Global Technology Services Entitlement Exception Team Internal IBM

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Global Technology Services Entitlement Exception Team Internal IBM GTS-Presentation Denis Gvozdev IBM RCIS Entitlement

Content • Team structure • Members • Entitlement Exception activities • Wiki page •

Team structure Zaytseva Elena R/CIS CMC Mngr, CEE&MEA EE team Mngr §Gvozdev Denis CEE&MEA Entitlement Exception Team, TL TBD ENT HW Specialist Miler Eva ENT Specialist Anwar Ghander ENT Specialist Merve Dogan ENT Specialist 3 Fomichev Alexey Monitoring & ENT SW Specialist Bongani Ngwenya ENT Specialist © 2011 IBM Corporation

Elena Zaytseva: R/CIS Call Management Center (RRC/RMC) manager, CEEMEA SW Support Entitlement Exception manager Contacts: Office number: +7 -495 -775 -88 -00 x 4553 Office e-mail: ezaytseva@ru. ibm. com 4 © 2011 IBM Corporation

Denis Gvozdev: Entitlement Exception Team Lider Contacts: Office number: +7 -495 660 89 40 x 1179 Office e-mail: denisgvozdev@ru. ibm. com Mobile phone number: +7 926 277 95 37 5 © 2011 IBM Corporation

Alexey Fomichev: Entitlement exception team member, monitoring team member. Contacts: Office number: +7 -495

Eva Miler: IBM Certified Specialist System X, Blade Center & DS 3 K, CEEMEA SW Support E/E Specialist Contacts: Office number: 386 -1 -3208 -679 Office e-mail: eva. miler@si. ibm. com Mobile phone number: 386 -40 456 679 7 © 2011 IBM Corporation

Anwar Ghander: MENA SW Support Entitlement Exception Specialist Contacts: Office number: 2 -02 -3536

Merve Dogan: Turkey SW Support Operations Specialist - CEE Entitlement Exception Team Member Contacts: Office number: 90 -212 317 19 79 Office e-mail: MERVEDO@tr. ibm. com Mobile phone number: 90 -530 317 19 79 9 © 2011 IBM Corporation

Bongani Howard Ngwenya: MTS - Core Systems Support Group Contacts: Office number: 27 -11 302 8888 x 1 Office e-mail: NGWENYAB@za. ibm. com Mobile phone number: 27 -73 316 2040 10 © 2011 IBM Corporation

Igor Karban: RCIS Process Leader Contacts: Office number: +7 -495 -775 -88 -00 x

Denis Masic: GMT CEEMEA MTS SW support delivery leader Contacts: Office number: 386 -1 -3208 -691 Mobile phone number: 386 -40 -456691 Office e-mail: denis. masic@si. ibm. com 12 © 2011 IBM Corporation

Rolf Wolfsberger: GTS Business Operation, MTS SW environment (CEEMEA, CH) Contacts: Office number: 41 -58 333 34 95 Mobile phone number: 41 -79 635 39 29 Office e-mail: RWOL@ch. ibm. com 13 © 2011 IBM Corporation

Entitlement exception activities E-learning Entitlement education project, based on WLS AMS is our main

Entitlement exception activities By putting effort in proactive activities, we reduce the number of un-entitled PMRs in E/E queues that we could receive! Our common effort will affect our workload! OR ? 15 © 2011 IBM Corporation

Wiki page Wiki is another way to simplify our work! Benefits: • Easy access for anyone(engineers, entitlement specialist…) and simple way to find needful information, therefore less “how to…” question to Entitlement Exception team. • Free source to store entitlement exception instructions, instead of endless e-mails. Useful in times of backups. • Friendly interface • Skills exchange Lots of other benefits, which will be discussed later with Alexey Fomichev • 16 © 2011 IBM Corporation

Skills exchange Gettin g kno Team building w eac h othe r Team unio n Cha tting ns tructio g ins in Workshop lc a Inform ion icat mmun o Conference calls, online education, wiki page – good sources for skills exchange. Live communication is PRICELESS! 17 © 2011 IBM Corporation

Welcome to CEE&MEA Entitlement Exception Team Workshop! 18 © 2011 IBM Corporation

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