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Lenovo Services A Heritage of Excellence Backing the Best Engineered PCs

Lenovo Services A Heritage of Excellence Backing the Best Engineered PCs. Lenovo Services Evolution Service Strategy External Market Recognition Best in Class Service Capabilities Complete Service Portfolio Discrete Service Offerings Customers. Contents. Lenovo Hardware. Customers.

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Lenovo Services A Heritage of Excellence Backing the Best Engineered PCs

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  1. Lenovo ServicesA Heritage of Excellence Backing the Best Engineered PCs

  2. Lenovo Services Evolution Service Strategy External Market Recognition Best in Class Service Capabilities Complete Service Portfolio Discrete Service Offerings Customers Contents WW Services Overview January 2008

  3. Lenovo Hardware Customers • IBM Services Customers • IBM Hardware • IBM Services Lenovo Services Evolution – A Story of Transformation Ownership 2007+ Partnership 5/1/2005 Administration • Lenovo Hardware • Lenovo Services 4/30/2005 Customers Service Delivery Partners WW Services Overview January 2008

  4. Our Legacy and Future • Lenovo Services is a new, energized business. We’ve taken the handoff - now we’re ready to be the best. WW Services Overview January 2008

  5. Service as a differentiator An integral part of product marketing efforts A reason to purchase Lenovo Services is an autonomous business Complete customer focused portfolio of services Tightly aligned with Lenovo product business Lenovo Services – Making Our Presence Felt • Global reach/local presence • China • U.S. • EMEA • Asia/Pacific • Japan • Strategy in place to be the best WW Services Overview January 2008

  6. Consistently Delight Customers Easy to do business with CSAT tied to performance incentives Single point of accountability Compelling Service Offerings Designed around customer needs End-to-end service portfolio Designed to deliver business value Customer Delight People Delivery Excellence Compelling Services Lenovo Services Strategy • Service Delivery Excellence • Lenovo owns delivery experience • Leverage best-in-class service partners • Continuous improvement via Lean Six Sigma • Centered Around People • Our customers • Our service partners • Our employees WW Services Overview January 2008

  7. External Market Validation Reader's Choice award for NotebookService and Reliability August, 2005 Ranked #2 for Notebook Customer Satisfaction November, 2006 Editor’s Choice, Warranty Service Support July, 2006 #1 Ranking for Tech Support for Laptop Computers May, 2006 Ranked highest of PC brands for Tech Support and Repairs 2007 ReaderSurvey WW Services Overview January 2008

  8. Best-in-Class Global Service Delivery Greenock Toronto Poland Montreal Windsor Erfurt Brno Chicago Rochester Bucharest Boulder Montpelier Seoul Fujisawa St. Louis Charlotte Madrid Beijing Tokyo Atlanta Monterey Shenzhen Taipei Bangalore Hong Kong Guadalajara Kuala Lumpur Services Coverage Singapore 2,700 direct employees 22,000 certified technicians 170 countries 17 languages Brisbane Sydney Sao Paulo Johannesburg Ballarat Buenos Aires Factory and configuration centers Technical support and call centers WW Services Overview January 2008

  9. Our Services Portfolio Addresses the entire PC Life Cycle Managed Deployment • Installation • Custom Imaging • Factory Integration • Custom Delivery • Project Management Warranty & Protection • Extensions & Upgrades • Accidental Damage Protection • Online Data Back Up • HDD Retention Procurement, Planning & Consulting • Parts & System Procurement • IT Consulting • Migration planning • Installation planning PC Recycling & Disposal • Value Recovery • Discovery • Secure Disk Wipe • Packaging • Transportation Enterprise Support Packages • Service Account Managers • Priority Call Routing • Management Reports • 4 hour response Help Desk & Tech Support • Problem determination • Technical action plans • Remote take-over • Phone or chat • Quick shipment of CRUs WW Services Overview January 2008

  10. Standard Maintenance and Support Services Current portfolio offerings Extended Protection Extended Service Plans • Notebook-specific protection • Regional coverage on a global basis • Repair or Replace • Protection from unpredictable expenses Base Level • Response times to meet your business requirements • Terms to support your asset lifecycle • Custom solutions • Parts logistics for expedient service • On-site support • Access to Lenovo’s Global Services Network • Hard Drive Retention • OEM Base warranty • Depot based WW Services Overview January 2008

  11. Customers save 10 - 33% when warranty extension is purchased at same time as system Warranty Service Plans • Investment Protection • Warranty is aligned with depreciation schedule • Convenient depot or on-site service available • Coverage when and how you need it • Choose level of service and responsiveness you need • Next business day, 9x5x4, 24x7x4 • Bundled upgrade options for warranty protection for notebooks • Includes post warranty upgrades for 1 and 2 years WW Services Overview January 2008

  12. Accidental Damage Protection • Complete protection to desired term (i.e. 4 years) • 24/7 toll free access to Lenovo technicians • Unlimited repairs covering accidental damage issues • Replacement with new system, if required • Why should you buy? • Mobile workforce? • 70%+ of mobiles damage repairs cost > $1000* • Provides coverage for multiple damage repairs • Coverage for new system if required for damage About A Dime A Day For Coverage Customers save, on average, 28% with ADP vs. cost of repair** * Gartner “Best Practices in PC Life Cycle Services.” March 16, 2006 ** Based on sample size of Lenovo customers with accidental damage protection claims WW Services Overview January 2008

  13. ThinkPad Reserve Edition – Executive Class Service Re-defining Premium Level Service • Highly personalized • Welcome engagement • Customized set-up, configuration, and data migration • Proactive and convenient tune-ups to keep your PC operating at peak performance • Executive Support Staff at your service • Highly skilled “named” agents who know you and work together for you • Empowered and accountable to completely resolve all issues • Directly manage and own all support activities - no matter what it is or where it occurs • Convenience & Speed • Anytime, Anywhere, 24x7x365 • Blue button instant access to text chat or phone • (answers within 4 rings) • Service at your convenience, when and where you want WW Services Overview January 2008

  14. Online Data Backup – Protection for Home & Business • Encrypted back up of files off site • Transfer to new computer • Secure access anywhere in the world • Variable solutions for consumers and small business Consumers SMB Protect precious memories Protect business data Protect precious memories WW Services Overview January 2008

  15. ThinkVantage Technologies – True Competitive Advantage • Time savings • Improved productivity • Positive bottom line impact • Reduced downtime • Improved customer delight • Image creation • Image management • System migration • System deployment • Secure data destruction TBR believes the ThinkVantage Technologies are a true differentiator for Lenovo and offer a unique value proposition. No other PC hardware vendor has developed a full portfolio of PC management lifecycle tools. 2007 TBR White Paper – ThinkVantage Technologies: Saving Dollars and Improving Productivity Through the PC Lifecycle WW Services Overview January 2008

  16. Lenovo Managed Deployment Services Suite Migration Planning Develop a plan for migrating operating systems or rolling out new PCs Factory Integration Asset tagging, customization of system settings, installation of options, partition of drives and more… Image Creation, Load, & Management Load in manufacturing reducing time onsite, and manage on-going using our experts & proven process M A N A G E D D E P L O Y M E N T End to End Solutions with single point of accountability Custom Delivery Schedule delivery, over-pack & bundle, remove packaging materials for easy receiving and distribution On-site Installation Set up system, transfer data and personality, connect to networks and peripherals Asset Recovery Securely erase data and recycle in accordance with local standards. Receive value for resold assets. WW Services Overview January 2008

  17. Asset Recovery, Recycling and Disposal • Value Recovery • Broker assets for cash or credit towards new PCs • Discovery • On-site inventory and value assessmentcertificate • Secure Disk Wipe • Disk overwrite to DOD specifications • Refurbishment • Prepare asset for resale or reuse /cascade • Packaging & Transportation • Consolidate assets, palletize & ship • Disposal • Environmental friendly recycling with disposal certificate WW Services Overview January 2008

  18. Why Lenovo? • Rated highest among PC makers in “green” manufacturing • Single global source for remarketing and disposal of IT assets • Trade-in tax benefit with new equipment purchase • Cost-effective leveraging Lenovo’s scale and multiple contracts • Lenovo certified environmentally friendly and secure disposition WW Services Overview January 2008

  19. New South Wales Department of Education and Training World Class Services for World Class Customers TM WW Services Overview January 2008

  20. Summary • Lenovo Services has a heritage of excellence • Transitioned from administration to complete ownership • We work with best-in-breed business partners • Service as a differentiator • Organization and portfolio are growing to be the best • Solutions for protection, maintenance, managed services • Single point of accountability • All focused on world-class operations, world-class customers WW Services Overview January 2008

  21. WW Services Overview January 2008

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