IBM Electronic Support at Edge2015
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The IBM Electronic Support team will be at Edge2015 and we’re so excited to have the opportunity to present and meet with Power, Storage and z customers!
This year we’ll have 4 team members at the conference to cover a wide variety of support tools and brands, including Call Home Web, Fix Central, Service Request, Support Portal, FLRT and many more!!
Susan Caunt – IBM Electronic Support manager for Power
Julie Craft (@juliel_craft ) – IBM Electronic Support architect for Power and Platform Computing
Mark Drummond (@MarkDrummondSTG )– IBM Electronic Support Storage brand representative
John Goodson (@jjgoodson13) – IBM Call Home Web and Electronic Support leader.
Stop by and visit us at Booth 54 in the Solutions Center! We’ll be there Monday, Tuesday and Wednesday during lunch, and Monday and Tuesday during the evening sessions. We’ll have demos of our tools and be available to answer any burning questions you have on our tools and the entire Client Self Assist process. We’ll also have (as always) great giveaways and an opportunity to participate in a survey to receive awesome prizes! We’re really looking forward to seeing our favorite clients from past conferences (Brian!) and meeting new favorites!
Julie, Mark and John will also present the latest information on IBM Electronic Support in the following sessions:
Power and AIX
(aIM1838) IBM Electronic Support Overview for Power, AIX and VIOS – Julie Craft
The IBM electronic support tools are getting smarter! Please join us as we present an overview and details of the smarter initiatives of the electronic support suite of tools for Power hardware, AIX, VIOS and many more products that you know and love! Our tour will begin with IBM Support Portal and social, move on to Fix Central and My Notifications and end with everyone's favorite, Fix Level Recommendation Tool (FLRT)! We know your time is valuable and the faster you can get your answers, fixes and problems solved, the faster you can get back to doing the exciting things covered at this conference!
(aIM1840) Service Request for Power and software – Julie Craft
IBM Service Request has merged with ESC+ and now Service Request is your one stop tool to create software and hardware problems. What's the fastest way to open a PMR/PMH? What's the best way to manage problem reports from multiple products, software and hardware? Is chat available for your product?
We'll cover all this and more! Stop by for a personal demonstration and go home to Wow! your colleagues and managers with your newly acquired SR Ninja skills!
(aIM1844) The lifecycle of an AIX security or HIPER APAR - what happens behind the scenes and how can you get in on this? – Julie Craft
Wow, security issues received so much attention last year, Heartbleed, Poodle...you name it. Once a security issue is identified in AIX, how do you get notified and where can you go to proactively find the data you need for patching and auditing? This presentation will walk you though the process and demonstrate the tools we have to make it a bit easier to sleep at night. Tools like My Notification, Twitter, AIX security bulletin archive and (of course) FLRT!
(aIM1841) Call Home Web for Power - It just keeps getting better! – John Goodson
Infrastructure matters! IBM Power systems have always been a step ahead with Call Home and now Call Home Web brings it together for you in one easy to use interface. We will present an overview of Call Home Web and some very enticing enhancements just added in 2015. Prepare to be amazed at the ease in which you will see a summary of your hardware, heartbeat data, Call Home initiated problem reports and much more! Bring your list of systems and we'll get them all set up for you and ready in time for the Call Home Web lab. It doesn't get any easier!
(pIM1843) Call Home Web lab – John Goodson
Sit down with our Call Home Web lead developer and let him show you all the great ways to use the tool to manage your Power and IBM Storage systems.
Bring your list of machine types and serial numbers to one of the Call Home Web presentations or visit us in the Solutions Center and we'll populate your Call Home Web inventory so you don't have to!
(sMB1712) IBM Electronic Support Joins the Social/Mobile Explosion - Queue the Fireworks! – Mark Drummond
Follow IBM Electronic Support as it evolves from Forums, Communities and Blogs to Twitter and Linked In accounts. Discover how these channels are leveraged by IBM Notifications to give you more ways to stay on top of current issues. And what could be better than support via the new Technical Support Mobile app? You'll be invited to install the app and even shape future development. Don't miss it!
(sSS1709) IBM Electronic Support Overview for Storage - What's New – Mark Drummond
It has been another exciting year for IBM electronic support and we would like to share all of our enhancements with you to be sure you are getting the most from your support experience. Tools covered in this lecture include Fix Central, Service Request, Support Portal, My Notifications, and 'Chewy' - our Call Home Web Experience. We also include a quick introduction to the new Technical Support Mobile app. We know your time is valuable and the faster you can get your answers, fixes and problems solved, the faster you can get back to doing the exciting things covered at this conference!
(sSS1710) IBM Electronic Support Problem Reporting for Storage - Uniting Hardware and Software – Mark Drummond
The current hardware problem reporting tool, ESC, has been integrated into the software problem reporting tool, Service Request (SR), to create one tool that does it all! What's the fastest way to open a PMR/PMH? What's the best way to manage problem reports from multiple products, software and hardware? Is chat available for your product? We'll cover all this and more! Stop by for a personal demonstration and go home to Wow! your colleagues!
(sSS1711) IBM Call Home Data Now on the Web! See CHWE for Storage – John Goodson
The Call Home Web Experience (CHWE), Chewy, brings it all home for our Storage clients! Automated Call Home, and new in 2014, a self-service web and notification capability, is a service that is included as part of warranty and maintenance. We will present an overview of Call Home Web and some very enticing enhancements just added in 2015. Prepare to be amazed at the ease in which you will see a summary of your hardware, heartbeat data, Call Home initiated problem reports and much more! Bring your list of systems and we'll get them all set up for you and ready in time for the Call Home Web lab. It doesn't get any easier!
Check out all of the Speaker Abstracts here: http
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Hope to see you at Edge2015!
The IBM Electronic Support team