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TSS Maintenance Offerings
ACCESS TO A KNOWLEDGE POOL OF SUPPORT SPECIALISTSPROVIDE HARDWARE DEFECT SUPPORT FOR IBM PRODUCTSHELP MINIMIZE COSTLY DOWNTIME AND PROTECT AGAINST OUTAGESPROVIDES ACCESS TO IBM INTELLECTUAL PROPERTY (I.E. FIRMWARE UPDATES)PROVIDES CAPABILITIES FOR AUTOMATED MONITORING AND SERVICE TICKET OPENING („CALL HOME“ FUNCTIONALITY)ENABLE ACCELERATE RECOVERY
Offering OverviewIBM Hardware Maintenance is a post-warranty offering,
which provides continuity of service for post warranty is the foundation for enhanced services helps clients achieve timely problem resolution
The base maintenance service associated with machine type/model is defined by a combination of: The applicable Service Delivery Method (SDM) A target Response Time Period of coverage in days per week and hours per
day
Trigger events Client asks for support for a machine not covered by an
IBM maintenance contract
client needs defect support
client wants to download a firmware / microcode
Value For the Client
WARRANTY & MAINTENANCE SERVICE UPGRADE
Warranty Service Upgrade (WSU) and Maintenance Service Upgrades (MSU) enhance the level of service from the base service offered during warranty and post-warranty respectively for a given machine type/model.
Upgrade service delivery method : entitlement to full onsite part replacement of customer replaceable units (CRU) by IBM.
Higher level of target response time (next day to same day)
Extend coverage hours (5x9 to 7x24) Client can tailor the service level to his
needs
Client has a need for higher service level than the standard warranty terms to i.e.
get support on weekends (WSU 7x24) get replacements done by IBM for Customer
Replacable Units (CRU)
Trigger EventsOffering Overview
Multivendor Support Service
Maintenance Services for non-IBM Products offer customized services to help simplify the complexity of managing maintenance within clients multivendor environment.single price, single contract and single invoice for IBM and non-IBM systemsEnd to end support covering the entire data center(IBM & non IBM) : network, Servers, Storage, Cloud Consolidated performance tracking and reportingTransition management services (OEM storage, servers to IBM world)Project management for integrated maintenance activitiesIBM provides a single point of contact and support for a comprehensive solution that helps optimize clients investments.
Offering Overview
Trigger Events
primary target clients are clients with a current IBM inventoryclient is unhappy with his current support providerclient would like to have one Service Provider for all brands.client needs to renew his contract within 8 months clients non-IBM inventory is >3 years old (servers and storage)
Not looking for OS support as their systems are stable clients having a large wintel servers install base (high SLAs)clients who are not having on going development projects on their systems (in terms of: SW and HW Upgrade or Expansion)clients where STG are trying to displace Oracle/HP the clients networking inventory is mainly composed but not limited to Cisco, Juniper, Avaya, ADVA , F5, Riverbed, Polycom equipment
Value For the Client Single point of contact, one
problem owner and one contract Significant lower maintenance
cost with higher SLAs and efficiency
Reduced local efforts for procurement and IT operation team
Why IBM IBM as a leading service provider,
with proven structures and capabilities available 24 x 7 (Same support structure used for non-IBM systems as for IBM machines)
Broad product know how, due to world wide support capabilities
MVS support is already provided to huge number of clients including all Strategic Outsourcing clients
Software MaintenanceOffering Overview
IBM Software Maintenance is a remotely delivered support service to help diagnose and resolve common problems with operating systems and application software on IBM and specific non-IBM products one-stop access to highly-skilled IBM specialists with direct links to both IBM and vendor skilled development labs to help ensure swift problem resolution Expert technical support for routine and business critical “severity 1” issuesIBM is a single source of support for a broad range of technical support issues thereby reducing the need for internal client resources skilled in system and software implementation allowing the client to concentrate on day-to-day business projects
Trigger Events
Need to increase availabilityIncrease system availability while not losing or slowing down end user and client accessibility Increase availability to decrease risk
Need to reduce costs Shrinking IT budgets put a new level of focus on your IT departments ability to take-on new projects while tasked with the existing mission-critical ones. need to protect your budget without impacting your mission-critical production applicationsSpeed return on investment while driving productivity
Value for the client
Access to a knowledge pool of support specialistsEnhanced software availability by delivering timely problem resolutionAbility to upgrade to the latest eligible softwareFlexible and easy way to purchase SWMA, consolidating multiple systems and offering multiyear options in a combined rolling contract.
Support Line
Offering - Overview
Provides support for those operating systems and associated products that are not available with the Software Maintenance like Windows, Linux, VMware, Storage, System z
Support Line offers remote assistance and answers to
usage and installation questionsproduct compatibility and interoperability questionsinterpretation of product documentation
Trigger eventsClient asks for Support on non-IBM Operating Systems like Windows, Linux or VMware Client needs How-To Support / has questions which are related to product usage and configuration of his productsClient has problems to understand the manual or to follow the instructionsClient wants to get support from a single vendor taking ownership – HW and SW support in one responsibility
Reduced operational environment downtime and enhanced availability.Reduced cost of supporting the IT environmentSupport is available 24x7 for business critical issues. Helps speed resolution with a single vendor taking ownership from initial problem report through resolution
Value for the Client
IBM support personnel is cross-trained in Linux/Windows operating systems, IBM server hardware and IBM storageExperience with VMware integration problems related to SANsCompetitive pricing, support groups allow clients flexibilityUnlimited calls, unlimited callers, unlimited hours of supportHW and SW Support available from IBM, taking ownership
Why IBM
Leon Henry
0044 2392 289 644
www.ibm.com/ibm/uk/en/resources/leon_henry/
