IBMLink Replacement of ETR with IBM Service Request (SR)

IBMLink Replacement of ETR with

IBM Service Request (SR)

Christian Gilmore – STSM, Chief Architect for IBM Electronic Support

08 August 2011

2 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Agenda

■

IBM Electronic Support Overview

■

IBM Web Problem Reporting Strategy

■

IBM Web Problem Reporting Landscape

■

IBM Service Request (SR) Key Features

■

IBM Service Request (SR) Walk-Through

■

Key ETR Migration Concerns

■

Live Demonstration and Q&A

■

Further Information

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3 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Electronic Support Overview

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IBM

Support

Portal

My Notifications

Client

Technical

Content

Delivery

IBM

Client/Partner

Community

Call Home technology

IBM Service

Request (SR)

Problem

Records

●

Over 28M visits per year

●

100% availability requirement

●

Worldwide, 9 languages

●

Covers all IBM products

Chat & Remote

Assistance

Customer Asset Management (CAM)

Support Portal AdvisorSupport Portal Advisor

4 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Strategy

■

IBM has embarked upon an initiative to dramatically improve our problem

reporting infrastructure

■

In the web space, our goal is to provide a single service request

management application that supports all of our customers through all of

our lines of business

■

Customer Value Objectives

–

Eliminate customer confusion over which web application to use

–

Combine best of breed use cases to improve ease-of-use

–

Increase satisfaction

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5 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Landscape (circa 2007)

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SSR

WSR

ESR

ESC+

ETR

PLM

Electronic Service Request

Software Service Request

Web Service Request

Electronic Service Call

Electronic Technical

Response

Product Lifecycle

Management

6 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Landscape

IBM Presentation Template Full Version

SSR

WSR

ESR

ESC+

ETR

PLM

If I purchased as a stand-alone

product, I use ESR.

I have a problem with WebSphere.

Where do I go for online support?

7 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Landscape

IBM Presentation Template Full Version

SSR

WSR

ESR

ESC+

ETR

PLM

If I purchased bundled with System p,

I use SSR.

I have a problem with WebSphere.

Where do I go for online support?

8 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Landscape

IBM Presentation Template Full Version

SSR

WSR

ESR

ESC+

ETR

PLM

If I purchased bundled with System z,

I use ETR.

I have a problem with WebSphere.

Where do I go for online support?

9 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Landscape

IBM Presentation Template Full Version

ETR

PLM

ESC+

IBM Service Request

With SR Release 1 in 2009, tool

choice simplification began.

10 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Landscape

IBM Presentation Template Full Version

ESC+

IBM Service Request

With SR Release 2 in 2011, tool

choice simplification continues.

11 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Web Problem Reporting Landscape

IBM Presentation Template Full Version

IBM Service Request

With SR Release 3 in 2013, tool

choice simplification completes.

12 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Service Request (SR) Key Features

■

File uploads – The ability to attach multiple files to the service request in-

line

■

View/manage all service requests – Service requests can be managed

regardless of channel of input or of open/closed status; service requests

archived up to one year are also available

■

Business partner integration – Collaborate on service requests with your

IBM-authorized business partners

■

Language options – Support for multiple languages based upon browser

setting

■

Personalization options – Many functions can now be personalized

■

Continuous availability – Hosted in three centers, each with internal

redundancy, operating at 150% capacity

IBM Presentation Template Full Version

13 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

IBM Service Request (SR) Walk-Through

■

Sign On & Home page

■

Reporting a problem

■

Searching for and updating service requests with SR

■

Managing service request ownership with SR

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14 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Sign On with SR

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■

Access ETR via www.ibm.com/ibmlink

■

Once signed on, the ServiceLink homepage, which now has a link to IBM

Service Request (SR), renders.

Contact SR assistance

directly from ServiceLink

as needed.

SR link will replace ETR

link in main body when

migration period has

completed.

15 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

SR Home Page

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Begins the work flow

to open a service

request.

Saved service requests

that have not yet been

submitted.

Read and responsibility icons

show if a service request is

unread and if the user needs

to take action.

Blue dot / bold = unread

no icon/ not bold = read

Exclamation / bold = user

action/unread

Exclamation / no bold = user

action/read

Find a specific service

request or search by a

keywords.

Advanced search

provides additional

parameters for a search.

Quick access to saved

searches. Searches can

span multiple customer

numbers.

Your open requests

managed through

SR.

One-click print and

e-mail functions are

available.

16 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem today

IBM Presentation Template Full Version

■

Choose either “Report a defect” or “Ask a question”

■

Report a defect

–

Submit component ID or proceed through product tree to select

product

–

Validate personal information

–

Describe problem and provide additional information

■

Ask a question

–

Proceed through product tree to select product

–

Validate personal information

–

Ask question

17 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – preferred product option

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The first tab shows a list of

preferred products and

components, allowing

quick access to commonly

used selections.

Products shown in bold & gray,

with associated components

indented below each product.

18 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – entitled product option

IBM Presentation Template Full Version

The second tab allows a

search for products and

components for that are

entitled to support.

Product names, component

names, and identifiers can be

entered here...

Both product and

component results appear

here.

19 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – entitled product option

IBM Presentation Template Full Version

Type keyword...

10 products are found

with WebSphere Portal

in their descriptions.

27 components contain

WebSphere Portal in

their descriptions.

20 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – entitled component ID option

IBM Presentation Template Full Version

Alternately, enter a

component ID.

The resulting component

description and releases

are shown here.

21 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – entitled component option

IBM Presentation Template Full Version

Type keyword with optional

wildcards...

6 components are found.

Arrow determines

which panel is

expanded.

22 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – entitled component option

IBM Presentation Template Full Version

Select one component

option.

Choose product related

to selected component.

Continue once selections

are made.

Optionally, save as a

preferred product selection.

23 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – agreement selection

IBM Presentation Template Full Version

Prior selections are noted and

linked for alteration in this box.

Select customer number /

agreement type that most

appropriate to your

service request.

24 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – personal information validation

IBM Presentation Template Full Version

Contact methods are primarily

driven from the support

offering applicable to the

selected product.

Personal contact

information is available for

validation and alteration.

Additional contacts can

be added to the

notification list.

Progress can be saved as

a draft for later retrieval.

25 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – problem description

IBM Presentation Template Full Version

SR title and problem description.

Is the system down?

Prior selections are

noted and linked for

alteration in this box.

Quickly edit the

preferred contact

method.

Is this a defect or a

question? Is premium

response requested?

Describe the impact this

problem is having to your

business.

Optionally, include

a business partner

in managing this

service request.

26 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – problem description

IBM Presentation Template Full Version

Some products

require that

additional

information be

provided.

Attach one or

more files.

Optionally, apply a local

tag or ID to this service

request.

27 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – problem description

IBM Presentation Template Full Version

Some products

require that

additional

information be

provided.

Additional information is

filled into the pop-up

window.

28 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Reporting a problem with SR – submission result

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Service request number

provided upon submission.

29 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Searching for service requests with SR – advanced search

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Select one, many,

or all customer

numbers

Date-based

filters

Status-based filters

Severity filter

30 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Searching for service requests with SR – search results

IBM Presentation Template Full Version

Previously saved

searches are

available

Change criteria and

search again

Save the current search.

Active and archived search

results are shown here in

separate tabs.

31 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Searching for service requests with SR – result customization

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32 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Updating service requests with SR

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33 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Managing service request ownership with SR

■

The user that creates a service request is the owner by default.

■

A user cannot give ownership of a service request to another user; a user

can only take ownership.

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34 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Managing service request ownership with SR

IBM Presentation Template Full Version

The contact information

cannot be updated since the

current user is not the owner

of this service request.

The user can take ownership

here.

35 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Key ETR Migration Concerns

■

“My” service requests

–

The method used by ETR is deprecated and nontransferable

–

Create or update a PMR within SR to associate to you

■

PMR abstracts / titles

–

ETR places this information into an internal only field

–

One-time process developed to migrate active PMR abstracts

–

Update a PMR within SR to add or alter the title

■

Product/component selection

■

“RESP” field migrated to an exclamation point in PMR search result table

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36 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Live Demonstration and Q&A

IBM Presentation Template Full Version

37 Session 9520 - IBMLink Replacement of ETR with IBM Service Request (SR)

Further Information

■

IBM Service Request (SR)

https://www.ibm.com/support/servicerequest/

■

SR Web Assistance

https://www-946.ibm.com/support/servicerequest/help/srHelp.action

■

SR Support Team

https://www-304.ibm.com/software/entitlement/CustAssist?topic=sr

srhel[email protected]m.com

■

ETR Migration Technical Note

https://www-304.ibm.com/support/docview.wss?uid=swg21469299

IBM Presentation Template Full Version