Jim Mason – IBM TSS Marketing Manager 01 April 2014

1. Jim Mason – IBM TSS Marketing Manager 01 April 2014 Technical Support ServicesResilient IT Infrastructure for the Retail/eCommerce Industry

2. Agenda • Key IT priorities for transformation in the Retail industry • Optimization • Integration • IT optimization and integration can increase the impact of downtime • IBM TSS services can increase IT resiliency in the Retail / eCommerce industry • Success stories

3. Key IT priorities in Retail:integration and optimization • Integration is the basis of new business models • Significant opportunities for those who leverage their data and collective expertise to streamline processes and enable new business capabilities • Data entered once, flows to downstream processes • Deep analytics enabled by enterprise-wide view of metrics and performance • Social tools enable collaboration across the enterprise • Mobile devices enabling any time, anywhere access • Optimization enhances business results • Maximize use of resources through virtualization and cloud-based technologies • Consolidation and automation help reduce operations costs • Increase responsiveness to Line of Business

4. New technologies enable acceleration of integration and optimization Social Computing Integration of cross-organizational processes Mobility Integration of access to applications and data Analytics Integration of enterprise information Cloud Computing Integration and optimization of IT platform Highly integrated and optimized IT environments promise to enable significant business processes improvements

5. The integration and optimization journey • Order Entry • ERP Order Entry Order Entry ERP Private / Hybrid / Public Cloud Services ERP • Email • HR/Finance • Digital Presence Email Email Digital Presence HR/Finance HR/Finance One Application Per Server Virtualized / Optimized Digital Presence But increased integration and optimization can increase risk

6. Highly integrated and optimized environments can increase risk:The ripple effect of downtime In a highly integrated and optimized environment: • Every device – network, server, storage – is critical • An outage can cause: • Decline in the productivity of IT staff as they diagnose/resolve • Decrease in productivity of end users as applications and data are not available to them or to upstream business processes • The failure of any device can lead to a ripple effect across the enterprise • Every minute of downtime or degraded response is multiplied by the number of business users impacted – on top of the time spent by the support team determining who is responsible for which device

7. IT-enabled business integration can amplify the negative impact from a device failure • Downtime affecting analytics solutions can delay strategic and tactical decisions • Downtime affecting social / collaborative sites can inhibit teamwork and slow down projects • Downtime affecting the mobile solution (i.e. authentication servers, network devices, web servers, storage, etc) can delay or result in the cancellation of orders • Even a private or hybrid cloud architecture that includes failover can be affected – when a device goes down, workload is shifted to other highly utilized devices which degrades performance • A seamless, integrated technical support strategy mitigates risk, minimizes outages, and maximizes business results • A single point of contact who understands your environment can simplify support processes and speed resolution • Productivity of IT staff is increased • Productivity of end users is optimized

8. IBM TSS: One Stop Support and enhanced services increase resiliency • Proactive monitoring • “Call home” functionality • Preventative recommendations • IBM unique tooling for problem resolution: • Watson4TSS • RETAIN database • Simplified access • Integrated, end-to-end services • Global management • Customized reporting IBM Technical Support Services • Priority support and accelerated response • Single point of contact • Multi-vendor capability: one call solves all • Parts depot Software support for: • IBM OS • Open source OS • Virtualization • Storage optimization • Deep technical skills for servers, storage, networking • Automated tools which help manage inventory, microcode levels, and OS versions • Increased productivity for IT staff • Increased productivity for end users

9. Services your client needs to increase IT resiliency Client Business Value IBM Value • Increase IT staff and Line of Business productivity • Enhance revenue streams, relationships, and reputation • Unparalleled speed and reliability • Powered by Watson4TSS analytics; backed by access to IBM product groups and IBM Research • Unmatched breadth, depth, reach Support Continuum Trusted support advisor Experience the confidence of IBM on your team Client value • Proactive & preventive actions • Single point of accountability • Adaptive service levels • Integrated infrastructure availability management • Contract and inventory management • Direct access to technical resources • Accelerated response • Dedicated support team • System monitoring and automated services • Hardware support • Servers, storage, network • IBM + non-IBM • Client products (MVSS) • Software support • IBM operating systems • Linux and Microsoft OS • Virtualization Custom support Enhanced support Basic Support More information: www.ibm.com/services/techsupport

10. Retail Clients Formal References and Informal Testimonials Client Reference: High end retailer Client Overview: • A major worldwide retailer of fine jewelry and more. Employs more than 9,000 people globally and has more than 230 locations as well as 24x7x365 website to serve customers in the United States and around the world. Client Need: • Needed to technical support solution to help ensure 24x7x365 network access for customers (ensure the company’s Web store is always open) Client Solution: Custom Technical Support (CTS) for System I / i5OS • Customized, proactive, remote technical support for their IT environment which included: • Response time of 30 minutes or less for “Severity 1” issues • Proactive Support to mitigate problems from occurring including providing speedy critical software fixes to mitigate unscheduled down time • Priority access via a direct access code to a single point of entry into IBM technical support for reporting IBM software issues • Personalized service via an assigned an IBM CTS technical solutions manager, who acts as a focal point/advocate for resolving issues Informal Testimonials for CTS&AA: • Custom Technical Support (CTS) • Retail company, Account Knowledge “We are lucky to have the same CTS Technical Solution Mgr. for several years now. He knows our environment and is quick to help resolve issues. It is VERY much appreciated! ” • Retail Company ,Customer Service “Ron, Our CTS support person is always willing to 'go the extra mile', for us. Not only does he help us with issues, but, also sends supporting documents for us to retain for future use.” • Account Advocate • Clothing Retailer, Efficient resolution “Jim is always very helpful. his knowledge of the subject allows him to provide good and very quick resolution to a problem. ” • Retail industry , Exceptional Service “I can't say enough about the support that I received from my Account Advocate, David! He spends a great deal of time with me on the phone working through my issues. His skills and patience are greatly appreciated. He is such a positive (I learned so much) and pleasant Account Advocate to work with. “ 10

11. Thank you! 11