SUSE + IBM: The perfect combination for your Linux environment Candy McClean and Hector Luna, IBM Linux Business Development Execs 2013 SUSECon 1
Agenda Business Challenges faced by Clients IBM Technical Support Services Overview Linux Basic Software Support Offering IBM Enhanced Support IBM/SUSE Winning Combination Multi-vendor Hardware and Software Support Customer Success Stories Why IBM for Linux Support 2
Businesses are challenged on many fronts Rising cost pressures Business and IT assets are underutilized and difficult to manage; volatile energy, operational cost and complexity are reaching unsustainable and uncompetitive levels Higher service expectations Customers demand continuous service availability and high-quality experience across an expanding range of assets, applications and services New risks and threats Unprecedented security, resiliency and compliance challenges are created by the accelerating pace of business change, growing government regulation and proliferation of smart assets across the enterprise 3
... And so, what do you need from a support provider? Efficient service to get you up and running quickly with minimal disruption Aligned to your business infrastructure and needs Trust in service delivery based on processes designed to keep you up and running in the first place Public image Lost productivity Business disruptions Customer agreements Credibility concerns 4
IBM Technical Support Services (TSS) Overview RESPONSIVE PRIMARY VENDOR SKILLED Cost effective Purchasing high priority resolution objectives, combined with an annuity based maintenance contract that is reliably priced which can result in reduced operating costs Primary Source Reducing the complexities in multi-product and multi-vendor environment as available Prompt and Reliable Speeding up resolution with prompt 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 5
Linux Basic Software Support Services 24X7x365 Around the clock support designed to meet client s Linux support needs Support Line combined with SUSE subscriptions is IBM s remotely delivered support service designed to answer how-to and usage questions Assistance for Linux installation, configuration, usage, technical Q/A and code-related defects Product compatibility and interoperability issues Standard problem determination and resolution via callback from next available technician Support for all IBM hardware platforms and OEM Intel Defect support and change team for emergency fixes for Linux Subscription customers Tiered pricing model based on total physical server count SUSE Linux, IBM Director, Hardware how-to, VMware, KVM, Xen, and Hyper-V Link for information on all software products supported through Linux Support Line http://www-03.ibm.com/services/supline/products/java2.html 6
Linux Enhanced Software Support Services Enhanced Services is an add-on service offering highly personal, relationship-based Linux environment management Direct access to assigned Linux specialist with enhanced response and managed problem resolution System-level problem determination Seamless collaboration with IBM support teams and relevant vendors Customized technical support plans Regular service activity reports and scheduled status calls Optional proactive support including hints, tips and recommended fixes/patches Optional US Citizens support for both IBM Hardware and Linux Software Support Linux support by US-based IBM employees (located within the continental United States) Linux support by US-based IBM employees (located within the continental United States) who are also US Citizens Available via special request IBM US Citizens Support Highlights and Value Is an add-on support option to IBM s Linux Support solution IBM s US-based support team is responsible for all customer support communications and owns the problem until resolved Provides an enhancement to our clients privacy policies Enables clients to provide an extra layer of control around their IT environment and whom they discuss problems with in that environment Allows clients to meet U.S. government requirements regarding to whom they can report Linux technical problems 7
Enhanced Services Call Flow 1-800-IBM-SERV / Web unique Direct Access Code Open Source Community IBM Linux Technology Center Priority Support Team IBM Linux L2/L3 Teams Hardware Teams SUSE L3 * US Citizens Support is an option SPOE System PD/PSI Engage Required Resources Drive to Resolution Proactive Assistance Escalation Path US Citizens Support* IBM & Other Vendor Software Teams 8
Why is IBM/SUSE Collaboration a Winning Combination? Winning Combination for zlinux environments Best in class zlinux support with unmatched skills on System z platform IBM System z development team considered the Center of Expertise for zlinux distribution Direct access to Sys z development resource for both usage and defect assistance System-level support for multiple products (e.g. SUSE Linux OS, zvm, HW Support) System z Business Class promotion through 12/31/2014 Winning Combination for SAP Environments SAP HANA on IBM hardware Additional level of enhanced support available for SAP HANA Strong strategic alliance between SUSE, IBM, and SAP SUSE Manager to better manage mixed Linux environments IBM has the ability to consolidate SUSE Manager onto an existing IBM support contract IBM can support multiple Linux distributions that can easily be managed by SUSE Manager Comprehensive Linux server management for both SUSE and Red Hat Linux from a single console Easy to transition from Red Hat Enterprise Linux to SUSE Linux Expertise by managing both distributions Winning Combination for Linux on Power environments If deploying Linux on LPAR, IBM TSS can support both Linux OS and PowerVM IBM dedicated server for Linux workload with Power Linux Co-development with IBM of SUSE Linux Enterprise on Linux for Power 9
IBM Technical Support designed for multi-vendor enterprise IBM Support covers multi-vendor hardware and software including: All IBM server products, including IBM System x Non-IBM Intel including Sun/Oracle, Dell and HP SUSE Linux subscriptions VMware, KVM, Hyper-V, Xen virtualization products IBM Systems Director for System x Microsoft operating systems and MS applications Additional challenges faced by clients in multi-vendor environments are: Maintaining multiple support contracts with multiple vendors Limited system PD/PSI capability resulting in vendor finger-pointing on actual cause of issue Pressure to conduct business effectively and profitably demands maximum system uptime (24x7 operations with minimal maintenance windows) Clients need the following from their support provider: Quick access to technical experts for multivendor IT environments Prompt response to problem reports Fast problem determination and resolution 10
IBM support for all of your hardware can help you improve availability, simplify management and reduce costs A single point of problem ownership within IBM Skills and experience across a broad range of technologies A single contract, with a single invoice Backed by: Experience and know-how An industry-leading global support network Best practices based on vendor partnerships WE OFFER: A single point of contact for support Single-point of accountability for assisting in problem resolution in IBM TO HELP YOU: Save time spent chasing and working with multiple vendors Improve problem management and service delivery Reduce vendor conflict 11
IBM Hardware Maintenance Services - Maintenance for non-ibm products including Sun/Oracle Receive virtually seamless service and support on select products, including many legacy Sun Servers, supported by our resources available across the nation Ability to offer support of Sun Servers during and following migration of Sun Solaris to Linux Consolidate non-ibm x86 servers onto one contract for both hardware and software support including Linux/Microsoft/VMware Get single accountability for support assistance through extensive alliances and broad experience for non-ibm products when applicable Use a single point of contact for your IT service needs - - from a solid, industry-leading partner with broad and deep services capabilities beyond hardware maintenance 12
IBM Linux Support Client Success Stories Client: Package Delivery Company (Switched to IBM from other OEM) In 2009, a large shipping company signed with IBM for Linux support. The client runs Linux, primarily on HP servers. As part of MTS SWS Delivery s ongoing commitment to client satisfaction, our IBM Linux/VMWare Support Manager made it a priority to contact the client and client team on a quarterly basis to understand if they were happy with support and to gain insight on areas for improvement that would strengthen the value IBM provides to our clients. The response each and every time was, "You guys are doing great, we are glad we made the switch." What we learned indirectly was that IBM is able to solve more of their problems without engaging the distribution. This means quicker problem resolution time. In fact the only issues IBM Support has had to engage the distribution on were defects. The ultimate testament is the client resigned with IBM Linux support for three more years. Client: Large Magazine Publication (Switched from distributor to IBM) Direct quote from client after utilizing IBM s Linux support: We switched from our current support to IBM support for all of our Linux systems. You were the first contact so far with IBM on Linux software support, so far so good. The call back was timely, you had a look at the logs and provided intelligent and timely feedback and you also followed up with calls and emails. If all our calls to IBM for Linux support are handled as you handled this one we are so much better off then when we had with the distribution directly" IBM: Client success 13
IBM Linux Support What our clients are saying? During a call with a manager of a large communications company, the contact had mentioned that they had direct support with their Linux distributor and was very happy that they made the switch to IBM support. With IBM we always get through to a live body, we get to know our IBM support personnel, and it s not uncommon to solve issues the same day. Another small/medium business commented that they were very pleased with IBM support on the response times for the problem management records that IBM has responded to. Great kudos from another Communications Company. My Technical Support Representative was always immediately available to work through the issues, and I was able to get the same Technical Support Representative each time. After a random survey, we got why this customer was Very Satisfied : The reasons I was "Very Satisfied" were 1) the technical proficiency of the staff handling the trouble ticket 2) the ability for me to call in and create a trouble ticket 3) the time between when I created a trouble ticket and when I got a call back. For Item 2, if it were more work to create a trouble ticket my satisfaction would have been reduced. I like having a website available but I would prefer to speak someone to get the ball rolling. And I really don't like to have to navigate a phone interface. IBM's is simple enough that it allows me to navigate it fairly quickly. IBM: Customer Satisfaction 14
Why IBM for Linux Support? Best in class support for Linux 15+ years of Linux experience, system-level skills for multiple products and major contributor to Linux development community Highly trained support technicians who deliver industry-leading levels of knowledge and expertise around the world and around the clock In-depth understanding of technology, business and innovation the ability to apply the right technology to boost business value Global reach with support capabilities for all countries in which IBM does business Comprehensive, tools and processes speed to resolution focus and efficient managed problem resolution to help you reduce costs, complexity and downtime A proven track record IBM is a global leader in service delivery, managing nearly four million client systems for client organizations and for itself IBM: Your trusted resource 15
Summary One Contract, One Phone # for multi-vendor software and hardware support Ability to consolidate Linux support under an existing IBM TSS contract... to simplify contract management and administration With IBM enhanced services, clients have direct access to skilled Linux specialist 24x7 to achieve faster problem resolution and prevent problems before they occur Think IBM on your next purchase of SUSE Linux Products IBM: Let s act! 16
For More Information: IBM Linux Technical Support Services www.ibm.com/linux www.ibm.com/services/techsupport Support Line and Enhanced Services IBM Linux Support Data Sheet http://public.dhe.ibm.com/common/ssi/ecm/en/mtd03085usen/mtd03085usen.pdf Support Line for Linux with Linux Subscription Overview http://www-935.ibm.com/services/us/en/it-services/support-line-for-linux-with-linuxsubscription.html Support Line for Linux with Linux Subscription Flyer http://public.dhe.ibm.com/common/ssi/ecm/en/mtd03061usen/mtd03061usen.pdf Supported Products List: http://www.ibm.com/services/supline/products/ Enhanced Services Overview http://www-935.ibm.com/services/us/en/it-services/enhanced-software-support.html SUSE website for distribution specific information http://www.suse.com/ 17
Thank You for your time. For additional information contact: Candy McClean East BDE Hector Luna - West BDE 720-396-4989 858-587-5275 mcclean@us.ibm.com hluna1@us.ibm.com Experience the IBM/SUSE value, let s work together to grow your business Hardware Maintenance Software Maintenance Managed Support Services Enhanced Technical Support Multi-Vendor Maintenance 18