I just went out to my PA account and Netview 7.1.5 is available!
We purchased NetView with TEC.
Currently running the download.
Rob Shipley
ITSD/NTSB
State of Montana
-----Original Message-----
From: nv-l-bounces@lists.ca.ibm.com
[mailto:nv-l-bounces@lists.ca.ibm.com]On Behalf Of Jeff Fitzwater
Sent: Monday, November 06, 2006 9:32 AM
To: Tivoli NetView Discussions
Subject: Re: [NV-L] NV 7.1.5 on Passport Advantage
Thank you James!
IBM should be very thankful that they have someone in Technical Support
that is watching out for Marketing's problems.
Jeff Fitzwater
OIT Network Systems
Princeton University
James Shanks wrote:
> Folks, I am sorry for your pain, and I wish I could do more to fix it.
> Let me see if I can provide some insight that might help.
>
> There is a huge division in IBM between marketing and development.
> Passport Advantage is owned by marketing and no one in development nor
> technical support has access to it. Marketing jealously guards all
> customer information, just as if they were medical records. No one in
> support or development can find out what you are licensed for, what you
> paid, what discounts you have gotten, anything like that, unless a market
> person gives them access or there is a special prior agreement in place.
> So when we in development send a product to Passport Advantage , it's like
> throwing it over a wall. We cannot alter what happens after that -- only
> request that someone on the marketing side of the house make changes when
> they are required.
>
> The reason those of you who cannot current find or see NetView 7.1.5 in PA
> is NOT because it doesn't exist or has been withdrawn but because according
> to the IBM database that PA uses, you aren't licensed for it. What you are
> licensed for is TEC, and until the current TEC package is updated (and the
> target date for that is this Friday, November 10) PA will not show you
> NetView 7.1.5, because it thinks you are not entitled to it. You know
> better, I know better, but PA does not. To put it another way, this is not
> like ordering a movie from Amazon.com. You can't just search and click on
> whatever you want. You can only see what you have been licensed for
> already. I hope this makes it clear what is going on.
>
> So Jane, Jeff, and Ray, that's why you cannot download NetView 7.1.5 from
> PA yet, while others can. Their customer records must be showing a
> separate NetView license while yours does not. But as a technical person I
> am only guessing about that. I have no access to those records, nor does
> anyone else in support.
>
> And Ray, that's why opening a PMR did not help. PMR's are for technical
> issues. The Level 2 guys have no direct access to marketing records
> either, and they never have. I was an IBM customer for nine years before
> joining the company, and back in the day, even before there was a Support
> Center, way back in 1979, when everything was done by phone and through
> SE's, you could not get a marketing issue resolved by calling technical
> support. They would just tell you that you had to speak to your marketing
> representative. And that's why Level 2 told you that you should talk to
> the Customer Care folks. They are on the marketing side of the house, while
> Level 2 is not. Basically, that's the very same answer you would have
> received almost 30 years ago.
>
> I don't want to start a debate on the quality of IBM support. I only want
> to point out that there are some kinds of issues which they cannot resolve
> because the subject is not within their purview. Anyone may hold the
> opinion that IBM Support has gone downhill in recent years, if they think
> they have reason to do so, but this incident isn't proof of that. It's
> only proof that marketing issues take longer to fix than technical ones.
> The only good news is that this issue is currently being addressed by the
> right people and should be resolved soon.
>
> Hope this helps,
>
> James Shanks
> Level 3 Support for Tivoli NetView for UNIX and Windows
> Network Availability Management
> Network Management - Development
> Tivoli Software, IBM Corp
>
> ------------------------------------------------------------------------
>
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