Download - Webinar få optimal support
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IBM Collaboration Solutions
Vær proaktiv, Software Support
November 2011
®
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IBM Collaboration Solutions
Agenda
IBM Customer Software Support- Hvad er IBM software support?- Links til rådighed
Hvad sker der når man opretter en PMR ?- Hvilke informationer skal man have klar ?
Hvad nu hvis man vil have udvidet software support ?- Beskrivelse af IBMs Accelerated Value Program
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IBM Collaboration Solutions
Hvad er IBM Software Support?Hvad er IBM Software Support?
- Adgang til elektronisk support
- Hjælp til at finde løsninger på problemer i IBM software
- Adgang til fixes til kendte software problemer
- Inkluderer web-baseret - og telefonadgang
- Globalt netværk til vores support centre
Information, processer, og hvem kan hjælpe dig
med at udnytte din software maximalt
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IBM Collaboration Solutions
4
EdmontonVancouverVictoria
EdinburghLondon/StainesMilton Keynes
HursleyUxbridgeWarwick
HaifaRehovot
BeijingShang Hai
Xian Yamato
Taipei
ValbonneParis
PornichetToulouse
BeavertonKirklandSeattle
AlmadenAgoura HillsCosta MesaEl SegundoFoster City
San FranciscoSVL/San Jose
Las Vegas
RochesterMinneapolisEden Prairie
ChicagoAnn Arbor
DublinBoulderDenverLenexaPheonixTucsonAustinDallasIrving
Bedford, NHCambridgeLittletonLowell
WalthamWestford
CorkDublinGalway
Boeblingen
BangaloreGurgaon
HyderabadMumbaiPune
Cairo
Rome
Gold CoastSydney
Canberra
HerndonRaleigh
CharlotteLexingtonAtlanta
Boca RatonTampa
West Perth
Krakow
A Global Team of IBM SWG Developers
Sao Paulo
Petaling Jaya
DelftMalmo
New York, NYPiscatawayPittsburg
PoughkeepsiePrincetonSomers
Southbury Helsinki
El Salto
Hong Kong
Singapore
Prague
KanataLondon MarkhamOttawa
Moscow
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IBM Collaboration Solutions
Dit Passport Advantage velkomstbrevSendt til Site Technical Contact (STC)
Vigtigt dokument med information om bl.a.:
- Hvem er listet som Site Technical Contact (STC) Ansvarlig for STC -
-Brug tid på at oprette jeres profil
- Man kan oprette op til 9 ekstra Site Coordinator
- Brug IBM kundenummer for at få adgang til support
- Liste af muligheder for Support (f.eks., 24 x 7 support for Severity 1 calls)
- Passport Advantage kontraktnummer
- Telefonnummer til IBM Technical Support Center - 7010 5150
- Technical Support Website http://ibm.com/software/support
- Elektronisk registrering - instruktioner
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IBM Collaboration Solutions
IBM Support Portal - erstatning for support siderne!
Kontrol af din produktliste
Tilføj portaler for at oprette sider der er vigtige for dig
Slet og omorganiser din portal i hovedområdet
Flere ekstra betydningsfulde support links
Udvidede søgefunktioner – få
hjælp til hurtig information
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IBM Collaboration Solutions
SWG - IBM Software Support Toolbar http://ibm.com/software/support/toolbar
Download IBM Software Support Toolbar - giver nem adgang til software
support information
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IBM Collaboration Solutions
SWG - IBM Support Assistant
Find Information hurtigthttp://ibm.com/software/support/isa
Product Information sider
Automate software Troubleshooting
Se efter i IBM Support Assistant for uddannelse
IBM Education Assistant
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IBM Collaboration Solutions
My Notifications http://ibm.com/support/mynotifications
Brug dit IBM bruger ID og password til at oprette din profil
Vælg så de software produkter som du er interesseret i
Derefter vælges hvilken tid og hvilken form for opdatering du ønsker
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IBM Collaboration Solutions
Nogle gange opstår der tekniske problemer
Typer af tekniske problemer:- Product Defect / Hvad så
- Manglende funktioner
- Performance / Tuning
Processer / Organisationer som kan hjælpe:- Support Organisationer
- Kunde Support Duty Manager
- Produkters Requirement Processer
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IBM Collaboration Solutions
Software problem PMR = Problem Management Record
Time
New Problem Local team
Trouble shooting
Customer
Unhappy
Mgt
Escalation
PMR opens
Into Support
Severity
Raised to 1
WRONG
Do it RIGHT
And reduce
Time to Resolution
Significantly New Problem
1. Local team
trouble shooting
2. PMR opens
into Support
3 .Severity set to 1
Problem
fixed
Problem
fixed
Week 1 W 2 W 3 W 4 W 5 W 6 W 8W 7 W 9
Week 1 W 2 W 3 W 4 W 5 W 6 W 8W 7 W 9
Time
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IBM Collaboration Solutions
Når man skal oprette en PMR
Information/Data som skal være til rådighed når man opretter en PMR:- Beskriv hvilken indflydelse problemet har på forretningen.
- De vigtigste data
- Er problemet i produktionen eller i test miljøet?
- Vælg den rigtige severity i PMR'en i forhold til den indflydelse det har på forretningen (se næste slide for beskrivelse af severities)
- Identificér alle relevante data
- Søg på Lotus Knowledge Base for MUSTGATHER FIRST <product>
eller på offentlige tilgængelige support sider
- Hav en fuld beskrivelse af jeres miljø klar.
- Liste af versioner/releases/fixes installeret
- Beskrivelse af miljøer omkring jeres installation
- Dokumentation, en klar beskrivelse af hvordan fejlen opstår og hvordan den kan reproduceres
- Når du sender logs/traces - husk at skrive timestamps m.m.
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IBM Collaboration Solutions
Beskrivelse af Severity LevelsSeverity Definitioner Eksempler
Severity 1 SystemnedbrudForretningskritisk software som ikke virkerKun i produktionsmiljø
Lotus Domino server er nede
Severity 2 Kritisk software fungerer ikke optimalt. Kan forårsage forretningsmæssige forstyrelser
Brugere modtager en fejlmeddelse når man forsøger at logge på en db
Severity 3 Ikke kritisk software komponent fungerer ikke optimaltDefault når man opretter en PMR
En bruger kan ikke logge på en Lotus Domino server
Severity 4 Ikke kritisk software komponent fungerer ikke engang imellem. Dokumentation problemer
Fejl i dokumentationenEkstra dokumentation
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IBM Collaboration Solutions
Hvad sker der når jeg ringer ind ?
Call Center:Create PMR for phone users
Route PMR to product experts
Notes:
No product skill
Kunder kan åbne en Service Request (PMR) ved at bruge online problem submission tool eller calling 7010 5150
Level 1 Rediscovery:
Find known answers
Help collect MustGather
Educate clients on self-help
Broad usage based skills
Reps are product certified
Level 2:Problem Determination
Source identification:
Work-arounds and solutions
Problem recreation
Create APARs
Interface to Level 3
Reps are product certified
Level 3:Change team:
Code based team
Create fixes and fix packs
Create debug modules
Skilled in their components, not experts on entire product
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IBM Collaboration Solutions
Hvordan sender man data til lab'et vedr. en PMR
Direkte til ftp server:- Filnavn skal have følgende syntax: XXXXX.XXX.XXX.zip- Send filen til denne server:
ftp://ftp.emea.ibm.com/toibm/lotusFor user id & password:User: AnonymousPassword: your email address ([email protected])
http://www.ecurep.ibm.com/app/uploadPMR number: xxxxx,xxx,xxx
http://www-01.ibm.com/software/support/exchangeinfo.html
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IBM Collaboration Solutions
Standard eskalationsprocedurer:
Forklar hvilke forretningsmæssige ulemper problemet har
Spørg efter udviklerens manager.- Eskalation til en IBM Manager vil betyde at der kommer management fokus på med det samme
Spørg efter “Duty Manager”- Han kan allokere teknisk personale, som passer til situationen
Man kan yderligere eskalere sagen ved at få åbnet en “Complaint”- Kun tilgængelig når ovenstående aktioner er prøvet
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IBM Collaboration Solutions
Hvad omfatter Standard Support IKKE:
- Performance analysis
- Skrivning af, fejlfinding af, samt konfigurering af kundeskrevet kode
- Recovering af database eller data recovery
- Konsulentydelser
- Projektlederassistance
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IBM Collaboration Solutions
Tilgængelige ressourcerSoftware support - Overviewhttp://www-01.ibm.com/software/support/
ESR Overview http://www-01.ibm.com/software/support/viewlet/swsupport_viewlet_swf.html
PartnerWorld Contact Serviceshttp://www-200.ibm.com/partnerworld/pwhome.nsf/weblook/cpw_pwcs_nordics.html
PSDb – search PMRshttps://techlink.austin.ibm.com/psdb/swg/searchPmr.do
SR – read and manage PMRshttp://www.ibm.com/support/servicerequest
IBM Support Toolbarhttp://www-01.ibm.com/software/support/toolbar/
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IBM Collaboration Solutions
Download og læs IBM Software Support Handbookhttp://ibm.com/support/handbook
- IBM Software Support Handbook er tilgængelig på ovenstående link.
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IBM Collaboration Solutions
Flere links relateret til Lotus:
Link to Lotus Support Wikis Public Information:Search in ww.ibm.com - Lotus Wiki Resources
Lotus Quickr wiki:http://www.ibm.com/software/lotus/info/r/ldd/lqwiki.nsf
Lotus Notes and Domino wiki:http://www-10.lotus.com/ldd/dominowiki.nsf
WebSphere Portal Family wiki:http://www-10.lotus.com/ldd/portalwiki.nsf
IBM Sametime wiki:http://www-10.lotus.com/ldd/stwiki.nsf
Lotus Symphony wiki:http://www-10.lotus.com/ldd/lswiki.nsf/xpViewCategories.xsp?lookupName=Developer
resources
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IBM Collaboration Solutions
Hvad er IBM Accelerated Value Program? Proaktiv support
- Ekspertspecifik assistance
- Tæt samarbejde med professionelle som kender dit miljø
- Fastlagte tider for onsite services
- Knowledge sharing
- “Best practices”, råd vedr. projektplanlægning, udrulning af, migrering og opgraderinger af software.
- Få adgang til den senest opdaterede information & teknologi
Problem management- Reporting, statusopdateringer, Identificering af tendenser
- Prioriteringer af problemer - med mulighed for on-site assistance
- Assistance i fejlhåndteringer - med mulighed for en hurtigere løsning
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IBM Collaboration Solutions
The People Behind the OfferingAccelerated Value Leader (AVL)
Dedicated or shared, remote or onsite, providing:
Proactive advice and best practice sharing
Research and guidance
Escalation assistance
PMR Monitoring, reporting, and trending
[Brand] Accelerated Value Specialist (AVS)
Dedicated or shared, remote or onsite, providing:
Deep technical skills
Risk mitigation planning
Advice on critical fixes
Active role in problem determination
Folkene bag AVP
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IBM Collaboration Solutions
Kontaktperson vedr. tekniske spørgsmål:
Tiina Mikkelsen, IBM DenmarkIBM Sales & Distribution, Software SalesPremium Support Sales Leader, SWG Nordic
Email address: [email protected]
Cell phone: +45-2880 3856
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IBM Collaboration Solutions
Opsummering
Vigtigt at PMR bliver åbnet så tidligt som muligt - Løser størstedelen af problemer (defekt / konfiguration)
Accelerated Value Program
- Giver din virksomhed flere muligheder for at løse problemer
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IBM Collaboration Solutions
Yderligere information:
Kontakt din IBM sælger for yderligere information
IBM Lotus salg:Anders Holm Petersen [email protected] Cartilli [email protected] A Pedersen [email protected] Saleem [email protected]
IBM service salg:Søren Selch [email protected]
Næste webinar: Skab Social Business med Sharepoint. Afholdes d. 15/11 & 17/11
Følg med på vores eventkalender på www.lotus.dk
Følg os og lær mere om dine produkter og Social
Business på:
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IBM Collaboration Solutions
T hank Y ou
M erciGrazie
Gracias
ObrigadoD a n k e
Japanese
English
French
Russian
German
Italian
Spanish
Brazilian PortugueseArabic
Traditional Chinese
Simplified Chinese
Hindi
TamilKorean
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IBM Collaboration Solutions
Nyttige support links & telefonnumreIBM Support http://ibm.com/support/IBM Support Assistant http://www-01.ibm.com/software/support/isa/Submitting problem documents http://www.ibm.com/software/support/exchangeinfo.htmlSWG Tools Reference page http://www.ibm.com/software/support/supportresources.htmlOnline Registration http://www.ibm.com/account/myibm/Support Subscriptions http://www.ibm.com/support/subscriptions/us/Software Support http://www.ibm.com/software/support/Fix Central http://www.ibm.com/eserver/support/fixes/ Services Offerings http://ibm.com/services/IBM Education Assistant http://www.ibm.com/software/info/education/assistant/Technical Training http://ibm.com/training/IBM SW Support Handbook http://www.ibm.com/support/handbook/Redbooks http://www.redbooks.ibm.com /To place a Service Request in the
US and CanadaHardware Technical Support 1-800-IBM-SERV (426-7378), Option 1 Software /How-To Tech Support 1-800-IBM-SERV (426-7378), Option 2 For other countries review the Technical Support contact information found in Planetwide
http://www.ibm.com/planetwide/