Support site boosted to meet

By Sarah Kimmel
Monday, April 7, 2003

      Responding to the frustrations of iSeries customers, Big Blue has added new features to its iSeries Support Web site that are targeted at simplifying the process of getting support.

      “Previously, customers had to go all over the IBM site to get the information they needed — from the iSeries Information Center, to the Support site, to the Redbooks site. We wanted to simplify this process,” says Paula Fulton, iSeries support site architect, IBM, Rochester, MN.

      The answer to the problem is an enhanced search capability that allows customers to narrow or widen their search by specifying up to eight areas of the IBM Web site, such as APARS, Redbooks, Software Knowledge Base, PTF Letters, and Preventative Service Planning.

Support puts increased focus on hardware needs

      Knowing that finding hardware help in the Information Center can prove to be a challenge, the Support site team created a Hardware Support section. “We realized that our Support site was very software-centric, so we created a few different things to help customers with their hardware problems,” says Fulton.

      The first topic area is “Planning for hardware”. Under this umbrella is information on subjects such as power ratings, space planning, comparing hardware characteristics and upgrade paths, and estimating your existing workload.

      The second topic area is “Installing and administering your system”. Under this umbrella is information on subjects such as installing hardware features, Operations Console, using the control panel, high availability, and clustering.

      “We talked to the team in the Support Center about which areas customers were calling in about and which areas are hard to find with the Information Center’s search capability. We are trying to give customers access to the Information Center from a different angle,” says Fulton.

      At the bottom of the Hardware Support page, there are also guides and links to help customers diagnose a system problem. In the event that your iSeries is not running, there are also instructions on how to find the machine type and serial number prior to calling the Support Center.

Site defines SRC codes

      Customers now have the ability to locate a System Reference Code (SRC) on the fly. The enhanced Support site now offers a page dedicated to SRCs. The page includes steps to locate SRC information, view SRC ranges, and search the iSeries technical database.

      “For the most part, you will have to call into Support for help, but at least you will have an idea what the problem is that you are calling in about,” says Fulton.

      The iSeries Support team will continue to enhance their Web site, specifically customers’ access to the vast amount of information available across the entire IBM site. “We are trying to improve the Search so that accesses information provided by other groups within IBM, such as Software Group,” says Fulton.

      These enhancements are in response to customer suggestions. The iSeries Support team encourages customers to submit their comments through the Web Assistance/Feedback link on the iSeries Support site. Shops can find the iSeries Support site at www.ibm.com/eserver/iseries/support.

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Categories: IBM Support | Hardware