IBM Managed Support ServicesIBM Managed Support Services An Integrated Approach to Streamline...

| May 19, 2010

IBM Maintenance and Technical Services

© Copyright IBM Corporation 2010

Technical Workshop

IBM Managed Support Services An Integrated Approach to Streamline

Support for Your Entire Multi-Vendor IT

Environment

MAY 2010

Technical Workshop | May 19, 20102

IBM Maintenance and Technical Support


� IBM Corporation

Common Support Issues In a multi-vendor IT environment,

� Establishing – and achieving – consistent service levels in a multi vendor IT environment

� Determining the cause of problems : Hardware? Software? Both? Who do we call?

� Keeping end users happy

� Running a responsive, effective help desk

� Meeting service cost objectives

� Managing growth and change




� IBM Corporation

Difficulties In Managing Across non-integrated silos

� Multiple service providers

� Multiple contracts and invoices

� Fragmented delivery and managementof performance tracking and reporting

� Geographically dispersed locations

� Multiple maintenance processes – no single point of contact for service requests, status, issue escalation and resolution

� Individual departments providingcomponent support of overall process

� Keeping current with the latest fix levels

Service Delivery Inventory Billing Contracts

Business Environment




� IBM Corporation

Realizing business value through IBM Managed Suppor t Services - managed technical support

� Managed Technical Support provides:

- a single point of contact and accountability therefore faster problem resolution in supporting multivendor products and peripherals

- delivers a consistent and simplified service delivery model and business process. (invoice , contracts, reports and reviews)

- A solution tailored to your business objectives and availabilityrequirements

� Using an integrated approach to streamline your support IBM help customers

- Transfer the IT management burden by minimizing downtime — even improve availability — via proactive reporting and analysis

- Reduce the cost of maintenance, service and support and improve business operations

- Free your IT staff to focus on high-priority , revenue-generating activities , and helping your organization to stay competitive




� IBM Corporation

Anticipated benefits from a total support solution aligned with your business requirements

Faster problem determination and

resolution

Consistent service levels across your enterprise

Reduction of downtime Lower operating costs and reduced administrative burden

Increased end-user satisfaction

Greater flexibility with scalable support




� IBM Corporation

IBM Managed Technical Support Services provides a s ingle focal point and a single contract for technical support…enterprisew ide, worldwide

� Hardware & Software Delivery Management� Availability Management� Change Management� Electronic Link Option� Vendor Management� Inventory Management� Reports and reviews� Tailored Invoicing� Warranty Management

Management Services

Multivendor Software ServicesMultivendor Hardware Services

� Basic software installation and usage support

� Standard and advanced software support solutions

� Hardware warranty (break/fix) and maintenance

� Moves, adds, changes

� Time and material services

�� PC servers �� Mid-range and UNIX® servers �� High-end processors �� High-end storage �� Printers �� Network equipment �� POS �� Banking/ATM �� Kiosks

�� Operating systems (Microsoft®, Linux®, IBM, Sun, HP, other) �� VMWare �� Networks �� Desktop end-user software




� IBM Corporation

Why IBM? In a few words….

Our people

� Leading Support expertise

- 197,000-plus IBM Global Services Employees in more than 170 countries around the world

- In-depth training and skills enhancement

- Access to specialists and engineers locally and internationally

� Client relationships built on trust – IBM has always been there and understand your pains and challenges

Our support processes and tools

� Integrated service delivery model

� Virtually unparalleled support infrastructure

- Proprietary knowledge bases and Collection of Best Practices

- Leading-edge automation and tools

- Strong Relationship with major equipment suppliers and

service providers worldwide

� Extensive global reach




� IBM Corporation

Remote Monitoring� Call home feature

� Remote diagnostics

Clients� Electronic access

� Self-service

� 800-IBM-SERV

� Electronic problem submission

Remote Support Centers� Problem determination

� Technical action plans

� Problem resolution

IBM Service Rep� Wireless communications

� Service call reporting

� Parts ordering

� Tech info

� Education

WW Service Databases� Account information

� Product information

� Service applications

� Problem history

� Installation planning

Response Coordination� Service rep availability

� Call assignments

� Skill profiles

� Entitlement

IBM technical support infrastructure integrates people and processes end-to-end, from problem report to resolution

Available on selected IBM server and storage products

WW Parts Management System� Service parts supply chain expertise� Parts planning and procurement

� Logistics� Reutilization� Inventory

optimization

Service Delivery Planning� Product support planning

� Maintenance package effectiveness

� Serviceability requirements

� Client call history

� Performance monitoring

Product Information

TSKBSSystems

PTF's/ APAR's

Technical Pubs.

Cust Profile DB

Users Status Data

EntitlementDB

Diagnostics DB




� IBM Corporation

IBM MALAYSIA MAINTENANCE AND TECHNICAL SUPPORT SERVICES CALL PROCESS

CUSTOMERS

1800-88-8558Regional Contact Center

Assign engineers

Regional Support CenterSMEs, Specialists

Resolve problem & work with on-site country team

Field Engineers – Tools and Parts

Parts Mgmt System Management supportEscalation process




� IBM Corporation

IBM MALAYISA MAINTENANCE AND TECHNICAL SUPPORT TEAM

� KLANG VALLEY MAINTENANCE AND TECHNICAL SUPPORT TEAM

- Services engineers – 219

NON KLANG VALLEY TEAM

- Kangar – 1 - Kuantan – 2 - Kerteh - 1

- Alor Setar – 2 - Johor -6

- Penang- 9 - Kota Kinabalu - 3

- Seberang Jaya – 2 - Labuan - 2

- Ipoh -2 - Sandakan - 1

- Taiping -1 - Tawau - 1

- Seremban – 2 - Miri - 1

- Melaka – 2 -Sibu - 1

- Kota Bharu – 1 - Kuching – 3

- Kuala Terengganu – 1 - Brunei - 3




� IBM Corporation

� Perform due diligence on your target IT environments

� Design a managed support solution tailored to meet your unique business requirements

� Transition by platform or by location to ongoing steady-state management by IBM

� Continuously improve the solution to help deliver the best support at the best price on an ongoing basis

IBM methodology for managed technical support

IBM methodology for Managed Technical Support

MM&SS Solution Overview

Identify &

Prioritize Paint

Points

,

Phase 3

Detail DesignDevelop

TransitionPhase

Platform 1, 2, 3, n

Location 1, 2, 3, n

Phase 4 Deliver Service

Ongoing operations

Manage DeliveryManage Delivery

Phase 0

MTSSS Workshop

Identify &

Prioritize Pain

Points

Due Diligence & Design Solution Phases

Phase 2

Assessment

Strategy

Solution

Design Solution

Asset Inventory

ProposalService Delivery

Contract Management

Billing Management

Phase 1

Assessment

Strategy

Solution

Due Diligence

Asset Inventory

ValidationService Delivery

Contract Management

Billing Management

AssessmentTo Be Model

Proposal

ASSESSASSESS PLANPLAN DESIGNDESIGNIMPLEMENTIMPLEMENT RUNRUN




� IBM Corporation

THANK YOU

13



� IBM Corporation

BNM, Al-Rahji, Air Asia, JIM, The Royal Bank, AmBan k and more…

Some IBM-MVS Clients




� IBM Corporation

Ipoh

Penang

Kuantan

Johor Baru

KLANG VALLEY

Butterworth

A.Setar K.Bharu

K.Terengganu

Seremban

Taiping

Melaka

Batu Pahat

Kuching

Kota Kinabalu

Miri

Labuan

Bintulu

Sandakan

Tawau

24hrs

1 800 88 8558 Single Point of Contact

For Hardware and Software post-sales services

BRUNEI

MALAYSIA

24HOURS

Manager & Engineers on standby 24 hours

Remote Support Facilities- ECS, RETAIN- PHONE- INTERNET

Parts backup from AP countries- Normal/Emergency Order- Handcarry

REMOTE LOCATIONS

Our infrastructure covers the whole country with ov er a Our infrastructure covers the whole country with ov er a hundred engineers at your servicehundred engineers at your service

RUSSIACANADA

UNITED STATES

MEXICO

CHINA

MONGOLIAKAZAKHST AN

INDIA

UZBEKISTAN

KYRGYZSTANTAJIKISTAN

NEPALBHUTAN

BANGLADESH

BURMAVIETNAM

THAILAND

LAOS

CAMBODIA

MALAYSIA

INDONESIAPAPUA NEW GUINEA

AUSTRALIA

NEW ZEALAND

GUATEMALA

HONDURAS

BELIZE

EL SALVADORCOSTA RICA

PANAMA

DOMINICAN REPUBLIC

CUBAHAITI

VENEZUELA

COLOMBIA

ECUADOR

PERU

BOLIVIA

GUYANASURINAME

FRENCH GUIANA

BRAZIL

ARGENTINA

CHILE

PARAGUAY

URUGUAY

JAPAN

NORTH KOREA

SOUTH KOREA

PHILIPPINES

TAIWAN

TURKMENISTAN

AFGHANISTAN

PAKISTAN

NICARAGUA

J AMAICA




� IBM Corporation




� IBM Corporation

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� IBM Corporation




� IBM Corporation

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