160 likes | 291 Views
Tivoli Spanish User Group Bob Evans…Director EMEA Support. <date> Speaker/Title. Agenda:. Tivoli Customer Support Update on Customer Issues Feedback – Going Forward. Listening to our customers…. “Be responsive and provide quicker resolution 7x24”
E N D
Tivoli Spanish User Group Bob Evans…Director EMEA Support <date>Speaker/Title
Agenda: • Tivoli Customer Support • Update on Customer Issues • Feedback – Going Forward
Listening to our customers… • “Be responsive and provide quicker resolution 7x24” • “Defined escalation path when my issues are not being resolved” • “Enable me so I am more productive & knowledgeable” • “Problem prevention - not just problem resolution” • “How does Tivoli/IBM measure it’s success?”
Worldwide Support Areas North America Latin America Asia Pacific EMEA – Europe, Middle East, Africa North/NordicRegion West Region South Region Central/CEE Region Germany Austria Switzerland + Eastern Europe
6 Support Focus Global presence • Americas - - - Austin, Raleigh, San Jose • EMEA - - - London, Rome • Asia/Pacific - - - Sydney, Tokyo 24 x 7 access around the world! • 12k+ calls per month globally • 450+ support resources around the world • 300+ services resources around the world Additional partners provide incremental skills
Tivoli Support Structure Customer IBM Call Center Web Interface Regional Frontend Backend Development
“Be responsive” Provide quicker resolution 7x24 • PMR Inventory reduced • Inventory to Receipts Worldwide Ratio = 79.5% • Decreased Response Time Requirement - 2 hours all severities • Better coordination with worldwide teams for smooth transition to best skills • Web submission encouraged to quicken access to deeper skills • WW focus on providing access to Support knowledge through the Solutions database • Download, solutions and product information in one location, www.ibm.com • Over 16K solutions are contained in the knowledge database • Level 2 & Development focus on teaming • APAR Inventory reduced 50% in 12 months
Being Responsive - Focus on customer issues • On-sites increasing to ensure resolution to customer’s most critical issues • Level 2 & Field Team have increased on-site year over year • WW Support Alignment • Utilization of entire support organization around the world • Continued skill development by using best skills in cross-geo teams • Better after-hour support coverage and response. • Local Support Teams provides proactive view to account issues • Look at key indicators to identify problems before customers are impacted.
Being Responsive – continued • Support and Services Relationship Program • Act as a focal point within IBM/Tivoli for customers Refer customers to the appropriate support group/program • Coordinate meetings to regularly discuss issues • 55 Customers are participating • Tivoli Assessment Program • Deployment focused: For accounts that are going through large-scale deployment and process-related issues • Focus on the software deployment • People • Process • Technology
“Problem prevention - not just problem resolution” - Support Technical Exchange • Proactive education exchange from Support providing: • Product information • Trouble-shooting tips • Problem solving resources • How does Tivoli Support Technical Exchange work? • Review the schedule of Exchange sessions and register online athttp://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html • . • Past STE presentations are listed on the schedule with presentations and/or replay option links. • 250 companies have participated in an STE session
“Defined escalation path when my issues are not being resolved” • Escalation of PMR Management continues to simplify worldwide • Duty manager provides 24 hour follow-up call on all escalations • EMEA: Duty Manager in each region as well as overall Tivoli Duty Manager on +44 1753 780 838 • Escalation flow: • EMEA: Local Country -> Regional Duty Manager -> Tivoli Duty Manager -> EMEA Support manager/director • Escalations are tracked and analysis done for preventative escalation management
Enabling Customers through IBM.COM • IBM Software Support Site • Provides Consistency across the Brands • Common information provided by the brands • One place to Submit, track and update PMRs • Additions to IBM.COM • End of Support Matrix • User Group Web Page • Supported Operating Systems, Databases and Hardware information • All Tivoli Patches • Expanded Features on IBM.com • New PMR submission Tool • Dynamic Language Translation… 8 Languages and increasing • Personalization - My Support Portal • You customize how your product information gets presented • E-mail notification on product specific information you request
“How does Tivoli/IBM measure it’s success?” • Customer Satisfaction of Support Organization • Surveys sent to customers at PMR closure • Provides direct feedback on PMR management • Management reviews every survey • Viewed as number one measurement & report card • Viewed as number one metric and included in management objectives • 2000 = 66% • 2001 = 74% - 82% • 2002 = Every month above 85% 2003 = continued improvement in EMEA
Summary:Our customers expect and deserve robust well-supported products from IBM Tivoli. • Tivoli is focused on its’ customers • We are delivering on our commitments • We are embracing IBM and the values of the corporation • Leveraging common technology across IBM • A committed Executive team
Focus Areas Feedback
Useful Links • Support Technical Exchange • http://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html • View Test Cases for Verification Testing • http://www.ibm.com/support/retmgr.wss?rs=0&rt=0&org=SW&doc=7002005 • IBM.com • Global search feature on our brand page not provided by SWG • http://www-3.ibm.com/software/sysmgmt/products/support/ • End of Support Page • http://www-3.ibm.com/software/sysmgmt/products/support/eos.html • Duty Manager Escalation Process • http://www.ibm.com/software/sysmgmt/products/support/Tivoli_Escalation_Process.html