Cloud & Service Management blog
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  ibm itsm measurement itil ivor itsmf tivoli 2,274 Visits
People seem to like a thing to be right or wrong. Yet the older I get the more it seems to me that very few things are totally right, and that there is rarely only one right answer to real situations.
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  ibm co-marketing mid-market partner smb business 2,207 Visits
In my quest to identify valuable resources for IBM Business Partners, I came across another excellent one.
The "2012 Co-Marketing Guide for IBM Business Partners" is an online, user-friendly guide that looks and reads like a small spiral notebook. The color coded tabs make it extremely easy to navigate through the topics which include co-marketing programs, assets, incentives, sales plays, and solutions. The guide has dozens of hotlinks which point to PartnerWorld web pages, and is also a great conduit to funnel users to the new "Co-Marketing Center" where they can create and design their own customized "Ready to Execute" campaigns.
As a staunch advocate of content consolidation and "one-stop-shop" repositories, I highly recommend this new resource, and would encourage you to view the many other resources that are available on the PartnerWorld SMB web page.
David Ojalvo 060001CNQC DAOJALVO@US.IBM.COM Tags:  partners business co-marketing partnerworld 1 Comment 3,738 Visits
I recently stumbled upon a great little co-marketing resource for Business Partners . The Mid Market Asset Gallery is a slick and extremely user-friendly one-stop-shop repository for the most recent midmarket advertising and demand generation assets. What I liked most about this tool was its search functionality, which enabled me to easily filter by campaign, asset type or date.
I did a quick search on a topic that is near and dear to me lately - IBM SmartCloud, and I unearthed a very cool downloadable print add that speaks to the ways that IBM and its Business Partners can work with a midmarket business to "take all or part of their IT infrastructure to the cloud".
I would encourage you to check it out to increase your awareness of the various campaigns and drive usage of the assets with your BPs.
Hope Ruiz 110000NU71 HRUIZ@US.IBM.COM Tags:  tivoli_user_community tivoli_user_community_web... ibm_webcast tuc 1,136 Visits
Shifting Towards Transparent Development:
How you can make an impact on the future of Tivoli products
May 8, 2012 at 11:00 am ET, USA
Space is limited. Reserve your Webinar seat now (click here)
Overview: Connect, learn, and share with IBM Tivoli on the development of future product releases. Learn how you can get open access to release plans, product roadmaps, sprint demos, and beta code so that you can provide feedback and make a direct impact on what development teams deliver.
About The Speakers:
Denny O’Brien is a manager in the IBM Tivoli strategy and development organization. In his current role, Denny manages the development and strategy of Service Management Connect, a community site that provides best practices and discussion around technical discussion around Tivoli products, and connects clients and business partners to IBM Tivoli development. Denny also is leading the transformation within Tivoli to a new transparent development model, which will give more clients access to future development plans and a bigger voice in the direction of Tivoli products.
Webcast replays will be posted here
The Official Tivoli User Community is the largest online and offline organization of Tivoli professionals in the world – home to over 160 local User Communities and dozens of virtual/global groups from 29 countries – with more than 26,000 members. The TUC community offers Users blogs and forums for discussion and collaboration, access to the latest whitepapers, webinars, presentations and research for Users, by Users and the latest information on Tivoli products. The Tivoli User Community offers the opportunity to learn and collaborate on the latest topics and issues that matter most. Membership is complimentary. Join NOW!
ivor macfarlane 2700022KPS IVORMACF@uk.ibm.com Tags:  itsm ibm itil customer-survey ivor 3,177 Visits
How would you feel, as manager in your company’s IT department, when the marketing people specified, commissioned and developed an IT application for their needs?
I was driven to ask this question by several ‘customer surveys’ that I have seen come out of the IT departments. An extract from my very favourite is shown here, which while it demonstrates admirable self-confidence it is perhaps not the perfect basis for objective assessment.
It just seems strange to me that an industry built entirely upon providing specialist expertise to allow others to deliver their jobs doesn't always feel the need to get specialist advice itself.
Now, personally, I do believe I know at least as much about building, delivering and analysing surveys as I do about technology application. But that is mostly because I know so little about technology. In both situations I would always welcome expert advice if I need to get something right.
Even IT listens to the CFO’s people when it comes to costs and accounting, yet many have potential access to significant expertise in their marketing people that goes untapped.
This feels important to me simply because of the all the bad surveying we still see. I suspect that availability of free services like Survey Monkey leads us to build and do surveys without any real planning, and without thinking through how we might analyse and use the results when we have them. Basically a good example of reducing the ‘Plan-Do-Check-Act’ cycle down to ‘Do’ - speedy and economic but not usually very effective.
As for the confusion and the wrong results taken from unrepresentative samples …
For simple, but telling, examples think about how many ‘customer survey’ results you have seen where in fact it is only users who have been addressed. It is an important thing, user satisfaction, but it isn’t customer satisfaction and we need to find out both and act accordingly on what we find. For example if you have 100% perfect user satisfaction, then the odds are your customers will think they are spending too much. And you will frequently see a mix of customers and users asked questions that are not really targeted at all, just asked because they can. This is often based on the – misplaced – belief that the more people you ask, then the more accurate the answer, ignoring the whole ‘sample selection process’.
Take a classic ITSM example, where a support unit routinely sends questionnaires to those who have made use of the service desk. This, of course, gives you a satisfaction result amongst those who have had sufficient problems to make them phone for help. Might you expect a rather lower score from these people than the ones who have been working quite happily without the need for support.
We know we need to care more and more about understanding what our customers – and users and other stakeholders – want and need. We also need to understand it is not always an easy task to find that out. There is a whole professional specialism out there that delivers this service – as service providers ourselves, proud of our professional expertise, should we recognise that more – and take some better advice before we ‘knock something up to measure satisfaction?
Maybe you do consult with your internal experts if you have them, or maybe you buy in expertise. It would be good to hear if you do.