"If it helps you, your coworkers, our clients or our partners to do their jobs and solve problems; if it helps to improve knowledge or skills; if it contributes directly or indirectly to the improvement of IBM's products, processes and policies; if it builds a sense of community; or if it helps to promote IBM's Values, then it is adding value."
Our interview today comes from Amsterdam to highlight Bertrand Durou. As another presenter for next week's IBM Innovate2010 conference, Bertrand will be speaking on "Closing the Loop: From Support Request to ALMRequest and Back with Client Lifecycle Management on IBM Rational ClearQuest ". Plus, meet Bertrand at the Support Cafe' (agenda here) where he'll be demoing Service Request (SR) and helping clients get enabled managing PMRs on-line with SR. Check out his interview below so you'll have things to talk about when you meet him next week in Orlando at Innovate2010! Tell us a little about yourself: who are you, what is your role in Rational Client Support? I am Bertrand Durou: 39, French working in Amsterdam, living with a Spanish wife and 2 kids... The job role is KT program manager. I'm teaching and leading troubleshooting methodology. But that's really only one small aspect of what I do everyday...
How long have you been working for IBM and Rational? 10 years this year, 5 in Rational, and 5 in IBM Rational.
What are you currently working on? Feeding this questionnaire
What project are you the most proud of? Lately and without doubt, the implementation in MTS organization, which end up with an Award in 2009. With this implementation, the design/architecture of a "sustaining engineering" workflow based on ClearQuest, and presented at Innovate 2010 Are you a gadget person? What type of gadgets do you use? I'm the proud owner of a Nokia 6021... I can call from anywhere in Europe and send sms
What is your favorite part of working for Rational Client Support? Working with a diverse and multi-national teams... And Clients. Totally different perspective everyday.
What are you passionate about? My family
Tell me about the biggest problem you've solved? Problem with ODBC connections since upgrading to the latest OS400 release... I had no knowledge of this set of technologies, but helped out the Engineer during the training workshop to separate in 4 different distinct problems, and fix the most important one during the workshop
How do you define success? The way the client is defining it at the beginning of the call
If you were stuck on a technology deprived island, what single technology could you not live without? ... None. Maybe a boat to go to a technology island
What is on your nightstand with regard to reading? Magasin Géneral et Le Photographe
Please join our Bangalore support team on Tuesday, May 25th, 3-4pm IST, for an informative open mic on Managing Rational Performance Tester and Rational Functional Tester test assets in Rational Quality Manager.
Briefing for the Topic We will start the session with a brief discussion on RFT, RPT and RQM tools and the main course covering the integrations of RFT; RPT with RQM and then list out the benefits, value addition this integration provides to customers. We will also have a demo towards the end of the discussion and a summary on the concepts discussed.
About Rational Quaiity Manager IBM® Rational® Quality Manager is collaborative, Web-based, quality management software for comprehensive test planning and test asset management throughout the software life cycle. Built on the Jazz™ platform, it is for test teams of all sizes and supports a variety of user roles, such as test manager, test architect, test lead, tester, and lab manager, as well as roles outside of the test organization.
Rational Quality Manager enables users to manage and run automated test scripts created with other test tools by integrating RQM with the testing tools. You can create test scripts in RQM that refer to existing tests that were created with IBM® Rational® Functional Tester, Rational Performance Tester, Rational Service Tester, Rational Robot, and Rational AppScan Tester Edition.
IBM® Rational® Functional Tester (RFT), IBM® Rational® Performance Tester (RPT), IBM® Rational® Quality Manager (RQM) customers and IBM internal contacts.
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!