During the Insight 2014 (formerly IOD) conference October 26 - 30th, attendees will be able to visit the new Smarter Support Zone. The Smarter Support Zone will be staffed by seasoned IBM Support Analysts from Enterprise Content Management (ECM), Business Analytics (BA) and Information Management (IM) to field your questions and to show off IBM software with hands-on workshops set up around the Zone.
Visitors to the Smarter Support Zone will be able to:
- Experience the most current version of products from Business Analytics, Enterprise Content Management and Information Management with self-paced, hands-on workshops created by IBM Support Analysts.
- Speak one-on-one with IBM Support Analysts about their PMRs or other issues.
- Learn more about Smarter Support process and tools.
- Engage with Support & Services experts.
- Learn how to stay in touch with Support.
Q&A About the Smarter Support Zone
How's it going so far with the workshops?
It's exciting to bring the new technology into the workshops. We're working with our colleagues in BA and IM to make sure we deliver a great learning experience for our Insight visitors. Our goal when creating these workshops is that they give you a chance to have a tangible experience with our software so that visitors can learn something - be it from tips and tricks to seeing some new features.
And what about the workshops? Any changes from last year?
Definitely. We're always re-evaluating the content from year-to-year so that it stays fresh. We look at how many times a workshop was run last year, and if the numbers don't justify it we don't bring it to Insight. What's most important is that we don't want to show something that people already know. We want to surprise and educate people!
What will ECM feature in their workshops?
ECM will have 3 hands-on labs - IBM Case Manager, IBM Content Navigator and Navigator on Cloud.
The Zone will have several laptops and iPads for users to interact with the systems and monitors that will be on hand. There will be enough to accommodate all of our visitors to the Smarter Support Zone even at the busiest of times.
What about having some time with Support Analysts? Are Support Analysts available to take questions?
We'll have 10 meeting rooms set up for meeting with our Support Analysts. These 30 minute meetings can be scheduled when you visit the Smarter Support Zone. So have your questions ready about PMRs, product functionality, or just about Support processes in general.
Also, if you have something that's reproducible on your laptop, bring it in! We'll be glad to have a look. If it's an enhancement or future functionality question, then we can bring you right over to the Product Manager as they are usually right on site waiting to help out.
What is your biggest challenge in getting ready for the Smarter Support Zone?
It's a technical issue. It's what we call the Reset App.
After a visitor goes through a workshop, the laptop needs to get ready for the next visitor. That means restarting services. We don't have time for a complete reboot of the laptop, so we've developed a Reset App that only restarts what's required to get ready for the next visitor. It's got to be quick, that's the main thing – there are people waiting. It doesn't sound like much, but it can get quite difficult, just ask any system administrator!
Have any advice to give to a Smarter Support Zone visitor?
Try everything. Especially the products that are new to you so that you can see functionality that you may not have seen to before. Work at your own pace and, don't worry, we have the experts to help right there on the floor.
Thanks to Trevor Kirkland and Denise Halweg for providing some insight on the new Smarter Support Zone. We're looking forward to seeing our customers at Insight 2014. If you haven't done so already, register by September 18 at ibm.com/ibminsight and save $300 off the full registration price with the Insight Early Bird discount.