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You expect a lot from your IT environment. IBM Technology Support Services If your assets aren’t working, neither are you. helps clients achieve: The technology support environment facing today’s enterprise is more challenging than ever. In today’s multi- Reduction in cloud and heterogeneous IT environments, maintenance and continuous change is the new norm when 25% support spending supporting long-term business direction with IBM MVS and requirements. Your technology support must continuously evolve and change to keep up with these demands. An integrated support strategy that enables Reduction in you to streamline support for all of your time spent hardware and software for your data center 20% on hardware and across the 4-walls of your enterprise support-related can help you reduce complexity, decrease tasks costs and ensure high availability. IBM provides a range of IT support Reduction in capabilities that are enhanced through mean-time-to-repair the use of leading support management 22% (MTTR) with IBM technology—including IBM Watson, support services1 augmented reality, blockchain, predictive analytics and proprietary databases of technical information to address particular maintenance and support concerns such as aggregated event analysis, reporting and To learn more, watch the webinar: proactive monitoring. .biz/TEIstudy A trusted IT support partner

IT support and maintenance contracts IBM Technology Support Services has are an essential part of your IT strategy, built a reputation and track record of trust Each IT environment and at minimum, should include proactive with its clients for decades. maintenance; predictive analytics; is unique, and yours IBM safeguards a client’s privacy, data inventory, asset and lifecycle management; and insights, and is helping businesses and software support. With so many choices should have support just like yours become smarter by making to consider, ask yourself this question: their systems and processes intelligent. are you looking for an IT support services to meet This has made IBM the partner of choice management partner who can help your for smarter businesses’ digital and business become smarter by leveraging your unique needs. cognitive transformation. intelligent digital platforms? You already have multiple support vendors to manage. You need a true partner with deep understanding of your industry, your business and technology goals, who has the expertise to care for virtually all of your IT support needs.

A trusted IT 3 support partner Hardware The potential Support Services benefits include: –– Support for both

IBM provides flexible hardware support Premier Care IBM and non-IBM and maintenance services for IBM and Get Basic and Enhanced Care, plus multivendor systems that are designed to proactive support services designed hardware from deliver timely problem resolution through a to help prevent outages – including single point of accountability. integrated hardware/software support, a single expert microcode analysis, media retention, Whether you need base warranty support and code upgrades. partner for IBM products or more robust services for IBM and non-IBM products, we deliver Since most organizations do not have a –– Less risk of specialized support that can meet your standardized infrastructure, we leverage needs and budget requirements. our global knowledge base and deep downtime and We can also manage the optimization of your industry relationships while working with environment by running proactive leading hardware vendors to help develop more protection scans and making recommendations that proactive best practices for managing and support optimum performance. maintaining hardware. against outages The IBM difference is our extensive Servers supported: IBM, Cisco, Dell/ experience with supporting EMC, Fujitsu, HPE, Lenovo, Sun/Oracle –– Greater business multivendor environments. Storage supported: IBM, Dell/EMC, Basic Care Hitachi, HPE, NetApp, Sun/Oracle value return from Get 24x7 same-day response for hardware, Networking: Cisco, Citrix, Juniper, IT investments remote support for software, and 24x7 F5, Fortinet, Palo Alto, Checkpoint, support for Severity 1 problems. Riverbed, Brocade Enhanced Care Receive all the benefits of Basic Care and add faster response times and client care services with an assigned remote account manager.

Hardware 4 Support Services How we do it

The field of technology support is rapidly IBM Virtual Assistant for Technical Support Blockchain evolving to keep pace with disruptive By using this enterprise platform to create Blockchain is especially useful in the services technologies. At the same chatbots at scale we are able to deliver context of Support as a Service, where IBM time, technology innovation has led to proactive and personalized services while provides support on behalf of a product fundamental changes in how support ensuring data privacy. It helps managing vendor. The technology helps to improve services are delivered. In today’s digital support cases and provides access transparency and provide audit-ready age where cloud and AI are driving the to Watson Assistant and the latest AI documentation of core support processes. way technology is designed, managed, technology. An AI-based chatbot assistant As an example, IBM can optimize and and delivered, the traditional break-fix can streamline technical support by automate support services by putting the support models are no longer practical. providing answers quickly, thereby cutting quote to cash onto a blockchain. At IBM, we are continually working to down response times, reducing costs and This helps to reduce complexity and to innovate technology support services to transforming customer experiences. eliminate hidden cost. IBM is exploring deliver hardware support that can help further use-cases for Blockchain in the This AI-based assistant platform can help: reduce downtime or eliminate it altogether domain of Technology Support. increasing customer satisfaction on ––Improve response time and global Clients can benefit from Support Services service delivered. engagement. underpinned by Blockchain in various ways: ––Enable self-help by providing guidance to solve simple problems. ––Reduction of complexity and cost ––Create better problem descriptions for ––Increased transparency faster resolution times and audit-readiness

5 How we do it Predictive Maintenance Augmented Reality (AR) Technical Support Appliance (TSA) IBM’s Technology Support Services can Augmented Reality (AR) equips IBM field TSA is designed to improve IT uptime, be enhanced with Predictive Maintenance technicians and clients with the service streamline inventory management, ease capabilities. This can help to eliminate expertise they need to perform complex support-contract reconciliation and reduce potential downtime by identifying issues diagnostics or repair actions. gaps in support coverage. before they occur. As a result outage Powered by remote support agents, AR TSA can intelligently gather IT inventory related cost can be minimized and can guide users through visual instructions and analyze its support-coverage status. customer experience can be improved. that appear on their mobile devices in In addition to discovering inventory real time. By superimposing information information from IBM systems, the As Predictive Maintenance is not limited in the right context and the right location technology also supports discovery from to IBM products, it can be applied to a wide in the physical environment, AR reduces non-IBM systems such as Cisco, HP, Oracle, spectrum of Services for non-IBM devices the cognitive effort needed to relate Dell, Juniper, NetApp, EMC and more. as well, both inside and beyond information to the physical environment the data center. Using advanced analytics, TSA can evaluate (e.g., relating instructions to the hardware), this information, combine it with our Benefits for our clients include: cuts down the number of errors (through worldwide support information and compile visual guidance) and reduces time required –– Reduction of unplanned downtime inventory and support recommendations to look up information service information. ––Increased lifetime of hardware into valuable reports designed to optimize components Major client benefits are: IT availability. ––Proactive management of failure risks ––Faster Problem Determination and ––Optimized balance between maintenance Resolution times and operations ––Increased first visit resolution rate ––Virtual access to the best globally available expert

Find out more

6 Case studies

Re-energizing key business applications Increase savings and Improving service levels Simplifying while cutting cost of growth quality of delivery and extending hardware life contract management

Profile: Profile: Profile: Profile: Copel—electricity and telecommunications One of the UK’s largest water and Irish electronics Spanish bank with a network of provider from Brazil wastewater services provider distribution company 805 branches across Europe Challenge: Challenge: Challenge: Challenge: Copel provides electricity to more than 4.5 HP, DELL, EMC, HDS going out of support. With hardware approaching end of warranty The bank relied on multiple vendors to million customers.Their challange was to Looking for the best price during the and increasing difficulty managing service provide maintenance and support services make sure that existing systems continue migration period. level agreements (SLAs), the company was for the hardware and software comprising to run optimally so that it could provide concerned about support for its business- its IT infrastructure and its network of ATMs. Solution: exceptional service to an increasing number critical IT infrastructure. ––Comprehensive and cost effective Solution: of commercial and residential customers. support solution for the storage and Solution: Through a single point of contact, IBM Solution: server installations going Out of Support IBM evaluated the warranty status for each Technology Support Services provides IBM and Oracle team concluded that from manufacturing. Break & Fix during machine, upgrading existing warranties hardware maintenance for server, storage upgrading Copel existing IBM Power the migration period 3 years. and adding coverage for out-of-warranty and ATM devices as well as software Systems landscape offered most cost- ––Global pricing model – 25% savings products, and combined all into a single support for core applications and operating effective option, and migrated its Oracle ––Future opportunities identified like contract that provides around-the-clock systems. The IBM team is available 24x7. Database solution from two IBM Power 795 remote service and on-call engineers for Cisco tech refresh Results: servers to two IBM Power E880C servers. onsite support. Results: By consolidating all support services Results: ––25% savings on day 1 Results: under a single contract with IBM, the bank With new solution, Copel has seen ––IBM as single interface With all its hardware under achieved significant annual savings while increased efficiency and performance across ––Higher quality of Delivery IBM support, the company has reduced simplifying contract management. its core systems, helping the company offer system downtime by up to 20% exceptionally reliable services to its millions and achieved its desired goal for 24x7 of customers. SLA support.

7 Case studies Software The IBM difference Support Services is our integrated and proactive approach to diagnosing errors and IBM offers system level skills for operating Upgrade your warranty to Optional enhancements systems, hardware, , and Premier Software Support ––Assistance with problem prevention— delivering corrections middleware, enabling us to pinpoint issues ––Expert help with avoiding problems and analytical tools (Technical Support and resolve complex problems quickly and faster, efficient resolution if they do occur Appliance/ProWeb) + expert advice & remotely. Through our effectively. We offer: ––Software maintenance with support line emergency proactive notification – Around-the-clock integrated hardware 24x7 response Severity 1 of pervasive/critical issues predictive analysis and software services backed by our ––Assigned IBM technical account manager ––Customization—add onsite reviews, global support infrastructure, product tools and our vast for continuity of service and single point increase status call/report frequency, expertise, and proprietary analytics tools. of contact detailed Performance Management Receive consistent quality services with knowledge base –– Includes a welcome call, account profile reports, country-based delivery for our global infrastructure of people, parts & technical support plan. AIX/IBM i, IBM i LPAR reviews available to IBM and processes—no matter where you are ––Integrated support where a single team – Subscription and Support for Red Hat, coordinates hardware/software proactive service agents, we SUSE and Ubuntu products, including incident management Virtualization, Containers, OpenStack, ––Proactive services such as microcode SAP HANA and software defined storage can resolve problems analysis (varies by product) and media – Enterprise class support for more retention solutions than 150 community versions of faster and more ––Proactive services such as machine code open source software upgrade & onsite problem determination accurately the first This service provides deep product technical skills to help you more quickly time and help prevent resolve software-related problems and better maintain efficient operations. problems from Clients may receive individual problem fixes or product usage advice. escalating as a result.

Software 8 Support Services Case studies

Improving offered services, and boost Improving computing performances customer satisfaction while managing budget constrains

Profile: Profile: US computer services provider Spanish high-performance computing resources provider Challenge: To provide robust support for the SAP Challenge: HANA platform, it needed to refresh its IT Client wanted to renew and update its infrastructure. Lacking a sufficient budget, with more power and the company also sought a financing velocity and also wanted a financing solution. proposal with a payment plan and to improve cash flow. Solution: The client engaged IBM to build and Solution: maintain an IT infrastructure based on Configure the supercomputer for optimal IBM Power Systems servers and IBM Disk performance, build three different Storage systems, all financed by prototypes based on IBM POWER, Lenovo IBM Global Financing. and Fujitsu technology. IBM TSS helped install and configure an IBM Elastic Storage Results: Server solution. Through IBM Global By engaging IBM Technology Support Financing the client got its billing and Services to implement and maintain IBM payment requirements. Power Systems servers and IBM Disk Storage systems, the client gained robust Results: support for its SAP HANA platform, gained Client enhanced the performance of its the flexibility to accommodate the growth supercomputer by 12 times and managed of applications running on the SAP HANA budget constraints, aligned project costs platform, significantly boosting its services with its annual investment, reducing its and earning high customer satisfaction. up-front capital outlays and accelerated project implementation

9 Case studies Expert support for your Open Source ecosystem

As enterprise adoption of Open Source Commercial OSS Software (OSS) continues to grow, the ––Subscription and support solutions for underlying support structure only increases most Red Hat and SUSE products in complexity and often fragments across ––Software Defined Storage including multiple hardware, software, application Red Hat Ceph, Red Hat Gluster and vendors and open source communities. SUSE Enterprise Storage With decades of experience and experience ––Distributions for SAP applications with Linux and other open source ––Docker EE support available technologies, IBM can simplify support for IBM Z platforms for your OSS. Whether you are using community editions, commercial products, Community OSS individual packages or a complex software – Enterprise-class support for stack, IBM can support your entire open 150+ community versions of source ecosystem, be it community open source software editions, commercial products, individual – Gain access to industry experts packages or complex software stacks. and obtain virtually unlimited assistance Linux for a wide variety of how-to and usage questions ––Subscription and support for all major – Get advice on which OSS packages could distributions of Linux including Red Hat, be optimized or best-suited for your SUSE, and Ubuntu specific project ––Enhanced support for CentOS ––Unmatched skills on IBM Z®, IBM Power® and OEM Intel ––Over 18 years experience providing open source support ––99% IBM fix rate

Expert support for your 10 Open Source ecosystem Why IBM Technology Support Services?

The more complex your infrastructure With nearly 19,000 technicians and becomes, the more important it is support personnel covering over To learn more about to maintain a high level of proactive 200 industry certifications, we support technical support for around-the-clock over 30,000 multivendor hardware technical support responsiveness, service quality and products. Our global presence enables resiliency. Yet maintaining the right level us to provide support services around services from IBM, of support for your IT environment should the clock, in your local language, with please contact your not be undertaken at the expense of your unparalleled access to service parts, skills, business goals. outstanding support and industry-leading vendor aliances. In addition, our massive, IBM representative IBM can provide holistic support global support databases allow us for systems, system software and to a wide and deep knowledge or IBM Business middleware, in support of your business base with these technicians and your goals. Our single-support accountability organization, improving the ability to Partner, or visit the can cover a complex IT infrastructure in diagnose and remedy problems more virtually all its aspects with a range of quickly and accurately. following website: sourcing options. Organizations that develop a technical IBM Technology Support Services are support relationship with IBM can do ibm.com/services/ designed to meet the complex support so with confidence. As a leading service challenges that arise in an interdependent, provider and technology innovator, IBM techsupport dynamic infrastructure and to resolve will continue to deliver extraordinary problems before outages occur. maintenance and support performance driven by a deeper commitment to meeting your needs today and tomorrow.

Why IBM Technology 11 Support Services? ©IBM Corporation 2019. IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the web at “Copyright and trademark information” at www.ibm.com/legal/us/en/ copytrade.shtml

1 The Total Economic Impact™ of IBM Multivendor Support Services (MVS), A Forrester Total Economic Impact™ Study Commissioned by IBM, January 2019 ibm.biz/TSS-Forrester-study

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