Our client relied on IBM Maximo to manage critical infrastructure and support day-to-day operations, making reliable system support and maintenance essential. This support project provided a structured and responsive service to ensure the client’s Maximo environment remained stable, accessible, and aligned with the organisation’s evolving user needs. Through streamlined issue resolution, clear communication, and technical guidance, we helped keep Maximo functioning efficiently.
The Challenge
The client needed a dependable partner to keep their IBM Maximo system performing reliably while responding to user issues without disrupting operations. Key challenges included:
- Technical incidents requiring prompt resolution to avoid downtime
- A need for user-friendly guidance and support to ensure day-to-day use
- Coordination with IBM, who host and manage the client’s cloud-based Maximo infrastructure.
The Solution
Nucleo provided ongoing technical support to maintain Maximo performance and help users resolve issues quickly and efficiently.
What we delivered:
- Support Infrastructure
Created a desktop portal and dedicated mailbox for users to raise incidents, with notifications sent directly to the Nucleo support team for timely resolution. - Transparent Incident Tracking
All issues logged, tracked, and documented, ensuring visibility of progress and resolutions. - UAT Replication and Validation
Issues replicated in a test environment before deployment to production, with instructions provided for user clarity. - Collaboration with IBM
Managed technical requests on the client’s behalf, liaising directly with IBM to address infrastructure and server-related matters. - Monthly Reporting
Provided regular updates and summaries of open and resolved issues to maintain visibility and stakeholder alignment.
The Impact
- Maximo remains operational and accessible to users, with no disruption to business operations.
- Faster issue resolution and clear communication.
- Improved user confidence through detailed, easy-to-follow explanations and support.
- Stakeholder trust was earned and positive results led to expanded support opportunities.
- Process transparency, monthly reporting maintained visibility and built trust with stakeholders.