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IBM Software Support Process - Yogesh Talekar, IBM

IBM Software Support Process - Yogesh Talekar, IBM. Support Offerings Overview. Accelerated Value Program Assigned dedicated or shared resource Mission critical support. Enhanced Support Remote voice and electronic support. (Passport Advantage). Self Help

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IBM Software Support Process - Yogesh Talekar, IBM

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  1. IBM Software Support Process -Yogesh Talekar, IBM

  2. Support Offerings Overview Accelerated Value ProgramAssigned dedicated or shared resource Mission critical support Enhanced SupportRemotevoice and electronic support.(Passport Advantage) Self Help Download fixes, searchfor answers via the IBM website

  3. Problem Resolution Workflow

  4. Self-Help Accelerated Value ProgramAssigned dedicated or shared resource Mission critical support Enhanced SupportRemote voice and electronic support.(Passport Advantage) Self Help Download fixes, searchfor answers via the IBM website

  5. Self Help • Keep up-to-date – Notifications • Review (search & download) known defects • APARs – Authorized Program Analysis Report • Software fixes (PTF's – Program Temporary Fix) • Links to useful technical information • Not Recommended for Mission Critical Applications

  6. 1. Self-help: Notifications • Latest product information including • Documentation • APARs • Downloads • Flashes • Forums • Demonstration • Setting up notifications for Tivoli Access Manager for e-business

  7. Benefits of Self-help: Notifications • Provide a first point of reference for all software notifications • Provide a central repository, email newsletter and RSS feed tailored to your information needs • Reduce the time taken to access relevant product information

  8. 2. Self-help: Review known defects • Find information about defects relevant to customer’s deployed software • Find solutions (fix-packs) for known problems • Provides a first point of contact for technical defect information • Reduce time taken to find the latest defect information • Assists future planning for upgrades

  9. 3. Self-help: Technical Documentation

  10. How-to Manual Fix Techdoc

  11. Summary: Self Help • Allows customers to be proactive when resolving problems • Searchable documentation is provided to support an online distribution channel for; • APARs (Authorized Program Analysis Report) • PTFs (Program Temporary Fix) • Technical Documents • Manuals • Access to tools • Forums • Education

  12. IBM Software Support Toolbar http://ibm.com/software/support/toolbar Download the IBM Software Support Toolbar for easy access to cross-brand and brand support information Value: Quick access to all support links

  13. Enhanced Support: Maintenance / Passport Advantage Accelerated Value ProgramAssigned dedicated or shared resource Mission critical support Enhanced SupportRemotevoice and electronic support.(Passport Advantage) Self Help Download fixes, search for answers via the IBM website

  14. Enhanced Support: Maintenance / Passport Advantage • Telephone and Web access to report defectand ask “how to” questions • 2 hour response goal • 24/7 coverage for Severity 1 problems • Normal business hour coverage for Sev 2 – 4 Problems • You can also ask “how to” questions • View and manage problem status on the Internet • No limits on number of IT Professionals who can call • Worldwide infrastructure: support in native languages & time zones

  15. Enhanced Support: Maintenance / Passport Advantage • Does not include: - On-site support - Network design - Support for products past their End of Support (EOS) date - Analysis of client’s custom program code (i.e.: exits, applications) - Data/database design & recovery - Diagnosis & analysis of non-IBM products - Application or product integration help - Performance and tuning • ………..support will do its best to help.

  16. What is the process for engaging IBM Support Customer needstechnical support Customer logs into supportwebsite or Calls 18001024666 Customer reportsproblem onsupport website or Calls routed toIBM CustomerSupport Center ProblemManagementRecord (PMR)created, and client requests appropriateseverity level If a new fix is needed, IBM developmentis engaged asrequired PMR routedto appropriatesupport teamwho owns theresolution ofthe problem Search existing databases Recreate problem Problem determination & problem source identification (PD/PSI)

  17. Electronic Service Request OnlineEnables You To. . . • 24x7 online access for problem management • Pre-populate new problem records with your profiled preferences • Describe software problems and environment in your own words • Add file attachments to problem records • Submit problem records directly to a support queue • View or download existing PMR information • Access: www.ibm.com/software/support/probsub.html • Help is available at http://ibm.com/software/support/help-esr.html

  18. Checklist Before Contacting Support • Define the problem – be specific • Gather all relevant information (Use “Must Gather”) • What level of software is running? • What operating system version? • Have patches been installed? • Has this happened before? • Is it repeatable? • What, if anything, recently changed in the environment? • Gather diagnostic information – dumps, traces, etc. • Determine business impact & assign severity (see following chart)

  19. Severity Levels – Set by Customer Business hours are from 9:00 AM to 6:00 PM local time. Severity 1 / Server down Issues will be worked 7 days a week / 24 hours a day jointly with clients.

  20. Severity Description

  21. Benefits of “Must Gather” • Proactively assists IBM Support with problem resolution • Reduces time to deliver initial analysis • Speeds up problem resolution

  22. Is this a Severity 1? • Follow-up with a call to IBM Support and request a Call back. • Ask for the duty manager to be alerted • Perform the actions that IBM Support request you to do • If requests from IBM support seem strange request a call back from support to explain the request

  23. IBM Support Portal http://www.ibm.com/support/entry/portal/ Add portlets to create a page that is most efficient for you Enhanced search helps you find information quickly Manage the product list to suit your preferences Additional useful support links display or hide based on cursor movement Choose a topic to see content related to a specific task

  24. IBM Support Portal - SR now a portlet http://www.ibm.com/support/entry/portal Problem troubleshooting and data to be submitted is listed for your portal product list Problem submission is built into the portal for simple access

  25. Support Offerings Overview Accelerated Value ProgramAssigned dedicated or shared resource Mission critical support Enhanced SupportRemote voice and electronic support.(Passport Advantage) Self Help Download fixes, search for answers via the IBM website

  26. Accelerated Value Program = 100% Dedicated Support • Tactical Account Management • Adds to existing support processes • Augmented level of break/fix support • Current issues and future issue avoidance • Advocacy in Support and the resolution process • Proactive advice and coaching • On-Site Assistance • Dedicated Support Resources • AVL always, AVS (with Analyst, &Strategic Levels) • Utilization determined by fee ~20%-100% Customer Accessible Accelerated Value Program Website: http://www-01.ibm.com/software/support/acceleratedvalue/ Accelerated Value Program

  27. AVL / AVS Roles and Responsibilities • Accelerated Value Leader(AVL) 1 • Coordinates all communications • Provides regular status • Escalations management • Proactive support – Drives PMRs • Serves as SPOC for all AVP issues • Coordinates on-site visits • PMR monitoring • Manage enhancement requests • Accelerated Value Specialist(AVS) 2 • Serves as Technical Lead • Proactively shares product knowledge • Assists in technical planning • Establishes diagnostic tools • Coordinates technical resources • Priority PMR handling • Proactive support (i.e. critical fixes, new patches, etc….) 1AVL always (Assist, Analyst, & Strategic) 2AVS (only with Analyst, & Strategic Levels of AVP)

  28. Comparison of Software Subscription vs. AVP

  29. Useful Links IBM Support Portal(New) - http://www.ibm.com/support/entry/portalIBM Support Portal - SR now a portlet (New!) - http://www.ibm.com/support/entry/portalRSS Link – www.ibm.com/software/support/rss/tivoliMy Notifications Link – www.ibm.com/support/mynotifications/PUSH DB link - http://www.ibm.com/support/docview.wss?uid=swg27015896Developer Works - www.ibm.com/developerworks/tivoli/supporttWikis - http://www.ibm.com/developerworks/wikis/dashboard.actionForums - http://www.ibm.com/developerworks/forums/tivoli_forums.jspaTivoli User Group - http://www.tivoli-ug.org/IBM Support Assistant – www.ibm.com/software/support/isaIBM Log Analyzer - http://www.ibm.com/support/docview.wss?rs=3455&uid=swg27013116#Log AnalyzerAssist On Site (AOS) – www.ibm.com/software/support/assistonsiteIBM Education Assistant - http://publib.boulder.ibm.com/infocenter/ieduasst/tivv1r0/index.jspTechnical Exchange Webcasts (STE) - www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.htmlIBM Redbooks - http://www.redbooks.ibm.com/Redbooks.nsf/pages/redbooks?OpenFix Central - www.ibm.com/support/fixcentralSoftware Support Handbook - http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html Accelerated Value Program - http://www-01.ibm.com/software/support/acceleratedvalue/

  30. Thank You

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