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Maintenance management

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General principles

Maintenance Options

There are three types of maintenance:

Planified

This type of maintenance corresponds to the classic case: an intervention has been planned and approved internally.

Triggered just before

  • First scenario: Forgetting to plan. The person in charge of maintenance thinks about it just before starting.
  • Second scenario: Urgent maintenance request but validated internally.

Triggered after or during

  • First scenario: Forgetting by the technician. Maintenance was created after the fact so that reporting is correct in terms of the availability rate.
  • Second scenario: A maintenance has been carried out by a customer who did not give prior notice.

 

Status of a maintenance

A maintenance can have four statuses:

  1. Planified: Maintenance has not yet started.
  2. In progress: maintenance has started and is not finished.
  3. Completed: maintenance is over.
  4. Canceled: maintenance has been removed and is no longer visible on the interface.

 

Characteristics of a maintenance

Maintenance is characterized by the following points:

  1. The elements concerned :
    • Hosts
    • Unit service
  2. A start date
  3. An end date
  4. The planner (= the user who created the maintenance)
  5. The intervener(s)
  6. Description of maintenance
  7. The contact(s) to be notified
  8. The applicant (partner / customer)
  9. The consideration (or not) of maintenance in the calculation of the availability rate of the element associated with maintenance.

General maintenance behaviour

When the maintenance mode is active on a piece of equipment or a unit service, the supervision behavior is as follows:

  1. Discontinuance of notification
  2. Supervision continues with its normal setting. The objective is to follow the real behaviour of the elements in order to help the technician in his operation.
  3. At the beginning of the maintenance period, if the maintenance notification has been activated, an email is sent to the selected recipients.
  4. At the beginning of the maintenance, a warning appears in the form of a notification pop-up:
    • Case of a maintenance on a customer in outsourcing mode : the notification will be visible to the connected and attached users :
      • at the company/site of the maintenance creator
      • to all partner sub-sites up to the partner site to which the company/site where the maintenance will be carried out/declared is attached, and by the maintenance personnel.
    • Case of a maintenance on a partner The notification will be visible by the connected users of the company/site of the maintenance creator, by the intermediate sites of the company/site where the maintenance will be carried out/declared, and by the maintenance workers.
    • Case of maintenance on a customer in resale mode The notification will be visible to the connected users of the company, to the intermediate customer sites of the company/site where the maintenance will be carried out/declared, and to the maintenance staff.
  5. If a user logs in during a maintenance according to the previously defined rules, he will be notified by a notification pop-up. If a maintenance is declared during its maintenance period then notifications (mail + pop-up) will be sent.
  6. If desired, the time spent in maintenance can be excluded from the availability calculation so as not to distort the statistics.
  7. Maintenance is identified at the level of its components (equipment and unit service) in technical operation by means of a wrench icon. It is only identified when it is in process and for all statuses.

Careful:

  • There cannot be two maintenances at the same time for a given element, whether they are identical or overlapping. An alert pop-up with an error message will warn the user that there is already a scheduled maintenance with the information of the maintenance in question.
  • It is not possible to create maintenance on items with an undefined status.
  • The creation of a maintenance at the level of a piece of equipment always leads to the creation of the same maintenance at the level of its unit services. This maintenance will be represented by the icon above at the level of the equipment AND unit services.

Information :

All items selected for maintenance belong to the same maintenance. This will be identified by a unique ID in the supervisory application.

 

Creation of a maintenance

There are several ways to create a maintenance:

  • By selecting elements at the technical operation level
  • Without item selection
  • From an equipment
  • From a unitary service.

 

From technical operation

With prior selection of elements

All you have to do is tick the element(s) visible in the technical exploitation and then click on the button Create a maintenance. The maintenance configuration pop-up window opens.

ServiceNav - create maintenance

 

Without selection

Click directly on the button Create a maintenance. The maintenance configuration pop-up window opens.

 

From an equipment

The creation of a maintenance at the level of a piece of equipment always leads to the creation of the same maintenance at the level of its unit services. If a unit service is already included in a maintenance, then it is not possible to create the maintenance. An alert pop-up with an error message will warn the user that there is already a planned maintenance with the information of the maintenance in question.

From the general tab

From technical operation, click on the equipment on which maintenance will be planned. The equipment detail pop-up appears. From the Detailsclick on the action Create a maintenance. The maintenance configuration pop-up window opens.

ServiceNav - Maintenance - creation from a piece of equipment

 

From the "Maintenance" tab

From the tab Maintenances of the equipment detail pop-up, and then the tab Plannedclick on Add. The maintenance configuration pop-up opens. If the Item is in undefined status, the button Add will be disabled.

ServiceNav - Maintenance - creation from the maintenance tab of a piece of equipment

 

From a unit service

The creation of maintenance at the level of a unitary service is performed in the same way as for a piece of equipment. This does not lead to the creation of the same maintenance at the level of its equipment only the unit service(s) will be concerned.

 

Maintenance setup

Items Tab

ServiceNav - Maintenance - selection of components

The pop-up for adding a maintenance opens on the tab Elements.

  • Creation pop-up with pre-selection of elements in technical evaluation : the selected elements are automatically checked in the table of elements.
  • Creation pop-up with no element selected from technical evaluationThe table lists the elements visible at the technical operation level, sorting alphabetically by equipment name.

 

For a selected piece of equipment, if the option Display unit services is at Yes, If this is the case, then the unit services of this equipment are automatically checked in the item table.

The column Impact 1er level indicates whether the selected item has an impact in the SI at 1er level, i.e. on a user service or on a piece of equipment.

By hovering over user service and equipment icons, the list of impacted items can be viewed in detail.

The number indicated next to these icons represents the number of items that will be impacted by this maintenance, with the most important impact; the character + indicates that there are also other but less significant impacts.

The color of the icon reflects the dependency of the selected item on the user service or the impacted equipment:

  • Red: blocking relationship, "parent" equipment.
  • Orange: degrading relationship, "child" equipment.

Planning tab

ServiceNav - Maintenance - Planning

  • Applicant: Maintenance can be requested by the partner/service provider or by the customer/IT department. This information will be used in the reports to justify the time spent on maintenance.
  • Exclude from the unavailability calculation? : Time spent in maintenance: Time spent in maintenance can either be counted in the availability calculation or excluded.
    • Yes The availability time slot will not take into account the time spent on maintenance.
    • No : any actual unavailability during this time slot will be counted.
  • StartMaintenance start date and time: allows you to indicate the maintenance start date and time.
  • End: allows you to indicate the date and time of the end of the maintenance.

Information Tab

ServiceNav - Maintenance - Information

This tab makes it possible to inform the actors (called interveners) who will carry out the maintenance, as well as its description.

The list of contributors is based on the list of users attached to the company on which the maintenance is declared AND the list of the user's attachment company which declares the maintenance as well as all users belonging to the companies/sites in between. Only users with the right to create maintenance are presented in this list. The maintenance organizer (i.e. the user who creates the maintenance) is selected by default.

Options Tab

ServiceNav - Maintenance - Options

 

  • Notify maintenance?

When this option is checked at Yes, a drop-down menu Contact(s) appears with the option of selecting the persons to be notified of maintenance. These contacts correspond to those defined on the company on which the maintenance is declared AND those of the user's company that declares the maintenance AND all the users belonging to the companies/sites located between the two.

An email notification will be sent to the selected contacts approximately 5 minutes before the start of maintenance.

  • Send an invitation?

This option allows you to send an invitation in .ics format to stakeholders who will then be able to add maintenance to their calendar. The invitation will be sent when the pop-up window closes.

When this option is checked at Yes, a drop-down menu Speaker(s) appears. The speakers correspond to the active contacts with an email address.

Maintenance Information

Information from technical operation

Items in maintenance are identified by the following icon next to their status :

When hovering over this icon, a pop-up appears with the main maintenance information:

  • Maintenance ID number
  • Maintenance Status
  • Start of maintenance
  • End of maintenance
  • Remaining time
  • Element(s) under maintenance
  • Participant(s)
  • Description

ServiceNav - Maintenance - pop-up information on ongoing maintenance

By clicking on the DetailIn the "Maintenance" section, it is possible to retrieve detailed information related to the maintenance in progress.

 

Information from the weather services

A maintenance user department is identified by the wrench icon next to the status.

ServiceNav - Maintenance - User services

A user service is in maintenance when at least one of its dependencies of blocking type is in maintenance OR if all its dependencies of degrading type are in maintenance.

By hovering over the icon, it is possible to display the main maintenance information as shown above. Maintenance information for customers who have subscribed to a user service of type cloud are not visible.

Maintenance information pop-up

The detail pop-up of a maintenance can be called either by clicking on the button Detail from the notification pop-up, or by clicking on the Maintenance ID.

ServiceNav - Maintenance - Detail

It has 2 tabs :

  1. Tab Detailsincludes detailed maintenance information.
  2. Tab ElementsList the elements included in the maintenance and their impacts.

Deletion of a maintenance

The deletion of a maintenance can be performed on a planned, ongoing or completed maintenance and if the user has the necessary rights. A user will not be able to delete a maintenance defined at a higher level than his account.

The deletion of a unit service from a maintenance is impossible if its parent, i.e. the attachment equipment, is included in the same maintenance.

The deletion of a maintenance is carried out via its detail record :

ServiceNav - Maintenance - Deletion from the detail sheet

 

Or from the maintenance tab of the details pop-up of an element's component :

ServiceNav - Maintenance - Deletion from a maintenance item

 

Deleting a maintenance involves sending an email notification to the contacts if the option Notify maintenance? had been tipped off to Yes (see 5.1.4 Options tab). However, the notification can be disabled by the user by unchecking the following option in the confirmation pop-up :

ServiceNav - Maintenance - Confirmation of deletion

The deletion of a maintenance will involve changing its status to Cancelled and recalculating the availability rates.

Configuration reporting

At the dashboard level

Dashboard configuration allows you to include or exclude maintenance at the configuration level:

  • Exclude: elements are considered as being OK.
  • Include : Only the actual status of the elements is taken into account.

At the level of supervision reports

The report Current state of the park allows you to include or exclude maintenance at the configuration level. By default, the Maintenance will be reported to Exclude.

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