================================================================ by maclaren1

VIEWS: 14 PAGES: 10

									=========================================================================

Welcome to the June 2003 edition of Tivoli User Group (TUG) e-news.

TUG e-news has been designed with you in mind – informing you of news and information that’s
directly related to the benefits of your TUG membership. It gives you the opportunity to read
about topics that have been discussed in other TUGs throughout EMEA, broadening your
awareness and ability to share information with other TUG members EMEA-wide.

June’s topics:

*A TUG NEAR YOU

* TUG MEETINGS – WHAT’S EVERYONE ELSE UP TO?
Netherlands, France, Germany, Belgium/Luxembourg, Finland, Sweden, Denmark and UK

* GET THE MOST OUT OF YOUR TIVOLI PRODUCTS - Support Technical Exchange

* KEEP ON TOP OF TRAINING

* IBM.COM SUPPORT SITE – UPDATE

* TIVOLI ON DEMAND TOUR – UPDATE

* WHO CAN I ESCALATE MY SUPPORT QUERIES TO?


==============================================

*A TUG NEAR YOU


The EMEA TUG meetings are still going strong. See below for a TUG near you:

Remaining 2003 meetings:

Sweden – October
Denmark – October
Finland – 31 October, 1 November
Norway – tbc

UK – 13 November
Netherlands – 9 October
Ireland (NEW) – 27 June
South Africa (NEW) - October (tbc)

Germany – 18/19 September, 4/5 December

France – 20 June, 19 September, 28 November
Belgium – 24 October

Italy – September (tbc)
Spain – September (tbc)
==============================================


*TUG MEETINGS – WHAT’S EVERYONE ELSE UP TO?

In recent feedback, you mentioned that you’d find it useful to know what subjects are covered in
other EMEA TUG meetings. This article offers you a brief update on what your comrades are up
to.

Thank you to all of you who contributed to make these latest EMEA TUG meetings a success.


NETHERLANDS – 23 JANUARY, 15 MAY
-----------------------------------------------------------

FORMAT:                         One-day meeting
LOCATION:                       IBM Amsterdam (Sloten)
ATTENDEES:                      45 and 56

SPEAKERS

Mick Symonds                    Solutions Architect, Global Managed Operations, Atos Origin
Paul Oor                        ICT Project Manager/Consultant Devoteam Mainland (Netherlands)
Simon Bes                       TSM Specialist, TreeData (Netherlands)
Justin Churcher                 ESP Manager EMEA, IBM Tivoli (UK)
Bob Evans                       EMEA Support Director, IBM Tivoli (UK)
Tony Thuy                       UG Relations Manager/Resolution Manager, IBM Tivoli (UK)
Ian Ormiston                    Product Planning, IBM Tivoli (UK)
Theo Winkelmann                 Tivoli IT Specialist, IBM Tivoli (US)
Mike Hau                        Global Response Team, IBM Tivoli (UK)

TOPICS

*Early Support Program (ESP)
*Tivoli Support & Services Organisation Update
*TSM & Roadstor
*GTUG Council Update
*Support Technical Exchange

WORKSHOPS

* Data Warehouse
* TEC

CUSTOMER EXPERIENCE PRESENTATIONS

* Services architecture: how to apply architectural techniques to the delivery of services (Atos
Origin)
* How mature is Tivoli Service Level Advisor? (Devoteam)

PLUS

* GTUG Council update
* Dutch TUG Enhancement Requests review initiative
* Tivoli User Group Support Program Update
* Support Technical Exchange Program


FRANCE - 31 JANUARY, 28 MAY
------------------------------------------------

FORMAT:                         One day
LOCATION:                       IBM Lotus (Paris), PSA (Paris)
ATTENDEES:                      18 and 20

SPEAKERS

Véronique Kaçar                 SE, IBM Tivoli (France)
Daniel Givaudan                 Services, IBM Tivoli (France)

TOPICS

* Tivoli Identity Manager
* IBM Tivoli Monitoring
* Tivoli Data Warehouse
* IBM Tivoli Business Systems Manager
* IBM Tivoli License Manager
* Resource Models
* Tivoli User Administration Migration
* Implementing TBSM

WORKSHOPS

* Tivoli User Administration Migration

CUSTOMER EXPERIENCE PRESENTATIONS:

*Airbus


GERMANY – 6/7 MARCH, 5/6 JUNE
--------------------------------------------------------

FORMAT:                         Two-day meeting, including workshops
LOCATION:                       IBM (Koblenz), OSS (Luebeck)
ATTENDEES:                      42 and 45

SPEAKERS

Elise Kushner                   Consultant, Act-Online (Germany)
Jörg Schellenberger             Consultant, ComConsult (Germany)
Peter Spung                     Director, P&A Products, IBM Tivoli (US)
Larry Bietz                     IBM.com Program Manager, IBM Tivoli (US)
Dexter Henderson                Executive EMEA S&S, IBM Tivoli (UK)
Rosario Gangemi                 Product Manager, IBM Tivoli (Italy)
Justin Churcher                 ESP Manager EMEA, IBM Tivoli (UK)
Michael Brokmann                Pre-sales, IBM Tivoli (Germany)
Jörg Ziegler                    System Engineer, IBM Tivoli (Germany)
Michael Gerlitz                 Consulting IT Specialist, IBM Tivoli (Germany)
Hr. Hülber                      Tivoli Architect, IBM Tivoli (Germany)

TOPICS

* Tivoli Identity Manager
* Tivoli License Manager
* Web Administration for Tivoli Enterprise
* ITM for Databases
* ITM for Transaction Performance
* Tivoli Risk Manager
* Tivoli Manager for Oracle
* Framework 4.1 and Configuration Management 4.2

WORKSHOPS

* Requirements Framework and Tivoli Architecture
* ITM 5.1: Availability, Performance, Service Level Management
* Security: Firewall
* TEC 3.8: Availability, Performance, Service Level Management
* Integrated Service Level Management with Tivoli Service Level Advisor
* Framework, Data Warehouse, Deployment & Operations

CUSTOMER EXPERIENCE PRESENTATIONS

* Identity Management (Access 360) (Global Vision)
* Tivoli Enterprise DW (Santix)

PLUS

* IBM.com migration
* Tivoli Product News
* S&S Strategy EMEA
* Update on UG’s FWK and TEC Enhancement Requests
* Tivoli User Group Support Program Update


BELGIUM/LUXEMBOURG – 4 APRIL
---------------------------------------------------

FORMAT:                         One day
LOCATION:                       Belgacom, Brussels
ATTENDEES:                      10

SPEAKERS

Lewis Troke                     EMEA Product Manager, IBM Tivoli (UK)
Tony Thuy                       UG Relations Manager/Resolution Manager, IBM Tivoli (UK)
Bob Evans                       EMEA Support Director, IBM Tivoli (UK)
Jacques De Munnynck             Manager IT Education Services, IBM Tivoli (Belgium)

TOPICS

* Tivoli Roadmap Update
* Tivoli Support & Services Update
* e-Business Management
* Learning Services Update

CUSTOMER EXPERIENCE PRESENTATIONS

* IBM Tivoli Identity Manager (Electrabel)

PLUS

* TUG Support and GTUG Council Update
* Open table discussion, with update from all members on current projects


FINLAND – 24 APRIL
-----------------------------

FORMAT:                         One day
LOCATION:                       Telia-Sonera, Helsinki
ATTENDEES:                      19

SPEAKERS

Lewis Troke                     EMEA Product Manager, IBM Tivoli (UK)
Tony Thuy                       UG Relations Manager/Resolution Manager, IBM Tivoli (UK)

TOPICS

*Tivoli Support & Services Organisation Update
*GTUG Council Update
*Tivoli Roadmap Update

WORKSHOPS

* Terminal management
* Monitoring
* Security
* Storage

CUSTOMER EXPERIENCE PRESENTATIONS

*Telia-Sonera


SWEDEN – 7/8 MAY
--------------------------

FORMAT:                         Two-day meeting, including workshops
LOCATION:                       IBM (Stockholm)
ATTENDEES:                      26

SPEAKERS

Bob Evans                       EMEA Support Director, IBM Tivoli (UK)
Tony Thuy                        UG Relations Manager/Resolution Manager, IBM Tivoli (UK)
Ian Ormiston                     Product Planning, IBM Tivoli (UK)
Mike Hau                         Global Response Team, IBM Tivoli (UK)
Gary Hamilton                    Global Response Team, IBM Tivoli (UK)

TOPICS

*Tivoli Support & Services Organisation Update
*GTUG Council Update

WORKSHOPS

* PA, CO, Security, Storage, Management

PLUS

* IBM.com migration
* Tivoli Product News


DENMARK – 8 MAY
------------------------------

FORMAT:                          One-day meeting
LOCATION:                        Codan (Copenhagen)
ATTENDEES:                       10

SPEAKERS

Bob Evans                        EMEA Support Director, IBM Tivoli (UK)
Tony Thuy                        UG Relations Manager/Resolution Manager, IBM Tivoli (UK)

TOPICS

* IBM Tivoli Monitoring
* Tivoli Support & Services Organisation Update
* GTUG Council Update

PLUS

* IBM.com migration


UK – 19 SEPTEMBER
------------------------------

FORMAT:                          One-day meeting, including workshops and Special Interest Group
sessions
LOCATION:                        Bedfont Lakes, IBM
ATTENDEES:                       75

SPEAKERS

Fiona Cullen                     North Region Sales Director (UK)
Dexter Henderson       Executive EMEA S&S, IBM Tivoli (UK)
Antonio Gallotti TWS Product Manager, IBM Tivoli (Italy)
Kevin Denyer           Autonomic Computing IT Specialist, IBM Tivoli (UK)

TOPICS

* Exploiting Tivoli Enterprise Data Warehouse
* Tivoli Storage Manager Performance Tuning
* TWS 8.2 Content & Availability
* TCM 4.2 New Features
* Autonomic Computing Infrastructure

PLUS

* Tivoli Support & Services Activities Update
* Demos: Netview, ITM/TP 5.2
* ITM Birds of a Feather session
* Special Interest Groups on ITM, TWS, Storage and C&O

==============================================

*GET THE MOST OUT OF YOUR TIVOLI PRODUCTS -

Use the 'Support Technical Exchange' .
The Technical Exchange Program provides you with valuable product information troubleshooting
tips and problem-solving resources – increasing your ability to manage Tivoli products effectively.

The tutorial session typically lasts one hour – with another hour allocated for interactive Q&A with
a Tivoli technical expert. Sessions cover in-depth technical product information, but can also offer
advice on a host of other topics, including how best to utilise the new ibm.com Tivoli Support Web
site. You can access this at:
http://www-3.ibm.com/software/sysmgmt/products/support/"http://www-
3.ibm.com/software/sysmgmt/products/support/

All sessions are now being recorded and played back – with live interactive sessions. Audio for
past exchanges will be available for download in MP3 format.

We have now introduced local country dial-in numbers, allowing you to save money when dialling
in to the program sessions.

To improve readability and navigation on the Support Technical Exchange page, it will be
possible to limit the viewable Exchanges to a particular month, using show/hide functionality.

The available times for Exchanges will be colour-coded red or blue, to indicate the geographic
location of the exchange. Times highlighted in red indicate either Eastern Standard Time (EST) or
Central Standard Time (CST); times highlighted in blue indicate Greenwich Mean Time (GMT).

Register for the Technical Exchange Program sessions (delivered via teleconference and slides)
at: http://www-3.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html customers
(This online technical resource is available for free to registered Passport Advantage customers).

==============================================

KEEP ON TOP OF TRAINING
Tivoli Education offers you a choice of training in network computing management. Instructor-led
training (LIT) classes are available for the majority of Tivoli products. Courseware can also be
customised around your company-specific applications, and delivered onsite if desired.

If you don’t have time to spend in the classroom, Tivoli Education also offers distance learning via
Web-based and computer-based training tools – allowing you to learn at your own pace.

For the very latest information on our current courses and the schedule in your region, you can
visit our Web site at:
http://www.tivoli.com/services/education"http://www.tivoli.com/services/education

If you’d like to find out more, just e-mail or call Nick Mellin:
mellinn@uk.ibm.com
+44 (0) 1753 780441

==============================================

*IBM.com SUPPORT SITE – UPDATE

If you’re looking for the latest Tivoli Web Support news, check: http://www-
3.ibm.com/software/sysmgmt/products/support/Tivoli_Support_Web_Announcements.html

Please be aware that every person using Online Support will need their own assigned Tivoli ID.
Customers who don’t yet have a Passport Advantage contract for their Tivoli products will need to
register for Online Support using a Tivoli ID.

Each person MUST have their own Tivoli ID to use this registration method. The registration
process will confirm single usage of Tivoli IDs – and it will reject registration attempts where
several users attempt repeated usage of a single Tivoli ID for registrations. If you are denied
access for this reason, please send an e-mail to Tivoli Web Support (see reference below),
providing the following information:

First and Last Name
Company Name
Tivoli Customer number
e-mail address
Phone number
Country
Three possible ID options


Customer Feedback and Action Plan Update
---------------------------------------------------------
Working with several Tivoli User Groups, the Web operations team has a working list of Web site
improvement items, which have either been resolved, or are being reviewed. The list of items will
continue to be updated, removing issues that are resolved over time, and adding new items as
they can be addressed. The 5 May 2003 posting is our first externally published version of this list,
which will be updated approximately every 45 days.

To access the list, click here:http://www-
3.ibm.com/software/sysmgmt/products/support/CustomerFeedback.pd"http://www-
3.ibm.com/software/sysmgmt/products/support/CustomerFeedback.pdf
Or to contact Tivoli eSupport, visit:
Tivoli_eSupport_feedback@us.ibm.com


Support Platforms Matrix Update
-------------------------------------------
The latest version of the Tivoli Supported Platforms Matrix, dated 4 April 2003, is now available.

Accessing the Latest Supported Platforms Matrix for all Tivoli products is simple: just check the
left navigation bar and select the Support Platforms option. This is available on all Tivoli Web
Support pages.

The published matrix is updated monthly, and is usually posted during the first week of each
month. You can access it here:

http://www-
3.ibm.com/software/sysmgmt/products/support/Tivoli_Supported_Platforms.html"http://www-
3.ibm.com/software/sysmgmt/products/support/Tivoli_Supported_Platforms.html

======================================================

*Tivoli on demand Tour – UPDATE

Are you ready for an on demand world?

With the e-business on demand era comes a need for more responsive, more flexible and more
resilient operations. Tivoli has innovative solutions that can help you optimise your IT operations
– and meet the on demand challenge.

If you missed the Tivoli on Demand Keynote at the IBM Software Symposium, or the recent Tivoli
on demand Tour across Europe, it’s not too late to find out more about the newest autonomic
computing capabilities at Tivoli. Learn how to create a self-configuring, self-healing, self-
optimising and self-protecting IT environment, and find out how to gain tighter infrastructure
integration with open technology – to give your e-business on demand new resiliency and
flexibility.

To find out more about how Tivoli software can transform your business, simply e-mail to request
an information pack:
tony.thuy@uk.ibm.com

==============================================

*WHO CAN I ESCALATE MY SUPPORT QUERIES TO?

Recent feedback across the EMEA User Group, particularly in Germany, has a indicated a need
for additional information on Support routes. The Tivoli Support organisation is available to
provide support when you need it. But if your situation requires additional expertise or an
accelerated response, there are a number of alternative escalation routes you can take:

Normal Support Process:
--------------------------------
Simply call the Tivoli Customer Support telephone number for your country. A complete list of
Support contact information can be found at:
http://techsupport.services.ibm.com/guides/cnts_emea.html"http://techsupport.services.ibm.com/
guides/cnts_emea.html


Escalation Support Processes:
------------------------------------
For details of senior and technical manager contacts, plus extensive Web resources, visit:
http://www-3.ibm.com/software/sysmgmt/products/support/Tivoli_Escalation_Process.html

==============================================

TUG e-news is designed to provide you with TUG information up to three times per quarter.
If you would prefer not to receive this information, please inform your TUG chairman.

For TUG scheduling information on the Web, go to
http://www-3.ibm.com/software/sysmgmt/products/support/Tivoli_User_Groups_Regional.html

If you have any suggestions for future issues of TUG e-news, please do not hesitate to e-mail me
at: tony.thuy@uk.ibm.com.



Regards,
Tony

Tony FC Thuy
Resolution Manager Nordics - Netherlands
CSET - Customer Satisfaction Enablement Team
User Group Relations Manager EMEA
IBM - Tivoli Software
T (44) 1753 780 517
M (44) 7967 275 388
F (44) 1753 780 192
E tony.thuy@uk.ibm.com

								
To top