Reduce complexity in your data center with smart IT support

By: David Subia

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From services that aren’t working properly to products that need to be patched or updated, does it seem like you can’t turn around in your data center without encountering a new issue? Trying to support highly customized IT solutions that include products from several vendors would be like having to manage the roughly 30,000 parts that make up your car. Would you have multiple vendors managing each part, or go to one trusted mechanic to ensure that it performs efficiently, safely, and at minimal cost to maintain? With IT, just as it is in your car, you don’t have the time or money to take on the monumental task of managing multiple providers. Check out my webinar to learn how smart multi-vendor IT support services can help you address your IT support challenges.

What are some signs that you should change your IT support?

One sign is if you’re constantly having to switch between support vendors to service your products. Individual vendors provide support for their products on separate platforms, which can make maintenance difficult and inefficient. A solution would be to have all IT services and products on a single portal, so you can easily see the status of your data center.

Another major symptom of inadequate IT support is frequent service interruptions. To find the cause, you probably won’t have to look much further than that huge backlog of updates waiting to be installed. However, because staffing budgets for IT support have been declining, it’s likely you don’t have enough staff members to get all your products up to date. The solution? Automation can help keep systems current while reducing operating expenses.

How can more of your IT support be automated?

New technology continues to be developed to address key processes in support. For example, IBM uses Watson-based engines to quickly identify problems for immediate action and to perform data analytics to recommend actions that can prevent problems from occurring. You can take advantage of this technology by working with IBM Technology Support Services.

What should you evaluate when considering a third-party IT support partner?

Keep in mind the following criteria for each potential provider:

  • The skills and coverage model the provider will use to address your specific requirements
  • Similar use cases that can demonstrate the provider’s capabilities
  • The technology and tools the provider uses to automate support processes for faster problem resolution at a lower cost
  • Any alliances the provider has with original equipment manufacturers (OEMs) to provide collaborative support
  • How many years of experience the provider has supported the products and solutions used in your industry

The support services provider you select to partner with must be able to create a customized support model that offers you a competitive advantage with no additional risk to your operation. In addition, you should confirm that they have decades of investment in people, processes, and technology driving the savings. Finally, make sure that you can trust them to deliver on the promises they make.

How does IBM master IT support for over 30,000 non-IBM products?

Back when CIOs purchased predominantly single vendor solutions, OEMs had to provide support only for their own solutions. Now that IT systems include features and capabilities from multiple OEMs, that is no longer the case. Support providers must be able to embrace this diversity in the data center and offer a solution that does not discriminate or leave any product behind. That’s why, along with OEM alliances, IBM continuously develops its people, processes and technology for multi-vendor support services. IBM also recognizes that some products no longer require OEM support and has developed processes and capabilities to service them in order to increase your return on investment. In short, our only goal is to make you more successful.

What can you do right now to get started?

Watch the webinar to get deeper insights into how smart IT support can save you both time and money. You can also schedule a consultation with an IBM expert to learn how IBM can do for you what has already been done for many major companies globally.

Schedule a consultation with a Technology Support Services expert 

About The Author

David Subia

Business Line Executive, IBM Technology Support Services

David Subia has been with IBM for over 20 years. He has experience in both IBM hardware and software and multi-vendor IT support, including product management, offering, and as a global business line and sales executive. David's primary responsibility is to drive growth for IBM Technology Support Services – Multi-vendor Support. He holds a Master... Read more