Where IBM Cognos Clients Can Go to Get Questions Answered (Part 1)

Where IBM Clients Can Go to Get Questions Answered Part 1
December 10th, 2020

Are you a Cognos or TM1 administrator that inherited IBM Cognos?  Maybe you took a new job, and the company uses IBM Analytic solutions, but you don’t even know what IBM Cognos licenses you own, what IBM Cognos functionality is included in your licenses or how to get answers from IBM?  You are not alone.  In this post we will share where IBM Cognos clients can go to get questions answered. 

The first step is to understand the IBM structures, then where to go to get your questions on Cognos licenses, functionality, support renewal and technical issues answered.  This is part 1 of a 2 part, Where IBM Cognos Clients Can Go to Get Answers series.  In part one we will cover IBM Cognos licensing, IBM Cognos functionality and IBM support renewals.  In part 2 of this series, we address how to get technical issues addressed.  (Link to part 2 coming soon!)

Understanding IBM Structures

Before we dive into where to get specific IBM Cognos, Planning Analytics/TM1, SPSS or Controller questions answered, it helps to understand how IBM is structured.  Every IBM client has many IBM representatives assigned to them, and to add to the confusion IBM rotates their teams like the wind. Here are the basics on the IBM structure, but this too can change.

1. IBM Analytics Software Sales Representatives -

The title for the IBM sales rep has changed many times over the years but basically there are people whose job is to sell you additional IBM Cognos licenses and upgrades.  They will say they are there to support you and see you successful, but they are compensated on selling additional IBM Cognos licenses.  They have varying degrees of knowledge, but few really know the software.  However, they are a good source to go to understand what you own, and what upgrades are available.  But remember their goal is to sell you the latest and greatest IBM Cognos licenses.

The IBM Analytics software reps are divided down further by market segment which IBM classifies as IBM Led (the really big companies), Co-Led (typically larger companies) and Business Partner Led (mid-market clients that they want the partner channel to serve).  Over the years IBM has expanded companies they classify as Mid-Market because they are committed to serving these clients and have realized that Business Partners like Lodestar Solutions are better equipped to handle mid-market clients.  This initiative started in 2010, to learn more check out this CIO article.

IBM separated their clients into industry segments as well.  Within the above segments they have IBM Cognos industry specific reps.  Over time IBM changes course on this and sometimes segments clients by geographic territory but for now they have industry focused reps.  But do not get too excited, I still can’t figure out what belongs in each segment.  Recently I was speaking with a professional services firm that IBM classified as the communication industry. 

Where to go if you have IBM Cognos Licensing or IBM Cognos Functionality Questions?

Where should you go if you have a question on your current licenses, or functionality of IBM Cognos or TM1?  Well, you can try to find your sales rep, or you can reach out to Lodestar Solutions.  As a certified IBM Business partner, Lodestar Solutions will not only help you find your IBM assigned Cognos rep, but we will even provide you with a complimentary, “What the Heck Do I Own” session where we discuss your specific IBM Cognos licenses and IBM Cognos functionality.  If you want to find out who your IBM Cognos Analytics rep is and schedule a licensing discussion just email us at Sales@lodestarsolutions.com and we will find your rep for you.

2. IBM Renewal Representatives –

In addition to an IBM sales representative, every IBM Cognos Planning Analytics/TM1, Cognos Analytics/BI, SPSS and Controller client is also assigned an IBM renewal representative.  It’s the renewal representative’s job to make sure you renew your support on-time.  The support rep is not normally knowledgeable in IBM Cognos licensing or IBM Cognos functionality.  The renewal team handles a huge volume of accounts at once and again it is not uncommon for IBM to move their territories around.  So, it can be challenging to find out who your assigned renewal rep is. 

The first place to look is on your last IBM Cognos support renewal bill from IBM, but don’t be surprised if that person is no longer assigned to your account. 

Where to go if you Have IBM Cognos Support Renewal Questions?

If you have questions on your IBM Cognos support renewal bill like, “why did my IBM renewal cost increase 10% over last year?” or “what functionality do my Cognos licenses have?” Lodestar Solutions is happy to help.  We can connect you with the correct renewal rep, answer your IBM Analytic licensing and functionality questions, and help get you the best price on IBM support.  What makes us unique is we understand renewals, licensing and functionality.  Additionally, we implement the solutions so it’s like one stop shopping.  Just email us at renewals@lodestarsolutions.com

You also might want to check out our blogs on renewals such as
Save money on IBM Support Renewals.

 At Lodestar Solutions, we are here to serve.  We hope you now know, Where IBM Cognos Clients Can Go to Get Questions Answered.  But we can make it even easier.  Just contact us at Sales@lodestarsolutions.com.

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