© Copyright IBM
Corporation 2007
AP/Americas
April 15-18, 2007
Anaheim, California
Teaming with GBS Practitioner
Support N...
2
AP/Americas
April 15-18, 2007
Anaheim, California
Session Objectives
By the end of this session,
you will be able to:
 ...
3
AP/Americas
April 15-18, 2007
Anaheim, California
Agenda
 Introduction / Discussion
 PSN Overview
 PSN Technical Expe...
4
AP/Americas
April 15-18, 2007
Anaheim, California
Introduction
Achieving successful client engagement is the
primary dri...
5
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
Practitioner Support Network (PSN)
• ...
6
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
PSN Technical Expertise is for GBS pr...
7
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• Ask an Expert
• Live 1-on-1 consult...
8
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
PSN Technical Expertise
Technical
Exp...
9
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• New and expanded services we added ...
10
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• Planned for 2007:
• Launch in Asia...
11
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
PSN Technical Expertise
GBS organiza...
12
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
PSN Technical Expertise
Advice & Cou...
13
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• PSN Technical Expertise coverage i...
14
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline
PSN
Technical
Exper...
15
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline
Overview
• Successf...
16
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• Launched in September 2005 by Busi...
17
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
PSN Technical Expertise – SWG GBS He...
18
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline
• Collaboration bet...
19
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline
• SWG GBS Helpline ...
20
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline
In the Works
• SWG ...
21
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline
2006 Year End Stati...
22
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline
PSN Technical Exper...
23
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
SWG GBS Helpline “Our Customers”
24
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• Promotes collaboration across the ...
25
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• Answer questions on IM software
pr...
26
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• IM Technical Buddies currently ass...
27
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
Today, the Information Management te...
28
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
• Consult Assist pilot targeted for ...
29
© Copyright IBM Corporation 2007
AP/Americas
April 15-18, 2007 Anaheim, California
PSN Technical Expertise
How to Conta...
30
AP/Americas
April 15-18, 2007
Anaheim, California
Conclusion
In 2006, PSN “Ask an Expert” responded to over 5800
practi...
31
AP/Americas
April 15-18, 2007
Anaheim, California
Review of Objectives
Now that you’ve completed this session,
you are ...
32
AP/Americas
April 15-18, 2007
Anaheim, California
Pass it on!
 Register now on the PSN Technical Expertise web site
 ...
33
AP/Americas
April 15-18, 2007
Anaheim, California
Wrapping it Up …
A special thanks for content contributions to:
Lisa...
34
AP/Americas
April 15-18, 2007
Anaheim, California
Thank You!
HLVB?
Hasta La Vista Baby!
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  • The objectives of this session will familiarize yourself with IBM Practitioner Support Network. You will also see that their success is depended upon effective collaboration with key groups including IBM Software Group. You will be able to explain how this effective collaboration works. The final objective of the session is for you and your team members to engage PSN when needed. This is to help you achieve client success.
  • Open with the session describing to the audience if anyone is handy. Has anyone every changed the min-blinds in a house. Share a story regarding an experience where the wrong too was used. For example, you had a flat screwdriver instead of a Phillips and ended up messing up the screw head. Then you had to use some pliers that didn’t fit, and you ended up pulling out the screw with a hammer’s claw along with most of the sheetrock! What was the result? The job was twice as long, frustrating, messy, and an overall bad experience. When it comes to client engagements, leveraging effective tools for you can make the difference. PSN can be your trusted Phillips screwdriver!
  • The Practitioner Support Network
    provides key services through a common point of contact to drive Delivery Excellence
    Is the integration of the former Knowledge Point (now Business Research and Information Support); AMS’s PSN (now Technical Expertise and Support); and Critical Situation Support.
    Is the single point-of-contact for finding assets, experts, information and analyst reports, business research, project delivery issue resolution, and technical expertise and software integration support
    Practitioner Support Network Mission:
    To improve the performance of our GBS executives/partners and consultants as they sell and deliver services effectively to our clients by:
    being a single point of access to expertise, knowledge, and technical communities, to empower practitioners as they solve project problems
    providing them with a timely business research & information service
    leveraging the skills of scarce experts for application development and maintenance
    assisting them with finding assets, external analysts and guidance with learning and methods tools and connecting with the right expert in IBM Research
    supporting delivery excellence by closing gaps in technical expertise, information, learning, and collaboration
    proactively mitigating anticipated projected and actual project client delivery issues
  • Technical Expertise & Support, a part of the Practitioner Support Network, is a trusted technical resource for GBS Americas and EMEA practitioners with expansion to Asia Pacific in 2006
    Technical Expertise’s mission is based on the fact that, in a services business, nothing good happens until the practitioner is capable of performing work for the client
    Technical Expertise & Support provides:
     
    A world-class network of no-charge technical practitioner support for application development and maintenance, by dramatically leveraging the skills of scarce experts
    A single point of access to expertise, knowledge, and technical communities, to empower practitioners as they solve project problems
    Support for delivery excellence by closing gaps in technical expertise, information, learning, and collaboration
    Proactive mitigation of projected and actual practitioner issues
  • Three services provide assistance from SMEs or self-service resources:
  • PSN Technical Expertise SMEs use problem and knowledge management processes to resolve requests and re-use learning in GBS
    1. Requests routed to appropriate SME
    2. SMEs collaborate with practitioners to answer questions/resolve issue
    3. If needed SMEs access various support partners to resolve toughest questions:
    (e.g. SWG GBS Helpline, Rational Customer Support)
    New!!: SMEs can also access SOA Requirements Hub and assist practitioners in authoring and submitting SOA RFEs
    4. Closed loop process: SMEs review closed requests for knowledge harvesting, learning, and consider inclusion in Technical Answer database or for use in
  • NOTE: I need to confirm what we are able to publicize for 2007 plans
  • NOTE: I need to confirm what we are able to publicize for 2007 plans
  • Slides 8, 9 & 10 can be removed or moved to appendix depending on your focus and how deeply you want to dive into scope
  • SMEs provide advice and counsel for “design” and “build” topics, from proposal development through the entire project lifecycle
  • PSN Technical Expertise provides full coverage of SWG product technologies. They also handle other DBMS, Portal, Open Source, and development tool partner products. Further information can be found at the website above.
  • PSN Technical Expertise program results in 2006 …
  • Started as a WebSphere initiative to support our GBS colleagues such as BPTSE supports our business partners. Moved quickly from WebSphere specific to cross-brand initiative.
    Taking a proactive approach to skills enablement for the PSN TE SMEs . Keeping SMEs in the loop on all direct communications with FPs. Including PSN TE in Tivoli enablement plans for 2007. Working to capture intellectual capital for reuse.
    SWG GBS Helpline has access to SWG experts that possess deep technical skills for challenging issues.
    PSN TE SMEs to better help themselves
  • Repeat business: many PSN TE SMEs utilize the Helpline time and time again. Helpline is proving to be a reliable channel of support to our PSN TE partners. We are building and maintaining a valuable relationship that helps drives successful engagements.
  • Here is where we pull out where SWG GBS Helpline lives within the PSN TE
  • SWG GBS Helpline has been in existence since September of 2005. We are proud of our collaboration and our success. What originally started as a WebSphere initiative has grown into a total SWG cross-brand initiative. In 2006, the 4 remaining brands came on board.
    SWG GBS Helpline maintains one interface for the PSN TE SMEs access to all 5 brands. Quick, easy, and efficient. We also have reporting capabilities that are helpful in picking out trends in the data.
    Helpline is seeing increased activity around the SOA portfolio, particularly in the WebSphere Message Broker, Process Server, and Modeler products. We believe this to be a trend in the data showing the movement from the model phase of the IBM SOA foundation of projects into the deploy phase. We anticipate to see an increase in WebSphere Business Monitor and various Tivoli products (Composite Application Manager, Tivoli Identity Manager, Tivoli Access Manager) as projects move from deploy phase to manage phase.
  • Stats on how we are building a stronger PSN
    SWG GBS Investment continues to support GBS
  • Plans are in place for PSN TE AP launch in 2nd quarter this year. SWG GBS Helpline will continue to support PSN TE in the GEO. Helpline supports EMEA now. We are seeing a gradual increase in the EMEA numbers as the word gets out.
    Quarterly updates will be sent out. Additionally, informational SWG GBS Helpline webpage in the works
    Currently working with LIC to expand skills available through SWG GBS Helpline. Preliminary discussions complete and process being put in place. LIC is a pre-sales worldwide pre-sales technical support and integrated-solution team. The Linux Integration Center is dedicated to helping the IBM sales team bring a new set of customers into the world of IBM software on Linux. The LIC is ready to assist GBS and we will be announcing a launch date soon
    Initial discussions taking place with the ESAB Steering Committee. ESAB are senior architects/managers responsible for guiding System z Software across AIM and SWG. We are investigating if there is a need here
    Strides are being taken to capture IC and reuse it where appropriate. AIM IC Repository pitch is planned with the WebSphere WCC team and SWG GBS Helpline issues are currently captured in a Notes database. We are working on reusing this information in the IC repository and the Answers database available via the PSN TE website.
  • Stats - pretty self explainatory
  • Just a sampling of feedback. We are saving our GBS FPs time in the field and they are appreciative of the help.
  • Customer’s helped
  • PSN established an ESEP buddy program that Information Management built the DB2 technical buddy program … which is now the Information Management (IM) technical buddy program. Learn about the IM Technical Buddy Program. Please also note that there is a poster board session in this program.
  • The IM technical buddy program promotes a mutually beneficial relationship between the IM Technical Buddy and the GBS Buddy. There is an exchange of expertise and experiences. Both parties benefit from the experience.
  • This program is in it’s third year and has produced wonderful results. The program provides an informal network to PSN SMEs, an opportunity to work with GBS I/T technical leaders, and drive IM product skills through training. The program today supports about 50 GBS buddies world-wide with PSN as active participants.
  • Although we have shared much measured success working with PSN. The IM technical community continues to receive informal request from the field on client engagements. Many of these requests can be better served thru PSN Technical Expert Services. With the a new project in 2007, IM Consult Assist, PSN SME’s have the ability to broker an IM consultant for advisory purposes. The primary focus for IMCA will be for review and/or discussion requests. This is a proactive program for the field expert practitioner.
  • The target for the program includes a pilot for 3Q07 expanding to project status in 4Q07 pending feedback from user’s of the program. The bulk of PSN requests today for IM fall in the data services and business intelligence area today … the program will be initially limited to that area.
  • Hot to Contact PSN Technical Expertise … by phone or web. Web is the preferred method for contact.
  • Pp employee learnnig initiative-iss-220-g tle 2007

    1. 1. © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California Teaming with GBS Practitioner Support Network and IBM SWG to help you achieve successful client engagements Tom Ruiz Technical Alliance Manager IBM Information Management Software truiz@us.ibm.com ISS-220-G
    2. 2. 2 AP/Americas April 15-18, 2007 Anaheim, California Session Objectives By the end of this session, you will be able to:  Describe IBM Practitioner Support Network (PSN)  Explain how does PSN Technical Expertise collaborates with IBM Software Group (SWG)  Advise your team members how to engage PSN Technical Expertise to help you with your client
    3. 3. 3 AP/Americas April 15-18, 2007 Anaheim, California Agenda  Introduction / Discussion  PSN Overview  PSN Technical Expertise Drill Down  SWG GBS Helpline  Information Management Technical Buddy Program  Information Management Consultant Assist  How to contact PSN Technical Expertise  Conclusion / Review Objectives / Pass It On!
    4. 4. 4 AP/Americas April 15-18, 2007 Anaheim, California Introduction Achieving successful client engagement is the primary driver of every IBM expert practitioner. Designing and architecting client solutions are important, but also implementing the technology to make these solutions “Come to Life” for clients is critical. As an expert field practitioner, you need to be leveraging every tool in your tool belt to build a successful client engagement. PSN Technical Expertise can be your trusted Phillips screwdriver!
    5. 5. 5 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California Practitioner Support Network (PSN) • Review of analyst opinions and marketplace best practices to make informed decisions and provide reliable advice • Assistance with business development/proposal efforts through research of internal and external information sources • Quick access to engagement work products, methods, project delivery tools, training and thought leadership • One-on-one Subject Matter Expert support providing innovative solutions to IBM software product integration issues, technical challenges and design questions • Self-Service access to hand-selected technical databases and resources as well as answers to common practitioner questions already resolved by Technical Expertise • On-demand help with delivery issues using critical situation management to coordinate and lead problem resolution • Proactive help for engagement teams with the right information, people and executive involvement to promptly resolve delivery Practitioner Support Network Common Point of Contact Technical Expertise & Support Business Research & Information Support Critical Situation Management Support Overview
    6. 6. 6 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California PSN Technical Expertise is for GBS practitioners and provides: • No-charge expertise, information, and advice and counsel • Primarily for solution delivery, with growing demand for solution design support • Primarily custom application development and systems integration • Enterprise, application, business intelligence architecture and design • Cross-life cycle assistance for selected IBM and third party products • Does not take the place of existing business processes or organizations • Single-point access to technical expertise and knowledge • Senior technical advisors to assist and resolve a wide range of technical requests • Insights, work products, and advice and counsel from other projects • Internal access to IBM software & hardware support (ability to open service tickets) • Self-service access to already-solved issues, key technical sites and TeamRooms • Preemptive mitigation of projected and actual issues PSN Technical Expertise Overview
    7. 7. 7 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • Ask an Expert • Live 1-on-1 consultation to solve tough technical problems, support technical research, provide advice and counsel, conduct peer reviews, and assist in architecture and design • Technical Search • Web access to over 150 hand-picked IBM sources, included internal- only IBM sites & databases not found by w3.ibm.com search • Technical Answers • Recent answers to common problems faced by other practitioners and already solved for you PSN Technical Expertise Services Services
    8. 8. 8 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California PSN Technical Expertise Technical Expertise Level 1 Technical Expertise Level 3 Support Partners Receives Request; Answers or Forwards Works with Practitioner Until Resolved Assist as Needed Technical Expertise Level 2 SMEs SMEs Practitioners Practitioners Helping Themselves Technical Expertise and IBM Knowledge Bases PSN GBS SWG Technical AnswersTechnical Answers Technical SearchTechnical Search Web Call Centers Software Group •SWG Services & Product Teams •SWG GBS Helpline GBS Learning & Knowledge •Business Research & Information Support How it Works
    9. 9. 9 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • New and expanded services we added in 2006 include the following: • Rational Support: Expanded our Rational Support in collaboration with GSRAP. Read more. • Tivoli: Added support for Tivoli, through partnership with SWG GBS Helpline. Read more • Information on Demand: Launched support for Information on Demand (IOD). Read more. • SOA Requirements/Requests for Enhancement: Partnered with the SOA Requirements Hub to provide a venue for practitioners to submit SOA Requests for Enhancement. Read more. • SCORE: In August, we began accepting requests related to IBM's Solution for Compliance in a Regulated Environment (SCORE). Read more. PSN Technical Expertise What’s New?
    10. 10. 10 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • Planned for 2007: • Launch in Asia Pacific, beginning with Japan launch on Feb 26, 2007 • Launch support for India Global Distribution Center • Continue expansion of Rational support around the world • Continue targeted support of key GBS initiatives PSN Technical Expertise What’s New? (continued)
    11. 11. 11 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California PSN Technical Expertise GBS organizations dedicate SMEs for key technical topics • Application Development Application architecture, object and component technologies and methods, web services, PanDOORA, WAS, AD Tools, wireless applications, selected open source products and more • AS Tools Application Services (AS) strategic and tactical tools, management processes and support, and more • Architecture Reference architectures, patterns for e-Business, SOA/ web services, SOMA, IBM Global Services Method, IT industry architecture best practices and more • Business Intelligence Methodology, architectures, IBM DB2 & major competitive data products; advice and delivery consulting for data modeling, presentation, integration, warehouses, reporting and more • Enterprise Integration Architecture and methods guidance, IBM MQSeries, WebSphere Business Integration, Process Server, related IBM and competitive products, Information on Demand and more • Portals Content & eCommerce Architecture, design, delivery for IBM and competitor solutions: WebSphere Portal, WebSphere Commerce, Documentum, Interwoven, SAP Portal, Lotus Domino • Rational GBS Rational Solutions for ClearCase, ClearQuest, RPM; Rational AD tools; access to Rational Customer Support (RCS); click here for latest announcement • SOA Architecture, design, and solution development, best practices for SOA/web services and more • SCORE Life Sciences document mgt. compliance solution
    12. 12. 12 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California PSN Technical Expertise Advice & Counsel Topics • Reference Architecture • Application Domains • Call Center • CRM • Online Buying • Other • SCM Thin Client • Assets • Technique Paper • Work Products • Information • Contacts • Engagements • Technical • Web Services • BI Reference Architecture • e-business Patterns • Application Topology • Business Patterns • Guidelines • Product Mapping • Runtime Topology • e-Marketplaces • Buy Side • Integration • Partner Enablement • Platforms • Private Exchange • Procurement • Public Exchange • Ref Implement • SCM • Sell Side • General Application Design • Business Intelligence • Information Presentation • Data Modeling • Data Integration (ETL) • Analytic Techniques • Information Integrity • Metadata • BI Methods • Content Management • Technical intellectual capital • Industry Related • Engagement Model • Portal • Technical intellectual capital • Industry Related • Engagement Model
    13. 13. 13 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • PSN Technical Expertise coverage includes: • SWG products • DBMS, Portal, Open Source, and other third party products • Plus related underlying products and standards • PSN Technical Expertise support is frequently expanding; See our website for current scope: http://ebusiness10.sby.ibm.com/psn/SupportingOrgs.jsp PSN Technical Expertise Supported Products
    14. 14. 14 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline PSN Technical Expertise 142% net ROI includes SWG GBS Helpline’s strong contribution PSN Technical Expertise Cost / Payback Summary 2006 Results TE Total Costs $5,149,138 Total TE Estimated Savings Plus Qualitative Benefits Below $12,494,025 Ask an Expert estimated productivity savings $9,096,966 Survey feedback 777 surveys, 1,716 days saved Extrapolated days saved 10,896 days saved Technical Searches estimated productivity savings $3,397,059 Survey feedback 312 surveys, 162 days saved Extrapolated days saved 3,591 extrapolated days Net Estimated Return on Investment $7,344,887 142% Qualitative Benefits from Survey Feedback 2006 Results Practitioner satisfaction with TE 99.4% TE helped practitioner improve customer satisfaction 62% TE helped reduce impact to project and reduce troubled projects 92% TE helped to make the practitioner more self-sufficient; Learn to resolve similar problems 84%
    15. 15. 15 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline Overview • Successful collaboration between SWG and GBS • Enables and assists Practitioner Support Network Technical Expertise Subject Matter Experts • Brings deep cross-brand SWG technical skills closer to GBS field practitioners • Help build a stronger Practitioner Support Network Technical Expertise
    16. 16. 16 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • Launched in September 2005 by Business Partner Technical Strategy and Enablement and Practitioner Support Network Technical Expertise & Support • Investment by Software Group: • Provide one interface and seamless access to SWG experts • Provide timely access to cross-brand technical experts within SWG • Build confidence within GBS; lead with SWG products • Form a trusted relationship with GBS practitioners • Execute transference of knowledge from SWG to GBS • Establish a proactive approach focusing on skills enablement for Subject Matter Experts within PSN/TE organization SWG GBS Helpline Overview (continued)
    17. 17. 17 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California PSN Technical Expertise – SWG GBS Helpline Technical Expertise Level 1 Technical Expertise Level 3 Support Partners Receives Request; Answers or Forwards Works with Practitioner Until Resolved Assist as Needed Technical Expertise Level 2 SMEs SMEs Practitioners Practitioners Helping Themselves Technical Expertise and IBM Knowledge Bases PSN GBS SWG Technical AnswersTechnical Answers Technical SearchTechnical Search Web Call Centers Software Group •SWG Services & Product Teams GBS Learning & Knowledge •Business Research & Information Support How it Works SWG GBS Helpline more
    18. 18. 18 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline • Collaboration between PSN Technical Expertise and SWG GBS Helpline • March 2007 marks one and a half years of successful collaboration! • Expanded WebSphere initiative to include IM, Rational, Lotus, and Tivoli in 2006 • One-stop shop for cross-brand assistance with one interface for submitting requests • Witnessing increased activity around SOA portfolio; WebSphere Business Modeler, WebSphere Process Server, and WebSphere Message Broker • Trends show activity extended from model phase into the deploy phase • Anticipate to see increase in WebSphere Business Monitor Points of Interest
    19. 19. 19 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline • SWG GBS Helpline solves 10% of the tough issues seen in GBS, contributing to overall PSN Technical Expertise value • 82% of practitioners used their new-found experience to help resolve similar situations in the field • 56% helped improve customer satisfaction • 89% of the requests contributed significant impact to the practitioner’s project • SWG’s investment to GBS • Building a trusted relationship through this collaboration that works! • SWG GBS Helpline is working to understand GBS pain points around our SWG products and providing input into software development • Bringing deep technical expertise closer to our GBS colleagues in the field Points of Interest (continued)
    20. 20. 20 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline In the Works • SWG GBS Helpline supporting PSN TE expansion • EMEA support launched December, 2005 • Currently building process with Linux Integration Center (LIC) to support SWG GBS Helpline participation • Start discussions with ESAB Steering Committee; responsible for guiding System z software across AIM and SWG • Targeted collaboration communications in the GEOs planned to promote our free service available to GBS field practitioners looking for deep technical assistance • Developing SWG GBS Helpline/PSN TE collaboration success stories to better help us promote our business • SWG GBS Helpline poster session at WebSphere Technical Conference at the end of April • Intellectual capital reuse; AIM IC Repository and PSN/TE Answers Technical Database
    21. 21. 21 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline 2006 Year End Statistics YTD Total Helpline Requests Received by Product 21% 27% 3% 12% 6% 4% 14% 6% 0% 1% 6% WAS WBI WSAD/RAD MQ/WMB Portal/Lotus Multi-Products WPS Commerce DB2 Other RSA -Total request received inception through December 2006: 612 -Jan-Dec 2006 total requests received: 473 -Only 4% (27 total) of total WebSphere requests have resulted in defects -Product feature requests have resulted in 2% (13 total) of total WebSphere requests -GBS Helpline received 25% of EMEA WebSphere requests; 9% of total EMEA requests received by PSN/TE - Since inception through end of 2006, GBS Helpline saved GBS an estimated 1550 days of GBS practitioner time in the field for a conservative estimated savings of approximately $1.3M 373 10 102 3 246 4 96 11 271 43 90 5 618 100 1194 63 1062 265 877 108 0 200 400 600 800 1000 1200 Other Testing Sales Support and Project Planning Performance Tuning Connectivity and Integration Education Admin,Management, and Operation Solution Architecture and Design Application Development Installation and Config HELPLINE VOLUMES: INCEPTION TO DATE - All SWG PRODUCTS TE VOLUMES: YTD - All SWG PRODUCTS
    22. 22. 22 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline PSN Technical Expertise Feedback "It was good to have a path to the software group for detailed questions.” “I have been working with this product for 7 years and I know it inside and out. I was working on this issue for 2 days before contacting the PSN. It turns out there was a change in the behavior of the latest version of the product. Without the PSN, I never would have gotten this resolved, and the answer I received was exact, detailed, timely, and exactly what we needed. Thank you PSN !!!” “I am happy that I got instant response from IBM expert. This saved me a lot time. Thank you very much for your support.”
    23. 23. 23 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California SWG GBS Helpline “Our Customers”
    24. 24. 24 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • Promotes collaboration across the IBM Global Business Services (GBS) technical community leaders and Information Management brand experts. • Provides a IM Technical Buddy contact for named IBM GBS technical leader building requiring deep IM brand technical skills • Covers DB2 and other Information Management technology areas including: Content and Discovery services, Business Intelligence, and Master Data Management services. • Technical relationship to share intellectual capital, best practices and IBM IM product expertise • Act as an initial point of contact and introduction to IM technical knowledge networks, skill communities, and deep technical resources Information Management (IM) Technical Buddy Program About the Program
    25. 25. 25 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • Answer questions on IM software product strategy and positioning • Assist with understanding architectural and deployment Best Practices • Assistance with Technical Support – point to right sources or contacts • Advocate to grow the technical community network • Support partnership for deep technical enablement • Competency leader within own service area or regional team • Provide project experience based feedback to SW Buddy • Advocate to grow the technical community network • Support partnership for deep technical enablement PSN / SWG / IM Collaboration A Mutually Beneficial Relationship IM Technical Buddy GBS Buddy •Deep product expertise •Intellectual Capital •Knowledge Networks • Client usage • Industry knowledge • Influencing selection of software
    26. 26. 26 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • IM Technical Buddies currently assigned within the IBM Practitioner Support Network (PSN) group Subject Matter Experts (SMEs) • IM Technical Buddies also assigned world wide including existing relationships with I/T Architects, Consultants, and Specialists • GBS buddies participate @ IM technical workshops and events. • 20+ IM technical buddies cover over 50+ GBS expert practitioners “ This relationship is important because it creates a viable and formal channel for enablement for the issues and requests our team cannot handle. Everyone learns! The client wins! IBM wins!” Larry Rozman, TES/PSN Support Leader IM Technical Buddy Program Program in Action
    27. 27. 27 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California Today, the Information Management technical community receives many informal assist requests via IM, email, or phone calls from GBS expert practitioners. Many of these requests can be better served by PSN Technical Expert Services. With proactive Information Management Consult Assist, PSN SMEs can broker an IM consultant for reviews or discussion. Program extension to PSN Ask the Expert! Review requests for architecture designs, project playbooks, porting assessments, and/or technical proposals. Discussion requests on new product features / packaging, sizing, porting, and technical approaches. Information Management Consult Assist (Later in 2007!) Background
    28. 28. 28 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California • Consult Assist pilot targeted for beginning of 3Q07 • Consult Assist project targeted for 4Q07 • Initial program restricted to Information Management Data Services Segment featuring Database servers (DB2 and IDS) and Business Intelligence (DWE) • GBS Expert Practitioners engage PSN Technical Expertise services with a Consult Assist request. • Define a review and/or discussion request providing documentation • PSN SMEs will broker a request to the Information Management program manager to secure a IM consultant via service request. • PSN SME advised of assigned IM consultant and will engage the practitioner directly. • IM consultant availablity based on current workload assigned. • All Consult Assist requests are remote and are not client facing. Information Management Consult Assist (Later in 2007!) About the Program Proactive program to assist the practitioner in developing quality technical assets and/or providing trusted IM advise for client engagements.
    29. 29. 29 © Copyright IBM Corporation 2007 AP/Americas April 15-18, 2007 Anaheim, California PSN Technical Expertise How to Contact Practitioners Technical Expertise & Support Home Page http://w3.e-solutions.ibm.com/psn/psn Technical Search Practitioner Request Site: “Ask an Expert” http://w3.e- solutions.ibm.com/psn/AskanExpert http://w3.e-solutions.ibm.com/psn/SelfService Technical Answers http://w3.e-solutions.ibm.com/psn/FAQ AMERICAS IOTs NORTHEAST / SOUTHWEST ASIA PACIFIC +1 888 705 4321 +1 972 280 6100 Tieline: 542 6100 France: +33 1 4905 8529 Tieline: 338529 Germany/CEMAAS: +49 211 476 2345 SPGIT/Italy: + 34 91 397 77 10 Benelux: +31 20 513 5666 • Nordic: +45 28 80 73 81 UKISA: +44 207 021 8888 Tieline: 438888 Japan: +81 3 6250 6969 psnjapan@jp.ibm.com More regions coming soon!
    30. 30. 30 AP/Americas April 15-18, 2007 Anaheim, California Conclusion In 2006, PSN “Ask an Expert” responded to over 5800 practitioner requests with a 99.4% satisfaction rating among users. Practitioners using “Technical Search” self- service reported saving more than one day for every use of this service averaging 1.08 days per solution found. How was PSN able to deliver outstanding responses to practitioner requests? Answer: They collaborated with other IBM teams and partners to improve. The PSN/SWG partnership demonstrates innovation thru collaboration. Bottom line … leveraging PSN saves time, contains project budget, and promotes client satisfaction during your engagement.
    31. 31. 31 AP/Americas April 15-18, 2007 Anaheim, California Review of Objectives Now that you’ve completed this session, you are able to:  Describe IBM GBS Practitioner Support Network (PSN)  Explain how PSN collaborates with IBM Software Group (SWG)  Advise team members how to engage PSN to help you with your client
    32. 32. 32 AP/Americas April 15-18, 2007 Anaheim, California Pass it on!  Register now on the PSN Technical Expertise web site  And encourage others to do the same by clicking the “Tell a Friend” button on the PSN home page.  Publicize Technical Expertise at leadership and staff meetings  Schedule a customized overview presentation for your project team or practice  Contact: Becky Young (Training & Communications Team Lead) LN email: Rebecca Young/Boulder/IBM Phone: 877-207-8805  Contact and collaborate with Technical Expertise in advance when you propose or start challenging technology projects
    33. 33. 33 AP/Americas April 15-18, 2007 Anaheim, California Wrapping it Up … A special thanks for content contributions to: Lisa Acevedo (PSN Communications Specialist) Larry Rozman (PSN AS Global Technical Expertise Leader) Mindy Kubis (SWG GBS Helpline Program Manager) Did you check out? Poster Session IM Technical Buddy Program Showcase Practitioner Support Network - Expert assistance when you need it Questions or comments from the peanut gallery?
    34. 34. 34 AP/Americas April 15-18, 2007 Anaheim, California Thank You! HLVB? Hasta La Vista Baby!
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