We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:
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Start by posting ideas and requests to enhance a product or service. Take a look at ideas others have posted and upvote them if they matter to you,
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Help IBM prioritize your ideas and requests
The IBM team may need your help to refine the ideas so they may ask for more information or feedback. The offering manager team will then decide if they can begin working on your idea. If they can start during the next development cycle, they will put the idea on the priority list. Each team at IBM works on a different schedule, where some ideas can be implemented right away, others may be placed on a different schedule.
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Some ideas can be implemented at IBM, while others may not fit within the development plans for the product. In either case, the team will let you know as soon as possible. In some cases, we may be able to find alternatives for ideas which cannot be implemented in a reasonable time.
Please use the following category to raise ideas for these offerings for all environments (traditional on-premises, containers, cloud):
Cloud Pak for Multicloud Management
Cloud Pak for Network Automation - incl Orchestration and Performance Management
Cloud Pak for Watson AIOps - incl Netcool Operations Management portfolio
Edge Application Manager
IBM Observability with Instana
ITM-APM Products - incl IBM Tivoli Monitoring v6 and Application Performance Monitoring v8
Workload Automation - incl Workload Scheduler
Tivoli System Automation - inc Tivoli System Automation Application Manager (SA AM), Tivoli System Automation for Multiplatforms (SA MP)
The Knowledge Base structure is outdated. Based on ITIL a Solution and a Workaround needs to be provided.
The Knowledge Management supports the Service Desk to solve incidents and to standardize the solution of requests. In two layered Knowledge articles, all possible Incident causes will be recorded in Symptoms and all Solutions in will be documented in Workarounds . Workarounds are fixed linked to a Symptom
The process Knowledge Management assures the accuracy of the data. And keeps the Knowledgebase up to date. The changes made on Articles will be revisioned. The changes can be minor changes without additional approval required or major with new approval required.
A user has a Incident to fix. He looks for a checklist. Each checklist has a Symptom and a workaround. A Symptom can have multilple Workarounds
A Symptom can be linked to one or many CI or Services A Symptom has one Decision Tree , Workarounds can be in many to many Decsistion Trees to help to decide which woraround should be used or appyed. A workaround is connected to 0 or many After Work steps to make the solution solid.
Knowledge Management Use Case from Incident
The first analysis step is to find a symptom. For this purpose there is in the Knowledge Base article type symptom. It describes all the symptoms of previously arrived errors from the user perspective.
They consist of a description of the reported by users faulty behavior, complemented with screenshots and other material, which makes the error understandable.
The symptom search can be supported in a future ITSM solution through a so-called decision tree .
Was the appropriate symptom in the knowledge base identified, it is linked to the incident.
A categorization proposal and a competent forwarding group is taken from the symptom, but they are not necessarily used (see below). In addition, a CI class or a specific symptom of the CI from the incident are taken. The analyst must make the incident specific with selecting a specific CI .
The time is measured to the search of the symptom, the total processing time for this will be accounted to the incident symptom search.
If one can not find a suitable symptom, the service desk analyst creates out of the message of the user a new symptom and documented this.
From the knowledge base, the analyst includes automatically the workaround documented for the symptom.
In the symptom and / or workarounds is a working sequence deposited, which is prioritized based on the frequency of the successful application of the workarounds and additional cofigurable instructions . Namely, we have, try out the suggested workarounds and select the most probable for the solution. If this is found, the workaround is applied. It is noted the processing time of the application of the workarounds and the time for spend in the incident for applying the Workaround.
Application of the Workaround can also mean a transfer of the incident to a 2nd-level unit documented in the Workaround
. This is automatically taken from the workaround as the forwarding group in the incident, so that the analyst can make the transfer as soon as possible.
Knowledge Management Process from Knowledge Management
Create revisions for Symptoms and Workarounds
Link Symtoms and Workaround
Create Decsison Trees to support the search from the symtoms to the many workarounds to find the best one.
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