IBM Maintenance Services – managed
maintenance solution for Cisco products
The challenges of business connection The IBM/Cisco strategic alliance
Introducing IBM Maintenance Services – managed maintenance solution for Cisco products
Delivering the values of the IBM/Cisco relationship Global reach and the value of collaboration
Why work with IBM?
agenda
Cisco products define your business
The human network is about …
Envisioning
Designing
Innovating
Connecting the world can be an onerous task
You want to be connected …
Globally
Consistently
Reliably
Efficiently
Your support structure may not make things easier for you
Complex infrastructures may have multiple technology vendors who deliver varying levels of support. Service providers may not …
Understand your business
Be aligned with your objectives
Have great breadth and depth of technology expertise
Have the global reach you need
The combined strength of IBM and Cisco can deliver service value to your organization
IBM and Cisco have one of the strongest partnerships in the IT industry
We view our relationship holistically, enabling us to utilize the
individual strengths of each company to provide business insight
and value to you
IBM and Cisco are committed to working together
Sam Palmisano, president and CEO, IBM
“There’s nobody that works more closely with IBM than Cisco.”
John Chambers, president and CEO, Cisco Systems
“IBM is my best strategic partnership,
bar none.”
The IT industry understands the value of the IBM/Cisco alliance
“The extensive relationship between IBM and Cisco has taken the term
‘Strategic Alliance’ to unprecedented levels in the IT industry, in that it permeates both organizations’ product development, marketing, services and sales organizations and represents billions of dollars in revenue to each company.”
— International Data Corporation, http://www.idc.com
IBM and Cisco have a long history of collaboration
Since 1999, IBM and Cisco have worked closely together on many levels:
Joint technology collaboration and investment
Cooperative engineering
Integrated industry and horizontal offerings
Unique solution and services development
IBM and Cisco have worked together across a great breadth of projects
IBM Global Technology Services
- Robust portfolio of service offerings for Cisco (assess, design, install, manage)
Industry solutions
- Banking and insurance - Retail
- Public sector
- Energy and utilities - Automotive
- Small and midsize businesses
Advanced technology solutions
- Converged communications - Data center
- Security - Wireless - Storage
Demonstration capabilities
- 300+ joint competency centers
- IP communications innovation facilities - Retail and Field Support Services (FSS)
executive briefing centers
Technology collaboration
- Software and hardware
- IBM Tivoli®, WebSphere®, Lotus®, Rational®, and information management software
- IBM System x™ and System p™servers;
storage area network (SAN) directors
- IBM BladeCenter®, Linux® and virtualization management technology; application-specific integrated circuits (ASICs)
Senior leadership support
- CEO meetings
- Senior executive sponsorships - Sharing of visions and strategies
Channels and marketing
- Cisco channel incentive programs - Cisco certification programs
- Regional account planning
- Worldwide marketing planning and campaigns
IBM has a worldwide network of competency centers, test labs and briefing centers
IBM Support Centers
– IBM Centers for e-business Innovation (20 locations worldwide) – IBM Networking Technology Centers (8 locations worldwide) – IBM e-business Testing Center in Gaithersburg, Maryland – IBM Solution Partnership Centers (16 locations worldwide)
– Global Solutions Center (Dallas, La Gaude, Tokyo; Beijing to come)
IBM and Cisco Labs
– IBM and Cisco IP Contact Center Labs in France, Canada and Australia – IBM Competency Labs (255 locations worldwide)
• Cisco-certified Technical Assistance Centers (TACs) (U.S., Canada and France)
• IBM and Cisco Architecture for Voice, Video and Integrated Data (AVVID) Labs in the U.S. and Germany
IBM understands Cisco products
IBM is a Cisco Global Resale Partner and Global Commerce Partner
IBM is Cisco Certified Gold in 51 countries and Silver in 4 countries
IBM is one of Cisco’s top partners in terms of Cisco Certified personnel
IBM is one of Cisco’s largest systems
integrators worldwide
IBM already has numerous Cisco product offerings
IBM and Cisco are constantly working on new
solutions to improve the effectiveness of your business
The next phase in the evolution of support services
IBM/Cisco Global Services Alliance – combining the forces of IBM and Cisco to offer your organization consistent and effective IT support throughout your network’s lifecycle. The Alliance enables:
Lifecycle services, including new collaborative services
Consistent global services delivery
Streamlined business processes
Aligned technology vision and practices
Business value driven by collaborative services
IBM Maintenance Services – managed maintenance solution for Cisco products brings together IBM’s business knowledge and service expertise with Cisco’s networking
expertise and best practices.
Utilizes a holistic approach to solving problems
Delivers a consistently
excellent service experience
Providing the best of both worlds
The managed maintenance solution for Cisco products delivers benefits aligned with key IBM/Cisco values
Broader portfolio
Consistent delivery
Global coverage
Technology leadership
Business leadership
Business leadership: how do we simplify your support relationships to deliver enhanced value?
By understanding your overall business needs
By providing a single point of contact for issue resolution
By decreasing contract administration and management through contract consolidation
By aligning our services with a lifecycle view of how your
network impacts your business
Broader portfolio: what offerings do IBM and Cisco bring to you?
IBM/Cisco jointly developed client collaborative service solutions
Integrated lifecycle portfolio of IBM and Cisco services
IBM enhanced technical support; custom services available
Cisco Advanced Services support
Multivendor and multitechnology support
Technology leadership: how do IBM and Cisco help deliver innovation?
Act as leading allies in developing advanced technology
Invest and adopt advanced support capabilities
Align closely with industry best practices
Manage one of the largest global support resource and lab
facility pools for Cisco products
Consistent delivery: what do you need to improve support predictability?
Close alignment with Cisco processes and practices
Proactive support
24x7 access to tools and teams
Earlier Cisco involvement in problem escalation process
Access to Cisco technology specialists/experts
Direct global and regional support contacts with local language availability
Greater understanding of and intimacy
with your network
Global coverage: where do you want to connect?
Global delivery consistency
Flexible global and regional portfolio
Broad regional and global technology services
Deep regional business and industry knowledge
Local language availability
Australia Iceland Poland
Austria India Portugal
Belgium Indonesia Romania
Bulgaria Ireland Singapore
Canada Italy Slovakia
China Korea Slovenia
Cyprus Latvia South Africa
Czech Republic Liechtenstein Spain
Denmark Lithuania Sweden
Estonia Luxembourg Switzerland
Finland Malaysia Taiwan
France Malta Thailand
Germany Netherlands United Kingdom
IBM delivers the following service components
Single point of contact and ownership
- No need to contact multiple vendors - Contract management
Call management, escalation and customer satisfaction responsibility
- “First call” support; total call responsibility - Escalation to Cisco level 3 TAC support
Infrastructure support
- Operating system, software and how-to support - Level 1 and level 2 hardware support
- Parts and/or onsite labor - Local language support
Cisco provides product expertise
Access to Cisco specialists
- Cisco.com access and Cisco Connection Online (CCO)
- Level 3 TAC support for hardware, software and operating system
Specialized support across multiple disciplines
- Engineering - Development
- Advanced technology
Advanced Hardware replacement
Why IBM for Cisco support?
Full suite of services to support business and
infrastructure needs
Cisco maintenance added to an existing IBM maintenance contract: simple and efficient Technical expertise
certifications Experience in the
support of network solutions
Strong service level agreement
capabilities
Integrated support covering major network
manufacturers
Support quality and price competitiveness
IBM managed
maintenance solution
for Cisco products
IBM and Cisco support you with industry-leading expertise
More detailed understanding of your overall business needs
Closer alignment with Cisco processes and practices
Broader range of regional and global technology services
Stronger and broader lifecycle services engagement
Advanced technologies support capabilities
Largest global support resource and lab facility pool for Cisco products
Compatibility with IBM enhanced technical support and custom services
Compatibility with Cisco Advanced Services support
Multivendor and multitechnology support
True business alignment reduces business risk
The relationship between IBM, Cisco and you delivers results.
Total relationship alignment equals …
Expanded services value
Client-specific support
Increased satisfaction
Why work with IBM Global Services?
Worldwide reach
- More than 300,000 employees in 160 countries
- Service delivery through more than 230 data centers
Leadership
- Global leader in business and IT consulting services
- Largest strategic outsourcing provider with more than 500 clients
Breadth of expertise
- Experience across all major industries
- Skill across multiple platforms and systems
IBM and Cisco can help support a more versatile network infrastructure, so that you can …
Focus on innovation
Improve performance
Bring new products and services to the marketplace quickly
Create business value
Reduce risk
Make more informed decisions
Reduce overall costs
Differentiate your organization in
the marketplace
Questions?
To learn more about IBM Maintenance Services – managed maintenance solution for Cisco products, contact your IBM sales representative or visit:
ibm.com/services/us/index.wss/offering/its/a1002560
Copyright information
© Copyright IBM Corporation 2007 IBM Global Services
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Somers, NY 10589 U.S.A.
Produced in the United States of America 03-07
All Rights Reserved
IBM, the IBM logo, BladeCenter, Lotus, Rational, System x, System p, Tivoli and WebSphere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries or both.
Cisco is a trademark or registered trademark of Cisco Systems, Inc. in the United States, other countries, or both.
Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.
Other company, product and service names may be trademarks or service marks of others.
Use of the information herein is at the recipient's own risk. Information herein may be changed or updated without notice. IBM may also make improvements and/or changes in the products and/or the programs described herein at any time without notice.
References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.
