life of a knowledge worker. Particularly a knowledge worker in the
proactive support space.
are a Technical Support Engineer handling support cases on the phone
and on the web, you know exactly if you were able to help a client
with their issue. We have no shortage of data letting us know how
long that case was open, how long it took to resolve, and your
satisfaction level with that case.
metrics and transactional ROI …. we've got it down to a science.
those of us playing in the proactive knowledge-sharing space,
however, ROI is almost a dirty word.
do you measure something that doesn't happen?
is to make you successful without having to call in a support case.
Providing you the information you need, when you need it. We target
our activity using all data available to us … support call data,
web accesses of content, etc., but we really have no idea if we are
hitting the mark ….
until and unless YOU tell us!
view a piece of content, please rate that content and let us know if
it was useful for you. You can leave feedback on tech notes, IBM Education Assistant Modules, you name it.
look at that, every single month, and drive improvements in our
programs based on that input as well as internal data we are able to
the children poor knowledge workers! Help us help
you be successful. Because in the end, without your feedback, we're
playing “by sense of smell”.
Protect your enterprise network by first understanding the threat - how it works, who it targets and what's at risk? Security experts from the IBM X-Force Research & Development team will dissect a sample attack representative of the Advanced Persistent Threat. This webcast will demystify the hype around today's top network concerns and provide the knowledge you need to plan your organization's defenses against the Advanced Persistent Threat.
Tom Cross, Manager, IBM X-Force Advanced Research team
Jon Larimer, Senior Malware Researcher, IBM X-Force Advanced Research team
I thought WE had been busy with all our new video technotes on the IBMRationalSupport YouTube channel, but our friends at IBMJazz have been even busier. Here's a sneak peek ... to see many, many, MANY more Rational Asset Manager videos (and more), visit the IBMJazz YouTube channel.
This week's interview spotlights Jim LoRusso. Jim is a guy with multiple talents: Not only is he a successful support engineer, but also an accomplished musician, sports enthusiast, and software tools developer. Read on to see how broad his interests fall and likely how this breadth of skills has contributed to his successes thus far. Don't forget to checkout our archive of previous interviews while you're at it!
Tell us a little about yourself: who are you, what is your role in Rational Client Support? My name is Jim LoRusso. I’m a 23 year old, sports loving, guitar-playing, computer savvy Software Support Engineer for IBM. I work as a TSE on our Rational Testing Tools support team, troubleshooting products such as Quality Manager, Functional Tester, Performance Tester, etc.
How long have you been working for IBM and Rational? I’ve been with IBM for over 2 years now. I started as an intern while I was studying for my undergrad at the University of Hartford. I worked as a Search Effectiveness Analyst helping to identify and improve the accuracy of search results delivered by IBM's w3 intranet. After analyzing data we gathered, I would occasionally write software automation tools to help improve our efficiency.
What are you currently working on? Currently I troubleshoot client issues with IBM Rational’s Testing Tools.
Describe a normal day for you. On a normal day, I field and assess calls from clients who have issues with the Rational Testing Tools. I then attempt to resolve these issues using technical knowledge, and troubleshooting skills. Somewhere in the middle of all of that, I usually eat lunch.
Are you a gadget person? I like gadgets, but I probably wouldn’t consider myself a gadget person.
What's the coolest piece of tech news you've heard lately? Apparently, flying car production could start within three months. Check it out.
What is your favorite part of working for Rational Client Support? I really enjoy the different challenges I encounter each day. There has yet to be a day where I haven’t encountered a new problem to be solved. Because the products are constantly being updated, you rarely see the same issue twice. What inspires you in your work? I’ve always been a very persistent problem solver. If I can’t figure out why something isn’t working correctly, it usually intrigues me, and drives me harder to identify the root cause. What are you passionate about? Outside of work, I’m very passionate about music. I’ve played guitar for about 5 years now, four of which were with my nationally signed rock band, Last Place Victory, and now with the R&B project Rove’. I’m a song writer and composer as well. What tip or trick would you like to share with the class? Everything happens for a reason, so always stay calm and confident when something goes against you. Other people’s perception of you will often generate confidence in yourself. How do you define success? Happiness
In your spare time, if you have any, what hobbies or activities interest you? I enjoy playing guitar, writing music, and playing sports. When did you first become interested in music and sports? I’ve been an active musician for about 5 years, and I’ve been playing sports since I could walk. What tools / skills have you acquired that you feel are vital to your success in this field? The ability to analyze the path of a problem as it relates to the overall design of the product, rather than looking at specific symptoms and possible causes. Essentially, I’ve found it useful to work backwards from the symptom and create a figurative road map of where the product came off track. What message would you give to a TSE just starting out in Rational Client Support? Never be afraid to ask questions, no matter how simple you think they might be. Having a great understanding of the foundation of the product will help you far more as a troubleshooter than most of the advanced topics you’ll learn.
What specifically drew your interest to become involved as a Software Support Engineer? I’ve always had a strong passion to be a problem solver, and this allowed me to do it professionally.
Have you worked on any projects that you feel were exceptionally exciting for you? As an intern, I wrote a program to automate testing of our “Did You Mean?” function in IBM's intranet search.
Do you have any big plans for the future? I’d like to do some traveling. I’ve never been out of the country, so I’d like to see other parts of the world.
If you were stuck on a technology deprived island, what single technology could you not live without? Probably the cell phone. I can’t see how people used to operate without our primary form of communication.
What is on your nightstand with regard to reading? Catch-22 by Joseph Heller… It’s not actually on my nightstand, by I’m answering more in the spirit of this question, rather than the literal.
What has been your biggest surprise you have witnessed in the technology industry? Most medical technologies including surgeries really impress me. When I’m developing a new process or program, I only have to worry about breaking a piece of software, which I can make a backup of anyway. Essentially, I have as many shots to get it right as it takes me. Medical professionals are dealing with peoples lives. They pretty much have to do it right the first time they ever try.
Any new technologies that you think are about to break into the big time? It looks like flying cars are getting close to hitting the market. I can’t believe this hasn’t gotten more coverage.
What future technology would make your life easier? Definitely teleportation. I can’t count how many times I’ve wished someone had invented that.
What are you doing to make the planet smarter? Working at IBM for starters But also, developing my technical skills will help me engineer more efficient software, ultimately consuming fewer physical resources. It’s a small step, but when deployed worldwide, can have a profound effect.
How do you grow your technical skills? I try to take part in every training session I can attend. I also plan on returning to college to earn my Master’s degree in the near future.
How do you prefer to find answers to your questions? I like having conversations with people face to face.
How are you using social networking today? I use social networking sites to keep in touch with people I haven’t seen for a while.
Any other fun tidbits of information about you, your job, or RCS that you'd like to share? I sit in the Littleton office. If you are an IBMer, feel free to look me up on BluePages and swing by.
And another fine event from our friends at Lotus and developerWorks:
Lotus Developer Summit virtual technical workshop - October 12
Make connections. Discover opportunity. Work smarter together.
You're invited to a Lotus Developer Summit to learn about the latest application developer advancements that will help extend your skills and expertise associated to designing and deploying world-class applications. Join our workshop and have an opportunity to learn:
XPages and how it provides new advantages for your applications
Composite applications and how they run in the Notes client
How to extend the Eclipse RCP based Lotus Notes client using plugins
A step-by-step walk through of how to build a Lotus Domino Web application using Lotus Domino Designer 8.5.1
As the collaborative application leader, we are offering a premier technical workshop to help developers like you take advantage of the latest application development technologies. The workshop is designed to help you gain greater insight on building Collaborative Web Applications and will provide access to a range of developer focused materials such as technical presentations on our offerings and strategy, lab material with step-by-step tutorials and example code and projects that fast track a first time developer.
Talk to our experts and gain some new tips and tricks for building Collaborative Web Applications.
RSVP today, as online space is limited! To reserve a spot, please register today!
This video demonstrates how to configure Jazz Team Server (JTS) with the applications Requirements Management (RM), Change and Configuration Management (CCM), and Quality Management (QM) using the 3.0 Beta 2 version of the code. Notable in this demo is the updated JTS Setup Wizard, which now unifies setup across the JTS and the three applications.
Passing on an invitation from our developerWorks friends:
Join us October 12-13, 2010 Complimentary Cloud computing for developers virtual event
Join us for the Cloud computing for developers virtual event on October 12-13, 2010 and learn how to solve business and technical challenges in the cloud. Through real-world examples of specific challenges and solutions, as well as live demos of techniques and products, you can learn more about leveraging the cloud.
Session topics include:
Getting ahead with IBM Smart Business Development and Test on the IBM Cloud
IBM Cloud Middleware Platform - Patternized shared middleware
Connect the Cloud in days using IBM Cast Iron
Cloudify your traditional applications with Open Virtual Format appliances
Elastic scaling with IBM WebSphere eXtreme Scale, a killer feature for Cloud and virtualized environments
Delivering Software as a Service (SaaS) applications on an iSeries Cloud
Database design for multitenancy and resiliency
Meeting security requirements of SaaS applications
This presentation provides an overview of the reporting features
available starting in IBM Rational ClearQuest release 7.1. This is just one of three new video technotes posted today on the IBMRationalSupport YouTube channel.
Meet the Peeps is back and better than ever after a nice respite! This week, we we have the pleasure of speaking with Kim Ruggari. Kim is another one of RCS' many passion driven people, intent on improving every aspect of the business as she can manage. As the Asia Pacific GEO Executive for RCS, she gets to do just that! Read on to see just how diverse her background is as well as her passions and interest outside of work. Plus, if this is your first time reading this blog, be sure to check out our past interviews here.
Tell us a little about yourself: who are you, what is your role in Rational Client Support? My current role is Asia Pacific GEO Exec. for Rational Client Support, reporting to Wendy Toh. I've had this role since January 2007. I am based in Sydney, Australia, and locally report into the Australia Development Labs ("ADL"). Asia Pacific covers many languages, cultures and countries - which makes life very interesting and challenging. For those that would like a Geography lesson, AP GEO includes: Australia and New Zealand (ANZ), China, Hong Kong, and Taiwan (GCG), Indonesia, Malaysia, Philippines, Singapore, Thailand and Vietnam (ASEAN), as well as India, Korea and Japan.
How long have you been working for IBM and Rational? I've been with Rational since November 1998. I was the 7th person employed by RCS in Asia Pacific (#1, and #6 are also still in RCS by the way)
Have you had any other roles in Rational? Most people don't realise that that I started with RCS as a bit of an all-rounder (I guess today you would call it "Operations"). Not long after I joined RCS, Rational moved its licensing to FlexLM, and thus began a slew of licensing PMRs a week: Yes! I also inherited the role of sole Licensing support engineer - those were the days - phew, busy!!. In addition to the Operations function, I organically became the Licensing team manager. Around 2003, I was asked to manage the DevTools team, then in 2005 the RPM, CC and CQ teams. I finally moved to the AP lead role January 2007.
Describe a normal day for you. I don't really have "normal" days - every work day is different. They range from 7 hours to 18 hours of never-ending fun, frustration, challenge and excitement. My days are NEVER boring, although some days I pray for a little boredom. It depends on how many Critical Situations we have open, what meetings are happening and how many are scheduled outside of my local business hours (I particularly love the 5am MORs during Winter )
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be? Glenn Wightwick, Distinguished Engineer and Director of the ADL.
Are you a gadget person? What type of gadgets do you use? I've long argued with my friends that I am NOT a "geek", on the basis that I am not a technical person. I'm now realising that my friends win this argument. I have just about every household gadget you can name. Someone, please save me from the Home Shopping Network! What gadget, which you currently own, can you not live without? I'm currently going through a "smoothie" stage, so I'll say my Stick Blender.
What is your favorite part of working for Rational Client Support? Ask me on a good day, and I'll tell you my team are the BEST! I love being around so many people who are so diverse, and ensure that each day is different.
What are you passionate about? Of course my friends and family - but I have to be honest here and say really good food! Sydney's has AMAZING restaurants, with Chefs who have almost reached rock-star status. I am working my way through the Top 50 with one of my closest friends who shares my passion.
What is on your nightstand with regard to reading? The Girl with the Dragon Tattoo, but I'm having trouble getting started with it. How do you prefer to find answers to your questions? I am a Google junkie, my home laptop is always running, and I'm forever googling questions that pop into my head. How are you using social networking today? You can usually find me logged into Facebook. Its such a great way to keep in touch with my friends all around the World. I haven't caught the Twitter wave. I had a Blog for a while, but found I could not prioritise time for it (I am a frustrated writer).
Any other fun tidbits of information about you, your job, or RCS that you'd like to share? "Gung-Ho" and "Who Moved My Cheese" are 2 books that will ALWAYS be on my professional book-shelf.
Fortunately, it's now available on-demand until March 14, 2011.
Feel free to log in to attend the webcasts, visit exhibitor booths, and exchange messages with experts and sponsors at your convenience, for the next 6 months. In addition, below are some additional links we thought you might find useful:
Awesome Ignite-style presentation on Knowledge-Centered Support by David Kay. He rocks.
Knowledge-Centered Support (KCS) in five minutes, using the Ignite format: 20 slides, 15 seconds each. Learn why KCS has emerged as the best practice for support knowledge, how it differs from conventional approaches, and how to get started.
We are pleased to announce the publication of a new whitepaper on ibm.com:
Title:Optimized XT Reader functionality in Rational System Architect Abstract: The
whitepaper discusses the Optimized XT Reader which enables viewing of
encyclopedia in Reader's mode using IBM Rational System Architect and
also is a mandatory step to be able to use Encyclopedia with Cognos. Released: September 14, 2010 Author: Mirtunjay Sharma Publisher: Bill Penny
Pleased to announce the publication of a new whitepaper on ibm.com:
Title: Customizing Rational System Architect XT web pages Abstract: With all the IBM Rational System Architect XT customizations in place, this whitepaper will show you how to create a complete Enterprise Architect Web Site. Author: Kiran Singh Publisher: Bill Penny
In lieu of a "Meet the Peeps" post this week (due to vacations, holidays, etcetera) I thought I may wax philosophic for a moment about "community"and building connections.
Within Rational Client Support, we have been driving various efforts to help build our network of communities both internally and externally facing. Some of these initiatives have been more successful than others, but in every instance I have found some level of personal and professional growth because of the people I have connected with as a result of my involvement in each of those spaces.
In particular, the "Meet the Peeps of Rational Support" series has given me opportunity to connect with far more people than my typical day job would normally keep me in touch with. And that's a bit of the point of this series; to bring a face, an authentic voice, and connection to the real people who work everyday to make Rational Support what it is. So often we are all buried with work behind our monitors that the human connections between client and organization can be easily forgotten. "Meet the Peeps" is our simple attempt to bring that human connection back into frame and remind us all that while we are a business, we are also a community of people with a common thread that binds us.
So what does all this mean to you? If you're an IBMer it means you now have a name and a face to professionally connect with, and we all know professional connections are a great thing! Of course, if you are one of our external clients, it means there ARE real people here with a single goal of helping you resolve problems, to help you find solutions or answer questions, or simply assist you in any other way we can. It means you have a direct connection to the people who can help. It also means you are a part of a larger community of people in your same position; clients who are out in the ether, looking for information to help you in your own jobs... and if you stop to think about it, that is a very cool thing when realizing the potential for community-sourcing solutions!
Now (I can hear you asking yourself) where else might you find us? I am sure you know about our Twitter and Facebook presence (and obviously our blog here) but did you also know Rational Support has a Youtube channel or a regional Twitter account for Rational Support India? And those are just the accounts we 'own'; we also play on LinkedIn groups, and of course on developerWorks in some of the various product communities all with the intent of sharing knowledge and building community for both clients and IBMers alike.
While some of the tools may indeed be a passing fad only to be replaced by the next big thing down the line, the overall concept of what they do is as universal a truth and critical to the future as you can find: bringing people together and enabling them to build relationships and connections with people and companies. If you aren't playing in the social spaces popping up all over the internet, you're likely missing out on highly valuable and useful information that can help drive your professional as well as personal goals to success.
So jump on in, join the conversation, and get connected! .
On behalf of IBM Rational, please join us for the Rational Systems Engineering Conference. Learn how IBM Rational can help improve your systems engineering knowledge and skills, and how IBM Rational solutions can help improve your organization’s systems engineering practices.
This event will focus on the IBM Rational Workbench for Systems and Software Engineering. You will see how IBM Rational tools and best practices work together to provide a solution across systems engineering disciplines. Learn how Rational will support the future of system engineering and how we can work together to improve your organization’s systems engineering practices. This will also give you a great opportunity to network with other customers to see how they use Rational solutions and to spend time with Rational experts, development teams and systems engineering team.
You are invited to register for either or both days.
Day 1 Sept. 28th 9:00 AM to 5:00 PM Waltham IBM Innovation and TEC Center 404 Wyman St, Waltham MA 02454 781-895-1234
This day is available for those who desire a more hand-on technical look into Rational's Systems Engineering offering.
Rational Proof of Technologies (PoTs) will give you hands-on experience with IBM Rational tools, the files below gives the details of each of these PoTs. Choose one of the following:
Requirements Engineering (DOORS half day),
Model Driven Development (Rhapsody) full day or
QA and Test Execution (Rational Quality Manager) full day
To register for one of the Hands-on PoTs, Sept 28th, please email Michelle Specht: email@example.com with your request
Day 2 Sept. 29th 9:00 AM to 5:00 PM Waltham IBM Innovation and TEC Center 404 Wyman St, Waltham MA 02454 781-895-1234
This day will include presentations on wide range of Systems Engineering topics including two Customer Best Practice Sessions
Model-Based Systems Engineering (MBSE)
Open Services for Lifecycle Collaboration (OSLC)
Reporting: metrics and documentation
Product road maps
Reference attached SE Agenda file for agenda and detailed Summary of Presentations
This week we visit the Littleton campus to chat with Beth McCawley. Beth is one of the driving forces behind knowledge management in the support content space for RCS and has a sharp eye as a grammar/spelling/punctuation guru. Of course she has a way with words as you may expect from a person who works with written knowledge everyday and a formal education in English. Read on for more interesting facts!
Tell us a little about yourself: who are you, what is your role in Rational Client Support? I am Elizabeth McCawley, but I still answer to Beth Carroll. I am a Knowledge manager in Rational Client Support.
How long have you been working for IBM and Rational? I have been with Rational since April of 2000 and with IBM since the acquisition of Rational in 2003
Have you had any other roles in Rational? I started in Licensing Support then briefly was in Modeling Support, until the creation of the team that evolved into what now is KM in RCS.
Describe a normal day for you. Besides my daily queue of approving documents for publishing, I might check in with the Knowledge Champions who report to the Support Delivery Managers to whom I am assigned to see how their teams are doing with content contributions. I process at least a request or two to set up new user's permission to work with the tool we use for authoring documents. I frequently edit the taxonomy for Rational products in that authoring tool. A few times every day I answer questions about the tool (and then I capture the Q&A to a shared space so the info is available like an internal technote of sorts.)
What project are you the most proud of? It is a tie. I successfully lobbied for our authoring tool and the publishing mechanisms to accept Japanese documents. This initial project opened the door for us now being able to produce content directly in several languages, including three other multibyte languages. The other win was enabling and training the Development and Documentation teams so they could produce their release notes as Technotes. This makes Release Information documents easier to find and they can be updated with version additions and, later, fix information.
Do you have an "on the job" hero? This will sound hokey but it is Carl Hero, my teammate. Carl creates and shares a lot of shortcuts that save us from hours and hours and hours of busy work.
Are you a gadget person? I'll bet an eyelash curler does not count as the kind of gadget you want to hear about...
What type of gadgets do you use? Besides the wisecrack above, I am delighted by my iPhone.
What gadget, which you currently own, can you not live without? It'd be a challenge to get comfortable night of sleep without the baby monitor.
What's the coolest piece of tech news you've heard lately? There is a doohickey can slice bread a whole loaf at a time.
What is your favorite part of working for Rational Client Support? The exemplary integrity of all the rational people with whom I work What inspires you in your work? See previous answer
What are you passionate about? My family, bicycle riding, civil rights AND civil liberties, and proper English spelling & grammar
What tip or trick would you like to share with the class? Its vs. It's (Editor's note: clarity on the difference can be found here http://www.elearnenglishlanguage.com/difficulties/its.html )
Tell me about the biggest problem ahead for you? I'd prefer to call it a challenge: I am working with a group across the Software divisions to make Support documents compliant with the latest IBM.com publishing standards. I want to do this with as little manual editing intervention as possible so that my teammates and document owners don't have to do the housekeeping.
How do you define success? On time and not burned
In your spare time, if you have any, what hobbies or activities interest you? I am nuts about bicycle riding and cross country skiing. I bake a wicked good batch of homemade granola
What message would you give to a Knowledge Champion just starting out in the Knowledge Management industry? Don't get too attached to any tool or practice or rule. Enjoy the opportunities for trying new tools and methods that will lead to enhancing the clients' experience with the knowledge your organization is sharing.
What specifically drew your interest to become involved in the Knowledge Management field? I knew I could make a difference in the quality and usefulness and accessibility of our Support content.
Aside from Knowledge Management, do you have any other passions? The Boston Red Sox would be the local politically correct answer
Do you have any big plans for the future? Learn to play a stringed instrument
If you were stuck on a technology deprived island, what single technology could you not live without? Gloryoski, if the baby and husband are not with me, then the iPhone to call home and to constantly look at pictures of the boy and his Daddy
What is on your nightstand with regard to reading? Analytics at Work. Also Infant Potty Training - it's a bizarre concept at first, and too late for this one, maybe we'll try it if there is a next one.
What has been your biggest surprise you have witnessed in the technology industry? That online banking is safe enough for my husband to embrace it Is there any technology that you think should get more respect and adoption but does not? Electric vehicles - there need to be convenient recharging locations as easy to find as gas stations.
What is your favorite technology that fizzled or failed to live up to the hype? None worthy of mentioning, but does anybody remember those tablets the dentist would give you to chew to see what spots on your teeth you weren't brushing enough? I do miss writing letters with pen & paper and receiving snail mail via US Postal Service
Any new technologies that you think are about to break into the big time? Harnessed wind power
What future technology would make your life easier? Something like a Roomba for driveway snow blowing
What are you doing to make the planet smarter? The obvious answer is that I am guiding people to sharing their knowledge - Reduce, Reuse, Recycle, as they say. Also, I intentionally live close to the office, carpool with my husband whenever I can, ride my bicycle for transportation wherever I can, and generally don't buy bottled water. We have a share in a CSA this year so we are working on becoming locavores. I now pay most bills online - green AND convenient!
How do you prefer to find answers to your questions? I search Google
How are you using social networking today? Long lost pals and I have found each other through Facebook - what a hoot!
How could you see yourself using it in 5 years? Organizing kiddie soccer games and playdates without a million phone calls
What are some of your favorite websites/feeds/twitter accounts to follow? http://www.theonion.com/
What publications / websites do you read / visit? "The New Yorker" is the one print subscription I still keep; http://www.charmone.com/Company.aspx; http://www.massbike.org/aboutus/mission/; http://www.onelook.com/
Any other fun tidbits of information about you, your job, or RCS that you'd like to share? We appreciate it when you take the time to complete the Rate This Page survey at the bottom of every technote that you use!
Abstract: An efficient integration between a UML tool and an IDE is an essential aspect of efficient application development. This white paper discusses one such integration between two such widely used tools in their respective domains; IBM Rational Rhapsody and Microsoft Visual Studio 2008.
Content: This white paper intends to provide you a with a comprehensive guide on how to successfully use the integration between IBM Rational Rhapsody and Microsoft Visual Studio 2008. While the white paper illustrates and discusses certain features of both Rational Rhapsody and Visual Studio 2008, it does not intend to go into the specifics of Rhapsody or Visual Studio 2008. By the end, you will be able to setup and use the integration and its various features that will enable you to be more efficient in the way code and model is handled together.
Passing on an announcement from the Global Rational User Group:
Join us for a live webcast on 15 September.
You are invited to join the Global Rational User Group for a webcast brought to you by the IBM Rational Requirements Management team who will share exciting updates to our portfolio of industry leading offerings. Not only will you hear from Rational requirements management thought leaders during this webcast, but you will also hear from our special guest speaker, Dr. Danny Sabbah, General Manager of IBM Rational Software. Danny will discuss the importance of investing in requirements management and how this area of the Rational business is continuing to evolve onto the Jazz platform. The presentation will also include live demonstrations of our newest product capabilities and integrations, designed to help you increase productivity and deliver the right product the first time. Register now!
Date: Wednesday, September 15 Time: 11:00 a.m. (New York) Duration: 1 hour Presenters: Danny Sabbah, Bill Shaw and George Decandio
Agenda: Importance of effective requirements management across the delivery lifecycle Evolution of Rational requirements management offerings onto the Jazz platform Demos: See firsthand our latest product updates and integrations
Wanted to let you know that this weekend, we'll be taking advantage of the US Labor Day holiday to perform some critical maintenance on our systems, and as such, our technical support content will be unavailable for a period of time on Saturday, September 4 and Sunday, September 5.
What you can expect:
The IBM Support Portal will be operational, and Site Availability and News portlet will contain information on the outage
Search will provide results; but links will not reach content
Also, if you have been relying on redirects to get to our support content (i.e. http://www.ibm.com/rational/support), those redirects will not work during the outage, so this would be a good time to change your bookmarks, and bookmark the Portal at: