IBM Maximo Support

1. Stuart Bowden EMEA Maximo L2 Support IBM Maximo Support

2. How does IBM Maximo Support work… How to get the most from IBM Support Help me help myself • Online resources • Tools …and then when I do need to contact IBM… Links, Info, Q&A

3. IBM Support Portalhttp://www-947.ibm.com/support/entry/portal

4. Online Support Resources • RSS Feeds http://www-01.ibm.com/software/support/rss/ • Quick, easy, and lightweight format for monitoring new content added to Web sites • Updates made every 4 hours • IBM Support Toolbar http://www-01.ibm.com/software/support/toolbar/

5. IBM Support Assistanthttp://www-01.ibm.com/software/support/isa/ • Problem diagnosis and analysis tools • Product information, such as APARs, fixes, education, etc. • Robust search to IBM and non-IBM knowledge bases • Automatic log & trace capture and upload • Integration with eSupport Website

6. Software Technical Exchange (STE)http://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html • Free focused education • Q&A with Subject Matter Experts • Run by product managers, developers, L2 support engineers

7. IBM Education Assistant http://ibm.com/software/info/education/assistant • Multimedia educational modules • Presentations • Demonstrations • Tutorials

8. IBM developerWorkshttp://ibm.com/developerworks • In-depth technical information for developers and administrators • New technology introductions • Technical tutorials and training • Downloads • Communities and forums • Events

9. Integrated Service Management Libraryhttp://www-01.ibm.com/software/brandcatalog/ismlibrary/ • Service management accelerators to extend and enhance IBM's Integrated Service Management offerings • Including referenced integrations provided by IBM Business Partners

10. Maximo Documentationhttp://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.itmaxam.doc/welcome.htm

11. Passport Advantage Onlinehttp://www-01.ibm.com/software/howtobuy/passportadvantage/index.html

12. Passport Advantage • Click on download & media access

13. Passport Advantage • Click on Download Finder

14. Passport Advantage • Choose the relevant product from the list (all products you are entitled to will be visible)or • Search by other options, i.e. Preferred downloads, part number etc.

15. Passport Advantage • Filter by language / OS • If you are on Maximo 6.x and want to download a copy of 7.x, ensure to set “If available, would you like to see previous versions of this product” to Yes

16. Time to contact IBM Support

17. Contacting Support Customer reportsproblem via SR or Calls routed toIBM CustomerSupport Center PMR routedto appropriatesupport teamwho owns theresolution ofthe problem Customer needstechnical support Customer logs into supportwebsite (SR) or Calls countrysupport number ProblemManagementRecord (PMR) created, and customer requests appropriate severity level If a new fix is needed, IBM developmentis engaged as required

18. Opening a Problem Management Record • BEST: Electronically - via SR: http://www.ibm.com/software/support/probsub.html • Self-managed interface to IBM support • Simple registration and authorization • Open, update and manage PMRs • SR Help available, including demos and step-by-step instructions SR Helpdesk: • http://www-01.ibm.com/software/support/help-contactus.html • By Phone – country specific phone numbers can be found here (best for out of hours support): http://www.ibm.com/planetwide/

19. Register for SR

20. Register for SR...continued....

21. Severity and Responsiveness

22. What is covered by IBM Support? • Core Product Code • No Support for Customizations • This is handled through a client funded Services Engagement • Suggest customers have basic test environments! • If problems can be recreated by customer in Vanilla Maximo, it will speed up time to resolution • Customer Support Handbook http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html

23. Support Tools • Assist on Site (AOS) http://www-01.ibm.com/support/assistonsite/index.html?ibmsst=allSupport • Secure live “hands on” support • Convenient chat & file transfer utilities • Facilitates problem resolution • Fix Centralhttp://www-933.ibm.com/support/fixcentral/

24. Support Tools • Sharing Data with Support: • Via the SR Tool • EcuRep – Enhanced Customer Data Repository Service FTP data directly to the PMR.

25. What can I do to speed things up? • Include as much detail as possible when you open a PMR • Ensure you have your complete environment information in the PMR • Maximo Version, Patch Level, Hotfixes, Add-ons, Industry Solutions; DB, OS and Webserver information • Clear steps to reproduce the problem – screenshots help clarify • View the Must Gather documents online • Go to www.ibm.com and enter MustGather Maximo into the Search Field – this search will return all existing Must Gather documents

26. PMR Escalation http://www.ibm.com/software/sysmgmt/products/support/Tivoli_Escalation_Process.html • When should I escalate a PMR? • The situation is getting worse • The problem has been persisting without resolution for a “long” time • When you are not happy with the response or assistance you are receiving • How do I escalate a PMR? • Raise the severity • Call L2 Support Manager • Call and ask to “speak with a duty Manager” • Our goal is to provide superior customer service

27. Contact Information Sina Whiston EMEA Maximo L2 Support Manager sina.whiston@uk.ibm.com Office: +44 (0) 178 444 5155 Mobile: +44 (0) 779 506 1555 Stuart Bowden EMEA Maximo L2 Support Engineer (Integration / MEA / TPAE stuart.bowden@uk.ibm.com Office 01784-445071