Presentation: Value Now - Extending Customer Support Via Enterprise Services

This session will be presented by OSIsoft’s Enterprise Project Management (EPM) team and will focus on Support Services above and beyond the excellent Tech Support Services offered to all customers. Under an EA, customers are provided with multiple avenues related to planning, implementing, and supporting their PI infrastructure. This session will focus on how the Enterprise Services team provides these services, and continues to evolve them, throughout the entire Enterprise Agreement life-cycle, including:

- Planning - overview of how the Enterprise Project Manager ensures you are ready for your PI infrastructure. This will cover everything from developing a training plan for company team members to preparing a customer for an installation. Key items discussed will be the enhanced site survey & site readiness check, NOC contact and escalation procedures, preparation of Field Service Engineer, and proactive project management support provided by the EPM.

- Implementation - overview of how the Field Service Engineer (FSE) prepares for and conducts the PI software installation. This will address topics such as remote and onsite installation methodology and tools, services provided by the FSE while performing the installation, as well as the daily updates and install reports provided by the FSE. We will also discuss how we intend to streamline the process with online requests and tracking via the EA Extranet.

- Support & Maintenance – overview of the full suite of Enterprise Services that ensure your system continues to operate optimally. This will address topics such as CoE analysis of OSIsoft roadmap with customer roadmap, NOC Engineer support and system analysis, and enhanced system intelligence via the EA Extranet.