ibm managed support servicesibm managed support services an integrated approach to streamline...
TRANSCRIPT
| May 19, 2010
IBM Maintenance and Technical Services
© Copyright IBM Corporation 2010
Technical Workshop
IBM Managed Support Services An Integrated Approach to Streamline
Support for Your Entire Multi-Vendor IT
Environment
MAY 2010
Technical Workshop | May 19, 20102
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Common Support Issues In a multi-vendor IT environment,
� Establishing – and achieving – consistent service levels in a multi vendor IT environment
� Determining the cause of problems : Hardware? Software? Both? Who do we call?
� Keeping end users happy
� Running a responsive, effective help desk
� Meeting service cost objectives
� Managing growth and change
Technical Workshop | May 19, 20103
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Difficulties In Managing Across non-integrated silos
� Multiple service providers
� Multiple contracts and invoices
� Fragmented delivery and managementof performance tracking and reporting
� Geographically dispersed locations
� Multiple maintenance processes – no single point of contact for service requests, status, issue escalation and resolution
� Individual departments providingcomponent support of overall process
� Keeping current with the latest fix levels
Service Delivery Inventory Billing Contracts
Business Environment
Technical Workshop | May 19, 20104
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Realizing business value through IBM Managed Suppor t Services - managed technical support
� Managed Technical Support provides:
- a single point of contact and accountability therefore faster problem resolution in supporting multivendor products and peripherals
- delivers a consistent and simplified service delivery model and business process. (invoice , contracts, reports and reviews)
- A solution tailored to your business objectives and availabilityrequirements
� Using an integrated approach to streamline your support IBM help customers
- Transfer the IT management burden by minimizing downtime — even improve availability — via proactive reporting and analysis
- Reduce the cost of maintenance, service and support and improve business operations
- Free your IT staff to focus on high-priority , revenue-generating activities , and helping your organization to stay competitive
Technical Workshop | May 19, 20105
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Anticipated benefits from a total support solution aligned with your business requirements
Faster problem determination and
resolution
Consistent service levels across your enterprise
Reduction of downtime Lower operating costs and reduced administrative burden
Increased end-user satisfaction
Greater flexibility with scalable support
Technical Workshop | May 19, 20106
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
IBM Managed Technical Support Services provides a s ingle focal point and a single contract for technical support…enterprisew ide, worldwide
� Hardware & Software Delivery Management� Availability Management� Change Management� Electronic Link Option� Vendor Management� Inventory Management� Reports and reviews� Tailored Invoicing� Warranty Management
Management Services
Multivendor Software ServicesMultivendor Hardware Services
� Basic software installation and usage support
� Standard and advanced software support solutions
� Hardware warranty (break/fix) and maintenance
� Moves, adds, changes
� Time and material services
���� PC servers ���� Mid-range and UNIX® servers ���� High-end processors ���� High-end storage ���� Printers ���� Network equipment ���� POS ���� Banking/ATM ���� Kiosks
���� Operating systems (Microsoft®, Linux®, IBM, Sun, HP, other) ���� VMWare ���� Networks ���� Desktop end-user software
Technical Workshop | May 19, 20107
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Why IBM? In a few words….
Our people
� Leading Support expertise
- 197,000-plus IBM Global Services Employees in more than 170 countries around the world
- In-depth training and skills enhancement
- Access to specialists and engineers locally and internationally
� Client relationships built on trust – IBM has always been there and understand your pains and challenges
Our support processes and tools
� Integrated service delivery model
� Virtually unparalleled support infrastructure
- Proprietary knowledge bases and Collection of Best Practices
- Leading-edge automation and tools
- Strong Relationship with major equipment suppliers and
service providers worldwide
� Extensive global reach
Technical Workshop | May 19, 20108
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Remote Monitoring� Call home feature
� Remote diagnostics
Clients� Electronic access
� Self-service
� 800-IBM-SERV
� Electronic problem submission
Remote Support Centers� Problem determination
� Technical action plans
� Problem resolution
IBM Service Rep� Wireless communications
� Service call reporting
� Parts ordering
� Tech info
� Education
WW Service Databases� Account information
� Product information
� Service applications
� Problem history
� Installation planning
Response Coordination� Service rep availability
� Call assignments
� Skill profiles
� Entitlement
IBM technical support infrastructure integrates people and processes end-to-end, from problem report to resolution
Available on selected IBM server and storage products
WW Parts Management System� Service parts supply chain expertise� Parts planning and procurement
� Logistics� Reutilization� Inventory
optimization
Service Delivery Planning� Product support planning
� Maintenance package effectiveness
� Serviceability requirements
� Client call history
� Performance monitoring
Product Information
TSKBSSystems
PTF's/ APAR's
Technical Pubs.
Cust Profile DB
Users Status Data
EntitlementDB
Diagnostics DB
Technical Workshop | May 19, 20109
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
IBM MALAYSIA MAINTENANCE AND TECHNICAL SUPPORT SERVICES CALL PROCESS
CUSTOMERS
1800-88-8558Regional Contact Center
Assign engineers
Regional Support CenterSMEs, Specialists
Resolve problem & work with on-site country team
Field Engineers – Tools and Parts
Parts Mgmt System Management supportEscalation process
Technical Workshop | May 19, 201010
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
IBM MALAYISA MAINTENANCE AND TECHNICAL SUPPORT TEAM
� KLANG VALLEY MAINTENANCE AND TECHNICAL SUPPORT TEAM
- Services engineers – 219
NON KLANG VALLEY TEAM
- Kangar – 1 - Kuantan – 2 - Kerteh - 1
- Alor Setar – 2 - Johor -6
- Penang- 9 - Kota Kinabalu - 3
- Seberang Jaya – 2 - Labuan - 2
- Ipoh -2 - Sandakan - 1
- Taiping -1 - Tawau - 1
- Seremban – 2 - Miri - 1
- Melaka – 2 -Sibu - 1
- Kota Bharu – 1 - Kuching – 3
- Kuala Terengganu – 1 - Brunei - 3
Technical Workshop | May 19, 201011
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
� Perform due diligence on your target IT environments
� Design a managed support solution tailored to meet your unique business requirements
� Transition by platform or by location to ongoing steady-state management by IBM
� Continuously improve the solution to help deliver the best support at the best price on an ongoing basis
IBM methodology for managed technical support
IBM methodology for Managed Technical Support
MM&SS Solution Overview
Identify &
Prioritize Paint
Points
,
Phase 3
Detail DesignDevelop
TransitionPhase
Platform 1, 2, 3, n
Location 1, 2, 3, n
Phase 4 Deliver Service
Ongoing operations
Manage DeliveryManage Delivery
Phase 0
MTSSS Workshop
Identify &
Prioritize Pain
Points
Due Diligence & Design Solution Phases
Phase 2
Assessment
Strategy
Solution
Design Solution
Asset Inventory
ProposalService Delivery
Contract Management
Billing Management
Phase 1
Assessment
Strategy
Solution
Due Diligence
Asset Inventory
ValidationService Delivery
Contract Management
Billing Management
AssessmentTo Be Model
Proposal
ASSESSASSESS PLANPLAN DESIGNDESIGNIMPLEMENTIMPLEMENT RUNRUN
Technical Workshop | May 19, 201012
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
THANK YOU
13
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
BNM, Al-Rahji, Air Asia, JIM, The Royal Bank, AmBan k and more…
Some IBM-MVS Clients
Technical Workshop | May 19, 201014
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Ipoh
Penang
Kuantan
Johor Baru
KLANG VALLEY
Butterworth
A.Setar K.Bharu
K.Terengganu
Seremban
Taiping
Melaka
Batu Pahat
Kuching
Kota Kinabalu
Miri
Labuan
Bintulu
Sandakan
Tawau
24hrs
1 800 88 8558 Single Point of Contact
For Hardware and Software post-sales services
BRUNEI
MALAYSIA
24HOURS
Manager & Engineers on standby 24 hours
Remote Support Facilities- ECS, RETAIN- PHONE- INTERNET
Parts backup from AP countries- Normal/Emergency Order- Handcarry
REMOTE LOCATIONS
Our infrastructure covers the whole country with ov er a Our infrastructure covers the whole country with ov er a hundred engineers at your servicehundred engineers at your service
RUSSIACANADA
UNITED STATES
MEXICO
CHINA
MONGOLIAKAZAKHST AN
INDIA
UZBEKISTAN
KYRGYZSTANTAJIKISTAN
NEPALBHUTAN
BANGLADESH
BURMAVIETNAM
THAILAND
LAOS
CAMBODIA
MALAYSIA
INDONESIAPAPUA NEW GUINEA
AUSTRALIA
NEW ZEALAND
GUATEMALA
HONDURAS
BELIZE
EL SALVADORCOSTA RICA
PANAMA
DOMINICAN REPUBLIC
CUBAHAITI
VENEZUELA
COLOMBIA
ECUADOR
PERU
BOLIVIA
GUYANASURINAME
FRENCH GUIANA
BRAZIL
ARGENTINA
CHILE
PARAGUAY
URUGUAY
JAPAN
NORTH KOREA
SOUTH KOREA
PHILIPPINES
TAIWAN
TURKMENISTAN
AFGHANISTAN
PAKISTAN
NICARAGUA
J AMAICA
Technical Workshop | May 19, 201015
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Technical Workshop | May 19, 201016
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
L
Technical Workshop | May 19, 201017
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation
Technical Workshop | May 19, 201018
IBM Maintenance and Technical Support
© Copyright IBM Corporation 2010
� IBM Corporation