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

© Copyright IBM Corporation 2007

AP/AmericasApril 15-18, 2007 Anaheim, California

Teaming with GBS Practitioner Support Network and IBM SWG to help you achieve successful client engagementsTom RuizTechnical Alliance ManagerIBM Information Management [email protected]

ISS-220-G

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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

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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!

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IntroductionAchieving 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!

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© Copyright IBM Corporation 2007AP/AmericasApril 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 NetworkCommon Point of Contact

Technical Expertise& Support

Business Research &Information Support

Critical SituationManagement Support

Overview

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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 ExpertiseOverview

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• 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 ServicesServices

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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


SMEsSMEs

Practitioners

Practitioners Helping Themselves

Technical Expertise and IBM

Knowledge Bases

PSNGBS

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

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• 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 ExpertiseWhat’s New?

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• 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 ExpertiseWhat’s New? (continued)

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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

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PSN Technical ExpertiseAdvice & 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

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• 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 ExpertiseSupported Products

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SWG GBS Helpline


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%

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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

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• 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 HelplineOverview (continued)

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PSN Technical Expertise – SWG GBS Helpline


Technical Expertise Level 3 Support

Partners

Receives Request; Answers or Forwards

Works with Practitioner

Until Resolved

Assist as Needed


SMEsSMEs

Practitioners

Practitioners Helping Themselves

Technical Expertise and IBM

Knowledge Bases

PSNGBS

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

Emphasized more

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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

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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)

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SWG GBS HelplineIn 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

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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/RADMQ/WMB Portal/Lotus Multi-ProductsWPS Commerce DB2Other 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

37310

1023

2464

9611

27143

905

618100

119463

1062265

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 PRODUCTSTE VOLUMES: YTD - All SWG PRODUCTS

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SWG GBS HelplinePSN 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.”

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SWG GBS Helpline “Our Customers”

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• 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

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• 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 BuddyGBS Buddy

•Deep product expertise•Intellectual Capital•Knowledge Networks

• Client usage• Industry knowledge • Influencing selection of software

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• 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

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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

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• 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.

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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 6100Tieline: 542 6100

France: +33 1 4905 8529 Tieline: 338529Germany/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

[email protected]

More regions coming soon!

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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.

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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

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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

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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?

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Thank You!

HLVB?

Hasta La Vista Baby!

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

Education

technical research

technical databases

technical challenges

ibm swg

key technical sites

tough technical problems

ibm expert practitioner

copyright ibm corporation