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IBM Maintenance and Technical Support Services




Can you afford not to?
IBM Maintenance and Technical Support Services offer value,
technical excellence and outstanding service.
2   Can you afford not to?




                             IBM Maintenance and Technical Support Services offer value,
                             technical excellence and outstanding service.
                             For organisations dependent on critical IT systems, assessing and engaging with the best
                             technical support provider is a delicate balance between the needs of the business, the budget
                             available and the service levels on offer. Market conditions and budget restraints are driving
                             many organisations towards lowest-cost technical support providers, offering cheap
                             commoditised services. Budgets are continuously squeezed, and service levels are lean and
                             mean. On the other hand, there is a demand for extended operational hours, always-on
                             Web presence and greater recovery guarantees. Will your technical support provider have the
                             skills, personnel and financial resources to meet your business needs when it really counts?

                             IBM Maintenance and Technical Support Services offer a comprehensive set of multi-
                             platform integration and maintenance services at exceptionally cost-effective price points.
                             Advanced predictive, remote diagnostic and recovery tools built into IBM systems offer
                             immediate response, cost and service benefits. By taking advantage of the global technical
                             resources within IBM and its local service delivery capabilities, IBM Maintenance and
                             Technical Support Services delivers a unique combination of value and service.
IBM Maintenance and Technical Support Services   3




IBM Maintenance and Technical                      p04
Support Services

Hardware and Software                              p06
Support Services for IBM Servers

IBM Proactive Maintenance                          p08

IBM Maintenance for                                p10
Multi-Vendor Products

IBM Maintenance Solutions                          p1 2
for Network Products

IBM Support Line - Remote Technical                p14
Support Services

IBM Enhanced Technical Support (ETS)               p16

IBM Retail Store Support                           p18

IBM ATM Maintenance                                p20
4    Can you afford not to?




IBM Maintenance
and Technical
Support Services
Offering value, technical excellence
and outstanding service




Choosing the best support partner                                     Engineering excellence into your systems
Technical support issues tend to arise in a binary manner:            In cases when on-site resources are needed right now –
either there are no major issues, or you need to throw                network consultants, hardware maintenance, and software
resources at a problem immediately.                                   solutions – IBM Maintenance and Technical Support Services
                                                                      can call on people, products and patches from all corners of the
Working with IBM Maintenance and Technical Support                    globe. Advanced IBM remote diagnostics often mean that
Services for IBM equipment offers an instant advantage:               when an IBM Maintenance and Technical Support Services
                                                                      engineer visits, the cause and solution are already known,
•	   Most IBM systems include software that monitors system           reducing the time spent in discovery and providing a fast,
     health and offers predictive warning of failure. There is no     efficient support service.
     need to load or pay for third-party tools, and many situations
     are resolved automatically by self-healing IBM systems.          All IBM Customer Engineers participate in the latest
                                                                      education programmes on current technologies. In-house
•	   IBM Maintenance and Technical Support Services offer             access to system, software and product designers keeps
     comprehensive remote diagnostic and recovery services,           IBM engineers absolutely up-to-date, and the combination
     which often means that no engineer is needed to resolve          of rigorous performance evaluations and training ensure that
     the problem.                                                     the best, most able people are retained by IBM.

For support providers without the IBM advanced, integrated            This outstanding store of knowledge is yours, on tap, as part of
remote management tools, it is only during actual failure that        the IBM Maintenance and Technical Support Services offering,
action is taken, an unsatisfactory and costly methodology.            providing a faster route to resolution and helping bring your
                                                                      systems back online at lower cost.

                                                                      By engaging with IBM, your enterprise gains access to the
                                                                      strength and depth of a global organisation, priced to fit your
                                                                      exact business and budget needs.
IBM Maintenance and Technical Support Services   5




Technical excellence offered by IBM                                    FAQs
The intelligent and efficient use of information technology            •	   What is the business impact if your systems fail? – With IBM
increasingly forms a central part of competitive advantage,                 Maintenance and Technical Support Services you have access
and is a major contributor to business success.                             to the world’s leading technical expertise.

The underlying support services encompass all the hardware,            •	   Will your service provider be able to meet your response
software, planning, design, installation and relocation tasks that          requirements? – IBM Maintenance and Technical Support
modern enterprises require. Maintaining the IT infrastructure               Services has access to the right resources, skills and people
is essential to meeting the business demands and objectives.                to meet even the most demanding response service
                                                                            level agreements.
Balancing needs, value and service for technical support
Not only does IBM Maintenance and Technical Support                    •	   Does your support provider have the ability to resolve problems
Services provide comprehensive support packages to suit every               remotely? – IBM Maintenance and Technical Support Services
budget and business need, it also offers advanced technologies              resolves around 40 percent of support issues remotely
designed to reduce costs and increase service levels into                   providing a faster, lower cost service – with free-of-charge
the bargain.                                                                remote alerting tools available.

•	   As much as 40 percent of all service issues can be resolved by    •	   Can you afford to work with technicians who may not be
     using remote maintenance tools that do not require a visit by          trained to the highest levels? – IBM Maintenance and Technical
     an engineer – offering faster, more effective resolution               Support Services engineers are trained to exacting standards
                                                                            and are all fully qualified for their specific area of expertise.
•	   Remote management and monitoring tools are integrated
     offerings from IBM Software Group, in some cases at no            •	   What is the potential impact of not having a full manufacturer’s
     additional cost, as part of the Service and Support agreement          warranty? – All IBM replacement parts carry the full IBM
                                                                            warranty, installed by IBM engineers; IBM Maintenance and
•	   All IBM service engineers are fully trained and all replacement        Technical Support Services understands the business impact
     parts carry full IBM warranties, supported by the IBM                  of downtime.
     Corporation worldwide.
                                                                       •	   Is it wise to rely on a service provider with limited resources? –
IBM Maintenance and Technical Support Services provides                     IBM Maintenance and Technical Support Services can call on
total solutions that offer best value: a combination of                     the vast reserves of IBM know-how, people, products and
cost-effective price points, very high service levels and                   finance to ensure that your business needs are met in full.
outstanding technical and personnel resources. By engaging
with IBM Maintenance and Technical Support Services, your              •	   Does a third-party support provider have access to the physical
enterprise can resolve the downward pressure on costs and                   components? – Only IBM Maintenance and Technical Support
the upward pressure on service, with an unbeatable business                 Services has immediate access to IBM’s global distribution of
value proposition.                                                          components, ensuring that critical parts are always available to
                                                                            keep your company up-and-running.
6   Can you afford not to?




                                                                  Hardware and Software
                                                                  Support Services for
                                                                  IBM Servers
                                                                  Access cost-effective server
                                                                  hardware and software support


                                                                  Your business relies heavily on the mission-critical applications and data
                   Highlights                                     that reside on your IBM server. However, supporting daily operations
                                                                  and troubleshooting complicated hardware and software problems can
              •	   Helps	simplify	maintenance	and	reduce	         be challenging and requires expertise that you may not have. And, while
                   costs	with	single-source	support	for	your	
                   environment
                                                                  unplanned downtime can be costly for your business, dedicating your
                                                                  experienced in-house IT staff to traditional support activities can
              •	   Helps	prevent	outages	and	improve	             escalate your overhead costs and result in delays of other projects.
                   availability	through	rapid	problem	
                   identification	and	resolution
                                                                  With Hardware and Software Support Services for IBM servers, you
              •	   Enables	in-house	staff	to	focus	on	critical	   can leverage our experience and access our network of remote, online
                   business	activities	by	leveraging	extensive	
                                                                  and easy-to-use tools to more quickly identify and resolve problems.
                   IBM	expertise.
                                                                  We offer around-the-clock access to IBM support specialists to help
                                                                  prevent and resolve problems up front. In addition, our single-source
                                                                  support can help reduce your administrative costs while freeing up your
                                                                  in-house resources. With the flexibility to upgrade from base support
                                                                  services to enhanced support, we can provide a solution tailored to meet
                                                                  your needs.

                                                                  Helping simplify maintenance and reduce
                                                                  costs with single-source support
                                                                  By offering a single point of accountability for your hardware and
                                                                  software support services, we can help simplify your IT maintenance.
                                                                  Instead of having to contact and coordinate multiple vendor support
                                                                  teams, you can rely on us to deliver integrated and consistent support
                                                                  for IBM and non-IBM products in your server environment. Also, our
                                                                  service allows you to minimise your internal IT maintenance staff or
                                                                  multiply their effectiveness, helping you reduce costs and improve your
                                                                  return on investment.

                                                                  Helping prevent outages and improve
                                                                  system availability
                                                                  With IBM, you get the advantage of high quality, professional
                                                                  support that can help you anticipate and resolve IT-related problems.
                                                                  Direct access to IBM support specialists and our vast realtime databases
                                                                  can help you quickly diagnose and resolve problems to maintain
                                                                  efficient operations. Proactive notifications of problems and the ability
                                                                  to electronically download fixes also helps prevent potential outages and
                                                                  enhances your system availability. When systems are up and running
                                                                  you get more value from your investment.
IBM Maintenance and Technical Support Services   7




Enabling your in-house staff to focus on
critical business activities                                              Why IBM?
From preventative maintenance to problem resolution, our                  IBM gives you single-source support and direct access to
technical support gives you the confidence that your server               a comprehensive set of online tools for the rapid
environment is working at peak efficiency. By leveraging IBM              identification and resolution of problems. With electronic
expertise, you can gain around-the-clock access to specialised            services, IBM proactively monitors the heartbeat of your
                                                                          servers, taking preventative action to maximise system
skills for troubleshooting complicated hardware and software
                                                                          availability. With our global network, we can provide
problems. This helps increase the productivity of your                    around-the-clock access to support specialists who are
in-house IT staff by reducing the time spent solving support              backed by vast IBM resources.
issues and also frees your staff to focus on core business needs.
                                                                          With our wide range of expertise on multi-vendor products
                                                                          we can support the most complex environments. And with
                                                                          a variety of support options, we can tailor our service to
                                                                          deliver the level of support that meets your unique needs.




Hardware support services        Features

Base hardware                    Base Limited Warranty comes with server or device.
                                 Can be extended via hardware maintenance.
                                 Standard proactive support.
                                 Electronic downloading for specific fixes.

Hardware (Enhanced support)      Extended hours of cover up to 24x7.
                                 Enhanced response and committed fix time.
                                 Upgrade options are available for all servers.

Software support services        Features                                                              Benefits

Base software                    Applies to server operating system.                                   Release upgrades at no increase in
                                 Offers monthly license charge, which includes the right to use        monthly license charge (MLC).
                                 the product on the licensed machine. Available maintenance
                                 and fixes. Defect support (if available).
                                 One set of documentation media (tape) refreshes as required.

Availability Management          Your primary focal point into IBM Service.                            Total IT support consolidated in a single
                                 Would manage all your contracted service support on IBM               contract with IBM.
                                 and non-IBM products.                                                 Maximising availability of your IT
                                 Incident reviews and reporting.                                       investment, allowing your resources to
                                 Developing service improvement plans.                                 focus on your core business.
                                 Major incident management.
8   Can you afford not to?




                                                                   IBM Proactive
                                                                   Maintenance
                                                                   Reducing outages, decreasing downtime


                                                                   If you are building a smarter business, you are going to need smarter
                   Highlights                                      computing to build it on. Relying on traditional ‘break-fix’ maintenance
                                                                   to support the high availability your systems require can be a gamble.
              •	   Access	to	expert	technical	‘Advocates’		        Waiting for a problem to happen and then reacting at that point
                   for	your	IBM	operating	systems	and		
                   30-minute	telephone	response	times	for	
                                                                   introduces unnecessary risk, anxiety and delay to your business.
                   your	critical	calls                             IBM offers a smart solution – IBM Proactive Maintenance, aimed
                                                                   at avoiding outages in the first place.
              •	   IBM	software	updates	that	allow	you	to	
                   gain	the	full	benefits	from	new	features	
                   and	innovations                                 For organisations dependent on critical IT systems, assessing and
                                                                   engaging with the best technical support provider requires a balance
              •	   Two-way	electronic	service	to	enable	
                                                                   between the needs of the business, the budget available and the service
                   download	of	fixes	
                                                                   levels on offer.
              •	   Remote	monitoring	of	your	systems,	
                   proactively	identifying	errors	that	may	lead	
                                                                   But the consequences of system outages can be expensive.
                   to	system	degradation
                                                                   Research shows that the cost of system downtime per hour can
              •	   Error	logs	and	vital	product	data	              range from £25,000 to over £3 million depending on the size of
                   automatically	sent	to	IBM	to	enable	fast	
                                                                   your organisation and the business you are in.
                   problem	resolution

              •	   Finance	options	to	defer	cost	to	future	        IBM Proactive Maintenance helps you to keep outage costs down
                   contract	years	or	build	a	payment	plan	to	      through the use of advanced IBM analytical tools which help you stay
                   meet	your	budget	requirements.
                                                                   ahead of critical threats and reduce the risk of expensive downtime.

                                                                   It includes an IBM Gateway Web Portal that delivers:
                                                                   •	 Proactive notifications regarding your system’s maintenance
                                                                      and security
                                                                   •	 Detailed graphical information on system performance and capacity
                                                                      to help predict performance bottle-necks before they happen
                                                                   •	 Reports which compare the fixes installed on your system with the
                                                                      latest available from IBM Laboratories
                                                                   •	 Updated views of your system configuration data.
IBM Maintenance and Technical Support Services   9




Resolve system problems before they                                 Timely access to the latest software
affect business operations                                          updates
By monitoring your systems 24x7x365 with automatic error            With the number of critical releases and security updates
reporting, IBM can respond faster with more accurate data to        increasing daily, it is more important than ever that you stay
quickly resolve problems. And faster problem resolution means       on top of business-critical software issues. With IBM software
higher systems availability.                                        maintenance, you can receive timely delivery of updates and
                                                                    fixes, reducing the complexity of maintaining your server
Problems are automatically sent to IBM Customer Engineers,          software and managing upgrades.
communicating quickly and more precisely the same
information you would normally need to provide to a                 Committed service levels
technician verbally. Service issues are then directly routed to     High availability of your IT is the key to minimising disruption
the most appropriate IBM specialist, meaning that the right         and lost productivity. Depending on your business needs
person with the right skill set is working to resolve the           IBM can commit to deliver fix or response time service levels.
problem right from the start.                                       These are a cost-effective way to deliver faster contact and
                                                                    recovery times for your hardware systems in the event of
Prevent service problems before you learn                           a failure.
about them the hard way
With IBM Proactive Maintenance based on IBM’s knowledge
of your systems, we are better able to identify and fix potential   Why IBM?
problems before they cause system failure.                          With Proactive Maintenance IBM pre-empts problems with
                                                                    the resilience of your infrastructure, using open source,
IBM Proactive Maintenance helps prevent unplanned                   automation and analytical technologies. IBM has the tools
downtime. IBM has unique access to Predictive Failure               needed to predict outages, so that we can avoid them.
Analysis with the ability of components to warn of impending        IBM can perform the detailed analysis, accessing product
failure before the component actually fails, meaning we can         data, to determine the root cause of a problem.
often replace components before failure occurs or you even
know about it!

System Support Representative (SSR)
A named IBM Customer Engineer will act as your point of
escalation for service delivery and will meet you on a regular
basis to discuss service quality. This SSR can provide assistance
for out of line or pervasive support issues and work with you
on microcode management. He or she can also advise on the
use of remote support tools and diagnostic aids such as
electronic service agents to perform system health checks and
to improve the timely resolution of service calls.
10   Can you afford not to?




                                                                IBM Maintenance for
                                                                Multi-Vendor Products
                                                                Single point of support for all your IT hardware


                                                                IBM has supported other manufacturers’ products for over 20 years.
                   Highlights                                   With approximately 50 percent of our service calls for non-IBM
                                                                products, our breadth and depth of skill ensures the same high levels of
              •	   IBM	service	on	non-IBM	products              service quality for all products.
              •	   Single	point	of	ownership	for	IT	hardware	
                   problems                                     IBM uses a common approach to service provision irrespective of the
                                                                original equipment manufacturer (OEM) and in support of this we
              •	   Competitive	prices,	saving	you	money		
                   on	the	manufacturer’s	own	price              have developed our own tools to provide remote proactive service on
                                                                OEM servers.
              •	   Same	service	levels	and	contract	terms		
                   as	for	IBM	products
                                                                Our aim is to provide you with a single source for your IT
              •	   One	contract	for	multiple	vendors/           maintenance which enables you to speed problem isolation and
                   platforms                                    resolution, whilst meeting demanding service level commitments.
              •	   Support	for	major	vendor	products,	
                   including	HP/Compaq,	Dell,	Sun,	CISCO	       By taking advantage of our maintenance services in a diverse IT
                   and	others.                                  environment you get more consistent service levels and a single view of
                                                                support across your estate, without the time and expense of managing
                                                                multiple vendors and contracts to achieve the same end result. As well
                                                                as great service, simplified contracting processes, consistent service level
                                                                performance and a single point of accountability, our prices are usually
                                                                cheaper than the OEM’s.

                                                                We provide a range of multi-vendor maintenance support options on
                                                                many manufacturers’ equipment, such as Juniper, Sun Microsystems,
                                                                HP, Dell, Motorola, EMC and STK.
IBM Maintenance and Technical Support Services   11




Support for your Sun servers                                     Support for your CISCO Network
•	   Hardware maintenance for a wide range of Sun servers        •	   Hardware maintenance for CISCO Networking products,
     including:                                                       including CISCO Telepresence
        – Sunblades, Ultras, Sparcstations, Nectra, Sunfire      •	   CISCO manufacturing and IOS support embedded in the
        – Entry Level V125 – V445 range                               support solution
        – Sun Mid-Range V690 – V890                              •	   Highly competitive pricing when compared to
        – Sun UNIX® up to E25K                                        OEM Support
•	   Flexible contract model (not restricted to prepaid          •	   Trusted IBM Customer Engineers providing service to
     12-month contracts)                                              CISCO’s own maintenance clients
•	   Same Business Day and Next Business Day service levels as   •	   Global Alliance between IBM and CISCO, providing joint
     standard, plus a variety of service hours                        client support for over 10 years
•	   Highly Competitive Offering for equipment where the         •	   Additional support services available, including IBM Support
     environments are stable and there is no need to upgrade          Line for CISCO and IBM Network Assist
     the firmware.                                               •	   Audits of your networking inventory available.

Support for your x86 servers
•	   Hardware maintenance for a wide range of non-IBM x86
     servers including:
        – HP x86 Servers – Proliant ML, DL, C and
           P class Blades
        – Dell Poweredge Servers
•	   Access to technical expertise on HP, Compaq and
     Dell equipment
•	   Cost effective alternative to the OEM’s support
•	   Remote technical support model which means that around
     40 percent of problems are resolved quickly, without the
     need for on-site support
•	   Comprehensive Operating System Support available,
     including Microsoft®, Linux® and VMware.
12   Can you afford not to?




                                                               IBM Maintenance
                                                               Solutions for
                                                               Network Products
                                                               Supporting your networks, regardless of manufacturer


                                                               IBM offers a comprehensive maintenance service for network products,
                   Highlights                                  using tried, tested and trusted maintenance services. In most cases this is
                                                               in partnership with the original manufacturer.
              •	   Total	end-to-end	client	support	for	
                   maximum	client	satisfaction
                                                               IBM can provide multilingual call management from our UK based call
              •	   Expandable	services	to	other	               centre, along with escalation, and client satisfaction responsibility up to
                   multi-vendor	environments                   manufacturer third level support. We also offer limited operating
              •	   Wide	range	of	service	level	availability	   system support, software ‘how to’ support, first and second level remote
                   allows	smarter	maintenance	solutions        support and on-site engineers with parts (typically manufacturers’ own
                                                               spares) at variable response times to suit your needs.
              •	   Network	engineers	covering	all	of	the	UK

              •	   Agreements	with	major	network		             Customers who buy Network Maintenance from IBM often benefit
                   product	manufacturers                       from substantial cost savings compared with the manufacturers’ own
              •	   Contracted	access	to	manufacturer’s	own	    support. In addition, in the case of CISCO, Juniper and Riverbed
                   3rd	level	support	and	spare	parts.          support, IBM service is delivered in collaboration with the
                                                               manufacturer to ensure the highest level of support.

                                                               IBM provides software application support for CISCO products via the
                                                               IBM Support Line, delivered in collaboration with CISCO.
IBM Maintenance and Technical Support Services   13




Benefits                                                         24x7 support
                                                                 Our on-site Customer Engineers have instant access to the
Reduce costs and effort                                          IBM Knowledge Database, where they can access proven
IBM Maintenance Solutions for Network Products helps your        solutions to networking questions around the world. They also
organisation avoid and reduce downtime whilst protecting the     have access to IBM Centre of Excellence support specialists,
security and resilience of your operations.                      24x7, for help in solving complex problems with contracted
                                                                 manufacturer support if necessary.
Reduce in-house resources and educational
expenses                                                         Parts
You can reduce the cost of in-house product education and        Parts are typically provided direct from the manufacturer,
certifications by choosing IBM to fix and support your           but in some cases, depending upon the service level and
network equipment.                                               geography, logistics may be shared between IBM Global
                                                                 Logistics and the manufacturer.
Better contract conditions
If you already have an IBM Maintenance contract you can
include your network equipment and profit from better volume
conditions which may apply. Also benefit from flexible contract
                                                                 Why IBM?
duration terms from one to three years or open ended.
                                                                 IBM supports a large number of network clients across many
Coverage and skills                                              sectors in the UK today, covering various service levels from
IBM UK is a CISCO Gold and a Global Services Alliance            next business day to 24x7, up to 2-hour on-site response
Partner, and a Riverbed Authorised Support Partner with many     times. IBM has successfully delivered multi-vendor services
Certified Service Engineers, ensuring excellent first level      to its clients for over 20 years. Our technical expertise and
and field services whilst benefitting from special terms and     proven support methodology helps us ensure our clients’
                                                                 networks are supported and maintained in the best way,
conditions with the manufacturers.
                                                                 regardless of the manufacturer.
14   Can you afford not to?




                                                               IBM Support Line -
                                                               Remote Technical
                                                               Support Services
                                                               Software Support on Linux, Windows® and VMware
                                                               OS running on IBM and non-IBM Intel® x86
                                                               based machines

                                                               Competitive and comprehensive software support for Red Hat,
                   Highlights                                  Novell (SUSE), VMware and Microsoft. IBM also offers Linux
                                                               Subscriptions from Red Hat and Novell (SUSE).
                   Assistance with:
              •	   Usage	and	installation
                                                               Benefits
              •	   Compatibility	and	interoperability	issues   •	   Speeds problem determination and resolution
                                                               •	   Enhances IT reliability and performance
              •	   Interpretation	of	product	documentation
                                                               •	   Eliminates client need to add staff for implementation
              •	   Problem	determination	and	resolution             and support
                                                               •	   Allows unlimited support calls from an unlimited number
              •	   IBM	and	multi-vendor	database	searches
                                                                    of callers
              •	   Defect	support,	including	change	team	      •	   Enhances IT staff productivity.
                   assistance	and	emergency	fixes.
                                                               Based on its partnerships with vendors IBM offers a lower
                                                               cost alternative but provides a more comprehensive
                                                               support solution.

                                                               For Clients who need a single, trusted, knowledgeable support team to
                                                               manage and resolve IT problems regardless of platform/vendor, IBM
                                                               offers faster problem determination and resolution and reduced IT
                                                               support costs. IBM Support Line for Linux, Windows and VMware
                                                               helps eliminate the need to coordinate support among multiple vendors.

                                                               •	   Are you running Linux and/or VMware?
                                                               •	   Do you need to simplify your Linux technical support processes and
                                                                    structure?
                                                               •	   Would you like to have a single-source for Linux technical support
                                                                    and subscription ordering services?
                                                               •	   Are you sure your Linux subscriptions are current?
                                                               •	   Are you having difficulty managing multiple subscriptions all with
                                                                    varying expiry dates?
                                                               •	   Is maintaining a support agreement with multiple vendors straining
                                                                    your IT budget?
                                                               •	   Would you be interested in one-stop, comprehensive support that
                                                                    provides flexible and affordable services for your IT environment?
IBM Maintenance and Technical Support Services   15




IBM Support Line options                                   IBM Support Line is designed for
                                                           multi-vendor enterprises

                                                           Support Line covers IBM and other popular software
  Support Line   • Products Supported                      running on a mix of hardware, including:
                                                           •	 IBM System z and IBM System x

                                                           •	 Non-IBM Intel and original equipment manufacturer (OEM)
                                                              servers including Sun, Dell and HP
                 • Windows, Microsoft Applications         •	 Red Hat and Novell SUSE Linux distributions
 Support Line
                   (e.g. SQL, Exchange, Office etc)        •	 VMware.
 for Windows       and IBM Director
                                                           IBM has a cheaper and competitive pricing
                                                           methodology priced at system level for support.
                 • Red Hat, SUSE Enterprise Linux
 Support Line      and IBM Director
   for Linux     • Option for Red Hat and SUSE
                   Subscriptions



                 • All the above plus VMware
 Support Line    • i.e. Windows, Linux, Director, VMware
 for VWware      • Option to renew VMware subs
16   Can you afford not to?




                                                                IBM Enhanced
                                                                Technical Support (ETS)
                                                                Personal, integrated, proactive
                                                                problem prevention and management


                                                                Waiting for a problem to happen is like sitting on a time bomb. Too late
                   Highlights                                   you discover a problem, which had it been addressed earlier, would have
                                                                avoided the breakdown in the first place!
              •	   Dedicated	account	advocate	working	on	
                   your	behalf	within	IBM
                                                                For organisations dependent on critical IT systems, assessing and
              •	   30-minute	rapid	response	to	severity		       engaging with the best technical support provider is a delicate balance
                   1	problems                                   between the needs of the business, the budget available and the service
              •	   Scheduled	outage	support,	making	sure	       levels on offer.
                   IBM	technical	teams	are	aware	of	your	
                   scheduled	changes                            You need an IT infrastructure you can rely on. But enterprise
              •	   Monthly	reports	with	proactive	system	
                                                                systems are becoming increasingly complex and resources are finite.
                   information	and	support	activity	specific	   Trying to manage multi-product and multi-vendor environments is
                   to	your	needs                                a major challenge – let alone trying to pinpoint the problem when
              •	   Seamless	problem	determination	of	your	
                                                                something goes wrong. In a critical situation, IT downtime can cost
                   problem	Hardware	or	Software                 your business dearly.

              •	   Problem	isolation	assistance	on	
                                                                Enhanced Technical Support bridges the gap between hardware and
                   multi-platforms	or	multiple	IT	
                   environments.                                software support, providing you with a dedicated account advocate who
                                                                works for you and for your IT systems availability.

                                                                Proactive monitoring of your system allows your account advocate to
                                                                pre-empt and resolve potential problems before they arise, saving you
                                                                from system downtime and any associated costs and revenue loss.
IBM Maintenance and Technical Support Services   17




What do you benefit from?                                                            FAQs
                                                                                     •	   Can I contact my Remote Account Advocate at any time? – Remote
                                                                                          Account Advocates (RAAs) operate within normal business
                                            Primary Contact
                                                                                          hours (09:00 - 17:00, Mon - Fri). However, any severity
                                       Planned Outage Preparation                         1 service request still has a 30-minute response, 24x7.
                                         Problem Management
                                                                                     •	   If I require assistance outside prime shift hours, who can I contact?
                                              Review Calls                                – If your Account Advocate is already aware of the issue, they
                                                                    Remote Account
                                       Performance Management         Advocacy
                                                                                          will have made arrangements as appropriate with you and
Service Privilege(s)




                                                                                          IBM 1st or 2nd level support. If the issue has only just arisen,
                                         Proactive Tech Advice
                                                                                          please call 0870 010 1952 (Software) or 0870 550 0900
                                         Critical Call Monitoring                         (Hardware). If you need to escalate, please follow the
                                            Regular Contact
                                                                                          Hardware or Software escalation routes. Your account
                                                                                          advocate will contact you at the first opportunity during
                                            Monthly Reports                               prime shift.
                                          30-Minute Response
                                                                                     •	   My PMR is not a Severity 1 but business critical – can IBM help?
                                          Rapid PD Response
                                                                                          – Issues such as time-critical updates within a strategic project
                       H/W Break Fix                                                      can be just as important as a Severity 1 problem. If you find
                                             Base Support
                       S/W Break Fix
                                                                                          yourself in such a situation, please contact your RAA. He or
                                                                                          she will ensure that all relevant support functions are aware of
                       Base Support               ETS
                                                                                          your particular PMR and handle it accordingly.

                                                                                     •	   Can I contact my RAA for issues not directly related to the IBM
                                                                                          support? – Yes. Whilst your RAA might not be able to help
                                                                                          directly, he or she will know where to channel your issue and
                                                                                          who is the right person to contact you.



                                                                                     Why IBM?
                                                                                     The resilience of your infrastructure is paramount. It is
                                                                                     therefore crucial to find a technology and service provider
                                                                                     who will help you to pre-empt problems proactively, allowing
                                                                                     you to concentrate on your core business processes.
18   Can you afford not to?




                                                                IBM Retail Store Support
                                                                Tailor-made service solutions for your store operations


                                                                Delivering comprehensive support services for
                   Highlights                                   your retail IT infrastructure
                                                                In today’s fast-moving retail business climate, there is intense pressure
              •	   Provides	a	single	point	of	ownership	for		
                   IT	problems                                  on operating budgets that is coupled with an equal pressure to maintain
                                                                high levels of customer service. Your IT systems are an integral part of
              •	   A	bespoke	service	for	the	retail	            your business and are a key element of the buying experience and
                   environment	with	flexible	support	options
                                                                interaction with your customers, so the business impact of IT issues is
              •	   Multi-vendor	support	for	all	your		          more critical than ever. With this in mind, you need to work with
                   in-store	IT                                  service providers that understand these challenges and can deliver a
              •	   Remote	support	model	to	maximise	            range of services to meet your business requirements. IBM has been
                   downtime	and	first-time	fix                  delivering business critical support to the retail industry for over
                                                                30 years and we provide service to some of the largest retailers in
              •	   A	UK	wide	service,	available	24x7
                                                                the world.
              •	   Broad	range	of	services	from	
                   maintenance	to	total	store	support.          Our service model is designed to provide rapid resolution to your IT
                                                                hardware issues with minimum impact to your day-to-day operations.
                                                                The retail environment is a complicated one and involves a wide range
                                                                of IT products to support the store operations and enhance your
                                                                customers’ experience. This complexity only adds to the challenges you
                                                                face every day but having a single support provider for all your store
                                                                requirements can take away the pain of managing this environment.

                                                                IBM has a wide range of alliances and partnerships with leading IT
                                                                suppliers in this market to enable us to provide service on all the leading
                                                                retail products. This includes such names as CISCO, Motorola,
                                                                Ingenico, Verifone, Zebra and many more. We can also manage other
                                                                specialist suppliers to give you a single point of contact for all service
                                                                related issues in your stores.
IBM Maintenance and Technical Support Services   19




Our service solution can be tailor-made to meet your                      •	   A remote support model that is designed to resolve issues
requirements. Our capabilities extend to all aspects of your                   without on-site support or to maximise first-time fix rates for
IT infrastructure, including Point Of Sale, Self Checkout,                     calls that need an engineer visit – over 90% of calls have an
kiosks, mobile solutions, RFID, digital marketing and many                     effective first fix action plan
more. We can extend the service beyond basic maintenance                  •	   A UK wide multi-vendor support capability using IBM
to include deployments, IMACs, refurbishments, inventory                       Customer Engineers. We maintain a wide range of
management, remote management and a whole range of                             non-IBM products
complementary services. Whatever your requirements, IBM                   •	   Tailored management information to give you an accurate
can deliver your solution.                                                     view of your store support services and enable you to make
                                                                               informed decisions based on accurate data
•	   A single point of contact for all your store support calls – we’ll   •	   Dedicated Service Management will help drive service
     take problem ownership through to resolution                              improvements, conduct service reviews, perform trend
•	   A single contract for all your store support requirements –               analysis and be the single point of contact for all service issues
     we’ll even manage other suppliers on your behalf to help             •	   Service requests can be placed electronically or via telephone
     reduce your supplier management activities                                – we can even integrate your support desk with ours to enable
•	   Flexible service levels tailored to your needs – they can be              automated call transfer and management
     varied by product, store, season, situation, etc                     •	   Your support solution can be tailored to include a range of
•	   Service is available 24x7x365 including public holidays – and             additional services – inventory management, refurbishments,
     options for seasonal variations to meet your business                     deployment projects, Installations/Moves/Adds/Changes, etc
     requirements                                                         •	   Remote management tools can be deployed to increase the
•	   Access to IBM technical expertise, backed up by a worldwide               effectiveness and scope of the support capability.
     support infrastructure
20   Can you afford not to?




                                                               IBM ATM Maintenance
                                                               Reliable, flexible and cost effective


                                                               Changing patterns in work and social behaviour have seen the decline
                   Highlights                                  in face-to-face transactions and a growth in the use of self-service
                                                               technology. Consequently the availability of self-service equipment
              •	   IBM	service	on	non-IBM	products	            directly impacts customer satisfaction and brand perception.
                   including	NCR,	Wincor	and	Diebold

              •	   Over	15	years	experience	maintaining	       IBM has been successfully maintaining NCR, Wincor and Diebold
                   original	equipment	manufacturer		           ATMs for over 15 years, offering leading SLAs and network availability
                   (OEM)	products
                                                               using a dedicated workforce of over 100 support staff and engineers.
              •	   Service	delivered	by	IBM’s	dedicated	ATM	   Our ATM Engineers have many years experience working on all makes
                   and	Self-Service	Engineers                  and models of ATMs including the CCDM. Using a proven fix
              •	   High	network	availability                   methodology we are able to reduce call volumes and deliver low
                                                               RA rates.
              •	   Flexible	service	levels	tailored	to	meet	
                   business	requirements
                                                               Recently, IBM increased its investment in ATM and self-service
              •	   Reduced	call	volumes	and	low	RA	rates       maintenance with a dedicated multi-vendor centre near Bristol for
                                                               ATM training, ATM refurbishment and parts repair.
              •	   Single	meet	model	for	remote	ATMs

              •	   Supplier	managed	service.                   Using IBM’s proven ‘Single Meet’ model we are able to reduce your
                                                               annual maintenance bill with fixed pricing for all remote located ATMs.
                                                               This model removes the need for a joint meeting between the Cash in
                                                               Transit (CIT) and the ATM engineer. Our strategic partnerships with
                                                               both the CIT companies allows IBM to provide the correct parts and
                                                               technical support to the CIT who will deliver the service to these
                                                               remote ATMs.

                                                               This model has resulted in an increase in network availability, reduced
                                                               maintenance calls and drives higher ATM profitability.

                                                               With our ‘Supplier Managed’ model IBM will take full ownership of the
                                                               ATM and manage all subcontractors who are essential to the day-to-day
                                                               operation of the ATM including ATM cleaning and locking bars.

                                                               Contact IBM to find out if we can reduce your ATM support costs and
                                                               lower the burden of managing your ATM infrastructure.
IBM Maintenance and Technical Support Services   21




Benefits
•	   A reliable and cost-effective alternative
•	   Ability to support any mixed technology within an ATM
     network including NCR, Wincor and Diebold
•	   Flexible service levels to meet your business requirements
     ranging from next business day service up to a 4-hour call
     to fix
•	   Single point of contact for all your ATM support calls
•	   Genuine OEM parts – 85% of calls fixed first time using a
     part that our engineers carry with them
•	   Dedicated ATM and Self-Service workforce with over
     15 years experience
•	   Our service delivery methodology provides you with high
     network availability allowing you to increase your ATM
     link revenue
•	   An innovative model for remote ATMs that removes the need
     for dual meets with fixed costs delivering increased remote
     network availability
•	   A range of additional services that includes cleaning,
     installations software and hardware upgrades.
22   Can you afford not to?




                              For more information
                              Support for every technology at the right price. To find out more
                              about IBM Maintenance and Technical Support Services complete
                              packages, please contact your IBM Business Partner or IBM
                              Sales Representative.

                              Visit:
                              ibm.com/services/maintenance
IBM Maintenance and Technical Support Services   23
© Copyright IBM Corporation 2011

IBM United Kingdom
PO Box 41
North Harbour
Portsmouth
Hampshire
PO6 3AU.

Produced in the United Kingdom
November 2011
All Rights Reserved

IBM, the IBM logo, ibm.com, System x and System z are trademarks or
registered 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 ™), 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. A current list of IBM trademarks is
available on the Web at “Copyright and trademark information” at:
ibm.com/legal/copytrade.shtml.

Intel and Intel logo are trademarks or registered trademarks of Intel
Corporation or its subsidiaries in the United States and other countries.

Linux is a registered trademark of Linus Torvalds in the United States,
other countries, or both.

Microsoft and Windows are trademarks of Microsoft Corporation in the
United States, other countries, or both.

UNIX is a registered trademark of The Open Group in the United States
and other countries.

Other product, company or 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.


         Please	Recycle




                                                          111817 (12/11) SB

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MTS Brochure

  • 1. IBM Maintenance and Technical Support Services Can you afford not to? IBM Maintenance and Technical Support Services offer value, technical excellence and outstanding service.
  • 2. 2 Can you afford not to? IBM Maintenance and Technical Support Services offer value, technical excellence and outstanding service. For organisations dependent on critical IT systems, assessing and engaging with the best technical support provider is a delicate balance between the needs of the business, the budget available and the service levels on offer. Market conditions and budget restraints are driving many organisations towards lowest-cost technical support providers, offering cheap commoditised services. Budgets are continuously squeezed, and service levels are lean and mean. On the other hand, there is a demand for extended operational hours, always-on Web presence and greater recovery guarantees. Will your technical support provider have the skills, personnel and financial resources to meet your business needs when it really counts? IBM Maintenance and Technical Support Services offer a comprehensive set of multi- platform integration and maintenance services at exceptionally cost-effective price points. Advanced predictive, remote diagnostic and recovery tools built into IBM systems offer immediate response, cost and service benefits. By taking advantage of the global technical resources within IBM and its local service delivery capabilities, IBM Maintenance and Technical Support Services delivers a unique combination of value and service.
  • 3. IBM Maintenance and Technical Support Services 3 IBM Maintenance and Technical p04 Support Services Hardware and Software p06 Support Services for IBM Servers IBM Proactive Maintenance p08 IBM Maintenance for p10 Multi-Vendor Products IBM Maintenance Solutions p1 2 for Network Products IBM Support Line - Remote Technical p14 Support Services IBM Enhanced Technical Support (ETS) p16 IBM Retail Store Support p18 IBM ATM Maintenance p20
  • 4. 4 Can you afford not to? IBM Maintenance and Technical Support Services Offering value, technical excellence and outstanding service Choosing the best support partner Engineering excellence into your systems Technical support issues tend to arise in a binary manner: In cases when on-site resources are needed right now – either there are no major issues, or you need to throw network consultants, hardware maintenance, and software resources at a problem immediately. solutions – IBM Maintenance and Technical Support Services can call on people, products and patches from all corners of the Working with IBM Maintenance and Technical Support globe. Advanced IBM remote diagnostics often mean that Services for IBM equipment offers an instant advantage: when an IBM Maintenance and Technical Support Services engineer visits, the cause and solution are already known, • Most IBM systems include software that monitors system reducing the time spent in discovery and providing a fast, health and offers predictive warning of failure. There is no efficient support service. need to load or pay for third-party tools, and many situations are resolved automatically by self-healing IBM systems. All IBM Customer Engineers participate in the latest education programmes on current technologies. In-house • IBM Maintenance and Technical Support Services offer access to system, software and product designers keeps comprehensive remote diagnostic and recovery services, IBM engineers absolutely up-to-date, and the combination which often means that no engineer is needed to resolve of rigorous performance evaluations and training ensure that the problem. the best, most able people are retained by IBM. For support providers without the IBM advanced, integrated This outstanding store of knowledge is yours, on tap, as part of remote management tools, it is only during actual failure that the IBM Maintenance and Technical Support Services offering, action is taken, an unsatisfactory and costly methodology. providing a faster route to resolution and helping bring your systems back online at lower cost. By engaging with IBM, your enterprise gains access to the strength and depth of a global organisation, priced to fit your exact business and budget needs.
  • 5. IBM Maintenance and Technical Support Services 5 Technical excellence offered by IBM FAQs The intelligent and efficient use of information technology • What is the business impact if your systems fail? – With IBM increasingly forms a central part of competitive advantage, Maintenance and Technical Support Services you have access and is a major contributor to business success. to the world’s leading technical expertise. The underlying support services encompass all the hardware, • Will your service provider be able to meet your response software, planning, design, installation and relocation tasks that requirements? – IBM Maintenance and Technical Support modern enterprises require. Maintaining the IT infrastructure Services has access to the right resources, skills and people is essential to meeting the business demands and objectives. to meet even the most demanding response service level agreements. Balancing needs, value and service for technical support Not only does IBM Maintenance and Technical Support • Does your support provider have the ability to resolve problems Services provide comprehensive support packages to suit every remotely? – IBM Maintenance and Technical Support Services budget and business need, it also offers advanced technologies resolves around 40 percent of support issues remotely designed to reduce costs and increase service levels into providing a faster, lower cost service – with free-of-charge the bargain. remote alerting tools available. • As much as 40 percent of all service issues can be resolved by • Can you afford to work with technicians who may not be using remote maintenance tools that do not require a visit by trained to the highest levels? – IBM Maintenance and Technical an engineer – offering faster, more effective resolution Support Services engineers are trained to exacting standards and are all fully qualified for their specific area of expertise. • Remote management and monitoring tools are integrated offerings from IBM Software Group, in some cases at no • What is the potential impact of not having a full manufacturer’s additional cost, as part of the Service and Support agreement warranty? – All IBM replacement parts carry the full IBM warranty, installed by IBM engineers; IBM Maintenance and • All IBM service engineers are fully trained and all replacement Technical Support Services understands the business impact parts carry full IBM warranties, supported by the IBM of downtime. Corporation worldwide. • Is it wise to rely on a service provider with limited resources? – IBM Maintenance and Technical Support Services provides IBM Maintenance and Technical Support Services can call on total solutions that offer best value: a combination of the vast reserves of IBM know-how, people, products and cost-effective price points, very high service levels and finance to ensure that your business needs are met in full. outstanding technical and personnel resources. By engaging with IBM Maintenance and Technical Support Services, your • Does a third-party support provider have access to the physical enterprise can resolve the downward pressure on costs and components? – Only IBM Maintenance and Technical Support the upward pressure on service, with an unbeatable business Services has immediate access to IBM’s global distribution of value proposition. components, ensuring that critical parts are always available to keep your company up-and-running.
  • 6. 6 Can you afford not to? Hardware and Software Support Services for IBM Servers Access cost-effective server hardware and software support Your business relies heavily on the mission-critical applications and data Highlights that reside on your IBM server. However, supporting daily operations and troubleshooting complicated hardware and software problems can • Helps simplify maintenance and reduce be challenging and requires expertise that you may not have. And, while costs with single-source support for your environment unplanned downtime can be costly for your business, dedicating your experienced in-house IT staff to traditional support activities can • Helps prevent outages and improve escalate your overhead costs and result in delays of other projects. availability through rapid problem identification and resolution With Hardware and Software Support Services for IBM servers, you • Enables in-house staff to focus on critical can leverage our experience and access our network of remote, online business activities by leveraging extensive and easy-to-use tools to more quickly identify and resolve problems. IBM expertise. We offer around-the-clock access to IBM support specialists to help prevent and resolve problems up front. In addition, our single-source support can help reduce your administrative costs while freeing up your in-house resources. With the flexibility to upgrade from base support services to enhanced support, we can provide a solution tailored to meet your needs. Helping simplify maintenance and reduce costs with single-source support By offering a single point of accountability for your hardware and software support services, we can help simplify your IT maintenance. Instead of having to contact and coordinate multiple vendor support teams, you can rely on us to deliver integrated and consistent support for IBM and non-IBM products in your server environment. Also, our service allows you to minimise your internal IT maintenance staff or multiply their effectiveness, helping you reduce costs and improve your return on investment. Helping prevent outages and improve system availability With IBM, you get the advantage of high quality, professional support that can help you anticipate and resolve IT-related problems. Direct access to IBM support specialists and our vast realtime databases can help you quickly diagnose and resolve problems to maintain efficient operations. Proactive notifications of problems and the ability to electronically download fixes also helps prevent potential outages and enhances your system availability. When systems are up and running you get more value from your investment.
  • 7. IBM Maintenance and Technical Support Services 7 Enabling your in-house staff to focus on critical business activities Why IBM? From preventative maintenance to problem resolution, our IBM gives you single-source support and direct access to technical support gives you the confidence that your server a comprehensive set of online tools for the rapid environment is working at peak efficiency. By leveraging IBM identification and resolution of problems. With electronic expertise, you can gain around-the-clock access to specialised services, IBM proactively monitors the heartbeat of your servers, taking preventative action to maximise system skills for troubleshooting complicated hardware and software availability. With our global network, we can provide problems. This helps increase the productivity of your around-the-clock access to support specialists who are in-house IT staff by reducing the time spent solving support backed by vast IBM resources. issues and also frees your staff to focus on core business needs. With our wide range of expertise on multi-vendor products we can support the most complex environments. And with a variety of support options, we can tailor our service to deliver the level of support that meets your unique needs. Hardware support services Features Base hardware Base Limited Warranty comes with server or device. Can be extended via hardware maintenance. Standard proactive support. Electronic downloading for specific fixes. Hardware (Enhanced support) Extended hours of cover up to 24x7. Enhanced response and committed fix time. Upgrade options are available for all servers. Software support services Features Benefits Base software Applies to server operating system. Release upgrades at no increase in Offers monthly license charge, which includes the right to use monthly license charge (MLC). the product on the licensed machine. Available maintenance and fixes. Defect support (if available). One set of documentation media (tape) refreshes as required. Availability Management Your primary focal point into IBM Service. Total IT support consolidated in a single Would manage all your contracted service support on IBM contract with IBM. and non-IBM products. Maximising availability of your IT Incident reviews and reporting. investment, allowing your resources to Developing service improvement plans. focus on your core business. Major incident management.
  • 8. 8 Can you afford not to? IBM Proactive Maintenance Reducing outages, decreasing downtime If you are building a smarter business, you are going to need smarter Highlights computing to build it on. Relying on traditional ‘break-fix’ maintenance to support the high availability your systems require can be a gamble. • Access to expert technical ‘Advocates’ Waiting for a problem to happen and then reacting at that point for your IBM operating systems and 30-minute telephone response times for introduces unnecessary risk, anxiety and delay to your business. your critical calls IBM offers a smart solution – IBM Proactive Maintenance, aimed at avoiding outages in the first place. • IBM software updates that allow you to gain the full benefits from new features and innovations For organisations dependent on critical IT systems, assessing and engaging with the best technical support provider requires a balance • Two-way electronic service to enable between the needs of the business, the budget available and the service download of fixes levels on offer. • Remote monitoring of your systems, proactively identifying errors that may lead But the consequences of system outages can be expensive. to system degradation Research shows that the cost of system downtime per hour can • Error logs and vital product data range from £25,000 to over £3 million depending on the size of automatically sent to IBM to enable fast your organisation and the business you are in. problem resolution • Finance options to defer cost to future IBM Proactive Maintenance helps you to keep outage costs down contract years or build a payment plan to through the use of advanced IBM analytical tools which help you stay meet your budget requirements. ahead of critical threats and reduce the risk of expensive downtime. It includes an IBM Gateway Web Portal that delivers: • Proactive notifications regarding your system’s maintenance and security • Detailed graphical information on system performance and capacity to help predict performance bottle-necks before they happen • Reports which compare the fixes installed on your system with the latest available from IBM Laboratories • Updated views of your system configuration data.
  • 9. IBM Maintenance and Technical Support Services 9 Resolve system problems before they Timely access to the latest software affect business operations updates By monitoring your systems 24x7x365 with automatic error With the number of critical releases and security updates reporting, IBM can respond faster with more accurate data to increasing daily, it is more important than ever that you stay quickly resolve problems. And faster problem resolution means on top of business-critical software issues. With IBM software higher systems availability. maintenance, you can receive timely delivery of updates and fixes, reducing the complexity of maintaining your server Problems are automatically sent to IBM Customer Engineers, software and managing upgrades. communicating quickly and more precisely the same information you would normally need to provide to a Committed service levels technician verbally. Service issues are then directly routed to High availability of your IT is the key to minimising disruption the most appropriate IBM specialist, meaning that the right and lost productivity. Depending on your business needs person with the right skill set is working to resolve the IBM can commit to deliver fix or response time service levels. problem right from the start. These are a cost-effective way to deliver faster contact and recovery times for your hardware systems in the event of Prevent service problems before you learn a failure. about them the hard way With IBM Proactive Maintenance based on IBM’s knowledge of your systems, we are better able to identify and fix potential Why IBM? problems before they cause system failure. With Proactive Maintenance IBM pre-empts problems with the resilience of your infrastructure, using open source, IBM Proactive Maintenance helps prevent unplanned automation and analytical technologies. IBM has the tools downtime. IBM has unique access to Predictive Failure needed to predict outages, so that we can avoid them. Analysis with the ability of components to warn of impending IBM can perform the detailed analysis, accessing product failure before the component actually fails, meaning we can data, to determine the root cause of a problem. often replace components before failure occurs or you even know about it! System Support Representative (SSR) A named IBM Customer Engineer will act as your point of escalation for service delivery and will meet you on a regular basis to discuss service quality. This SSR can provide assistance for out of line or pervasive support issues and work with you on microcode management. He or she can also advise on the use of remote support tools and diagnostic aids such as electronic service agents to perform system health checks and to improve the timely resolution of service calls.
  • 10. 10 Can you afford not to? IBM Maintenance for Multi-Vendor Products Single point of support for all your IT hardware IBM has supported other manufacturers’ products for over 20 years. Highlights With approximately 50 percent of our service calls for non-IBM products, our breadth and depth of skill ensures the same high levels of • IBM service on non-IBM products service quality for all products. • Single point of ownership for IT hardware problems IBM uses a common approach to service provision irrespective of the original equipment manufacturer (OEM) and in support of this we • Competitive prices, saving you money on the manufacturer’s own price have developed our own tools to provide remote proactive service on OEM servers. • Same service levels and contract terms as for IBM products Our aim is to provide you with a single source for your IT • One contract for multiple vendors/ maintenance which enables you to speed problem isolation and platforms resolution, whilst meeting demanding service level commitments. • Support for major vendor products, including HP/Compaq, Dell, Sun, CISCO By taking advantage of our maintenance services in a diverse IT and others. environment you get more consistent service levels and a single view of support across your estate, without the time and expense of managing multiple vendors and contracts to achieve the same end result. As well as great service, simplified contracting processes, consistent service level performance and a single point of accountability, our prices are usually cheaper than the OEM’s. We provide a range of multi-vendor maintenance support options on many manufacturers’ equipment, such as Juniper, Sun Microsystems, HP, Dell, Motorola, EMC and STK.
  • 11. IBM Maintenance and Technical Support Services 11 Support for your Sun servers Support for your CISCO Network • Hardware maintenance for a wide range of Sun servers • Hardware maintenance for CISCO Networking products, including: including CISCO Telepresence – Sunblades, Ultras, Sparcstations, Nectra, Sunfire • CISCO manufacturing and IOS support embedded in the – Entry Level V125 – V445 range support solution – Sun Mid-Range V690 – V890 • Highly competitive pricing when compared to – Sun UNIX® up to E25K OEM Support • Flexible contract model (not restricted to prepaid • Trusted IBM Customer Engineers providing service to 12-month contracts) CISCO’s own maintenance clients • Same Business Day and Next Business Day service levels as • Global Alliance between IBM and CISCO, providing joint standard, plus a variety of service hours client support for over 10 years • Highly Competitive Offering for equipment where the • Additional support services available, including IBM Support environments are stable and there is no need to upgrade Line for CISCO and IBM Network Assist the firmware. • Audits of your networking inventory available. Support for your x86 servers • Hardware maintenance for a wide range of non-IBM x86 servers including: – HP x86 Servers – Proliant ML, DL, C and P class Blades – Dell Poweredge Servers • Access to technical expertise on HP, Compaq and Dell equipment • Cost effective alternative to the OEM’s support • Remote technical support model which means that around 40 percent of problems are resolved quickly, without the need for on-site support • Comprehensive Operating System Support available, including Microsoft®, Linux® and VMware.
  • 12. 12 Can you afford not to? IBM Maintenance Solutions for Network Products Supporting your networks, regardless of manufacturer IBM offers a comprehensive maintenance service for network products, Highlights using tried, tested and trusted maintenance services. In most cases this is in partnership with the original manufacturer. • Total end-to-end client support for maximum client satisfaction IBM can provide multilingual call management from our UK based call • Expandable services to other centre, along with escalation, and client satisfaction responsibility up to multi-vendor environments manufacturer third level support. We also offer limited operating • Wide range of service level availability system support, software ‘how to’ support, first and second level remote allows smarter maintenance solutions support and on-site engineers with parts (typically manufacturers’ own spares) at variable response times to suit your needs. • Network engineers covering all of the UK • Agreements with major network Customers who buy Network Maintenance from IBM often benefit product manufacturers from substantial cost savings compared with the manufacturers’ own • Contracted access to manufacturer’s own support. In addition, in the case of CISCO, Juniper and Riverbed 3rd level support and spare parts. support, IBM service is delivered in collaboration with the manufacturer to ensure the highest level of support. IBM provides software application support for CISCO products via the IBM Support Line, delivered in collaboration with CISCO.
  • 13. IBM Maintenance and Technical Support Services 13 Benefits 24x7 support Our on-site Customer Engineers have instant access to the Reduce costs and effort IBM Knowledge Database, where they can access proven IBM Maintenance Solutions for Network Products helps your solutions to networking questions around the world. They also organisation avoid and reduce downtime whilst protecting the have access to IBM Centre of Excellence support specialists, security and resilience of your operations. 24x7, for help in solving complex problems with contracted manufacturer support if necessary. Reduce in-house resources and educational expenses Parts You can reduce the cost of in-house product education and Parts are typically provided direct from the manufacturer, certifications by choosing IBM to fix and support your but in some cases, depending upon the service level and network equipment. geography, logistics may be shared between IBM Global Logistics and the manufacturer. Better contract conditions If you already have an IBM Maintenance contract you can include your network equipment and profit from better volume conditions which may apply. Also benefit from flexible contract Why IBM? duration terms from one to three years or open ended. IBM supports a large number of network clients across many Coverage and skills sectors in the UK today, covering various service levels from IBM UK is a CISCO Gold and a Global Services Alliance next business day to 24x7, up to 2-hour on-site response Partner, and a Riverbed Authorised Support Partner with many times. IBM has successfully delivered multi-vendor services Certified Service Engineers, ensuring excellent first level to its clients for over 20 years. Our technical expertise and and field services whilst benefitting from special terms and proven support methodology helps us ensure our clients’ networks are supported and maintained in the best way, conditions with the manufacturers. regardless of the manufacturer.
  • 14. 14 Can you afford not to? IBM Support Line - Remote Technical Support Services Software Support on Linux, Windows® and VMware OS running on IBM and non-IBM Intel® x86 based machines Competitive and comprehensive software support for Red Hat, Highlights Novell (SUSE), VMware and Microsoft. IBM also offers Linux Subscriptions from Red Hat and Novell (SUSE). Assistance with: • Usage and installation Benefits • Compatibility and interoperability issues • Speeds problem determination and resolution • Enhances IT reliability and performance • Interpretation of product documentation • Eliminates client need to add staff for implementation • Problem determination and resolution and support • Allows unlimited support calls from an unlimited number • IBM and multi-vendor database searches of callers • Defect support, including change team • Enhances IT staff productivity. assistance and emergency fixes. Based on its partnerships with vendors IBM offers a lower cost alternative but provides a more comprehensive support solution. For Clients who need a single, trusted, knowledgeable support team to manage and resolve IT problems regardless of platform/vendor, IBM offers faster problem determination and resolution and reduced IT support costs. IBM Support Line for Linux, Windows and VMware helps eliminate the need to coordinate support among multiple vendors. • Are you running Linux and/or VMware? • Do you need to simplify your Linux technical support processes and structure? • Would you like to have a single-source for Linux technical support and subscription ordering services? • Are you sure your Linux subscriptions are current? • Are you having difficulty managing multiple subscriptions all with varying expiry dates? • Is maintaining a support agreement with multiple vendors straining your IT budget? • Would you be interested in one-stop, comprehensive support that provides flexible and affordable services for your IT environment?
  • 15. IBM Maintenance and Technical Support Services 15 IBM Support Line options IBM Support Line is designed for multi-vendor enterprises Support Line covers IBM and other popular software Support Line • Products Supported running on a mix of hardware, including: • IBM System z and IBM System x • Non-IBM Intel and original equipment manufacturer (OEM) servers including Sun, Dell and HP • Windows, Microsoft Applications • Red Hat and Novell SUSE Linux distributions Support Line (e.g. SQL, Exchange, Office etc) • VMware. for Windows and IBM Director IBM has a cheaper and competitive pricing methodology priced at system level for support. • Red Hat, SUSE Enterprise Linux Support Line and IBM Director for Linux • Option for Red Hat and SUSE Subscriptions • All the above plus VMware Support Line • i.e. Windows, Linux, Director, VMware for VWware • Option to renew VMware subs
  • 16. 16 Can you afford not to? IBM Enhanced Technical Support (ETS) Personal, integrated, proactive problem prevention and management Waiting for a problem to happen is like sitting on a time bomb. Too late Highlights you discover a problem, which had it been addressed earlier, would have avoided the breakdown in the first place! • Dedicated account advocate working on your behalf within IBM For organisations dependent on critical IT systems, assessing and • 30-minute rapid response to severity engaging with the best technical support provider is a delicate balance 1 problems between the needs of the business, the budget available and the service • Scheduled outage support, making sure levels on offer. IBM technical teams are aware of your scheduled changes You need an IT infrastructure you can rely on. But enterprise • Monthly reports with proactive system systems are becoming increasingly complex and resources are finite. information and support activity specific Trying to manage multi-product and multi-vendor environments is to your needs a major challenge – let alone trying to pinpoint the problem when • Seamless problem determination of your something goes wrong. In a critical situation, IT downtime can cost problem Hardware or Software your business dearly. • Problem isolation assistance on Enhanced Technical Support bridges the gap between hardware and multi-platforms or multiple IT environments. software support, providing you with a dedicated account advocate who works for you and for your IT systems availability. Proactive monitoring of your system allows your account advocate to pre-empt and resolve potential problems before they arise, saving you from system downtime and any associated costs and revenue loss.
  • 17. IBM Maintenance and Technical Support Services 17 What do you benefit from? FAQs • Can I contact my Remote Account Advocate at any time? – Remote Account Advocates (RAAs) operate within normal business Primary Contact hours (09:00 - 17:00, Mon - Fri). However, any severity Planned Outage Preparation 1 service request still has a 30-minute response, 24x7. Problem Management • If I require assistance outside prime shift hours, who can I contact? Review Calls – If your Account Advocate is already aware of the issue, they Remote Account Performance Management Advocacy will have made arrangements as appropriate with you and Service Privilege(s) IBM 1st or 2nd level support. If the issue has only just arisen, Proactive Tech Advice please call 0870 010 1952 (Software) or 0870 550 0900 Critical Call Monitoring (Hardware). If you need to escalate, please follow the Regular Contact Hardware or Software escalation routes. Your account advocate will contact you at the first opportunity during Monthly Reports prime shift. 30-Minute Response • My PMR is not a Severity 1 but business critical – can IBM help? Rapid PD Response – Issues such as time-critical updates within a strategic project H/W Break Fix can be just as important as a Severity 1 problem. If you find Base Support S/W Break Fix yourself in such a situation, please contact your RAA. He or she will ensure that all relevant support functions are aware of Base Support ETS your particular PMR and handle it accordingly. • Can I contact my RAA for issues not directly related to the IBM support? – Yes. Whilst your RAA might not be able to help directly, he or she will know where to channel your issue and who is the right person to contact you. Why IBM? The resilience of your infrastructure is paramount. It is therefore crucial to find a technology and service provider who will help you to pre-empt problems proactively, allowing you to concentrate on your core business processes.
  • 18. 18 Can you afford not to? IBM Retail Store Support Tailor-made service solutions for your store operations Delivering comprehensive support services for Highlights your retail IT infrastructure In today’s fast-moving retail business climate, there is intense pressure • Provides a single point of ownership for IT problems on operating budgets that is coupled with an equal pressure to maintain high levels of customer service. Your IT systems are an integral part of • A bespoke service for the retail your business and are a key element of the buying experience and environment with flexible support options interaction with your customers, so the business impact of IT issues is • Multi-vendor support for all your more critical than ever. With this in mind, you need to work with in-store IT service providers that understand these challenges and can deliver a • Remote support model to maximise range of services to meet your business requirements. IBM has been downtime and first-time fix delivering business critical support to the retail industry for over 30 years and we provide service to some of the largest retailers in • A UK wide service, available 24x7 the world. • Broad range of services from maintenance to total store support. Our service model is designed to provide rapid resolution to your IT hardware issues with minimum impact to your day-to-day operations. The retail environment is a complicated one and involves a wide range of IT products to support the store operations and enhance your customers’ experience. This complexity only adds to the challenges you face every day but having a single support provider for all your store requirements can take away the pain of managing this environment. IBM has a wide range of alliances and partnerships with leading IT suppliers in this market to enable us to provide service on all the leading retail products. This includes such names as CISCO, Motorola, Ingenico, Verifone, Zebra and many more. We can also manage other specialist suppliers to give you a single point of contact for all service related issues in your stores.
  • 19. IBM Maintenance and Technical Support Services 19 Our service solution can be tailor-made to meet your • A remote support model that is designed to resolve issues requirements. Our capabilities extend to all aspects of your without on-site support or to maximise first-time fix rates for IT infrastructure, including Point Of Sale, Self Checkout, calls that need an engineer visit – over 90% of calls have an kiosks, mobile solutions, RFID, digital marketing and many effective first fix action plan more. We can extend the service beyond basic maintenance • A UK wide multi-vendor support capability using IBM to include deployments, IMACs, refurbishments, inventory Customer Engineers. We maintain a wide range of management, remote management and a whole range of non-IBM products complementary services. Whatever your requirements, IBM • Tailored management information to give you an accurate can deliver your solution. view of your store support services and enable you to make informed decisions based on accurate data • A single point of contact for all your store support calls – we’ll • Dedicated Service Management will help drive service take problem ownership through to resolution improvements, conduct service reviews, perform trend • A single contract for all your store support requirements – analysis and be the single point of contact for all service issues we’ll even manage other suppliers on your behalf to help • Service requests can be placed electronically or via telephone reduce your supplier management activities – we can even integrate your support desk with ours to enable • Flexible service levels tailored to your needs – they can be automated call transfer and management varied by product, store, season, situation, etc • Your support solution can be tailored to include a range of • Service is available 24x7x365 including public holidays – and additional services – inventory management, refurbishments, options for seasonal variations to meet your business deployment projects, Installations/Moves/Adds/Changes, etc requirements • Remote management tools can be deployed to increase the • Access to IBM technical expertise, backed up by a worldwide effectiveness and scope of the support capability. support infrastructure
  • 20. 20 Can you afford not to? IBM ATM Maintenance Reliable, flexible and cost effective Changing patterns in work and social behaviour have seen the decline Highlights in face-to-face transactions and a growth in the use of self-service technology. Consequently the availability of self-service equipment • IBM service on non-IBM products directly impacts customer satisfaction and brand perception. including NCR, Wincor and Diebold • Over 15 years experience maintaining IBM has been successfully maintaining NCR, Wincor and Diebold original equipment manufacturer ATMs for over 15 years, offering leading SLAs and network availability (OEM) products using a dedicated workforce of over 100 support staff and engineers. • Service delivered by IBM’s dedicated ATM Our ATM Engineers have many years experience working on all makes and Self-Service Engineers and models of ATMs including the CCDM. Using a proven fix • High network availability methodology we are able to reduce call volumes and deliver low RA rates. • Flexible service levels tailored to meet business requirements Recently, IBM increased its investment in ATM and self-service • Reduced call volumes and low RA rates maintenance with a dedicated multi-vendor centre near Bristol for ATM training, ATM refurbishment and parts repair. • Single meet model for remote ATMs • Supplier managed service. Using IBM’s proven ‘Single Meet’ model we are able to reduce your annual maintenance bill with fixed pricing for all remote located ATMs. This model removes the need for a joint meeting between the Cash in Transit (CIT) and the ATM engineer. Our strategic partnerships with both the CIT companies allows IBM to provide the correct parts and technical support to the CIT who will deliver the service to these remote ATMs. This model has resulted in an increase in network availability, reduced maintenance calls and drives higher ATM profitability. With our ‘Supplier Managed’ model IBM will take full ownership of the ATM and manage all subcontractors who are essential to the day-to-day operation of the ATM including ATM cleaning and locking bars. Contact IBM to find out if we can reduce your ATM support costs and lower the burden of managing your ATM infrastructure.
  • 21. IBM Maintenance and Technical Support Services 21 Benefits • A reliable and cost-effective alternative • Ability to support any mixed technology within an ATM network including NCR, Wincor and Diebold • Flexible service levels to meet your business requirements ranging from next business day service up to a 4-hour call to fix • Single point of contact for all your ATM support calls • Genuine OEM parts – 85% of calls fixed first time using a part that our engineers carry with them • Dedicated ATM and Self-Service workforce with over 15 years experience • Our service delivery methodology provides you with high network availability allowing you to increase your ATM link revenue • An innovative model for remote ATMs that removes the need for dual meets with fixed costs delivering increased remote network availability • A range of additional services that includes cleaning, installations software and hardware upgrades.
  • 22. 22 Can you afford not to? For more information Support for every technology at the right price. To find out more about IBM Maintenance and Technical Support Services complete packages, please contact your IBM Business Partner or IBM Sales Representative. Visit: ibm.com/services/maintenance
  • 23. IBM Maintenance and Technical Support Services 23
  • 24. © Copyright IBM Corporation 2011 IBM United Kingdom PO Box 41 North Harbour Portsmouth Hampshire PO6 3AU. Produced in the United Kingdom November 2011 All Rights Reserved IBM, the IBM logo, ibm.com, System x and System z are trademarks or registered 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 ™), 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. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.com/legal/copytrade.shtml. Intel and Intel logo are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Other product, company or 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. Please Recycle 111817 (12/11) SB