Tivoli WW Customer Support Focusing on Customer Success

1. Tivoli Support Tivoli WW Customer SupportFocusing onCustomerSuccess

2. Speaker Bio • James Pierce • IBM Software Group • Senior Software Engineer, US L2 Support • Experience • Senior Software Engineer, US L2 Support- 5 years • IT Specialist, US Tivoli Services- 5 years • Director, Information Systems- 2 years (pre-IBM) • Data Center Manager- 5 years (pre-IBM) • Certifications • IBM Certified IT Specialist • ITIL Foundations Certification • Tivoli Certified Advanced Deployment Specialist

3. Agenda • Customer Challenges • Tivoli WW Support Can Help • Infrastructure • People • Tools • Labs • Skills • Training • Process • PMR Management • Premium Support • For more Information...

4. Customer Challenges Availability Tools Vendors SLA • IT is Complex and Dynamic • Thousands of Resources • Heterogeneous Platforms • Customer SLAs must be met • Security, Storage, Performance • Focus is on Cost Savings Integration Network WAN Security LAN Operations Limited Resources Effectiveness Clients

5. Training PMR Mgmt Process Skills Labs People Tools Tivoli WW Support Can Help The intersection of Process, People, and Technology is where Tivoli customers receive the maximum value Our Success is based on Client Success !!!

6. People – Tivoli WW Customer Support Management Dominic Heade Network Management Bill Foster Tivoli Support Director Tom Donaruma Monitoring Tivoli Customers James Moreno Security Francesco Davidde Provisioning & Optimization Steve Fediuk ABSM Paolo Battisti Tools Mike Bobo Storage Anthony Aurigemma Planning & Premium Support Pat McHale Maximo

7. Back End • Technical Solution Centers • Product-based teams • Non-defect problems, PMRs • Development Interface Development • Change Teams • Code-based teams • Code defects, APARs • Verification Front End • Local Country Support • Initial problem determination People O N E T E A M People – Support Team Return

8. Tools Tools • eSupport Website and Toolbar • Monitor Flashes to avoid issues • Search Technotes for answers to questions based on resolved PMRs • Review APARs for discovered defects • Download fixes • Information Center (product documentation) • Toolbar provides brand specific groupings • IBM Support Assistant (ISA) • Problem determination assistance • Integration with eSupport Website • Automatic log & trace capture and upload Return

9. Tools Tools- Continued • Assist On-Site (AOS) • Secure live “hands on” support • Convenient chat & file transfer utilities • Facilitates problem resolution • My Support • Custom portal interface by user preference • Weekly e-mail correspondence • RSS Feed • Quick, easy, and lightweight format for monitoring new content added to Web sites • Updates made every 4 hours Return

10. Tools Tools- Reference • Support Website- http://www-306.ibm.com/software/support/ • Federated Search (Solution Documents/Technotes) • My Support- https://www-304.ibm.com/usrsrvc/account/userservices/jsp/login.jsp?persistPage=true • Customized view & email alerts • Electronic Problem Submission- http://www-306.ibm.com/software/sysmgmt/products/support/probsub.html • Efficient PMR management • eSupport Toolbar- http://www-306.ibm.com/software/support/toolbar/ • Excellent website navigation / interface • Assist On-Site- http://www-1.ibm.com/support/assistonsite/index.html?ibmsst=allSupport • Support Remote Control • IBM Support Assistant- http://www-306.ibm.com/software/support/isa/index.html?ibmsst=allSupport • Serviceability Tool w/ product plugins • RSS Newsfeeds- http://www-306.ibm.com/software/support/rss/index.html?ibmsst=allSupport Return

11. Labs Labs • Breadth of Supported Platforms • Representation of all supported hardware and operating systems • Focus on New Releases & Maintenance Application • Allows L2 Engineers to identify common problems and generate appropriate “Solution Docs” proactively • Virtualization • Facilitates recreates and defect isolation on all supported versions & maintenance levels Return

12. Skills n 1 Skills • Skill level set by product, engineer • Based upon self assessment, forecast, measurement • Tailored education plan in place for every engineer Vertical skill Technology (JEE, AJAX,etc) OS Languages (xml, sql, perl) Middleware (DB2, Directory server,etc) General Knowledge: System management Storage Security Product=Application Horizontal Skill Return

13. Training Training • Software Technical Exchange (STE) • Free focused education • Q&A with Subject Matter Experts • IBM developerWorks • In depth technical content • Communities and forums • IBM Education Assistant (IEA) • Watch multimedia modules • Presentations, Demonstrations, &Tutorials organized in an education roadmap Return

14. Process PMR Process • How do I open a ticket? • ESR via eSupport Website *** BEST *** • Phone (After Hours / Weekends) – 1.800.IBM.SERV (1.800.426.7378) • Beware of emailing your favorite Support Engineer. • Are they on vacation? • Include as much detail as possible and attach logs/traces if available. http://www-306.ibm.com/software/support/probsub.html?ibmsst=allSupport Return

15. Process PMR Process continued… • 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 and ask to “speak with a duty Manager” • How do I provide good and not-so-good feedback? • Our goal is to provide superior customer service http://www.ibm.com/software/sysmgmt/products/support/Tivoli_Escalation_Process.html Return

16. PMR Mgmt PMR Management • Frequency of meaningful PMR updates • Reduce impact on customers reproducing customer problems • Ensure a smooth transition among engineers • PMR audit • Usage of tools to minimize negative impacts and improve effectiveness • Regular communication • Root cause analysis with preventative targets via classification with feedback to appropriate teams Return

17. Premium Support

18. Support websitehttp://www.ibm.com/support/ • SW Support Handbookhttp://techsupport.services.ibm.com/guides/handbook.html • Product Documentationhttp://www.ibm.com/software/ • Redbooks http://www.redbooks.ibm.com/ • IBM Assist On Sitehttp://www.ibm.com/support/aos/ • Product Patchesftp://ftp.software.ibm.com/ ftp://ftp.software.ibm.com/software/tivoli_support/patches/ • Customer Portalshttp://www.ibm.com/software/support (Soft spec) http://www.ibm.com/software/sysmgmt/products/support/ (Tivoli spec) • Knowledge Bases http://www.ibm.com/search/SupportSearchWeb/SupportSearch?pageCode=SPD • Support Technical Exchange http://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html Escalation Process http://www.ibm.com/software/sysmgmt/products/support/Tivoli_Escalation_Process.html Want More?

19. (Russian) Thank You (Traditional Chinese) (Thai) Grazie (English) (Italian) Gracias (Spanish) (Arabic) Danke Obrigado (German) Merci (Brazilian Portuguese) (French) (Simplified Chinese) (Japanese) (Korean)

20. Questions?

21. Back-up Material

22. Tivoli Online support – the first stop for assistance! • 2006 Monthly activity for Tivoli online support site web pages • On average, we had 73,000+ monthly visits to our Tivoli support pages • 37,000+ unique monthly visitors (unique visitors = different people) • 26,000 use the site multiple times • Each month, users selected on average 237,600 knowledge or download records for viewing • 83% of the published knowledge is used during each month. • 2007 Monthly activity (thru March) for Tivoli online support site • On average, we had 78,247 visits to our Tivoli support pages • By 38,883 unique monthly visitors • 28,400 used the site multiple times • Each month, users selected on average 371,943 knowledge or download records for viewing • 95% of the published knowledge is used during each month.

23. 2007 Online support – the first stop for assistance! • 2007 - Planned eSupport improvements • Providing new content summaries for easier/faster hits • ‘Feature Documents’ providing a single summary of important product knowledge or updates for all customers • ‘Information to Include’ provides detail about data collection for the components of a product, helping to improve the cycle time for your problem • Recommended Fixes summary • Fixes by Version summary • New standard support page structure for IBM products across IBM • Simplified web navigation to knowledge base segments, providing information into the areas of Plan, Install, Use, & Troubleshoot • New simplified structure for maintenance download retrieval - 2H07 • Online support content will be tied into the IBM Support Assistant diagnostic search automation. Ongoing enhancements starting Q4.

24. Measurements • Orthogonal Problem Classification (OPC) • Captures and classifies problems requiring Support involvement (PMRs) • Closed loop process for analyzing product, documentation, & Support skills quality

25. eSupport Websitehttp://ibm.com/software/support A-Z selector to find a product support page

26. eSupport Website- Self-help • Monitor Flashes to avoid issues • Search Technotes for answers to questions based on resolved PMRs • Review APARs for discovered defects • Download cumulative or interim fixes for immediate solutions to issues • Information Center is the product documentation

27. eSupport Website- Searchhttp://ibm.com/software/support Search up to 5 software products

28. eSupport Website- Product Search • Uses implied AND between search terms • Use capitalized OR and NOT to expand or restrict search • Use wildcard (*) character for word variations • Use the checkboxes to limit by document type Every product page has a search box for its own content

29. eSupport Toolbar • Brand specific grouping • “All Support” contains cross brand content

30. eSupport Toolbar • ESR integration

31. eSupport Toolbar • Premium support & other useful information

32. eSupport Toolbar • Assist On-site Integration • IBM Support Assistant Integration • RSS Feeds

33. eSupport Toolbar • Brand specific data w/ Tivoli example.

34. Registering on IBM sites • Register just once, using e-mail address for IBM ID • Sign in using ID / password created on any IBM site • Sign in to: • access the ESR tool for Passport Advantage clients • view entitled content • access MySupport for weekly e-mail updates • Clients with existing ID that is not e-mail address format still use that ID • Clients with a z/OS contract can use their IBMLink ID/password

35. MySupport – access • Complimentary subscription service with weekly e-mail updates for information for products of your choice • Click MySupport on any Support page • Enter your IBM ID and password at the sign-in prompt

36. MySupport – creating a profile Use drop-down menus to accessproduct lists Look here for product list help: http://www-306.ibm.com/software/sw-bycategory/?ca=wspace

37. Choosing products and document types Choose the correct category, choose document types and click Update to submit request for weekly e-mail Checkmark the products you want and click Add products

38. Feedback – send us your comments Talk to us

39. Document level feedback – closed loop process Feedback form found on documents

40. RSS feeds (Really Simple Syndication) • RSS is a quick, easy, and lightweight format for monitoring new content added to Web sites • An RSS feed uses XML-formatted files to deliver content that you access with an RSS Reader • Our RSS feeds provide the title of a new piece of content, such as a Technote, a description of the new content, and a link to the content • Feeds are updated every four hours • RSS help is available at: http://www.ibm.com/developerworks/library/x-rssintro/ • In-depth explanation of RSS, as well as links to RSS Reader downloads Click this RSS link on any page to view the latest content

41. Support Technical Exchange (STE)http://www-306.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html Replay webcasts from the Previous Webcasts tab

42. 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

43. IBM Education Assistanthttp://ibm.com/software/info/education/assistant Select product of interest and choose topic

44. Presentation Show Me Demo Tutorial

45. Search Text Product Selection Results from the query Meeting customer needs with IBM Support Assistant - www.ibm.com/software/support/isa

46. Specific Product Information & Links Meeting customer needs with IBM Support Assistant - www.ibm.com/software/support/isa

47. Selection of available Tools Meeting customer needs with IBM Support Assistant - www.ibm.com/software/support/isa

48. Problem determination scripts Problem determination scripts Product Selected Allows to open problems and attach PD data collected automatically Allows to open problems and attach PD data collected automatically Problem Scenarios (once selected/run allow to collect information specific to the problem Meeting customer needs with IBM Support Assistant - www.ibm.com/software/support/isa

49. IBM Assist On-site:http://ibm.com/software/support/assistonsite