Welcome to IBM Platinum Customer Experience presentation on July 15 2026

Use this discussion thread to submit any questions and share your feedback.

#pinnedtotop

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Ashish Ghodasara
Executive IT Specialist, IBM Support Architect
IBM
Durham NC
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According to IBM, the IBM Software Platinum Support program delivers proactive technical

Interesting initiative, predictability and resiliency are definitely top priorities for most enterprises right now.

One thing I'd be curious about is how IBM is measuring "predictability" in practical terms, are there clear KPIs or SLAs that customers can track across software and infrastructure layers? Also, how does this model adapt for hybrid or multi-cloud environments where dependencies are often outside IBM's ecosystem?

Henry - thanks for posing some very interesting questions! I actually intend to cover the answers to both of these questions in some depth during the webinar. 

The short answer to measuring predictability is: Every customer has different needs, and Platinum Experience explicitly caters to the uniqueness of each customer. As such (and thankfully!) there's no cookie-cutter answer to your question. We work with each Platinum customer to define - together - how we measure success, but at the same time we do leverage a lot of industry baselines to devise a meaningful and achievable set of KPI's.

With regard to the multi-vendor environments, this is one area where Platinum Experience shines. The more IBM can know ahead of time about your non-IBM components the better we can collectively be prepared to help you plan, execute and support the systems. Working transactionally via, for example, Support cases or disconnected product roadmap discussions is only somewhat effective in enabling IBM to learn about your requirements. Continuous and proactive engagement by IBM's Platinum teams eliminates surprises and facilitates deep understanding that makes our partnership efficient and productive.

Or in plain English: The more we know up front and ongoing, the better we can align what we do to what you need.