Notes from Rational Support
AcdntlPoet 2700019V2G Tags:  people innovate2010 rational speakers interview rcs ibminnovate support 1 Comment 8,824 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 rational-client-support support-cafe ibminnovate 4,733 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 rational rational-client-support keynote rational-client-success ibminnovate 5,278 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:  super-women rational rational-client-support ibminnovate 5,458 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
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