05 Apr '12, 4pm

Inside the IBM support process. Nicely done Stephan.

No software runs flawless (even if the product is named after a fruit), so from time to time you need to interact with support. The entry point for IBM support is the IBM Support Portal or the support call center. Behind that front is quite a bit a process that is designed to be predictable, repeatable, measurable and ensure that customers get the right level of attention from the right level of expertise. Scribbled on a napkin it looks like this: (click on the image to get a bigger picture) So you are just 2 degrees away from core development. Level 1's responsibility is to ensure that as much evidence as possible gets provided. This is often the most time consuming task and would tie down product experts quite a bit. It is often a point of contempt since you are not talking to a product expert yet (ironics would say: nothing can be called a process if it isn't broken ")....

Full article: http://www.wissel.net/blog/d6plinks/SHWL-8T3K45?Open

Tweets

IBM Support nasıl çalışır? (via @notessensei)

wissel.net 05 Apr '12, 4pm

No software runs flawless (even if the product is named after a fruit), so from time to time you need to interact with sup...

Unitas Global deploys on Equinix to support global expansion | e27 by @Jackyyapp

Unitas Global deploys on Equinix to support glo...

e27.sg 06 Apr '12, 1am

Hello there! If you are new here, you might want to subscribe to the RSS feed for updates on this topic. Powered by WP Gre...

Insulation and barriers on inside of a dbl bric...

greenbuildingadvisor.com 05 Apr '12, 3pm

I am in Toronto Canada doing reno work and have stripped the walls in a few rooms down to the (double layer) brick wall. I...

Peek inside Karl Lagerfeld’s apartment

Peek inside Karl Lagerfeld’s apartment

luxuo.com 05 Apr '12, 4pm

After previously guest-editing publications including French dailies Libération and Metro , Chanel creative director Karl ...

An SEO’s Guide to SEO Audits Part 1: The Pre-Audit Preparation Process What to Charge & What to Do

An SEO’s Guide to SEO Audits Part 1: The Pre-Au...

searchenginejournal.com 04 Apr '12, 6pm

The process for conducting a thorough SEO audit will be a little different for everyone. Even if two SEOs followed the exa...

@aljazfajmut please see this page on how to get...

watir.com 17 Apr '12, 10pm

, Google custom search engine that searches Watir web sites, wiki, bug tracker, source and all Watir related mailing lists...

Netronome to use Intel 22-nm process in foundry...

eetimes.com 05 Apr '12, 12pm

LONDON – Fabless network processor company Netronome Systems Inc. (Santa Clara, Calif.) has announced that its next genera...

IBM rolls integrated data center system - EE Times

IBM rolls integrated data center system - EE Times

eetimes.com 11 Apr '12, 6am

SAN JOSE, Calif. – IBM announced PureSystem, the next major generation of its blade server design that packs servers, stor...

Behind The Scenes: Barista On Duty Coffee Testing Process

Behind The Scenes: Barista On Duty Coffee Testi...

dailyshotofcoffee.com 05 Apr '12, 2pm

For most roasters, the test is done by a small team of quality control employees that do regular coffee cuppings as they’r...

Solar ETFs Breaking Support: Filed under: Energy News

Solar ETFs Breaking Support: Filed under: Energ...

altenergystocks.com 05 Apr '12, 6pm

There is very interesting price-action in the Market Vectors Solar Energy ETF (KWT ) in the last trading day. We can see t...