How does Octane TM1 Support services work and why is it so popular?

One of the interesting things about Octane Red and Blue is that there is no onboarding you can start to ticket on the first day of your subscription. Over time, we are studying tickets that the user creates and anticipate that the user will have the same ticket for the next month so we will create it in advance so that users will no longer make one, that is what we call recurring tickets.

 There is a lot of automation that we can introduce, and this will no longer require any human intervention needed during the process, and tasks that are ticketed will be automated.

Preventative maintenance is where we take a lot of responsibility in TM1 to make sure that it is running lean, running clean, and running smart. If you don’t have a ticketing system within their organization, don’t worry because we will introduce you to a ticketing engine instead of sending emails, we will set up a ticketing app and the users can use this. This will help us track the ticketing hours we have every month and track the number of tickets made every month and if the volume of tickets reduces over the months passed.

In one of our client’s scenarios when they started with us, they were able to have 200 tickets, and then over time, we were able to reduce the tickets by 20% every 3 months. They just started with 3 units of Octane Blue and by the time with 6 months of engagement with the clients, we were able to reduce it to 1 ½. One of our KPIs with this product is the number of tickets, we want the volume of tickets to drop every month.

This ticketing application we use will help us read that to see how well we are on track. Once, the ticketing app is set up we are going to give the finance officer a chance to become the ticketing board leader, with this he gets to decide the priority tickets. The users then begin the ticketing on the board and the finance officer will be the one to decide what ticket to prioritize.

The process that happens between the finance office and the users is important because this is where preventive maintenance takes place. This is where we will take responsibility for how well your TM1 is running.

Let’s say you have opted in for the 40 hours of Octane blue, and you are already at the end of the month and there are 10 hours left. An octane (that is one of us) will ticket to themselves – “Preventive maintenance”, which means that they discovered something in the system like a bug or an issue that if eradicated will give ROI to make running TM1 easier in the consecutive months.

A finance person will have an opportunity to do two things, it is to roll the remaining 10 hours forward for the next month or have the 10 hours remaining to do preventive maintenance. Either way, we will take the responsibility to drive down the tickets that have been generated from month to month.

The limitation

Before subscribing to Octane Red or Blue, you need these three factors ready;

• Project management
• Costing
• Timeline

Without those 3, it will cost you more dollars and we don’t want that to happen. Spending 16 hours on development only is not recommended because you will need to add more hours to keep your TM1 running.