IBM Security Systems Customer Orientation

Transcription

1 IBM Security Systems IBM Security Systems Customer Orientation IBM Passport Advantage Online Overview; Electronic Support Tools; Licensing References Sept. 10, 2014 Please dial in to this event by phone: Toll-free number (866) Toll number (210) Passcode: १ २०१२ IBM Corporation २०१३ IBM Corporation

2 IBM Security Systems IBM Passport Advantage Online Overview Kristen MacEachern Passport Advantage Consultant 2

3 What is Passport Advantage Online? A secure, password protected web application that enables authorized users to manage virtually all aspects of their software buying and product download experience On-demand access to tools, information, and products whenever you need it, all in one location Benefits: Download product upgrades Manage account and contact information Generate reports Purchase new licenses View quotes, order status, Proofs-of-Entitlement and much more

4 How to get access? Go to Passport Advantage Online and choose Passport Advantage Online tab and then For customers to register: ibm.com/software/passportadvantage

5 Registering for access to PAO Unlimited number of users can have their own user IDs and passwords to access the tool The Primary Contact for your organization must be the first to register and is required to grant access to other users Up to four users can have Secondary Contact access, allowing them to grant access to additional users

6 Passport Advantage Online Homepage

7 PA Online Navigation Allows you to obtain software and product upgrades that are covered under Software Subscription and Support Allows you to purchase new licenses and renew your existing Software Subscription and Support and Fixed Term licenses Allows you to generate reports of your account activity; these reports may be viewed online and/or downloaded Allows you to view your Proof of Entitlement ( PoE ) the document in which IBM specifies an eligible product s level of authorized use Allows you to manage the sites access. Contact update/manage Access/Register for additional customer site.

8 Software download & media access Customers will need to accept the IBM Terms & Conditions before downloading any software

9 Software download & media access (Download Finder)

10 Software download & media access (Set My Preferences) enotification We let you know as soon as product upgrades are ready by sending you an notice No calendar-checking required, no missed windows of opportunity to find out about upgrades All you have to do is check your or simply access Passport Advantage Online

11 Purchase & Renewal

12 Reporting

13 Entitlements

14 Account Management

15 Account Management Contact Update

16 Account Management Manage Access 1) Manage access for existing users or delete existing users 2) Process self-nomination requests 3) Add new users directly 4) Run user reports

17 Account Management Manage Access (change/add/delete users)

18 Account Management Manage Access (change/add/delete users)

19 Account Management Manage Access (reporting) Open the search function by selecting the +

20 Account Management Manage Access (reporting) Site specific report available showing user s access levels Search by: Name Role (User, Primary, Secondary) Access privilege (download, media access) Or all if needed

21 Account Management Manage Access (reporting) Link allows you to download your full user list for the site

22 Account Management Manage Access (reporting) Example of a User List Report exported to Microsoft Excel

23 Types of Contacts Primary Contact The Primary Contact is responsible for requesting and authorizing account information changes, Web and tool access, and other related activities. Initially, ONLY the Primary Contact can give access to other users, including approving users who selfnominate, but the Primary Contact can create Secondary Contacts who may also perform such authorizations. Secondary Contact Secondary contacts can grant user access to this tool. There can be up to 4 secondary contacts per Site.

24 Types of Contacts The Administration / Proof of Entitlement Contact Site's designated contact for all administrative documents including Software Subscription and Support Renewal notices and Proofs of Entitlement. Site Technical Contact The Site Technical Contact is responsible for overall support compliance for your Passport Advantage Site. Also known as the Primary Site Technical Contact [PSTC], your Site Technical Contact maintains authorizations for support-related Web and tool access.

25 ecustomer Care Contact ecustomer Care for any PAO support issues Contact Information: Phone: (800) Online:

26 Helpful Links Customer PA Online Site: PA Online Customer Videos: Brochures and quick guides: Need Assistance: ecustomer Care Team Support Portal

27 IBM Security Systems IBM Electronic Support Tools for Security Systems Kate Smith IBM Security Systems Support Social Media Program Manager 27

28 IBM Security Systems Overview What is IBM Electronic Support? Getting started with IBM Electronic Support Important IBM Tools that should be shared IBM Support Portal Service Request My Notifications Fix Central Social Programs Additional Tools / Resources Best Practices Q&A 28

29 IBM Security Systems What is IBM Electronic Support? A portfolio of tools and resources to keep your systems, software, and applications running smoothly. IBM electronic support can help you: Prevent problems Find information Download fixes and updates Troubleshoot problems Work with IBM Support Learn more about your products For more information about all of IBM's Electronic Support sites and tools, visit: 29

30 IBM Security Systems Getting started with IBM Electronic Support Must have an IBM ID Register on ibm.com (See the Register button near the upper right corner of page) or SR sign in (Click Register Now) Only register once for multiple esupport tools (MyNotifications, Support Portal, Fix Central) Recommendation: Use address for IBM ID 30

31 IBM Security Systems IBM Support Portal The IBM Support Portal is a unified, customizable view of all technical support tools and information for all IBM systems, software, and services. Two-time winner of the ASP Best Web Support Sites award! Benefits: Access technical resources for all IBM products in one place Customize the view to your personal preference Personalize the Support Portal to see what you want and how you want it Access all support tools and resources related to your IBM products Demo Video:

32 IBM Security Systems Product pages Product pages contain the following features: Select Language Product lookup Search support and downloads Common Support links Downloads Product support content Tools and resources Featured links 32

33 IBM Security Systems IBM Service Requests (SR) This site allows you to work with all aspects of your IBM Software product service requests. Benefits: Efficient support call routing for software questions. Features: Open, edit and track problem reports online Update your profile to personalize Attach files to service requests Create, view and update service requests in your preferred language Provide access to your IBM Business Partner 33

34 IBM Security Systems Access from the Support Portal Once signed in, Service Request Home page is displayed. 34

35 IBM Security Systems Initial Access Request 35 Complete the four My agreements steps for SR access for the specified IBM Customer Number.

36 IBM Security Systems Open a New Service Request Streamline the process of opening new service requests by creating a Preferred product/component list. 36

37 IBM Security Systems Open a New Service Request (continued) Add sufficient details in these fields about the issue 37

38 IBM Security Systems Open a New Service Request (Problem Description) Select the severity, update business impact, attach log, trace, dump files to assist with troubleshooting 38

39 IBM Security Systems IBM My Notifications With My Notifications you can receive daily or weekly announcements through , custom Web pages and RSS feeds. These customizable communications can contain important news, new or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts) and downloads & drivers. Benefits Subscribe to stay informed about the products you or your clients use 39 Create multiple subscriptions as needed (one for each client) View notifications on the IBM Support Portal Choose how and when to receive notifications Easily create & manage your IBM product notifications Customize the delivery of your notifications Create subscriptions & customer web folders Select OS and category documents you need

40 IBM Security Systems IBM Fix Central Fix Central provides fixes and updates for your system's software, hardware, and operating system. Benefits: Product-specific download search engine The only place to obtain IBM fixes & downloads 40

41 IBM Security Systems Online Support Communities -- Forums & communities page Access Forums and Communities 41

42 IBM Security Systems Best Practices Make sure the person who actually is engaging with IBM Support knows the following: The correct IBM Customer Number (ICN) How to set up an IBM ID and how to connect with ICN - How to access and customize the IBM Support Portal Always Sign In this is the best way to save your Portal settings! How to submit a PMR in Service Request How to employ the tools found in the IBM Support Portal Support Search Fix Central My Notifications RFE Community Social Business resources Goal: Easy transition into IBM Support when needed. Result: Your teams are much more efficient not bogged down with break-fix issues! 42

43 IBM Security Systems Remember to visit our IBM Electronic Support Information Site For complete information about all of IBM's Electronic Support sites and tools, please visit: Tools organized by task Latest videos now hosted on ibm.com Daily social business content Follow Security Support on 43

44 IBM Security Systems Licensing References Michele Sullivan IBM Security Systems Sales Specialist 44

45 Security Systems Licensing Product AppScan Licensing Reference Rational License Key Center Link ort/licensing/ Licensing Technical Support Americas: The best way to receive help with licensing and the Rational EMEA: License Key Center is to send an with "LICENSING" AP: in the subject line to the support team in your region. Infrastructure QRadar Rational License Key Center - Frequently Asked Questions (FAQ) This document contains questions and answers about licensing and the Rational License Key Center. ftp://ftp.software.ibm.com/software/rational /web/lkc/faq_english.pdf IBM Security License Key and Download Center (Licenses, product downloads, and updates) IBM Security License Key and Download Center (LKC) Frequently Asked Questions (FAQ) This document contains questions and answers about licensing and the LKC. Login to the LKC at: Choose the links under Getting help. Complete the License key Request form and submit to Q1 Labs Order Documents License Key Request Forms must be filled out and sent to this link within 30 days of order date or there is a risk of the customer's Activation Keys expiring and shutting their system down. Q1 Labs Order Documents

46 IBM Security Systems Questions? 46