The Cool never left Netcool
T.Randles 27000420E0 Visits (7252)
The wisdom of old within product management is that you always learn something new from customer visits. This has been given a specific focus by our friends in Pragmatic Marketing with their: “Nothing Important Happens In The Office – NIHITO” mantra as their driving principle; essentially, an exhortation for product management and the business to remain outwardly focused on customers and markets. I had the chance recently to learn anew when I visited a large global manufacturer in Europe. It was also a real insight and a reminder of just how strong the Netcool heritage is with thousands of loyal customers throughout the globe.
Having arrived at the customer around noon, all bleary-eyed and in need of strong coffee (I had been travelling since 1.30 am!), I was introduced to the different members of the global network management team. These were a small but experienced group of professionals who had the responsibility of managing the entire global organisation’s network infrastructure and service. It also transpired that they are loyal Netcool users, which happens to be at variance with their corporate directive.
This loyalty is based on the Netcool heritage in delivering a best-in-class IT and network management solution which meets the customer’s needs and on which they can totally depend. The different solution components run reliably all of the time with little user input, and with redundancy built in if required. The solution is easily scalable as their needs expand, and they can extract the insights they need to improve overall performance. They have recently upgraded their software and have reaped the benefits of improved performance for key processes such as network discovery. The customer is also the beneficiary of the IBM advocacy program, highlighting IBM’s commitment to the client and its success. The advocacy program involves senior members of IBM software development becoming an advocate within IBM for a particular customer, benefiting both the IBM employee's development and the customer.
So I was left with the clear impression of a client satisfied with both its choice of management solution and its on-going relationship with IBM. Definitely worth the trip and a reminder indeed that the “Cool never left Netcool!”.