Welcome to the Spanish Tivoli User Group first meeting at IBM Madrid – 18 Nov 2003

1. Welcome to the Spanish Tivoli User Groupfirst meeting at IBM Madrid – 18 Nov 2003

2. Agenda • 09:30 Registro / Café • 10:00 Bienvenida • 10:10 Tivoli Strategic Executive Update • 11:00 Introduction to EMEA TUGs • 11:45 Descanso / Café • 12:15 TUG Committee / GTUG Rep Election Proposal • 12:30 Support & Services News • 13:00 Mesa Redonda • 14:00 Cierre y Cocktail

3. Introduction to Tivoli User Groups The Spanish Perspective Tony Thuy – tony.thuy@uk.ibm.com User Group Relations Manager EMEA Resolution Manager Nordics & Netherlands

4. Tony Thuy • EMEA Support & Services (Dexter Henderson) • Tivoli User Group Relations Manager – EMEA • Resolution Manager (CSET) – Nordic & Netherlands • Reporting to Nick Hinton, Manager EMEA Customer Satisfaction Enablement Team (CSET) • Working with EMEA TUGs since September 2000

5. Congratulations on your first Tivoli User Group meeting! We are pleased to be able to support you.

6. What is in it for you? • Networking with other Tivoli customers (communicate, meet, learn) • Forum to exchange information, experience, and best practices • Ability to influence Tivoli Product, Services and Support Strategies • Supplementing Tivoli Training activities • Be part of One Collective Voice to Tivoli (Global TUG Council) • Help track your and fellow customer’s Enhancement Requests • Increased and Enhanced communication links with Tivoli (2-way communication) • Increased access to Product Knowledge and Experience • Increased opportunities to hear Tivoli presentations on Products, Support, and Services. • Improve ROI • Link with other TUGs across EMEA • Free Training CDs

7. Key TUG Facts • Tivoli Software actively supports and communicates with all Tivoli User Groups (TUGs), globally. • Tivoli Software has excellent relations with all TUGs • Dedicated Strategies and Tactics are in place to support all Tivoli User Groups • TUG Support high on our General Manager’s Priority List

8. What is a Tivoli User Group A group of customers who actively work with Tivoli Solutions and are keen to learn and share information and experiences about their solutions with other customers, to assist implementation of Tivoli Software solutions. Independent Owned and run by you.

9. Support you can expect • Luis Peinado • Tivoli Pre-Sales Spain • Local UG Support Manager • Tony Thuy • EMEA UG Relations Manager • We will support you in • establishing your UG • guiding you through the steps of maturing your UG • offering assistance to create your agenda • organising speakers • offering links to other UG members • promoting your TUG • And web presence for your TUG at www.tivoli-ug.org • Discussion forums atwww-106.ibm.com/developerworks/forums/tivoli_forums.jsp

11. General Overview of Tivoli User Group meetings • ½ to 2 day meetings • Meetings are generally at customer sites (sometimes also be at SW Symposium) • Planning for a meeting generally starts 6 weeks in advance • Most user groups have meetings 2 to 5 times a year • User groups generally meet in February/March, April/May/June and September/October/November • Anywhere between 1 to 4 Tivoli speakers could be requested for one user group meeting • Average attendance of 22 people at a meeting

12. North America 18 Regional Groups 6 Storage Groups 1 TWS Group 1 Infoman Group EMEA 13 Regional Groups 1 Storage Group 1 Security Group 4 TWS Groups Latin America 3 Regional Groups Current Standing: Growing User groups in response to customer demand. * Over 1300 membership companies • 2003 recent NEW • Tivoli User Groups • Spain – EMEA • South Africa - EMEA • Ireland - EMEA • Perth – Australia • Security TUG NC – Americas • Security TUG NE – Americas • Storage TUG NC – Americas • Netview TUG - Americas Japan 1 Regional Group Australia 3 Regional Groups Current Global Presence 38 Regional User Groups 7 Storage User Groups - 2003 1 Security User Group – 2003 5 Workload Scheduler User Groups 1 Infoman User Group - 2003 52 Tivoli User Groups 1 Global Tivoli User Group (GTUG) council • 2004 Possible Tivoli User Groups • Venezuela –Americas • Chile – Americas • Columbia –America • CEMA TUGs • Security and Storage TUGs

13. Some of the EMEA TUGs

15. Meeting Agenda Samples • Each region has a different agenda format but all are a combination of Tivoli presentations, Customer Experience presentations, roundtable sessions, and open table discussions. • Previous agenda topics for UK: • Tivoli Address - Bob Evans (S&S Operations Director EMEA) • Product News Update - Angus Jamieson (Tivoli Consultant) • Enhancement Request Process - Judith Hamilton • Three Specialist Tracks: (1) DM 4.1, (2) Business Benefits, (3) OPC/TWS • Customer Presentation: Orb Data and B & Q - Present Odyssey • Customer Presentation: Lloyds TSB, Kevin Hurdle, Delivers Strategy Overview • Special Interest Groups on Deployment, Availability, Framework, OPC/TWS • Previous agenda topics for Germany: • Four Workshops: (1) TEC Migration, (2) Framework Architecture changes with latest release, (3) SLA manager, (4) Tivoli Enterprise Data Warehouse • TSM Overview - Rainer Klug (ACT) • Country Manager Update - S.Wippel • Support Manager EMEA Update - Maurizio Piatti • Customer Presentation Knowledge DB for TEC events - M Schwab (Sysm) • Customer Presentation Connecting TEC to Perigrine - Mr Kreuzer (Sparda) • Tivoli Product News update - Mr Huelber (IBM)

16. Typical TUG Structure • UG Committee • UG Chairman - lead UG and be main POC to Tivoli • GTUG Council representative (typically the chairman) • UG Vice-Chairman – supporting chairman • UG Secretary - supporting Chairman and managing budgets • Two extra UG members to be part of UG committee to assist • Communicates with all UG members • Drives creation of agenda • Liaises with Tivoli User Group Support Managers • TUGs are self funding. • In some regions, Tivoli supports the TUG by providing IBM meeting location and (buffet) lunch. • Dedicated Website / Discussion Forum

17. Suggested TUG Setup for Spain • Work as an independent UG • Own charter • Own budget • Elect committee Or • Be part of Guide Share Europe (GSE) • For example France, Germany, Belgium In both cases, you receive the same support from Tivoli Software • IBM supporting SA TUG committee with future meeting planning and delivery

18. Local empowerment on a global scale… The Global TUG Council • What is it • Group of TUG representatives from each TUG worldwide • Why • Represent TUG member interests as One-Voice to Tivoli Software • When • Meet monthly via conference call • Who • Council members include following customers: • ATOS Origin, Reuters, Halifax, KBC, Volvo, Schwab, Fortis, AHOLD, …

19. GTUGC – in picture format

20. GTUG Council benefits • Take active part in One-Voice • Increase value and weight to Spanish TUG feedback • Network with all other WW TUGs • Network with Tivoli Executives • Direct Communication route to Tivoli • Direct Communication route to global Tivoli customers • Direct Info Source

21. GTUG Achievement -2002 • Provided feedback into • P&A Product Roadmap, • Security Roadmap. • C&O Product Roadmap, • Launch Ideas, • New Product Concept in P&A space • Tivoli Product Enhancement Process • Level 2 Tivoli Support • Previewed the Customer Portal and presented feedback • Participated in • Product Naming Survey for one of Tivoli’s new Storage Product • Graphical User Interface Survey confirming Tivoli direction within the GUI space • discussion about the Architectural Product Review Process • Gave Requirements • on Real-time reporting • GUI Presentation Services • Management of Microsoft Servers • Surveyed the user groups asking to prioritize requirements. Submitted finalized list of GTUG requirements to Tivoli.

22. GTUG Achievements 2003 • Currently 31 members representing 24 user groups. • Provided feedback • Architecture development • Plans on the Framework development • Improvement of the stability of existing code • Support and Services (Support website) • Planet Tivoli and the Launch • Provided a venue for the first face to face meeting on April 7, 2003

23. Strategy TUG Support Program

24. Scope and Objectives • to provide regional support to the EMEA TUGs • to build and maintain positive customer relationships • to increase TUG membership by 10% • to create synergy between EMEA TUGs • to improve communication between Tivoli and the groups • to work closely with IBM Software Group

25. What is in it for the TUGs? • Increased responsiveness to TUG member feedback • Opportunity for stronger communication links with Tivoli • Clearer vision of Tivoli Product Strategies • Increased access to Product Knowledge and Experience • Link with other TUGs across EMEA Helping the TUG members

26. Some Key Tactics • EMEA TUG newsletter • Independent TUG website • TUG Promotion Brochure and Direct Mail • TUG Welcome Pack to new members • EMEA Leaders Summit at Planet Tivoli / SW Symposium • TUG Promotion Activities at Planet Tivoli / SW Symposium • GTUG Council Support

27. In Summary • We are committed to supporting you. • We have a mature infrastructure in place to do so.

28. TUG Member Actions • Take an active interest in your group by taking part in the meetings. • You set the agenda topics – we will support you. • Be enthusiastic about making your group successful • Your group has a powerful voice to Tivoli: take advantage of this by communicating your feedback to Tivoli.

29. Info and advice • Is available from • Luis Peinado • luis.peinado@es.ibm.com • Tel 0609.143.957 • Tony Thuy • Tony.thuy@uk.ibm.com • Tel +44 7967 275 388 • And online: • www-3.ibm.com/software/sysmgmt/products/support/Tivoli_User_Groups.html • www.tivoli-ug.org

30. Next Actions • Election of UG Committee members • Chairman • (Vice-Chairman) • GTUG Council Representative

31. Thank you.Comments, Questions? Tony Thuy – tony.thuy@uk.ibm.com +44 (0)7967 275 388

32. Spanish TUG committee membersGTUG Representative

33. Typical UG Structure • UG Committee • UG Chairman - lead UG and be main POC to Tivoli • UG Vice-Chairman – supporting chairman • UG Secretary - supporting Chairman and managing budgets • Two extra UG members to be part of UG committee to assist • GTUG Council representative (typically the chairman) • Communicates with all UG members • Drives creation of agenda • Liaises with Tivoli User Group Support Managers • Benefits of Committee Member • Have direct influence on UG focus • Have direct contact with Tivoli Execs • Have seat in Global TUG (GTUG) Council

34. Benefits to the GTUG Council Representative • Network in circle of other experienced Tivoli customers • Network in circle of Tivoli Executives • Opportunity to personally drive issues to Tivoli • Opportunity to personally preview Tivoli Product, People and Process Strategies and have an influence in their shape • Opportunity to build relationships with key Tivoli Execs, Directors, Product Managers • Plus VIP invitation to GTUG Council face to face meeting at SWG Symposium (Planet Tivoli) US (New Orleans – 7 April 03)

35. GTUG Council Member (suggested) Duties • Attend GTUG Council monthly conf call meetings • Attend annual EMEA GTUG Members meeting (at EMEA SWG Symposium) • Attend annual WW GTUG Members meeting • Collect and represent Spanish TUG feedback, issues, concerns • Report back to Spanish TUG at TUG meetings • … Total of two to three hours per month

36. Candidates? Volunteers? +27 (83) 408-4992 +27 (83) 408-4992

37. Thank you.Comments, Questions? Tony Thuy – tony.thuy@uk.ibm.com +44 (0)7967 275 388

38. Draft agenda for next Spanish TUG Meeting 2004 - 1st half March • GTUG Council update (15) • Committee Selection (15) • Customer presentation (1 slide for all) (90) • Support clinic (on going) • Technical update / workshops • Service Level Advisor • Data warehouse • ITM – resource model to create monitors (5.1) • Problems with Framework and firewalls (gedas/vw) • Implementing DR management on different platforms • Tuning in Tivoli Storage Manager • Tivoli Migration Advice (TSA, Monitoring) • [Linux Strategy] • Tivoli Experiences (Good and Bad) – Open Session • Tivoli News (30) • Enhancement Request Process & Requests Review (30)