One of the hottest topics at the
Tivoli Software blog
Tiffany Winman 12000065XB firstname.lastname@example.org Tags:  management netcool switches hubs automation network software routers service-management acquisition ibm ibmsoftware black intelliden 3,038 Visits
One of the hottest topics at the
Tiffany Winman 12000065XB email@example.com Tags:  ccmdb omegamon ibm access tpm itcam rativo taddm assurance integrated-service-manage... and tivoli rational rtlm itm manager system rpt #ibm provisioning #ibminnovate #ibmsoftware srm rqm monitoring architect identity 5 Comments 3,248 Visits
Denny O'Brien 120000NV9S firstname.lastname@example.org Tags:  wikis netcool monitoring tbsm best-practices 1,327 Visits
Tivoli wikis provide best practices and scenarios for using Tivoli products. This content is developed by Tivoli subject matter experts, and authors range from IBM developers to business partners and customers. Here are some of the recent best practice and scenario contributions to Tivoli wikis:
Access all Tivoli wikis from Tivoli Wiki Central.
Tiffany Winman 12000065XB email@example.com 495 Visits
In response to: Welcome!Heath, congratulations on the new Tivoli Netcool blog. I'm really looking forward to hearing your team talk about Consolidated Operations and more! :)
a picture can speak a thousand words, just how many can be captured
in videos and other multimedia? That's the question we asked within
IBM Tivoli while exploring new methods for delivering technical
information to customers.
And the answer at which we kept arriving was clear: multimedia can improve the time to value for our customers. In other words, by placing more emphasis on multimedia, we can reduce the time that it takes for customers to make Tivoli products useful. That's why, on March 31, we launched the Tivoli Media Gallery, the new centralized home for multimedia about Tivoli products.
Within the Tivoli Media Gallery, you can find many different multimedia types, ranging from quick 1-5 minute video tutorials that walk you through a complex task to demos that highlight specific product features. You can even find podcasts from Tivoli subject matter experts.
The Tivoli Media Gallery centralizes all of the multimedia that is hosted by the 25 external product and solution wikis available from Tivoli Wiki Central, and it also consolidates links to media that is hosted by other sites. This includes popular resources from within IBM and beyond:
Most of the multimedia that you find in the Tivoli Media Gallery is original content created by IBM professionals. This ranges from a ten minute demo on the Tivoli Service Availability and Performance Management solution to a one minute video tutorial on how to create a connection to the Tivoli Workload Scheduler engine.
Those are just two examples of the type of content that you might find in the Tivoli Media Gallery. To see more, visit the Tivoli Media Gallery at http://www.ibm.com/tivoli/media.
Larry Bietz 270001JUVU firstname.lastname@example.org Tags:  portal_tools tivoli-support tivoli service-management 827 Visits
Social networking support is less formal in many ways, and the tools for measuring these things do not exist. We also confirm entitlement for confirmation of product license, to establish verification of the time, labor and testing that is done to isolate and validate results. In this way we confirm that the solution provided is known to be a complete answer that works.
Product assistance from forums, blogs, wikis are not to be considered formal support, but can be very efficient in providing a more casual exchange that of course is inclusive to a larger audience of clients and their interaction. It is the collaboration in discussion that offers the unique benefit and value.
We need to collect input from customers about the types of product situations they are able to share in a public exchange, and examples that will define how a support focused social networking area should be grouped. As an example, we have Developerworks forums today that are used extensively, very much driven by the end users. We have Developerworks wiki's that are not updated by the customer, but provide an important extension to product knowledge learned after GA and can be included in future product publication versions. Is there another option for exchange that adds value and further extends the business benefit as defined by our users?
Larry Bietz 270001JUVU email@example.com Tags:  tivoli-support service-management tivoli portal_tools 2 Comments 1,918 Visits
Pulse 2010 was a great session. So many thoughts, ideas and very smart people defining for how we all make a smarter planet.
You could feel change happening in every corner of the day. We talked to many people, not yet aware of the IBM Support Portal and their interest in the IBM Support Portal was also positive and clear. We have personalized your support experience, making significant improvement in how you can find or request assistance with your product questions. So now the next steps are ready to be taken.
So what about social networking for product support? I ask many attendees, did they or how do they use social networking for business? Do they see the oppurtunity for it being a part of the standard support options? What areas could we improve their support and collaboration for supporting a smarter planet using social networking? I have found good information on 'How twitter will change the way we live?' Thought provoking virtural collaboration from universities, rapid idea sharing and debates, enabling a connected society to interact in a virtual unified way. The comparisions to life's analogies begins to form, but at the end of the day how and what do we measure for success? What operationally qualifies the investment and actions to make social networking a high contributor to the success of supporting our customers even better?
I completed this week excited for the future as all the software products are ready, but still very reflective on the question, how can we harness and improve the customers online support experience using social networking? What are the best places to use that strength of collaboration? We are stronger together, customers, partners and IBM building an understanding for intergrated service management, with a combination of methods new and old, hybrid solutions that lead to combination's of composite product installations. Final solutions that takes strong skill to understand, leverage and support. I'd like to hear your comments. Share them here, or drop me a note at firstname.lastname@example.org. These are very interesting times.
Larry Bietz 270001JUVU email@example.com Tags:  tivoli-support portal_tools tivoli service-management 885 Visits
Yesterday, Pulse got underway with the solutions expo officially opening and a full house of customers and partners joining us, in Las Vegas It was a full day, but very well attended. The level of interest and engagement has been intense, with good questions and comments from the audience. My task the next several days is to staff a demonstration pedestal (#16) with James Pierce, and others covering the IBM Support portal and applications.
It has been good meeting with our users, many who have not explored the new site. Their feedback has been initial surprise and then impressed with the final solution the support portal now provides. Everyone we spoke to sees the value this new single support site offers, and wanted to understand how to get access use it. It has been surprising how many had not discovered the new site, so our presence here has been good for getting the message to the community.
If your at Pulse, please stop by the expo solutions center and look the support team pedestal up. We are at #16 and will also be presenting three sessions on Tuesday afternoon,
#1480- (3:30-3:50) Electronic Support- Avoid Problems & Resolve the Tough Ones Fast
Learn about IBM's portfolio of online support tools and resources that provides comprehensive technical information to ensure smooth operations of your mission critical applications.
#1479- (4:00-4:20) IBM Support Assistant- Finally an Easy Way to Resolve Problems
Explore IBM Support Assistant, a complementary serviceability software offering that enables you to efficiently resolve problems or avoid them altogether.
#1536- (4:30-4:50) IBM Support Portal- Your Support Experience is About to Get Personal
Learn how the IBM Support Portal can lower your total cost of ownership for IBM technology by giving you flexibility and choice and making you more efficient in keeping your business running.
Birds of a Feather Session # 2205 (6:00 - 7:00pm)
Accelerating Success with Tivoli Customer Support
Location: MGM Grand - 108
We look forward to seeing you there!
Danyel Otteson 060000ANFQ DOTTESON@US.IBM.COM Tags:  storage user group tivuser asset security tuc ug automation tivoli community usergroups maximo 1,806 Visits
Come join the 1000+ user community members attending Pulse 2010 next week in Las Vegas, NV.
In a recent Newsletter communication from the Global Tivoli User Community they wanted all user community members to do the following at Pulse:
" Go to the "User Community Networking Area" - the "one stop shop": meet people, pick up your specific user group button, update your TUC profile, learn how to use social media, do a video/podcast
When: Sunday 6:30 - 9:00; Monday 12:00 - 8:00; Tuesday 12:00 - 6:00; Wednesday 12:00 - 4:00
Where: Expo Solution Expo Hall"
the "What is it like to be a Tivoli customer, the good, the bad and the ugly"
BoF session - Four members of the GTUG council will be the panelist for this
session along with Bill Kribbs, VP of Tivoli Support and Services who will host
Maximo User Group meeting on Sunday or for those Italian TUC members
attend your user group meeting on Tuesday
"Find a User Community member" game - two members of the TUC each day will
have their pictures displayed on a poster boards throughout the conference and
the first 10 people to find them will get a prize
pride for the Tivoli User Community and do a 2 minute "man on the street" video
about your user group experience and/or more
As the Global Tivoli User Community Manager and Liaison to this community I encourage everyone to go to Pulse and engage in these activities.
What are you looking forward to at Pulse? Will you participate in these activities?
Larry Bietz 270001JUVU firstname.lastname@example.org Tags:  service-management portal_tools tivoli-support tivoli 2 Comments 1,554 Visits
On February 2nd, Tivoli officially moved to the IBM Support portal. So if you have not needed to contact support lately, you should wander over to the new landing page for support. The IBM Support portal delivers on a long standing improvement request to simplify the navigation to the product support information. It provides a logical and consistent location for support applications that are part of the IBM Online support tools.
Now hosted on a Websphere portal and portlets, clients can personalize a list of products they support and deploy. You are quickly aware of the most recent postings to your products selected in My notifications, via portlet or provided the option to quickly set-up this great feature. My notifications, lets you subscribe to daily, weekly or even both levels of email update frequency on the product information you need. Or if you prefer, RSS feeds are available at this subscription location. No need to look at multiple places around the IBM site, its consolidated in just this one application.
The portal is great at personalizing your support experience, but you must logon to save settings session to session. Registering an ID only takes 2 minutes, and if you have been using Service Request in the past, this ID and password is all you need. After using the site once, it will recognize you next time you return, even after you have restarted your browser, but you still need to logon to the portal to get access to your personalization.
The ability to search for and isolate information has also made some great changes. Just enter your keywords , or paste the data into the little search box. Yes, its small but it does hold more, and as you get to the next page with the results you can see that too. The search results page lets you toggle products on and off and if you look at the list of items in the left navigation, you will see options to isolate by operating system, version and release, even with the categories of information have selection options. The numbers next to each option, shows you how many records are in that category, so you instantly know what the option will isolate to.
It seems we have made it a bit harder to find problem reporting (Service Request), not by intention. Its located on the left navigation area, close to the bottom labeled 'Open Service Request'. Since you are normally logged on to the IBM Support portal, clicking to SR will get you right in. We do have information for data collection at the first screen after you click on 'Open Service Request', so if you need help with what data to provide, this is detail the product teams provide. Our goal is to improve our time to resolution, and having all the needed data initially, can speed it along.
If you would like to tell us how we are doing with the new support portal, the option for feedback is on the right hand side of the screen, We are very interested in your feedback, and my comments in this blog, reflect a few items that we have heard from our customers.
If your coming to Pulse, I encourage you to stop by the Support Pestal #016, to learn more or to just say hello. I will be there to answer your questions. We also have several presentation sessions on the IBM Support portal and the applications during this conference, covering IBM Support Assistant and Log Analyzer as well as all the features of the portal. Monday at the AVP lounge we also have a session at 5:00pm. Hope to see you there!