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© 2014 IBM Corporation 1 Service Engage – Engaging with Our Users IBM Cloud and Smarter Infrastructure.

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Presentation on theme: "© 2014 IBM Corporation 1 Service Engage – Engaging with Our Users IBM Cloud and Smarter Infrastructure."— Presentation transcript:

1 © 2014 IBM Corporation 1 Service Engage – Engaging with Our Users IBM Cloud and Smarter Infrastructure

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

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

4 4 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 *Source: Google & Compete B2B Customer Study, June 2012 Users Recommenders Influencers Economic Buyers Decision Makers Practitioners CIO CTOs IT Managers IT Operations Manager Data Center Manager Developers Technical Leaders System Administrators IT Operations Data Scientists … and the decisions are being influenced and made by IT Practitioners

5 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 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 Pace SettersChasers Strong LOB and IT collaboration on SaaS selection & deployment 71%36% SaaS strengthens IT and LOB relationship 70%39% IT views LOB as a strategic partner for SaaS 65%33%LOB views IT as strategic partner for SaaS 72%22% SaaS improves time to market SaaS changed org’s business model SaaS optimized business processes and workflows 71%- 30% 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 Business outcomes are better for the Pace Setters! SaaS increased internal and external collaboration SaaS improved business relationships 61%34% 71%28%

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

7 7 What is IBM Service Engage? A New Way to experience and acquire our on-premise and SaaS solutions 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 extend what your clients are already buying at lower total cost via Software as a Service to accelerate the close IBM Service Engage Learn Explore Try Use (Buy) Extend Support New way….

8 8 Learn Learn, Design and Consult on value driven capabilities IBM is delivering WW Online 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 9 Explore Sample product instance preloaded with demonstration data Explore 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

10 10 Try Get your own instance of the product that you can try with your own data 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 11 Use (Buy) Traditional IBM Sales SaaS Channel Use (Buy) Traditional IBM Sales SaaS Channel Credit Card in 26 countries Passport Advantage

12 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 13 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 IBM Service Engage Solutions

14 14 Questions

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