tss offering flipbook v2.0 (build 20150227)
TRANSCRIPT
V2.0(Build 20150227)
MVS
HWMA
WSU / MSU
Support Line
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
© 2014 IBM Corporation
Technical Support ServicesOffering Flipbookfor TSS Sale and Delivery
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Three steps to find the right solution ... Solution Finder
by task:SolutionSoftwareby topic: FSDRMCTSCRRCHardwareGeneral
UNDERSTANDthe client business and needs
What is the client doing today and why? (i.e. How is the client operating his IT Infrastructure?) Why is the client doing it today in that way? What does the client would like to do and need? What does the client expect from a support provider (from us)?
EXPLORE Options and Explore
What would you personally recommend and do differenty? Why would you do it differently?
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Step 2 – identify the solution (at the right) for related pain points
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
Step 3 – Open an opportunity
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Step 0 - How to identify an opportunity?
Use the Client Value Methode:
Ask the following questions related to your specific task:
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Three steps to find the right solution ...
Open an opportunity in Discover New Service Opportunity (DNSO): https://w3-01.ibm.com/services/projects/wse/dnso/dnso02.nsf/ Use this manual to get familiar with the DNSO tool : How to manual
Step 3 – Open an opportunity
Step 2 – identify the solution (at the right), for hardware related pain points
Client need support for a machine not covered by an IBM maintenance contract for defect support … HWMA
Client need support for a machine not covered by an IBM maintenance contract to download a firmware … HWMA
Client need a higher service level than the standard warranty terms to i.e. get support at weekends … WSU / MSU
Client wants IBM to replace Customer Replaceable Units (CRU) … WSU / MSU
Client needs support for non-IBM devices ... MVS
Client is unhappy with his current support provider for non-IBM devices … MVS
Client would like to have one Service Provider for all devices … MVS
Client needs fast problem resolution to maximize availability … CS
Client needs to keep replaced parts containing sensitive data for security and confidentiality HDR
Client asks for a recommendation which firmware / microcode to install in the environment … TMS
Client faced an incident / outage due to an old or wrong firmware / microcode … TMS
Client had general Storage system configuration issues, which could have been avoided PSC
Client had general Storage system issues, which could have been avoided with a proper system management PSC
Solution Finder
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
by task:SolutionSoftwareby topic: FSDRMCTSCRRCHardwareGeneral
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Three steps to find the right solution ...
Open an opportunity in Discover New Service Opportunity (DNSO): https://w3-01.ibm.com/services/projects/wse/dnso/dnso02.nsf/ Use this manual to get familiar with the DNSO tool : How to manual
Step 3 – Open an opportunity
Step 2 – identify the solution (at the right), for software related pain points
Client need support for a software not covered by an IBM maintenance contract to get defect support … SWMA
Client need to get access to software updates ... SWMA
Client asks for Support on non-IBM Operating Systems like Windows, Linux or VMWare … Support Line
Client needs How-To Support / has questions which are related to product usage and configuration of his products Support Line
Client has problems to understand the manual or to follow instructions … Support Line
Client need How-To Support … ETS
Client request cross platform analysis of his IT Environment … ETS
Client asks for a named focal point in the support for coordinating critical incidents … ETS
Client asks for regular information related to his IT environment … ETS
Client received the Technical Advisor service during warranty for free and wants to get continuous support ... TA
Client has a need for deep technical advises for his storage infrastructure (SONAS, XiV, ProtecTier) ... TA
Client had general configuration issues with his AIX, PowerVM or PowerHA systems … PAA
Client had general issue with his AIX, PowerVM or PowerHA systems … PAA
Client has large LOGRECs and difficulties to analyze all events … PLA
Solution Finder
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
by task:Solutionby topic: FSDRMCTSCRRCHardwareGeneral Software
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Three steps to find the right solution ...
Open an opportunity in Discover New Service Opportunity (DNSO): https://w3-01.ibm.com/services/projects/wse/dnso/dnso02.nsf/ Use this manual to get familiar with the DNSO tool : How to manual
Step 3 – Open an opportunity
Step 2 – identify the solution (at the right), for environment related pain points
Client is operating a SAP HANA appliance and wants to get an integrated support for the hardware and software SAP HANA
Client is unsatisfied with the existing support model for the SAP HANA system SAP HANA
Client needs one vendor being responsible overall for all service level expectations. MTSS
Client needs simplified processes for all service requests. MTSS
Client needs an Inventory, reporting and invoice management. MTSS
Clients needs to move the support and operation from a box-centric model to an IT infrastructure model EAM
Client has a critical outage with a huge business impact, which required a redesign of the maintenance strategy EAM
Solution Finder
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
by task:Softwareby topic: FSDRMCTSCRRCHardwareGeneral Solution
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Three steps to find the right solution ...
Open an opportunity in Discover New Service Opportunity (DNSO): https://w3-01.ibm.com/services/projects/wse/dnso/dnso02.nsf/ Use this manual to get familiar with the DNSO tool : How to manual
Step 3 – Open an opportunity
While you are opening a service ticket for a client and perform the entitlement check, verify the following conditions to identify an opportunity:
Step 2 – identify a solution (at the right), while performing a Request Receipt Center activity
Solution Finder
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
Client request support for a machine not covered by an IBM maintenance contract for defect support … HWMA
Client request support for a machine not covered by an IBM maintenance contract to download a firmware HWMA
Client request a higher service level than the standard warranty terms to i.e. get support at weekends … WSU / MSU
Client request fast problem resolution due to critical business interruption … CS
Client request support for a software not covered by an IBM maintenance contract to get defect support … SWMA
Client request to get access to software updates ... SWMA
Client request support for non-IBM Operating Systems like Windows, Linux or VMWare … Support Line
Client request a named focal point to coordinate a critical incidents … ETS
by task:SolutionSoftwareby topic: FSDRMCTSCRRCHardwareGeneral
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Three steps to find the right solution ...
Open an opportunity in Discover New Service Opportunity (DNSO): https://w3-01.ibm.com/services/projects/wse/dnso/dnso02.nsf/ Use this manual to get familiar with the DNSO tool : How to manual
Step 3 – Open an opportunity
Step 2 – identify a solution (at the right), while performing a Technical Support Center activity
Solution Finder
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
While you are working on service ticket verify the following conditions to identify an opportunity:
Technical Support Center – Hardware Identify support gaps and potential solutions by using the Hardware tab at the top
Check which support contract is required to fix a problem If the system is under warranty only, ask the client if he needs continuous support post warranty Check general machine conditions to identify further opportunity potentials
(i.e. used microcode level, system healthiness)
Technical Support Center – Software Identify support gaps and potential solutions by using the Software tab at the top
Check which support contract is required to fix a problem Check general software conditions to identify further opportunity potentials
(i.e. used software level, system healthiness, general error log entries and handlings by the client)
by task:SolutionSoftwareby topic: FSDRMCRRCHardwareGeneral TSC
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Three steps to find the right solution ...
Open an opportunity in Discover New Service Opportunity (DNSO): https://w3-01.ibm.com/services/projects/wse/dnso/dnso02.nsf/ Use this manual to get familiar with the DNSO tool : How to manual
Step 3 – Open an opportunity
While you are coordinating the required resources and parts for a support activity, verify the following conditions to identify an opportunity:
Step 2 – identify a solution (at the right), while performing a Resource Management Center activity
Client request a higher service level than the standard warranty terms to i.e. get support at weekends … WSU / MSU
Client request IBM to replace Customer Replaceable Units (CRU) … WSU / MSU
Client request fast problem resolution due to a critical business interruption … CS
Client request to keep replaced parts containing sensitive data for security and confidentiality HDR
Client request a named focal point to coordinate a critical incidents … ETS
Solution Finder
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
by task:SolutionSoftwareby topic: FSDTSCRRCHardwareGeneral RMC
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
PLA
TA
Hardware, if the client pain point is related to hardware support Software, if the client pain point is related to software suppoort Solution, if the client pain point is related to the environment
Step 1 – Select (at the top) the topic, the client pain point belongs to or the task you are working at
Three steps to find the right solution ...
Open an opportunity in Discover New Service Opportunity (DNSO): https://w3-01.ibm.com/services/projects/wse/dnso/dnso02.nsf/ Use this manual to get familiar with the DNSO tool : How to manual
Step 3 – Open an opportunity
Step 2 – identify a solution (at the right), while performing a Field Service Delivery activity
Solution Finder
RRC, if you are working in the Request Receipt Center TSC, if you are working in the Technical Support Center RMC, if you are working in the Resource Management Center FSD, if you are working in the Field Service Delivery
While you are performing contracted support activities verify the following conditions to identify opportunities:
For All Collect general support needs from the client (Ask: „What do you expect and need from a support provider“)
Identify support gaps by verifying the contracted vs. expected support services Ask the client how satisfied they are with the support from other vendors compared to the support from IBM
Ask yourself: „What would you do differently? What would you recommend the client to do?“
System Service Representative, Account Technical Representative - specific Check general machine conditions to identify opportunity potentials from as many machines as possible
(i.e. used microcode level, system healthiness) Use the Hardware tab at the top to identify potential service offerings
IT Specialists, Account Technical Representative - specific Check general software conditions to identify further opportunity potentials from as many systems as possible
(i.e. used software level, system healthiness, general error log entries and handlings by the client) Use the Software tab at the top to identify potential service offerings
Client Availability Leader, Project Manager - specific Validate existing support processes to identify opportunity potentials Use the Solution tab at the top to identify potential service offerings
by task:SolutionSoftwareby topic: RMCTSCRRCHardwareGeneral FSD
V2.0(Build 20150227)
Support Line
MVS
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
GTMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Hardware Maintenance Services
IBM Hardware Maintenance is a post-warranty offering, which provides continuity of service for post warranty is the foundation for enhanced services helps clients achieve timely problem resolution
The base maintenance service associated with machine type/model is defined by a combination of: The applicable Service Delivery Method (SDM) A target Response Time Period of coverage in days per week and hours per day
Offering - overview
Access to a knowledge pool of support specialists Provide hardware defect support for IBM products Help minimize costly downtime and protect against outages Provides access to IBM Intellectual Property
(i.e. Firmware updates) Provides capabilities for automated monitoring and service
ticket opening („Call Home“ functionality) Enable accelerate recovery
Value for the client
Client asks for support for a machine not covered by an IBM maintenance contract
client needs defect support client wants to download a firmware / microcode
Trigger Events
Contacts
All collaterals, pricing and further information are posted on Sales One: IBM Hardware Base maintenance
Further information
HWMA
Platform Indicator
System z Power Storage non-IBM
X X X
DACH: Stephan Girmond/Germany/IBMNORDIC: Gert Skovborg Kristensen/Denmark/IBMUKI: Andy Rowan/UK/IBMBENELUX: Carla T Kox/Netherlands/IBMFRANCE: Carmelo Quartarone/France/IBMITALY: Riccardo Bonalumi/Italy/IBM SPGI: Javier Rodriguez Zamora/Spain/IBMCEE: Peter Michalko/Slovakia/IBMMEA: Quartus Malan/South Africa/IBM
V2.0(Build 20150227)
Support Line
HWMA
MVS
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Warranty Service Upgrade (WSU) and Maintenance Service Upgrades (MSU) enhance the level of service from the base service offered during warranty and post-warranty respectively for a given machine type/model. Upgrade service delivery method : entitlement to full onsite
part replacement of customer replaceable units (CRU) by IBM. Higher level of target response time (next day to same day) Extend coverage hours (5x9 to 7x24) Client can tailor the service level to his needs
Offering - overview
ensured support for required business hours reduced local efforts as Customer Replaceable Units will be
installed by IBM specialists
Value for the client
Client has a need for higher service level than the standard warranty terms to i.e.
get support on weekends (WSU 7x24) get replacements done by IBM for Customer Replacable
Units (CRU)
Trigger Events
Contacts
All collaterals, pricing and further information are posted on Sales One: Warranty service upgradeSales One: Maintenance Service UpgradeSales One: Warranty and Maintenance Option
Further information
WSU / MSU
Warranty & Maintenance Service Upgrade (WSU/MSU)
Platform Indicator
System z Power Storage non-IBM
X X X
DACH: Stephan Girmond/Germany/IBMNORDIC: Gert Skovborg Kristensen/Denmark/IBMUKI: Andy Rowan/UK/IBMBENELUX: Carla T Kox/Netherlands/IBMFRANCE: Carmelo Quartarone/France/IBMITALY: Riccardo Bonalumi/Italy/IBM SPGI: Javier Rodriguez Zamora/Spain/IBMCEE: Peter Michalko/Slovakia/IBMMEA: Quartus Malan/South Africa/IBM
V2.0(Build 20150227)
Support Line
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Multi-vendor Support Services (MVS)
Maintenance Services for non-IBM Products offer customized services to help simplify the complexity of managing maintenance within clients multivendor environment. single price, single contract and single invoice for IBM and non-
IBM systems End to end support covering the entire data center(IBM & non
IBM) : network, Servers, Storage, Cloud Consolidated performance tracking and reporting Transition management services (OEM storage, servers to IBM
world) Project management for integrated maintenance activitiesIBM provides a single point of contact and support for a comprehensive solution that helps optimize clients investments.
Offering - overview
Single point of contact, one problem owner and one contract Significant lower maintenance cost with higher SLAs and
efficiency Reduced local efforts for procurement and IT operation team
Value for the client
primary target clients are clients with a current IBM inventory client is unhappy with his current support provider client would like to have one Service Provider for all brands. client needs to renew his contract within 8 months clients non-IBM inventory is >3 years old (servers and storage)
Not looking for OS support as their systems are stable clients having a large wintel servers install base (high SLAs) clients who are not having on going development projects on
their systems (in terms of: SW and HW Upgrade or Expansion) clients where STG are trying to displace Oracle/HP the clients networking inventory is mainly composed but not
limited to Cisco, Juniper, Avaya, ADVA , F5, Riverbed, Polycom equipment
Trigger Events
Contacts
All collaterals, pricing and further information can be found at: Wiki: Multivendor ServicesSales One: Maintenance for non-IBM productsInternet: Maintenance for non-IBM products
Further information
IBM as a leading service provider, with proven structures and capabilities available 24 x 7 (Same support structure used for non-IBM systems as for IBM machines)
Broad product know how, due to world wide support capabilities
MVS support is already provided to huge number of clients including all Strategic Outsourcing clients
Why IBM
MVS
Platform Indicator
System z Power Storage non-IBM
X
DACH: Rainer Knoll/Germany/IBMNORDIC: Jimmy Kristensen/Denmark/IBMUKI: Helen Edwards/UK/IBMBENELUX: Marco Kerkhof/Netherlands/IBMFRANCE: Jean-Marc Stoller/France/IBMITALY: Claudio Re/Italy/IBMSPGI: Massimiliano Monico/Spain/IBMCEE: Pawel Remiszewski/Poland/IBMMEA: Asad A Khan/United Arab Emirates/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Software Maintenance (SWMA)
IBM Software Maintenance is a remotely delivered support service to help diagnose and
resolve common problems with operating systems and application software on IBM and specific non-IBM products
one-stop access to highly-skilled IBM specialists with direct links to both IBM and vendor skilled development labs to help ensure swift problem resolution
Expert technical support for routine and business critical “severity 1” issues
IBM is a single source of support for a broad range of technical support issues thereby reducing the need for internal client resources skilled in system and software implementation allowing the client to concentrate on day-to-day business projects
Offering - overview
Access to a knowledge pool of support specialists Enhanced software availability by delivering timely problem
resolution Ability to upgrade to the latest eligible software Flexible and easy way to purchase SWMA, consolidating
multiple systems and offering multiyear options in a combined rolling contract.
Value for the client
Need to increase availability Increase system availability while not losing or slowing
down end user and client accessibility Increase availability to decrease risk
Need to reduce costs Shrinking IT budgets put a new level of focus on your IT
departments ability to take-on new projects while tasked with the existing mission-critical ones.
need to protect your budget without impacting your mission-critical production applications
Speed return on investment while driving productivity
Trigger Events
Contacts
All Collaterals, pricing and further information are posted on Sales One: IBM Software MaintenanceEMEA Community: Software Maintenance (SWMA) EMEA
Further information
SWMA
Platform Indicator
System z Power Storage non-IBM
X X
DACH: Lutz H Stoeber/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Stella M Burton/UK/IBMBENELUX: Roesja E Willemsen-Achterberg/Netherlands/IBMFRANCE: Khalida Derkaoui/France/IBMITALY: Concettina Salerno/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Katerina Moravkova/Czech Republic/IBMMEA: Katerina Moravkova/Czech Republic/IBM
V2.0(Build 20150227)
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Support Line (SL)
Provides support for those operating systems and associated products that are not available with the Software Maintenance like Windows, Linux, VMware, Storage, System z
Support Line offers remote assistance and answers to usage and installation questions product compatibility and interoperability questions interpretation of product documentation
Offering - overview
Reduced operational environment downtime and enhanced availability.
Reduced cost of supporting the IT environment Support is available 24x7 for business critical issues. Helps speed resolution with a single vendor taking ownership
from initial problem report through resolution
Value for the client
Client asks for Support on non-IBM Operating Systems like Windows, Linux or VMware
Client needs How-To Support / has questions which are related to product usage and configuration of his products
Client has problems to understand the manual or to follow the instructions
Client wants to get support from a single vendor taking ownership – HW and SW support in one responsibility
Trigger Events
Contacts
All collaterals, pricing and further information are posted at: Wiki: Support Line
Further information
Platform Indicator
System z Power Storage non-IBM
X X X X
Why IBM
IBM support personnel is cross-trained in Linux/Windows operating systems, IBM server hardware and IBM storage
Experience with VMware integration problems related to SANs Competitive pricing, support groups allow clients flexibility Unlimited calls, unlimited callers, unlimited hours of support HW and SW Support available from IBM, taking ownership
All collaterals, pricing and further information are posted at: Wiki: Support Line
DACH: Stephan Girmond/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Andy Wright/UK/IBM BENELUX: Peter P Van T Land/Netherlands/IBMFRANCE: Bertrand Auble/France/IBMITALY: Antonio Varra'/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Barnabas Misanik/Slovakia/IBMMEA: Ahmed Bazaraa/Egypt/IBM
Support Line
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Committed Services (CS)
Offering - overview
service level options tailored to client business needs Helps to provide rapid problem resolution, improving hardware
availability across complex IT infrastructures Helps to save costs by reducing lost productivity
Value for the client
Client needs rapid problem resolution to maximizes availability. Client needs to reduce cost by minimizing lost IT productivity Client needs customized Service Level Agreements Client needs to optimized delivery structure to fulfill service
obligations
Trigger Events
Contacts
All collaterals, pricing and further information are posted at:
(Prerequisite: valid HWMA or warranty)
Further information
Committed Services is an offering which significantly enhances IBM Hardware Support and Multi Vendor Support. Service levels Options currently available within the Committed Services portfolio include: guaranteed fix time guaranteed response on site guaranteed response
on site with parts guaranteed response by phone
CommittedServices
Platform Indicator
System z Power Storage non-IBM
X X X X
DACH: Stephan Girmond/Germany/IBMNORDIC: Gert Skovborg Kristensen/Denmark/IBMUKI: Andy Rowan/UK/IBMBENELUX: Carla T Kox/Netherlands/IBMFRANCE: Carmelo Quartarone/France/IBMITALY: Riccardo Bonalumi/Italy/IBM SPGI: Javier Rodriguez Zamora/Spain/IBMCEE: Peter Michalko/Slovakia/IBMMEA: Quartus Malan/South Africa/IBM
STANDARD
OFFERINGS
Contact Time Onsite Response with
parts
Committed Fix Time
Response Time 2H 4H 6H8H
12H
24H
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Hard Drive Retention (HDR)
For clients that want to retain failed hard drives that contain highly sensitive data, rather than having to return them to IBM as used returnable parts or purchasing the failed drives at their retail price.
The hard drive retention option is available for IBM System i, System p, System x and System z platforms as well as IBM storage products.
Unlike competitive services, the hard drive retention option is a reasonably priced enhancement to product warranty and maintenance service agreements.
Offered as an annuity contract available during warranty or post-warranty periods on IBM server and storage products
simplifies asset tracking, depreciation and budget planning by embedding hard drive retention into the support expense.
Offering - overview
Keeps highly sensitive data in house, supporting compliance with security and privacy laws
Integrates data security compliance into system support processes
Simplifies asset tracking, depreciation and budget planning by embedding hard drive retention into the support expense
Value for the client
Client has sensitive IT information stocked on disks. Client needs to keep old parts containing data after
maintenance action for security and confidentiality. Client needs to keep highly sensitive data in house, supporting
compliance with security and privacy laws
Trigger Events
Contacts
All collaterals, pricing and further information are posted at:Sales One: Maintenance enhancement - hard drive retention option
(Prerequisite: valid HWMA or warranty)
Further information
Hard Drive Retention
Platform Indicator
System z Power Storage non-IBM
X X X
DACH: Stephan Girmond/Germany/IBMNORDIC: Gert Skovborg Kristensen/Denmark/IBMUKI: Andy Rowan/UK/IBMBENELUX: Carla T Kox/Netherlands/IBMFRANCE: Carmelo Quartarone/France/IBMITALY: Riccardo Bonalumi/Italy/IBM SPGI: Javier Rodriguez Zamora/Spain/IBMCEE: Peter Michalko/Slovakia/IBMMEA: Quartus Malan/South Africa/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Enhanced Technical Support Services deliver an integratedsupport with fast and committed response times and proactive services. Proactive services
Reports, analysis, and advices aimed to maximize the availability across client’s HW & SW IT infrastructure
Installation, usage and configuration remote assistance SAN & Storage Maintenance Level Check-up
Integrated service Designated technical team for each client’s organization single point of contact and accountability for clients'
support needs. Integrated, cross-brand and cross-platform support
Rapid response committed response time of 30 minutes for Severity 1
conditions faster response times for non-critical incidents
For general business (small and medium) clients a low price option is available Power Systems (i, p): ETS Gateway
proactive services are provided through a web portal
Offering - overview
resilient infrastructure with minimized risk of disruption Maximized availability of complex IT infrastructures Proactive advice and guidance to pre-empt problems Timely access to collective IBM expertise and support Rapid, onsite software support for emergency situations An effective way of managing TCO and unlocking resources
Value for the client
Client needs How-To Support Client requests cross platform analysis in his IT Environment Client asks for a named focal point in the Support for the
important incidents Client asks for regular information about his IT environment Client deployed a business critical application Client faced several critical outages or experienced performance
issues
Trigger Events
contacts
All collaterals, pricing and further information are posted at:Wiki: Enhanced Technical Support - "2011 Edition”
(Prerequisite: valid HWMA or warranty, SWMA contract)
Further informationETS
Enhanced Technical Support (ETS, ETS Gateway)
Platform Indicator
System z Power Storage non-IBM
X X X X
DACH: Stephan Girmond/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Andy Wright/UK/IBM BENELUX: Peter P Van T Land/Netherlands/IBMFRANCE: Bertrand Auble/France/IBMITALY: Antonio Varra'/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Barnabas Misanik/Slovakia/IBMMEA: Ahmed Bazaraa/Egypt/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
Technical Advisor for Storage
Offering - overview
Increased IT-staff efficiency through support-process protocols and high-severity problem management
Faster resolution and more effective support process to manage complex problems
In-depth knowledge to help increase internal resource availability
Value for the client
Client received the Technical Advisor service during warranty for free and wants to get continuous support
Client has a need for deep technical advises for his storage infrastructure (SONAS, XiV, ProtecTier)
Trigger Events
DACH: Dejan Nikolic/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Andy Wright/UK/IBM BENELUX: Peter P Van T Land/Netherlands/IBM FRANCE: Bertrand Auble/France/IBMITALY: Antonio Varra'/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Barnabas Misanik/Slovakia/IBMMEA: Ahmed Bazaraa/Egypt/IBM
Contacts
All collaterals, pricing and further information are posted at: Wiki: Technical Advisor for Storage
(Prerequisite: valid HWMA or warranty, SWMA contract)
Further information
Our service is designed to:
Provide continued technical-advisor
assistance to help improve storage
availability and reduce high-severity
problem resolution time
Help avert problems with proactive IT
planning and preventative-support advice
Promote staff efficiency through support
protocols and critical-problem management
With extensive knowledge of storage products and support infrastructure, our highly skilled
advisors can provide proactive guidance to help address complex storage solution
problems and preempt future issues.
With extensive knowledge of storage products and support infrastructure, our highly skilled advisors can provide proactive guidance to help address complex storage solution problems and preempt future issues.
Our service is designed to: Provide continued technical advisor
assistance to help improve storage availability and reduce high-severity problem resolution time
Help avert problems with proactive IT planning and preventative support advice
Promote staff efficiency through support protocols and critical problem management
TA
Platform Indicator
System z Power Storage non-IBM
X
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Total Microcode Support provides an analysis and updatesupport for key components of the client’s IBM systems.
is a cross-platform hardware capability.
Support Specialists with deep product skills analyses the installed microcode on all contracted systems and create a report with the recommended target state of the microcode in relation to the IT architecture.
includes the installation of the recommended Microcode by an IBM System Service Representative (optionally).
Offering - overview
Increased availability due to optimized and matched microcode level for the IT infrastructure
frees up client resources to focus on clients core competencies Faster problem solving in the event of a malfunction IBM Technical Relationship Manager as a dedicated contact
Value for the client
client asks for a recommendation which firmware / microcode to install in the environment
client faced an incident / outage due to an old or wrong firmware / microcode
client complains that IBM is releasing a lot of new firmware / microcodes regularly and client is not able or hasn't the time to check all the new codes
client requests a recommendation on a regular basis as part of his own change management
Trigger Events
DACH: Dejan Nikolic/Germany/IBMNORDIC: Gert Skovborg Kristensen/Denmark/IBMUKI: Andy Rowan/UK/IBM, BENELUX: Carla T Kox/Netherlands/IBMFRANCE: Carmelo Quartarone/France/IBMITALY: Riccardo Bonalumi/Italy/IBM SPGI: Javier Rodriguez Zamora/Spain/IBMCEE: Peter Michalko/Slovakia/IBMMEA: Quartus Malan/South Africa/IBM
Contacts
All collaterals, pricing and further information are posted at: Wiki: Global Total Microcode Support
(Prerequisite: valid HWMA or warranty, SWMA contract)
Further information
TMS
Total Microcode Support (TMS - previously GTMS)
Platform Indicator
System z Power Storage non-IBM
X X
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Proactive AIX Analysis (PAA)
Proactive AIX Analysis (PAA) will provide clients with the ability to control their AIX, Power VM and Power HA systems.
It provides monthly status reports on clients AIX system. Clients only have to send their snap files to IBM and will automaticallyreceive a status report for each LPAR, whether it is AIX, PowerVM or PowerHA.
The reports are provided in pdf format on a monthly basis and contain information about: installed software performance tuning settings Availability Serviceability log analysis
Offering - overview
Prevent outages by proactively manage the infrastructure Eliminate client internal efforts for system analysis and
operating reduced education efforts Flexible usage of internal IT staff, because of reduced efforts for
regular system analysis and reactive support
Value for the client
Client had general configuration issues with his AIX, PowerVM or PowerHA systems, which could have been avoided
Client had general issue with his AIX, PowerVM or PowerHA systems, which could have been avoided with a proper system management
Trigger Events
Contacts
All collaterals, pricing and further information are posted at: Wiki: Proactive AIX Analysis (PAA)
Further information
PAA
Platform Indicator
System z Power Storage non-IBM
X
DACH: Dejan Nikolic/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Andy Wright/UK/IBM BENELUX: Peter P Van T Land/Netherlands/IBMFRANCE: Bertrand Auble/France/IBMITALY: Antonio Varra'/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Barnabas Misanik/Slovakia/IBMMEA: Ahmed Bazaraa/Egypt/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
TA
Proactive Log Analysis (PLA)
Proactive LOG Analysis is monitoring and analyzing the LOGREC information and delivers a customized and individual action plan
Client only has to send the LOGRECs via FTP to IBM IBM uses an automated and intelligent LOGREC Scanner to pre-
analyze LOGRECs quickly and precisely by eliminating duplicates and by identifying system critical alerts
IBM software support specialists analysis pre-analyzed critical data for the different products (e.g. z/OS, IMS, CICS; DB2, MQ, WebSphere etc.)
IBM develops action plan for critical alerts and provides the information via Web Interface
Client reviews action plan and follow up with IBM recommendations
Offering - overview
Reduced risk of IT downturns because of recommendations right in time
Continuous control of his environment by IBM Extensive and time consuming analysis will be done by IBM SW
Experts Action Plan with recommendations on every analyzed problem
also for OEM- and User errors in his z/OS environment Customer’s IT specialists get more time to do strategically
more important tasks
Value for the client
Client has large LOGRECs and is not analyzing them Client has lack of skills or time to analyze all events in LOGREC Client has difficulties to filter the important and unimportant
events in LOGREC
Trigger Events
Contacts
All collaterals, pricing and further information are posted at: Wiki: Proactive Log Analysis for zOS (PLA)
Further information
PLA
Platform Indicator
System z Power Storage non-IBM
X
DACH: Dejan Nikolic/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Andy Wright/UK/IBM BENELUX: Peter P Van T Land/Netherlands/IBMFRANCE: Bertrand Auble/France/IBMITALY: Antonio Varra'/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Barnabas Misanik/Slovakia/IBMMEA: Ahmed Bazaraa/Egypt/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
Proactive System Check (PSC)
Proactive System Check for Storage (PSC) is designed to avoid system down time and to allow optimal performances byperforming regular proactive checks of the system and configuration. It is composed of 3 basic check routines for each supported Storage product: a health check to validate the functional integrity of the
machine a configuration check to validate the set-up of the machine in
its environment a communication check to validate the connections of the
machine with its environmentClients do get a report on a system level about the health of their key storage components
Offering - overview
Prevent outages by proactively manage the infrastructure Eliminate client internal efforts for system analysis and
operating reduced education efforts Flexible usage of internal IT staff, because of reduced efforts for
regular system analysis and reactive support
Value for the client
Client had general configuration issues, which could have been avoided
Client had general issue, which could have been avoided with a proper system management
Trigger Events
Contacts
All collaterals, pricing and further information are posted at: Wiki: Proactive System Check
Further information
PSC
Platform Indicator
System z Power Storage non-IBM
X
DACH: Dejan Nikolic/Germany/IBMNORDIC: Gert Skovborg Kristensen/Denmark/IBMUKI: Andy Rowan/UK/IBMBENELUX: Carla T Kox/Netherlands/IBMFRANCE: Carmelo Quartarone/France/IBMITALY: Riccardo Bonalumi/Italy/IBM SPGI: Javier Rodriguez Zamora/Spain/IBMCEE: Peter Michalko/Slovakia/IBMMEA: Quartus Malan/South Africa/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Other ...
EAM
Solution Finder
PLA
TA
Total Support for SAP HANA
Total SupportSAP HANA
Platform Indicator
System z Power Storage non-IBM
X
Total Support for SAP HANA is designed to support clients running the IBM System solution for SAP HANA. A specialized team has been established to act as a single point of contact(SPOC) for all technical issues and questions of the complexInfrastructure stack. The combination of fast problem resolution and proactive services for avoiding downtime help clients to achieve maximum availability for their systems.It includes: Single Point of Contact A dedicated Technical Support team skilled for the STG solution
for SAP HANA is acting as focal point for all customer interactions
Optimized Reactive Services Fast response time of 30 minutes Escalation and coordination to worldwide IBM L2 and Labs Fix recommendation in sync with appliance restrictionsProactive Service Health check with detailed analysis and recommendations Analysis of SW stack Yearly configuration planning
Offering - overview
An effective way of managing total cost of ownership and freeing up customer resources
Focal point for support all related activities (e.g. problem resolution, support critical situation management, ‘how to’, project services )
Improved availability through proactive planning, advices and guidance
Value for the client
Client is operating a SAP HANA appliance and wants to get an integrated support for the hardware and software.
Many clients focussing on application and database layer in the early phase applying this new solutions and want help in the operation of the infrastrcuture.
Clients have no or low skills for the specialized infrastructure stack (GPFS).
Clients tend to see appliances (solutions) asblack boxes avoiding to much investment in skills for operating the infrastructure stack
Trigger Events
DACH: Michael Mueller4/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Mark A Underwood/UK/IBMBENELUX: Astrid C Wals/Netherlands/IBMFRANCE: Laura Perez/France/IBMITALY: Giorgio Menon1/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Karel Chwistek/Czech Republic/IBMWW: Klaus Neumann/Germany/IBM
Contacts
All collaterals, pricing and further information are posted at: TSS Wiki: Total Support for SAP HANAIBM SAP International Competence Center (ISICC)
SAP Appliances
Further information
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
IBM Managed Support Services - managed technical support provides: A single point of contact and accountability Simplified contract structure designed to deliver efficient
invoicing and consistent service levels Faster problem resolution supporting multi-vendor products
and peripherals A solution tailored to your business objectives and availability
requirements Key Elements are:
Hardware and Software Delivery Management Availability Management Change Management Electronic Link Option Vendor Management / Eligible Service Provider
Management Inventory Management Reports and Reviews Tailored Invoicing Warranty Management
Offering - overview
Reduced downtime — even improve availability — via proactive reporting and analysis
Reduced cost of maintenance, service and support Focus IT resources on strategic business initiatives
Value for the client
Client needs one vendor being responsible overall for all service level expectations.
Client needs simplified processes for all service requests. Client needs an Inventory, reporting and invoice management.
Trigger Events
Contacts
All collaterals, pricing and further information are posted at: Sales One: IBM Managed Support Services
Further information
MTSS
Managed Technical Support Services(MTSS)
Platform Indicator
System z Power Storage non-IBM
X X X X
DACH: Rainer Knoll/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Andy Wright/UK/IBM BENELUX: Peter P Van T Land/Netherlands/IBMFRANCE: Bertrand Auble/France/IBMITALY: Antonio Varra'/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Barnabas Misanik/Slovakia/IBMMEA: Ahmed Bazaraa/Egypt/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
Solution Finder
PLA
TA
Enterprise Availability Management
Enterprise Availability Management helps our clients to design, implement and manage their IT processes and environments using IBM's experience, skills and ITIL V3 best practices. EAM provides a holistic view of IBM hardware, software and
multi vendor EAM focuses on availability, sustainability and pro-activeness EAM provides a dedicated Client Availability Leader (CAL) with
ITIL v3 certification and experience who will: deliver best of breed industry availability experience help the Client to design, implement and deliver to ITIL v3
standards manage the Client's environment to agreed ITIL v3
structured KPI's provide a pro-active approach assisting the Client to
maximize IT
Offering - overview
Maximized the return of IT Investments Improved business continuity and availability Improved innovation and protection of investment Improved Business Processes with 100% transparency of
business process and KPIs Reduced Total Cost of Operations through standardized and
automated operation
Value for the client
Clients needs to move the support and operation from a box-centric model to an IT infrastructure model
Client has a critical outage with a huge business impact, which required a redesign of the maintenance strategy
Trigger Events
contacts
All collaterals, pricing and further information are posted at: Wiki: Enterprise Availability Management
Further information
EAM
Platform Indicator
System z Power Storage non-IBM
X X X X
DACH: Dejan Nikolic/Germany/IBMNORDIC: Kurt Joergensen/Denmark/IBMUKI: Andy Wright/UK/IBM BENELUX: Peter P Van T Land/Netherlands/IBMFRANCE: Bertrand Auble/France/IBMITALY: Antonio Varra'/Italy/IBMSPGI: Jose C del Burgo/Spain/IBMCEE: Barnabas Misanik/Slovakia/IBMMEA: Ahmed Bazaraa/Egypt/IBM
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
EAM
Solution Finder
PLA
TA
Site and Facility Services provides services to plan, design and build flexible, cost-effective data centers and facilities The services are Data center and facilities strategy services - Develop a data
center approach that optimizes availability, scalability, recoverability and agility, while minimizing risk
IT facilities consolidation and relocation services - Design your data center for the future - whether upgrading or building an IT facility, sound planning and execution are key to minimizing risks and costs
IT facilities consolidation and relocation services - Develop a data center approach that optimizes availability, scalability, recoverability and agility, while minimizing risks during data center consolidations
Facilities Cabling Services - Lower data center costs leveraging advanced fiber cabling technology
Offering - overview
extended the life of existing data center solved power and cooling challenges with high density
technology even in data centers which are out of UPS and cooling capacity
reduced operational costs while increasing availability with rationalized data center infrastructure
modular data center designs that grow as your needs grow to defer capital and operational costs over traditional approaches
reduced risk and downtime of technology moves/migrations
Value for the client
data centers out of power and cooling capacity clients installing high density technology like blade servers Clients running multiple data centers for IT servers and storage major investments in existing data center or build new planned Data center moving IT to a new site?
Trigger Events
DACH: Maite Frey/Germany/IBMNORDIC: Trond Eidsjo/Norway/IBMUKI: John L Moseley/UK/IBMBENELUX: TBCFRANCE: Jean-Luc Pieczyrak/France/IBMITALY: Marco Proietti Mancini/Italy/IBMSPGI: Susana del Pozo Rodriguez/Spain/IBMCEE: Georg Meixner/Austria/IBM
Contacts
Additional info on Internet: Site and Facilities Widget Site and facilities services www.ibm.com/green Data Center Services
Additional info on Intranet: SFS SalesOne Page Leadership Data Center Video
Further information
Other Services ...
Other ...
Systems and NetworkingResiliency ServicesSite and Facility
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
EAM
Solution Finder
PLA
TA
Business continuity and resiliency services provides services to maintain the business continuity and to recover critical businessapplications no matter of the circumstances.The services are Consulting - Design and implement a more effective resiliency
strategy with IBM experts Assessment - Evaluate strengths and weaknesses and identify
areas of potential risk Planning and design - Improve your resilience capabilities with
cost-optimized business and IT strategic planning and design Implementation and testing - Execute, test, and validate
disaster recovery and continuity plans on an ongoing basis Business continuity management - Reduce risks and improve
availability while controlling operational expenses Disaster recovery - Safeguard your key business data, maintain
productivity, and limit financial losses during an outage Cloud disaster recovery - Unleash the power of IBM’s cloud
disaster recovery services to manage resiliency across your enterprise
Offering - overview
Continued business operations no matter the circumstances Mitigated risk Protected brand and revenue Protected capital Reduced costs Improved service
Value for the client
Client faced an unplanned business interruption and misses a recovery plan
Trigger Events
DACH: Sebastian Eberl/Germany/IBMNORDIC: Trond Eidsjo/Norway/IBMUKI: Derek Noakes/UK/IBMBENELUX: Hans Poelstra/Netherlands/IBMFRANCE: Franck Genries/France/IBMITALY: Fabrizio Randone/Italy/IBMSPGI: Miguel Ange Ordonez Alfonsin/Spain/IBMCEE: Andreas Tokarczyk/Switzerland/IBM
Contacts
All collaterals, pricing and further information are posted at: Sales One: Resiliency ServicesVideo: Learn how IBM can mitigate risk for IT operation
Further information
Other Services ...
Other ...
Systems and NetworkingResiliency ServicesSite and Facility
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
EAM
Solution Finder
PLA
TA
Systems and Networking can help to drive clientsorganization's collaboration, business flexibility and growth by designing, implementing and managing integrated communications and networking environments. Network Infrastructure Services - Ensure client networks are
aligned with business strategy and optimized to support operational excellence
Communications and Collaboration Services - Build business advantage with unified communications: integrated voice, data and video environments designed for collaboration and productivity
Managed Services - Experience the potential time and cost savings of near-end-to-end management of clients networks and business communications
Telecom expense management services - Ensure telecom expense management delivers the control our clients need with expert, proactive management of your voice, data and mobile spending
Offering - overview
Optimized communications and network environments to support the corporate mobile strategy and policies
Enterprise wireless networks with security-rich access and higher performance to support mobile services and applications
Provides the enterprise network infrastructure that can deliver the performance, security and end-to-end manageability demanded by mobile users and voice, data and video applications
Value for the client
Client wants to purchase new Cisco products including maintenance
Clients have an increased need for mobile solutions
Trigger Events
EUROPE: Ron McGeoch/UK/IBMPeter Andrews/UK/IBMJuergen Loeb/Germany/IBM
Contacts
All collaterals, pricing and further information are posted at: Sales One: Networking Services
Further information
Other Services ...
Other ...
Systems and NetworkingResiliency ServicesSite and Facility
V2.0(Build 20150227)
Support Line
MVS
HWMA
WSU / MSU
SWMA
Hard Drive Retention
CommittedServices
TMS
ETS
PSC
PAA
MTSS
Total SupportSAP HANA
Other ...
EAM
Solution Finder
PLA
TA
© 2014 IBM Corporation
Trademarks and notes
IBM Corporation 2014
IBM, the IBM logo, ibm.com are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. Other product, company or service names may be trademarks or service marks of others. A current list of IBM trademarks is available on the web at "Copyright and trademark information" at ibm.com/legal/copytrade.shtmlOther company, product and service names may be trademarks or service marks of others.References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.