IBM Global Technology Services TSS – Software Support Services - PowerPoint PPT Presentation

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IBM Global Technology Services TSS – Software Support Services

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  1. IBM Global Technology ServicesTSS – Software Support Services Philip Green Business Development Manager

  2. Organizations need streamlined, comprehensive support to maximize system uptime • Most IT environments today are a mix of hardware and software from a variety of vendors • Your ability to conduct business effectively and profitably demands maximum system uptime • Quick access to technical experts with knowledge about your heterogeneous IT environment • Prompt response to problem reports • A single, trusted, knowledgeable support team to manage and resolve IT problems regardless of platform or vendor • Faster problem determination and resolution • Reduced IT support costs

  3. Why customers buy IBM Support Services • Flexibility… “on demand” .. 9x5 and 24x7 • Seamless support ‘how do I ?’ non-defect and Defect support • Reduced recruitment / retention / management issues • Experience & Technical capability • We encourage customers to visit the Support centres • Technology knowledge covers new support areas such as Linux, VMware and Storage • Less education issues & access to latest technology skills • Allow client’s to concentrate on their core business • Access to the Labs/Vendors for support… REAL DIFFERENTIATOR MTS also offers.. • Seamless interlock with IBM HWMA service with ETS • range of remote & onsite support services available • Ability to work and buy via partners to get complete solution

  4. WHATS IN IT FOR YOU… PARTNER BENEFITS…

  5. Why sell IBM Software Support Solutions? • Margin • all BP’s earn margin from reselling IBM Support Services • annuity Maintenance revenue is great for business • IBM offerings available for sale with new hardware • Support Line, SWMA, ETS • Complimenting partners technical skills and services • We provide an excellent service – 85% NSI • We can & do respond to specific client requirements • Clothing solutions • IBM can add small or large elements to customer solutions

  6. Partner benefits.. • Something available from day one • Support and services mean you can sell once with new hardware • You can enhance base services included with Software • Customised and packaged offers available • Utilising IBM’s services for you to build customer solutions • Lock your Client into you! Don’t leave the gate open to other competition • The competition often leads with Services • Sell first. Keep them out.. • more reasons to contact your Clients • more chances to sell more hardware & software • more chances to sell your value • Annuity business.. Keep coming back for more

  7. Understanding the options… WHAT’S ON OFFER…

  8. Essential Technical Support Essential • Remote Telephone Support • Mission critical Support 24x7 (9am-5pm optional on some ServicePacs) • Defect & non-defect support for the infrastructure

  9. Software Maintenance…

  10. Support Line options..

  11. Support Line for System x & non IBM systems… 11

  12. ServicePacs… • Support for solutions - not just products • Win/Lin Support – combined operating system support • Enhanced VMWare – Win/Lin & VMware support • Customers do not have to contract separately for VMware / Microsoft / Linux and Director support • New – Combined Pacs for HW and Software Support 12

  13. NEW !! - Combined Pacs… Combines HW & SW Support • Single Part number • Provides 3 year 24x7x4 Warranty Service Upgrade • Windows/Linux/Director Support • 24x7 Support • Lower combined price • 3 Year part 13

  14. Support Line or Service Pac ? Support Line ideal for…. • Multiple machines on one contract • Linux Subscriptions • Microsoft Applications • Where customers don’t want to register • Additions during the contract term • Annuity business ServicePac’s ideal for…. • Single machines • When you don’t want to get a customer signature • Where customer’s don’t mind registering 14

  15. Support Line or Software ServicePac… Remote telephone & electronic Support • 24x7 Severity One remote telephone support9am-5pm Monday-Friday for all other severities** Some ServicePacs are 9-5 Only – beware ! • 2 Hour target response time to new requests • Defect & Non Defect “How-to” Support • Resolution of defect issues (creation of fixes) • Answers to short duration ‘How-to’ questions • Access to IBM’s skilled services specialists • Unlimited calls • Customers can call as much as they want on covered systems/products • Electronic support and problem submission • optimise time and give full online tracking of open support items

  16. Linux Subscriptions.. • IBM can sell Red Hat and SUSE Linux subscriptions • Additional service when sold with Support Line • WW interlock between IBM and Linux Vendors is initiated • Allows IBM to work with vendor to resolve issues • More resources to bear on issues • Gives customers the best of both worlds…

  17. But what do I sell ? Once question is really all you need…. Do you use VMware ? If yes… Sell the Enhanced VMware ServicePac Or Support Line for VMware with optional App support If no…. Sell the Combined HW & SW ServicePacs 17

  18. Building on the foundations ENHANCING SUPPORT

  19. Enhanced Support • ETS from IBM brings: • Integrated Hardware and Software Support • Performance reports and recommendations • Enhanced Services Levels • Proactive approach • Critical Situation management • Access to Account Advocate teams • Rapid Response • From our partners: • Additional customer services Enhanced Essential

  20. Future Offerings … ? In development…. • Support Line – Online pricing & ordering • Support Line with ETS – Online pricing & ordering • Technical Support for Storage – Online pricing & ordering • Enhanced Technical Support for Storage – Online pricing & ordering • ServicePac for Storage support • More combined HW & SW Pacs 20

  21. Get ready for your questions SUMMARY…

  22. Summary Key tips to drive your revenue • Sell software support services with Hardware & Software • feed the pipeline for growing annuity revenues • think beyond base support • Ensure renewals are done in time • IBM may be able to help with gaps in your service offerings • Make your clients aware of their service options • Come customers need more than the base! • Up-sell enhanced or premium support • Customise for your client’s needs and satisfaction • Check out the new System x offerings • New ServicePacs • More to follow • Include Enhanced Technical Support • Increasing value to your customer • Proactive approach to support • Familiarise with IBM’s offerings • If you want help.. Call me or use the IBM channels team ! • More than happy to do one on one BP Sessions.

  23. Questions ?

  24. Top Sellers…