Social Media has quickly evolved into a popular communication pathway and our mission is to take full advantage of the various channels such as Twitter, Facebook, LinkedIn and Communities to enhance the delivery of ECM Support & Services. Social Media is not a technology but a culture of collaboration to share knowledge and engage your audience. Social Media allows each of us to develop and establish an online presence as Thought Leaders. Its an opportunity for every IBMer to communicate as individuals to share their expertise thus creating eminence and strength for the IBM ECM brand. This gives ECM a competitive advantage within the marketplace, by increasing our social interaction with our clients and also fostering enhanced client to client online discussions.
IBM Enterprise Content Management Support
cyndyg 270000FGXD 8,429 Views
What is IBM Smarter Support?
Smarter Support is a cross IBM Information and Analytics Group (IAG) initiative to market a single unified vision of IBM’s commitment to Software Technical Support and Software Subscription. Smarter Support delivers value to clients by partnering to drive positive business outcomes by ensuring business continuity, reducing risk, uncovering savings, and improving processes.
IBM Smarter Support @ Insight 2014
During the Insight 2014 (formerly IOD) conference, attendees will be able to visit the IBM Smarter Support zone.
We want our clients and partners to do the following:
We want our clients and partners to feel:
We want our clients and partners to remember:
Countdown to Insight 2014
Insight is your opportunity to discover how big data has transformed Business Analytics, Information Management and Enterprise Content Management and explore the latest developments in Cloud, Mobile, Security, Social and Watson. If you register before September 19th you take advantage of the Early Bird Special and save $300. (link)
Summer is just about over, the kids are back in school, the pace of life seems to speed up a step or two, that can only mean one thing to your average, everyday support professional – Insight is coming.
Last month we featured an article about getting the Smarter Support Zone ready for Insight (link), so this month Supportlink is focusing on you, the conference attendee, and how you can get ready for Insight.
Your decision to invest your time and money to attend Insight is an important one. It's a decision that warrants some planning on your part so that you can get the most out of the elective sessions, hands-on labs, usability sandbox sessions, expert exchanges, and the birds of a feather lunches that you can take part in at Insight 2014.
With so much to do at Insight, its easy to get overwhelmed by choices. The Insight Session Preview tool helps you make those choices. (https://www-950.ibm.com/events/global/insight/sessions/preview.html) With its easy to use interface, the Insight Session Preview Tool allows you to search conference offerings by keyword, speaker name and company as well as filter by date. Note that you can't create your official agenda until you are registered for the conference. You can save your agenda and import it once you register.
But, what about when you actually arrive at The Mandalay Bay? What can you expect then?
When you first check in, you will be given an agenda booklet with every day's schedule, all of the breakout sessions listed by date/time and categorized by topic of interest, certificate programs, and the map of the venue. Take the time to go through this material, you may just find some sessions of interest that you did not see when using the Insight Session Preview tool.
Try to attend all of the major keynote sessions (https://www-01.ibm.com/software/events/insight/keynotes/), because that will give you a good idea of the key technologies and IBM solutions that are certain to be a part of the buzz of the conderence. One of the highlights will certainly be Kevin Spacey's keynote as he talks about his experience producing and starring in House of Cards on Netflix. Netflix, a true example of disruptive technology, certainly knows about the power of Big Data and Mr. Spacey is sure to entertain with his celebrated wit.
Breakfasts and lunches are other good networking opportunities. IBMers from different organizations sectors such as services, sales, product management, development, technical support, etc, from all over the world will be attending Insight, and they are eager to share their expertise and knowledge with you.
And we can't close without mentioning the Smarter Support Zone. Make time in your agenda to visit the Smarter Support Zone to get some 1-on-1 time with Support Analysts and try out the hands-on labs to see new products and functionality first hand.
Here are some other tips for Insight:
Insight 2014 is only 37 days away. While the Smarter Support team gets ready for the event of the year, we connected with the Smarter Support leadership team to get their take on the event and what Smarter Support is all about.
The Smarter Support leadership team includes:
Let’s get started:
What is Smarter Support?
(AM) Smarter Support is about driving better business outcomes through world-class support. It is about ensuring business continuity, reducing risk, uncovering savings, and improving processes for our clients.
(AL) Smarter Support is the combination of all our IBM capabilities to drive client outcomes in our clients' Cloud and OnPremise deployments. Leveraging IBM Smarter Support as a trusted partner not only helps to fix software problems and deliver the most innovative software in the world, it also increases time to value and saves money.
(DC) Smarter Support is an opportunity for our clients to experience the excellent support offered across IBM, and to bring together our support teams to share best practices which will enhance and strengthen how we deliver support to our clients today and into the future.
(JD) Our clients define success as their ability to cost effectively build, run and maintain their I/T environment. Through advancements in our products and superior customer support, we provide enhancements that improve security, reduce risk, lower operational expenses, and improve performance with industry-leading innovation. That, to me, is Smarter Support.
Describe Smarter Support in three words:
(AM) World-Class, Differentiator, Advocacy
(AL) Empowered, Successful, Smart
(DC) Commitment, Integrity, Teamwork
(JD) Client Success, Innovation, Optimize
What aspect of Technical Support or Subscription & Support would you like to highlight for clients at Insight?
(AM) I’d like our clients to be aware of the many ways they can engage with Support, including the IBM Support Portal and other Electronic Support Tools. We offer Follow-the-Sun Support to ensure high priority issues are worked on 24/7 until they are resolved. Our global team of Smarter Support experts is truly committed to the success of our clients.
(AL) We have great people in all areas of Smarter Support. From the Technical Support Experts, Services Teams, Cloud Operations, Proven Practices, AVP, Cloud Engineering, and Product Development, they are all focused on innovation and delivering value -- IBM's greatest resource is the knowledge of our people.
(DC) It is critically important for our clients to protect their software investment by staying current with software versions. Current versions enable clients to gain access to productivity and performance updates, plus product enhancements (minor releases) every 3 to 6 months. We can also help clients stay informed by receiving automatic Product and Lifecycle Notifications, easily customized to target only their specific product line.
(JD) Clients often don’t realize the depth of enhancements IBM provides in new releases of our products. Nearly every point release and version upgrade includes security enhancements, performance improvements, ease of use enhancements and new industry-leading innovations. Benchmarks show that clients who stay current on the latest releases and versions of our products are 20% more efficient than those who don't.
Why should clients engage with Smarter Support? What is the value?
(AM) Smarter Support is a key differentiator for our clients – we’re always there. Our technical experts are committed to working with clients, day and night when called on, to make sure they can use and are getting value from their IBM solutions. Smarter Support is about partnering to make sure our clients are getting the most value from their investment in IBM.
(AL) Our clients invest annually in Subscription & Support. Smarter Support delivers a return on that investment though software innovations and access to technical experts and information when you need it, increasing your time to value, reducing down time and driving your success.
(JD) Smarter Support has two primary elements. First, IBM's award-winning support organization has a vast array of resources and capabilities available to help our clients succeed. Second, access to the latest releases of our products can transform our clients’ businesses, by reducing their operational expenses, improving security and reducing business risk.
Tell us three things you'll be doing at Insight 2014:
1. Meeting with clients and partners - Every year, I look forward to connecting with clients and partners from around the world at this event. Having time to sit down, face-to-face, is invaluable.
1. Meeting with clients and partners -- being on site gives me the perfect opportunity to meet face-to-face with as many of our customers and partners as I can.
2. Learning – I will continue to grow my understanding of what our partners are doing with our software, what clients are saying about us, and what we should be thinking about to constantly improve our client experience.
3. Being present in the Smarter Support Zone -- I'm thrilled that our Smarter Support teams have created 50+ hands-on workshops for attendees to experience and that Smarter Support Analysts will be available for one-on-one meetings.
1. Attending the General and ECM Keynote sessions: IBM ECM: Bringing content to life
1. Meeting clients to discuss how their investment in Subscription & Support renewals provides a positive, hard dollar ROI.
2. Connecting with Business Partners to talk about Subscription & Support.
3. Sharing the value of Smarter Support throughout the conference.
Thanks to Al, Andrew, David and John for sharing their perspectives with us as we gear up for Insight 2014!
Find us at Insight in the Smarter Support Zone, booth 405.
@ibmsmartersupp or #smartersupport
Mary Paez 270006VR1P 12,600 Views
Let me quickly share my background with you. Working with customers in my previous role as an IBM technical instructor, I realized that customers needed to know more than just how to use our software. They asked questions about accessing documentation, becoming familiar with common errors, accessing documented troubleshooting tips, fix pack information, alerts, end-of-support information and other information beyond the classroom topics. It is for this reason that I added value by pointing customers in the right direction to keep them informed. I currently work as an ECM Knowledge Engineer for ECM FileNet and Datacap products.
Q: Did you know that IBM provides two ways for our clients to stay informed on the status of products that they purchased?
A: There are two different services. The first is to enable My Notifications. The second is to sign up for Product Lifecycle subscriptions. We would like to make our clients aware of these notifications so they will stay informed.
Q: So, we subscribe to these subscription services?
A: Yes, Exactly. In this blog, the term ‘notification’ is synonymous with ‘subscription’ at least for these two services. You must subscribe to the notification services we provide.
Q: So, how do I subscribe to these notifications?
A: One way is by Enabling My Notifications for each product. See the My Notifications: How to subscribe to valuable product information notifications article.
Last Update: February 16, 2016
Overview - At times, IBM sets End Of Support (EOS) dates for software products. Once set there is time to either upgrade to the next revision level or switch to a new product. We would like our clients to be aware of EOS dates for products they use and make appropriate plans.
Q: What is new in this blog?
Q: What happens to my software when the EOS date is set ?
Q: How do I know what is available after EOS is reached?
Q: What are the options going forward?
Q: Where is the official IBM stuff on EOS ?
Q: Any quick way to see the lifecycle policy for my products?
Q: These are just ECM products in the table below, is that right?
Q: How do I as a client stay connected?
Q: Do you have a more Social way to stay connected?
Q: Is this a complete list of ECM EOS Products?