1. Service Engage – Engaging with Our Users IBM Cloud and Smarter Infrastructure1

2. IBM Pulse2013
4/15/2017
Expectations on how Business and IT want to interact with systems and applications are driving disruptive technologies
Developers
Low Touch, easy to consume
Minimal coding, lots of mashing
Continuously updating to delight, compete
Cloud
Social
Mobile
Lines of Business
CxO
Immediate gratification
Instant access from anywhere
Connect and Collaborate
Predict vs React
Visual and precise
Highly consumable, intuitive
Embedded Intelligence
IT Operations
Infrastructure as Code
Manage on and off premise service
GS202_LeBlanc_v12 2 2

3. The IT landscape is changing due to these dynamics
IT Environments will be Composable
Services will be Integrated
Services will be Orchestrated
Next Generation Service Management
Classic Data Center
Private Cloud
Monitoring
Storage
Asset Management
Analytics
Workload Automation
Help Desk
SaaS
IaaS / PaaS
Custom
Infrastructure
Expert
Integrated Systems
EC2

4. System Administrators
… and the decisions are being influenced and made by IT Practitioners
Decision making power is shifting from the traditional IT buyer to a new audience - the Line of Business owner & practitioner
By 2016, 80% of new investments will directly involve LOB execs with LOB leading decisions in more than 50% of those investments
48% discover brands they are not aware of while searching, 24% decide which brand to purchase solely from their self directed digital research 
60% of the IT purchase process decision is completed before the prospect engages a vendor
CIO
CTOs
IT Managers
IT Operations Manager
Data Center Manager
Decision Makers
Economic Buyers
Decision Makers
Influencers
Developers
Technical Leaders
System Administrators
IT Operations
Data Scientists
Recommenders
Practitioners
Users
*Source: Google & Compete B2B Customer Study, June 2012

5. Over 47% of organizations are using SaaS to fuel competitive advantage for deeper collaboration, better decision making, and improved market agility – with IT and LOB in it together
Pace Setters
Chasers
Strong LOB and IT collaboration
on SaaS selection & deployment
71%
36%
SaaS strengthens IT and LOB relationship
70%
39%
LOB views IT as strategic partner for SaaS
65%
33%
IT views LOB as a strategic partner for SaaS
72%
22%
Business outcomes are better for the Pace Setters!
SaaS improves time to market
71% -
WW market expected to grow from $18.2B in 2012 to $45.6B in 2017
SaaS changed org’s business model
71%
30%
SaaS optimized business processes and workflows
70%
31%
72% of Pace Setters are using SaaS to leverage analytics to gain insight vs 28% of chasers
68% of Pace Setters are using SaaS to improve the customer experience vs 33% of chasers
SaaS increased internal and external collaboration
61%
34%
SaaS improved business relationships
71%
28%
Reference: 2014 Champions of SaaS: How SaaS is fueling powerful competitive advantage
879 decision makers of companies that adopted SaaS – 12% C-level IT execs, 88% VPs, Directors, Managers in IT and Business

6. Client Centric Engagement Cycle
Advancing IBM to Service Management 3.0
Social collaboration, insight and analytics as new mechanisms to provide expertise
(Watson inside)
Engage with practitioners digitally through web, social media and video
Support
Online, Chat, Community, Talk, Watson
Learn
Learn, Design and Consult on value driven capabilities IBM is delivering WW Online
Explore
Sample product instance preloaded with demonstration data
Client Centric Engagement Cycle
Extend
Link, Analyize, Report, Orchestrate, Optimize via dynamic Integration
Composition APIs
to link, extend and orchestrate services amongst legacy, new, and hybrid systems
Continuous delivery to rapidly respond and scale to client needs
Use (Buy)
Traditional IBM Sales
SaaS
Channel
Try
Get your own instance of the product that you can try with your own data
Licensing models to address shifts to lower barrier to entry, consumption based purchasing and ‘try and buy’

7. Learn • Explore • Try • Use (Buy) • Extend • Support
What is IBM Service Engage? A New Way to experience and acquire our on-premise and SaaS solutions
IBM Service Engage
Learn • Explore • Try • Use (Buy) • Extend • Support
New way….
for engaging clients and partner via live guided demos available 24x7
to POC your clients … start a POC in 30 minutes, anytime, anywhere your client wants
to accelerate the close
to extend what your clients are already buying at lower total cost via Software as a Service

8. Business Value of Capabilities
Learn
Learn, Design and Consult on value driven capabilities IBM is delivering WW Online
Business Value of Capabilities
Embedded Videos
Screenshots
Articles, Blogs, Papers

9. Sample product instance preloaded with demonstration data
Explore and experience capabilities in a hosted environment
Guided, step by step tasks with pre-canned data
Nothing to install, configure, or download
No registration required!
Come and go as many times as you’d like
Explore
Sample product instance preloaded with demonstration data

10. Provisioned in Minutes Secure
Try
Get your own instance of the product that you can try with your own data
30 Day Trials
On Premise or SaaS
Provisioned in Minutes
Secure

11. Credit Card in 26 countries
Use (Buy)
Traditional IBM Sales
SaaS
Channel
Credit Card in 26 countries
Passport Advantage

12. IBM Service Engage Solutions
Find root cause of application problems 90% faster
Improve cost functional processes, requests, and maintenance planning by 40%
Reduce labor costs by 90%

13. IBM Service Engage Solutions
Detect close to 100% major incidents resulting in hundreds of thousands dollars
Manage and secure mobile devices for 100Ks of users in minutes
Protect up to 10x more data per day per back server reducing infrastructure costs

14. Questions