ServiceMax Professional Services

Our consultants will work alongside your project team to:

• Set clear project objectives
• Prepare effective change plans
• Align executive sponsors and create an ambassador network
• Compare current vs. future state
• Identify key changes and benefits
• Assess and address the readiness of all teams/users
• Evaluate resources and timing

Our consultants will collaborate with you to create and manage a communication plan that includes:

• Key messages with purpose and details
• Audience-specific benefits and motivators
• Key dates and deliverables
• Timeline, avenues, and media

Whether in-person, web-based, or online learning, our education team will:

• Deliver role-based training with real-world scenarios
• Teach users how to effectively perform within ServiceMax
• Provide hands-on learning activities to confirm understanding
• Develop effective quick reference materials that can easily grow and change with your business

The ServiceMax Education Team will help you design support plans for rollout and beyond that will encourage understanding and adoption:

• Training resources designed for daily use and quick updates
• Planning of support networks, governance, and support tools
• Ideas for supporting new hires and remediation training
• ServiceMax resources to enhance your on-going knowledge and planning for your teams

The ServiceMax Education team is prepared to help you sustain on-going learning in your organization by offering review and refresh of training and support materials, including:

• Curriculum reviews for accuracy, updates, and redesign
• Refresh of training materials with new content and formats such as video conversion
• Assessment of training/knowledge gaps and remedial training needs for your organization
• Develop and deliver remedial training for existing users

Great adoption requires on-going assessment, feedback, and learning. To ensure consistency and growth for your organization you need to enhance your training and support offerings for new processes, updated systems, and new learners. The ServiceMax Education team can help you:

• Deliver reporting and dashboard training
• Assess needs and develop on-boarding training
• Create and deliver training around new processes, releases, and system enhancements
• Develop plans to retrain and share best practices throughout your business network

ServiceMax will conduct up to 16 hours of remote end user training delivered as demonstration/lecture via the customer’s web conference tool. Standard end user training templates are provided via Microsoft PowerPoint. Training modules include:

Back Office

• Browser Basic Navigation, Object, and Data Overview
• Account, Location, Contact, and Install Base Management
• Warranty and Contract Management
• Creating and Managing Service Requests
• Creating and Managing Remote Work Orders
• Creating and Managing Estimates
• Creating and Managing Break-Fix Work Orders
• Dispatching Work Orders
• Creating and Managing Other Work Order Types (Install, PM)
• Parts Request and Return
• Reporting and Dashboards
• Work Order Closure Process
• Creating Service Teams, Technicians, and Skills
• Timesheet Management

Field Service Engineer (FSE) Browser or Mobile

• Browser Basic Navigation, Object, and Data Overview
• Account, Location, Contact, and Install Base Management
• Search and Select Work Orders
• Dispatching and Scheduling
• Completing a Safety Checklist
• Debriefing a Work Order
• Debrief Estimate to Usage
• Parts Request and Return
• Timesheet Management
• Capturing Sales Leads
• Capturing a Revisit

Learn more about Spark

In-Person or Remote Learning:

Customized End User Training Package

• Basic package with customized design, development, and delivery defined in the statement of work
• May include additional training roles and modules

Train-the-Trainer Customized Training Package

• Customized end user training with detailed instructor notes and best practices
• Trainer-specific knowledge and coaching providing personalized instructor practice and feedback

On-line Video Training With Training Guides

• Customized end user training provided in MP4 video format with related quick reference guides and activities
• May include additional training roles and modules
• Customer is required to provide and setup their own online learning environment

Four-Hour Reporting and Dashboard Training
The Reporting and Dashboard Training provides your teams with an introduction to how to use, understand, and create ServiceMax reports and dashboards. This course expands on the basic reporting training standard reporting knowledge useful to everyone on your team.

Field Service Analytics Workshop 
The Field Service Analytics Workshop is a four-day course designed to provide an advanced, in-depth knowledge of reporting and dashboard use in ServiceMax. This course will help your organization understand what types of reports to use, how to develop them, when to use them, and how to analyze the information from them to make informed decisions that maximize field service success.

Remediation and Development Training
ServiceMax is a journey and that means as your use of the system grows and changes, so should your training plans and materials. Our team can meet with you to identify needs, review release changes, create materials, and deliver training related to your changes, as well as remediation training for those learners who need some extra support.

On-Boarding Training
Growth and turnover can affect every business, and it is important for you to plan for ServiceMax new hire training for your new employees. Our training experts have worked with many customers to plan and build in-person, online, and video training options to manage new hire needs. We will work with your team to provide experience and best practice knowledge for continuous growth of your business.