Client Challenge
The client planned a database migration that would improve their business. Due to the critical mission, there were a huge concern about day-to-day operations and downtime.
While client was migrating databases from DB2 to SAP HANA and faced unpredictable slow performance during the migration of large tables. Client reported that some tables migrated very quickly, but others appeared to be in slow motion (With an ETA of 1 month). At that time, the client had no idea about what was happening on their environment, and it could jeopardize the migration plan and the whole infrastructure update. They could have issues on different components as SAP, DB2, Linux, VIOS, PHYP among others.
The client opened a ticket/issue thru IBM Premium Support with the expectation that IBM could help them to resolve the issue as soon as possible for them to continue with the migration and resume daily IT activities.
IBM Solution
IBM works with clients to customize their support services to provide both reactive and proactive solutions, in this case the IBM Premium Support team designed a plan to determine where the performance issue was occurring, to understand client’s IT environment, breaking down the several components available and affected by the migration, reviewing each one individually and isolating the problem. Here is how we won, IBM has technical expertise, tools, and methodologies to support and solve issues over different platforms and systems.
IBM team coordinated the tasks and the information’s flow between multiple teams. After this analysis, IBM summarized the findings and validated the recommendations according with SAP HANA best practices. IBM also provided an action plan to address the performance issue, including recommendations to optimize Linux, networking and VIOS configurations.
This action plan provided by IBM Premium Support team was followed by the client who was able to restore the system’s performance and complete the migration from DB2 to SAP HANA.
Client Benefits
With IBM Premium Support the client was able to count on with specialized and reliable support team, leveraging IBM technical expertise, tools, and methodologies to solve the complex issue raised and to optimize the environment affected.
If your organization is looking for a customized support solution, talk with IBM to choose the best Premium Support Services for your support needs. IBM Technology Lifecycle Services offers infrastructure support and services for IBM Infrastructure products and leading third-party systems, software, and enterprise networking.
Some examples of different Premium Support Services which IBM can execute:
· Single point of contact for critical issues
· Problem determination, problem source identification, and resolution
· Customized support plans which include operational and maintenance processes, current support structure, critical applications, critical outage scenarios, and environment
· Reports summarizing service activity for reported problems with proactive recommendations
· Document and maintain availability requirements
· Performance analysis and recommendations for improvement
· Execution of preventative services
Contact
Leonardo Tekatscz
Global Offering Manager, IBM TLS Multivendor Support
ltekatsc@br.ibm.com