise application on which 3 rd party service companies run their business. Drive down service delivery costs and improve margins Increase customer retention and contract renewal rates Effectively handles financial transactions and billing

©2006 MRO Software, Inc. CONFIDENTIAL 12 ECPweb IT Asset Management tool review

©2006 MRO Software, Inc. CONFIDENTIAL 13 MRO extends Gartner MQ leadership position in EAM © 2006 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

©2006 MRO Software, Inc. CONFIDENTIAL 14 Industry Solutions Providing deep functionality for differentiated markets…….. Pharmaceutical Oil & Gas Nuclear Transmission & Distribution Transportation

©2006 MRO Software, Inc. CONFIDENTIAL 15 High level system architecture

©2006 MRO Software, Inc. CONFIDENTIAL 16 Asset Management Work MgmtIncident Problem Materials Mgmt Procurement Change Release Configuration Safety Cost Planning & Scheduling Resource Management Preventative Maintenance Contract Mgmt CMDB PR’s, PO’s RFQ’s Invoices Receipts Inventory Thresholds Tools Storerooms Conditions Leases Warranties Purchase Labor Master Work Orders Activities Job Plans Incidents Global Issue Failure Reporting Problems Know Errors Solutions Changes Job Plans Releases Dependency Projects CI’s Relationships Item Master Systems Production AssetsIT AssetsFacility AssetsTransportation Assets Service Request Work Log Communications Service Management Service CatalogSLA’sOLA’sService DeskSelf Service Hazards Precautions Plans Reporting and Governance The Business: (Missions, Goals, Customers, Users) Maximo the Solution Set

©2006 MRO Software, Inc. CONFIDENTIAL 17  Request a service  Self Service” capabilities  Search for Knowledge/Solutions/FAQs  Status updates of Request  integration Interacts with other ITIL processes:  Interaction with Incident and or Change Management  SLA interaction Service Request

©2006 MRO Software, Inc. CONFIDENTIAL 18  Incident logging and detection  Classification and initiating activity  Investigation and diagnosis  Business service and criticality identification  Resolution and logging of work rounds  Knowledge/Solution/FAQ creation and maintenance  Quick Recovery Interacts with other ITIL processes:  Interaction with Problem and/or Change Management  SLA interaction  Visibility of CI data, including Authorized, Deployed (Discovered) and Reconciliation Results Incident Management

©2006 MRO Software, Inc. CONFIDENTIAL 19  Problem and error control  Rout cause analysis  Work round identification  Identify transition solution  Creation and maintenance of a Known Error database  Implementation of remedial action to prevent issues from reoccurring  Trend analysis  Proactive problem management activities Ties to other processes:  Interacts with Change and Release Management  Associate Incidents  SLA interaction  Visibility of CI data, including Authorized, Deployed (Discovered) and Reconciliation Results Problem Management

©2006 MRO Software, Inc. CONFIDENTIAL 20  Identification, Assessment and Authorization  Identify and Classify RFCs  Planning and Scheduling  Implementation and Review  Emergency RFC  Its about a controlled and understood process that includes 1 or more approval stage to making planned alterations to the technology infrastructure in line with supporting business goals Ties to other processes:  Interacts with Incident  SLA interaction  Visibility of CI data, including Authorized, Deployed (Discovered) and Reconciliation Results Change Management

©2006 MRO Software, Inc. CONFIDENTIAL 21  Identify and Classify Releases  Planning and Scheduling  Rollout planning  Distribution interaction  Manage and control the release cycle through workflow Ties to other processes:  Hierarchical association between Changes and Releases  Associate Incidents  SLA interaction  Visibility of CI data, including Authorized, Deployed (Discovered) and Reconciliation Results Release Management

©2006 MRO Software, Inc. CONFIDENTIAL 22  Identification, Assessment and Authorization  Classify Solutions (FAQ, Known error, work-round, solution, knowledge)  Maintenance of knowledge through the use of workflow Ties to other processes: - All processes are tied into Knowledge Knowledge base

©2006 MRO Software, Inc. CONFIDENTIAL 23 SLA application is used to encapsulate the business goals as they apply to the IT infrastructure, to ensure that critical business services are maintained and improved over the duration of these agreements. SLA must be:  Reasonable  Appropriate  Measurable  Achievable  And incremental Service Level Management

©2006 MRO Software, Inc. CONFIDENTIAL 24  No specific Availability Application (out of the box)  Meters used to record specific Availability measures, such as downtime.  KPIs used to calculate service level Availability metrics  Escalations and Workflow used to monitor and proactively notify Availability Management

©2006 MRO Software, Inc. CONFIDENTIAL 25 Support by the IT Asset Management Solution  Control and Planning  Verification and Auditing  Maintenance and Status  Cost Control  License management  Use and Service Support Ties to other processes: - All processes are tied into Configuration Management Configuration Management

©2006 MRO Software, Inc. CONFIDENTIAL 26 Putting it all together Infrastructure Distributed Users Cost Control Knowledge Manage Providers Usability Process Consolidation Connectivity System/Process Integration Analysis and Selection Maintenance Contract Normalisation Prevention History Budget SLA Finance Integration

©2006 MRO Software, Inc. CONFIDENTIAL 27 Solving Our Customers’ Problems  Achieving better business results with better asset management by supporting service management practices  Enabling proactive performance management – intervention to avoid service failure, restore service as fast as appropriate  Managing more of the enterprise through the adoption of a single standards based platform

©2006 MRO Software, Inc. CONFIDENTIAL 28 Driving Business Value - Summary Drives higher revenue  Increased asset availability, reliability, uptime for improved business performance Drives lower costs  Optimized labor and efficient material/inventory management Drives business system consolidation  Single platform for broadest asset and service management needs Drives risk management  Supports compliance with government, environmental, safety regulations and software licensing

©2006 MRO Software, Inc. CONFIDENTIAL 29 Strong Market Position and Coverage

©2006 MRO Software, Inc. CONFIDENTIAL 30 Any Questions?