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How IBM Uses Knowledge Centered Support (KCS)- This video describes how IBM captures knowledge while solving client issues, and then publishes this knowledge on the Web. Visit the IBM Support Portal at:
KCS in Rational Support adopts the concept of "Just in time, not Just in case". This is a great catch-phrase that captures our knowledge management practices here in Rational Client Support. And we thought you might be interested in learning a little more about that.
We believe that knowledge base content (in a support context) is different and should be managed differently from other types of technical content, like documentation, white papers, or manuals. Technical Support content is dynamic and needs to be created, managed and delivered for "just in time" accuracy and freshness. A piece of support content is most valuable within the first 30 days of the problem being discovered. Unfortunately, many organizations take 60-90 days to document and release new solutions, which is ... sub-optimal.
Let's take a (whimsical, and totally hypothetical) example:
We believe the same is true for our business, and client surveys bear this out.
We want to fill knowledge gaps (yours and ours) as quickly as possible. We value accuracy and speed over presentation and format.
That is why we focus on "just in time", not "just in case". Content is created in the context of the issues a client is facing this minute - in the context of a PMR. We're not building an encyclopedia, we are providing solutions. And we create those solutions at the time they are being demanded. We recognize that knowledge is more accurately captured at the moment of using it, not in attempting to recollect it accurately later, which is why we ask our support engineers to capture their knowledge use in the PMR workflow. Capturing knowledge for reuse is not something we do afterwards, if we get a spare minute. It is an integral part of the core business.
Everyone in Rational Client Support is a knowledge worker. And you win.
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What is Codename: BlueMix, exactly?
Codename: BlueMix is an open-standards, cloud-based platform for building, managing and running apps of all types (web, mobile, big data, new smart devices). Capabilities include Java, mobile backend development, application monitoring, as well as capabilities from ecosystem partners and open source — all through an as-a-service model in the cloud. If you're a developer, you will now have a hand in creating the future. Codename: BlueMix offers you all the instant services, runtimes, and infrastructure you need to push your ideas into the present.
So now that you know what it is, check out the video below to see how you can use it to extend your mobile apps:
Now, why not start playing with BlueMix today? Get your free beta trial here and start extending your mobile apps with the power of Big Blue behind you!
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Various Ways of Deploying and Using IBM Rational Product Help Software- This video contains information about how to use IBM Rational Help systems. The Help can be deployed and used locally, through an internal company intranet, or streamed over the web.
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IBM Rational Synergy for Rational Team Concert Bridge Connector - Part 1 - This article describes the use of Rational Synergy for Rational Team Concert (RTC) Bridge Connector. It talks about who can utilize this integration, and the benefits and the features of doing so.
IBM Rational Synergy for Rational Team Concert Bridge Connector - Part 2 - This article describes the use of Rational Synergy for Rational Team Concert (RTC) Bridge Connector. It talks about who can utilize this integration, and the benefits and the features of doing so.
IBM Rational Synergy for Rational Team Concert Synchronizer - Rational Synergy users can now migrate to Rational Team Concert (RTC) and migrate their source code data to RTC. This articles talks about the Rational Synergy for Rational Team Concert Synchronizer and who should use this integration. It also talks about some of the benefits, best practices, workarounds and limitations of the RTC Synchronizer integration.
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