II08313: IMS/ESA VERSION 3 & 4 SERVICE PROCESS PILOT

APAR status

• Closed as canceled.

Error description

• The following append contains the text of a letter sent to all
  IMS customers announcing the IMS VERSION 3 and 4 SERVICE PROCESS
  PILOT.
  *
  *
   November 1,1994
  
  
  
            IMS/ESA VERSION 3 & 4 SERVICE PROCESS PILOT
  
  
  IBM is continually looking for new ways to improve our service
  delivery.  Accordingly, the IMS Service Support team has
  developed a set of process improvements which we believe will
  benefit both our customers and IBM.  In order to ensure that
  these new processes meet your business needs and improve our
  service to you, we will be conducting a pilot program beginning
  in November 1994.
  
  The purpose of this pilot is to:
  
      o   Enable us to focus more effectively on critical problems
  
      o   Reduce your system maintenance activity
  
      o   Minimize the number of fixes in the service chain
  
  
  Historically, our service philosophy has been rooted in the
  perceived need to fix every reported problem via a PTF.  For the
  duration of the pilot, we intend to take a different approach.
  
  The Service Support staff will engage in a dialogue with you to
  better understand and assess the problem impact and its urgency,
  and the feasability of alternative solutions.
  
  If the reported problem does not have a severe impact on your
  business, an APAR will be accepted in order to document the
  problem; however, resolution will be deferred and considered for
  inclusion in subsequent available or future releases.
  Examples:
  
        -   Problems for which a circumvention is available
        -   Problems which were exposed due to user error
        -   Problems which cause no serious exposure to customer
            production systems
  
  
  If the reported problem does have a severe impact on your
  business, an APAR will be accepted and will be fixed via PTFs,
  with IBM supplying relief as quickly as possible.
  
  
  During the pilot we will contact the customers who submit an
  APAR to IMS to gather feedback on the program.  However, if you
  experience ANY dissatisfaction during this period please do not
  hesitate to contact our pilot coordinator, Mary Anne Morgan, at
  1-800-283-6103 or by FAX at 1-408-463-2757.
  
  Thank you for your continued support as we strive to improve
  our service.
  
  
         Dan Wardman
         IMS Product Manager
         IBM Santa Teresa Laboratory
         555 Bailey Avenue
         San Jose, California 95141
  
  
  
  
  
    NOTE:   This  neither adds to, nor subtracts from, the terms
    and conditions of the Agreement for IBM Licensed Programs.
  

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