1. Tivoli WW Client Support © 2008 IBM Corporation Support Transition Overview – New users of Online support Client Self-Assist (CSA) IBM Software Group Sept - 2008 Larry Bietz – eSupport and Knowledge program manager

2. SWG Global e-business Transformation Page 2 Agenda  Client Self-Assist – IBM Online support – All software products across IBM are in this model  Key tools available today  Detail for ESR/SR (Electronic Service Request)

3. SWG Global e-business Transformation Page 3 Self-Assist Support….providing 24x7 access to information ibm.com/software/support/supportresources.html  Support Homepage / Self Assist resources  Toolbar  IBM Support Assistant (ISA)  IBM Education Assistant (IEA)  Fix Central (FC)  Communities  (forums, wikis, blogs, RSS, OpenMics, webcasts)  Electronic Service Request (ESR)  Assist on Site (AOS) CSA Tools help Clients Find answers, resolve problems, and stay connected…

4. SWG Global e-business Transformation Page 4 IBM Software Support Homepage Support Page ibm.com/software/support/ 1.Select Brand and Product 2.Search (all indexed content) 3.Most requested links 4.Task based navigator  Quick links to product maintenance downloads, planning, install and usage 1 2 3 4

5. SWG Global e-business Transformation Page 5 IBM Software Support Toolbar  Software Support Toolbar Quick access to Cross brand support links ibm.com/software/support/toolbar

6. SWG Global e-business Transformation Page 6 Self-Assist Resources - links to tools/demos ibm.com/software/support/supportresources.html

7. SWG Global e-business Transformation Page 7 IBM Support Assistant (ISA)  IBM Support Assistant (ISA) – Federated search – PD tools and best practices – Automated data collectors – Guided activities – Electronic problem submission ibm.com/software/support/isabm.com/software/support/isa

8. SWG Global e-business Transformation Page 8 IBM Education Assistant (IEA)  IBM Education Assistant (IEA) – Multimedia educational modules – Grow skills – Avoid problems ibm.com/software/info/education/assistant

9. SWG Global e-business Transformation Page 9 Fix Central (FC)  Looking forward and to the future… – Fix Central (FC)  Find and download fixes ibm.com/eserver/support/fixes/fixce ntral?select0=2

10. SWG Global e-business Transformation Page 10 Communities – a Tivoli example Forums, Wikis, Blogs, Rss Feeds  developerWorks ibm.com/developerworks/tivoli/support ibm.com/developerworks/tivoli/support  Technical Exchange Webcast ibm.com/software/sysmgmt/products/s upport/supp_tech_exch.html ibm.com/software/sysmgmt/products/s upport/supp_tech_exch.html  Tivoli Support page ibm.com/software/tivoli/support ibm.com/software/tivoli/support

11. SWG Global e-business Transformation Page 11 Electronic Service Request (ESR/SR)  Electronic Service Request (ESRSR) – Report and track problems electronically – Attach environment and troubleshooting files with PMR ibm.com/software/support/probsub.html

12. SWG Global e-business Transformation Page 12 Electronic Service Request (ESR/SR)  Service Request – New user first attempt  User prompted to register as an SR user  Request is routed to the customer number registered PSTC – Primary Site Technical Contact ibm.com/software/support/probsub.html

13. SWG Global e-business Transformation Page 13 Electronic Service Request (ESR/SR) – Add a contact  Service Request – Site Technical Contact  PSTC and SSTC can add or remove authorized callers from ESR/SR ( Primary Site Technical contact. Secondary STC)  STC’s process self nominations or can add a user, if they have registered on IBM.com  Users can have READ only access or READ/WRITE access to problems  Users are authorized by customer number and for all products in that apply to that customer number ibm.com/software/support/probsub.html

14. SWG Global e-business Transformation Page 14 Electronic Service Request (ESR/SR) New request or select recent service request  Service Request – Single page for either creating a new Service Request or working with a recent Service Request  Three options offered by this page – Open a new service request – Select an existing service request form the list or view all my service requests – Last option is to enter a known service request using the request number or search by a specific customer number  Service Requests opened by voice, do not show up in SR by default. You would need to search for them and display them in SR once. Once that is done, going forward they will show up in your SR cache, since you have now added them to the list by this process and displaying them ibm.com/software/support/probsub.html

15. SWG Global e-business Transformation Page 15 Electronic Service Request (ESR/SR) – Opening a Problem  Service Request – Submit a problem  Fields and click buttons for all quick summary detail  Selection for severity  Business impact field  Operating system where the failure is occurring  Short description  Any recent changes  Actions taken to resolve  Details on inputs if it applies  Page also provides a place to include an attachment – Best practices: provide all content in a zip file – Logs, and other diagnostic material recommended from the product support page for the type of failure – Best idea! Have a complete text file of all system environment details. Zip this in the submission as well

16. SWG Global e-business Transformation Page 16 Electronic Service Request (ESR/SR) – Profile Options  Service Request – Profile options include – Primary and Alternate phone number – Timezone – Preferred contact method – Options for electronic notification for IBM problem updates – Your country of operations – Preferred product/Component list

17. SWG Global e-business Transformation Page 17 Electronic Service Request (ESR/SR) – Search Results reporting options  Service Request – Search results – Displayed when you view all my service requests – Provides a complete listing of all problems accesses through SR – You can search the contents – The output can be saved to a CSV or excel file – The columns in this report can be simply customized for sort changes, visibility, and order of listing – Provides the ability for quick summary tracking of all open problems

18. SWG Global e-business Transformation Page 18 IBM Assist On-site (AOS)  Assist On-site (AOS) – Browser based remote control technology – Allows IBM Support to view/share keyboard/mouse control – Speeds resolution ibm.com/software/support/assistonsite

19. SWG Global e-business Transformation Page 19 IBM Software Support – Assistance and Information Always just a click away!  Tivoli Support site assistance – Site Tours – How do I? – ESR/SR Overview – ESR/SR Accessing – FAQ’s – Contact Us  Also additional assistance links always available at the bottom of the support pages. Customer Support Handbook URL

20. SWG Global e-business Transformation Page 20 IBM Software Support handbook Link located in Support tools at the bottom of the overview support page  Software Support handbook – Completely reformatted and updated – Provides details on service process, contact points, online support features, asking for IBM management involvement, available service options, etc. – Software support lifecycle policy Customer Support Handbook URL

21. SWG Global e-business Transformation Page 21 Summary IBM is working to provide assistance you can independently access to meet many of your support needs Visit the support resources website and explore the many benefits of CSA… another way IBM is providing you the Support you need when you need it! ibm.com/software/support/supportresources.html