Pp employee learnnig initiative-iss-220-g tle 2007

© 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
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
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
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
© 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
AP/Americas
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
AP/Americas
• 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
AP/Americas
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
AP/Americas
• 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.
What’s New?

10
AP/Americas
• 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
What’s New? (continued)

11
AP/Americas
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
AP/Americas
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
AP/Americas
• 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
Supported Products

14
AP/Americas
SWG GBS Helpline
PSN
Technical
Expertise
142% net ROI includes SWG GBS
Helpline’s strong contribution
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
AP/Americas
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
AP/Americas
• 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
AP/Americas
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
AP/Americas
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
AP/Americas
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
AP/Americas
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
AP/Americas
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
AP/Americas
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
AP/Americas
SWG GBS Helpline “Our Customers”

24
AP/Americas
• 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
AP/Americas
• 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
AP/Americas
• 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
AP/Americas
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
AP/Americas
• 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
AP/Americas
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
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
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
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
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
AP/Americas
April 15-18, 2007
Anaheim, California
Thank You!
HLVB?
Hasta La Vista Baby!

Pp employee learnnig initiative-iss-220-g tle 2007

Recommandé

Recommandé

Contenu connexe

Tendances

Tendances (19)

Similaire à Pp employee learnnig initiative-iss-220-g tle 2007

Similaire à Pp employee learnnig initiative-iss-220-g tle 2007 (20)

Plus de SivaprasanthRentala1975

Plus de SivaprasanthRentala1975 (20)

Dernier

Dernier (20)

Pp employee learnnig initiative-iss-220-g tle 2007

Notes de l'éditeur