SUSE
+
IBM
:
The perfect combination
for your Linux environment
Candy McClean and Hector Luna, IBM Linux Business Development Execs
2013 SUSECon
Agenda
Business Challenges faced by Clients
IBM Technical Support Services Overview
Linux Basic Software Support Offering
IBM Enhanced Support
IBM/SUSE Winning Combination
Multi-vendor Hardware and Software Support
Customer Success Stories
Businesses are challenged on many fronts
Rising cost pressures
Business and IT assets are underutilized and difficult to manage; volatile energy, operational cost and complexity are reaching unsustainable and uncompetitive levels
Higher service expectations
Customersdemand continuous service
availability and high-quality experience across an expanding range of assets, applications and services
New risks and threats
Unprecedented security, resiliency and compliance challenges are created by the accelerating pace of business change, growing government regulation and proliferation of “smart” assets across the enterprise
. . . And so, what do you need from a support provider?
Credibility concerns Business disruptions
Lost productivity Public image
Customer agreements
Aligned to your business
infrastructure and needs
Trust in service delivery
based on processes designed
to keep you up and running in
the first place
Efficient service
to get you up and running
IBM Technical Support Services (TSS) Overview
Cost effective
Purchasing high priority resolution objectives, combined with an annuity based maintenance contract that is reliably priced which can result in reduced operating costs
Primary Source
Reducing the complexities in multi-product and multi-vendor environment as available
Prompt and Reliable
Speeding up resolution with prompt response times and direct access to the IBM knowledge bases
Proactive
Providing guidance and advice to prevent unscheduled downtime or performance bottlenecks and to optimize their systems
IBM Technical Support Services
is a continuum of multi-vendor infrastructure support services that offer you a way to simplify the management and increase the availability of your IBM and multi-vendor IT environment by leveraging IBM’s global support capabilities, delivered when and where you need them
SKILLED
RESPONSIVE
PRIMARY
VENDOR
Linux Basic Software Support Services 24
X
7x365
Around the clock support designed to meet client’s Linux support needs
Support Line combined with SUSE subscriptions is IBM’s remotely delivered
support service designed to answer how-to and usage questions
Assistance for Linux installation, configuration, usage, technical Q/A and code-related defects
Product compatibility and interoperability issues
Standard problem determination and resolution via callback from next available technician
Support for all IBM hardware platforms and OEM Intel
Defect support and change team for emergency fixes for Linux Subscription customers
Tiered pricing model based on total physical server count
SUSE Linux, IBM Director, Hardware how-to, VMware, KVM, Xen, and Hyper-V
Link for information on all software products supported through Linux Support Line
Linux Enhanced Software Support Services
Enhanced Services is an add-on service offering highly personal, relationship-based
Linux environment management
Direct access to assigned Linux specialist with enhanced response and managed problem resolution
System-level problem determination
Seamless collaboration with IBM support teams and relevant vendors
Customized technical support plans
Regular service activity reports and scheduled status calls
Optional proactive support including hints, tips and recommended fixes/patches
Optional US Citizens support for both IBM Hardware and Linux Software Support
Linux support by US-based IBM employees (located within the continental United States) Linux support by US-based IBM employees (located within the continental United States) who
are also US Citizens
Available via special request
IBM US Citizens Support Highlights and Value
Is an add-on support option to IBM’s Linux Support solution
IBM’s US-based support team is responsible for all customer support communications and owns the problem until resolved
Provides an enhancement to our clients’ privacy policies
Enables clients to provide an extra layer of control around their IT environment and whom they discuss problems with in that environment
Allows clients to meet U.S. government requirements regarding to whom they can report Linux technical problems
Enhanced Services Call Flow
1-800-IBM-SERV / Web
unique Direct Access Code
Hardware Teams
IBM & Other Vendor Software Teams SUSE L3
IBM Linux L2/L3 Teams
Priority Support
Team
• SPOE
• System PD/PSI • Engage Required
Resources
• Drive to Resolution • Proactive Assistance • Escalation Path • US Citizens Support*
IBM Linux Technology Center
Open Source Community
Winning Combination for zLinux environments
Best in class zLinux support with unmatched skills on System z platform
IBM System z development team considered the “Center of Expertise” for zLinux distribution Direct access to Sys z development resource for both usage and defect assistance
System-level support for multiple products (e.g. SUSE Linux OS, zVM, HW Support) System z Business Class promotion through 12/31/2014
Winning Combination for SAP Environments
SAP HANA on IBM hardware
Additional level of enhanced support available for SAP HANA Strong strategic alliance between SUSE, IBM, and SAP
SUSE Manager – to better manage mixed Linux environments
IBM has the ability to consolidate SUSE Manager onto an existing IBM support contract IBM can support multiple Linux distributions that can easily be managed by SUSE Manager
Comprehensive Linux server management for both SUSE and Red Hat Linux from a single console
Easy to transition from Red Hat Enterprise Linux to SUSE Linux Expertise by managing both distributions
Winning Combination for Linux on Power environments
If deploying Linux on LPAR, IBM TSS can support both Linux OS and PowerVM IBM dedicated server for Linux workload with Power Linux
Co-development with IBM of SUSE Linux Enterprise on Linux for Power
IBM Support covers multi-vendor hardware and software including:
All IBM server products, including IBM System x™ Non-IBM Intel®including Sun/Oracle, Dell and HP
SUSE Linux® subscriptions
VMware, KVM, Hyper-V, Xen virtualization products IBM Systems Director for System x
Microsoft®operating systems and MS applications
Additional challenges faced by clients in multi-vendor environments are:
Maintaining multiple support contracts with multiple vendors
Limited system PD/PSI capability resulting in vendor finger-pointing on actual cause of issue
Pressure to conduct business effectively and profitably demands maximum system uptime (24x7 operations with minimal maintenance windows)
Clients need the following from their support provider:
Quick access to technical experts for multivendor IT environments Prompt response to problem reports
Fast problem determination and resolution
IBM support for all of your hardware can help you improve
availability, simplify management and reduce costs
A single point of
problem ownership within IBM
Skills and experience across a
broad range of technologies
A single contract, with
a single invoice
WE OFFER:
A single point of contact for support
Single-point of accountability for
assisting in problem resolution in IBM
TO HELP YOU:
Save time spent chasing and working
with multiple vendors
Improve problem management and
service delivery
Reduce vendor conflict
Backed by:
Experience and know-how
An industry-leading global
support network
Best practices based on vendor
partnerships
IBM Hardware Maintenance Services - Maintenance for
non-IBM products including Sun/Oracle
Receive virtually seamless service and support on select products, including many legacy Sun Servers, supported by our resources available across the nation
Ability to offer support of Sun Servers during and following migration of Sun Solaris to Linux
Consolidate non-IBM x86 servers onto one contract for both hardware and software support including Linux/Microsoft/VMware
Get single accountability for support assistance through extensive alliances and broad experience for non-IBM products when applicable
Use a single point of contact for your IT service needs - - from a solid, industry-leading partner with broad and deep services capabilities beyond hardware maintenance
Client: Package Delivery Company (Switched to IBM from other OEM)
In 2009, a large shipping company signed with IBM for Linux support. The client runs Linux, primarily on HP servers. As part of MTS SWS Delivery’s ongoing commitment to client satisfaction, our IBM Linux/VMWare Support Manager made it a priority to contact the client and client team on a quarterly basis to understand if they were happy with support and to gain insight on areas for improvement that would strengthen the value IBM provides to our clients.
The response each and every time was, "You guys are doing great, we are glad we made the switch." What we learned indirectly was that IBM is able to solve more of their problems without engaging the distribution. This means quicker problem resolution time. In fact the only issues IBM Support has had to engage the distribution on were defects. The ultimate testament is the client re-signed with IBM Linux support for three more years.
Client: Large Magazine Publication (Switched from distributor to IBM)
Direct quote from client after utilizing IBM’s Linux support: “We switched from our current support to IBM support for all of our Linux systems. You were the first contact so far with IBM on Linux software support, so far so good. The call back was timely, you had a look at the logs and provided intelligent and timely feedback and you also followed up with calls and emails. If all our calls to IBM for Linux support are handled as you handled this one we are so much better off then when we had with the distribution directly"
IBM Linux Support – Client Success Stories
During a call with a manager of a large communications company, the contact had mentioned
that they had direct support with their Linux distributor and was “very happy” that they made
the switch to IBM support. “With IBM we always get through to a live body, we get to know our
IBM support personnel, and it’s not uncommon to solve issues the same day.”
Another small/medium business commented that they were “very pleased with IBM support” on
the response times for the problem management records that IBM has responded to.
Great kudos from another Communications Company. “My Technical Support Representative
was always immediately available to work through the issues, and I was able to get the same
Technical Support Representative each time.”
After a random survey, we got why this customer was “Very Satisfied”: The reasons I was "Very
Satisfied" were 1) the technical proficiency of the staff handling the trouble ticket 2) the ability
for me to call in and create a trouble ticket 3) the time between when I created a trouble ticket
and when I got a call back. For Item 2, if it were more work to create a trouble ticket my
satisfaction would have been reduced. I like having a website available but I would prefer to
speak someone to get the ball rolling. And I really don't like to have to navigate a phone
interface. IBM's is simple enough that it allows me to navigate it fairly quickly.
IBM Linux Support – What our clients are saying?
Why IBM for Linux Support?
IBM
: Your trusted resource
Best in class support for Linux
— 15+ years of Linux experience, system-level skills for multiple products and major contributor to Linux development community Highly trained support technicians who deliver industry-leading levels of knowledge and expertise
—around the world and around the clock
In-depth understanding of technology, business and innovation
—the ability to apply the right technology to boost business value
Global reach with support capabilities for all countries in which IBM does business
Comprehensive, tools and processes
— speed to resolution focus and efficient managed problem resolution to help you reduce costs, complexity and downtime A proven track record
— IBM is a global leader in service delivery, managing nearly four million client systems for client organizations and for itself
Summary
IBM
: Let’s act!
One Contract, One Phone # for multi-vendor software and hardware
support
Ability to consolidate Linux support under an existing IBM TSS
contract . . . to simplify contract management and administration
With IBM enhanced services, clients have direct access to skilled
Linux specialist 24x7 to achieve faster problem resolution and
prevent problems before they occur
For More Information:
IBM Linux Technical Support Services
www.ibm.com/linux
www.ibm.com/services/techsupport
Support Line and Enhanced Services
IBM Linux Support Data Sheet
http://public.dhe.ibm.com/common/ssi/ecm/en/mtd03085usen/MTD03085USEN.PDF
Support Line for Linux with Linux Subscription Overview
http://www-935.ibm.com/services/us/en/it-services/support-line-for-linux-with-linux-subscription.html
Support Line for Linux with Linux Subscription Flyer
http://public.dhe.ibm.com/common/ssi/ecm/en/mtd03061usen/MTD03061USEN.PDF
Supported Products List:
http://www.ibm.com/services/supline/products/
Enhanced Services Overview
http://www-935.ibm.com/services/us/en/it-services/enhanced-software-support.html
SUSE website for distribution specific information
http://www.suse.com/
Hardware Maintenance
Software Maintenance
Managed Support Services
Enhanced Technical Support
Multi-Vendor Maintenance
Experience the IBM/SUSE value, let’s work together to grow your business
Thank You for your time.
For additional information contact:
Candy McClean – East BDE Hector Luna - West BDE 720-396-4989 858-587-5275
