IBM Enterprise Content Management Solutions Services and Support IBM Corporation

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1 IBM Enterprise Content Management Solutions Services and Support

2 Who is ECM Software Services and Support? Technical experts providing successful customer engagements and support Global technology and solution experts with: Field-tested experience Deep technical skills Direct ties to IBM teams and IBM Business Partners Ability to provide expert technical advice and offerings 2

3 ECM Software Services and Support Organization Consulting services Training and certification Technical support Accelerated value program IBM Software Development Teams 3

4 ECM Software Services and Support Organization 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 services Comprehensive services throughout the software lifecycle from exploration and planning to deployment, optimization and transition. Training and certification Accelerating successful product adoption and self sufficiency by empowering customers with knowledge and skills Technical support Rapid response to technical issues via online and phone based cross-platform software support information and experts Accelerated value program Providing proactive, enhanced support, a single point of contact, operational and technical guidance 4

5 ECM Consulting Services Review with Scott Addressing business needs and minimizing project risk Successful ECM projects require expert design, planning, implementation, and deployment skill and experience 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 5

6 ECM Software Training and Certification Accelerating product adoption, project success and self sufficiency Project success is greatly enhanced by knowledgeable and skilled teams 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 Sample offerings Hands-on technical training Instructor-led and self-paced delivery options Custom on-site training Product certification, preparation and testing 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. 6

7 ECM Technical Support Maximize ROI on ECM investments Award-winning IBM Support Portal System availability and reliability requires proactive maintenance and fast response to technical issues 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 Sample offerings 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 7

8 Accelerated Value Program Proactive. Preventive. Personalized [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. Go- Live! Improving productivity, reducing costs and implementing recommended practices is achieved with your trusted support advocate 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 Sample offerings 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 8

9 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! 9

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