TECHNICAL SUPPORT SERVICES

Transcription

1 THE 2011 TECHNICAL SUPPORT STORY Technical Support Services IBM Global Technology Services TECHNICAL SUPPORT SERVICES 2012

2 Technical Support Services (TSS) One of the largest hardware maintenance providers in Canada (IBM and Multi-Vendor) 20+ years of expertise in multi-vendor maintenance services with experience in mission critical environments support for IBM hardware, OS, middleware applications as well as third party hardware and software via a single phone number Remote technical support for product defect and usage or how-to questions WW Parts Management System Response Coordination Knowledge Service Database IBM TECHNICAL SUPPORT INFRASTRUCTURE Remote Support Centres IBM Service Reps. Technical Support Services Canada TS Employees 800+ Service Support Reps 20 Branch Offices and Main Parts Centres 48 Remote Locations / Parts ISO 9001:2000 Certified* *In most areas Remote Monitoring 2

3 Technical Support Services (TSS) Value Cost effective Purchasing high priority resolution levels and annuity based maintenance contracts where fixed and consistent pricing can result in reduced operating costs Integrated Reducing the complexities in a multi-product and multi-vendor environment Rapid and Reliable Speeding up resolution with fast response times and direct access to the IBM knowledge bases Proactive Providing guidance and advice to prevent unscheduled downtime or performance bottlenecks and to optimize their systems IBM Technical Support Services Is a continuum of multi-vendor infrastructure support services that offer you a way to simplify the management and increase the availability of your IBM and multi-vendor IT environment by leveraging IBM s global support capabilities, delivered when and where you need them. 3

4 Client Support Needs Are Evolving IBM is proactively developing solutions to address existing and emerging client needs IBM can help you prevent downtime and ensure continuous availability Existing Client Environments Individual Product Support IBM s Solutions Integrated Infrastructure Support Traditional Infrastructure Support Mitigate System Outages Fixed Machine Level SLAs Virtualized infrastructure Support Preventive & Predictive Maintenance and Performance Optimization Flexible SLA s Driven by Business Needs IT Infrastructure Availability Process/ Application Availability Multiple Support Providers Single Accountability 4

5 TSS Service Offerings Overview TSS Solution Offerings Let us help you focus on more strategic initiatives so you can achieve greater business value. Many organizations put their systems in the hands of IBM service experts We maintain a nationwide pool of highly trained technicians ready to go on-site at a moment s notice We provide remote technical support specialists around-the-clock, with global access to IBM product engineering, IBM Development and Vendor Technical Support Benefits Smart Don t call us; we ll program your system to call IBM if it needs help. Fast Our technical support experts already know all about the problem and how to solve it before they call you. Skilled There s not a lot our technical experts haven t seen before. 5

6 HW Maintenance Support for IBM Servers & Storage IBM offers a wide variety of maintenance programs designed to meet your specific business needs Remote support Predictive and Preventive support Depot repair and on-site repair Warranty service upgrades enhance the level of service from the base warranty service and can include Extended hours of coverage (24x7x4 hour response) Upgraded service delivery method (SDM) Higher level of response time objective Warranty and Maintenance Options Upgrade your original warranty and get Maintenance Services to ensure you are supported after warranty System z196 OpenPower System p7 System i IBM System Storage BladeCenter System x zseries pseries 6

7 Support Services 24X7x365 Retail Around the clock support Supporting the hardware infrastructure is your first line of defense for high availability The software layer is equally important Any unforeseen glitches could immediately impact your productivity Help your organization achieve non-stop operations Delivered by highly skilled software service specialists working with state-of-the-art systems and leading edge support Over 7,000 software calls per month in both English & French Extended Support Premium Support Temporary Transition Support (TTS) Service Extension (SE) Total Content Ownership (TCO) Enhanced Technical Support (ETS) Base Support Passport Advantage Support line/alert/ Resolve Linux Support Line maintenance (SWMA) Support Line for System x ServicePac for System x ServicePac SWMA & Support Line Group Mainframe System z Power System p & i Modular System x Storage 7

8 IBM x86 Servers (System x) & TSS Offerings As the planet becomes smarter, your IT requirements grow to meet new challenges and opportunities. From System x to BladeCenter, IBM will help improve the service you deliver to clients while managing your risks and reducing your costs. With our latest x86 rack, your business has access to: Rack-optimized Towers More processing power More memory ex5 Ultra memory scalability Increased storage Greater reliability Virtualization, HPC, CloudBurst TSS Offerings Warranty Service Upgrades (ServicePacs / Service Suite) 24x7 on-site response 4 hour response time Repair with parts & labour Maintenance (HWMA) 9x5x4 hour response time 24x7x4 hour response time On-site repair with parts & labour Support for System x 24x7 for critical issues Support Line: how-to inquiries Managed Technical Support x3100 M3 x3200 M3 x3400 M3 x3500 M3 x3850 X5 x3690 X5 x3650 X5 HX5 Cluster 1350 idataplex dx360 M3 Multi-vendor support for both HW & SW Single point of accountability Microcode HD Retention, Eradication & Destruction 8

9 Power Systems & TSS Offerings The new POWER7 processor-based systems redefine computing to address the challenges of a smarter planet large scale business analytics and databases, high volume transaction processing, and consolidation to exponentially lower costs. Energy efficient systems for midsize businesses Power 560 Power 710 Power 720 Power 730 Power 740 TSS Offerings Warranty Service Upgrades 24x7 on-site response 4 hour response time Repair with parts & labour Maintenance (HWMA) 9x5x4 hour response time 24x7x4 hour response time Repair with parts & labour Maintenance (SWMA) 24x7 for critical issues Access to subscription updates Power 525 Power 770 Power 575 Power 780 Power 795 IBM Systems Enhanced Technical Support Designated support specialist Proactive support, integrated approach Enhanced response time Performance Management for Power 9

10 System z & TSS Offerings IBM provides world-class IBM mainframe technology to help today's enterprises respond quickly to evolving business conditions and with extreme flexibility. TSS Offerings Maintenance (HWMA) 24x7x4 hour response time Remote Support On-site repair with parts & labour Support IBM zenterprise 196 IBM z10 Enterprise Class IBM System z10 Business Class Support Line: how-to inquiries Support line for Linux Alert Resolve Remote Premium Support On-site Premium Support Maintenance Enhancement Option zhybrid System z Guided Maintenance / Firmware Management Supported IBM zenterprise 196 Integrated Ensemble Management firmware Blade Center Extension Enhanced Technical Support (ETS) Team of technical support specialists working as an extension of your IT Staff Team monitors your IT environment and provides direction and advice 2011 IBM Corporation 10

11 Storage Products & TSS Offerings Storage is growing at a rapid pace In 2008, the total storage capacity purchased with enterprise storage arrays was Exabyte's. Gartner forecasts that in 2013 this figure will increase to Exabyte's, a nearly nine fold increase in just five years. (Gartner, 2010) Small Mid Range Systems Enterprise Systems TSS Offerings Warranty Service Upgrades 24x7 on-site response 4 hour response time Repair with parts & labour Maintenance (HWMA) Post warranty coverage 24x7x4 hour response time 9x5x4 hour response time On-site repair with parts & labour Maintenance (SWMA) NEW Disk DS3400 DS4000 EXP420 DS4000 EXP810 EXP2500 EXP3000 Storwize V7000 NAS N3700 N5000 Gateway N5000 Disk Tape 3580 Tape drive 7214 Tape & DVD 7216 Multi-media TS2230/ TS2340 TS3100/ TS3200 SAN SAN40B/SAN80B Cisco MDS 9124 Cisco MDS 9216A Cisco MDS 9216i Cisco MDS 9134 Disk DS5000 DS8000 Information Archive XIV Storage System Tape TS3500 TS1120 TS7650G ProtectTIER TS7680 ProtectTIER TS7700 NAS N7000 Gateway N7000 Modular Disk STN STN 6500 / STN 6800 SAN SAN16B/ SAN16M SAN140M SAN256B/ SAN256M Cisco MDS 9506 Cisco MDS 9509 Cisco MDS x7 for critical issues Subscription updates and software support Support 24x7 Critical issues Support Line: how-to inquiries Value-Add Services HD Retention, Eradication & Destruction 11

12 Solutions / Appliances & TSS Offerings IBM has a comprehensive portfolio of solutions and appliances that offer maximum flexibility for deployment, quick implementation and rapid delivery of value. The software appliance market will break the $1 billion threshold by 2011 and grow to $3.7 billion by 2014 (IDC, 2010) PureScale Analytics System Workload-optimized, integration with Netezza, available on all IBM platforms - the industry s most completely integrated and optimized business analytics solution. Is now part of IBM WebSphere DataPower Cast Iron Appliance XH35 Easy data migration and synchronization, simple UI, provides everything needed to rapidly connect cloud and onpremise applications. WebSphere CloudBurst Easily, quickly, and repeatedly create application environments that can be published and securely managed in a private cloud. A data warehouse appliance leader, combining storage, processing, database and analytics into a single system. TSS Offerings Warranty Service Upgrades On-site service 24x7x4 hour response time & Maintenance 9x5 remote and on-site hardware support 24x7 for critical issues, including holidays Installation, configuration & usage support Access to defect support updates Premium Maintenance 24x7 around the clock support 4 hour on-site average response time Fast access to lab support resources * Support coverage may vary by product By 2015, 50% of Global 1000 enterprises will rely on external cloudcomputing services for the top 10 revenue-generating processes. (Gartner, 2010) 12

13 Solution Support Your network is like the central nervous system of your business The complexity of IT environment is making it increasingly challenging to cost-effectively manage and maintain an infrastructure that delivers high availability IBM supports your changing needs while minimizing your risks. We provide a total solution for your network by supporting all major networking vendors as a certified partner! Network Solutions & Technology Unified Communications Routing and Switching Data Center Security Wireless Often a single vendor cannot meet all of your networking and communication needs your support should TANDBERG part of Cisco 13

14 Solutions Maintenance for Wincor Banking Products IBM is a Wincor Nixdorf Qualified Service Partner IBM Canada is the only Wincor certified service provider in Canada Complex second line maintenance and remote support Servicing 12,000+ Wincor products across Canada Automated Banking Machines (ABM) Cash dispensing unit (CDU) Cash recycling Unit (CRU) Total Branch office support and VoIP support Branch servers, printers and peripherals Working closely with your Helpdesk Dedicated on-site support for fast end user response On-site Exchange or Repair 14

15 Multi-Vendor Maintenance Support Retail IBM s total approach to maintenance services encompasses All leading hardware and software vendors products. Strategically IBM has selected key platforms to be globally supported. A common support strategy has been developed for key brands such as Cisco, Juniper, Nortel (now part of Avaya & Ciena), Motorola, Lexmark, Wincor Nixdorf, Linux and Microsoft We can create a customized solution for your infrastructure RESPONSIVE SINGLE VENDOR SKILLED Brands ORACLE SUN HP DELL VMWARE WINCOR NIXDORF MICROSOFT ZEBRA MOTOROLA XEROX LEXMARK LENOVO LINUX DATALOGIC VERIFONE 15

16 Parts Logistics When time is critical Geodis is the sole lead logistics provider for IBM, managing IBM s worldwide asset recovery services, service parts logistics, and flow management of all hardware and software products. When SLA s need to be met When downtime is costing you money 1700 parts packed and shipped daily Eco friendly parts disposal, reutilization 68 Parts depots across Canada Customized parts delivery options Nation Wide Coverage 68 Locations Employees 800+ Service Support Reps 120K sq ft Markham Distribution Center 500K+ parts stocked 34K+ parts shipped/month Multi-Million dollar Parts Inventory 2011 IBM Corporation 16

17 IBM Canada Service & Parts Locations Central Dist Centre Markham Branch Offices/Stock Rooms Remote Locations/Additional Parts Stocking YUKON British Columbia Kamloops Kelowna Nanaimo Prince George Terrace Vancouver Victoria NW TERRITORIES BRITISH COLUMBIA ALBERTA Alberta Calgary Edmonton Fort Mc Murray Grand Prairie Lethbridge Medicine Hat Red Deer NUNAVUT SASKATCHEWAN Saskatchewan Prince Albert Regina Saskatoon Yorkton Manitoba Brandon Winnipeg MANITOBA ONTARIO Ontario (North) Cornwall New Liskeard Ottawa Pembroke Sault Ste Marie Thunder Bay Timmins QUEBEC Quebec Chicoutimi Montreal Quebec City Rouyn-Noranda Sept-Îles Sherbrooke Trois-Rivières Val d'or Rimouski NEW BRUNSWICK PEI New Brunswick Bathurst Edmundston Fredericton Grand Falls Moncton Saint John NOVA SCOTIA PEI Charlottetown Nova Scotia Kentville Halifax Sydney New Glasgow Truro Ontario (South E.) Barrie Belleville Burlington Chatham Fullerton Kingston London Mississauga North Bay Sarnia St.Catharines Sudbury Toronto Waterloo Whitby Windsor Newfoundland Corner Brook Gander St.John s 17

18 Continuous Improvements To Ensure You Succeed! Deliverables To Our Clients Service Quality SLA s and SLO s to manage and govern the quality of execution tasks User Satisfaction Processes and targets to gain user feedback and drive client sat Improvement Low Cost Achieved by performance management systems to continuously optimize consumption of services to reduce costs Perform Measure Root Cause Analysis Process Improvement We measure our performance extensively to ensure that we deliver on our commitments 18

19 Thank You for your time. Experience the IBM value, let us work together to grow your business. Maintenance Maintenance Managed Support Services Enhanced Technical Support Multi-Vendor Maintenance 19

20 Links to Resources Maintenance Services Maintenance Services Managed Technical Support Services 20

21 Legal Terms Copyright IBM Corporation 2012 IBM Canada Ltd Steeles Avenue E. Markham ON L3R 9Z7 Canada IBM Canada - March, 2012 All Rights Reserved IBM, the IBM logo, ibm.com, IBM System Storage, System i, System p, System x, System z, DB2, Tivoli and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at Copyright and trademark information at: ibm.com/legal/copytrade.shtml. Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services does not imply that IBM intends to make them available in all countries in which IBM operates. 21