I'm guessing you tell them to register, show them how to open a ticket... what am I missing? If you could point them to one place and say "here's all you need to know before you get started using CA XXXXX".... what would this magical place contain?
2.) Use support to open a new issue and more importantly read our past tickets to get a feel for what type of support issues we tend to have.
3.) Join the Communities!
Thanks Kelly - you are always helpful I didn't think of asking the team to read through past tickets. I like that one.
For CA API Management:
1) Take a look at docops.ca.com for documentation
2) Work through the free trainings
3) Explore the communities
We have a wiki for this:
1. Register on the CA site,
2. Provide our local CA contact info - i.e. our escalation process within CA.
3. Get involved with the communities.
4. Give them links to the CA documentation for each of the products we use. (bookshelf)
Hi Frank - does your team also use docops.ca.com for documentation? Or are you on older versions of products only found on the bookshelves?
What I have seen in Clarity and CA PPM over the years is quite different. There the team would be typically a project team and the "you" would be a project manager.
For a such a team member you would show how to login into the CA PPM and the basic navigation for time entry or internal training material for that.
For project (resource, program or portfolio) manager there would be different training material which would focus more on the internal processes and secondly on use of the CA product.
All these expect the product to work as desired without hickups and the usage to be clearly documented.
That is not the case in the real world and therefore there are the people who get involved and additionally they do the routines the system requires.
The people who work in the PMO you would get up to using the documentation firstly local copies then introduce to the communities and maybe to cookbooks. Have not seen anybody use Flipboard yet.
Access to support with a site ID (eg. like for opening a case) is usually hard to get and therefore only with the local guru or an outside consultant.
Typically it is the system owner who has contacts with CA.
I really like the idea of a "getting started" options for different roles within the organization. You are correct - not everything is one size fits all... Instead of having one "welcome to CA" page, we may need a "Welcome to product ***" and even that could be divided into different roles. Please keep the suggestions coming! Very appreciated.
see my idea for this
New UX - First time login CA PPM introduction tour - "show me around!"
Clarity is often highly configured, so an end user can have a very different experience per organisation.
It's very unlikely an end user will use ca.com (other than maybe the doc-ops)
We don't have anything fancy, but for both ServiceDesk and Clarity we have several powerpoints (and a few videos) tailored to different roles (analyst, resource manager, project manager, etc).
Powerpoints and video's sound pretty fancy to me
We don't even have a standard email or document to share...
I guess I should actually work on something like that, since they will ask me every time anyway...
I agree with MichielHelder - it does sound fancy. Any chance you could give me a sneak peak at what you show your teams? Feel free to email me directly! email@example.com. Perhaps we could create the templates for you to customize for your own product and your own environment... That may speed things up for those who don't have it?
when using the product:
Thanks AaronRitter - when you say "the product pages" ...Are you referring to the ones on support.ca.com? If yes, what content is most important on those pages?
no, i more meant this:
Products - CA Technologies > Application Performance Monitoring Tools - CA Technologies
and for partners (partner page is sloowwwww btw):
https://enable.ca.com/partner/ > https://enable.ca.com/Partner/ViewContent?contentid=085e34ea-acf0-443f-91d5-ec93287317d8 (Products) > https://enable.ca.com/Partner/ViewContent?contentid=FF5C2ACE-5650-49CB-AC52-AC753A132C07 (Product Specific Page)
and for partners whats cool is the training plans:
to get the Partner Learning Plans:
e.g. CA APM: https://supportcontent.ca.com/phpdocs/8/common/partner/plc_apm_fy15.pdf
which then shows you the different paths you can take and the courses you need to subscribe to:
Interesting... Do you ever ask them to bookmark this page: http://www.ca.com/us/support/ca-support-online/support-by-product/ca-application-performance-management.aspx
Or do you ever use this version of the product page for anything? This one is hosted by Support.ca.com. Just wondering if you ever go here?
i end up sometimes on this page if i cant find something, but when, it always comes across messy (i know its a bit a generic description but its hard to explain why i dont like it)
on the articles linked by your link i end up by searching via google via certain tricks Infographic: Get More Out Of Google - HackCollege e.g. <error description> inurl:ca.com
or searching via the wiki search field on the according product related wiki.
i guess for CA APM its fortunate there is a good community and a good wiki available which is taken care of by many CA employes from PM to Engineers
As the initial level we need to provide the basic functionality and working procedure of tools.
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