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Maintenance management

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General principles

Types of maintenance

There are three types of maintenance:

Planned

This type of maintenance is the classic case: a task has been planned and approved internally.

Triggered just before

  • Case 1Planning oversight. The person in charge of maintenance thinks about it just before starting.
  • Case 2: urgent maintenance request but validated internally.

Triggered after or during

  • Case 1The maintenance was created after the fact so that the reporting would be correct in terms of the availability rate. The maintenance was created afterwards so that the reporting would be correct in terms of the availability rate.
  • Case 2maintenance has been carried out by a customer who did not give prior notice.

 

Status of a maintenance

Maintenance can have four statuses:

  1. Plannedmaintenance has not yet started.
  2. In progressMaintenance has started and is not finished.
  3. Completed: maintenance is finished.
  4. Cancelledmaintenance has been removed and is no longer visible in the interface.

 

Characteristics of a maintenance

Maintenance is characterized by the following points:

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

General behaviour of a maintenance

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

  1. Stopping the notification
  2. The supervision continues with its normal settings. The objective is to follow the real behavior of the elements in order to help the technician in his operation.
  3. At the beginning of the maintenance period, if maintenance notification has been activated, an email is sent to selected recipients.
  4. At the beginning of the maintenance, a warning appears in the form of a pop-up notification:
    • Case of a maintenance on a client in outsourcing mode The notification will be visible to all connected and attached users:
      • to 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 is to be carried out/declared is attached, and by the maintenance participants.
    • Case of maintenance on a partner The notification will be visible to the logged-in users of the maintenance creator's company/site, to the intermediate sites of the company/site where the maintenance will be performed/declared, and to the maintenance participants.
    • Case of a maintenance on a customer in resale mode The notification will be visible to the connected company users, to the intermediate customer sites of the company/site where the maintenance will be performed/reported, and to the maintenance participants.
  5. If a user logs in during a maintenance according to the rules defined previously, he will be notified by a pop-up notification. If a maintenance is declared during its maintenance range then notifications (mail + pop-up) will be sent.
  6. If desired, the time spent in maintenance can be excluded from the availability calculation to avoid distorting the statistics.
  7. Plant maintenance is identified at the component level (equipment and unit service) in the technical evaluation by means of a wrench icon. It is only identified when it is in progress and for all statuses.

Warning:

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

Information:

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

 

Creating a maintenance

There are several ways to create maintenance:

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

 

From the technical operation

With pre-selection of elements

Simply check the element(s) visible in the technical evaluation and click on the button Create a maintenance. The maintenance configuration pop-up opens.

ServiceNav - create a maintenance

 

Without selection

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

 

From an equipment

Creating maintenance at equipment level always leads to the creation of the same maintenance at the level of its unitary services. If a unit service is already included in a maintenance, then it is impossible to create the maintenance. An alert pop-up with an error message will warn the user that there is already a maintenance planned with the information of the maintenance in question.

From the general tab

From the technical evaluation, click on the piece of equipment on which maintenance is to be planned. The equipment detail pop-up is displayed. From the tab page Detailsclick on the action Create a maintenance. The maintenance configuration pop-up opens.

ServiceNav - Maintenance - creation from a piece of equipment

 

From the "Maintenance" tab

From the Maintenance from the equipment detail pop-up, then the Plannedclick on Add. The maintenance configuration pop-up opens. In the case where the item is in indeterminate status, the Add will be disabled.

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

 

From a unitary 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 equipment level, only the unit service(s) will be concerned.

 

Setting up a maintenance

Items Tab

ServiceNav - Maintenance - selection of elements

The add maintenance pop-up opens on the Elements.

  • Creation pop-up with pre-selection of elements in the technical evaluation The selected elements are automatically checked in the table of elements.
  • Creation pop-up without selected element from technical evaluationThe table lists the elements that are visible at the technical evaluation level, sorting alphabetically by equipment name.

 

For a selected piece of equipment, if the option Display unit services is to Yesthen the unit services of this equipment are automatically checked in the table of elements.

The column Impact 1er level indicates whether the selected element has an impact on the SI as of 1 January 2010.er level, i.e. on a user service or on a device.

Hovering over the user service and equipment icons allows you to view a detailed list of the impacted elements.

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

The color of the icon reflects the dependency of the selected item on the affected user service or device:

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

Planning tab

ServiceNav - Maintenance - Planning

  • ApplicantMaintenance can be requested by the partner/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? The time spent in maintenance can either be included in the availability calculation or excluded.
    • Yes The availability time slot will not take into account the time spent in maintenance.
    • No any real unavailability during this time slot will be deducted.
  • StartDate and time of the start of the maintenance: allows you to indicate the date and time of the start of the maintenance.
  • EndDate and time of the end of the maintenance: allows to indicate the date and time of the end of the maintenance.

Information tab

ServiceNav - Maintenance - Information

This tab allows you to fill in the actors (called participants) who will carry out the maintenance, as well as its description.

The list of participants is based on the list of users attached to the company on which maintenance is declared AND the list of the company of the user who declares maintenance as well as all users belonging to the companies/sites between the two. Only users with the right to create maintenance are shown in this list. The maintenance planner (that is, the user who creates maintenance) is selected by default.

Options tab

ServiceNav - Maintenance - Options

 

  • Notify of maintenance?

When this option is checked at Yesa drop-down menu Contact(s) appears with the possibility of selecting the people to be notified of the maintenance. These contacts correspond to those defined on the company on which the maintenance is declared AND those of the company of the user who 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 the maintenance.

  • Send an invitation ?

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

When this option is checked at Yesa drop-down menu Stakeholder(s) appears. The participants correspond to the active contacts with an email address.

Information about a maintenance

Information from the technical evaluation

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
  • Time remaining
  • Item(s) under maintenance
  • Participant(s)
  • Description

ServiceNav - Maintenance - current maintenance information pop-up

By clicking on the DetailThe detailed information about the current maintenance can be found here.

 

Information from the Service Weather

A user service in maintenance 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 blocking dependencies is in maintenance OR if all its degrading dependencies are in maintenance.

By hovering over the icon, the main maintenance information can be displayed as described above. The maintenance information for customers who have subscribed to a user service of type cloud are not visible.

Maintenance information pop-up

The maintenance details pop-up can be called up either by clicking on the Detail from the notification pop-up, or by clicking on the maintenance ID.

ServiceNav - Maintenance - Detail

It has 2 tabs:

  1. Tab DetailsThe detailed maintenance information is shown.
  2. Tab ElementsMaintenance: lists the elements included in the maintenance and their impacts.

Deleting maintenance

Deleting maintenance can be done on planned, ongoing or completed maintenance and if the user has the necessary rights. A user will not be able to delete maintenance defined at a higher level than their account.

A unitary service cannot be deleted from a maintenance if its parent, i.e. the attachment equipment, is included in the same maintenance.

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

ServiceNav - Maintenance - Deletion from the detail sheet

 

Or from the maintenance tab of the component details pop-up:

ServiceNav - Maintenance - Deleting from a maintenance item

 

Deleting a Maintenance item will result in an email notification being sent to Contact Users if the Notify of maintenance? had been filled in at 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 removal

Deleting a maintenance item will change its status to Cancelled and recalculate the availability rates.

Configuration reporting

At the dashboard level

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

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

In terms 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 filled in at Exclude.

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