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Key Benefi tsConsolidates tracking of local and network assets. Provides a complete view of an organisation’s output devices –regardless of device manufacturer.

Allows rules-based groupings of assets and incidents. Ensures support personnel have information they need, when they need it.

Delivers more timely problem response and resolution. XSM fi nds and resolves technical issues faster through powerful incident management and extensive tracking capabilities. Its automated supplies inventory and reordering management enables support staff to focus on higher-value tasks.

Integrated with other Xerox Managed Print Services tools.XSM integration with Xerox Device Agent, Xerox Services Portal and Xerox Report Manager provides an end-to-end solution that optimises device costs, increases device uptime, improves end-user productivity and satisfaction.

Xerox ManagedPrint ServicesTechnical Information

Xerox Services Manager

Centralised device, supplies and incident management with service-level trackingXerox Services Manager (XSM) is a Web-based asset tracking and management application that provides a single point of management for all service-related incidents and helps organisations better understand and manage output costs. Its incident management component enables Xerox Authorised Managed Print Services Partners to track all service and support-related activities, improving output/performance and increasing device and end-user productivity.

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Xerox Services Manager

Asset TrackingXSM works with Xerox Device Manager to provide a rich set of usage and incident tracking data. In addition, it allows users to build a customised confi guration for data collection including asset ownership, fi nancial, budget centre and location information. Assets can be defi ned based on location, model, managed versus unmanaged, in-scope versus out-of scope and specifi c asset attributes such as make, model etc. They can also be organised into built-in or custom groups.

When devices are imported from Xerox Device Agent, the device’s network address links the asset with the proper location information, such as address, city and state, simplifying initial setup and enabling consistent reporting.

Meter CollectionXerox Services Manager acts as a single collection point for all meters, including meters that are automatically imported from Xerox Device Agent, non-networked meters, customer submissions through Xerox Services Portal and virtual meters using job tracking software and estimates. Expanded meter support lets you track usage (page count, colour page count, black and white page count, large page count, large colour page count, large black and white page count and 2-sided sheets) and enables separate billing based on different output usage.

Meter validation. Provides at-a-glance asset lists for missing meter reads, unusual raw meters (lower or higher than normal volume), invalid meter reads and invoices.

Incident ManagementXSM uses an intuitive, Web-based user interface to remotely track and manage all services and supplies-related requests from a single location. Flexible confi guration enables your service desk to track virtually anything the end-user requires, including non-asset related requests:

• Incidents are generated automatically based on rules-driven, real-time device alerts via Xerox Device Agent. Incidents may also be submitted online by end-users via Xerox Services Portal.

• Based on the incidents generated, Xerox Services Manager provides better problem resolution by dispatching the appropriate resources faster.

Confi guration is simple. XSM’s fl exible settings and specifi cations for both incident and user setup lets your Xerox Authorised Managed Print Services Partner confi gure a solution that precisely meets organisational requirements. It’s easy to create custom properties for incidents and rules for automatically opening incidents, based on pre-defi ned thresholds for Xerox Device Agent alerts.

• Customised incident defi nition lets you track and report on every step as the incident moves from initial creation to closure.

• Fully confi gurable custom fi elds can be specifi ed to allow for entry and tracking of any non-standard attribute.

• Administrators defi ne what services are provided and can create projects, i.e., several different tasks associated with a single service.

• Timers can monitor and report on specialised time-based performance measures.

• Automatic email notifi cations can be triggered as incidents enter or reach predefi ned status.

• Rule-based escalations can be used to issue notifi cations, providing advance warning of when incidents risk exceeding the contracted service-level agreement (SLA).

Xerox Services Manager

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Intelligent Dispatch

Xerox Services Manager ensures that the right people are notifi ed about a specifi c problem as quickly as possible. In many cases, problems can be prevented before they result in signifi cant downtime. A technician will be alerted as well as the account manager, if the problem requires technical expertise.

For example, if a printer is running low on toner, XSM will send an email notifi cation to a pre-defi ned group.

Key Benefi ts

• Service level and contracted response and resolution time deadlines allow the service desk technician to ensure that all contractual SLA obligations are met on time.

• Incident and activity records let the users view the problem history of the asset and all steps taken to resolve previous incidents.

• Assignment limitations for each status ensure that workfl ow is consistent. For example, an incident’s status cannot change unless an agent or asset is assigned.

Workfl ow Automation

XSM’s advanced confi guration features can be combined to manage a business process workfl ow more effectively.

• Each service has its own defi ned status, customised to closely match the business process. For example, the status shown in an add request would be much different than those of a break/fi x request. Customisation can be used to further control the proper workfl ow.

• Exit limitations can be imposed to enforce proper workfl ow. For example, if an add request was pending approval, it could be forced to exit to either an approved or denied status. This ability to enforce control is crucial to ensuring that each request is consistently managed from start to fi nish, regardless of who touches it.

For information on the services and solutions that Xerox Managed Print Services can provide, visit www.xerox.com/offi ceservices © 2009 Xerox Corporation. All rights reserved. XEROX® and the sphere of connectivity design are trademarks of Xerox Corporation in the U.S. and/or other countries. All other trademarks are the property of their respective manufacturers. Product information and/or specifi cations are subject to change without notice. 4/09 MPSFS-01EA

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Xerox Services Manager

Supplies ManagementXSM lets you track all output supply locations, letting you view quantity on hand in each supply cabinet location. You can opt to have email alerts sent to supply coordinators when inventories go above or below a confi gurable threshold.

Supplies incident generation for “just-in-time” supplies reordering enables tracking of asset-related costs, provides measurement against SLAs and facilitates tracking of uncontrolled supply reorder activities.

Cost TrackingXerox Services Manager can track overall incident, labour and cost items, asset monthly charges and operational cost per copy charges. Confi gure what needs to be tracked the fi rst time and XSM will automatically accrue costs.

Seamless IntegrationXSM is fully incorporated into the Xerox Offi ce Services software suite. It can generate incident records manually for incoming calls received by service desk operators, automatically as a result of incident status alerts received from Xerox Device Agent or by end user customers using the Xerox Services Portal application.

In addition, some administrative settings for Xerox Device Agent (device and remote alert management) and Xerox Services Portal (integrated services, requested service, device fi nd fi eld, user interface fi eld and device edit fi eld mapping) can be managed through Xerox Services Manager.