ets+2011+edition+ +excecutive+summary+-+14.01.2011

© 2011 IBM Corporation

Presenter’s Name - Presenter’s Title

DD Month Year

Enhanced Technical Support2011 Edition

Maximise the availability of your business-critical IT environment

ETS 2011 Edition –18.01.2011


Enhanced Technical Support – 2011 Edition

2

Agenda

Why a new ETS version?

ETS philosophy and value

Supported technologies

Target clients

ROI Estimator tool for Power Systems

Appendix

Offering details

The value proposition

Contact information



3

Enhanced Technical Support 2011 Edition

IBM announces a significant improvement of the well-established Enhanced Technical Support (ETS) services,

to reach a new stage of excellence to help your clients to improve IT availability, staff productivity, and to maximise the ROI



4

Why a new ETS version?

Higher value for the clients Exploited delivery structure, tools & processes Renewed price methodology Flexible portfolio of service options

Obsolete by the new technologies Delivery structure not optimized and consistent Unclear Return-On-Investment Limited value proposition for middleware and Intel environment

Concerns on previous version

ETS 2011 Edition

+40% customer coverage +30% revenue + 5% GP

3 years financial goals

European IOTs (M$)

0

10

20

30

40

50

60

2003 2004 2005 2006 2007 2008 2009 2010 2011



5

What’s in it for me?

Your customer requests integrated, proactive, horizontal high availability support at an attractive price

ETS value proposition will drive additional basic maintenance services and will protect them from competitors' attacks

Opportunities captured by ETS Account Advocates will bring you further business with your customers

Increase client's confidence in implementing new or complex IT solutions



6

What’s the value for the clients?

A resilient infrastructure with minimised risk of disruption

Maximised availability of complex IT infrastructures

Proactive advice and guidance to pre-empt problems

Timely access to collective IBM expertise and support

Rapid, onsite software support for emergency situations

An effective way of managing TCO and unlocking resources



7

ETS philosophy

Proactive approach To support the customer’s business and keep IT running smoothly, ETS offers a proactive approach

This will help maximize high availability for critical IT operations

A pre-emptive strategy will minimize system downtime and keep service levels high.

Integrated service Enhanced Technical Support will reduce the complexity of supporting diverse environment.

IBM will provide a single point of contact and accountability for clients' support needs.

Rapid response IBM rapid response will keep client’s business running smoothly in the event of a critical situation.

Enhanced Technical Support offers a committed response time of 30 minutes for Severity 1 conditions



8

Proactive Approach

A preemptive strategy helps avert high costs of disruptions

Increased system uptime and service levels

A centralized, dedicated team helps anticipate and prepare for potential problems

A deep understanding of customer’s environment helps to ensure relevant, proactive strategies and advice

Proprietary analytical tools provide monitoring and response capabilities across client organization, encompassing systems, software and hardware



9

Integrated Service

A designated technical team assigned to the client organization

Industry-leading expertise across customer’s infrastructure

A single point of contact and accountability for all the support needs

Proactive and reactive support activities

Regular review calls to discuss reports and provide advice

Integrated, cross-brand and cross-platform problem solving across client’s environment

Coordinated response in the event of a disruption

Centralized support management for a reduced administrative burden

Automated analytical tools and processes



10

Rapid Response

In the event of a critical situation, our team is beside the client

Response times on less than 30 minutes for most Severity 1 conditions

Direct access to technical resources who are already familiar with client’s environment

Rapid access to IBM® Research and testing labs

Centralized leadership and management in the drive toward problem resolution

Onsite software support as needed



11

ETS 2011 Edition: The value inside (1 of 2)

Designated technical team for each client’s organization• The responsibility to know the unique environment• Proactive and reactive support activities• Regular review calls to discuss reports and provide advice

Customized Proactive Maintenance Services• Reports, analysis, and advices aimed to maximize the availability across

client’s HW & SW IT infrastructure• Automated analytical tools and processes

System Health Check

• Analysis of the overall Servers and Operating System health, and advices

to improve performance & reliability (available on selected platforms)

Committed Response Time• 30 minutes or less for HW & SW critical problems

Installation, usage and configuration remote assistance



12

ETS 2011 Edition: The value inside (2 of 2)

Integrated, cross-brand and cross-platform support• IBM systems, hardware and software, as well as products from other vendors• A single point of contact and accountability• Problem Isolation at SAN/Network/IT environment level• Critical situation management using relevant expertise globally in the event

of an operational disruption

SAN & Storage Maintenance Level Check-up

Performance Management Services for Power Systems

CustomPac Service for z/OS® and z/VM®

• Delivery of customized package of program components

to facilitate program upgrade and fixes application



13

Supported technologies

• IBM Power Systems™

• IBM System i®• IBM System p®

• IBM System z®

• IBM System x®

• IBM BladeCenter®

• IBM System Cluster• IBM System Storage®

• Storage Area Network (IBM and selected Brocade & McData products)

• Networking heterogeneous environment (IBM and selected Cisco, Avaya, ADVA, Check Point, Cirpack, Juniper, Nortel, Symbol products)

• AIX®

• i5/OS™

• z/OS®

• z/VM®

• z/VSE®

• IBM Middleware• Linux ®

• VMware ®

• Microsoft Windows ™

Hardware products

Software environments



14

“Return On Investment Estimator” tool for Power Systems

The ETS ROI Estimator provide the ability for IBM sellers to position ETS for Power Systems based on quantifiable potential saving, rather than price, and thereby enhance their ability to sell ETS

The assessment of the economic value is based on:

recently completed IBM and Market Value Pricing studies cost of downtime based on customer feedback and IBM market intelligence lost revenue from downtime based on customer feedback and IBM market intelligence customer's PMR history in many instances



15

“ROI Estimator” tool process flow

Customer feedbacks

ROItool

1

2Tool input

3

Customer inputsValue Pricing StudyIBM Market intelligencePMR history

Data & graphic report

4IBM sales

https://w3-03.ibm.com/services/salesone/ShowDoc.wss?docid=Q759975Y58495R87

Visit the ETS Sales Kit to learn how to access and use the ROI Estimator tool



16

Announcement plan

Announcement date: January 28, 2011

General Availability:

February 28

April 25

Germany – France – Sweden - Italy – Spain – Portuga – AustriaDenmark – Belgium – Netherlands – Turkey - Poland - Finland Russia - Norway

Switzerland - Israel – remaining CEE&MEA Countries



17

Trademarks and notes

IBM Corporation1 New Orchard RoadArmonkNY 10504USA

The IBM home page can be found at Ibm.com

iBM, the IBM logo and ibm.com are trademarks of International Business Machines Corporation in the United States, other countries, or both.

Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.

Intel is a trademark or registered trademark of Intel Corporation or its subsidiaries in the United States and other countries.

UNIX is a registered trademark of The Open Group in the United States and other countries.

Linux is a reg istered trademark of Linus Torvalds in the United States, other countries, or both.

Other company, product and service names may be trademarks, or service marks of others.

References in this publication to IBM products, programs or services do not imply that IBM intends to make these available in all countries in which IBMoperates. Any reference to an IBM product, program or service is not intended to imply that only IBM products, programs or services may be used. Any functionally equivalent product, program or service may be used instead.

IBM hardware products are manufactured from new parts, or new and used parts. In some cases, the hardware product may not be new and may havebeen previously installed. Regardless, IBM warranty terms apply.

This publication is for general guidance only.Information is subject to change without notice.

Please contact your local IBM sales office or reseller for latest information on IBM products and services.

Photographs may show design models.

© Copyright IBM Corporation 2010All Rights Reserved.

ets+2011+edition+ +excecutive+summary+-+14.01.2011

Technology

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