1. India/South Asia © 2009 IBM Corporation END USER SERVICES- CASE STUDIES WEB Solutions

2. 2 GMU WEB Solutions Description On line Web ordering tool tailored to the customer project and managing the planning, the order, and the rollout of end user devices Web project management workflow tool to coordinate the installation among multiples players (IBM, customer, Project Mgr, third party suppliers, …) Web access to deployment information Business Needs (Customer needs, IBM needs) Order, Deploy and Install IT solution in multiples locations (branch offices, retail stores, subsidiaries, franchisees, agents, dealers, …) Value Proposition (Tangible benefits, intangible benefits) Provides a one-stop source for the planning, design, order management, assembly and integration, and onsite installation of mainstream and special-purpose end user devices. These services also include solutions-in-a-boxpreconfigured hardware and software solutions tailored to specific business needs. Whether clients have PCs, wireless and mobile devices, kiosks, ATMs, point-of-sale (POS) devices, printers or other specially designed printing equipment, IBM can integrate and customize multiple end user devices to reduce onsite disruptions, help increase employee productivity and improve customer servicewhile freeing clients IT staff to focus on creating new business value. EUS

3. Reference Case C – Haier EUS Service Management Tool "With this enhancement, we can transform Haier DMS project delivery maturity to next level. And I believe we can win more business with this powerful weapon. Allan Wu EUS Competency Mgr, IBM CN "DMS is a growth opportunity along with managed services for China in the next 18 months. Let's go establish IBM market leaderhip in this space !! Well done again ! Janet Ang Vice President of ITS, IBM CN "With this enhancement, we can transform Haier DMS project delivery maturity to next level. And I believe we can win more business with this powerful weapon. Allan Wu EUS Competency Mgr, IBM CN "DMS is a growth opportunity along with managed services for China in the next 18 months. Let's go establish IBM market leaderhip in this space !! Well done again ! Janet Ang Vice President of ITS, IBM CN An internet based EUS management web platform built for Haier to enable IBM ITD team and customer online request for service, task assignment, view service status, reporting and service history. Launch Time: Mar.2009 Rev Target Q1-Q3 2009: $400k Stretch revenue in next 3 years : $1.6M (base on contract renewal negotiation final result in 2H of 2009) Customers situation IBM manages Haier DMS project to provide End user support services in 49 cities around China, with 11,000+ support seats. Both customer and IBM GTS sales/deliver team expect a better project management with a systematic service management web eSolution tool. Customer & IBMs requirement Results and benefits As a differentiating factor compared with competing offering to help IBM EUS ITD team better manage project process. Online SLA management improve service level transparency and response time. Online project tracking/management mechanism which help IBM services management team monitor and control the project progress and service quality. Automatic system function will improve the operational efficiency of IBM EUS ITD team. Value-added eSolution system will increase customers satisfaction and loyalty, which could bring more business opportunity for IBM. customer need to strengthen interactive communication with IBM, and increase service level transparency, control service delivery progress and quality. IBM sales/deliver team expect to standardize service request management, control service quality and SLA management, improve efficiency on data collecting and produce regular report.

4. Reference Case D – Owens Corning EUS Service Management Tool "It is very meaningful for IBM. IBM lose DMS to TATA in North America, but we win back the China & AP HQ here, against TATA US&China head- to-head. This project is also the first IBM web eSolution in DMS delivery in China. As the decision maker is my close friend, he told me the decision is really for IBM value, not relationship. Mark Zhou IBM CN ITSM An internet based EUS management web platform built for OC project to enable IBM service delivery team and customer online request for service, task assignment, view service status, reporting and service history. Launch Time: Feb.2009 Rev Target in 2009: $70k Customers situation IBM encountered strong competitors on OC DMS contract renewal, and lost OC DMS to TATA in North America. To win back the contract renewal in China, EUS team and web team propose and deploy DMS management web eSolution to address both customer and IBM team's business requirement. Customer & IBMs requirement Results and benefits As a differentiating factor compared with competing offering to help IBM EUS ITD team better manage project process. Online SLA management improve service level transparency and response time. Online project tracking/management mechanism which help IBM services management team monitor and control the project progress and service quality. Automatic system function will improve the operational efficiency of IBM EUS ITD team. Value-added eSolution system will increase customers satisfaction and loyalty, which could bring more business opportunity for IBM. customer need to strengthen interactive communication with IBM, and increase service level transparency, control service delivery progress and quality. IBM sales/deliver team expect to standardize daily service request management, control service quality and SLA management, improve efficiency on data collecting and produce regular report.

5. DMS Common Site is the key successful factor to overall DMS-Lite offering. Without this Web eSolution, we couldnt provide the End-to-End offering to customer and manage the status between multi-customer and multi-partner. Kevin Kao IBM TW EUS SPLM An internet based EUS ordering management web platform built for Multi-customer who has EUS DMS- Lite contract with IBM to enable IBM PM team and multi-partner for overall order status and tracking. Launch Time: July. 2009 Projects situation This is a new initiative raised from GTS EUS team. They will provide an End-to- End EUS offering to multi-customer with multi-partner. The offering starts from ordering to maintenance service. There is no tool for GTS EUS team to manage the overall ordering flow between multi-partner and multi-customer. Therefore, there might be communication gap between customer, IBM PM and Partner for order status and follow-on actions. Customer & IBMs requirement Results and benefits Improve Efficiency: IBM PM and customers and Vendor could communicate via WSE to improve efficiency and stay at the same page among team. Avoid human error: Vendor upload catalogue via WSE and customer/PM view catalogue at WSE to avoid file missing. Clear project tracking: Customer and PM could review the overall order status and PM is easy to have overall report to present customer how good we are. Build a common platform for Customers to purchase DMS related products with united online catalogue provided by multi-vendors. Customers may shop multi products online and multi vendors, with multi-stage shipping applying and management. Provide flexibility for IBM to provide customized catalogue, prices and products to different customers. Easier to manage customer relationship. Keep overall transaction records online, and may be exported as summarized report for all parties. Reference Case H – TW DMS Common Site