1. Accelerate your Journey to Cloud with IBM Technology Support Services David Subia, Global Business Line and Sales Executive Multivendor Data Center Solutions IBM Technology Support Services 11-March-2019

2. Client needs are changing1
From IT optimization to accelerating transformation to the cloud 2
Streamlining and integrating IT support management 3
Need for smarter self-help capabilities
IBM Technology Support Services helps clients:
Simplify IT support management with our technology-led process leveraging cognitive capabilities
Remove complexity and reduce risk using predictive and cognitive support with advanced automation
Continuously improve their client experience through insights
Always-connected customers are demanding personalized experiences with omnichannel integration, and digital transformation is driving business transformation
An ever-growing number of OEMs and vendors in the IT environment is placing an enormous strain on internal resources and impeding clients’ core business innovations and development
Customers want to use smart technology to simplify their IT environment. Using AI-infused machine-learning, they can enhance their ability to deliver greater value to their customers.

3. Today’s Hybrid, Multi-cloud reality presents new opportunities, as well as new challenges…
Connectivity between clouds
Movement between clouds
Consistency of management
$438B in 2020
18-20 CAGR 15%
$609B in 2020
18-20 CAGR 18%
Traditional IT
Public Clouds
& SaaS
Private
Clouds
Dedicated
$640B in 2020
18-20 CAGR -9%
Share of enterprise customers using multiple clouds
94%
Share of enterprise customers using more than one public cloud provider
67%
Source: IBM MD&I; :McKinsey research

4. Migrate / Modernize / Build / Manage
IBM enables client journey to cloud through industry expertise, methods and proven technology
Migrate / Modernize / Build / Manage
Manage
on Cloud
Build for Cloud
Move to
Cloud
Advise
An end-to-end approach meets you where you are
IBM makes it easier to move more to the cloud today, without compromising visibility or control. We have a proven approach built on deep industry, security and cloud expertise and we apply it to your unique business. In fact, we’ve helped thousands of clients realize a faster, more secure, and cost effective journey to cloud.
This approach is enriched by unique technology, expertise and tools:
Multivendor, multicloud architectures
Advisory, migration and modernization services
Automated tools that can assess your existing applications and workloads and determine what to migrated, and modernize and where to best run it.
Methods to transform skills, culture & processes
Service management & brokerage to procure, and manage multivendor environments
Plus end-to-end governance, security, compliance expertise to reduce unnecessary risks.
DETAILED SPEAKER NOTES
IBM has a proven approach to help you modernize and digitally transform your business with an agile cloud architecture that responds to the needs of your business, including:
Advisory services and tools from cloud strategy to continuous delivery
Migration “anywhere to anywhere”
Modern App Dev using cloud native architecture and next gen technologies: AI, IOT, ML, Blockchain
Transformation of skills, culture & processes
Service management across multivendor environments, as well as brokerage and fully managed operations.
End-to-end governance, security, compliance
Cloud architecture and technology
Advisory Services and tools
Migration Factory “anywhere to anywhere”
Modern application development
Culture and change management
Simplified service management and operations
Governance, security, compliance
Simplify the journey with up to 25% cost reduction in traditional IT support.

5. Hybrid Software Stacks
BP_02_Mills_4x3_FINAL
7/17/2019
IBM Services and the multi-cloud universe
Maintain on cloud
Accelerate the Journey to Cloud with IBM Services
Clients use Open Source Software (OSS) to develop and deploy their cloud-native applications in a multi-cloud environment
Storage
Compute
Network
Operating System
Virtualization
Hybrid Software Stacks
Proprietary SW
Commercial Open Source
Community Open Source
Trends and Considerations
Data center modernization
Digital transformation
Application development
Manage on Cloud
Private Cloud
IBM Cloud
Public Cloud
AWS
IBM
Azure
Help clients realize the full value of opensource
GTS as a single source of enterprise support for all Red Hat + community and 3rd-party opensource environments, certified SW bundles, IBM + MVS hardware and software
Google
On-prem
Multi-cloud
Open Source Software Support = Support for the open source ecosystem (on-prem or cloud)
Support for commercial & community open source software across the entire SW stack
Software (Commercial and Open Source): IBM, Red Hat, SUSE, 100+ community versions of open source software
Network and Security: Cisco, Juniper, Arista, Palo Alto, F5, Fortinet, Checkpoint, Symantec
Servers: IBM, HPE, DELL, Oracle, Lenovo
Storage: IBM, NetApp, Dell/EMC, Brocade, HPE
4 Walls Support = Support for private cloud, on-prem hardware and software
Consolidated IT support reduces client spend that can now be applied to strategic initiatives
IBM INTERCONNECT Drury Design Dynamics

6. When it comes to IT Support and maintenance, you have many choices
OEM
TPM
Self
VAR
Support provided by Third Party
Maintenance company
Support provided by Original
Equipment Manufacturer
When it comes to IT Support and maintenance, you have many choices
Support Integrator
Value Added Reseller attaches support contract from OEM or TPM
Do it yourself

7. If it’s IT, we can support it…
Server
Key vendors: IBM, HPE, DELL, Oracle, Lenovo
Storage
Key vendors: IBM, NetApp, Dell/EMC, Brocade, HPE
Network and Security
Key vendors: Cisco, Juniper, Arista, Palo Alto, F5, Fortinet, Checkpoint, Symantec
Software (Commercial and Open Source)
Key vendors: IBM, Red Hat, SUSE, Microsoft, VMware, over 100 community versions of open source software
inside or outside of the data center
Total integrated support for over >30,000 multivendor products
One contract for expert IT support

8. Watson
Clients and IBM agents can find the best answer more accurately, improving the client experience while reducing support calls & increasing first time fix
Augmented
Reality
Augmented Reality technology can remotely assist field technicians and clients with performing software and hardware procedures. YouTube Video
Client Insights
Portal
Provides clients with a one-stop shop for inventory and contract management, enhancing the client experience with cognitive capabilities within the datacenter
TSS Innovation Through our innovative approach, we are improving the client IT support experience
Watson: 4Walls
Across IBM and MVS including Lenovo and Cisco Networking
Decreases Problem determination time by up to 37%
Automates up to 75% of Service Requests with log files
Reduces Service Requests needing human support (21% of service requests reduced)
Enabled globally in our support centers for IBM Hardware products for RTS Agents to use while interactive with clients.  
Enabled on IBM SW and HW pages on IBM.com/support for clients to ask frequently asked questions
Augemnted Reality - Retail + 4 Walls + ATM see YouTube Vieo
The first release of this technology went live for ATM, Power and Storage…now moving into retail technology
Reduces repair time by up to 50%
Increases First Visit Fix / Reduces the dependency on level 2 field support
In production for internal use (RTS and CE) to assist CE's with performing procedures on new or complex problems. Was used over 25k times in 2017.
Will deploy a client facing application in June for Clients to connects with RTS Agents e.g. CRU replacements
Client Insights Portal - Retail + 4 Walls
Provides real time inventory status for CAPEX /OPEX planning
Increases synergy through interoperability checks
Reduces down time by exposing vulnerabilities
Represents a global cognitive strategy of intelligence and analytics that enables IBM to deliver improved availability and maintenance program management efficiency.
Inventory Management 
Lifecycle Planning 
Delivery Metrics for both IBM and OEM / Interoperability Matrix 
In production today for 10 clients.
Includes Inventory Management, Intelligent Networking Service, Service Delivery metrics
Predictive Analytics: ATM
involves IBM collecting data for the purpose of uncovering historical trends in the maintenance and overall performance of clients ATM estate and accurately predict future component failures before they happen.
In production for ATM products. Deployed for 10 accounts globally
Expanding capabilities to Power and Storage products
Investigating Retail and Healthcare areas
3D Prining:
3D printing allows us to print on demand –it will also lower costs and cycle times
Prototyping printing in countries that are expensive to import parts
Currently testing on mechanical parts (e.g. Brackets)
Block Chain: MVSS
is now in production for internal use for Lenovo PC contract. We have created a global blockchain solution that gives a single interface for billing data, supporting evidence and dispute resolution management
Automated billing in place for the Lenovo PC account
Coming soon for UPS, Pure Storage and Dell
IBM Services Platform with Watson
Apply “Services” Data Lake to create a comprehensive platform for end to end cognitive support
Predictive
Analytics
Prevent incidents before they occur with advanced analytics for predictive and condition-based support
Blockchain
Enables shared, trusted billing and operational data using defined business rules in a secure and transparent manner 7

9. IBM clients report that we are saving them time and money
19%
22%
21%
Up to 25%
Reduction in time spent on hardware support by Year 3
Reduction in Mean Time to Repair
Reduction in time managing vendor relationships
The proof is in the pudding.
We’ve managed to extend the life of multivendor equipment resulting in huge capital savings
Reduced operating costs by 20%+
We’ve seen a 57% increase in CAPEX savings
Our clients have spent 37% less time on hardware support and 43% less time managing vendor relationships – that’s a ton of time saved - time better spent on more important business matters
Not to mention 64% of incidents being resolved virtually and a 94% first-call hardware success rate.
Are you beginning to see a theme here? Significant savings in both time and money.
Reduction in support spending with IBM MVS
years
53%
60%
Extend useful life of equipment
Realized improved overall service quality
Realized improved collaboration among teams
The Total Economic Impact™ Of IBM Multivendor Support Services (MVS) ,
Forrester Research , January 2019 8

10. Case study: Utility Company
4-Walls Case Study
Case study: Utility Company
Geo | UK
IBM client moving to the Cloud.
Business Challenge
HP, DELL, EMC, HDS going out of support.
Looking for the best price during the migration period.

11. 4-Walls Case Study: Utility
How we successfully positioned client for Cloud Migration with IBM Multivendor Support Services
TSS provided a comprehensive and cost effective support solution for the storage and server installations going Out of Support from manufacturing. Break/Fix during the migration period 3 years.
Client benefits
Why we won
25% saving on day 1
Higher quality of Delivery
IBM as single interface:
TSS for Maintenance
IS, GBS for cloud migration
IS, GBS excellence
TSS Delivery High Quality
Profitable delivery model (CoC, TPM with CDS)
Fast
Global  pricing model – 25% savings.  Rewarding  for growth  (+3% for additional  30% MVS spend)
Future opportunities  identified like Cisco tech refresh 10

12. 1 2 3 Let’s get started. Read the brochure:
Learn how IBM Technology Support Services is Saving Businesses Time and Money
Download the report:
Choose a partner who can help you develop a new approach to IT support
Read the brochure: 1 2
Let’s get started.
“It frees up time, certainly for myself as I no longer have to waive through contracts and renewals and things of that nature. That obviously lets me do other things. And the fact everything is all in one place that saves time as well. Trying to organize support contracts for thousands of different things at once is extremely difficult. So, having everything in one place it just frees up time.” 1
- IT server and storage manager, utilities
Engage in a no-charge single day 4-Walls Workshop with IBM and your Line of Business, operations and IT support leaders
Objective:
Understand how your support is being delivered today
Develop a plan to Modernize
Transform support to align with your IT strategy, optimize availability, reduces complexity and reduces cost. 3
1 The Total Economic Impact™ Of IBM Multivendor Support Services (MVS), Forrester Research , January 2019