TechChatTues

Today's Datacenter Support
How can you optimize, consolidate and streamline your hardware support?
   7 years ago
#TechChatTuesTechnology#THINKoftheFan
IBM Global Technology Services
Q1 What trends in the market today are shaping your decisions about technical support?
Alea Fairchild
Trends such as simplified management, strong security and need for workload-specifics. #techchattues
Shane Ronan-Duggan
A1 Many customers are looking at cost savings by consolidating their contracts to a single provider. #IBM Multivendor Services can provide this much needed functionality
Franz Biedermann
A1:A solution tailored exactly to customer requierments
Kendy Gullette
is Single Point of Contact something you are looking for when it comes to support?
Franz Biedermann
A1: Added Value of Softskills :
->communication remote or onsite
-> brake & fix, identify the root cause
David W Messina
A1. Contract or data center consolidation prompts #virtualization and then #cloud architectures
Alea Fairchild
@kendyg213 Maximizes ROI by simplifying admin as well!
David W Messina
A1. Another market trend is integration of #IT_support and other business processes like ERP
Shane Ronan-Duggan
@kendyg213 Certainly we are seeing more and more customers looking for a single contract. This removes pain of having multiple contracts/renewals and downtime by looking for the correct support number to call for various products
David W Messina
A1. A key trend is combining old school maintenance with #analtyics
Alea Fairchild
@DaveMR90S True - it is all geared towards making it be simpler and more efficient to manage. #techchattues
David W Messina
A1. Efficiency in IT management by changing what IT does - more vendor management
Franz Biedermann
A2:To communicate with a person who has the knowledge to understand the nature of the Problem , and can provide a solution or workaround in a committed time
Matej Kubiak
single point of contact will provide complex view on infrastructure and will avoid refusing of responsibility from multi service providers
Franz Biedermann
Q3:different vendors requires different settings/properties. Therefore a single point of contact , like IBM , can handle such requierments.
Also to have a E2E (End-to End support)
Franz Biedermann
A4: IMS would be a entry point to start on such approach
IBM Global Technology Services
Q6 How do you select a technical support partner you can trust?
David W Messina
A6. Reputation and technical depth
George Herbert
one who provides a total solution HW/SW/Svcs.
Cerasela Istrate
A6. Interested to read see some feed-back on this #TechChatTues via @IBMServices
David W Messina
A6. Geographic reach matches the installed IT equipment for parts and labor
laimute
#IBM global presence and resources allow IBM to provide support services around the world and around the clock, in every local language. So customer don’t need to worry, just work together with IBM
Kendy Gullette
A6: Trust in the engineer/technician who enters my #datacenter
IBM Global Technology Services
Q4 How do you do more with less when IT budgets have not kept up with the current demands?
David W Messina
A4. Change what IT does in a day. From doers to managing services and vendors #New_way_of_IT
David W Messina
A4. Link #IT-Services_Automation with business processes
David W Messina
A4. Instrument IT devices to get real-time environmental data #Real-Time_Predictive_Maintenance
Cerasela Istrate
A4. think of innovation, new ways of running business #TechChatTues @IBMServices
David W Messina
@NathaJaHa XaaS payment models are way of future, we pay only when we consume a service
Shane Ronan-Duggan
@NathaJaHa In the technical support space managed service can be a great way of getting a true grip of your IT estate. Our managed services allow IT staff to concentrate on business critical projects freeing up man hours and with that money.
IBM Global Technology Services
Q3 How does a multivendor environment complicate your support? #TechChatTues
Alea Fairchild
Q3. Building & running a multivendor datacentre is time consuming, costly & challengingly inflexible. Support needs to be simplified. #techchattues
clarkmar
Q3 A multivendor environment doesn't have to complicate your support - #IBM Multivendor Services - one contract/one supplier
Kendy Gullette
@AFairch agree! What options are you looking for to simplify?
David W Messina
A3. Many vendors means keeping track of many product innovations
David W Messina
A3. Multivendor means a variety of contracts to manage
Kendy Gullette
Dose this describe the issues in an easy to understand way? https://www.youtube....
Alea Fairchild
@kendyg213 Admin, single point of contact, and op efficiency.
laimute
A3 if u get support from #IBM, there single-point of accountability for multivendor hardware and software support throughout your IT environments #techchattues
David W Messina
A3. @kendyg213 Great video! This conveys the benefits of multivendor support in understandable terms!
militza
Keeping code levels compatible is a challenge when integrating multivendor configurations. Single point of contact and total solution support, leveraging relationships, are crucial to success.
Cassandra McMillan
How does extending the life of your existing datacenter hardware to maximize the ROI fit into your strategy? #TechChatTues
Alea Fairchild
Best bet is single source, multivendor. #oneresponsible #techchattues
Kendy Gullette
all good points. How does ROI of existing equipment factor into your decision?
Franz Biedermann
A simplified pre-priced hardware maintenance program delivering HWMA for select models non-IBM leading MVS products
Cassandra McMillan
Simpler and more efficient to manage #oneresponsiable #TechChatTues
Cassandra McMillan
Search system to help quickly find solutions. INCREASE 1st time fix. Reduce onsite service calls. #IBMWatson
IBM Global Technology Services
Q2 How is technical support essential to your business? #TechChatTues
Shane Ronan-Duggan
A2 Companies rely on IT services to remain functioning and without technical support, downtime of IT services could cost a company it's bottom line ultimately.
Kendy Gullette
What about availability issues; do you consider when choosing Tech Support?
Alea Fairchild
Technology IS the infrastructure of the business, therefore support is critical. But internal customers only care it works, not who fixed it. So #teameffort #TechChatTues
David W Messina
A2. Technical support provides some of the best #customer_insight.
David W Messina
A2. Make Tech Support #closed_loop with ERP