Featured Software

PTC Windchill® Service Information ManagerTM

Manage context-specific service information to facilitate information reuse, streamline change management and enable delivery of configuration-based service information PTC Windchill Service Information Manager improves service operations efficiency and effectiveness by enabling service information to be organized and optimized for accuracy, applicability, and rich, graphics-driven delivery.

To operate and service products effectively and efficiently throughout their life cycle, support organizations and end users require accurate, relevant and timely service information. Recognizing the critical role service information plays in driving business success, more and more manufacturers are regarding service and support operations as competitive differentiators that serve as profit centers rather than cost centers. Built on PTC’s Windchill architecture, PTC Windchill Service Information Manager is a context-specific service information tool that enables manufacturers and service organizations to manage information based on how the product is configured and serviced in the field. Organizing service content in a functional system within the context of a product and defining

information applicability helps organizations to maximize content reuse across product families, streamline change management processes and facilitate delivery of contextual, configuration-specific service information. PTC Windchill Service Information Manager enables the creation of Information Structures: service oriented breakdowns of products used to organize all the content required to operate and service those products throughout their life cycle. The definition of Product Hierarchy captures the product classification to allow easy navigation of service information. While Applicability Rules define which pieces of content are applicable for specific situations for a given product configuration and usage conditions, Publication Structures can also be generated based on Information Structures to deliver the information in traditional publications based manner. PTC Windchill Service Information Manager provides an optimal way to organize service information so that product configuration-based details can be delivered.

Key benefits

Enhance service information relevance

• Define Applicability Rules, so the most relevant service information is available for every product configuration and operating condition

  • Eliminate wasted time spent searching through irrelevant service content

Maintain up-to-date service information through streamlined change management

  • Maintain associativity between engineering and service information, so that changes on the engineering side can be quickly communicated to the service side
  • Ensure that customer service, technical support and field service operations have access to the most up-to-date service information
  • Align service content with the product definition, for contextual information of the highest accuracy and consistencyIncrease author productivity
  • Centralize management of all service information and organize that information in a logical, product-centric manner that facilitates content reuse
  • Reduce service information authoring time
  • Facilitate content reuse and enhance content consistency across publications with the use of Publication Structures

Streamlined translation management

  • Improve time to market through streamlined translation process, making multiple languages available without lengthy delay
  • Reduce cost through elimination of manual activities

Features

Information structure: key characteristics

  • Provide breakdown of a product into serviceable systems, sub-systems, typically defined at the product family or model level, to enhance content consistency and maximize content reuse
  • Define content applicability such as product options, operating conditions, serial number, date effectivity, etc.
  • Enable initial and incremental publishing and delivery of rich, interactive service information specific to product configuration

  • Organize and manage service information pertaining to a product, whether it is PTC-created content (e.g., illustrations, publications, parts information, procedures. etc.) or non-PTC-created content (e.g., multimedia, videos, graphics, etc.)
  • Out of the box Support for Textual (e.g., service procedures from PTC Arbortext® EditorTM), Illustration (e.g., illustrations created in PTC Arbortext IsoDraw® or PTC Creo® Illustrate) and Parts List content
  • Streamline change processes and encourage consistency using Information Structures, which can be initiated from a standard template or reused across different products
  • Define Applicability at any level in the Information Structure including Groups or a specific piece of content

Applicability rules: functionality

Organize and manage service information pertaining to a product, whether it is PTC-created content (e.g., illustrations, publications, parts information, procedures. etc.) or non-PTC-created content (e.g., multimedia, videos, graphics, etc.)

  • Out of the box Support for Textual (e.g., service procedures from PTC Arbortext® EditorTM), Illustration (e.g., illustrations created in PTC Arbortext IsoDraw® or PTC Creo® Illustrate) and Parts List content
  • Streamline change processes and encourage consistency using Information Structures, which can be initiated from a standard template or reused across different products
  • Define Applicability at any level in the Information Structure including Groups or a specific piece of content

 

Applicability rules: functionality

  • Define multiple conditions (e.g., product configurations, system options and operating environments, etc.) or date and serial number effectivity information for when service content applies
  • Include/exclude the appropriate service information presented to users based on defined applicability criteria to yield product configuration-specific information
  • Enable management at multiple levels to simplify definition (e.g., system or component, specific pieces of information, content within pieces of information)
  • Define hierarchy of options and logic that specifies required/incompatible dependencies between available choices and apply these rules to service information through easy-to-use interface

 

 

 

 

Publication structure: functionality • Publication structures typically represent a “manual” or a “publication” (e.g., Repair Manual, Parts Catalog, etc.) and allow users to organize service content for delivery in a print format
• Author Publication Structures by leveraging the organization of content in Information Structures (e.g., from the Information Structure a user can generate a publication structure for a specific serial number or a language)

  • Leverages PTC Windchill structure management capabilities and the dynamic publishing capabilities of PTC Arbortext Publishing Engine™ to create product configuration-specific service content
  • Content represented by the Publication Structure can be published for various print formats (e.g. PDF) and electronic formats (e.g., HTML, InService Bundles, etc.)
  • Facilitate content reuse and enhance content consistency across publications using Publication Structures, which can be initiated from templates, reused in their entirety, or in parts combined with other products or Publication Structures
  • Publication Structures contain specialized objects such as Table of Content and Index that are automatically generated based on the content of the Publication Structure during publishing

 

 

 

 

 

 

 

 

Translation management

  • Manage translation process of reusable service information topics for automated publishing of language-specific content
  • Automatic extract and load of translation objects by language and vendor
  • Maintain associativity of translation content to source language
  • Enable support of pivot languages and valid language pairs

 

 

Product hierarchy

  • Represents hierarchical organization of serviceable products generally organized into product families, categories/types and specific models that allows technician to navigate and find the right, contextual service information in the PTC Servigistics InService environment
  • Capture additional information such as meta-data and graphics using the product hierarchy nodes, which can provide context for service information when defining

 

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