Notes from Rational Support
AcdntlPoet 2700019V2G Tags:  people ibminnovate innovate2010 rational rcs speakers support interview 1 Comment 11,258 Views
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's the coolest piece of tech news you've heard lately?
The Nanosolar Utility Panel or Thin-film solar panels .. Making a simple/cheap manufacturing process and easy to install solar technology is one way forward
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?
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
What has been your biggest surprise you have witnessed in the technology industry?
The Large Hadron Collider
What is your favorite technology that fizzled or failed to live up to the hype?
The Minitel Videotex online service
Any new technologies that you think are about to break into the big time?
What are you doing to make the planet smarter?
ISM-1805A : Closing the Loop: From Support Request to ALMRequest and Back with Client Lifecycle Management on IBM Rational ClearQuest
How are you using social networking today?
I deleted my facebook account summer 2007!! ... just had no time. I skype a lot instead.
John Banks-Binici 2700000MH9 Tags:  rational-client-support ibminnovate rational support-cafe 7,100 Views
The Support Cafe at IBM Innovate 2013. These are some of the smartest people I know. If you have questions they will help you get your answers.
wendytoh 270001RQXM Tags:  voice keynote ibminnovate rational rational-client-support rational-client-success 7,908 Views
I had a the pleasure of kicking off Voice of the Client 2013 this morning in Orlando, Florida with over 500 of our clients and colleagues. I was pleased to be able to update everyone on the progress we've made on the Platinum Initiative - Improving Rational's Client Experience.
Specifically we focused on the improvements we've made across our Focus Five areas: Deployment, Performance, Integrations, Knowledge Availability, and Serviceability. Some of the highlights included the launch of the Deployment wiki on jazz.net (https://jazz.net/wiki/bin/view/Deployment/). The wiki assembles deployment information from many sources into a single community-developed and community-managed knowledge base to be used by our clients, partners, and IBM colleagues... In addition to specific deployment information, we also included information on configuration/tuning (aka performance) as well as trouble-shooting tips (aka serviceability).
Many Rational team members from Support, UA, ULL, Development, Jumpstart, ISSR etc contributed their knowledge to this wiki - I am personally appreciative of all their hard work.
I also had the pleasure of highlighting the many ways we are staying connected with our clients, from our social media outreach on YouTube and Facebook to the revamped and relaunched developerWorks site (http://www.ibm.com/developerworks/) to our newest Jazzhub beta 3 efforts (https://hub.jazz.net). All in all it was a strong start to this conference - I am looking forward to a productive week!
wendytoh 270001RQXM Tags:  rational super-women ibminnovate rational-client-support 7,846 Views
It's that time of the year again - Innovate - IBM's Technical Summit - is going to be going on week of June 3, 2013 in Orlando, Florida.
I am excited to share that we will once again be hosting a Super Women's Group networking reception to enable networking and mingling for IBMers, customers, and BPs. This year, we will also be hosting a panel discussion of women executives from IBM, 2 IBM clients, and an IBM business partner.
The theme of this panel discussion is "Staying Ahead in your Career" and will focus on issues ranging from how to take risks in your career to the importance of building strong relationships to ensuring you have a seat at the "big" table. I'm delighted that April Slovensky from Deloitte Consulting LLP has agreed to be my guest on this panel. April leads Deloitte Global's Methods & Tools organization which focuses on enabling client service professionals to deliver client solutions in an effective manner. April has served as a leader of Deloitte’s Women’s Initiative (WIN) - delivering programs aimed at developing and retaining women. April manages to combine a successful career with her family life and many outside interests. I can't wait to hear how she does it all!
I hope you can join me and my colleagues for these exciting events. Here's a link with details for both the panel discussion and reception as well as how to RSVP:
Unable to attend or want to pose some questions? Please feel free to comment on this post. I will post a summary of the event and some of the tidbits I gleaned from the panelists after the event. Hope to see you there.
Software is the invisible thread which speeds
innovation across all industries.
March 30-April 1, you can share how you drive innovation with the first-ever IBM Innovate 2010 Jam.
If you haven't "jammed" before, it's a hosted, online brainstorming session with IBMers, clients and business partners
Let your voice be heard at the IBM Innovate 2010 Jam. And and AND....participants will receive $300 off of registration for the conference!
Learn more and register to participate at http://www-01.ibm.com/software/rational/innovate/jam.html
rthurber 100000N9MD Tags:  rational voice ibmrcs keynotes blogging innovate blogs leadership ibminnovate rational-client-success rational-client-support devops isdz avp innovate2013 13,506 Views
Did you miss any of the blogging action from Innovate? Well, we have you covered!
We have everything covered that our leadership team and social experts posted - from VoiCE, to DevOps, to Keynotes, to ISDZ.
Don't forget to check out the pictures we captured on the IBM RCS Flickr pool!
Jin 110000QDCS Tags:  rational-client-support ibminnovate rational-client-success rational-board-of-advisor... rational 10,296 Views
The fourth day of the Innovate conference is also our Board of Advisors meeting.
When I first joined Rational, this was one thing that really impressed me. While I was familiar and had led many customer advisory boards before, I was surprised in a positive way to recognize how much Rational and clients both invest into this. We are serious about this here! There are pre-meetings and homework. Our Board of Advisors members gather input from their organizations on strategic needs and trends ahead of time and help Rational validate our investment focus and priorities. I find the conversations direct, open and very focused. Beyond Board of Advisors meetings, I see the clients more devoted strategic partners with IBM. What a great story!
This year we get to welcome about 30 Rational Board of Advisors members and special guests joining us for a deep discussion covering Rational’s strategic focus, system-specific tactics, DevOps and many other key topics. Thank you board members for being such devoted advisor and advocates of IBM Rational!
Last night I attended the Super Women's Group panel discussion and reception and took a few notes to share. Before I get started, I am thrilled to say that it was standing room only. (The fire marshal had to turn people away.) It shows the growing number of women doing technology jobs and also the effectiveness of our marketing. Next year, we are getting a ballroom, ladies! Also, this advice can apply to any career and is relevant to all my followers.
In a mobile, social world software is a mission critical for achieving competitive advantage.
At Innovate we have the opportunity to interact with some of IBM’s large clients with the most complex software environments. These customers have invested hundreds of millions of dollars in IBM solutions and have come to understand that the efficacy, with which they are deployed, administered and maintained impacts every facet of their business. In the current wave of disruptive transformation entire processes are being impacted by social technologies and over the next decade social business computing will pervade every business function. Thus, social strategies must be fully incorporated with the business plan and objectives and an integral part of the pervasive, mobile computing environment.
Author: Irene Bond
Jennba 270004K1Y7 Tags:  ibminnovate keynotes innovation rational-client-support rational 7,969 Views
Greetings from the main tent at Innovate. Here we are in the second full day of events and the mornings have been exciting. The band welcomed us all and after yesterday's lightning sessions I was looking forward to some panels and speakers. First up was Robert Leblanc, SVP of Middleware. What I gleaned from him was that our customers clearly understand the latest trends of mobile, Cloud and more but they feel they are very unprepared to adopt and react to those trends. Seems like an opportunity for us to help them with the transition. I loved the example he gave with the Ford Fusion and how it contains over 15 million lines of code by the time it is complete and coming off the line. It is a walking data center. Also interesting was the how he positioned devOps to be more of and enterprise process and not an IT process. I think this shift will allow more of our customers outside of the traditional ALM and IT space to participate. I also heard a clear call to action with the directive to improve the speed of delivery of our offerings to map to the entire mobile paradigm and allowing customers to update at will at a very quick pace from the appStore.
Our final event was an interview with Alan Brown and Steve Wozniak. He focused on the fact that he designed things completely for himself and was "an engineer at heart". He did not always rely on existing documentation and design principles but worked to reverse engineer and improve upon them. He would offer challenges to himself to build something with less parts and that is what drove the entire simplicity model. Mr. Wosniak worked on many different projects and didn't ever discount those efforts. He also said it is not always easy to recognize innovation and what can be turned into money but that his partnership with Steve Jobs really helped there. What he brought to the table was the ability to be disruptive, and to not just learn the answers to the test but to ask thought provoking questions on a regular basis. This message resounded well with me as I see my own children often look for the answers instead of trying to figure out answers for themselves.
Jin 110000QDCS Tags:  rational-client-support consumerization enterprise rational ibminnovate clients 7,793 Views
It’s wonderful to see many of our great clients in person at IBM Rational’s annual Innovate conference! I always benefit from hearing their comments, whether it’s frustration or compliments. Client interactions here made me think deeper into how our clients have evolved over time.
I have been thinking about this for a while and had done some research on it. One changing trend I see is that our enterprise clients are becoming more "consumerized", meaning, they demand and expect to be treated like an individual consumer, with ease of access to information, instant response like those among individual consumer interactions, and "personal touch" for an enterprise-wide partnership.
This trend is very meaningful for my team and myself as we focus on client support. We used to look at some of the social media forums as more tailored for consumer market, but we now have clients telling us they hope to be able to find deployment guide through a Google search. We used to focus on our books and manuals but now clients give us kudos about our migration video on YouTube. These feedbacks have significantly encouraged us to go play at a much bigger platform! For this conference, we have all sorts of social amplification efforts going on, and we are putting our product contents into forums, tweets... Our client program managers are interacting with client advocates face to face. Furthermore, we are looking into other ways to interact with our clients, whether it’s through web tickets, live chat, or community forums.
The consumerization character is also an excellent fit for Rational portfolio. The entire value proposition of Rational product family is aiming at providing a common playground for accelerated development, and this common playground has significantly lowered the "entry criteria" for our clients therefore made the entire workflow flexible, personable, and more consumable. For example, Rational Team Concert would enable our clients to conduct multi-site development, accept site-specific or user-specific configuration variation, but yet provide an integrated blue-print of the overall enterprise project. This flexible yet reliable common playground has made it possible for many of our clients to adopt agile, to accelerate their development pace, and formulate the effective cycle of continuous testing and continuous delivery. Sal Vella, our VP of Development & Support, said it the best during Sunday's VoiCE keynote session, "This new world is all about developers!"
Time to jump back to more client dialogs. Continue looking for ideas on how to provide more consumerized service to our valuable clients!
irenebond 270000P84P Tags:  avp-express rational avp rational-client-support ibminnovate 7,440 Views
In the current economy resource contention is fierce and CXOs press for more relevant ROI when making spending decisions. Sometimes meaningful, quantitative ROI can be difficult to determine and other times it’s pretty straight forward.
Data analysis shows that IBM customers with at least a 50% full time equivalent Accelerated Value Program Leader working as a trusted advisor to their development teams enjoy greater adoption and more robust usage of their Rational software. Customers who invest in professional services to assess their needs and then roll out and deploy their software at scale reap similar rewards. So what’s the perfect blend of services? For large, complex deployments leveraging professional services in waves with sustained advice and support from AVP provides expedited ROI.
Accelerating time to value is meaningful ROI.
Author: Irene Bond
AcdntlPoet 2700019V2G Tags:  innovate sessions innovate2013 ibminnovate rational-client-support rational 7,404 Views
Tuesday's reminder for today's upcoming RCS sessions! We've got three great sessions you won't want to miss today! Keep an eye on the blog this week as we post the day's reminders at 7:30am EDT to help you plan your day during breakfast! And don't forget, you can always check out the full RCS sessions list in our prior post here to start planning tomorrow too!
So go on, add the session(s) to your InnovateSmartSite.com agenda and be sure you don't miss out!
Barry-CCM 06000008QU Tags:  rational-client-support rational-client-success avp ibminnovate rational isdz 7,336 Views
The customer is always right, but making customers successful is challenging especially when it comes to troubleshooting issues in a complex environment. As our clients evolve to mobile, social, cloud environments our jobs have become more demanding. When we look at all the topologies our large clients use, there are some 3M variables that can impact the performance users experience. IBM Rational has client support teams in 18 locations around the world working to reduce this complexity.
Our Client Success team is dedicated to solving your problems 24/7/365. As business becomes more social our goal is to quickly and easily connect customers to the subject matter experts you need in order to efficiently resolve your concerns. We are one global team for a globally distributed marketplace, partnering with professional services and AVP.
In a social world people do business with people. Stop by the Integrated Services Delivery Zone and meet the people committed to your success.
Author: Mary Barry
stavilla4 060000NBA8 Tags:  rational-client-support rational-client-success rational ibminnovate serviceability 9,014 Views
Each client is unique therefore each client deployment is unique. How do you, as the solution owner, and IBM, as the solution provider work together to keep your solution up and running as required to meet your business needs? How do we service your solution? This is a question that IBM Rational has been focused on for the past 12 months as part of our Platinum Initiative. Serviceability is one of our five focus areas along with deployment, integrations. performance, and user knowledge and documentation.
Serviceability can be broken down into 3 necessary categories which must work together, to service your solution:
We have worked to improve all of these areas in the last 12 months and are committed to continuously delivering improvement in all 3 categories, initially, for a select subset of our portfolio: Jazz Application Foundation, Rational Team Concert, Rational Quality Manager, Rational Requirements Composer, DOORS, Rational Developer for z, You will find mention of some of our achievements here at Innovate and will also find new features on jazz.net and in our product offerings.
For product diagnostics:
Please join me at Innovate on Monday, June 3, 12:15 to 1:15 in Oceanic 7 to learn more about our activities and to share with us your opinions on serviceability.
Gerald Mitchell from the Global Response Team is also available by request at the Support Cafe when he is not otherwise presenting in sessions and is happy to engage in discussions around Smarter Server and Serviceability.
Millard Ellingsworth our Collaborative Lifecycle Management Answer Lead for forum support can also be located at the Support Cafe and at the developerWorks Live Zone.
Author: Sharon Tavilla