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Did you know IBM Rational will be at Pulse 2012 showcasing solutions from across our portfolio that can help you improve quality and accelerate the delivery of innovative applications?
If you are a client or business partner attending Pulse 2012 from March 4 - March 7 in Las Vegas, Nevada go ahead and swing by the Cloud and Collaborative Development and Operations exhibits and sessions to learn how your development and operations teams can work together to improve quality, accelerate service delivery, and reduce system downtime...
Rational subject matter experts will not only be available at the exhibits, but are also set to present best practices and success stories for collaborating across development and operations in 12 regular sessions, 2 Birds of a Feather Sessions, and 2 Meet the Expert Sessions in the Solution Center. If you attend, you will gain critical insights for transforming your business performance by unlocking the hidden value and agility in your existing organizational and technology investments.
Check out this excellent list of key topics covered in the Collaborative Development and Operations track:
And of course no blog post would be complete without links to more information!
Don't forget to say "Hi" to all the Rational SMEs when you see them... tell them "Notes from Rational Support" sent you... it likely won't get you anything other than a a business card and a smile, but sometimes that's all you need
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Summer is speeding by! Staying busy covering for your coworkers while they are out on vacation, or on vacation yourself, you may have missed some of these important downloads over the past three weeks. So, take this quiet summer Friday, grab a cup of coffee, and check out the following Rational downloads which have been released over the past few weeks since July 9th, 2012:
kellypuffs 06000168YK Visits (2551)
He ain't got no distractions
Can't hear those buzzers and bells
Don't see lights a-flashin'
Plays by sense of smell
Ah, the life of a knowledge worker. Particularly a knowledge worker in the proactive support space.
If you 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.
Measurements, metrics and transactional ROI …. we've got it down to a science.
For 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
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It is now my honour to present the next our regular series of interviews with some of the very interesting people in Rational Client Support. This week, we'd like you to meet Christian Glockner, a Rational ClearQuest Technical Support Engineer out of IBM Rational, The Netherlands. Of course, Christian's roles also go far beyond technical support as you'll find out in the interview below; and don't forget to visit his profile on My developerWorks!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
My name is Christian Glockner, and primarily I work as Technical Support Engineer for IBM Rational ClearQuest in Rational's European support center located in Amsterdam, The Netherlands.
Apart from that I have several other roles, including coach for the Kepner-Tregoe Resolve methodology that Rational Client Support have adopted several years ago, and working as part of the Lab team in Amsterdam, making sure the infrastructure our colleagues use for reproducing client issues works.
How long have you been working for IBM and Rational?
It's hard to believe, but I've been with Rational (and IBM for that matter) for three years already! Doesn't time fly?
What are you currently working on?
Besides helping our clients resolve issues they are experiencing with ClearQuest, I am trying to figure out what we can do to further increase client satisfaction and resolve PMRs quicker than before.
Describe a normal day for you.
Luckily I don't have to be in the office at a specific time, so I like to sleep a bit longer than others (which makes my friends envy me badly). I am not a breakfast person, so I make myself on the way to work quickly, and normally I arrive there some time between 9 and 10. First I check any e-mail that has come in to see if anything from Development needs my attention (for example, in case a developer needs more information in order to reproduce a Defect). Next up is reviewing existing PMRs to see what we're going to do about them today, and that pretty much continues throughout the day.
What project are you the most proud of?
Probably that would have to be the work we have done for a new process that will change the way support works with development. We're really excited about it and we're planning to present it at this year's Innovate conference in June.
Are you a gadget person? What type of gadgets do you use?
I am not too much of a gadget person, but everything that has a screen gets my attention.
What gadget, which you currently own, can you not live without?
What is your favorite part of working for Rational Client Support?
There's really two or three aspects. For one, I just enjoy solving problems. Secondly I love helping people, so if I can help clients resolve issues I get the best of both worlds. And finally I enjoy the openness inside RCS (and IBM on the whole).
What are you passionate about?
Technology. That's why I work at IBM.
What tip or trick would you like to share with the class?
If you are a gadget guy and you listen to podcasts, then you should definitely listen to The Daily Giz Wiz.
How do you define success?
Professionally: If a client tells me I helped them resolve the issue they were having and if I manage to make work an enjoyable experience for my colleagues.
Personally: If I can make a difference to other people around me.
In your spare time, if you have any, what hobbies or activities interest you?
This is probably very nerdy, but I am really fond of airplanes and trains. I'm probably the last person to enjoy air travel, solely because it involves planes, clearly one of mankind's biggest inventions, and still a miracle in my book.
If you were stuck on a technology deprived island, what single technology could you not live without?
Definitely the Internet. I honestly don't know what I was doing without it all these years.
What is on your nightstand with regard to reading?
I don't read before going to bed, but rather on my daily commute by train. At the moment I'm reading The Unnamed by Joshua Ferris, which I can highly recommend.
Is there any technology that you think should get more respect and adoption but does not?
Solar Energy is still not as widely used as it could be, so definitely it should be adopted more widely.
How do you grow your technical skills?
I have always been curious to find out how things work and why they work the way they do. I found that I can also apply this in my job, so I really learn new things every day.
AcdntlPoet 2700019V2G Visits (2548)
If you didn't see it initially Sunday night, or tweeted Monday morning, here's your chance to congratulate our 2012 IBM Champions for Rational software!
The announcement was made on The Invisible Thread , IBM Rational's executive sponsored blog on developerWorks. Check out the "Announcing our 2012 IBM Champions" post and join us in congratulating the 19 new IBM Champions for Rational Software! Whether through developerWorks, jazz.net or social media, peer-to-peer participation helps you obtain the skills you need to be successful with Rational solutions. In some communities, you might have noticed colleagues or business partners who actively evangelize Rational tools and practices by running user groups, managing websites, speaking at conferences, writing books or blogs, or sharing their knowledge through relevant social media, and online forums. All of these activities bring value to our user communities. The IBM Champion program recognizes these innovative thought leaders in the technical community — and rewards these contributors by amplifying their voice and increasing their sphere of influence. An IBM Champion is an IT professional, business leader, developer, or educator who influences and mentors others to help them make best use of IBM software, solutions, and services. Even more notably, IBM Champions are not employees of IBM. Are you a client, academic, or business partner and think you'd like to become an IBM Champion for Rational Software next year? Check out What it takes to be an IBM Champion, and then head on over to the IBM Champion program page at
Whether through developerWorks, jazz.net or social media, peer-to-peer participation helps you obtain the skills you need to be successful with Rational solutions. In some communities, you might have noticed colleagues or business partners who actively evangelize Rational tools and practices by running user groups, managing websites, speaking at conferences, writing books or blogs, or sharing their knowledge through relevant social media, and online forums. All of these activities bring value to our user communities.
The IBM Champion program recognizes these innovative thought leaders in the technical community — and rewards these contributors by amplifying their voice and increasing their sphere of influence. An IBM Champion is an IT professional, business leader, developer, or educator who influences and mentors others to help them make best use of IBM software, solutions, and services. Even more notably, IBM Champions are not employees of IBM.
Are you a client, academic, or business partner and think you'd like to become an IBM Champion for Rational Software next year? Check out What it takes to be an IBM Champion, and then head on over to the IBM Champion program page at