ibm configurator edu event...managing your problem & escalation 4 important things 1. a complete...

IBM Configurator Event

15 February 2016

IBM ConfiguratorEDU EventHelp, Support, and Escalation

IBM Configurator Help and Escalation Process 15 Feb 2016.pdf

© 2009 IBM Corporation2

Agenda

IBM Configurator EDU Event

➢ Where Can I Find Help & Support?

➢ The 5 Pages You Need to Know About

➢ Forums – Interactive Q&A

➢ Help & Support Process

➢ Problem Management

➢ Escalation


Where Can I Find Help & Support?


● Good Question● Simple Answer: IBM Configurator Community LINK

https://ibm.biz/BdHV5N



Help & Support

● Where & How To Get Support



The 5 Pages You Need to Know

1. The 9 Simple Questions Page to Guide You LINK

2. The Daily Bug Report Page LINK

3. The ALERTS Page LINK

4. The Quick Reference Page LINK

5. The Contact Us Page LINK

https://ibm.biz/BdH94f

https://ibm.biz/BdH37i

https://ibm.biz/BdHAdN

https://ibm.biz/BdHT2G

https://ibm.biz/BdHT2k



The 9 Simple Questions Page

● Questions Guide You to Answers & Resources LINK

https://ibm.biz/BdH94f



Daily Bug Report Page

● Current List of Customer Reported Issues LINK

● Fix ETA if Available

https://ibm.biz/BdH37i



ALERTS Page

● Communication of Pervasive Defects LINK

● Fix ETA if Available, Patch File if Available

https://ibm.biz/BdHAdN



Quick Reference Page

● Valuable Links To Many Tools and Resources LINK




Contact Us Page

● Summary of How to Contact Us LINK

https://ibm.biz/BdHT2k



Forums

● Choose a Forum for your topic LINK e.g. FAQs

https://ibm.biz/BdH37x



FAQs Forum

● Choose a Forum for your topic LINK e.g. FAQs● Search List for Your Question OR 'Start a Topic'

https://ibm.biz/BdH37x



FAQs Forum Detail

● View FAQ Problem Description and Resolution

● Comment if Desired



e-config User Information

● Everything you need to know about e-config

● 1-Workstation Reqts, 2-Install & Update, 3-Access Portals



Contacting The IBM Help Desk

● Varies by Geography, Varies by IBMer or Business Partner

● 1- Web, 2-email, 3-Phone, 4- e-config Feedback Function



Contact Help Desk cont.. Europe Example

● Multiple Methods by User Type

● Choose the one you prefer

2

1

3



Problem Severity Definitions● VERY IMPORTANT To Request a Severity

● Severity 1 MUST BE REPORTED VIA PHONE



Problem Reporting Template● MANDATORY to Include for ALL Problems Reported

● Filling out Completely Will Speed Resolution Time



4 Basic Steps to Report a Problem

1. Identify Method You Wish to Use● Phone

● email

● e-config Feedback Function

2. Complete the Problem Reporting Template

3. Choose a 'Requested' Severity Level

4. Report the Problem to the IBM Help Desk● Using Method selected in Step 1



What Happens Next?

● IBM Help Desk (Level 1)● Acknowledges Receipt of Issue to the Reporter

● Requests Additional Information if Needed

● If None Needed → Provides a Ticket # to Reporter via email

● IBM Help Desk (Level 2)● Investigates the Issue

● If Issue is Confirmed

● Issue is Routed to Responsible Team to Resolve (Level 3)

● If Issue is Not Confirmed

● email to Reporter With Explanation



Managing Your Problem & Escalation

● 4 Important Things

1. A Complete Template → Speeds Up Resolution

2. Responding Quickly to Help Desk Requests → Speeds Up Resolution

3. Ensure Proper Severity Level is Assigned

4. Monitor the 'Daily Bug Report' for Fix ETA

● Escalation Paths● e-config, e-padm

1. IBM Help Desk

2. Jay Obey [email protected]

● Inventory Services

1. IBM Help Desk

2. Sebastian Alberto Gudino [email protected]

● SOVA – email [email protected]

mailto:[email protected]





Escalation Process

● FIRST STEP● Contact IBM Help Desk

● Must Have an IBM Help Desk Ticket

● Request Severity Level Be Raised e.g. 3 → 2

● Request Patch if Urgent and Cannot Wait Until Fix ETA

● Zip File Provided Prior to Formal e-config Release (If Possible)

● SECOND STEP● Contact Next Escalation Point in Path

● Must Have an IBM Help Desk Ticket

● Must Have Already Escalated to IBM Help Desk (Step 1)


IBM Configurator Help & Support

Resources




Quick Reference in the IBM Configurator Community● Valuable Links To Many Tools and Resources LINK



Help & Support

e-config

Demo



Thank you for your time today.

#IBMConfigurator


For more information:

Facebook http://www.facebook.com/IBMConfigurators

Twitter @IBMConfigurator

On www.youtube.com - The IBM Configurator Channel

On IBM Connections – The IBM Configurator Community LINK

Livestream http://www.livestream.com/IBMConfigurators

Contact:

Jay Obey

(720) 349-4020

[email protected]

http://www.facebook.com/IBMConfigurators

http://www.youtube.com/

https://www-304.ibm.com/connections/communities/service/html/communityview?communityUuid=a9008810-00fc-47f9-99e6-f8249bd6187a

http://www.livestream.com/IBMConfigurators



Trademarks and notes

IBM Corporation 2016

IBM, the IBM logo and ibm.com are registered trademarks, and other company, product or service names may be trademarks or service marks of International Business Machines Corporation in the United States, other countries, or both. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml

Adobe, the Adobe logo, PostScript, the PostScript logo, Cell Broadband Engine, Intel, the Intel logo, Intel Inside, the Intel Inside logo, Intel Centrino, the Intel Centrino logo, Celeron, Intel Xeon, Intel SpeedStep, Itanium, IT Infrastructure Library, ITIL, Java and all Java-based trademarks, Linux, Microsoft, Windows, Windows NT, the Windows logo, and UNIX are trademarks or service marks of others as described under “Special attributions” at: http://www.ibm.com/legal/copytrade.shtml#section-special

Other company, product and service names may be trademarks or service marks of others.

References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.


http://www.ibm.com/legal/copytrade.shtml





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