IBM Enterprise Content Management
Solutions
Services and Support
© 2013 IBM Corporation
Who is ECM Software Services and Support?
Technical experts providing successful customer engagements and
support
Global technology and solution
experts with:
• Field-tested experience
• Deep technical skills
• Direct ties to IBM teams and IBM
Business Partners
• Ability to provide expert technical
advice and offerings
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© 2013 IBM Corporation
ECM Software Services and Support Organization
Consulting services
Training and certification
Technical support
Accelerated
value program
IBM Software Development Teams
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© 2013 IBM Corporation
ECM Software Services and Support Organization
Our mission is to accelerate client success with IBM Enterprise Content Management
technology by helping customers transform software into solutions, build skilled teams
and enhance their solutions to meet new business requirements.
Consulting services
Comprehensive services
throughout the software
lifecycle from exploration
and planning to
deployment, optimization
and transition.
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Training and
certification
Accelerating successful
product adoption and self
sufficiency by empowering
customers with knowledge
and skills
Technical support
Rapid response to technical
issues via online and phone
based cross-platform
software support
information and experts
Accelerated
value program
Providing proactive,
enhanced support, a single
point of contact, operational
and technical guidance
© 2013 IBM Corporation
ECM Consulting Services – Review with Scott
Addressing business needs and minimizing project risk
Successful ECM projects require expert design,
planning, implementation, and deployment skill
and experience
IBM delivers:
• Business solutions across a wide array of
industries
• An extensive history of successful engagements
Sample offerings
• Enterprise consulting
• Infrastructure design services
• Solution planning and deployment services
• Quick Win implementation services
• System management, optimization and transition
services
• Proven methodologies and tools
• Scalable engagement options to meet customer
needs and budgets
• A worldwide practice with large and experienced
consultant teams
• Direct access to IBM software development
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© 2013 IBM Corporation
ECM Software Training and Certification
Accelerating product adoption, project success and self sufficiency
Project success is greatly enhanced by
knowledgeable and skilled teams
IBM delivers:
• Solutions that are better designed to meet
business objectives
• Client teams who more actively participate with
IBM and partner teams throughout their projects
Sample offerings
• Hands-on technical training
• Instructor-led and self-paced delivery options
• Custom on-site training
• Product certification, preparation and testing
• Faster time to value from technology investments
• Higher product adoption rates across the
organization
• Greater ability to integrate new technologies
• Certification programs that provide individuals
with the appropriate skills and accreditation
needed to succeed.
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© 2013 IBM Corporation
ECM Technical Support
Award-winning
IBM Support
Portal
Maximize ROI on ECM investments
System availability and reliability requires proactive
maintenance and fast response to technical issues
IBM delivers:
• Support to get up and running faster; Minimize
Shelfware : Maximize Deployment
• Robust online tools and web support. Leverage
IBM’s eSupport Tools
Sample offerings
• Global 24 x7 technical support
• Electronic and voice technical support
• On-line account management tools
• IBM Support Assistant
• Defect and routine how-to support
• Advice on IBM software maintenance
• 24x7 voice technical support for Severity 1 issues
• Unlimited number of designated IT technical staff
that can contact Technical Support for help
• High quality fixes and information
• Ongoing communication regarding problem status
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© 2013 IBM Corporation
Accelerated Value Program
Proactive. Preventive. Personalized
GoLive!
Improving productivity, reducing costs and
implementing recommended practices is achieved
with your trusted support advocate
IBM delivers:
“[IBM Software Accelerated Value] was the best decision
we’ve made… it has really helped us overcome any
obstacles to deploy our IBM software more rapidly. I know
we could not live without it…it’s well worth every penny.”
- Rob Livingstone, CIO RICOH Aus.
Sample offerings
• Accelerated Value Leader – your liaison to IBM
and third-party teams
• Accelerated Values Specialist – your technical
expert
• Remote and emergency on-site assistance
• Priority call handling
• Proactive planning to reduce interruptions
• Assistance to maximize product and feature usage
• Best practices sharing for system readiness
• Proactive analysis to reduce incidents
• Reporting on support issues and trends
• Escalation management
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© 2013 IBM Corporation
ECM Software Services and Support:
Accelerating your success
Together, Consulting, Training, Technical Support and the Software
Accelerated Value Program transform software into solutions.
Look to ECM Software Services and Support for:
• Complete services portfolio that addresses your entire project lifecycle
• Project success and system supportability delivered by a single provider
• In-depth product knowledge and unmatched expertise and experience
• Powerful business partnerships
• Field-tested experience
• Faster results – accelerated ROI
• Lower total cost of ownership
• Solutions with a future!
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© 2013 IBM Corporation