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IBM Support Processes

IBM Support Processes. “…having your business is both a privilege and a responsibility…” We are committed to achieving the highest level of customer satisfaction in the industry, with quality focused programs designed to provide services that enhance and maximize the use of IBM products.

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IBM Support Processes

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  1. IBM Support Processes “…having your business is both a privilege and a responsibility…”We are committed to achieving the highest level of customer satisfaction in the industry, with quality focused programs designed to provide services that enhance and maximize the use of IBM products

  2. Laurence Vale • Laurence.vale@uk.ibm.com • EMEA Client Support Manager • IBM Maximo • Office: +44 (0)1784-445718 • Mobile: +44 (0)7967 275461 • http://www.ibm.com/contact/employees/us/

  3. Maximo Support in IBM…. What’s changed? • Restructure EMEA organization by Subject Matter • Increase Support capacity • Adoption of IBM Support Tools • Stabilize and Improve upon Support Metrics • Future of EMEA Maximo Support

  4. Restructure organization by Subject Matter Increase Support capacity

  5. Old Maximo EMEA Support Structure EMEA Support – Language and Generalist offering14 headcount (+ 2 x Premium Support) L1 Language Support with “some” specialization 6 Languages covered US Backend Support US Product Development

  6. Maximo EMEA Support Structure EMEA Support – Multi-tier support with Geo specialization Over 100 Language specialists covering most European Languages L2 Backend SupportMaximo Product area specialists L1 SupportMaximo Trained US Backend Support US Product Development

  7. MRO Maximo Support • Development • Change Teams • Code-based teams • Code defects, APARs • Verification EMEA United Kingdom France Seoul London, Ontario • Front End • Local Country Support • Initial problem • determination Italy NORTH AMERICA Bedford, MA Shanghai McLean, VA ASIA- PACIFIC LATIN AMERICA Worldwide Escalation Major Support Centers Field Office Support Brazil • Back End • Technical Solution Centers • Product-based teams • Non-defect problems, PMRs • Development Interface Sydney O N E T E A M New Maximo Support Team

  8. IBM Support – Tools and Processes How to get the most out of IBM Support

  9. Tivoli Customer Support - www.ibm.com/tivoli Software Support Handbook http://techsupport.services.ibm.com/guides/handbook.html

  10. IBM Software Technical Support Solutions • Proactive Account Management • Augmented level of break/fix support • On-Site Assistance • Knowledge Transfer • Remote break/fix support • Included SW Maintenance • Access to Level 1 SW Engineers • Standard Hours Support • Support for installation/usage • No SW Maintenance in place • No telephone support • Access to on-line technical resources Progression Premium Support is designed to build upon the support services offered via Enhanced Support

  11. Customer Enablement – Self-Sufficiency • Enhanced our Offering • What is MySupport? • A customizable information subscription service • “Let me be more productive…!” • Enhanced Knowledge Database • “Help me prevent problem…!” • STE’s, Edu References, White papers, Exchange Sessions • “Help me keep up-to-date with your changes…!” • RSS Feeds, Education Assistant

  12. IBM Maximo Support – key areas • IBM Assist On Site (AOS) • Remote control technology • Communication is protected by 128 bit encryption • Customer is in full control of his computer • Allows L2 to more efficiently understand and resolve problems • Reduces time to Problem Determination by up to 78% • IBM Support Knowledgebase (KB Docs) • All KB Docs moved over • Engineers now specifically measured on KB Doc creation • Highlights – 129 Free STEs delivered during 2006, 767 customers, average Customer Satisfaction scored 98%

  13. Dynamic Navigation Support Task Navigation Search Additional Links Finding IBM Software Web Support siteshttp://ibm.com/software/support

  14. Self-Help Search is enabled through Google Retrieve only IBM support content

  15. IBM Education Assistant http://ibm.com/software/info/education/assistant Select product of interest and choose topic

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

  17. Accessing Software Support • IBM Customer Number • Contact Information (name, phone, email etc) • Preferred means of contact (voice or email) • Specific Problem information (Maximo_Fastpath.doc) • Related product & environment details • Detailed description of the problem/issue • Severity & BUSINESS IMPACT • ONE PROBLEM PER PMR • Sev 1 = Production System Down

  18. Want More Information? Support website http://www.ibm.com/support/ SW Support Handbook http://techsupport.services.ibm.com/guides/handbook.html Product Documentation http://www.ibm.com/software/ Redbooks http://www.redbooks.ibm.com/ IBM Assist On Site http://www.ibm.com/support/aos/ Product Patches ftp://ftp.software.ibm.com/ ftp://ftp.software.ibm.com/software/tivoli_support/patches/ Customer Portals 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

  19. Moving Forward…

  20. IBM Support Metrics… what we watch out for… • IBM has an extensive metric portfolio designed to maximize our customer focused service offering • Days since last customer contact (Customer expectations) • Hours spent on each Problem (skills) • Call Origin and volumes (Workload management) • Knowledge Documents (sharing directly clients - Web) • Product problem areas (proactive code adjustments) • Business Impact (Understand customer needs) • Customer Satisfaction Index (Surveys & web feedback) • …and many many more…

  21. EMEA Support – Focus areas moving forward • Skills, Skills, Skills… • Existing and new Maximo components, O/S and Interdependent products • Growing the L1, L2 & Global Response Support teams • Product mergence with Tivoli portfolio (Linkage with Dev) • Improving response times and PMR Turn-around time • Tools – driving adoption of AOS and Web content • Onsite shadowing – building relationship with our clients

  22. Back-up Material

  23. 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

  24. 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

  25. 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

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

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

  28. 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

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