In order to allow you to fully enjoy all of the action at ConnectED, this year, we decided to distribute complimentary ICS certification vouchers rather than running a Certification Lab. Certify when you return, within the next 6 months, and ON OUR TAB!
Vouchers are good for 6 months, until July 31, 2015.
Vouchers can be used at any Pearson Vue testing center worldwide. Locate one at pearsonvue.com
Vouchers may only be used for ICS exams. Find those at ibm.co/1k9htjw.
A maximum of one voucher per attendee.
Come to meet us at the Expertise Zone to get a voucher.
Interested in seeing a demo of our social business applications at ConnectED? Stop by the Expertise Lab, located in Peacock 1 at the Swan. Here's a peek at what we'll be showing.
Establish robust expertise profiles by guiding users through the process with IBM Connections Touchpoint
Find relevant experts quickly with the IBM Expertise Locator mobile application
Route questions to experts and capture their answers with IBM Connections Social Q&A
Visualize future user experience patterns with Project MUSE (hear more about Muse at ConnectED)
Expand beyond your firewall safely with IBM Connections Invite (coming soon!)
Communicate privately within Connections with IBM Connections Direct Messaging
Stay connected to your social content from any web page with IBM Connections Social Sidebar
Receive effective multimedia learning when you need it with the User Adoption Toolkits
Manage communications and collaboration content together with Collaboration Services for TIMETOACT XCC
Provide Social Project Management for the enterprise with Collaobration Services for ProjExec
Manage the crowd-sourced creative process with HYPE Innovation for Connections
After setting the stage with Bridge to Cloud, Move to Cloud with SmartCloud Upgrade Factory
Move the content from legacy systems to WCM and Connections with IBM Content Migration Factory
Accelerate the deployment and management of the XDX and Social environments with AutoDeploy
I hope you are enjoying are ISSL@Lotusphere speaker blog series. With this entry, we would like to introduce Brad Schauf.
Brad has been with IBM now for more than 12 years and currently resides in the United States. Brad is an IBM Senior Certified IT Architect and an Open Group Distinguished lT Architect. He has worked on some of the largest Notes and Domino deployments in the world as well as the more complex Social Portal deployments. In his current position, he leads the American Solution Architects team and helps to define ISSL's services methods and approaches to services engagements. Brad is also the world wide lead architect for the Portal NOW and WCM NOW reusable software templates.
Brad is another seasoned and experienced Lotusphere speaker having presented at Lotusphere at least 5 or 6 times in the past. When he isn't speaking, Brad can be found usually leading one or more of the BOF sessions or meeting with customers in the ISSL Suite for the Meet the Expert sessions or in the Meet the Developers Lab. Brad finds Lotusphere to be a very dynamic event and he enjoys its "social density". So many customers and so many talented technical people in one place!
Outside of work Brad tinkers with technology and tries to stay in shape. He enjoys spending time with his fiance Linda, his kids, Shelbie and Nathan and his 7 nieces and nephews and juggling chainsaws. He would really like to get back into sailing, but he finds that a bit difficult as he now lives in the desert! (Arizona to be exact.)
For Lotusphere 2012, we asked Brad what he has in store for attendees. Here is what he says you can expect to get from his session with co-presenter Jeffrey Seifert.
ID202 Rapidly Deliver WID202 Rapidly Deliver Web 2.0 Social Business Solutions with IBM Web Experience NOW Offerings It has never been easier to implement compelling production level web experiences that match the requirements of your internal and external audiences. Attend this session to understand the latest in delivery initiatives, including IBM WebSphere Portal NOW, Content Template Catalog and Industry Template assets that pair technology expertise with industry thought leadership to offer best-practice guidance optimized for the particular business you are in. Understand these program components to learn how you can assemble business ready web pages, with content components and templates, integrated social services and presence awareness, to rapidly deliver production level web experiences. See how these software template and deployment models enable you to start simple, solve requirements, and then broaden to other areas as your enterprise business needs evolve. Speaker: Brad Schauf and Jeffrey Seifert Date: Monday, January 16, 2012 Time: 03:45 PM - 04:45 PM
Location: Mockingbird 1 & 2
With all the action going on at Lotusphere, why should attendees go to your session?
Brad says: "My session is all about being able to provide quick solutions to social business problems, quickly. Basically, I speak about and demo the Portal and WCM NOW solutions we have built to give organizations a "jump start" to both the technical side of a Portal or WCM engagement but also to give them the methodology behind the deployments."
Our ISSL@Lotusphere Speaker Blog series is in full swing. With this latest entry we would like you to meet Nathan Vega.
Nathan Vega is Program Manager for Adoption Services for ISSL and currently resides in the United States. He has worked at IBM for 10 and a half years with his journey beginning in development as a software engineer on K-Station and continuing in his current position as Social Business Leader for ISSL. In between these two positions he developed a gamut of valuable skills in various roles such as:
Premium Support Manager (now Software Accelerated Value) and Specialist working with Alltel Communications and Wal-Mart. Nathan's challenge on these accounts was to help deploy and maintain complicated Portal environments that contained a mix of IBM and third party products. He considers it to be one of the most valuable experiences in his career. The complex challenges of bringing multiple teams together to solve complicated problems to a satisfactory end for all parties is something he relished. He enjoyed the customer interaction and especially the ability to see the delta between how a product is engineered and how customers want to use it.
As an ISSL Program Manager, World Wide Education, Nathan considered and developed programs that developed practitioners' skills to meet new product and customers' requirements. This was also an opportunity to start seeing and contribute to the internal processes by which ISSL develops and adjusts to ISSL's customers.
Nathan's role then shifted to an ISSL Program Manager for Strategic Accounts as a special assignment. Once again Nathan handled complicated problems with important and large customers. The backbone of his efforts was on Notes deployment and adoption, but also included other IBM technologies including IBM Connections. 2010 represented his first learning experience on the differences between deployment and adoption.
In 2011 and now 2012, Nathan's role has been as ISSL's Social Business Leader. Using his past experience on deployments, education, communications, and adoption his team has been developing Social Business Adoption solutions to educate and plan with customers on how to shift to Social Business effectivel
For Lotusphere 2012, we asked Nathan what he has in store for attendees. Here is what he says you can expect to get from him.
BPDD304 Social Business Depends On Adoption - Differentiate Your Firm And Open New Revenue Opportunities! Adoption and consulting assessment services are a key component of customer success and a potential new source of revenue for Business Partners. Learn key success factors and how to develop a consulting service to complement your existing offerings. This session will include: Where to start; Clarifying Business Objectives; Sponsorship; Measuring Success/Evaluation; Selecting Pilot Participants; and Communications Planning Speaker: Nathan G. Vega, ISSL Program Manager for Adoption Services Date: Sunday, January 15, 2012 Time: 04:15 PM - 05:15 PM Location: SW 7 - 10
With all the action going on at Lotusphere, why should attendees go to your session? Nathan: "I have several sessions on Social Business Adoption that I'm delivering in different formats:
BPDD304 on BP Development day (see abstract above) is about educating the IBM Business Partners on:
1. What is Social Business (although, most know this already) 2. Why focusing on adoption, as well as, deployment is important 3. What ISSL/IBM is doing to build our experience and offerings in the Social Business Adoption space 4. And lastly, how can BP's develop their own adoption solutions or partner with ISSL
I have an experts round table (interactive discussion) in Software Accelerated Value Program to discuss Adoption for Social Business. It will focus on the top three points above, as well as give some ideas on how to implement these solutions in their business.
The third is an experts panel (BOF113 Take the Fast Lane and Accelerate with Proven Solutions for Successful Collaboration!) for our customers to have an interactive discussion on a variety of Social Business concepts."
Is this your first time speaking at Lotusphere?
Nathan: "Yes, this is my first speaking engagement at Lotusphere. I have not submitted abstracts in the past because the passion and knowledge of the topics was ultimately surpassed by other people. Social Business and the adoption of these technologies are something that resonates with me. I'm nervous to speak to a large group of people, but I'm confident that the topic(s) are valuable and worth the uncomfortableness I feel."
Our ISSL@Lotusphere speaker blog series continues today with one busy dude. Meet Poul Olczyk!
Poul Olczyk is an ISSL Senior Consultant and currently resides in Denmark. He began working for IBM in 1996. He started in Global Business Services as a consultant working with Notes and Domino for large customers in Denmark. At that time, he had been working with Notes and Domino since 1991 where he installed the first Notes server in Denmark. After a few month at a business partner in 1999, he moved to Lotus as a specialist supporting the software sales. Since 2000, Poul has been working as a developer as well as an administrator for customers in all of Europe but primarily in the Nordic countries.
Sametime became quickly one of the products he looked at as a "side business" but it has since become one of his primary focus areas. In late 2010 he developed the "Sametime in a box" concept to help selling Sametime 8.5 in Denmark. It became an immediate success and he has had more that 20 customer implementations based on that box. The concept is right now used in Denmark, Norway, Sweden, Finland and Australia. Other countries are coming, too. In 2011 he was happy to be lead instructor at a Sametime 8.5 workshop for ISSL consultants in Boston, Massachusetts, in the United States. Lotus Protector is also one of the products he is taking care of. He has been designing and implementing solutions with both Protector solutions for customers in Europe but also as far away as Australia. In December 2011, Poul became a Solution Architect and is now working for the Center of Excellence in Europe.
When not working, Poul is a keen biker. He rides both road bike and mountain bike as often as he can. He participates in races as much as time permits, but it has to be some of the odd races. During the last 5 years he has participated in three 24 hours and a 12 hours MTB race. On his race bike he rode a 210km long race last summer and this summer he will race in the La Marmotte - 174 kilometers, 5000 meters ascent (+16000 feet), over three of the most famous climbs in France. (Whew!)
Poul's first Lotusphere was in back in 1999 where he participated as a normal attendee. This is his first speaking session at Lotusphere 2012. Previously Lotuspheres have found Poul participating in pedestals demos at the Expo. This year Poul expects a busy but fun week with a lot of customers.
For Lotusphere 2012, we asked Poul what he has in store for attendees. Here is a look at his session and what he says you can expect to get from it.
ID210 Put Your IBM Sametime in a Box
IBM Sametime 8.5.2 can easily scale up for enterprises with thousands of users, but what if your company only has a few hundred users or less? Sametime in a Box is a fast way of implementing a fully functional IBM Sametime 8.5.2 environment. It can be used for Proof of Technology (POT) or Proof of Concept (POC) or as a server to support a few hundred users. Invented at IBM Denmark, Sametime in a Box is used for POT/POC for clients, as a production server for SMB clients or as a starting point for enterprise implementation. Attend this session to learn hear how to prepare, install and deploy IBM Sametime in one server capable of supporting a small or midsize company – or to work as an extranet server. Speaker: Poul Olczyk Date: Thursday, January 19, 2012 Time: 10:00 AM - 11:00 AM Location: Mockingbird 1 & 2
With all the action going on at Lotusphere, why should attendees go to this session? "This is really about eating the elephant in small pieces. IBM Sametime has become extremely flexible and more complex compared to earlier versions. For some companies it can be difficult to understand why so many servers are needed, to do what could be done with only one server in the past. My session will talk about how the new IBM Sametime can be simplified but still as versatile as a more complex implementations. Sametime in a box is a solution which can easily be implemented in any company in no time compared to other solutions. For smaller companies as production server and for larger companies either as site server or as POC/POT or test system. Sametime in a Box can also be used by partners to speed up implementation of IBM Sametime at customers."
Be sure to check everything ISSL is doing at Lotusphere 2012 here.
The C2040-TBD: IBM Connections Cloud Fundamentals V1 is currently in the works and will also be a brand new addition to the portfolio. This exam is an entry-level exam covering the features and functions of the IBM Connections Cloud family of products and subscriptions. This overview exam covers all the Connections Cloud subscriptions, including IBM Verse. Candidates successfully completing this exam will receive the IBM Certified Associate - Connections Cloud V1 certification. This exam and certification pair is expected to be released around the first of April 2015.
In this Open Mic 6 minutes replay, AVL Jim Dewan describes how to incorporate Connections into your software solution monitoring/troubleshooting and performance analysis into a dynamic dashboard to oversee your Connections environment. In this short video, he presents how to collect client response time data throughout the environment and share it within the friendly confines of a Connections Community. Leveraging the Connections mobile client for this data provides access from any place, any time, and anywhere. The key to adoption rates of Connections is to deliver necessary data within various teams. Real time system status and response times metrics, information that is constantly changing, is a great way to increase usage of a Connections Community. Teams then document their knowledge around these real time stats leveraging the powerful features of Connections.
Available also for other ICS products, Watchit is a no cost monitoring and performance reporting tool available via IBM Greenhouse. It is a platform independent tool with some great Connections monitors and stress testing. There are minimal software requirements such as Python and a JRE. For Connections, it leverages the REST apis to create content for performance/functional analysis and to then push the results into a Connections Community if desired.
Over the course of the next months, I plan to bring to contribution in this forum various experts from our Services, Support and Client Success team to discuss things that matter to you.
I work with a great team of innovative folks. I introduced a few in January but there are 800 more of them across the globe! Even though I have been onboard for quite a few years myself, it is only recently that I discovered in more depth some of the great work taking place.
Provide me your input! Let me know what you are particularly interested in. We can give insight on our entire portfolio of collaboration products and services including education. We can point you to good articles and resources to be aware of.
One of the key advantages of moving to Cloud is, of course, no longer having to worry about engaging into upgrade exercises, big or small. But for those still in that mode today, please be aware that Notes, Domino or Sametime releases 8.0 are coming to end of life in April.
If you are running these releases, you may want to bridge over quickly to a supported release OR to your new platform (like Cloud). To save cycles and do it safely, we have an offer called AVP Upgrade Bridge that can be added to your maintenance contract to stay supported. Through the assistance of an Accelerated Value Leader, you will get priority service to expedite the resolution of issues, keep your production humming while you focus on your destination.
Between now and the end of March, IBM will also include, free of charge, a Multi-Media Library/User Adoption tool kit, complete with training videos, presentations, tutorials and more! This toolkit will significantly reduce training expenses and help your users adopt more quickly.
Want to hear more about the Upgrade Bridge offer? Visit the Expertise Zone while at ConnectED or contact firstname.lastname@example.org
Our Collaboration Services team and our strategic partners extend the value of your social space. For the 30 days following ConnectED 2015, we will include at no extra charge our Touchpoint user adoption app when you acquire one app. Add private user-to-user messaging with Direct Messaging. Access Connections from any web page with Social Sidebar. Improve access to you experts with Social Q&A. Energize your projects with Collaboration Services for ProjExec. Add intranet like communications responsibilities to Connections with Collaboration Services for TIMETOACT. Reduce support costs and improve productivity with the User Adoption Toolkits.
Important news for Notes - Domino - Sametime customers running 8.0
If you still run release 8.0 of any of the above software, you will be interested to hear about thenew Upgrade Bridge offer available to remain supported until you are ready to move on. Whether you have on the horizon, moving to Cloud or upgrading on-premise, Upgrade Bridge ensures better focus through the assistance of a shared account manager from our AVP Service to help you. Just until the end of March, we added a bonus: we will include at no extra cost one User Adoption Kit (aka Multimedia library) in one language to teach your users the essential skills they need to quickly exploit the new productivity enhancing features. Visit the Expertise Zone to find out more.
Additional specials for ConnectED participants available at the Expertise Zone!
Free day of consultation:visit the Expertise Zone for a demonstration of any of our apps and you may receive one of three free days of consultation!
Complimentary ICS Certification vouchers: In order to allow participants to fully enjoy all of the action at ConnectED, this year, we decided to distribute complimentary ICS certification vouchers rather than running a Certification Lab. Certify when you return, within the next 6 months, and ON OUR TAB!
To continue our ConnectEd Expertise Zone blog series, I'd like introduce Rob Gearhart.
Located in Austin, Texas, Rob is an extremely valuable member of the IBM Support team. With years of emergency on-site experience, Rob leads by doing and has become an exceptional leader and troubleshooter within IBM. Rob has a deep understanding of memory management and problem determination tooling, which has enabled him to solve the toughest of performance problems for our customers.
On Wednesday, January 28 at 10:30 - 11:30 AM EST, Rob will be presenting "Digital Nightmares - The Biggest Performance Killers in Your Environment" in Mockingbird 1-2 rooms of Walt Disney World's Swan Resort.
We are looking forward to meet you at ConnectED. This year, the AVP Red Carpet Lounge and the Lab Services Zone merged in one room that you don't want to miss: the Expertise Zone.
Discover our innovative solutions to build Organizational Expertise and meet other engaged event participants interested in the same. Our experts have been helping customers worldwide extend the power of Social to accelerate employee engagement and to build greater collective knowledge.
This lead us to extend our portfolio of solutions to help the popular shift to the Cloud and to expand the value of Connections. If you find that expertise sharing is not happening fast enough in your organization, you want to hear about our solutions. We now have social project and innovation management solutions for you. As discussed earlier this week, we will preview Project MUSE, a framework allowing cloud and on-premise customers to be early adopters even with a customized environment. We will present our three tier level of support for cloud customers, maximizing your ROI, providing a higher priority service level and providing expert assistance for the adoption and full benefit of the Cloud. We can help you move to cloud extremely fast and efficiently thanks to SmartCloud Migration Factory and bring your Domino applications along. Last but not least, if you have been busy and missed the upcoming end of service of Notes 8.0, Domino 8.0 and Sametime 8.0, we can help you bridge to a supported release with our Upgrade Bridge offering with an extra!
Lots of action and even more! Drop by the Expertise Zone to meet our hosts. We'll be more than happy to answer your questions and talk about our solutions.
Tony Cusato is one of our most popular FSS Engineers as he has touched a large number of the products in our portfolio. Tony has been a precursor on the use of our products on virtual platform, on IBM Connections, Docs, Forms Experience Builder, Sametime, Notes/Domino, and Traveler.
Lately, Tony has been focused on IBM Event Connect, an Event Management software that IBM developed and which is used for several of IBM's key events such as ConnectED. If you have been at any of our key events last year, you probably noticed the modern, mobile conference site with social collaboration woven throughout that attendees, presenters and conference organizers have access to before, during and after the event. This facilitates greatly networking, helps conference attendees get the most of their attendance and conference organizers to maximize the value of their current and future events.
Come to meet Tony at the Expertise zone to discuss topics of common interest, to get his input on a challenge you might be facing, or simply just to say "Hi"!
Rooted in same projects that gave birth to Watson, IBM's cognitive technology, several products have been in development by our collaboration consulting group to do one thing: unlock Corporate Knowledge. Three words may sound simple but they have huge implications given expertise is typically spread across multiple niche applications (e-mails, presentations, communities, databases, etc.) which often spans across different vendors. From emails with short-lived visibility to communities that mushroom so fast in growing organizations that self serve search time and human switchboards become key impediments, Corporate Knowledge is often partly hidden or spread too wide to support well an agile workforce.
That's exactly the agenda behind the six years of work done by our consulting practice. Expertise 360 refers to a series of growing apps that take different angles at discovering and planning the expansion of Corporate Expertise. Let me give you some examples:
One tool is set to recuperate the knowledge stored in various product structures, whether the applications are IBM's or third party, to build a central corpus accessible through our social software.
Another application studies social sharing patterns to identify experts and their readiness to share to help the workforce route their queries. No human can keep up with it fast enough in large organizations so technology helps greatly here.
Another tool builds FAQs for reuse: this is helpful to avoid wasting expert cycles on questions already answered and to programmatically ensure the corpus remains current with actuality. The workflow ensures that answers are gathered timely and new, Watson can be one of your experts!
A couple more help build mobile learning campaigns and follow the progress of your enablement initiatives via a dashboard and measure them against goals.
These are just a few of the tools under the umbrella of Expertise 360 that you can discover while at ConnectED. Drop by the Expertise Zone and see for yourself how they can help build your Smarter Workplace.
If you are not attending and would like to hear more about these tools, just let us know and we will connect you!
To continue our ConnectEd Expertise Zone blog series, I'd like introduce Charlie Price.
If you've worked with IBM Support on your IBM Connections deployment you may have had the pleasure to work with Charlie. Charlie has spent over five years as Technical Team Lead in IBM Connections Support and is one of our most senior Support Engineers. Charlie is based out of Atlanta, Georgia.
On Tuesday, January 27 at 2:30 - 3:30 PM EST, Charlie will be presenting "Fast Lane to IBM Connections 5" in Southern Hemisphere Salon 1 of Walt Disney World's Dolphin Resort.
In his presentation, Charlie will help you build a Connections 5.0 migration and go-live plan. He will also teach you how to enable some popular new features in Connections 5.0, such as Survey Widget, IBM Docs, the Docs viewers, the Ephox editor, the Desktop plugins and more! He has a wealth of knowledge about how Connections integrates with other products.
On Tuesday or Wednesday morning, stop by to meet Charlie with your IBM Connections questions at Expertise Zone (Peacock 1 in Walt Disney World Resort's Swan Resort).
Today, I'd like to introduce Gaganpreet (Ginni) Saini. Ginni is a senior member of our Sametime Level 2 Support team. With over ten years of experience in troubleshooting challenging customer situations and implementing real-time enterprise web conferencing applications, Ginni has a wealth of knowledge. She focuses on our Sametime product but has skills in many areas from application development to code debugging.
On Wednesday, January 28 at 11:45 AM - 12:45 PM EST, Ginni will be presenting "Connect the Dots: IBM Sametime Audio/Video Planning, Deployment, Troubleshooting and Beyond" in Swan meeting rooms 7-10 of Walt Disney World's Swan Resort. During her presentation, she will delve into deploying and administering Sametime media services, a very popular topic lately. You will build an understanding of how the Sametime media pieces work together to provide media services to the end user, and will learn how to troubleshoot the audio/video issues in your existing deployment.
You can also speak with Ginni at the Expertise Zone (set up in Peacock 1) on Monday, January 26 between 10:30 AM - 1:00 PM EST, and on Tuesday, January 27, between 8:30 - 12:00 PM EST.
Andre Hagemeier is one of our WebSphere Portal and Connections specialists from Germany. His specialty lies in the extensive customization of Portal behavior to suit the clients' needs. He has deep knowledge of the underlying application server architecture and functioning and the Java runtime itself. He has been the core developer of the deployment and middleware automation asset IBM Autodeploy for WebSphere Portal. He is one of our top experts on Connections development, extension and customization.
At ConnectED, André will be teaming with Enno Scholz from Hype, to discuss the work they have been doing to support Innovation Management in large global organizations. They will talk about Hype Innovation for Connections which significantly improves the support for ideation, the selection of the ideas of highest potential, their implementation and success tracking. For instance, this app permits the prominent positioning of Idea campaigns for higher participation rates. It also integrates evaluation wizards. These are just a few of the enhancements that it brings to your Connections space.
Meet André at the Expertise Zone through-out the event to share his expertise on this solution, the Apps portfolio or Project Muse. We invite those who have questions or want to hear more about Hype Innovation for Connections, to come to meet him at the Expertise Zone on Monday, between 3PM and 4PM.
To continue our ConnectEd Expertise Zone blog series, I'd like to introduce Wes Morgan.
Many of our readers have seen or heard of Wes Morgan. Wes is a senior member of the IBM Support team and has presented at IBM events for over a decade. He has a wealth of knowledge in all aspects of hardware, software, networking and troubleshooting. He is a valued and experienced IBM Sametime Deployment Engineer.
You can listen to and meet Wes:
Sunday, January 25 at 1 - 2 PM EST - Wes will be presenting along with IBM Champion Chris Miller, "IBM Sametime Deployment Do's and Don'ts: Tips, Tricks, Perils and Pitfalls" in the Mockingbird room of Walt Disney World's Swan Resort.
Wednesday, January 28 at 7:15 - 8:15 AM EST - Wes will be presenting "Enterprise Networks - What You Don't Know CAN Hurt You" in the Toucan room of Walt Disney World's Swan Resort.
Wednesday, January 28 at 8:30 - 10:30 AM EST - Wes will be available to meet and speak with you at the ConnectED Expertise Zone (set up in Peacock 1 in Walt Disney World Resort's Swan Resort). Stop by to meet Wes, network between sessions or take a coffee break.
In addition to being a Sametime guy, Wes is a network guru, is a father of four, loves to read, is a musician and does not shy away from a great political discussion.
Would you like to hire Watson to be part of your workforce in action? You will be pleased to hear that Watson can now participate in Connections in the same way a human worker can, as an option available through Social Q&A.
Social Q&A is part of the Expertise 360 suite. It enables users to obtain and reuse answers from questions intelligently routed to subject matter experts throughout your organization. Social Q&A leverages smart analytics to route new questions to the appropriate subject matter experts for timely handling and to build a central repository of questions and answers for reuse.
We now have the capability of adding Watson as an expert that can be polled by Social Q&A, allowing Watson, as an expert in your organisation, to support your workforce in unprecedented ways. An employee could post a question, say, related to one of your products requirements, corporate policies, a question regarding local laws, traveling, etc... Watson will apply the extent of his expertise to answer questions with unmatched speed and efficiency.
Find out more about Social Q&A and about hiring Watson to support your workforce by visiting the Expertise Zone set up at Peacock 1. Jason Gary or David Byrd will be pleased to tell you more.
This week, I plan to introduce several of our Service Professionals who will be at ConnectED, present at our Expertise Zone, set up in Peacock 1 at the Swan Hotel in Walt Disney's Resort.
Let me start by introducing Jason Roy Gary. Distinguished engineer, Jason is the Chief Technology Office of IBM Collaboration Solutions, the though leader behind the innovative IBM Apps and Assets portfolio. If you are not familiar with the portfolio, follow this blog where we will continue to provide insight on this great set of applications that complement and enhance the business value of Connections.
Jason is the executive technologist behind Expertise 360. This is a suite of apps that help surface Corporate Knowledge. It discovers the knowledge dispersed in a unique mix of infrastructure and skilled workforce to support your speed in action and your competitivity. Expertise 360 boosts the reuse of your corporate expert knowledge by gathering it to a central source and uses analytics to identify sharing patterns to involve the right experts timely. The net result: you can plan, track and extend the development of your workforce expertise.
IBM ISSC Project Muse is a project that explores the capacity of customization for Cloud products, which efficiency is essentially the result of standardized configurations and standards. Economies of scale, rapid adoption of the latest releases as delivered by the DevOps model, faster performance at the client, and the competitive advantage of one-time and scaling customization: together in one package! We are looking as well into applying this framework to on-premise applications as well.
Come to meet Jason or one of our Lab Services experts at the Expertise Zone to find out more about this most innovative set of tools.
For those not attending ConnectED: don't panic! Jason will be visiting this blog regularly in 2015. So stay tuned!
Our discussions with customers have begun to identify use cases for Expertise solutions in different lines of business. Recently, we explored Customer Service and how processes within that group can be enhanced with Expertise services.
Often, there is a need to collect the additional information from end-users, making sure tacit indicators of expertise get reflected into systems. For that, we use IBM Connections Touchpoint to assist a customer service representative in completing their expertise profile.
Answering the Question
A common scenario resolves around a supported constituent having a question. The question is posed to the support team and one of the service representatives answers it. Many support departments use question categorization and support queues to align the question with a targeted workgroup of service representatives. By using IBM Connections Social Q&A, we can streamline that process. When the user enters their question, related questions are served up as links, allowing the user to obtain their answer from previously populated repositories. When entering the question, the user does not need to know whom is the best expert nor where is the best queue to place it within. The Social Q&A solution will automatically route it to the best team of experts based on the question content, the expertise profiles, and contributions of the support team. The experts are notified within their workstream and do not need to monitor queues nor switch context in order to access other systems. Once answered, the requester sees the response within their news stream.
Finding the Expert
Additional experts are sometimes needed to address a support inquiry. IBM Expertise Locator quickly finds experts based on geography, job role, and expertise topic from any workstation or mobile device. Once identified the experts can be contacted via phone, message or social platform and added into a growing network of favorite and connected experts.
Indications of expertise can be found in many systems throughout the enterprise. By using IBM Expertise Discovery, data from many systems can be aggregated and analyzed for use in the scenarios above.
Common Support Systems
IBM Expertise Solution
Requester navigates through a tree of categories or call queues
Requester can pose question directly and the solution will route to the proper queue and team of experts
Requester must perform a search of FAQ and previous answers
Related questions and their answers are automatically linked for the requester to access
Support personnel are assigned to monitor a queue
Work items are automatically routed to support personnel based on their expertise
Support teams are assigned based on supervisors understanding of their expertise
Expertise is systematically based on certification levels; declarations made by the enterprise, peers and individual; published contributions; and willingness to assist.
As part of the acquisition of IBM's X86 business, Lenovo needed to migrate users out of IBM systems. Thy chose T-Systems who provides the engine for our Content Migration Factory to help them quickly move content to the cloud. For more information on the Lenovo migration check out the article in Computer Weekly online. For more information on our Content Migration Factory see the sales kit in this community.