Welcome to IBM Support Customer Day Q2 on April 15 2026

Join us to discover how we're transforming support from reactive firefighting to proactive foresight. We'll highlight innovations that streamline the journey from first response to resolution and root cause analysis.

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

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Ashish Ghodasara
Executive IT Specialist, IBM Support Architect
IBM
Durham NC
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#pinnedtotop

Hi Ashish,

Thanks for sharing this update. The shift from reactive support to a more proactive and predictive model is definitely something many organizations are looking for, especially as environments become more complex.

I'm particularly interested in how IBM Support is approaching early detection and root-cause analysis. Are there any new tools, automation features, or AI-driven diagnostics being introduced that help identify potential issues before they impact production systems?

Also curious if the session will cover real customer examples or case studies showing how proactive monitoring reduced resolution time or prevented outages.

Looking forward to the event on April 15 and learning more about the innovations your team is working on. Thanks for opening this thread for questions and feedback.

Best regards.

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nathan foster
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Yes, IBM has a specific process for this called International Warranty Service (IWS). 

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Janakaraj Palanisamy
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Original Message:
Sent: Mon March 16, 2026 05:39 AM
From: nathan foster
Subject: IBM Support Customer Support Day - April 15 2026

Hi Ashish,

Thanks for sharing this update. The shift from reactive support to a more proactive and predictive model is definitely something many organizations are looking for, especially as environments become more complex.

I'm particularly interested in how IBM Support is approaching early detection and root-cause analysis. Are there any new tools, automation features, or AI-driven diagnostics being introduced that help identify potential issues before they impact production systems?

Also curious if the session will cover real customer examples or case studies showing how proactive monitoring reduced resolution time or prevented outages.

Looking forward to the event on April 15 and learning more about the innovations your team is working on. Thanks for opening this thread for questions and feedback.

Best regards.

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nathan foster
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Hi Nathan - Yes, this was an excellent IBM Customer Day Webinar.  I plan on attending more - the delivery and content went amazingly well.  Thank you Ashish.

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Thomas Halinski
Principal, Client Services Consultant, Associate PM
Broadcom, Inc.
Fennville MI
269-267-7672
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Original Message:
Sent: Mon March 16, 2026 05:39 AM
From: nathan foster
Subject: IBM Support Customer Support Day - April 15 2026

Hi Ashish,

Thanks for sharing this update. The shift from reactive support to a more proactive and predictive model is definitely something many organizations are looking for, especially as environments become more complex.

I'm particularly interested in how IBM Support is approaching early detection and root-cause analysis. Are there any new tools, automation features, or AI-driven diagnostics being introduced that help identify potential issues before they impact production systems?

Also curious if the session will cover real customer examples or case studies showing how proactive monitoring reduced resolution time or prevented outages.

Looking forward to the event on April 15 and learning more about the innovations your team is working on. Thanks for opening this thread for questions and feedback.

Best regards.

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nathan foster
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No doubt IBM CSR is one of the best.

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Muzammil Hussain
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Good morning,

Can you please clarify if there is a process where IBM can provide support for equipment purchased in the US in other countries? This is particularly important in the shipping industry, where equipment is purchased in the US and installed on a ship, and it may need physical support, either parts or an engineer to go on-site for support at a port of call outside the US. 

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Jorge Gonzalez
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Janakaraj Palanisamy
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Original Message:
Sent: Mon April 13, 2026 08:16 AM
From: Jorge Gonzalez
Subject: IBM Support Customer Support Day - April 15 2026

Good morning,

Can you please clarify if there is a process where IBM can provide support for equipment purchased in the US in other countries? This is particularly important in the shipping industry, where equipment is purchased in the US and installed on a ship, and it may need physical support, either parts or an engineer to go on-site for support at a port of call outside the US. 

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Jorge Gonzalez
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Thank You for sharing this update 

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Amelia Jack
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Thank you, Ashish  for this session. Will a recording of this be available? 

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Abdul Hashmi
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Hi, would you kindly add the link to "Replay and charts" to the Q2 event page, too ?
re Q1 session, there is a link at bottom of the Q1 event page - I would like to find the reply in similar manner/navigation, so customer may navigate to the reply via schedule entry.

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HIDETO IIO
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Great to have you here, Ashish! Thanks for leading this session. We're excited to learn about IBM's shift toward proactive support – that's exactly what customers need these days.

Looking forward to hearing about:

• How you're using AI/automation to predict issues before they happen
• Tools that actually speed up resolution times (not just add more steps)
• Real examples of root cause analysis improving long-term stability

Quick question: Are there any specific industries or use cases where you've seen the biggest impact from moving to proactive support? Would love to understand what's working best.

Also curious about the implementation side – what's been the biggest challenge in rolling this out to customers? We're always looking for practical takeaways we can apply on our end.

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Abdullah arain
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