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IBM Support Customer Support Day - January 21

  • 1.  IBM Support Customer Support Day - January 21

    Posted Thu January 15, 2026 08:03 PM
    Edited by Ashish Ghodasara 26 days ago

    Welcome to IBM Support Customer Day

    Join us to discover how we're transforming support from reactive firefighting to proactive foresight. We'll highlight innovations that streamline the journey from first response to resolution and root cause analysis.

    Use this discussion thread to submit any questions and share your feedback regarding the event.

    Ashish Ghodasara

    Executive IT Specialist, IBM Support Architect

    Post session Notes: Thank you to everyone who was able to attend. For those who couldn’t make it, here is the link to the folder containing the recordings and presentation charts: https://community.ibm.com/community/user/groups/community-home/librarydocuments?communitykey=8c64553a-86a9-4af3-a2e6-55826c69b4e2&LibraryFolderKey=&DefaultView=&folder=1d0b4721-0be7-45c4-992f-019be1cfc4fd&8893a4c5-5774-4823-8bcb-0195c8ef201b=eyJwYWdlaW5kZXgiOjAsImxpYnJhcnllbnRyeSI6bnVsbH0%3D



  • 2.  RE: IBM Support Customer Support Day - January 21

    Posted 27 days ago

    Is it possible to get a recording of this event? 



    ------------------------------
    Volker Kiemes
    ------------------------------

    Original Message


  • 3.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    And can the slides be sent out afterwards please?



    ------------------------------
    David Wicks
    ------------------------------

    Original Message


  • 4.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Slides and recording is uploaded above. Thank you!



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 5.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Volker, Recordings and charts uploaded above.



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 6.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi, Can I invite my team member at this session?



    ------------------------------
    Muhammad Erwin
    ------------------------------

    Original Message


  • 7.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Yes please



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 8.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hey Ashish,  got "The event isn't live right now."



    ------------------------------
    olivier dalmas
    IT spec
    IBM FRANCE
    (10) 000-0000
    ------------------------------

    Original Message


  • 9.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi

    Is this supposed to replace the lvl2 support? Our experience is that when a support case is taken long time it's mostly because of the knowledge of lvl2 and the willingness to get help from lvl3 or development. 



    ------------------------------
    Thomas Olofsson
    Sysprog
    Svenska Handelsbanken AB
    ------------------------------

    Original Message


  • 10.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Thomas, we don't have levels in support anymore, it's one IBM support and for complex or defect related issues we engage our continuous engineering/dev teams. 



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 11.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi,

    Where are the AI is running? On IBM side, customer side or at some cloud provider? 



    ------------------------------
    Best regards

    Herbert
    DBA
    ------------------------------

    Original Message


  • 12.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Suggestion feature for the agentic AI...

    Review the incoming text and identify if the person has submitted details of multiple problems in the same case.

    Currently an IBMer has to read the text and then offer to create a separate problem.

    A different solution would be to detect the other cases and offer to automatically create the other cases - it would be a small saving but it would also make both IBM/customer more efficient



    ------------------------------
    Mark Robbins
    Technical Design Authority / IBM Champion 2017 - 2025
    Cohesive (previously Vetasi Limited)
    https://www.linkedin.com/pulse/maximo-support-advice-from-non-ibm-engineer-article-mark-robbins/
    ------------------------------

    Original Message


  • 13.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Mark, this is very good suggestion! We will take it forward to the team for evaluation. Thank you. 



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 14.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi, 

    Where are the AI agents and servers are running? On customer side, IBM side or at some Hyperscaler? 



    ------------------------------
    Best regards

    Herbert
    DBA
    ------------------------------

    Original Message


  • 15.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Another question, in case we have more than one account (I managed almost 40 accounts, all under a principal one), it is possible to see all support cases at a glance? Currently we need to go account per account to see its own cases



    ------------------------------
    Xavier Garcia Armengol
    ------------------------------

    Original Message


  • 16.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Xavier, Are you talking about IBM Cloud support center accounts or My support accounts? For My support I able to see all my cases in one list for all accounts. 



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 17.  RE: IBM Support Customer Support Day - January 21

    Posted 25 days ago

    Hi Asish, yes, I'm talkig about IBM Cloud support,...., but this "feature" could be great in this One IBM portal..



    ------------------------------
    Xavier Garcia Armengol
    ------------------------------

    Original Message


  • 18.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Where does the data go, that I enter in the frame of a support request? Support requests might contain sensitive and personal data for different reasons (logfile, debug output ecc.). Such data must not be used to feed AI models.

    Does IBM make sure, that this data is not used in AI models? And how is this ensured?



    ------------------------------
    ODCF System Administration DKFZ Heidelberg
    ------------------------------

    Original Message


  • 19.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    moving from reactive to preventative... Currently if a configuration is missing then IBM will often publish technotes instructing people on how to create the missing configuration... System administrators have to subscribe to notifications and then watch for these kinds of notifications.. that is time consuming and frustrating.

    Will IBM use AI to start building instructions / information that the IBM development team can then deploy ?

    If this was implemented then the a future version would have the missing configuration out of the box - it would remove the need for system administrators to monitor these notifications and it would automatically improve the quality of IBM solutions... and it shoud reduce the need for support cases



    ------------------------------
    Mark Robbins
    Technical Design Authority / IBM Champion 2017 - 2025
    Cohesive (previously Vetasi Limited)
    https://www.linkedin.com/pulse/maximo-support-advice-from-non-ibm-engineer-article-mark-robbins/
    ------------------------------

    Original Message


  • 20.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    I agree with your points, Mark.

    If this is a widely adopted configuration, it should ideally be enabled by default in product releases.
    In that case, technotes would serve as informational references rather than actionable items.
    Could you share more details about the product and the deployment type you're referring to?
    Feel free to email me if you'd like to discuss further.

    Thank you,
    - Shoeb



    ------------------------------
    Shoeb Bihari
    ------------------------------

    Original Message


  • 21.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Regarding One IBM, what about third party support centers for those services you provide? PureStorage support for Portworx, for example.

    It is possible to embed in One IBM support center interface?



    ------------------------------
    Xavier Garcia Armengol
    ------------------------------

    Original Message


  • 22.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Xavier, Interesting suggestion. While we have not considered third party yet, I like the idea. Let us bring this to our team.



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 23.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Regarding One IBM. What about to integrate under this unique portal third party support services? Por example PureStorage support for Portworx services?



    ------------------------------
    Xavier Garcia Armengol
    ------------------------------

    Original Message


  • 24.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Could I get a copy of the Presentation? 



    ------------------------------
    Uwe Graf
    Lead Modernization Architect
    EasiRun Europa GmbH
    Usingen
    +49-6081-9160 585
    ------------------------------

    Original Message


  • 25.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    yes, I posted charts and recordings to this folder: https://community.ibm.com/community/user/groups/community-home/librarydocuments?communitykey=8c64553a-86a9-4af3-a2e6-55826c69b4e2&LibraryFolderKey=&DefaultView=&folder=1d0b4721-0be7-45c4-992f-019be1cfc4fd&8893a4c5-5774-4823-8bcb-0195c8ef201b=eyJwYWdlaW5kZXgiOjAsImxpYnJhcnllbnRyeSI6bnVsbH0%3D



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 26.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    sorry to say, disappointed on the presentation; I left after 20 minutes missing any useful information from slow pace non native English speakers.



    ------------------------------
    Juan Carlos Manzano
    ------------------------------

    Original Message


  • 27.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Thank you for your honest and open feedback. We will improve next time.



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 28.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    AI offers real value but it needs data to work on e.g. application logs.
    What steps are IBM going to take to automate the process of ensuring that the logs / information are available at the straight time e.g. automatic gathering / submission of the logs / configuration file?
    In my area, Maximo Application Suite, IBM provide an automated must gather tool... but it isn't part of the product...

    so it doesn't get installed when the product is installed... and customers are often wary of installing components outside of the main component. This introduces unnecessary delays.

    Will IBM Support push the Development team to deliver systems that come with critical support information logged straight away e.g. important warnings?

    In the Maximo world Support have advise the customer to recongure the system to gather information and then repeat the problem.... it would be much better if the product was pre-configured to gather that information (e.g. the SQL logger). 

    Customers are nervous about making logger changes and having to repeat the problem can generate immense frustration at IBM because of these defaults.

    Happy to talk about this offline - EMEA Maximo Support know how to contact me



    ------------------------------
    Mark Robbins
    Technical Design Authority / IBM Champion 2017 - 2025
    Cohesive (previously Vetasi Limited)
    https://www.linkedin.com/pulse/maximo-support-advice-from-non-ibm-engineer-article-mark-robbins/
    ------------------------------

    Original Message


  • 29.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago
      |   view attached

    Hi,

    Two comments:

    1. It was mentioned near the beginning of the presentation that there was a link in the Chat, but there was no chat visible to either myself or my colleague.
    2. You demonstrated the AI tooling available inside MySupport, however this is not available to me (see attached screenshot). Do I need to do something specific to enable it?

    Thank-you.

    Shaun



    ------------------------------
    Shaun McDowall
    ------------------------------

    Original Message


  • 30.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago
      |   view attached

    Hi,

    1. We couldn't see the chat that was mentioned near the start of the presentation with a link in it.
    2. My instance of MySupport does not contain the AI Agent that was demonstrated. How can I get hold of that, please? (see screenshot)

    Thanks,

    Shaun



    ------------------------------
    Shaun McDowall
    ------------------------------

    Original Message


  • 31.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi,

    1. We couldn't see the chat that was mentioned near the start of the presentation with a link in it.
    2. My instance of MySupport does not contain the AI Agent that was demonstrated. How can I get hold of that, please?

    Thanks,

    Shaun



    ------------------------------
    Shaun McDowall
    ------------------------------

    Original Message


  • 32.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Please provide the link to the Support Chat bot.



    ------------------------------
    Jackie Akestoridis
    GTS Software Coverage Leader
    IBM Canada
    Markham ON
    (416) 478-8472
    ------------------------------

    Original Message


  • 33.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    I get the feeling that Business Impact "What is your business not able to do because of this issue?" is simply IBM trying to get me to beg for the support I've already paid for.



    ------------------------------
    Robert Berendt IBMChampion
    Business Systems Analyst, Lead
    Dekko
    Fort Wayne
    ------------------------------

    Original Message


  • 34.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Robert, Not at all and apologies for any miss understanding. Business impact gives us additional context to the problem and help us prioritize within similar severity levels using AI tools.



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 35.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Is it possible to get a recording of this event because I was pulled away by a client demand?



    ------------------------------
    Mike Braun
    Projects Director
    Hamer Enterprises
    McAllen TX
    956-682-3466
    ------------------------------

    Original Message


  • 36.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Yes I posted in this folder: https://community.ibm.com/community/user/groups/community-home/librarydocuments?communitykey=8c64553a-86a9-4af3-a2e6-55826c69b4e2&LibraryFolderKey=&DefaultView=&folder=1d0b4721-0be7-45c4-992f-019be1cfc4fd&8893a4c5-5774-4823-8bcb-0195c8ef201b=eyJwYWdlaW5kZXgiOjAsImxpYnJhcnllbnRyeSI6bnVsbH0%3D



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 37.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Was looking for ways to improve the User experience, specific to Ideas portal.  There is no way to submit Ideas around the Portal usability.



    ------------------------------
    Anita Garza
    ------------------------------

    Original Message


  • 38.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Anita, Thank you. This is very good suggestion. Ideas portal is used by our PM teams for clients to submit new feature ideas for products. I am submitting your feedback to our PM teams.



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 39.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Thank you to everyone who was able to attend. For those who couldn't make it, here is the link to the folder containing the recordings and presentation charts: https://community.ibm.com/community/user/groups/community-home/librarydocuments?communitykey=8c64553a-86a9-4af3-a2e6-55826c69b4e2&LibraryFolderKey=&DefaultView=&folder=1d0b4721-0be7-45c4-992f-019be1cfc4fd&8893a4c5-5774-4823-8bcb-0195c8ef201b=eyJwYWdlaW5kZXgiOjAsImxpYnJhcnllbnRyeSI6bnVsbH0%3D



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 40.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Ashish, thanks for the event! Our team (IBM Cloud Compute SRE) attended the Welcome to IBM Support Customer Day on 1/21/2026. In the session, we heard that AI agents built on Watson Orchestrate can trigger standard runbooks and recommend remediation actions to SREs.

    Our question: Do you know who/which team is training these AI agents to perform these analyses and generate these responses? 
    Thank you very much!



    ------------------------------
    Tianyi Zhang
    ------------------------------

    Original Message


  • 41.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Tianyi, Our support team members are building this agents utilizing WxO. Feel free to reach out directly for more information.



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 42.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Thank you for this event. Using AI / SaaS for improving customer support is just a natural upgrade. AI can search over tons of Tera Bytes in knowledge bases of already resoved issues and bring a response in no time. Question: ¿How can we the Bussines Partners take advantage of this approach for customer success and what IBM tools can we use to achieve this goal? Thank you in advance.



    ------------------------------
    Juvenal Garcia
    ------------------------------

    Original Message


  • 43.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Hi Juvenal, Thank you for bringing this up. We continue to focus on strengthening our ecosystem. Please share more details about business partner relationship to explore how we can leverage what we are building to our BPs.



    ------------------------------
    Ashish Ghodasara
    Executive IT Specialist, IBM Support Architect
    IBM
    Durham NC
    ------------------------------

    Original Message


  • 44.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago

    Please , I need copy of the presentation y slides, thank you



    ------------------------------
    Gregory Ruiz
    Sir
    HBM
    Bogota
    573118980571
    ------------------------------

    Original Message


  • 45.  RE: IBM Support Customer Support Day - January 21

    Posted 26 days ago



    Original Message


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