Many organizations today are looking for ways to run their transformational journey on their own terms and requirements all while maintaining high service quality. Companies need proactive and customizable support to fit their unique IT environments and to reach their IT infrastructure goals.
This is what a representative of service company segment in the Asia-Pacific region chose once contracted the IBM Support for Oracle Software.
The company was looking for savings to fund their transformation projects and was unhappy with the support costs, services from the manufacturer, and its lack of flexibility in terms of support provided, which did not include improved response times.
IBM thru the Technology Lifecycle Services team understood the client needs and worked jointly with them to identify the opportunities on building a software support plan. For the client the offered solution made a perfect match, and additionally included other software and hardware support services, making them to decide to bring IBM MVS support expertise to play.
IBM Support for Oracle Software contributed with client on its support budget spending and productivity objectives and gave them back the option to still being supported in their version, without being forced to upgrade to newer software versions, respecting their IT roadmap.
The client was able then count with flexible and enhanced 24x7 service level responses, addressing severities 1 and 2 cases across multiple software products. Rather than a one-size-fits-all framework, the IBM approach involved tailored support delivery to each customer's specific needs, putting security at the top of mind and addressing it as a multi-layered and complex topic, and not as patching alone.
IBM put the client at a click of a button to have prompt and efficient break-fix support around-the-clock, with a Designated Point of Contact (DPOC) which ensures effective and streamlined communications, prompt and efficient resolution of inquiries, proactive support and best practices that contributes to client positive overall experience.
IBM's all-encompassing support served as a unified platform, enhancing internal team collaboration and fostering a cohesive approach, which in turn instilled even more confidence in the client across multiple product lines. The support covered a wide spectrum including database, middleware, applications and hardware devices.
This streamlined support system, managed through a singular call logging process, positions IBM as the sole provider for comprehensive support, thereby simplifying complex processes.
Conclusion
Whether clients are working in a traditional IT environment or are in the midst of digital transformation, IBM Support for Oracle software helps clients to keep legacy Oracle environment, with a cost-saving strategic approach and combined knowledge of business and industry, thru IBM Technology Lifecycle Services, contributing to establish an IT infrastructure that’s designed to be secure, reliable and to support client to innovate and reduce cost.
Why IBM Technology Lifecycle Services?
IBM Technology Lifecycle Services professionals have decades of expertise in the technology industry. Our technical support specialists and consultants support over 22,000 IBM and other original equipment manufacturers, hardware, and software products. You can count on IBM Technology Lifecycle Services to help keep your mission-critical systems running smoothly 24x7.
For more information
To learn more about IBM Support for Oracle Software, read the Solution Brief or visit www.ibm.com/services/software-support
Contact
Jonathan Fernandes
Global Offering Manager, IBM TLS Multivendor Support
jferna@br.ibm.com
#MultivendorSoftware