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Sept - 2008 Larry Bietz – eSupport and Knowledge program manager

Support Transition Overview – New users of Online support Client Self-Assist (CSA) IBM Software Group. Sept - 2008 Larry Bietz – eSupport and Knowledge program manager. Agenda. Client Self-Assist – IBM Online support All software products across IBM are in this model

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Sept - 2008 Larry Bietz – eSupport and Knowledge program manager

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  1. Support Transition Overview – New users of Online supportClient Self-Assist (CSA)IBM Software Group Sept - 2008 Larry Bietz – eSupport and Knowledge program manager

  2. Agenda • Client Self-Assist – IBM Online support • All software products across IBM are in this model • Key tools available today • Detail for ESR/SR (Electronic Service Request)

  3. Self-Assist Support….providing 24x7 access to information CSA Tools help Clients Find answers, resolve problems, and stay connected… • ibm.com/software/support/supportresources.html • Support Homepage / Self Assist resources • Toolbar • IBM Support Assistant (ISA) • IBM Education Assistant (IEA) • Fix Central (FC) • Communities • (forums, wikis, blogs, RSS, OpenMics, webcasts) • Electronic Service Request (ESR) • Assist on Site (AOS)

  4. Support Page ibm.com/software/support/ Select Brand and Product Search (all indexed content) Most requested links Task based navigator Quick links to product maintenance downloads, planning, install and usage IBM Software Support Homepage 1 4 2 3

  5. IBM Software Support Toolbar • Software Support Toolbar Quick access to Cross brand support links ibm.com/software/support/toolbar

  6. Self-Assist Resources - links to tools/demos ibm.com/software/support/supportresources.html

  7. IBM Support Assistant (ISA) • IBM Support Assistant (ISA) • Federated search • PD tools and best practices • Automated data collectors • Guided activities • Electronic problem submission ibm.com/software/support/isa

  8. IBM Education Assistant (IEA) • IBM Education Assistant (IEA) • Multimedia educational modules • Grow skills • Avoid problems ibm.com/software/info/education/assistant

  9. Fix Central (FC) • Looking forward and to the future… • Fix Central (FC) • Find and download fixes ibm.com/eserver/support/fixes/fixcentral?select0=2

  10. Communities – a Tivoli example Forums, Wikis, Blogs, Rss Feeds • developerWorksibm.com/developerworks/tivoli/support • Technical Exchange Webcast ibm.com/software/sysmgmt/products/support/supp_tech_exch.html • Tivoli Support pageibm.com/software/tivoli/support

  11. Electronic Service Request (ESR/SR) • Electronic Service Request (ESRSR) • Report and track problems electronically • Attach environment and troubleshooting files with PMR ibm.com/software/support/probsub.html

  12. Electronic Service Request (ESR/SR) • Service Request – New user first attempt • User prompted to register as an SR user • Request is routed to the customer number registered PSTC – Primary Site Technical Contact ibm.com/software/support/probsub.html

  13. Electronic Service Request (ESR/SR) – Add a contact • Service Request – Site Technical Contact • PSTC and SSTC can add or remove authorized callers from ESR/SR (Primary Site Technical contact . Secondary STC) • STC’s process self nominations or can add a user, if they have registered on IBM.com • Users can have READ only access or READ/WRITE access to problems • Users are authorized by customer number and for all products in that apply to that customer number ibm.com/software/support/probsub.html

  14. Electronic Service Request (ESR/SR)New request or select recent service request • Service Request – Single page for either creating a new Service Request or working with a recent Service Request • Three options offered by this page • Open a new service request • Select an existing service request form the list or view all my service requests • Last option is to enter a known service request using the request number or search by a specific customer number • Service Requests opened by voice, do not show up in SR by default. You would need to search for them and display them in SR once. Once that is done, going forward they will show up in your SR cache, since you have now added them to the list by this process and displaying them ibm.com/software/support/probsub.html

  15. Electronic Service Request (ESR/SR) – Opening a Problem • Service Request – Submit a problem • Fields and click buttons for all quick summary detail • Selection for severity • Business impact field • Operating system where the failure is occurring • Short description • Any recent changes • Actions taken to resolve • Details on inputs if it applies • Page also provides a place to include an attachment • Best practices: provide all content in a zip file • Logs, and other diagnostic material recommended from the product support page for the type of failure • Best idea! Have a complete text file of all system environment details. Zip this in the submission as well

  16. Electronic Service Request (ESR/SR) – Profile Options • Service Request – Profile options include • Primary and Alternate phone number • Timezone • Preferred contact method • Options for electronic notification for IBM problem updates • Your country of operations • Preferred product/Component list

  17. Electronic Service Request (ESR/SR) – Search Results reporting options • Service Request – Search results • Displayed when you view all my service requests • Provides a complete listing of all problems accesses through SR • You can search the contents • The output can be saved to a CSV or excel file • The columns in this report can be simply customized for sort changes, visibility, and order of listing • Provides the ability for quick summary tracking of all open problems

  18. IBM Assist On-site (AOS) • Assist On-site (AOS) • Browser based remote control technology • Allows IBM Support to view/share keyboard/mouse control • Speeds resolution ibm.com/software/support/assistonsite

  19. IBM Software Support – Assistance and Information Always just a click away! • Tivoli Support site assistance • Site Tours • How do I? • ESR/SR Overview • ESR/SR Accessing • FAQ’s • Contact Us • Also additional assistance links always available at the bottom of the support pages. Customer Support Handbook URL

  20. IBM Software Support handbookLink located in Support tools at the bottom of the overview support page • Software Support handbook • Completely reformatted and updated • Provides details on service process, contact points, online support features, asking for IBM management involvement, available service options, etc. • Software support lifecycle policy Customer Support Handbook URL

  21. Summary IBM is working to provide assistance you can independently access to meet many of your support needs Visit the support resources website and explore the many benefits of CSA… another way IBM is providing you the Support you need when you need it! ibm.com/software/support/supportresources.html

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