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.
Notes from Rational Support
Awesome Ignite-style presentation on Knowledge-Centered Support by David Kay. He rocks.
AcdntlPoet 2700019V2G Etiquetas:  top-content top-support-content rational-client-support rational technotes 5.379 vistas
These are the top 20 technotes across all Rational products that were reused during August to help solve your PMRs. Last month the following technotes were the most heavily reused when closing PMRs opened by you, our clients. We hope that highlighting them here will help others encountering the same or similar issues also find quick resolution:
Four times a year, we review and gather up content that has been identified by clientsand support as the most usefultechnotes in solving problems or answering questions, and publish it in a document we call the Top Rational FAQ Links by Product.
This document has been updated to cover all of 2008, and republished. You can find it here.
Top Rational FAQ Links by Product
We continue to increase the number of products this tech note addresses (currently at 31 and climbing), and you can now subscribe to this information in your favorite RSS reader. Run! Subcribe! Now!
If you find this document useful, please provide feedback via the Rate This Page mechanism.
AcdntlPoet 2700019V2G Etiquetas:  customer-service-week rational-client-support rational 5.377 vistas
Customer Service Week is a Global event to celebrate our customer service teams and recognize their dedication to every customer's success. In 1992, the U.S. Congress proclaimed the first full week of October "Customer Service Week" to recognize the importance of customer service, and honor those who serve and support customers.
At IBM, Customer Service Week has grown into a global event* to thank our dedicated staff for serving and supporting our clients. We'd like to take the opportunity to honor and recognize ALL of the individuals across the world-wide Rational Client Support organization who are dedicated to your success every day.
Each lab / cluster will be bringing their employees together to celebrate the great Customer Service we provide and celebrating with a little light refreshments and some fun activities.
In addition to all the various social events to celebrate the week, IBM is also hosting other internal Customer Service Events during the week for our diverse staff to dig deeper and learn more. Covering a broad scope of topics like "Customer Facing Skills education" and tracing/dump/debugging analysis, these job focused events will help them become even better in their roles as they provide some of the best-in-breed service in the industry!
IBMers the world over pride themselves on delivering tremendous value to you, our clients, by delivering innovative products and outstanding customer service. That single-minded commitment to clients is reflected in Customer Service Week and it's theme for 2011, "A century of outstanding customer service. " IBMers have focused on satisfying your needs for the past 100 years. As we mark our centennial, we remain fully committed to you and will continue to make your satisfaction our number one priority. Here's to our next 100 years of outstanding customer service!
*Note that because of national holidays, Customer Service Week will be observed the week of October 24-28 in China and November 7-11 in India.
Rational Synergy for Asia V7.1a was released for download via Passport Advantage on November 6, 2009.
This release is functionally equivalent to Rational Synergy 7.1 and supports Unicode character sets. Rational Synergy 7.1a is targeted for any customers who require Unicode Multilingual and Multiplatform support. This release can be used by any country requiring a unicode character set, for example: Japan, Russia, China, Taiwan, and Korea.
You can obtain this release through Passport Advantage Online (Passport Advantage and Passport Advantage Express customers are required to sign in to access the actual files.) If you or your organization did not purchase your software and support through Passport Advantage or Passport Advantage Express, you are required to sign in to the new IBM Software Group OEM Portal to access the actual files. This includes customers with Flexible Contract Type (FCT) license purchases and IBM Business Partners. For assistance with the IBM Software Group OEM Portal, please visit eCustomer care.