IBM's reasons for creating SR seem to be sensible. However, the majority of these reasons seem to be for IBM and not the customer. I think most users are probably not confused, because for they only need to use one interface (the one they know and love). They don't care about the other interfaces and they may not even know that there are 5 other interfaces. On the other hand, IBMers and business partners may be confused because one customer uses interface 1, another uses interface 2, etc.
Why would IBM customers what to change to an unknown completely different interface? They wouldn't, unless they got major benefits. 1. Is SR cheaper? 2. Is SR more reliable? 3. Is SR response time faster? 4. Do SR records get priority over non-SR records? 5. Is SR easier to use?. . . . Don Williams -----Original Message----- From: IBM Mainframe Discussion List [mailto:IBM-MAIN@bama.ua.edu] On Behalf Of Petersen, Jim Sent: Friday, March 11, 2011 4:10 PM To: IBM-MAIN@bama.ua.edu Subject: Re: IBM Service Request (SR) It is great that you want to do this but above all, it must look and feel like the old application it is replacing to all 6 of those old applications. Thus it must look and feel like ETR to us that use ETR to report problems. It must look and feel like the other 5 applications to those who used those applications. Maybe 1 application and 6 different templates which can be used to view the data. At any rate, I found SR much more cumbersome to use than ETR and until it looks and feels like ETR that will still be the case. ___________________________________________ Jim Petersen MVS – Lead Systems Engineer Home Depot Technology Center 1300 Park Center Drive, Austin, TX 78753 www.homedepot.com email:jim_peter...@homedepot.com 512-977-2615 direct 512-977-2930 fax 210-859-9887 cell phone -----Original Message----- From: IBM Mainframe Discussion List [mailto:IBM-MAIN@bama.ua.edu] On Behalf Of Christian Gilmore Sent: Friday, March 11, 2011 1:46 PM To: IBM-MAIN@bama.ua.edu Subject: IBM Service Request (SR) Hello, I am the Initiative Leader for IBM's Problem Reporting Infrastructure. Within that initiative is the effort to migrate ServiceLink customers from the ETR application to IBM Service Request (SR). Based in part upon the concerns raised on this mailing list, we have slowed the migration and are evaluating a new deadline. An announcement was recently made on ServiceLink to this effect. We are also evaluating what more we can do during this migration time frame to ease your transition. I wanted to provide some general background on IBM's rationale for this migration. When IBM started its transformation efforts, our customers had six different applications to use, depending upon how they purchased their products from IBM. Our goal is to provide a single service request management application that supports all of our customers through all of our lines of business. Our primary customer value objectives are to eliminate customer confusion over which web application to use, combine best of breed use cases to improve ease-of-use, and ultimately increase satisfaction with our Electronic Support offerings. The SR application provides some substantial enhancements over ETR, such as: File uploads – Attach multiple files to the service request in-line View/manage all service requests – Manage service requests regardless of channel of input or of open/closed status and access archived service requests up to one year Business partner integration – Collaborate on service requests with your IBM-authorized business partners Language options – Interact in multiple languages based upon browser setting Personalization options – Personalize many functions and displays Continuous availability – Access to three hosting centers, each with internal redundancy, operating at 150% capacity in normal operation I have linked my presentation to SHARE from this past August in Boston. Some of the screen shots may be a bit different than current production, so please excuse that minor differentiation. As always, if you have specific issues with using the SR application, you can submit an assistance request online or via e-mail. Also, we have recently published a Technical Note for common issues that ETR users have experienced. This note will be linked from ServiceLink within the next few business days. Thanks, Christian Christian Gilmore Distinguished IT Architect Problem Reporting Infrastructure Initiative Leader IBM Worldwide Technical Support Transformation The information in this Internet Email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this Email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this Email are subject to the terms and conditions expressed in any applicable governing The Home Depot terms of business or client engagement letter. 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