In a post many months back I spoke to why I thought IBM was like an open source company. The analogy was that nearly all of IBM Tivoli’s product, support, best practices and user groups are open to anyone to access. Unfortunately, nearly every other vendor doesn’t have such an approach in place. Here’s my story of my journey to get product information for CA/Wily Introscope and CEM. I’m glad it had a good ending, but it sure could have been easier!
When customer’s ask, it’s usually all hands on deck to figure out how to get things done here at IBM Tivoli. When presented with a challenge on integrating one vendor’s technology with another vendor’s technology, your options vary greatly and depend upon how well vendors choose to play with one another or how open their technologies are.
The task at hand – leverage the powerful data, metrics and KPIs that the CA/Wily Introscope/CEM products provide and incorporate them into aggregate business service management displays within TBSM v4. Simple as it sounds, we ask all of the standard questions. Tell me about the data collected, how its stored, and if there is a standard API or ODBC interface to get at the data. The challenge here with the CA/Wily product is the non-standard JDBC API (and .jar file) it uses for Introscope and the WebServices API for CEM. You really need some documentation and/or examples to get moving here.
These questions usually lead us in one direction or another, but most often the internal emails begin to fly and folks hit Google. I spent nearly six hours executing every known Google trick I know to search for documentation or any other resources on what my options may be. Results – nada. Everything I needed was “behind the firewall” at CA/Wily. I posted a note to my blog, which resulted in a few new paths to follow. One of my regular followers put me in touch with their CA/Wily SME and he shared his expert advice on what they do, but understandably, was uncomfortable providing copies of manuals. (Thanks Jay, Steve, Tom, Abbas)
I found CA/Wily’s User Group/Forums and requested an account. This was sent to an email alias and a nice lady said, as I expected, “you’re not on our customer list”. I replied, this time from my IBM email account stating that I’m sure we’re partners and I’m seeking information for a joint customer on how to accomplish an integration. She forwarded my email to the CA/Wily – IBM Tivoli Relationship Manager and I received a phone call and an email from her. (Thanks Marilyn!)
The CA/Wily Relationship Manager exceeded my expectations and took ownership of the situation. She tracked down account teams in two separate geographies, created a support case and rallied the troops. In the end, I received the necessary manuals and SME contacts I needed to move forward.
I’m pleased with the cooperation I ultimately received, but continue to think that it shouldn’t have to be this difficult. I think this is where the next generation companies will take the leadership roles. Transparency, honesty, “on-demand” information access, “real-time” support and enablement, cooperation between vendors for the client’s benefit, etc. The level of effort it takes to transform into this type of organization is immense, the commitment and investment in FTEs to sustain it for the long haul is significant. The benefits in the long run should be what keeps those clients coming back for more.
We’re heading in the right direction here at IBM and within Tivoli. I do worry though as the times get tough, that these programs and investments will be the first on the chopping block. Every product’s investment plan should fund these initiatives for the long haul. The support model for a community driven approach shouldn’t be thought of as a ratio (1 FTE managing dozens of blogs, wikis, communities, etc.) and that the community must be invested in (incentives, bounties, individual/group goals and objectives – PBC/IDP, etc.).
What are your thoughts on open access and transparency within the vendor community? What are your plans?
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I too have been having problems finding documentation for Wily. I’ve got both version 5 and 7 installed at work, but the included link to the online documentation doesn’t actually link to any documentation! Of course, the installed software did not include documentation either!
I don’t quite understand the point of hiding software documentation. I would think that making it publicly available would only increase sales.
It looks like I’ll have to call CA’s support line. At least the number’s toll free!
Damian – The documentation and manuals are included in the /docs directory on your Enterprise Manager. They get installed by default in version 7 and up (don’t know about 5 but I doubt it). You can also get to the complete doc set using the “Help” link in the thin client. Use your company’s login at support.wilytech.com for questions beyond that (the 800 number isn’t as fast).
Doug – It seems self evident to me that moving forward even the big enterprise software vendors will adopt a more open stance – it’s just common sense long term. I think the startups have already figured out that in the long run it saves real money on support calls like Damian’s as well as strengthens the community support network. With the ubiquity of solutions like Wily or Tivoli (you can call virtually any Fortune 500 and find them somewhere) you would think there would be little to be gained by keeping basics like the docs “behind the firewall”…
Hello Doug, I’m glad I was able to recently assist you and your customer!
I wanted to make my contact information available for any other IBMers who have any questions related to CA Wily Application Performance Management solutions:
Marilyn H. Kincaid
Wily Partner Response Center Manager
CA|Wily Technology Division
P: 828.676.0899
C: 828.779.4235
E: Marilyn.Kincaid@ca.com
W: http://www.ca.com/apm
My job is to assist the IBM Software Group’s field whether you need education (some complimentary classes and discounts available), or access to technical resources, whitepapers, documentations, evaluations, login info for our partner portal (https://partnerportal.ca.com/), or are interested in Wily’s technical assistance for account related issues, etc. I am here to help IBMers.
I am also happy to conduct online webinars to provide an overview of Wily’s Application Performance Management solutions including a technical demonstration for IBMers as well. Simply contact me with any questions and I am happy to assist you!
The IBM Software Group is a valued strategic partner, so we provide you at no charge:
* CA Wily Product License Keys & PoC Programs
* CA Wily/ IBM Critical Situation Assistance (pending technical resources)
* CA Wily Webinars, Solution Training, etc.
For customers who need CA Wily Technical Support can visit:
http://www.ca.com/us/content/campaign.aspx?cid=189774
where they can find our Technical Support Contact Phone #’s or log into their online accounts for:
– CA Wily Technical Support
– CA Wily Customer Community
Customer Support Telephone, and/or email support regarding the use and deployment of the software from 9:00 a.m. to 5:00 p.m. in the Licensee’s local time zone, Monday through Friday (excluding CA Wily holidays).
During this time you are entitled to unlimited calls to the Technical Support line:
Toll-Free U.S.: 1 888 GET WILY ext. 1
U.S.: +1 630 505 6966
Latin America +55 11 5503 6167
Europe: +44 (0)1753 242763
Asia-Pacific: +81 3 6868 2300
Toll-Free Japan: 0120 974 580
24×7 Support for critical incidents (production down)
Online Support Incident submittal and tracking
Access to the online CA Wily Knowledge Base
Support for 4 designated employees of Licensee (“Designated Licensee Contacts”)
Generally commercially released code corrections, patches, updates, Major Releases and Minor Releases of the same Software product(s) as licensed by Licensee
Thank you!
I wonder why the documentation on Wily/Introscope is not available easily. I have spend almost half a day googling for docs on how to integrate with data from Wily and seems there is no documentation in public domain. Not very encouraging news from big vendor “CA”
Not just a problem with CA — Also with HP, BMC, and even F/OSS vendors like GroudWorks, etc..
SAD!!