© 2013 IBM Corporation

IBM Enterprise Content Management Solutions Services and Support

© 2013 IBM Corporation2

• Field-tested experience

• Deep technical skills

• Direct ties to IBM teams and IBM Business Partners

• Ability to provide expert technical advice and offerings

Global technology and solution experts with:

Who is ECM Software Services and Support?Technical experts providing successful customer engagements and support

© 2013 IBM Corporation3

Consulting services Technical supportTraining and certification Acceleratedvalue program

IBM Software Development Teams

ECM Software Services and Support Organization

© 2013 IBM Corporation4

Our mission is to accelerate client success with IBM Enterprise Content Management technology by helping customers transform software into solutions, build skilled teams and enhance their solutions to meet new business requirements.

Consulting servicesComprehensive services throughout the software lifecycle from exploration and planning to deployment, optimization and transition.

Technical supportRapid response to technical issues via online and phone based cross-platform software support information and experts

Training and certificationAccelerating successful product adoption and self sufficiency by empowering customers with knowledge and skills

Acceleratedvalue programProviding proactive, enhanced support, a single point of contact, operational and technical guidance

ECM Software Services and Support Organization

© 2013 IBM Corporation5

ECM Consulting Services – Review with ScottAddressing business needs and minimizing project risk

IBM delivers:

• Business solutions across a wide array of industries

• An extensive history of successful engagements

• Proven methodologies and tools

• Scalable engagement options to meet customer needs and budgets

• A worldwide practice with large and experienced consultant teams

• Direct access to IBM software development

Sample offerings• Enterprise consulting• Infrastructure design services• Solution planning and deployment services• Quick Win implementation services • System management, optimization and transition

services

Successful ECM projects require expert design, planning, implementation, and deployment skill and experience

© 2013 IBM Corporation6

Sample offerings

ECM Software Training and CertificationAccelerating product adoption, project success and self sufficiency

IBM delivers:

• Solutions that are better designed to meet business objectives

• Client teams who more actively participate with IBM and partner teams throughout their projects

• Faster time to value from technology investments

• Higher product adoption rates across the organization

• Greater ability to integrate new technologies

• Certification programs that provide individuals with the appropriate skills and accreditation needed to succeed.

• Hands-on technical training• Instructor-led and self-paced delivery options• Custom on-site training• Product certification, preparation and testing

Project success is greatly enhanced by knowledgeable and skilled teams

© 2013 IBM Corporation7

Sample offerings

ECM Technical SupportMaximize ROI on ECM investments

IBM delivers:• Support to get up and running faster; Minimize

Shelfware : Maximize Deployment• Robust online tools and web support. Leverage

IBM’s eSupport Tools

• 24x7 voice technical support for Severity 1 issues• Unlimited number of designated IT technical staff

that can contact Technical Support for help• High quality fixes and information• Ongoing communication regarding problem status

• Global 24 x7 technical support • Electronic and voice technical support• On-line account management tools• IBM Support Assistant• Defect and routine how-to support• Advice on IBM software maintenance

System availability and reliability requires proactive maintenance and fast response to technical issues

Award-winningIBM SupportPortal

© 2013 IBM Corporation8

Accelerated Value ProgramProactive. Preventive. Personalized

Go-Live!

“[IBM Software Accelerated Value] was the best decision we’ve made… it has really helped us overcome any obstacles to deploy our IBM software more rapidly. I know we could not live without it…it’s well worth every penny.”

- Rob Livingstone, CIO RICOH Aus.

• Accelerated Value Leader – your liaison to IBM and third-party teams

• Accelerated Values Specialist – your technical expert

• Remote and emergency on-site assistance• Priority call handling

Sample offerings

IBM delivers:

• Proactive planning to reduce interruptions

• Assistance to maximize product and feature usage

• Best practices sharing for system readiness

• Proactive analysis to reduce incidents

• Reporting on support issues and trends

• Escalation management

Improving productivity, reducing costs and implementing recommended practices is achieved with your trusted support advocate

© 2013 IBM Corporation9

ECM Software Services and Support:Accelerating your success

Together, Consulting, Training, Technical Support and the Software Accelerated Value Program transform software into solutions.

Look to ECM Software Services and Support for:

• Complete services portfolio that addresses your entire project lifecycle

• Project success and system supportability delivered by a single provider

• In-depth product knowledge and unmatched expertise and experience

• Powerful business partnerships

• Field-tested experience

• Faster results – accelerated ROI

• Lower total cost of ownership

• Solutions with a future!