Nowhere is this more apparent than the emerging use of social media in the business environment. Over the past few years, social venues like Facebook, Twitter, YouTube, and others have transformed from purely social offerings to bona fide business tools. For additional insight into IBM's approach and use of social business in the enterprise, I highly recommend following Sandy Carter, the IBM Vice President of Social Business. Sandy is an acclaimed author, expert, and evangelist in this business context.
Two of the most prominent IBM online offerings dedicated to problem resolution are the Support Portal and Service Requests systems. The Support Portal is the gateway into resolving your product issues. You can configure the portal and add any and all IBM Software products your organization utilizes. From the portal, you can search our extensive knowledge base, download product documentation, review deployment and configuration best practices, and obtain product updates and maintenance. Service Requests (SR) is the system where you can easily create new PMRs, view existing tickets. Two years ago, less than 20% of all new PMRs were created through the use of the SR system. Today, almost 50% of all PMRs originate electronically from the SR system..
I could go on and on about our IBM eSupport initiatives and will continue to focus and highlight online tooling in future posts. For now, I hope you take the time to review some of these tools and systems. I'm confident you will realize immediate value from these offerings. I welcome all comments on any aspect of Tivoli product support delivery. What works for you, and just as importantly, what's not working or what's totally missing. Our constant and driving objective is to continually improve the consistency and caliber of support we provide and your feedback in these forums is crucial to these goals.