I will say the IBM Level-2 teams we work with are very understanding of
our desire to park PMR's sometimes for months while waiting for
verification, additional documentation to be collected, or an APAR to
close.
The IBM System z Level-2 software support is still the best vendor
support I have seen without qualification.
I do see a trend to push for customer agreement to a FIN closure on
APARs and I try to be accommodating given that they can do more complete
testing in a release cycle. It still is an annoyance that some of the
obvious externally visible message artifacts or ABENDs without
consequence are closed FIN. The annual z/OS release cycle and our
annual adoption of the GA release in spring means it can be a while
before we see that "next" release.
In the end if there is no business impact I try to be a good cyber-serf
and agree to FIN so that I can keep high expectations and have them met
for resolution of problems that do impact the business. I would like to
see a push to do quality fixes in the service cycle if anyone goes near
that same code.
Best Regards,
Sam Knutson, GEICO
System z Performance and Availability Management
mailto:[email protected]
(office) 301.986.3574
"Think big, act bold, start simple, grow fast..."
-----Original Message-----
From: IBM Mainframe Discussion List [mailto:[email protected]] On
Behalf Of Edward Jaffe
Sent: Wednesday, August 12, 2009 11:50 AM
To: [email protected]
Subject: Re: The "Shame" Approach
Martin Kline wrote:
> Nicely worded, Ed. Maybe I'm not imagining things when I believe IBM
is more
> interested in closing open problem records than in solving the
underlying
> problems. It didn't used to be this way. Having posted this publicly,
can I
> assume you don't mind if I use the same response?
>
There does seem to be much more emphasis on getting PMRs closed than
before. Someone's performance appraisal is probably based on the number
of open (or closed) PMRs. After all, closed means resolved. Right?
Just for fun, someone should put together one of those PDF form
templates:
"Are you sure you guys work for IBM? You [summarize what they did] and
you're ready to close this PMR and move on? At this point, the IBM I
know would [summarize what they would have done back in the old days]."
:-D
--
Edward E Jaffe
Phoenix Software International, Inc
5200 W Century Blvd, Suite 800
Los Angeles, CA 90045
310-338-0400 x318
[email protected]
http://www.phoenixsoftware.com/
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