IBM Security and IT Management Outbound Call Flow Guide IT Decision Makers

1. IBM Security and IT Management Outbound Call Flow Guide IT Decision Makers Generate Leads! Start by understanding the customer’s needs Motivate & Engage Interest After you have introduced yourself, begin by asking the types of questions to motivate and engage interest Background Information for you before you start the call Understand the Current Environment Understand Barriers to Purchase • Call Goals: • Generate Quality Leads • The Audience: • IT Decision Makers • Purchased an IBM software product in the last 24 months • Communication Stream: • Prior to your call, prospects may have already received a postcard or email from IBM promoting IBM’s software solutions • You should not, however, assume thorough recall of these communications • Program Strategy: • IBM’s corporate strategy is to position the company as the technology partner to help companies become “on demand”, which it defines as being “responsive, resilient, focused and flexible” • IBM technology helps IT Managers align systems against business goals through the use of centralized system management solutions, automated provisioning capabilities and centralized security management solutions, leveraging a company’s existing infrastructure • One of the key challenges businesses face is to deliver consistent service levels while managing a complex and diverse infrastructure. • IT managers need a centralized management solution that will align their business systems against their business goals. (ie. Instead of separately managing the inventory system and the website, they can manage the e-commerce process) • The need for a more efficient way to manage the infrastructure is also driven by the fact that IT is tasked to accomplish more with the same or less resources. • All of this drives the desire to get the best performance out of existing systems. • As businesses focus on increasing access to relevant information, implementing a holistic security solution becomes extremely important. • May I ask, would a centralized, business-centric view of your IT infrastructure simplify the management of your IT systems? • May I ask, would it be beneficial if your IT management systems were aligned with key business processes? • May I ask, would reducing IT costs through more efficient use of existing IT resources benefit your company? • May I ask, would it be more valuable to your company if you could manage service levels against business goals as opposed to terms like system uptime? • May I ask, would it be beneficial if you could easily and quickly determine the ripple effect that one system’s performance has on the rest? • May I ask, with an increasing number of employees and partners, is providing secure and user-appropriate access a high priority? • May I ask, how valuable would it be if you could reduce the amount of time it takes to isolate problems among your inter-connected system? • Skeptical of Promise • IT management is skeptical that centralized management and automation solutions can handle the complexity of real-life IT environments • Fear of Rip and Replace • Competitor’s solutions require an entire ‘rip and replace’ of the customers current infrastructure. This is costly, time-consuming and disruptive. • Cost • IBM solutions are perceived as expensive, high-end solutions. • Time-Consuming • IT management perceives solutions that address system complexity and security issues as taking a long time to implement. Provide higher service levels to employees, partners and customers - Lower your total cost of ownership - Do more with less - Keep your business up and running

2. IBM Security and IT Management Outbound Call Flow Guide IT Decision Makers Generate Leads! Build customer interest in IBM Solutions Verbal Cues These are the verbal signals to listen for. The prospects will give ‘clues’ allowing you to make product recommendations Explain the Solution Benefits Finally, use these statements to show the solution addresses their pain points / needs Explain the Solution Features • Assures that the right person has access to the right information at the right point in time • Enables user access privileges across a series of systems • Provides a better user experience • Provides IT managers a robust and efficient solution to ensure the integrity of their IT system. • “Key Pain Points”: • “My current approach to systems management is time consuming and not very reliable because my control mechanisms are oriented around individual systems rather than groups of systems that support key business processes.” • “We had to over-invest in IT capacity in order to accommodate potential spikes in demand; as a result, our IT resources (servers) are scattered and severely underutilized.” • “Since our existing point solutions don’t work well together, it is difficult to manage service levels against business goals rather than just IT terms. For example, I would would rather manage service levels against speed of processing a transaction vs. 99% uptime.” • “Since my infrastructure is not aligned with my business priorities, it is difficult to determine how a problem in one system affects the performance of a business process.” • Security • Holistic security solution that enables management of user access privileges and policies • Allows you to do more with less • Allows you to use the lowest number of system resources to deliver the best service level • Assures the availability of critical business processes by enabling real-time provisioning of IT resources (Servers, etc), based on network and system demands • Automated Provision and Orchestration • Automatically optimize resource utilization of new existing IT systems • Business Needs that IBM Solutions can Solve: • Align IT resources with business requirements to deliver higher service levels to employees, partners, and customers. • Reduce and/or contain IT costs through more efficient and effective use of existing IT resources. • Ensure that user demands on the IT infrastructure are being consistently met (availability and resiliency) • Provide secure and user-appropriate access to information and data for an increasing number of employees, partners, and customers. • Provide the ability to implement solutions across heterogeneous environments based on open architecture to provide holistic solutions for distributed IT infrastructures. • Provide centralized, business-centric view and management of distributed IT systems • Provides a more efficient and effective way to manage the IT infrastructure • Allows for a business-centric management of distributed systems by aligning IT activities with business priorities (Example - manage ALL the systems that enable online buying from one console) • Centralized IT Management • Monitor and control distributed business system components and operation system resources from one single console Create a more flexible and adaptable IT infrastructure - Provide a higher level of security - Provide higher service levels to employees, partners and customers

3. IBM Security and IT Management Outbound Call Flow Guide IT Decision Makers Generate Leads! Connect the customer with an IBM solutions representative IBM Solutions for Security & IT Management incorporate the following IBM Software Generate and Confirm the Lead Overarching IBM Solution Features • Security • Tivoli Access Manager: Manages user authentication and authorization through a single-sign technology • Tivoli Identity Manager: Provides centralized identity management across legacy and e-business environments • Tivoli Storage Manager: Provides a single centralized view and analysis of security data, enabling companies to proactively address business risks using analytical historical reporting guides based on integrated security data • Comprehensive • IBM has the full portfolio of integrated IT management solutions to help companies align their IT infrastructure with business requirements while maintaining the security and integrity of their systems • Customized • IBM has the ability to create specific solutions to meet your needs, via combinations of IBM software products • Modular • IBM software products are designed to work together or alone, so you don’t need a major investment to get started • Flexible • IBM solutions support open standards, heterogeneous operating platforms and a wide range of ISV applications • Intuitive • IBM solutions are easy to deploy • The customer now has: • Confidence and trust in you, representing IBM • Has built a dialogue with you, representing IBM • Believes you understand their needs/issues • You have provided them with IBM: • Solution descriptions • How IBM solutions address & overcome their industry challenges / needs • How IBM solutions provide value • Review and confirm the lead details • Set the expectations for the next communication • Provide your name and contact information in case changes are required • Thank them for their time and interest in IBM! • Complete notes and prepare to send lead to Sales Group and... • Congratulations! Job well done! • Automated Provision and Orchestration • Tivoli Configuration Manager:Delivers an integrated solution for deploying software and for tracking hardware and software configurations across an enterprise • Websphere Application Server Network Deployment: Advanced deployment services, including clustering, edge services and high availability for distributed configurations • Websphere Edge Server: Improves Web site response time, scalability, and availability by distributing application processing to the edge of the network. • Centralized IT Management • Tivoli NetView: Better visibility into network infrastructure ensuring the availability of critical business systems and to provide rapid resolution of problems Lower your total cost of ownership - Do more with less - Keep your business up and running - Create a more flexible and adaptable IT infrastructure

4. IBM Security and IT Management Outbound Call Flow Guide Generate Leads! Understand their needs. Build Interest. Connect to an IBM Solutions Representative HOT SHEET • SOLUTION OVERVIEW: • IBM Solutions for Intelligent IT Management– software that helps IT professionals to better align their existing IT infrastructure against business requirements and ensure the delivery of vital business services through: • Centralized IT Management-Monitor and control from one single console • Automated Provision and Orchestration - Automatically optimize resource utilization of new and existing IT systems • Security -Holistic security solution that enables management of user access privileges and policies • KEY SELLING POINTS • Allows companies to provide higher service levels to employees, partners and customers by aligning IT systems against business priorities • Lowers total cost of ownership by optimizing utilization of IT resources • Allows business to do more with less • Provides a way to manage complexity of IT infrastructure through single point of control • Keeps the business up and running by preventing interruptions, security breaches, and service failures • Holistic view of IT infrastructure allows for problems to be more quickly diagnosed and resolved • Creates a more flexible IT infrastructure that can adapt to changing conditions • Provides a higher level of security as the need to provide access to information, applications and systems increases • ENGAGING QUESTIONS • “Would it be beneficial…” • “if you could simplify the management of your IT systems?” • “if your IT management systems were aligned with key business processes?” • “if you could reduce IT costs by increasing efficiencies?” • “if you could manage service levels against business goals?” • “if you could easily and quickly determine the ripple effect that one system’s performance has on the rest?” • “if you could ensure enterprise-wide security and user-appropriate access?” • PAIN POINTS • Have difficulty aligning management of infrastructure with business priorities. • Current approaches to system management are: cumbersome, time-consuming, unreliable, lack resiliency and are oriented around individual systems. • IT resources are severely underutilized because companies have to over-invest in IT capacity to accommodate potential spikes in demand and workload. • Existing point solutions don’t work well together, leading to fragmented and uncoordinated infrastructure management. • Difficult to establish and manage service levels against business goals rather than just IT terms. (I.e Speed of processing a transaction vs. 99% uptime) • IT & BUSINESS NEEDS • “I need to… • “deliver higher service levels to employees, partners and customers.” • “increase the utilization of my existing IT resources.” • “ensure that user demands on the IT infrastructure are being consistently met.” • “provide secure and user-appropriate access to information and data.” • “be able to isolate problems among an inter-connected infrastructure.” • “be able to determine how a problem in one system affects associated systems as well as the overall business process.” • “free up IT staff and speed up the process of operational implementation.”