AcdntlPoet 2700019V2G Visits (1763)
These are ten of the most recent How-To technotes for IBM Rational Team Concert (RTC). We know you will find them as helpful as we do, especially since they were all created based on client calls/ emails that have come in to our Support Engineers and the answers from which have been reused to solve even more PMRs than just the initial call...
How to manage the size of the RTC log file- How do you manage the log size in IBM Rational Team Concert(RTC)?
How to view the previous states of RTC dashboard- How do you view the previous states of dashboards in IBM Rational Team Concert(RTC) on the web browser?
How to trouble shoot Tomcat for RTC flashes and disappears- How can you get detailed information when starting Tomcat for IBM Rational Team Concert (RTC) with command line, for example server.startup.bat, that flashes and disappears?
How to add Resource Tab in Plan View in RTC- How do you add Resource Tab in Plan view in project area created using Scrum process in IBM Rational Team Concert?
Time of checking attachment size of work item in RTC- When does IBM Rational Team Concert (RTC) check the attachment size of work item for upload and is the attachment file compressed during upload?
Supported integrations for Rational Team Concert- Where can you find a list of supported integrations for IBM Rational Team Concert (RTC)?
How to promote a plan view of tree or Kanban display in RTC 4.0.4 or prior- How can you promote a plan view that contains a tree or Kanban display option in the process configuration editor in IBM Rational Team Concert (RTC) version 4.0.4 or prior?
How to restrict file and Folder deletion in IBM RTC- How do you restrict the user from deleting files and folder in IBM Rational Team Concert?
How to perform Rational Team Concert work item transitions with CMI- How do you configure the IBM Rational ClearCase Change Management Integration (CMI) to perform Rational Team Concert (RTC) work item transitions?
How to update Rational Team 8.0.1.x, 8.0.0.x, 7.1.x, 7.0.4.x, 7.0.3.x, or 7.0.2.x installations through IBM Installation Manager- How do you update IBM Rational Team products 8.0.1.x, 8.0.0.x, 7.1.x, 7.0.4.x, 7.0.3.x, or 7.0.2.x versions to a new iFix or Fix Pack using IBM Installation Manager?
AcdntlPoet 2700019V2G Visits (2244)
Over the course of the next two weeks, here on Notes from Rational Support, we will be blogging some year end wrap ups and messages to highlight some of our accomplishments over the past year in terms of support knowledge and social sharing.
Today we start it all off with a look into our support generated content (did ya catch the play on words with the left hand image there?):
You may know this support generated content as Technotes, FAQs, Troubleshooting docs, or just product support information you find via the IBM Support Portal. In all cases this is content created by support to help you find answers to your product related questions. The past few years you've heard us talk about KCS (Knowledge Centered Support) and how it benefits you all when looking for solutions to issues you may encounter. Implementing the KCS principles means that we strive to create or reuse content for every PMR (problem management record) that comes in to the support crews. Across the board, our Rational Support Teams have achieved a solid 93.5% KCS participation rate; meaning that we have identified content that either already existed and was reused, or content that was created for 93% of all PMR arrivals in 2011. That means this year we have created and updated over 18% of our total support content as available on IBM.com based on your PMRs alone. (That doesn't even touch the additional updates made based on your document level feedback which we will address in a future blog post!) Yes, over the course of 2011 we have added a substantial set of new content and updated existing content to be more accurate, more detailed, and easier to find on IBM.com. When you consider that we in IBM Rational Support alone maintain well over 50 thousand support generated documents, 18% in a single year suddenly becomes a much larger chance at finding a quick answer on your own or from a Technical Support Engineer (TSE) when opening a PMR! That is over 25 support documents per day, every day of the year including weekends! If you also own other IBM products, just imagine the substantial volume of support content available to you... or better yet, don't imagine, check out the IBM Support Portal and see for yourself! But before you go... would you mind letting us know your thoughts on our blogging efforts? http
Across the board, our Rational Support Teams have achieved a solid 93.5% KCS participation rate; meaning that we have identified content that either already existed and was reused, or content that was created for 93% of all PMR arrivals in 2011. That means this year we have created and updated over 18% of our total support content as available on IBM.com based on your PMRs alone. (That doesn't even touch the additional updates made based on your document level feedback which we will address in a future blog post!) Yes, over the course of 2011 we have added a substantial set of new content and updated existing content to be more accurate, more detailed, and easier to find on IBM.com.
When you consider that we in IBM Rational Support alone maintain well over 50 thousand support generated documents, 18% in a single year suddenly becomes a much larger chance at finding a quick answer on your own or from a Technical Support Engineer (TSE) when opening a PMR! That is over 25 support documents per day, every day of the year including weekends! If you also own other IBM products, just imagine the substantial volume of support content available to you... or better yet, don't imagine, check out the IBM Support Portal and see for yourself! But before you go... would you mind letting us know your thoughts on our blogging efforts? http
But before you go... would you mind letting us know your thoughts on our blogging efforts? http
AcdntlPoet 2700019V2G Visits (2508)
The following list was reported as the content most referenced by our Technical Support Engineers as they worked your Rational Clear Case and Clear Quest PMRs (problem management records) over the month of September. We hope you find this list as valuable a resource to help you address these issues as our TSEs have:
kellypuffs 06000168YK Visits (2127)
We have several ways to look at top support content, and we do so regularly in order to understand our business and what content "floats to the top", so to speak, and has provided the greatest value to our support engineers and to you, our clients. First, we can mine the data from February's ClearCase support calls and tell you what documents were used most frequently by our support engineers to provide you with solutions:
Perhaps you'd like to see what ClearCase content was accessed most frequently on the web, or, the content that was most highly rated by your peers? You can see both any time you like on the IBM Support Portal's Overview Top Ten Portlet:
Any way you choose to look at it, if you are a ClearCase client, I'm sure there is something here for you!
Image Credit: Some rights reserved by Stewart
AcdntlPoet 2700019V2G Visits (2734)
Get on the KCS train! We've run the numbers, reviewed the data, and found the top support documents from last month. These are the docs which were most commonly reused over the course of our TSEs assisting with calls.
With our KCS (Knowledge centered support) ideals in mind, our reuse data tells us these docs should be of great benefit to you all.... We hope highlighting this content here will help you as well, and maybe even save you some time in resolving issues or finding the right answers...
image credit: flickr user Mike Miley
kellypuffs 06000168YK Visits (3909)
So I was very thrilled to find a new IBM and KCS YouTube video that I just have to share with you.This new video from our friends at IBME
All NFRS blog posts tagged with "kcs".
kellypuffs 06000168YK Visits (2870)
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.
hat? What do you mean?
"Just in time, not "just in case" 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 you can see from this graph is ... sub-optimal.
The Acme Co has started fielding support calls about the new bilateral destabilizer functionality, released last week. Sadly, a use case has emerged: if you plan on deploying the bilateral destabilizer underwater (like anyone would EVER do that), you need to make some adjustments in the motor housing.
Acme believes that getting this information out to their clients quickly is far more impactful than investing in a lengthy writing, editorial and review process while clients continue to struggle without this valuable knowledge nugget. Acme certainly doesn't want to continue to field calls about known issues. They want to get the knowledge as close to the clients as soon as possible, so their support engineers can be helping clients with new issues.
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.
kellypuffs 06000168YK Visits (8773)
Tacit knowledge is the knowledge in your head. Knowledge you haven't shared. Explicit knowledge is knowledge written down and shared. Tacit knowledge is good, but explicit knowledge is better, particularly in a technical support context. In Rational Client Support, we've built a robust knowledge management program, based on knowledge-centered support best practices, aimed to equip the organization to capture knowledge effectively for reuse, not only internally, but outside the firewall as well.
The support engineer on the other end of the phone not only brings to bear his/her own expertise on an issue, but also has at hand our knowledge base built on the collective experiences of the organization and clients to date. We solve a problem once, and then reuse the solution, building upon it as experience dictates.
Capturing knowledge is not something we do in addition to solving problems....it is the way we solve problems.
Shared knowledge IS power.
image credit: (cc) KaCey97007
ASP Announces "Best Web Support" Winners for 2010 .... And IBM Support Portal Made The List!
Earlier this year IBM was nominated for the Association of Support Professionals annual "Ten Best Web Support Sites" award.
And the outstanding news is that we won!
Of course this all came about from concerted efforts across some major disciplines within IBM including our Support Portal Adoption team, as well as our entire support staff's driven work towards adopting a Knowledge Centered Support (KCS) model for ensuring high levels of content relevancy within our knowledge base. Teamwork is the name of the game here, and ASP has identified us at succeeding in working together to make our clients' lives easier when it comes to solving issues!
This is a coveted award in the web support industry and a very, very hard to get accolade- not only is this a major win for our Technical Support staff and Support Portal teams, but is A MAJOR WIN FOR IBM across the board!
So, take a gander at the ASP announcement here and join us in giving all the teams who have worked so hard on the IBM Support Portal to make it what it is today a hearty congratulations and job-well-done!
kellypuffs 06000168YK Visits (2844)
How do we do that?
We monitor trends and topics, both in the support tickets we receive and resolve, and the documents accessed out on the web. We use this data to target specific activities around the areas that matter to YOU.
We've noticed we're getting a lot of questions around the in-session detection feature of IBM Rational AppScan, and so our support engineers have created the first ever IBM Education Assistant module for AppScan:
Basics of AppScan Standard's in-session detection feature.
Check it out! And many thanks to Paul Esteban for his work.