Are You Ready for Next-Generation Tech Support?

By: Juhi McClelland - Leave a comment

Nearly every day, a new requirement for technical support comes into the IT department. Digital transformation. New devices. Internet of Things. Automation. Open source software. Productivity apps — the list is endless. At the same time, legacy systems need to be maintained to keep the business always-on.

The field of technology support is rapidly changing, and we are using disruptive technologies like augmented reality, predictive maintenance, Watson for Support and blockchain, which are driving fundamental changes in how support services are delivered. Tech support has never been more important. A next-generation approach to tech support enables your organization to streamline operations, reduce complexity and decrease costs.

Want to learn more? Come check out our presentations at the 2018 Red Hat Summit and start a conversation with us about applying these principles at your organization.

As your digital presence continues to grow, so does your reliance on technology providers. Large firms often maintain relationships with hundreds of vendors across thousands of support contracts. Streamlining the number of vendors means your under-pressure support team will have fewer vendors and contracts to manage. IBM Technology Support Services offers a wall-to-wall, technology-led support approach, with advanced technology to improve the client experience through automation. This integrated approach can produce big cost savings. IBM customers report 57 percent CAPEX savings from improved IT asset management and 20 percent reductions in operating costs through outage mitigation and accelerated problem resolution.

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About The Author

Juhi McClelland

Vice President, Business Line Executive, Technology Support Services, IBM Services ​​​​​​​

Juhi leads IBM's Technology Support Services development, offerings portfolio and Go-to-Market strategy and execution globally. She is also responsible for multivendor support services including working with key alliance partners ranging from Mobile, PCs, servers, storage, networking, security and software alliances.

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