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M&TS Selling the Stack - IBM Services Beyond Base Hardware and Software. Presented by:. Core Services Portfolio. SoftwareXcel - Enterprise. Custom Technical Support (CTS): enhanced with optional Enterprise Support. Managed Technical Support Services (MTSS)

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  1. M&TS Selling the Stack - IBM Services Beyond Base Hardware and Software Presented by:

  2. Core Services Portfolio SoftwareXcel - Enterprise Custom Technical Support (CTS): enhanced with optional Enterprise Support Managed Technical Support Services (MTSS) Local Based Contract, Inventory, Support Services Management Offering: Special Bid Enhanced Technical Support (ETS) Enhanced Services Account Advocate (AA) Server Checkup (SC) Specialist Support Days: Assistance with tasks outside scope of Base and Enhanced services ‘Experts on Demand’ Storage Support Line SupportLine for Windows / Linux, VMWare, MS Apps Storage ServicePac ServicePac for System x SoftwareXcel - Basic Software Maintenance (SWMA) 1yr or 3 yr comes with HW purchase Storage SWMA Base Services Linux Support Line (with or without Subscription) HW: 1 or 3 Year Warranty………. HWMA: Years 2, 3, 4……etc. ………HW and Warranty Service Upgrades are available All Products System z Power Systems/System p/System i System x / x86 OEM External Storage

  3. What are your client’s primary IT Challenges?Balancing IT Availability vs. Operational Costs • Maximize IT Availability • Increasing complexity of the IT environment • multiple platform types • middleware SW • external storage inc. Solutions • virtualization • 24 x 7 availability demands from the business • Stressed in-house resources • resource limitations (numbers and skills) • Minimize IT Operational Costs • Increasing pressure to ‘do more with less’ How can they achieve these 2 apparently incompatible objectives?

  4. What are the current challenges for the seller? • Need to maximize future sales potential • Requires that you not only have the products that they want to buy in the future but that they are happy with what you sold them in the past • Impact on Power 7 Base Support revenue • Server Consolidation • Fewer, larger Power 7 servers sales result in lower base support (HWMA and SWMA) revenue streams. • 3 year warranty eliminates potential revenue opportunity from HWMA in years 2 and 3 • Fewer Power 7 sales increases the revenue peaks/valleys • Sales resource utilization • Cannot afford to tie up limited sales resources on post sales product issues

  5. Base Support • What is Base Software/Product Usage support? • Provides standard problem resolution for product defects and product usage • Customer can call or electronically contact IBM product support experts for assistance on problem resolution. • Call Back from a product support specialist within 2 hours prime Shift and 4 Hours off shift • SWMA, Support Line or ServicePac • Hot Topic: SWMA /Support Line Call Back • No change in standard SWMA contract terms/conditions • Previous Delivery Process • Admin layer transferred problem record to Support + live call transfer of customer with problem record, customer had potential for live call or option to staying on hold for next technical resource • New Delivery process • Admin layer transfers problem record to Support…. No live transfer of customer with problem record i.e. no potential for live call or option to remain on hold • Customer will receive a call back from a product support specialists within in 2 hours prime shift, 4 hours off shift based on level of SWMA purchased. Ensures client is working with an expert on the product area that is the most probable source of the issue. • Hot Topic: SWMA Storage Off shift Coverage • Sev 1 problems only during off shift • No option available to extend off shift coverage to non-Sev 1 i.e. Sev 2, 3 or 4 • Customer decides Sev level of a reported problem subject to standard problem severity definition • Enhanced services map to SWMA/Support Line coverage

  6. $ Impact of reduced IT availability due to a problem • Proactive Support • Designed to reduce the number of events. Prevention is ALWAYS better than a cure • Server Checkup, ETS and CTS provide increasing amounts of account management and comprehensive/timely advice designed to reduce the number of events • Each event avoided = $517,000 savings foran average customer • Enhanced Problem Resolution • Designed to reduce the time per business interruption event beyond that of Base Support • Account Advocate, Enhanced Technical Support and Custom Technical Support provide increasing amounts of infrastructure designed to ensure fast/efficient problem reporting and managed, expedited resolution • Each hour that the impact of an event is shortened = $110,000 savings for an average customer Note: your potential $ savings increase with the number of Proactive/Enhanced Resolution service elements you have

  7. Enhanced Remote Support Services: Summary • Enhanced Service Options • Optional add-ons to Base Support • Client selects the level of enhancement they need based on balancing service need with available IT budget • All Enhanced Services make remote support highly personal, differentiate IBM from the competition and drive higher customer sat • Server Checkup: problem avoidance = avoid costs/business impact of a problem • Available for Power Systems, System p and System i only • High Level Problem Prevention: Customer receives quarterly electronic reports and advice from an IBM expert on OS maintenance and/or performance • Complements AA • Account Advocate (AA): enhanced problem resolution = reduce costs/business impact of a problem • Available for Power systems, System p, System i, System x, x86 OEM and External storage • Enhanced Problem Resolution: Provides fast, efficient problem resolution (direct access code, single point of entry, dedicated technical team, 30 min response) • Complements SC • Enhanced Technical Support (ETS): problem avoidance & enhanced problem resolution • Available for Power systems, System p, System i, System x, x86 OEM and External storage • Provides all elements of AA + SC + assistance with problem resolution + named ETS focal point who provides account management + assistance with problem avoidance for HW + enhanced problem resolution for Sev 1 HW • Custom Technical Support (CTS): maximum problem avoidance & enhanced problem resolution • Available for Power systems, System p, System i, System x, x86 OEM and External storage • Provides all elements of ETS (and by extension AA & SC) + provided by senior product support experts + exclusive access to Proweb + contributions by Level 2 Product development/PFE resources to problem prevention + access to Msoft 3rd Tier support as needed for critical problems + easy to customize • ‘Best of the Best’ • Enterprise Support Option (ESO)

  8. Potential IT Availability $ Impact of Enhanced Services The table below provides examples of how the various enhanced service offerings could impact the number and duration of Business interruption events for an average customer due to the varying levels of assistance that each provides. • Account Advocate • This example estimates that the standard interruption time will be reduced to 3 from 4.7 because of SPOE, DAC, 30 min response from a dedicated team & managed problem resolution. No waiting up to 4 hours for a callback • Enhanced Technical Support • This example estimates that the number of interruption events will be reduced to 2 because of proactive support and the hours associated with the 2 that still occur will be 2.5 due to the more extensive knowledge of the client’s environment possessed by the ETS team • Custom Technical Support • This example estimates that the number of interruption events will be reduced to 1 because of the more extensive proactive support provided by CTS and that the hours associated with the 1 event that still occurs will be 2 due to the higher skills of the CTS team • Custom Technical Support with Enterprise Support option • This example estimates that the number of interruption events will be reduced to 1 because of the more extensive proactive support provided by CTS & ESO and that the hours associated with the 1 event that still occurs will be 1.5 due to the higher skills of the CTS team which will be also be supplemented by Level 2 skills Note: these are not guarantees of actual savings

  9. How can enhanced services reduce IT Operational Costs? Time = $ Enhanced services act as a multiplier for the efficiency and cost effectiveness of in-house staff • Proactive Support • Maintenance • Without Server Checkup, ETS or CTS, the client’s own in-house staff are 100% responsible for researching the latest maintenance, determining what’s appropriate for their environment and then performing implementation. • Information overload can make this a very long, time consuming task • An expert who already knows the client’s environment and has the skills, resources and daily familiarity with this task can reduce what could take days to minutes. • Awareness of the IT Environment • Comprehensive reports detailing all aspects of the environment status and current service issues reduces the time required by in-house resources to maintain this view on their own. • Enhanced Problem resolution • Time savers • Direct access means you only have to explain the problem once • Potential for live call and max 30 min hold time 24 x 7, 365 means you don’t have to wait for a call back • Max 30 min contact time vs. 2 hours prime shift or 4 hours off shift • Single point of entry for all hardware and software problems means client doesn’t have to navigate their way through IBM’s contact system • Pre-positioned knowledge of the IT environment reduces the explanation time • Client doesn’t have to use up their own time/resources because IBM Manages problem resolution and the various resources engaged to make it happen

  10. What are we doing to help you sell these services? • Tools • Customer Data: Magnolia Reports • All the data you ever needed to have re: a target client’s inventory, current service status and 12 month service history • Sales Assistant Tool • Designed to provide guidance on which enhanced service to sell based on Magnolia data for an existing client, the needs of a new server/storage device sale. • Also includes services education, links to additional sources of information and suggestions for additional services sales. • Videos • Range of Videos summarizing the various enhanced services in terms of what they are and the value they represent • Proweb Demo at http://www.ibm.com/services/us/its/video/mts_proweb.swf • Default attach in eConfig • Recommendation for enhanced services on new machine sales are now integrated into eConfig • AA, ETS, CTS, ESO & CTS/ESO Incentive Program • Program Feb 7 through June 30 provides additional pricing incentives for enhanced services buyers. • Account Advocate: additional 3% off List Delegation for 1st year • ETS: additional 5% off List Delegation for 1st year • CTS/ESO: additional 8.3% Delegation for 1st year • Note: %’s quoted may be amended if additional volume based discounts are in effect

  11. SWS Magnolia Report Detailed view of client inventory, support coverage & 12 mo service history • Why is the 12 Month Service History detail so important? • Inventory details provide a guide to an appropriate level of support to propose • Service history allows the recommendation to be tailored w real data • Examples of how we use these service history details: • High % of problems for one product, emphasis the importance / vulnerable • High % of Sev 1 or 2: strong indicator need for problem avoidance & resolution • High % of Sev 3 or 4: indicator of potential skills gaps • High % of defect vs. Usage problems, maintenance discipline issues, proactive • High volume of off shift calls is strong argument for 24 x 7, 365 Premium • Request a SWS Magnolia Report 90 in Advance of Renewal

  12. Client Authorization Letter for Enterprise Pull February 14, 2011 To Whom It May Concern: Please allow Mike Jones and Peak to: 1) Pull all of our enterprise wide inventory for review 2) Review all of our maintenance information under enterprise # 0231629. Thank you. Michael Lind Director of IT Jones Foods 1209 Farm Road Memphis TN, 38122

  13. Hardware Inventory

  14. Called M M

  15. Skills

  16. Skills Focus Focus Focus

  17. Incentive Program Overview & Eligibility Criteria: • Program Overview: • Additional delegations are available for AA, ETS, CTS and ESO. • Delegations increase based on level of Enhanced Support purchased and are designed to encourage a potential client to move further up the enhanced services stack • Eligibility Criteria: • Client must be net new to the level of enhanced service being proposed or net new to the level of enhanced service being proposed on a particular platform • Valid examples: • Client is purchasing CTS for the first time • Client has AA on i and P platforms but is purchasing CTS for the Storage platform for the first time • Invalid examples (Ineligible) • Client has CTS for pSeries and wants to add additional servers • Client has AA for Storage and wants to add additional storage devices • Client wants to cancel current CTS contract and get a replacement CTS contract on same platform with discount • Client must execute the proposed Enhanced Services contract between 1/16/2012 and 6/30/2011

  18. End to End Process for Business Partners Additional Delegated Discount Process • BP to provide a proposal request to IBM via COL with the RTS Request form • BP should put the following in the SWS request form at the top:“Enhanced services Growth Program Additional Request” • IBM (Cathy Glenn) will review and ensure the client is eligible • If client is eligible, IBM (Cathy / SCF) will apply the appropriate discounts and send the schedule back to the BP via COL • BP will execute the agreement with their end user client • BP will submit completed contract package in Contracts ON Line (COL) and include, in addition to the standard contractual requirements: • IBM’s (Cathy) approval • Place the following comments“Enhanced Services Growth Program Additional Discount” in COL comments field

  19. Q & A for Enhanced Services Incentive Program • How Long will this Program run? • Jan 1, 2012 through June 30, 2012 • Why is IBM offering this limited time Enhanced Services Growth Program? • Net new enhanced services growth offers an ongoing revenue opportunity for IBM and our Business Partners. Enhanced services provide an opportunity to maintain long-term customer satisfaction by providing critical services tor our client’s for their mission critical environments • I have several outstanding proposals for Enhanced Services that occurred between Oct 1, 2011 and Jan 15, 2012. Do these proposals qualify for this program? • Yes, if the client meets the eligibility criteria and you want to re-price • Where can I obtain a list of qualifying or approved Enhanced Services eligible products for this program? • Refer to the ETS section of the Supported Products List http://www-03.ibm.com/services/supline/products/javaETS.html • AA, CTS and ESO are eligible for the same products as those listed for ETS • What happens if my end-user customer does not respond by the Campaign end date of June 30 2012? • Customers must execute contract on or before 6/30/2012

  20. eConfig Default Attach for Power Systems How Do I use these recommendations? • These recommendations are for individual machines. • Process sales through ISAT. These recommendations can be de-selected as needed but it is strongly recommended that some level of enhanced service is sold on all opportunities. • If you have higher quantities, try to offer Account Advocate instead of Server Checkup, ETS instead of AA or CTS instead of ETS.

  21. eConfig attach for Storage

  22. What Enhanced Services should you be selling with Power? • 1 or 2 low end (rated small) machines • Server Checkup is the primary service • Look for opportunities to add AA or focus on AA instead • Small number (<5) Mid/High End servers • CTS or ETS based on criticality of servers • Large Inventory (>4) mixed server sizes • CTS or ETS/AA combination

  23. What Enhanced Services should you be selling with Storage? • CTS and Hard Drive Retention • Always start by proposing CTS as it provides comprehensive support for both Proactive & Enhanced problem resolution at a very attractive price • Don’t propose ETS because it provides much lower service at a minimal price differential with CTS ($100 per year list delta between ETS and CTS for most storage devices) • Always sell Hard Drive Retention for disk based devices • Upsell from CTS • If the customer service needs or the overall deal will sustain it, propose SSD and/or ESO in addition to CTS • Downsell from CTS • If price is an issue, propose AA which is approx 22% of standard CTS list price • Try to add 1 or SSD in addition to AA

  24. Server Checkup (SC) High Level assistance with problem prevention and OS efficiency for AIX/IBM i Definition • Personalized guidance from an IBM product support expert on how to maximize maintenance and/or performance of AIX and/or IBM I operating system environments Features • Assistance with Problem Prevention • Combination of high level summary reports and quarterly conference calls with an IBM subject matter expert. • High level reports do not overwhelm customer with too many details • Conference calls provide advice from an IBM expert on what the report is highlighting and advice on the customer’s next courses of action based on that data • Choice of OS Maintenance, Performance or Both for any Power Systems, System i or System p server Benefits • Designed to provide cost effective problem prevention assistance to customers with any combination of low skills or lack of available in-house resources to effectively perform maintenance and/or performance tasks on their own. Ideal for • Clients with IT skill gaps • Clients with small volumes of low end Power Systems, System i and/or System p servers.

  25. Account Advocate (AA) Definition Optional add on to standard Base Support (SWMA/Support Line, Warranty/HWMA) that delivers the following • Personalized, fast/efficient enhanced problem resolution for Storage plus Power Systems, p, i, x and x86 OEM servers • Technical support centric service focused on minimizing the costs and business impact of a problem • Ideal for Clients with IT skill gaps, with high %’s of Sev 1 & 2 issues, running mission critical applications in complex IT environments, who want or need to know that they have all IBM’s resources available to them if they encounter a problem Features • Priority Access • Single Point of Entry for all IBM Product problem submissions allows you to report any Hardware/Software (Storage SW, OS, Middleware) product problem to the dedicated technical team if you have a valid IBM support contract for the product • Unique Direct Access Code (DAC) bypasses Admin layer and takes you through to the dedicated technical team • Priority Response • You will be working with a technical expert within 30 mins prime shift (option for 24 x 7) vs. 2 hours/4 hours for base support and you have the potential for live call • Priority Handling • Dedicated team that already knows you and your environment handles all submitted problems. They will directly resolve problems whenever possible and either engage/coordinate/manage additional resources (eligible products such as OS /Storage SW) or route to specialist support team (HW, Middleware) as necessary • Named Account Advocate is your escalation path for any service issues. Benefits • Designed to provide a minimum level of enhanced support • Designed to MINIMIZE the costs/business impact of a problem when one has occurred and lower overall operational costs by having IBM manage/coordinate the problem resolution process. • Consistent with enhanced support available for all other Storage and server products

  26. Enhanced Technical Support (ETS) Definition Optional add on to standard Base Support (SWMA/Support Line, Warranty/HWMA) that delivers the following • Personalized account management, assistance with problem prevention and fast/efficient enhanced problem resolution for Storage plus Power Systems, p, i, x and x86 OEM servers • A named Technical expert provides a technical support centric approach to account management of the support relationship and assistance with problem prevention • Includes all elements of AA & SC which ensures Enhanced problem resolution via a dedicated technical team of product support experts who accept all reported HW and SW problems Features • Assistance with Problem Prevention • Product Support Experts who know your environment and who use that knowledge to provide advice on product optimization, tips/techniques and problem prevention • Account Management • Named IBM Product Support expert who owns the support relationship and who maintains regular contact via welcome call, Initial environment reviews (remote or onsite), electronic reports, statuscalls, etc.. Acts as an extension of client’s own in-house IT staff within the IBM Support structure • Enhanced problem Resolution • Live call or max 30 min hold time 24 x 7, 365 via a unique code to a dedicated team of Product Support Experts that already know your environment and who only work with CTS clients for all HW/SW problems associated with an eligible machine. This team either directly resolves or ensures managed/coordinated resolution of all reported problems. ETS includes full ETS level support for Sev 1 HW problems reported on an eligible server or storage device Benefits • Designed to provide comprehensive technical support for problem prevention and enhanced problem resolution • Designed to greatly enhance a client’s ability to AVOID the costs/business impact of a problem before it has occurred and MINIMIZE it when one has occurred plus lower overall operational costs by maximizing a client’s ability to leverage the efficiencies gained by utilizing IBM’s skills and resources • Consistent with enhanced services available for all Storage and Services products

  27. Custom Technical Support (CTS) Definition Optional add on to standard Base Support (SWMA/Support Line, Warranty/HWMA) that delivers the following • Personalized, comprehensive account management, assistance with problem prevention and fast/efficient enhanced problem resolution for Storage plus Power Systems, p, i, x and x86 OEM servers • A named senior Technical expert provides a technical support centric approach to account management of the support relationship and assistance with problem prevention • Includes all elements of ETS, AA and SC which ensures Enhanced problem resolution via a dedicated technical team of senior product support experts who accept all reported HW and SW problems Features • Assistance with Problem Prevention • Product Support Experts who know your environment and who use that knowledge to provide advice on product optimization, tips/techniques and problem prevention • Proweb: reporting/management tool exclusive to CTS Clients http://www.ibm.com/services/us/its/video/mts_proweb.swf • Account Management • Named Senior IBM Product Support expert who owns the support relationship and who maintains regular contact via welcome call, Initial environment reviews (remote or onsite), electronic reports, statuscalls, etc.. Acts as an extension of client’s own in-house IT staff within the IBM Support structure • Enhanced problem Resolution • Live call or max 30 min hold time 24 x 7, 365 via a unique code to a dedicated team of Product Support Experts that already know your environment and who only work with CTS clients for all HW/SW problems associated with an eligible machine. This team either directly resolves or ensures managed/coordinated resolution of all reported problems. Standard CTS includes full CTS level support for Sev 1 HW problems reported on eligible servers & storage devices • Can be easily customized to meet client specific service needs Benefits • Designed to provide comprehensive technical support for problem prevention and enhanced problem resolution • Designed to greatly enhance a client’s ability to AVOID the costs/business impact of a problem before it has occurred and MINIMIZE it when one has occurred plus lower overall operational costs by maximizing a client’s ability to leverage the efficiencies gained by utilizing IBM’s skills and resources • Consistent with enhanced services available for all Storage and Services products

  28. Enterprise Support Option (ESO) for CTS Definition Optional add-on to CTS • Predefined package of additional service features that expands the range of CTS support level support provided for Server and/or storage Device Hardware & the depth of skills assigned to provide CTS level support on a day to day basis • CTS is a mandatory pre-requisite for each platform that requires ESO and 1 x Specialist Support Day (SSD) purchase is required with every ESO contract • Can be purchased via ISAT without the need for a special bid as of July 27 2011 Features • Integrated Hardware/Software • Standard CTS provides CTS level support for Sev 1 Hardware problems reported directly to the CTS team and which are related to eligible servers and/or Storage Devices • This service feature expands full CTS level support to all Hardware problems (Sev 1, 2, 3 and 4) reported directly to the CTS team & monitoring/engagement as necessary by the CTS team of any Sev 1 Hardware problems reported via other channels (direct to HW Support, electronically, etc.) • Integrated Priority Development Team • Standard CTS Proactive Support provides proactive and enhanced problem resolution by senior Level 1 product support experts • Under this service feature, Level 2 specialists for Software and Hardware (PFE) will contribute to day to day CTS proactive support via Proweb data analysis, product critical issue notification, advice, etc. • Under this service feature, Level 2 specialists for Software and Hardware (PFE) will actively monitor for and prioritize requests for assistance from the CTS team on critical problems from ESO level clients Benefits • Expands CTS Hardware coverage to ensure that CTS with ESO is a complete HW and SW support solution • Expands the skill levels assigned to CTS day to day support to maximize clients ability to AVOID the costs/business impact of a problem before it has occurred and MINIMIZE it when one has occurred and reduce overall IT Operational costs

  29. Specialist Support Days (SSD) Assistance from IBM Product experts on tasks outside standard support scope Definition • Blocks of up to 8 hours of assistance from IBM Product Support Experts • Standard SSD: assistance is provided Planned (10 business days notice), remote from client location and during prime-shift. • Can be pre-sold with new machine sales or support contract renewals. • Client advises IBM at ssdays@us.ibm.com when they have decided how they want to utilize their SSD • Non-standard usage (any combination of Unplanned, Onsite, Off-shift) is available for an additional fee Benefits • Allows clients to access and leverage IBM’s top HW and SW experts for specific tasks outside the scope of standard support e.g. Healthchecks, OEM product issues, education transfer, etc. • Flexibility to leverage IBM resources as and when needed. Ideal for • Clients who need short term ‘heavy hitter’ assistance on unique tasks/requirements • Clients with internal skills/resource gaps • Clients who want to budget ahead to cover such potential needs and pre-buy SSD before they have a definitive decision on how they want to use them.

  30. Performance Management Reports (PM) Self Help Electronic reports providing in-depth insight on OS efficiency for AIX/IBM i Definition • Up to 27 highly detailed reports providing a wealth of information on how efficiently an IBM I or AIX Operating System instance is utilizing the server resources assigned to it (CPU, Memory, DASD, etc). • Server operational statistical data is automatically gathered and forwarded to IBM where analytical tools are used to generate the final reports. • Client can access these reports at any time on the secure PM web site. Benefits • Allows clients to have all the information they need to identify resource choke point and take appropriate corrective action. Ideal for • SWMA and AA clients utilizing AIX or IBM i Operating Systems that want maximum data on OS Performance and are comfortable with interpreting and implementing changes based on their own analysis. • ETS and CTS clients utilizing AIX or IBM i Operating Systems that want to maximize the level of advice their assigned product Support expert provides

  31. Alert Self Help Electronic reports providing in-depth insight on OS Maintenance Definition • Customizable electronic reports detailing the latest maintenance information for AIX and i Operating Systems • Information consists of available Hiper PTF’s, General PTF’s and Defective PTF’s. • Reports can be customized in terms of content, recipients and distribution schedule. Benefits • Allows clients to have all the information they need to ensure they can make the most timely and effective maintenance decisions. Ideal for • SWMA and AA clients utilizing AIX or IBM i Operating Systems that want the information they need to make maintenance decisions and who are comfortable with interpreting and implementing changes based on their own analysis. • Not necessary for ETS and CTS clients utilizing AIX or IBM i Operating Systems because Alert is a default component of those services.

  32. Hard Drive Retention Allows clients to retain highly sensitive data and help ensure privacy Definition • Available for IBM System i, System p, Power, System x and System z or Storage products. • Provides clients with the ability to maintain control of sensitive data based on federal, legal and internal corporate guidelines. • Services are available during the hours defined through the product warranty or maintenance service agreement. Benefits • Helps safeguard the security and privacy of sensitive data • Helps customers comply with Federal Legislation • Integrates data security compliance into system support processes • Transfers accounting of hard drives as an asset to a maintenance support service Ideal for • Clients who need to track and dispose of hard drives that may contain sensitive client, corporate or other security data (i.e. financial services, healthcare, retail)

  33. Total Microcode Support (TMS) Clients can utilize IBM to perform Microcode tasks Definition • Maintaining Microcode installed on Server and/or Storage Device at the latest levels is a customer responsibility. • TSM provides 2 levels of optional assistance from IBM on this responsibility. • Basic Level: IBM will analyze installed Microcode and provide advice on any required changes • Advanced Level: IBM will analyze/advise and perform any upgrade the client wishes to perform on their Server and/or Storage devices. Benefits • Lowers Operational costs by reducing the burden on in-house staff to perform tasks related to Microcode • Client can leverage IBM skills & expertise • Avoid the costs/business impact of encountering a problem related to back dated Microcode Ideal for • All Clients who want to ensure their Microcode is at the latest levels in the most cost effective and efficient manner. Not Necessary for • Clients who have CTS in effect. The combination of Proweb, a named IBM TSM and regular status calls provides all the elements of Basic TMS

  34. US MTS Software Services – CTS enhanced with ESO (Dark Green) Note 1: available for Aix and i only Note 2: Purchased separately from main service Note 3: Purchase separately, minimum of 1 x SSD

  35. Software Services – Service Deliverables

  36. Questions?

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