SSR Hand Book

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V1.0 2007 06 2007 07 14 31

SSR Handbook

SSR Handbook

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Roadmap IBM SSR SSR Handbook SSR SSR Professional

SSR IBM IBM IBM SSR

221 2006 MA SSR SSR SSR

SSR

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SSR HandbookMA SSR

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SSR Handbook

SSR Handbook................................................................................................................................... 1 MAP of the Document ........................................................................................................................ 9 Chapter1: SSR ................................................................................................................. 10 1. SSR Job Role ............................................................................................................... 10 1.1 System Services Representative - Entry..................................................................... 10 1.2 Systems Services Representative - Base ....................................................................11 1.3 Systems Services Representative - Account............................................................... 13 1.4 System Services Representative - Advisory................................................................ 15 1.5 Systems Services Representative - Senior ................................................................. 17 2. Skill Roadmap ....................................................................................................................... 18 2.1 System z SSR Skill Roadmap............................................................................................. 19 2.2 System p SSR Skill roadmap.............................................................................................. 21 2.3 System i SSR Skill Roadmap ............................................................................................. 22 Chapter 2: MES( ) ................................................................................................... 25 1 ....................................................................................................................... 25 1.1 IR(Installation Request)........................................................................ 25 1.2 ....................................................................................................... 25 1.3 ............................................................................................................... 26 1.4 ......................................... 27 1.5 EC(Engineering Change)......................................................................... 27 1.6 PMH .................................................................................................................... 27 1.7 ...................................................................................................................... 27 1.8 ............................................................................................................................. 28 1.9 ............................................................................................................... 28 2 ....................................................................................................................... 29 2.1 ............................................................................................................... 29 2.2 ........................................................................................................... 29 2.3 ................................................................................. 29 2.3.1 DOA Claim .................................................................................. 30 2.3.2 New Parts Defective ................................................................... 30 3 ....................................................................................................................... 30 3.1 ............................................................................................................... 30 3.2 .................................................................................................... 30 3.3 ...................................................................................................................... 30 3.4 PCI .................................................................................................................. 31 3.5 ........................................................................................................... 31 3.6 ....................................................................................................... 31 3.7 ............................................................................................................... 31 3.8 .................................................................................................... 32 3.9 ........................................................................... 32 3.10 MES .................................................................................................................. 32 3.11 EC .............................................................................................................................. 32 3.12 ..................................................................................................................... 32 3.13 HMC ........................................................................................................... 33 4. ........................................................................................................................ 33 5. ................................................................................................................. 33 5.1 ..................................................................................................... 33 5.2 .................................................................................................... 33 5.3 .................................................................................................... 33 5.4 ......................................................................................... 33

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SSR Handbook5.5 ITC( ) ........................................................................................... 34 5.6 ...................................................................................................................... 34 Chapter 3: ................................................................................................................. 35 1. : ....................................................................................................................... 35 1.1 Dispatcher Call .................................................................................... 35 1.2 ................................................................................................ 36 1.3 Call Center RCMS Call ....................................................................... 37 1.4 ............................................................................................................... 38 1.5 Repeat call ................................................................................................................... 39 1.6 ...................................................................................................................... 41 1.7 Long Resolution time DISK CRASH ................................................................. 42 1.8 CARE CALL ................................................................................................................. 42 1.9 EPSA / PM ................................................................................................................... 43 1.10 call ......................................................................................................................... 43 2. .......................................................................................................................... 44 2.1 ................................................................................................................... 44 2.2 TSG Control Criteria .................................................................................................... 44 2.3 ............................................................................................................... 45 2.4 ............................................................................................ 45 2.5 (New Parts Defective)................................................................................. 45 2.6 WPPL (Worldwide Product Parts Lookup)................................................................... 46 2.7 Parts Substitution handling policy................................................................................ 46 3 ................................................................................................................... 49 4. Fixes ...................................................................................................................... 49 4.1 Fix ........................................................................................................ 49 4.2 Fix .......................................................................................... 50 4.3 Fixes.............................................................................................. 50 4.4 Action Items ................................................................................................................. 52 4.5 Fixes ................................