Biographical Sketch: Ralph is the IBM Senior Technical Staff Member responsible for IBMs Messaging Serviceability & Support Strategy. He works in IBM Hursley's Development Laboratory in the UK with a specialisation on serviceability and things that affect customer systems namely RAS (Reliability, Availability and Serviceability). He spends much of his time working on ways to improve Problem Determination and as a senior member of the IBM SWG Council for the Advancement of Cross-product Serviceability he helps many products across the IBM portfolio improve their ability to diagnose issues reducing customer downtime.