IBM Maintenance Overview

1. TSS Maintenance Offerings

2. 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
Offering Overview
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
Trigger events
 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
Value For the Client

3. WARRANTY & MAINTENANCE SERVICE UPGRADE
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
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 EventsOffering Overview

4. Multivendor Support Service
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 activities
IBM provides a single point of contact and support for a
comprehensive solution that helps optimize clients investments.
Offering Overview
Trigger Events
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

5. Value For the Client
 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
Why IBM
 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

6. Software Maintenance
Offering Overview
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
Trigger Events
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
Value for the client
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.

7. Support Line
Offering - Overview
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
Trigger events
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
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
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
Why IBM

8. Leon Henry
0044 2392 289 644
Leonhenr@ie.ibm.com
www.ibm.com/ibm/uk/en/resources/leon_henry/
LEONHENR@ie.ibm.com