IBM Technical Support Services presentation - IBM STU 2017 Sao Paulo

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IBM Systems Technical Events | ibm.com/training/events
© Copyright IBM Corporation 2017. Technical University/Symposia materials may not
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IBM HW and SW Support Services can help you to
proactively reduce the cost and impact of outages
Marcos Dias Alves
Technology Support Services

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Session objectives
How to Make Technology Support
Services (TSS) a differentiator for Your
Business
Understand how customers can mitigate
business risk with services from a
forward-thinking industry innovator
Learn how IBM TSS can support your
unique needs with extensive, flexible
and customizable service options

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Business Development Executive
• Joined IBM in October, 1988
• Software Support Specialist (CAC-SW)
• Software Support Offering Manager
• Hardware Maintenance Offering Manager
• Administration Manager
• Software Support Manager
• Hardware Maintenance Field Manager
• Hardware Support Center Manager
Marcos Dias Alves
mdalves@br.ibm.com
linkedin.com/in/mdalves

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IBM Service

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To meet this demand, businesses are juggling a complex multivendor system
supporting interdependent technology assets.
Today, systems must be always available
and the technology invisible

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IT has proliferated to the consumer. Firms are required to be always-on at the data center
and end-user levels. Despite the demand for IT availability and the increased complexity in
supporting agile environments, IT support budgets are being cut.
Customer
Experience
IT Support Challenge

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Integrated support model
Simplicity
Orchestrate vendors with a single point of
contact to simplify processes, increase
transparency, harmonize T&Cs and SLAs,
maximize buying power and optimize the
product lifecycle maintenance, regardless
of vendor.
Availability
Prevent incidents before they
occur with advanced analytics for
predictive and condition-based
support. Leverage cognitive
technology and automation that
learns and improves by
comparing prediction to actual
results across multivendor
environments.
Accountability
People and processes cause more
than 80% of all incidents. Stringent
processes, skilled people and clear
accountability for problem and
change management across
vendors is imperative for high
availability.
An integrated support model enables you to meet customer demands and achieve the
best return on your technology investment

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Customer
Experience
Customer
Experience
To be more efficient & meet these challenges an organization must rethink its
technology support strategy: shifting to an integrated IT support approach.
IT Support Transition
TO:

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Only IBM Technology Support Services (TSS) can integrate all the dimensions into one
solution to support your entire technology environment
Consolidated
multivendor management
As the largest global IT supporter, IBM acts as
the single point of contact to manage all IT
support matters. IBM helps you determine the
economically best support model and leverages
buying power to simplify vendor management.
Advanced technologies for highly
effective and efficient IT support
Unique technologies around analytics,
cognitive and automation combined with the
worlds largest knowledge repositories enables
“always on” solutions.
Highly skilled global
support capabilities
Decades of experience, unparalleled
knowledge and proven methods to support
complex IT environments across platforms
and products in all industries. Customers
trust IBM to take the lead for problem
resolution.
The best service
The TSS Difference comes from listening. We
utilize tens of thousands of annual client survey
responses to improve our support. Meanwhile, we
apply cutting edge innovations – such as
blockchain, augmented reality, 3D printing of parts
and Watson – to delivery better service faster.
IBM TSS Unique Values

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People
World-Class Expertise:
+ 19,000 dedicated service personnel, averaging 14 years of IBM
support experience
+ Presence in 180+ countries serving 127 languages
+ Over 200 industry certifications
Hands-On Experience:
+ Solve over 6 million annual hardware and software service requests
(16,400 a day)
Rigorous Training:
+ Tailored education for service personnel with over
200,000 hours of training completed annually
+ Seamless access to global development laboratories and research
94%
first-call hardware success
rate
75%
of software calls resolved
by first point of contact
70%
of problems solved
remotely
Results-Focused Outcomes:
As the world’s leading support provider,
Quality Delivery IS Our Story

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Single Point of Contact Across Vendors:
+ Global partnerships with leading networking & security companies to
provide you OEM-quality support from one provider
+ Open Source Software support for 35+ packages, including how-to,
usage, configuration, installation, compatibility and troubleshooting
+ Global vendor and contract management, and environment-wide
lifecycle maintenance
Time-tested processes and strategies:
+ Over 70 years of global IT support and 30+ years of supporting non-
IBM equipment
+ Advanced automation and cognitive support for efficient support and
enhanced self-service solutions
Processes
“Prompt service,
professional and high
expertise, as usual.”
“We always get excellent
support from IBM software
and hardware support!”
“I wish our in-house team
were as good as the IBM
team”1
The Best Support, Period:

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Technology
Innovation to Improve Availability
+ Predictive and condition-based maintenance that can predict 50% of
unplanned outages, so that you are not caught off-guard
+ Unique IT asset detection solutions tailored to multi-vendor
environments to keep your equipment current and optimized
Innovation to Respond Faster to Problems
+ Support using Watson’s cognitive technology resulting in faster
problem determination
+ Augmented Reality field capabilities that further expand support
capabilities outside of the data center
Technology Services
Industry Association
Hall of Fame Award for
Lifetime Achievement in
Service Excellence¹
Leader in
Gartner Magic Quadrant
for Communications
Outsourcing and
Professional Services2
Award-Winning Outcomes:

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+ 1.500
Technicians
7x24x365
National Coverage
+ 2.5 Million
Equipment in contract
130.000
Calls by month HW+SW
For MVS equipment
+ 3.400
Calls by month HW+SW
For IBM products
161
Parts Warehouse
+ 91%
Customer Satisfaction Index
+ 95%
SLA Achievement's
TSS Offers:
 100% of IBM CLT´s
Technicians
 Coverage 80% of
Brazilian cities up to 8
hours
 Geolocation/Telemetry
 Technical Tools:
 Smartphone
 LapTop
 Car fleet
 Parts Kit
 Diagnosis Tool
 Eletronic Reports*
 Multiplataform Expertise
 Integrated Project
Management*
 Parts Reconditioning
 Governance
TSS Brazil Structure
* Optional

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Warehouse and technicians covering all Brazil regions
+ 100 dedicated professionals for SW support
Six educational centers in Brazil
+ 10 own laboratories and 22 testing rooms
Parts inventory over US$ 56M
+ 320K parts moved / month
Average of 10.500 parts repaired monthly in our
laboratories
TSS Brazil Structure

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• …to a technology-run process leveraging cognitive capabilities,
assisted by practitioners
• …to predictive and cognitive support with advanced automation
• From a practitioner-run process to identify, diagnose, and
execution on a support plan…
• From reactive and proactive support with automation…
Client IT
Support
From (2017)…
Current Support Model
…To (2019+)
Next Generation Support in Multi-Vendor Environment
Remote
Technical
Support
Telephonic
Fix on
Phone
Onsite
Visit
Dispatch
PartExecute
on
Action
Plan
Call Home
Client Self
Assist
Automation
Web
Product
Development
Creates Fix
Dispatch
Part via
Drone or
Self-driving
Car
Watson
Cognitive
Engine
Real-time
monitoring
Execute
on
Action
Plan
Call Home
Cognitive Client
Self Assist
Advanced
Automation
Web
Predictive
Analytics
Practitioners
Onsite Visit
Using
Augmented
Reality
Product
Development
Creates Fix
Support
Outcomes
Client IT
Support
Support
Outcomes
TSS is evolving and using technology to prevent and resolve your problems smarter,
quicker and faster
TSS Evolution

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IBM HARDWARE
MAINTENANCE
SOFTWARE
SUPPORT SERVICES
MULTIVENDOR
SUPPORT SERVICES
Alliances for network and
security device support Managed technical
support services
IBM System z
IBM Storage Systems
IBM Power System
IBM TECHNOLOGY SUPPORT SERVICES
Open source software
support
Telesuporte
IBM software
maintenance
Microcode support
Media Retention &
destruction
You gain comprehensive, simplified support for your IBM & non-IBM devices
Post-sales support for
non-IBM equipment
Technical Advisor
services
Local
Support
TSS Portfolio

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Comprehensive and Integrated support to keep your high-availability z, Power & Storage
systems running.
Watson Cognitive Support
Identify and resolve problems more
quickly using the Watson AI system,
so that your systems are always-on
IBM Call Home
Your IBM systems can
preventatively call TSS, open a
trouble ticket and be fixed
automatically using IBM Call Home
Entire Data Center Support
Integrated support for all of your data
center equipment, as well as IT
inventory and asset management,
change management…
Locally-Based Support
Local support in over 180 countries
and 127 languages.
No one supports your
IBM equipment better,
after all we built it.
Hardware Maintenance
Preventative and reactive
approaches, and technologies to
keep your systems available
Software Support
Whether your are running
SoftwareXcel, Linux or any other
software, IBM can support your
complete system
Additional Value-Based Options
Faster committed response times,
Media retention and destruction,
Total Microcode Support, personal
Technical Advisors
Comprehensive Support
Global support that’s where ever,
whenever.
Includes Remote, On-site & Parts
Support Options Unique Advantages
Complete care by TSS

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Hardware Support for IBM Products
Continued service after warranty problem
determination, parts and repair.
Available 9x5 NBD or 7x24.
Term options 1 to 5 years.
Hardware MA
Enhanced Services
Proactive
Services
Warranty Service Upgrade to 7x24.
Term options 1 to 3 years
dependent upon base warranty.
Microcode Support
Hard Drive Retention
SAP HANA Support
Requires Hardware Maintenance Contract
Warranty service upgrades (WSU) enhance the level (or duration) of service of a machine type/ model’s
base warranty. WSU can include single elements or combinations of:
 Extended hours of coverage
 Upgraded Service Delivery Method (SDM)
 Higher level of target onsite response objective
 Committed response time objectives (- geo-specific).
Base Maintenance is a post-warranty offering which provides continuity of service. It is the foundation of
enhanced and proactive TSS services. IBM HW Maintenance does not include SW Maintenance Service.
Default 9x5 or 24x7 NBD coverage for 1 to 4 years (depending
on machine type) ; comes with product purchase.
Usage and configuration support is not included in base
warranty.
Base
Warranty

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Hard Drive Retention
Overview
• Retain replaced hard drives instead of returning them to IBM
• Keep highly sensitive data in house, supporting customer compliance with security and privacy laws
• Integrate customers data security compliance with system support processes
• Simplify asset tracking, depreciation and budget planning by embedding hard drive retention into
the support expense
• Maintenance option available for IBM System i, System p, Power, System z or Storage products.
Benefits
• Enhances business security options for clients who need to track and dispose hard drives that
may contain sensitive client, corporate or other security data.
Keep broken hard drives with sensitive data.

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Microcode Support
Utilize IBM to optimize the microcode status.
Overview
 Maintaining Microcode installed on Server and/or Storage Device at the latest levels is a customer
responsibility
 Microcode Support provides 2 levels of optional assistance from IBM on this responsibility
 Basic Level: IBM analyzes installed microcodes and provides advice on required changes
 Advanced Level: IBM analyzes/advises and performs 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
 Client can leverage IBM skills & expertise
 Avoids the costs/business impact of encountering a problem related to back-dated Microcode statuses

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Discover Analyze Report Collaborate
Technical Support
Appliance
• Agentless discovery
of standard inventory
and support
information from
designated devices
• Custom sensors
• Security-rich data
transfer to IBM
Servers
OS Networking
Storage
Server
data
Storage
data
Network
device data
IBM and
Non-IBM
products
TSS
analysisGlobal
information
warehouse
Software
levels
Service
data
Microcode
levels
Contract
data
Reporting
(prioritize, consolidate,
reconcile)
Client reports
• Executive dashboards
• Operational details
• Proactive
recommendations
• Detailed Insights
• Discuss reports with
your Premier Care TSM
and other IBM Focal
points such as TA
• Get answers to
questions and more
information
• Communicate needs,
adjust TSA accordingly
Datacenter devices
IBM and non-IBM
IBM Technical Support Appliance
Applying automation can save labor and help prevent costly disruptions to critical IT
infrastructures.

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Advanced
Integrated Sup
SW + HW
ReactiveProactiive
Proactive Support
PM for IBM Power Systems
Proweb
Priority Response
Complementary
Support
TeleSuporte 24x7
24x7 Coverage for All Severities
IBM Power Systems IBM Storage IBM z Systems
Basic Support Bundled With The SW License
With The Initial Product Sale
* When applicable
Subscription and
TeleSuporte LINUX
Supported Platforms:
IBM Power Systems
IBM z Systems
Intel / x86
Service Extension
Support Extension for IBM SW that
has reached the end of its service
life (backlevel)
IBM SW Middleware (PPA)
24x7 Coverage for All Severities
and Priority Response
IBM Logo Software Support Software Multi Vendor
Open Source
Software Support
Simplify your open source cloud
infrastructure support through a single-
source technical support solution from
IBM with over 35 OSS supported
packages
Software Maintenance (SWMA)*
Technical Visits (Health Check)
Emergency On Site Support
Proactive Fimware Updating
Software Support Services

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ATM & Branch
Data center
automation
Software Support for Microsoft,
VMWare, Linux,, SAP Hana on
Power, Open source software
HP storage, x86, Unix
(Integrated multivendor
support – IMS)
Brocade
(IMS)
Hitachi Data Systems
(IMS)
EMC
(IMS)
Lifecycle
maintenancePredictive
maintenance
MANAGED
TECHNOLOGY
SUPPORT SERVICES
F5
Riverbed
Technology
Cisco
(Managed Maintenance,
Intelligent Networking)
Brocade
Palo Alto
JuniperNetApp
Citrix
Check Point Technology Software
PARTNERS IN
NETWORKING AND
SECURITY SUPPORT
Palo Alto
Sun (Oracle)
(IMS)
On-site support
services
AppleCare
for Enterprise
Analytics insights
Remote support
services
Device lifecycle
services
POST-SALES SUPPORT
FOR NON-IBM
EQUIPMENT
Managed parts and
logistics support
Post-sale
technology support
Simplicity - Coverage for 30,000+ different devices – inside and outside the data center.
Dell.
(IMS)
TSS OEM Support Offerings

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Partners in Delivery
• Level 1 / 2 support provided by IBM
• Level 3 support provided by OEM
OEM-Quality Support
• IBM personnel are trained and certified
for the same high levels of support
• IBM support centers feature partner
equipment and dedicated resources
Single Point of Contact
• We work with the OEMs to deliver
support globally
• Only one number to call when there is
a problem
Results-focused Analytics
• Integrated Networking Support
solutions that provide actionable
information to better manage your
infrastructure and prioritize upgrades
Global Reach, Service Excellence, High Network Availability.
OEM Strategic Alliances

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Take control of your entire IBM and multivendor environment,
inside and outside the datacenter.

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• IBM Serviços de Suporte Técnico
https://www-935.ibm.com/services/br/pt/it-services/technical-support-services/
• Serviços de Manutenção de Hardware
https://www-935.ibm.com/services/br/pt/it-services/technical-support-services/hardware-
maintenance-services/
• Serviços de Suporte a Software
https://www-935.ibm.com/services/br/pt/it-services/technical-support-services/software-
support-services/
• Portal de Ofertas IBM Serviços de Suporte Técnico
www.ibm.biz/suportetecnico
• IBM Technical Events
http://www.ibm.com/training/events
Session reference links

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Joined IBM in October, 2004
- iSeries Software Support Specialist
- iSeries & AIM Software Support Team Leader
- Service Planner & Cost Branding
- Technical Solution Architect for SWS
- Technical Solution Manager for SWS
- Business Development Manager for SWS (actual)
Anderson Ferreira de Moura
afmoura@br.ibm.com
linkedin.com/in/afmoura
IBM IT Specialist Experienced Certified in Sales and
Software Enableme
MBA Business Management
FGV - 2012
Thesis title: Case for opening Reverse Logistics and
Manufacturing of Electro-Electronic Waste business
Post Graduate Network Engineering and
Telecommunications
INATEL - 2003
Thesis title: Combining SIP with IPv6 to guaranty QoS on IP
Networks
Bachelor degree in Scientific Computing UNITAU - 2001
Thesis title: Communications - Mail Server and Mail List over
Open Source Softwares

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Anna Paula Ferreira
IBM Sales Professional Expert Certified in the Solution Sales and Cross Industry
specializations since August, 2014.
Main job roles were following:
• TSS Business Development Manager
• TSS Sales Manager
• Social Responsibility Manager
• Marketing Manager
• Channels Manager
• Offering Manager
• Asset Coordinator
• Call taker
Qualifications:
• Graduation in Science Computer
• Pontificia Universidade Catolica de Sao Paulo, Brazil, 1996
• Pos Graduation in Marketing
• Escola Superior de Propaganda e Marketing, Brazil, 1999
• Pos Graduation in Computer Network
• UNICAMP - Universidade Estadual de Campinas, Brazil,
2001
• Pos Graduation in Project Management
• UNICAMP - Universidade Estadual de Campinas, Brazil,
2007
• POS MBA in POS MBA - Business Intelligence
• FGV, Brazil, 2013
• Thesis Title: Graduation based on Industry - Caterpillar -
Market, Competitors, Trends, etc, 2013

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