Usage and Benefits of IBM SR Tool

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Usage and Benefits of IBM SR Tool

  1. 1. ©2014 IBM Corporation IBM Service Request (SR) Niraj V Jani March 27, 2014
  2. 2. © 2014 IBM Corporation 2 Agenda Benefits of using the IBM Service Request (SR) tool Defining and changing user access levels Accessing SR Registration Opening a new service request Navigating through SR features Search for service requests STC responsibilities Managing your Profile Managing access level How to locate Help Customer quotes References
  3. 3. © 2014 IBM Corporation 3 Benefits of using the SR tool Faster creation of service requests – the SR tool allows you to maintain a user profile that simplifies and shortens the service request creation process. Your profile will include: ◦ Contact information (email, work and/or mobile phone numbers) ◦ Preferred method of contact (telephone, email or via the SR tool) ◦ A customized list of products you normally support Better problem descriptions – You'll enter detailed problem descriptions using your own words, ensuring that IBM's technical support representatives are able to quickly begin resolving your problem or question. Shorter communication path to the experts – Attach all relevant documentation (logs, configuration and other diagnostic files) when you create the service request – done in one step, saving you time and ensuring IBM specialists have the information they need. Real time support request management – Online access to your service requests means you can view updates made by IBM, provide updates and responses when required and access easy-to-use self- assist resources. Easier collaboration on service requests across your department or company (or backing up a colleague) – with secure and fully authorized access to SR you'll be able to view and/or update all of your site's service requests online. Useful reports – SR has comprehensive reporting capabilities. Sort and filter your report to your liking and even download it to a spreadsheet to allow further customization.
  4. 4. © 2014 IBM Corporation 4 Defining user access levels Primary Site Technical Contact (PSTC) – responsible for adding, updating and removing authorised users. STC is defined through the Passport Advantage contract. (AVP excluded) Administrator – same ability as the STC but cannot alter the STC. There are 9 Administrators permitted for each contract. (AVP excluded) Full – ability to create, view and update all service requests against an ICN Basic – ability to create, view and update only the service requests you created against an ICN
  5. 5. © 2014 IBM Corporation 5 Accessing SR from support.ibm.com ibm.com *First log in with your IBM ID or register Next select “Service requests and PMRs” to access SR from the Support Portal
  6. 6. © 2014 IBM Corporation 6 Registration
  7. 7. © 2014 IBM Corporation 7 Registration Click the “Send verification email” button
  8. 8. © 2014 IBM Corporation 8 Registration
  9. 9. © 2014 IBM Corporation 9 Registration Enter Registration code and click Submit to complete the registration process The ability to resend the verification email
  10. 10. © 2014 IBM Corporation 10 Registration
  11. 11. © 2014 IBM Corporation 11 Registration
  12. 12. © 2014 IBM Corporation 12 Registration
  13. 13. © 2014 IBM Corporation 13 SR Home Page
  14. 14. © 2014 IBM Corporation 14 Open a new service request Waiting on screen shot Waiting on screen shot Streamline the process of product selection by creating a Preferred product/componen t list Begin your product/component search by entering a keyword. SR will filter your return with only entitled products SR will assist with warning indicators for items that are unentitled
  15. 15. © 2014 IBM Corporation 15 Open a new service request View severity description Information about the service request
  16. 16. © 2014 IBM Corporation 16 Open a new service request System down checkbox to indicate impact to IBM Attach diagnostic files, logs and traces to assist with troubleshooting Draft SR will appear on your home page for five days
  17. 17. © 2014 IBM Corporation 17 Open a new service request Manage your contact information for the SR Complete the SR create process and send request to IBM by clicking Create Request
  18. 18. © 2014 IBM Corporation 18 Open a new service request Hot link to return back to the service request
  19. 19. © 2014 IBM Corporation 19 Search for Service Requests Include archived service requests in filter (1 yr closed) Search and access service requests that you or others in your organization have submitted
  20. 20. © 2014 IBM Corporation 20 User Administration - Update Existing Users Control Access Level Control Status (active & terminated)Filter by first name, last name, or status
  21. 21. © 2014 IBM Corporation 21 User Administration - Add a New User Enter the new user's IBM ID, select an Access Level, add to all ICNs or select a specific ICN
  22. 22. © 2014 IBM Corporation 22 User Administration - Copy Users Drop down to select the two ICNs Reverse your target and source selection
  23. 23. © 2014 IBM Corporation 23 User Administration - Auto Approval Add additional domains for auto- approval Ability to “block” specific email address from benefiting from auto-approval Turn Domains on and off as needed
  24. 24. © 2014 IBM Corporation 24 User Administration - New Request Request will need to be approved or denied Requested access level will display, but you will have the ability to upgrade or downgrade
  25. 25. © 2014 IBM Corporation 25 My Profile - Contact Information Important changes made in My Profile will flow and update to the IBM entitlement systems
  26. 26. © 2014 IBM Corporation 26 My Profile – Notification Preferences Select the language you wish to receive notifications
  27. 27. © 2014 IBM Corporation 27 My Profile – Notification Preferences Manage when you would like to receive notifications based on service request severity Check email notification box to receive notifications by both email and and My Messages
  28. 28. © 2014 IBM Corporation 28 My Profile - Display Select an ICN to appear preselected on the search drop downs and as a default to create a service request against
  29. 29. © 2014 IBM Corporation 29 My Profile – Preferred Products Remove items from your Preferred Product list.
  30. 30. © 2014 IBM Corporation 30 My Messages View and delete your notifications. SR will automatically delete after 30 days
  31. 31. © 2014 IBM Corporation 31 My Agreements – Support Registrations Request basic caller access by entering ICN and country/region Pending approvals require approval from STC/Administrator.
  32. 32. © 2014 IBM Corporation 32 How to locate Help Service Request Assistance – FAQs When logged into SR, click the “Help” link in left navigator Outside of SR tool: http://www.ibm.com/support/servicerequest/help/srHelp.action SR Help Desk: send an email to srhelp@us.ibm.com AVP customer can also contact their account managers (AVL) to submit a request on their behalf through Support System Request DB SSR IP Address 9.32.140.98
  33. 33. © 2014 IBM Corporation 33 Customer quotes “Easy to submit problems and questions.” “Has the ability to view PMR status and archived history, this is important!” “A key feature is allowing other members to add my name for notifications on a specific PMR.” “Like the alerts that show a PMR is waiting on an action from our side.” “Allowing users to register and have immediate access to create PMR, rather than remaining in hold status for the STC action.” “Site is simple to navigate and use which removes any need to call in for support.”
  34. 34. © 2014 IBM Corporation 34 References SR Quick Start Guide (A short checklist to assist with initial IBM Service Request setup) http://www.ibm.com/software/support/servicerequest/quick_start.html Accessing Service Request From the IBM Home Page http://www.ibm.com From the IBM Support Portal http://www.ibm.com/supportportal SR Help: Within the SR site - click “Help” in the left navigator to see: SR Help Desk link Login or password assistance link Outside the SR Site - send an email: SR Help desk: srhelpdesk@us.ibm.com Login or password assistance: https://www.ibm.com/account/profile/us?page=reghelpdesk Service Request Assistance https://www.ibm.com/support/servicerequest/help/srHelp.action You Tube Video (“IBM Service Request streamlined problem submission process”) http://www.youtube.com/watch?v=ekDYA9y8PK0&list=UUqaYCdZwPqkU05X-xUiG7lw&index=7&feature=plcp Learn about all of our electronic support offerings: http://www.ibm.com/support/electronicsupport/ Information on IBM Software Support: http://www.ibm.com/support/handbook
  35. 35. © 2014 IBM Corporation 35 Questions?
  36. 36. © 2014 IBM Corporation 36 Legal Disclaimer © IBM Corporation 2013. All Rights Reserved. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this publication to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. IBM, Lotus, Lotus Notes, Notes, and Domino are trademarks of International Business Machines Corporation in the United States, other countries, or both. Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. All references to renovations.com refer to a fictitious company and are used for illustration purposes only.

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