AcdntlPoet 2700019V2G Visits (2737)
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
AcdntlPoet 2700019V2G Visits (3148)
This week, we asked Rational Support IBMers what tip or trick they'd like to share... below you'll find some great advice about global collaboration, using Lotus Notes and associate applications more effectively, and information on making Support Portal more effective for YOU!
First up is Wendy Page, an RCS Software Advisory Team manager, with some recommendations for collaborating with global teams. Wendy notes:
"When working with remote colleagues, especially in foreign labs, I take a couple of minutes to ask them about something in their locale before beginning a work conversation.
For instance, when I next talk to my CDL development team, I will ask them about their New Year's Holiday, whether they traveled to see family, what traditions they cele
Paula Cox, a Rational Client Programs manager, has some great tips for using tables in Lotus Notes:
In Lotus Notes (perhaps we can have a thread on JUST Notes tips)...two things have made everything easier.
Debra Johnson, another Rational Client Programs manager, has even more advice surrounding Lotus Notes:
One of the things in Lotus Notes Teamrooms, email, databases etc., that Paula Cox (thanks Paula- she is our Lotus Notes guru) taught our team was to use the 'shift' plus the 'minus' key to minimize the open documents. This helps if you need to find a category or event from the list. To use this function, click in the results, then press the 'shift' and 'minus' keys; it will collapse everything in that window to the highest level.
Lastly, our eSupport guru Pat O'Connor gives us some simple but highly effective tips on using the Support Portal:
For the IBM Support Portal:
So, there you have some great tips and tricks from the people who work with these tools, sites, and distributed teams every day... do YOU have any tips to share? Anything that you find makes your life a little easier or efficient? Work related or otherwise, we're all ears and eager to learn new ways to improve!
image credit: (cc) the incomparable flickr user AndyP UK
AcdntlPoet 2700019V2G Visits (3924)
Rational VoiCE India 2011 will be held on Wednesday, February 22, 2011 at the Leela Place Hotel.
To register and see a complete agenda, go here> Rational World Wide VoiCE Events-VoiCE Bangalore, India
To whet your appetite, here's a quick list of the tracks...
Want more info? Check out the more detailed session abstracts for these VoiCE tracks to be presented in Bangalore on February 22nd, 2011 (Additional information is available on the Private VoiCE community for those who have registered for this event). See instructions on this page for joining the VoiCE Community.
If you would like more information about these VoiCE events, please contact the VoiCE team at email@example.com
AcdntlPoet 2700019V2G Visits (2782)
Memo to IBM Rational Clients about upcoming changes to our remote Technical Software Support:
Currently, when calling for technical support on a limited set of Rational products, U.S. and Canadian clients experience live call transfers to our technical support teams.
Effective January 12, 2011, remote technical software support for all IBM Rational products for these clients will be provided exclusively in call-back mode. You can expect a more consistent support experience, improved skill-based routing, and will gain flexibility in managing your time when interacting with our support team.
You will still be able to open support requests electronically via our Web-based Service Request (SR) tool. This option allows you to provide very detailed information about your issue and environment with the same response times you will experience via the call-back model above. Additionally, the award-winning IBM Support Portal allows you to streamline it to meet your specific product information needs and ensures the resources you require are always at your fingertips. If you haven’t visited the Support area of our website recently, we invite you to take a fresh look at: http
More information on this change can be found in the IBM Rational Support communication here.
All of us in the Rational Client Support organization are here to help you achieve maximum benefit from your investment in IBM software and support services and look forward to assisting with your software support needs.
AcdntlPoet 2700019V2G Visits (3513)
Today we are excited to spotlight Sean Logue. As the Business Intelligence manager for RCS, Sean has his hands directly in guiding the organization's ability to adjust and adapt to the changes in Rational Client Support's business space. But don't think for a moment that just makes him a boring metrics guy, as you'll see from his interview below Sean has a diverse and telling list of people whom he admires and even some impressive writing talents! But don't stop there, checkout some of our previous interviews too!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
I manage the Business Intelligence team for WW Rational Support. We provide the metrics and analysis that is used to help make intelligent business decisions for the area.
How long have you been working for IBM and Rational?
I started with IBM right out of college back in 1989. So, I’ve been working here over twenty years. I moved to Rational about 2 ½ years ago from Tivoli, another Software Group brand.
Have you had any other roles in Rational?
No, but I’ve managed pretty much everything over in Tivoli. Software Development, System Verification Test, Globalization, Information Development, Performance Test. Basically anything that has anything to do with software. I’ve also been a team lead, project manager, and technical writer. But, I’ve never flown a helicopter, so there are still a few opportunities left.
Describe a normal day for you.
I’ve stopped trying to plan my day in the morning before it starts. When I try to do that, I’m invariably disappointed. One of the basic truths of a first line manager’s job is that it is extremely reactive. Each day is defined by that urgent phone call that came in at 9:00, or the concerns raised in a 1x1, or that sametime from the VP. The really great thing about this, though, is that every day is different, so they don’t all just fade into a sea of monotony.
What project are you the most proud of?
Last year I was proud of our dashboard, because it really went a long way toward giving a clear, high-level picture of the state of the organization. That made it valuable to the executives, but wasn't as valuable to first and second-line managers. This year I'm extremely proud of the scorecard, because it brings the same, clear picture, but can be zoomed into whatever role you are in. So, it is useful for TSEs, first-lines, second-lines, and, yes, even executives.
Do you have an "on the job" hero? If you could "follow" anyone for 24 hours, who would it be?
I don’t really want to follow anyone, as that might get me arrested. I don’t have a single hero, but I can say there are characteristics of people that I truly admire. For example, Dale Hobill has tremendous KT skills, and can reduce any problem to rubble in mere minutes using a carefully placed SA. Johnny Scarborough is one of the most genuinely kind people I’ve ever met. And Kelly Smith is the only one in the area unique enough to get all of my jokes on the first try.
Are you a gadget person? What type of gadgets do you use?
Oh, yes. I’m typically an early adopter, too, though I’m trying to hold back and buy version 2 from now on because it is cheaper and less stressful. I love my iPhone 4, and really don’t know what I did without it. I’ll never buy a car without a good GPS system. I have so much remote control equipment that I’m a certified installer. I really like AV equipment in general, and I love the trend to tie them all into a network.
Any new technologies that you think are about to break into the big time?
I’ve been very surprised at how quickly we are moving away from physical media. It is very clear to me that movies, television, music – even books -- are now easier to handle if they exist out on a cloud, and not in real life. I’m a big book and DVD collector, but even I can see that they aren’t going to be around much longer.
How do you grow your technical skills?
I surround myself with experts, ask lots of questions, and, most importantly, I listen carefully and ask follow-up questions to make sure I truly understand.
How do you prefer to find answers to your questions?
Google. What we did before this is a mystery.
How are you using social networking today?
I’m an active participant on Facebook, but I use it mostly for friends and family rather than work. It is amazing how it can be used to create and maintain connections to so many people,
In your spare time, if you have any, what hobbies or activities interest you?
Here’s something very few people know about me. I’m a top 500 Amazon reviewer. (I used to be top 250 but I haven’t written enough reviews lately so my rank went down a bit.) I have written hundreds of reviews. I do it to keep my writing skills up. My first job at IBM was as a technical writer, and I did that for seven years before moving on to other things. Writing is still one of my passions.