Tivoli Software Support. Tips for getting the best out of IBM: How to leverage support

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Edwin McKenzie
5 years ago
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2 Tivoli Software Support Tips for getting the best out of IBM: How to leverage support

3 James Wenn AP Tivoli Support Executive

4 Agenda Software product support sites and tools IBM Software Support Toolbar Submit PMRs online Electronic Service Request (ESR) tool IBM Assist On-site (AOS) Find answers content (document types), navigation, and search Stay current MySupport weekly updates, RSS feeds Educational and technical resources Support Technical Exchange webcasts developerworks IBM Education Assistant IBM Support Assistant Questions?

5 Wadia Sottoriva AP South Tivoli Support Manager

6 IBM Software Support Toolbar A lightweight, non intrusive, highly effective tool which will help you save valuable time with each use.

7 IBM Software Support Toolbar Quick, easy access to the most frequently used tools, sites, and resources Customization Options configure your Toolbar Behaviour Options and Button/Menu visibility E.g. Keep my search history and Select to Show Tivoli Button/ Tivoli Software Home menu item Search button - search support knowledgebase, Technotes and Downloads All Support button Software Support Home page IBM Registration links Electronic Service Request Tool (ESR) Send attachments ECuRep Passport Advantage Sites (PPA) More Support Resources Software Support lifecycle, Handbook Support tools Assist On-site, IBM Support Assistant(ISA), RSS Feeds and MySupport Brand buttons and menu items Tivoli Software Home page Support Home Browse Downloads Documentation developerworks OPAL- online catalogue Feedback option

8 Electronic Service Request (ESR) tool ibm.com/software/support Report and track problems you are having with your IBM product

9 Electronic Service Request Tool Options ESR online tool for Passport Advantage clients and their Business Partners(24x7) Request access with the Self-Nomination form (STCs/Authorised callers) Create personal preference profile including: - Product/component lists, contact information and notification preferences Open PMRs pre-populated with your profile entries (eliminates need for call center contact) - Describe software problems and environment in the problem submission form - Saves as draft or submit PMR to support queues Monitor/update existing problems - Search by PMR number or IBM Customer Number(ICN) to view a list of all Problem Management Records (PMRs) associated with customer numbers - Attach troubleshooting files to online PMRs ( zip multiple files into a single file) Run customized reports on PMRs Choose filtering options and download the information to spreadsheet format Note: z/os clients can open ETRs at:

10 STC Administration This view is available only to Site Technical Contacts

11 STC Administration Primary and Secondary STCs can take action on self-nominations

12 STC Administration Site Technical Contacts can access caller lists and can add new callers

13 IBM Assist On-site (AOS) Speed up problem determination, data collection, and ultimately PMR resolution. Secure remote control technology through Internet. With your permission, IBM Support can view or share keyboard/ mouse control of client s workstation Randomly generated 7-digit key to initiate encrypted session Communication is protected by 128-bit Advanced Encryption Standard (AES) encryption End to end data encryption/decryption- prevents intruder access to data in transit Data is only viewable via AOS software and cannot be viewed by IBM rep after session ends You always have overriding control of mouse/keyboard and can end the session at any time

14 IBM Assist On-site (AOS) System requirements: Internet direct connection and Web browser Client accepts terms and runs a small 500-kb plug-in via Internet browser Requires an outbound port at both ends of connection (without firewall reconfig. in most cases) Port 80 for http server, 443 for SSL, and 8200 for outbound relay server Runs on Windows platform but can support applications on other platforms, provided you have access to that system via that Windows machine e.g. through console, telnet or emulator ibmaos.exe will run in virtual memory on a Windows machine, customer does not need to uninstall it later.

Assist On-site console AOS Console Toolbar Access levels include Chat, Shared View or Shared control (mouse and keyboard) Collect system information Can open URL on

15 Assist On-site console AOS Console Toolbar Access levels include Chat, Shared View or Shared control (mouse and keyboard) Collect system information Can open URL on customers workstation FTP - Send files, Pull files Copy to/from clipboard Capture screen shot Open command prompt option to run commands, Telnet Drawing/Highlighting option

16 Assist On-site highlighting tools

17 RSS feeds (Really Simple Syndication) RSS is a quick, easy format for monitoring new content added to Web sites An RSS feed uses XML-formatted files to deliver content that you access with an RSS Reader Our RSS feeds provide the title of a new piece of content, such as a Technote, a description of the new content, and a link to the content Feeds are updated every four hours RSS help is available at: Click this RSS link on any page to view the latest content In-depth explanation of RSS, as well as links to RSS Reader downloads

18 IBM developerworks: In-depth technical information for developers and administrators New technology introductions Technical tutorials and training Downloads Communities and forums Events

19 Support Technical Exchange webcasts Complimentary Support Technical Exchange webcasts with technical information on a broad range of products and topics Several are scheduled each month, with replay information posted in a Technote and available soon after the live session Subject matter experts from Support, Development and Services deliver the webcasts Support Technical Exchange pages include information on previous and upcoming webcasts: Tivoli WebSphere

Tivoli Support Technical Exchange (WSTE) http://www.ibm.

20 Tivoli Support Technical Exchange (WSTE)

21 A-Z selector to find a product support page Finding IBM Software Web Support sites

Search up to five IBM Software Products http://ibm.

22 Search up to five IBM Software Products Search up to 5 software products

23 Search on Product Support Pages Uses implied AND between search terms Use capitalized OR and NOT to expand or restrict search Use wildcard ( * ) character for word variations Use the checkboxes to limit by document type Every product page has a search box for its own content

24 Self-help on Product Support Pages Monitor Flashes to avoid issues Search Technotes for answers to questions based on resolved PMRs Review APARs for discovered defects Download cumulative or interim fixes for immediate solutions to issues Information Center is the product documentation

MySupport access Complimentary subscription service with weekly e-mail updates for information for

25 MySupport access Complimentary subscription service with weekly updates for information for products of your choice Click MySupport on any Support page Enter your IBM ID and password at the sign-in prompt

26 Choosing products and document types Choose the correct category, choose document types and click Update to submit request for weekly e- mail Checkmark the products you want and click Add products

27 Retrieve only IBM support content Search is enabled through Google

Registering on IBM sites Register just once, using e-mail address for IBM ID Sign in using ID / password created on any IBM site Sign in to: - access the ESR tool for Passport Advantage clients -

28 Registering on IBM sites Register just once, using address for IBM ID Sign in using ID / password created on any IBM site Sign in to: - access the ESR tool for Passport Advantage clients - view entitled content - access MySupport for weekly updates Clients with existing ID that is not address format still use that ID Clients with a z/os contract can use their IBMLink ID/password

29 Feedback send us your comments Talk to us

30 Feedback form found on documents Document level feedback closed loop process

31 IBM Education Assistant Select product of interest and choose topic

32 Presentation Show Me Demo Tutorial

33 IBM Support Assistant (ISA) The IBM Support Assistant is a complimentary, local serviceability workbench that helps you answer questions and resolve problems with several IBM software products. Downloadable ISA and plug-in s Installs on your workstation Cross-brand plug-in s available Eclipse framework for flexibility and extensibility Provides access to support site content, ESR tool and IBM WebSphere DB2 Lotus Education Assistant modules through its own interface ISA replay presentation available through WSTE page Tivoli Rational

34 ISA Welcome page Concurrent search product support sites, developerworks, newsgroups, Google Product links find information on products from product support sites, developerworks and more Tools some products have an auto PD diagnostic tool to help you analyze and find problem resolution quickly Service lets you run the timesaving collector tool. Attach the output to a PMR you open through the ESR link in this same window Updater saves you time by displaying new plug-in s and tools that you can select to download Meeting customer needs with IBM Support Assistant -

35 IBM Software Online Resources IBM Product Support sites IBM Support Assistant Stay current Find answers Education Problem management Tools Search ESR Online tool IBM Assist On-site MySupport RSS feeds developerworks ISA Plug ins IBM Education Assistant Support Technical Exchanges ISA Update Manager ISA Data collector

36 Questions?

37 Back Up Charts

Steps to Access ESR Tool

Steps to Access ESR Tool 1. Register on the software support site (www.ibm.com/software/support) - Only register once - Use email address for IBM ID 2. Be added to an authorized caller list by a Site Technical