WEB Solutions

1. WEB Solutions END USER SERVICES- CASE STUDIES

2. EUS GMU WEB Solutions

3. Reference Case C – Haier EUS Service Management Tool Customer’s situation An internet based EUS management web platform built for Haier to enable IBM ITD team and customer online request for service, task assignment, view service status, reporting and service history. IBM manages Haier DMS project to provide End user support services in 49 cities around China,with 11,000+ support seats. Both customer and IBM GTS sales/deliver team expect a better project management with a systematic service management web eSolution tool. Launch Time:Mar.2009 Rev Target Q1-Q3 2009: $400k Stretch revenue in next 3 years : $1.6M (base on contract renewal negotiation final result in 2H of 2009) Customer & IBM’s requirement • customer need to strengthen interactive communication with IBM, and increase service level transparency, control service delivery progress and quality. • IBM sales/deliver team expect to standardize service request management, control service quality and SLA management, improve efficiency on data collecting and produce regular report. "With this enhancement, we can transform Haier DMS project delivery maturity to next level. And I believe we can win more business with this powerful weapon.“ Allan Wu EUS Competency Mgr, IBM CN "DMS is a growth opportunity along with managed services for China in the next 18 months. Let's go establish IBM market leaderhip in this space !! Well done again !“ Janet Ang Vice President of ITS, IBM CN Results and benefits • As a differentiating factor compared with competing offering to help IBM EUS ITD team better manage project process. • Online SLA management improve service level transparency and response time. • Online project tracking/management mechanism which help IBM services management team monitor and control the project progress and service quality. • Automatic system function will improve the operational efficiency of IBM EUS ITD team. • Value-added eSolution system will increase customer’s satisfaction and loyalty, which could bring more business opportunity for IBM.

4. Reference Case D – Owens Corning EUS Service Management Tool Customer’s situation IBM encountered strong competitors on OC DMS contract renewal, and lost OC DMS to TATA in North America. To win back the contract renewal in China, EUS team and web team propose and deploy DMS management web eSolution to address both customer and IBM team's business requirement. An internet based EUS management web platform built for OC project to enable IBM service delivery team and customer online request for service, task assignment, view service status, reporting and service history. Customer & IBM’s requirement • customer need to strengthen interactive communication with IBM, and increase service level transparency, control service delivery progress and quality. • IBM sales/deliver team expect to standardize daily service request management, control service quality and SLA management, improve efficiency on data collecting and produce regular report. Launch Time: Feb.2009 Rev Target in 2009: $70k "It is very meaningful for IBM. IBM lose DMS to TATA in North America, but we win back the China & AP HQ here, against TATA US&China head-to-head. This project is also the first IBM web eSolution in DMS delivery in China. As the decision maker is my close friend, he told me the decision is really for IBM value, not relationship.“ Mark Zhou IBM CN ITSM Results and benefits • As a differentiating factor compared with competing offering to help IBM EUS ITD team better manage project process. • Online SLA management improve service level transparency and response time. • Online project tracking/management mechanism which help IBM services management team monitor and control the project progress and service quality. • Automatic system function will improve the operational efficiency of IBM EUS ITD team. • Value-added eSolution system will increase customer’s satisfaction and loyalty, which could bring more business opportunity for IBM.

5. Reference Case H –TW DMS Common Site Project’s situation This is a new initiative raised from GTS EUS team. They will provide an End-to-End EUS offering to multi-customer with multi-partner. The offering starts from ordering to maintenance service. There is no tool for GTS EUS team to manage the overall ordering flow between multi-partner and multi-customer. Therefore, there might be communication gap between customer, IBM PM and Partner for order status and follow-on actions. An internet based EUS ordering management web platform built for Multi-customer who has EUS DMS-Lite contract with IBM to enable IBM PM team and multi-partner for overall order status and tracking. Customer & IBM’s requirement • Build a common platform for Customers to purchase DMS related products with united online catalogue provided by multi-vendors. • Customers may shop multi products online and multi vendors, with multi-stage shipping applying and management. • Provide flexibility for IBM to provide customized catalogue, prices and products to different customers. Easier to manage customer relationship. • Keep overall transaction records online, and may be exported as summarized report for all parties. Launch Time: July.2009 “DMS Common Site is the key successful factor to overall DMS-Lite offering. Without this Web eSolution, we couldn’t provide the End-to-End offering to customer and manage the status between multi-customer and multi-partner.” Kevin Kao IBM TW EUS SPLM Results and benefits • Improve Efficiency: IBM PM and customers and Vendor could communicate via WSE to improve efficiency and stay at the same page among team. • Avoid human error: Vendor upload catalogue via WSE and customer/PM view catalogue at WSE to avoid file missing. • Clear project tracking: Customer and PM could review the overall order status and PM is easy to have overall report to present customer how good we are.