What’s new in IBM Support - Sched new in IBM... · What’s new in IBM Support with a few years...

https://ibm.biz/Bdi5dv

What’s new in IBM Supportwith a few years horizon…

Jonas EngvallTechnology Support Services

2017-10-17

https://ibm.biz/Bdi5dv

Agenda▪ Ongoing Support Center relocations

– IBM i Global Support Centre (iGSC)

– Global Competence Center (GCC) Sofia

– Global Competence Center (GCC) Cairo & Bucharest

▪ Salesforce for Support

▪ MultiVendorService (MVS)

– OSS

– Nutanix

– SupportLine for Linux, Vmware & Windows

– RedHat and SUSE Linux subscriptions

▪ Actual Support Extension for IBM i & AIX

▪ Medallia for IBM & Support, our client satisfaction followup process

▪ Kommande IBM flytt

▪ Q&A

Support center relocations


▪ IBM i Global Support Centre (iGSC) for IBM i products

– “IBM iGSC - Continuing Quality Support for the Future”, Data3 HK 2011

▪ Manned in Nordic by Sandra Ljungquist (Sweden) and Tommy Rasmussen

(Denmark)

▪ Virtual team cross Europe & US

▪ Managed from Rochester US

– Escalations via:

▪ Technician owning the Service Request

▪ Local ETS advocate

▪ Sweden Call Entry +46-771-171040, ask for Service delivery Manager

▪ iGSC Duty Manager +1-507-286-6004


▪ Cluster Competence Team (CCT) for Power and Storage in GCC Sofia, Bulgaria

– Base in Sofia with virtual team meambers all over Europe including Swedish/Nordic

members

– Managed from GCC (Global Competency Center) Sofia

▪ Power i

▪ Power p

▪ CCT1 Storage for DS8K, DS6K, XIV, Flash systems…

▪ CCT2 Storage for SVC, Storwize, Unified, Sonas…

▪ CCT3 Storage Networking, DS3/4/5K, Nseries…

▪ CCT4 VirtualTape, (VTS/ProtecTIER), Tapelibrary, Tape…



▪ If ETS, local ETS advocate

▪ Sweden Call Entry +46-771-171040, ask for Service Delivery Manager (SDM)


▪ Cluster Competence Team (CCT) for AIX, PowerVM, PowerHA and Linux in GCC

Cairo, Egypt as Bucharest, Romania.

– Base in Cairo (Bucharest) with virtual team members all around Europe

– Managed from GCC (Global Competency Center) Cairo and Becharest

▪ AIX

▪ PowerVM

▪ PowerHA

▪ HMC

▪ .....



▪ If ETS, local ETS advocate

▪ Sweden Call Entry +46-771-171040, ask for Service Delivery Manager (SDM)







– OSS

– Nutanix






▪ Q&A

8

Video: Salesforce & IBM https://www.youtube.com/watch?v=3gJnE_ILq8c

https://www.youtube.com/watch?v=3gJnE_ILq8c

Salesforce for Support

▪ Mar 07, 2017 By Salesforce: IBM and Salesforce Announce Landmark Global Strategic

Partnership

– IBM (NYSE: IBM) and Salesforce (NYSE: CRM) yesterday announced a global strategic

partnership to deliver joint solutions designed to leverage artificial intelligence and

enable companies to make smarter decisions, faster than ever before. With the

partnership, IBM Watson, the leading AI platform for business, and Salesforce Einstein,

AI that powers the world’s #1 CRM, will seamlessly connect to enable an entirely new

level of intelligent customer engagement across sales, service, marketing, commerce

and more.

– ....... As part of the partnership, IBM will deploy Salesforce Service Cloud across the

company to transform its global product support services and gain a single, unified view

of every IBM customer…..

https://www.salesforce.com/blog/2017/03/ibm-salesforce-strategic-partnership.html

https://www.salesforce.com/blog/2017/03/ibm-salesforce-strategic-partnership.html

What is Salesforce for Support?

▪ Provide a radically improved client experience, unifying Support under one platform for Ticketing, Knowledge Management, and Watson/Cognitive capabilities

▪ Provide IBM Support personnel with 360 views of clients and improved capabilities to drive client advocacy

▪ Simplify and streamline IBM’s Support processes

▪ Speed implementation of Watson/Cognitive solutions

▪ Modernize IBM’s Support application portfolio

▪ Enable IBM Support to sunset nearly 100 legacy applications over the next 3 years

Salesforce for Support Goals Value Proposition

Busin

ess

IT

▪Reduce Support’s toolset▪Deploy 6600 seats onto Salesforce in 2017 and 20,000 seats by 2019

▪Drive customer loyalty through an improved experience▪Simplify and drive consistency across Support processes▪Meet the customer where they are▪Customer expansion: cross sell / upsell▪Employee productivity


▪ Current Support Portal and Service Request entry point:

– www.ibm.com/support

– www.ibm.com/support/servicerequest

automatically re-routes to:

▪ Future Support Portal and Service Request entry point:

– www.ibm.com/mysupport

for Salesforce enabled products...

http://www.ibm.com/support

http://www.ibm.com/support/servicerequest

http://www.ibm.com/mysupport

Salesforce for Support Deployment Plan

Remote and On-SiteParatureEarly Adopters

Early Adopters Parature First In Line Remote On Site

Approved software or

hardware offerings that

meet qualification

criteria and agree to

limited functionality

All remaining XaaS

and on-prem offerings

currently being

supported within

Parature

Offerings that

expressed interest in

onboarding as soon as

possible

All remaining XaaS,

remote software and

hardware

All hardware offerings

that provide on site

support

6 Products / 100+

Users

June 26 2017

190 Products / 2,000+

Users

August 28 2017

400 Products / 4,000+

Users

November 2017

6,000+ Users

2018

7,000+ Users

2019

• Watson Conversations• Pilot 1 product

• Watson Discovery

• Watson QQI

• Continue Watson Solution roll-out


• Onboarded on June 26, 2017 (selection):

• DB2 Web Query for i (IBM Systems)• TSM Fastback for Workstations (IBM Systems, Storage)• Spectrum Cluster Foundation (IBM Systems, Storage)• Spectrum Conductor with Spark (IBM Systems, Storage)

• Onboarded on September 11, 2017 (selection)

• DB2 for LUW (IBM Analytics, Private Cloud)• dashDB (IBM Analytics, Private Cloud)

• Onboarding in near time (selection)

• SPSS• Security products

• .........

14

Video: New My Support Community https://www.youtube.com/watch?v=YNRTVAqD75U

https://www.youtube.com/watch?v=YNRTVAqD75U







– Open Source Support (OSS)






▪ Q&A

16

Video: Open Source Support https://www.youtube.com/watch?v=2rTiOTFRX2o

https://www.youtube.com/watch?v=2rTiOTFRX2o

IBM Technology Support Services (TSS) landscape

17

18© 2016 IBM Corporation | IBM Confidential

“Who you gonna call?”













▪ Q&A

Support Extension for IBM i & AIX▪ Software lifecycle

– https://www.ibm.com/software/support/lifecycle/

▪ Service Extension for End-of-Service IBM Software

– https://ibm.biz/Bdjan9

https://www.ibm.com/software/support/lifecycle/

https://ibm.biz/Bdjan9

Support Extension for IBM i & AIX▪ Supported Product List

– http://www-03.ibm.com/services/supline/products/ExtSup.html

http://www-03.ibm.com/services/supline/products/ExtSup.html













▪ Q&A

for IBM & Support

Shorter, more targeted surveys across

multiple touch points providing

insights on a real time basis to those who

can immediately act upon them

for IBM & Support

Detractors Passives Promoters

Detractors Passives Promoters

Example:Given we have 100 trailer call surveys where 55 rated the Loyalty question 9 or 10. This is 55% Promoters.15 rated between 0 and 6, so 15% Detractors. That means the NPS is 40 (55%-15%)Passives are not counted.

Types of Alerts*

Priority Type Criteria

1OSAT Overall/Remote/

Onsite Support< 4 rating

2 OSAT Ease of Opening < 4 rating

3 LTR IBM < 4 rating

4 Perfect 10 All ratings 10’s

• Continuos feedback• Client as Internal

• Continuous improvement

35

Medallia Dashboard Views

36


37













▪ IBM HQ move upcoming, planned to November 27

▪ Q&A









– RedHat and SSUS Linux subscriptions



▪ IBM HQ move upcoming, planned to November 27

▪ Q&A

Q&A?

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