Maximo Service Provider

01 · Basics — Understand the building blocks

Service Provider introduces customer-aware service delivery. Customers, customer objects and security-group authorization determine which customer information a user can access.

Customer agreements define service terms; price and billing schedules express commercial rules. A work order cost and a customer charge answer different questions.

Topics in this series

• Customers and data access
• Agreements and scope
• Price schedules
• Service delivery and SLAs
• Billing and reconciliation

02 · Configuration — Work through the setup

Use a training environment and match the actions to the IBM guide for your installed build.

1. Create training customers AZ-CUST-A and AZ-CUST-B in Customers (SP).
2. Review Customer Objects (SP) and group customer-authorization settings before adding operational data.
3. Associate a training asset and work order with customer A. Confirm that customer B's user cannot access them.
4. Define a small customer agreement and a price schedule using the installed-version procedure. Use a single, explainable charge.
5. Record the work actuals, follow the agreement application and billing preparation process, and inspect the resulting bill details. Do not send a real invoice.

03 · Practical example

Fictional teaching example

A fictional service firm records two hours of labor at an internal cost of $80 per hour and a training charge of $120 per hour. The expected cost is $160 and the illustrative labor charge is $240 before any other terms; the configured agreement must explain the difference.

04 · Practice and verify

Prepare a customer-boundary matrix and trace a single test transaction from customer to work order to billing detail.

Expected result

Customer A and B remain separated. Each charge can be reconciled to its agreement rule and underlying transaction.

Common mistakes

• Treating internal work cost as the bill price.
• Testing only with an administrator who can see every customer.

05 · Advanced concepts

Add agreement revisions, fixed fees, response plans and SLA behavior one at a time. Re-test historical transactions against their applicable dates and terms.

IBM references

• IBM documentation — Maximo Service Provider

Product explanations link to IBM sources. Scenarios and exercises are original Assetize guidance, not claims of executed lab procedures. Reviewed 2026-10-01.