Barry-CCM 06000008QU Visits (1662)
The customer is always right, but making customers successful is challenging especially when it comes to troubleshooting issues in a complex environment. As our clients evolve to mobile, social, cloud environments our jobs have become more demanding. When we look at all the topologies our large clients use, there are some 3M variables that can impact the performance users experience. IBM Rational has client support teams in 18 locations around the world working to reduce this complexity.
Our Client Success team is dedicated to solving your problems 24/7/365. As business becomes more social our goal is to quickly and easily connect customers to the subject matter experts you need in order to efficiently resolve your concerns. We are one global team for a globally distributed marketplace, partnering with professional services and AVP.
In a social world people do business with people. Stop by the Integrated Services Delivery Zone and meet the people committed to your success.
Author: Mary Barry
stavilla4 060000NBA8 Visits (2263)
Each client is unique therefore each client deployment is unique. How do you, as the solution owner, and IBM, as the solution provider work together to keep your solution up and running as required to meet your business needs? How do we service your solution? This is a question that IBM Rational has been focused on for the past 12 months as part of our Platinum Initiative. Serviceability is one of our five focus areas along with deployment, integrations. performance, and user knowledge and documentation.
Serviceability can be broken down into 3 necessary categories which must work together, to service your solution:
We have worked to improve all of these areas in the last 12 months and are committed to continuously delivering improvement in all 3 categories, initially, for a select subset of our portfolio: Jazz Application Foundation, Rational Team Concert, Rational Quality Manager, Rational Requirements Composer, DOORS, Rational Developer for z, You will find mention of some of our achievements here at Innovate and will also find new features on jazz.net and in our product offerings.
For product diagnostics:
Please join me at Innovate on Monday, June 3, 12:15 to 1:15 in Oceanic 7 to learn more about our activities and to share with us your opinions on serviceability.
Author: Sharon Tavilla
AcdntlPoet 2700019V2G Visits (1611)
Here's today's reminder of the upcoming RCS session! Keep an eye on the blog this week as we post the day's reminders at 7:30am EDT to help you plan the day during breakfast! And don't forget, you can always check out the full RCS sessions list in our prior post here.
So go on, add the session(s) to your
wendytoh 270001RQXM Visits (1746)
I had a the pleasure of kicking off Voice of the Client 2013 this morning in Orlando, Florida with over 500 of our clients and colleagues. I was pleased to be able to update everyone on the progress we've made on the Platinum Initiative - Improving Rational's Client Experience.
Specifically we focused on the improvements we've made across our Focus Five areas: Deployment, Performance, Integrations, Knowledge Availability, and Serviceability. Some of the highlights included the launch of the Deployment wiki on jazz.net (htt
Many Rational team members from Support, UA, ULL, Development, Jumpstart, ISSR etc contributed their knowledge to this wiki - I am personally appreciative of all their hard work.
I also had the pleasure of highlighting the many ways we are staying connected with our clients, from our social media outreach on YouTube and Facebook to the revamped and relaunched developerWorks site (htt
Barry-CCM 06000008QU Visits (1005)
Innovate 2013 has finally arrived and we're looking forward to another exciting week at the Rational Support Cafe'!
This year, our new format in the "Integrated Service Delivery Zone" will allow our clients to better connect with our support subject matter experts to discuss their deployment and configuration concerns.
I hope you’ll come by to meet our talented Support Engineers and Management team.
John Banks-Binici 2700000MH9 Visits (1303)
Welcome to Orlando! Now that we are all arriving here at Voice/Innovate I'd like to take this opportunity to introduce myself. My name is John Banks-Binici, and I'm the new Director of Rational WW Client Success Delivery. I report directly to Wendy Toh Vice President of Rational Client Success. Many of you had a personal and direct relationship with my predecessor, Chris Flynn, over the many years he held this position at Rational Support. I too look forward to building a partnership with all of you to make sure we at Rational are doing all the things you need us to be doing to pro-actively ensure your success with our products and solutions.
I'm very excited about this year's Innovate sessions, especially those presented by our own Rati
I hope you look forward as much as I do, to this truly unique opportunity to share with each other our successes, our challenges and our plans going forward. If you'd like to meet with me please reach out via your IBM sales account representative and schedule an executive 1x1.
AcdntlPoet 2700019V2G Visits (1039)
Here's your reminder of the sessions for today! Keep an eye on the blog the rest of the week as we will post the day's reminders at 7:30am EDT to help you plan the day during breakfast! And don't forget, you can always check out the full RCS sessions list in our prior post here.
So go on, add the session(s) to your
wendytoh 270001RQXM Visits (1830)
It's that time of the year again - Innovate - IBM's Technical Summit - is going to be going on week of June 3, 2013 in Orlando, Florida.
I am excited to share that we will once again be hosting a Supe
The theme of this panel discussion is "Staying Ahead in your Career" and will focus on issues ranging from how to take risks in your career to the importance of building strong relationships to ensuring you have a seat at the "big" table. I'm delighted that April Slovensky from Deloitte Consulting LLP has agreed to be my guest on this panel. April leads Deloitte Global's Methods & Tools organization which focuses on enabling client service professionals to deliver client solutions in an effective manner. April has served as a leader of Deloitte’s Women’s Initiative (WIN) - delivering programs aimed at developing and retaining women. April manages to combine a successful career with her family life and many outside interests. I can't wait to hear how she does it all!
I hope you can join me and my colleagues for these exciting events. Here's a link with details for both the panel discussion and reception as well as how to RSVP:
Unable to attend or want to pose some questions? Please feel free to comment on this post. I will post a summary of the event and some of the tidbits I gleaned from the panelists after the event. Hope to see you there.
kellypuffs 06000168YK Visits (2712)
Hello there! @kellypuffs here. Jason has kindly invited me to guest-post, and I just wanted to share a fun little haiku deck I put together, riffing off a great article that appeared in Social Media Today, in which the author reminds us that the same simple rules we live by also apply to social media.
Enjoy and happy Friday!
Editor's Note: If you will be at IBM Innovate 2013 next week, stop by the Social Playground where both Kelly and Jason will be hanging out and helping to answer questions about social business involvement. We'd love to meet you in person and have real-life conversations!
Larry.Paise 120000F57D Visits (1606)
My name is Larry Paise, and I am the Worldwide Director of the Rational Accelerated Value Program (AVP). I have posted a video blog to the IBM Rational Support YouTube channel welcoming AVP customers to IBM Innovate 2013. In the video, I talk about the Innovate event and some of the services available there for AVP clients. Check it out below or at the Rational Client Support YouTube channel.