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Accelerate the Success of Your Tivoli Software Solution!

Accelerate the Success of Your Tivoli Software Solution!. Nick Hinton Manager, Tivoli Worldwide Customer Satisfaction. Dynamic Infrastructure…. Enables visibility, control, and automation across all business and IT assets. Transforms assets into higher value services.

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Accelerate the Success of Your Tivoli Software Solution!

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  1. Accelerate the Success of Your Tivoli Software Solution! Nick Hinton Manager, Tivoli Worldwide Customer Satisfaction

  2. Dynamic Infrastructure… • Enables visibility, control, and automation across all business and IT assets. • Transforms assets into higher value services. • Highly optimized to achieve more with less. • Addresses the information challenge. • Leverages flexible sourcing like clouds. • Manages and mitigates risks. …to deliver superior business and IT services with agility and speed. 2

  3. Support in Your Dynamic Environment Throughout the life of your infrastructure and applications, you will need: • “How to” documentation • Education • Interoperability and configuration information • Troubleshooting assistance • Fix packs and code updates - which is where Tivoli Services and Support can help

  4. Tivoli Services • Part of the Tivoli brand in SW Group • Tivoli specialists • Work on complex Tivoli implementations • Best practices • ITIL certification • New products - deployment, best practices and Perform Guides • Tivoli Services Manager • Kim Griffiths, Kim.Griffiths@uk.ibm.com, +44 7710 453 102

  5. Types of Training • Classroom • Instructor-led training • Self-paced • Instructor-led Online (ILO) • Web-based training • Remote labs • Differences • IBM Education Assistant • Live Online • Support Technical Exchange • Virtual Class • Roadmaps http://www-306.ibm.com/software/tivoli/education/

  6. Support Offerings Overview Premium SupportExtra, customized support services designed specifically for a client Enhanced SupportRemote voice and electronic support.(Passport Advantage Software Maintenance) Program / Warranty Services and Self HelpDownload fixes, search for answers viaibm.com/software/supportplus telephone defect support for zSeries

  7. IBM’s Electronic Support VisionElectronic Support acts as a clients’ gateway to comprehensive support knowledge, resources, tools and thriving collaborative communities Product Initiated Customer Interactions • Electronic Support is an effective choice for resolution of support and maintenance issues • “Smart” electronic support tools that understand and display information based on the client inventory • Proactive notifications arm you with up-to-the minute information to avoid outages • Thriving collaborative communities connect clients to an extensive worldwide support network and knowledge for IBM products • Seamless transition to additional support with all the information entered via electronic support tools Proactive Notifications IBM Support/ Service Community of Clients, Partners, and IBM Professionals

  8. The Rich Portfolio of Electronic Support IBM Support Portal “I need to…” Prevent problems and stay current Download fixes and upgrades Learn more Troubleshoot problems Find information Contact IBM support Problem Management • Service Request Tool • IBM Assist On-site • IBM Link Problem Determination & Resolution • IBM Support Assistant (ISA) • Electronic Service Agent (ESA) • IBM Guided Activity Assistant • IBM Predictive Failure Analysis • My Systems Training & Education • IBM Education Assistant • Support Technical Presentations and Webcasts • IBM Training & Certification Downloads & Fixes • Fix Central • Recommended Fixes • Fix Level Recommendation Tool Search & Browse • Software Toolbar • Searching with Inventory • Information Centers • Redbooks Proactive Information • My Notifications • Software Support Lifecycles • Alerts & Flashes • Electronic Services Online Support Communities Forums, user groups, wikis and blogs Posting and answering questions, researching issues, and sharing knowledge with your peers

  9. IBM Software Premium Support

  10. Premium Goals

  11. Tivoli Exploration Centre – What is it?

  12. Tivoli Exploration Centre Locations & Capability • TEC locations: • UKI main permanent location is at Hursley, but…. • …..events can be run in non IBM locations including customer, Business Partner and Hotel / Conference locations • Hardware. Typical hardware capability is: • 15 x T60p laptops with 3 gig memory and 100 gig drives • Capable of running Proof of Technology workshops and POC support • DataPower box More details at: http://v06dbl07.hursley.ibm.com/hursley/hiugendb.nsf/pages/TECNon IBM locations

  13. Location:Finnexpo Helsinki Messuaukio 1 Helsinki Finland Duration:4.5 Days Fee:Eur 1850 (excl VAT) More information on conference content and tracks will follow soon. • Learn how to deploy your Dynamic Infrastructure: • Reduce Costs • Improve Service • Manage Risk http://www-304.ibm.com/jct03001c/services/learning/ites.wss?pageType=page&c=G401164G45999G64

  14. Any Questions ?

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