IBM Information Technology Services 2006/07 Edition · IBM Information Technology Services 2006/07...

IBM Information Technology Services2006/07 Edition

Solutions for your growing businessInnovatIon for success

Innovation pushes the limits for growth; IBM

has the unique proposition

to help you innovate for

success.

2

visit us on the web at ibm.com/hk/services

Over the past few decades, advances in computing and telecommunications, and changes in the social & political

environment have transformed the business landscape. Old competitive barriers have fallen; new markets are opened.

Customers have instant access to more information, and more choices, than ever before.

Technology advances have enabled business leaders to push the limits for continual and sustainable growth. Yet,

economic and social pressures demand the need to cut costs. Hence, it is not surprising that business leaders around

the world today have one question: “How do I drive growth and cut costs at the same time?”1

At IBM, we have the answer.

For years, we have helped clients of all sizes, in all industries, embrace On Demand Business. We have helped clients

succeed by unleashing new aspects of innovation across their enterprises: innovation that is open, collaborative,

global and multidisciplinary.

By adopting an innovation agenda, our clients are simultaneously generating growth and driving productivity, creating

a significant competitive advantage. Innovation permits a company to cut costs and drive growth in new ways, from

new sources and customers. It opens doors in emerging markets. It lets large companies move more quickly and lets

smaller companies compete on a global scale. It lets an organization differentiate itself and move up the value chain.

That puts IBM in a unique position. With our powerful combination of products and services, Information Technology

Services is dedicated to helping clients capitalize on the many opportunities innovation creates.

Victor Fung

Executive, Information Technology Services

IBM China/Hong Kong Limited

1 Source: “Your Turn: The Global CEO Study 2004” IBM Business Consulting Services. 2004: IBM Institute for Business Value

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Innovation for Success

Many people still think of innovation in terms of invention, the creation of new or improved products. At IBM, we believe a

company’s innovation comes about by the way a product or services is made and delivered in order to create customer value.

When IBM talks about innovation for success, we mean bringing together all of the capabilities available to a business today in

unique ways in order to create real customer value and differentiation. We mean treating innovation as a continuous process

that enhances business performance, not an end in itself. Innovation requires broad, open collaboration. It requires end-to-end

integration. It requires an On Demand Business.

Everybody is talking about the promise of innovation, but few companies have shown that they understand what it takes to be

special.

IBM has demonstrated the ability to innovate through our own internal transformation and we have learned that there are

many different starting points and approaches to innovation – business strategy, business design, processes, services, IT

infrastructure, application support.

As the world continues to “flatten”2 – as the digital revolution and internet connectivity along with the lowering of trade

and political barriers make it possible to do business instantaneously with billions of other people across the planet – IBM

continues its transformation, adopting an innovation agenda that focuses on:

• Maintaining differentiation and movement up the value chain, in the face of relentless commoditization and disruptive

business models

• Finding new levers of productivity, given the shrinking upside of cost-cutting

• Becoming the premier example of an On Demand Business – a firm that is responsive and horizontally integrated end-

to-end, taking advantage of service-oriented architectures, new technologies and the global spread of the Net

• Commercializing our lessons learned, enabling us – and our clients – to outperform industry peers.

That is what sets IBM apart.

We have demonstrated that we can help clients of all sizes, not just large enterprises. Entrepreneurial, mid-market companies

are a tremendous source of innovation – and a key driver of growth for the economy as a whole.

Discover the services designed to achieve innovation for your business

At IBM, we have developed capabilities and solutions specifically designed to help our clients compete successfully and benefit

more fully from their innovation. Throughout this portfolio, you can find capabilities and solutions that are applicable to small

and mid-sized companies, but not exclusive of large enterprises. Alternatively, please speak to your IBM representative

or IBM Business Partner for more information today. Please visit us on the web at: ibm.com/hk/services

Tony Fung

Executive, Integrated Technology Services, Information Technology Services

IBM China/Hong Kong Limited

2 Source: “The World is Flat” by Thomas Friedman who pointed out in his latest book that innovation remains critical to business success. In fact, innovation may be the only sustainable advantage in today’s ‘flat” world.

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TABLE OF CONTENT:Get a better return on the investments you want to make and have made:

- IT service management ................................................................................. 6

- Infrastructure resource management ........................................................... 6

- Infrastructure software services ................................................................... 7

Accomplish more with the employees you already have:

- Desktop management ................................................................................... 8

- Wireless solutions ........................................................................................ 8

- Converged communication solutions ........................................................... 8

- IBM Infrastructure Recovery Services .......................................................... 8

Drive sustainable IT resources efficiency:

- IT resource optimization ............................................................................... 9

- Information lifecycle management ............................................................... 9

IBM products and services are designed to deploy quickly, deliver a rapid return on your

investment and grow as you need them to. Our offerings include SOFTWARE, HARDWARE,

SERVICES and FINANCING TAILORED TO THE NEEDS OF BUSINESSES LIKE YOURS.

Leveraging RFID technology to increase the visibility of your businesses

- IBM loyalty program ................................................................................... 11

- RFID document tracking solution ............................................................... 11

- IBM RFID Services ..................................................................................... 11

Safeguard the value of IT assets you already have:

- Security assessment, planning and implementation services .............. 12-13

Make the most of your resources:

- Data centre site services ............................................................................ 14

- Network consulting, operations and management ..................................... 14

Design your own support plan:

- IBM technology deployment service .......................................................... 17

- IBM Maintenance and warranty services ................................................... 17

Smart, simple business solution financing ................................................... 18

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An on demand business is defined as one whose IT

infrastructure delivers optimal business value, enhances

competitive advantage, and accommodates evolving business

goals and new market opportunities. In their efforts to become

an effective on demand business, many companies share

the same goals: to grow revenue, manage risk, improve

productivity and enhance profitability. Working with a wide

variety of clients, IBM has especially designed these solutions

to meeting these goals:

IT SERvICE MANAGEMENT ASSESSMENT, PLANNING AND

DESIGN

We know that creating a comprehensive system management

framework to meet the IT goals is not a simple undertaking.

At IBM, we have the proven methods, intellectual capital

and experienced consultants to help business create and

implement their strategy through a structured approach.

With a proven track record in successful implementation

of ITIL-based solutions, IBM Infrastructure and Systems

Management Services encompasses the entire systems

management lifecycle—from education to assessment,

strategy and design, to implementation and operations.

Some of our services include:

Innovation Workshop - The Innovation Workshop helps

you determine the current and desired state of your IT

infrastructure based on business goals, using the IBM

Component Infrastructure Roadmaps.

Infrastructure Readiness Review - Do you know how

ready you are to respond to fluctuations in demand? IBM

can help you perform such an end-to-end analysis of your

infrastructure to help you understand the possibilities for

improving service delivery, IT asset utilization and reducing

IT administration costs.

GET A BETTER RETuRN ON ThE INvESTMENTS yOu wANT TO MAkE AND hAvE MADE

IT Service Management Design - Do you need any

help to define your service management strategy and

design the infrastructure and capability to manage service

delivery? IBM has a well documented framework of practical

design experience to help you. We can help you define a

well-designed service portfolio to properly communicate

and manage service delivery, and define the process,

governance and implementation plan for the new service

delivery model.

ITIL Consulting - From “assess and plan” to high-level

design, we can help you design the necessary ITIL best

practice for your organization.

IBM INFRASTRuCTuRE RESOuRCE MANAGEMENT (IRM)

SERvICES FOR IT SERvICE MANAGEMENT

IBM has developed a unique program to support rapid

deployment of standard ITIL processes and products. This is

a proven solution based on ITIL. The Infrastructure Resource

Management (IRM) Accelerator solution is an out-of-the-

box end-to-end solution including processes, procedures,

configured tooling, job and role definition, planning, training

and implementation.

IRM Accelerator for Service Management - The

IBM Accelerator for Service Management enables the

provision of IT services to support business objectives in

a cost efficient way. The Service Management solution is

composed of Incident Management, Problem Management,

Change Management, Configuration Management and

Service Level Management.

IRM Accelerator for Asset Management - The Asset

Management solution will allow you to track and manage

your IT assets, control IT asset costs and improve service

delivery.

6

Every entrepreneur knows that

operational efficiency is critical to maintaining

margins, especially when your

customers or your competitors

are many times larger.


GET A BETTER RETuRN ON ThE INvESTMENTS yOu wANT TO MAkE AND hAvE MADE

For more information, please contact:

Shirley WanTel: 2825-7621Email: [email protected]

or visit ibm.com/hk/services for the details

INFRASTRuCTuRE SOFTwARE SERvICES

If you face the issue of lack of skilled resources when

implementing new technology, you can turn to IBM for

support. IBM offers services in the assessment, architecture,

planning, design, implementation and on-going support for

most software products – IBM and other vendors. By turning

to IBM, you can get expert help to extract more value from

your technology investment, reduce risks with new projects

and relief from resource constraints. IBM will work closely with

you to ensure smooth and rapid deployment to your business.

Design and Planning Services - we will help you develop

a plan to effectively implement the selected software

technology. The plan will help you achieve smooth transition

from existing environment to the new product environment

and avoid common design / implementation pitfalls and

mistakes.

Implementation Services - we will support the

implementation and exploitation of new software technology

and the migration of servers, storage, data from platform to

platform.

On-Site support services - IBM provides on-site product

support on usage, system administration and trouble

shooting. You may choose from our on-demand support

service so that you need only to pay for the level of services

that best suit your company’s situation.

7

You’ve heard the words; you’ve probably said them: “Our

employees are our most important asset.” You spend

for their education, their benefits. And you spend and

spend and spend on the tools that make them productive.

E-mail, for example. How much do you spend on IT

support to ensure that spam doesn’t clog your e-mail

systems, viruses don’t destroy your data, and hackers

don’t penetrate your servers—all in an effort to give your

employees a tool that is fundamental to their productivity?

Desktop management: You don’t have to spend a

fortune to support the desktop and notebook computers

your organization relies on. IBM Desktop Management

Services encompass a full range of capabilities:

antivirus, software distribution, application support,

virtual help desk, e-mail spam filtering, software usage,

backup and restoration, password resets and more. You

choose what you need and pay on a per-seat, per-month

basis—enabling the reallocation of your technical staff

to other business priorities.

Wireless solutions: Interested in connecting mobile workers

to increase their productivity, or using wireless networks

to increase the flexibility of your office space? IBM wireless

solutions are a cost-effective way to add new capabilities

without taxing your staff. From consulting to implementation,

we can help you do more with your network.

Converged communications solutions: Organizations

of all sizes are migrating their older voice, data and

security applications to a new generation of Internet-based

technologies. IBM converged communications solutions

provide a painless way for you to join them and start saving.

We can provide the consulting, integration and deployment

services necessary to consolidate voice, data and security

applications—using new technologies that can help save you

money.

IBM Infrastructure Recovery Services helps you start

your business continuity program faster, easier and less

expensively than ever before. These solutions have been

designed to quickly and effectively protect your business

from an unexpected event that could interrupt your data-

processing capability. There are two essential components:

– Helping you to assess, design and plan for your business

continuity.

– Providing the resources to run critical applications in an

outage emergency for multi-platform IT environments.

BECOME DISASTER READy AND ACCOMPLISh MORE wITh ThE

EMPLOyEES yOu ALREADy hAvE


Vincent LeungTel: 2825-7037Email: [email protected]


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Tim TseTel: 2825-0930Email: [email protected]



In today’s highly complex, competitive and “on-demand”

business environment, IT can become fragmented, difficult to

manage and disconnected from the overall business. Is your

IT department spending more time on tactical operations and it

seems impossible to “get out”?

IBM IT Resource Optimization is a solution that helps

companies improve resource utilization, reduce costs, deliver

more effective IT services, automate error-prone manual

capacity management processes and dynamically allocate

resources through virtualization and consolidation to create

a more responsive IT environment that can address business

needs rapidly. We have developed best practices, tools and

techniques and acquired intellectual assets that you can

leverage to reduce IT complexity and improve the operation

and management of IT.

IBM Information Lifecycle Management is a comprehensive

solution starting from consulting and design service that is

intended to provide clients with a strategy, plan and design to

help transform their existing data-centric storage infrastructure

to better meet business objectives and provide greater value

to the organization. The recommended lifecycle roadmap

will facilitate any changes or implementation services to

meet the business objective. This is especially useful for

companies whose information and storage infrastructures are

highly fragmented and wrought with complexity caused by

incompatible heterogeneous systems, legacy management

process, silo storage practices and performance degradation is

a continual issue.

DRIvE SuSTAINABLE IT RESOuRCES EFFICIENCy wITh

OPTIMIzATION AND INFORMATION LIFECyCLE MANAGEMENT

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LEvERAGING RFID TEChNOLOGy TO

INCREASE ThE vISIBILITy OF yOuR BuSINESSES

10


As business continues to evolve, there are few technologi-

cal advances that will have as large of an impact as radio

frequency identification (RFID). As it has proven to be an

effective tool for businesses, RFID technology is quickly taking

center stage in today’s marketplace. RFID technology can

help businesses reduce labor costs and increase operational

efficiency and throughput. Used innovatively, RFID tech-

nology can be used to improve your supply chain visibility,

customer relationship management, accessibility and security.

Some examples of the IBM RFID-enabled solutions are listed

below.

IBM RFID Loyalty Program Solution - this solution, based

on RFID technology, allows merchants to easily manage

the relationship of their best customers more effectively. It

provides a platform for your customers to accumulate bonus

points and stimulate consumption. Through the integration

with the merchant’s POS or back office system, merchants

can easily launch marketing and promotion activities for

your targeted customers with improved understanding

about your customers.

LEvERAGING RFID TEChNOLOGy TO

INCREASE ThE vISIBILITy OF yOuR BuSINESSES

IBM RFID Document Tracking Solution - using this

solution, you can easily track and locate where your physi-

cal document is circulated. Leveraging IBM middleware

software and our business partner stacktag technology, the

solution provides a platform for you to automate the check-

in and check-out process of document circulation with

the updated status kept in the central repository. You can

inquire or update to where the designated document has

been distributed.

IBM RFID Services - IBM can custom-make tracking,

scanning and tagging solutions enabled by RFID

technology based on your needs to become more

responsive to changing market condition. From design to

implementation, our team of solution architects can help you

achieve operational efficiency in the shortest time possible.


Thomas LoTel: 2825-6294Email: [email protected]


11

SAFEGuARD ThE vALuE OF IT ASSETS yOu ALREADy hAvE

Security should be an essential part of your IT process — as

should making sure your IT environment will stay up and

running no matter what. Sounds obvious, but it is not an easy

task. The technology for protecting against attacks, security

incursions or system failures is changing as rapidly as the

threats themselves.

PROTECT yOuR SySTEMS AND yOuR DATA.

IT security has become a complicated and costly challenge.

The internet-connected world has added a degree of

vulnerability that didn’t exist a few years ago. In addition,

the rapid pace of change in business and computing

environments makes it difficult to guard against new

exposures. Companies are struggling with the pace of

technology changes, new security threats, dynamic network

structures and rapid network growth, as well as the challenge

of maintaining a quality staff. IBM offers mid-sized companies

a rich portfolio of flexible, affordable security services

designed to help you run the security-rich IT environment

required to meet your business goals.

Network Security Assessment. With all the news devoted

to threats and incidents perpetrated by remote hackers

abusing the internet, the security of your internal trusted

networks may not have been given all the attention it

deserves. You can rectify this situation with a Network

Security Assessment from IBM.

Security Health Check. Do you have an overall view of

how effectively your security plan is working? Are the right

IT security controls in place to protect the information that is

critical to your business? IBM security experts will evaluate

the health of your security measures and recommend

improvements.

System Security Assessment. As your IT infrastructure

has changed and grown to meet the needs of your

organisation, chances are that the responsibilities for

security management of each system platform have been

distributed to personnel who may not be full-time security

professionals. Let IBM help you bring all the pieces of your

security management back together with a System Security

Assessment.

Wireless Security Services. Information security is

arguably one of the greatest challenges companies face in

harnessing the rewards to be reaped from wireless business

opportunities. Top into IBM’s wealth of expertise, and let

us design the right level of protection for your wireless

initiatives.

Managed Security Services. Helping our clients manage

risk is a key component of what IBM has to offer. But what

happens if a suspected or real incident occurs involving a

security breach or malicious code activity? This activity can

be virus attack, an internal or external hack attack, a denial-

of-service (DoS) attack or web page vandalism. Managed

Security Services offered through our Security Operations

Centre will respond 24x7x365 via our Computer Emergency

Response Team, which will assist you in handling your

incident. Options range from technical phone consultation

to onsite coverage at your location.

12

vALuE OF IT ASSETS yOu ALREADy hAvE A business client used IBM Managed

Security Services for e-mail security to

defend itself from unwanted mail —

and immediately reduced spam by �� percent.

Firewall Management. There is nothing glamorous about

firewall management, yet it is one of the keys to maintaining

a security-rich environment. A correctly configured and

well-maintained firewall can be a very effective piece of your

security solution. It could very easily mean the difference

between a successful stronghold and embarrassment.

Out-taking firewall management to IBM allows you to

avoid routine problems while ensuring or even enhancing

protection.

Many other services are available, including:

• Information Security Advisor

• Intrusion Detection

• Perimeter Assessment

• Security Policy Verification

• Security Operations Center

• Virus Response and Alert

• Vulnerability Assessment

• Vulnerability Scanning

• Wireless Intrusion Detection Extensions

• Wireless Network Vulnerability Assessment


Edmond KwanTel: 2825-6408Email: [email protected]


visit us on the web at ibm.com/hk/services 1�

MOST OF yOuR RESOuRCESMAkE ThE

Squeezing every bit of performance and reliability out of your

IT infrastructure takes constant vigilance, sophisticated tools

and exceptional know-how. That can be hard to pull off when

you have more requirements than resources. IBM sevices can

fill in the skills, tools and resources you’re missing.

DATA CENTRE SITE SERvICES

Changes to the business requirements, new demands for

information and data from your end users and customers

will occur anytime and anywhere in the on demand era.

IBM’s Data Centre site services offering address your unique

requirements for the construction or refurbishment of your

Data Centre. We have been in the business of planning,

design and building IT infrastructures for over 50 years. No

other services company has that much experience when it

comes to keeping your equipment operating smoothly and

uninterrupted. By working with multiple vendors, IBM offers

true objectivity in recommending solutions. Services include

everything from strategy assessment to the coordination of

architectural and engineering design to cabling and power

protection.


Michael ShamTel: 2825-6109Email: [email protected]


NETwORk CONSuLTING, OPERATIONS AND MANAGEMENT

SERvICES

Businesses must increasingly rely on both wired and wireless

networking resources to stay competitive. For companies

concerned about network integrity, availability, scalability and

skills, IBM offers a security-rich, scalable and flexibly priced

solution designed for managing your network infrastructure

and preventing catastrophic outages that can result in lost

revenue and dissatisfied customers. As you look to new

technologies such as firewall, virtual private networking (VPN),

IP telephony, Voice over IP (VoIP), handheld options and

converged data/voice/video networks, we can help deliver on

demand network management services in a scalable manner,

with flexible pricing options, as well as fully customised

solutions tailored to your specific needs.

1�

whether you are expanding, renovating or

consolidating your facilities, we provide

the expertise to ensure optimal support for your business.

visit us on the web at ibm.com/hk/services 1�

DESIGN yOuR OwN

IBM customizes each and every solution we sell—and we don’t

stop at customer support. We’ll work with you to make sure you

get the right support plan for your business, one that allows you

to guard your technology investment while achieving optimal

performance and availability.

SuPPORT PLAN

16

IBM Technology Deployment Services speeds time

to value for businesses by facilitating quick and efficient

hardware and software implementations. We support a

wide variety of IBM and non-IBM hardware, including PCs,

point-of-sale systems, servers, thin clients, kiosk terminals

and ATMs, as well as network and IP telephone equipment

from multiple vendors. Customizable and scalable, these

services include the following standard elements: project

management, procurement and logistics, site survey and

preparation, integration and configuration, and installation.

IBM Technical Support provides ongoing support of your

operational environment through a wide array of services

designed to specifically address your onsite and remote

hardware and software support needs, including:

– IBM Maintenance and Warranty Services helps simplify

the process of maintaining equipment from IBM and more

than 25 leading manufacturers, including Cisco Systems,

Dell, Sun and Hewlett-Packard. Whether you want to

upgrade your service for in-warranty machines or extend

your post-warranty maintenance coverage, we offer expe-

rienced technicians and an extensive parts network. And

our flexible service-level options range from 24x7 same-

day service, to 9x5 next-business-day service, to depot

repair service—the least costly option of shipping the

equipment out for repair. From your hardware and soft-

ware to storage and mobile systems, you can look to one

trusted provider—IBM—to address all your multivendor

needs under one contract.

IBM Technical Support Services provides precisely the

level of support your IT staff needs to keep things running

smoothly. Our broad range of operational services offers

extreme flexibility – you can choose telephone or electronic

support for IBM and non-IBM hardware and software, and

purchase plans by the user or by the platform. Our team

of experts helps you jump-start new hardware and soft-

ware through designing, installing and configuring new

server hardware and software while protecting against data

migration problems that can create costly downtime and

information loss.


Clarence WongTel: 2825-6051Email: [email protected]


visit us on the web at ibm.com/hk/services 17

With IBM Financing Advantage, IBM Global Financing has

moved to offer midsize businesses the same financing-related

competitive advantages that larger enterprises have long

enjoyed. A comprehensive program specifically designed for

your business, IBM Financing Advantage consists of select

IBM Global Financing products, services, offerings and pro-

motions that offer highly competitive rates, fair and equitable

terms, and quick and simple contracts. The IBM Financing

Advantage program also provides you with one-stop shopping

for your entire IT solution, with offerings that cover multivendor

hardware, software and services. All of this adds up to greater

business flexibility and market responsiveness—and greater

competitive advantage—for your organization.

why IBM?

IBM solutions are designed to be:

• Comprehensive—We give you the various components, tools and information you need in a single package.

• Competitive—Solutions include best-of-breed features and functionality recommended by third-party experts.

• Cost-effective—We offer value for the price—shop around and see.

• Consistent—Capabilities perform consistently across solu-tions and platforms.

• Scalable—Solutions are designed to accommodate grow-ing demand and add new capabilities while protecting your investment.

• Easytoevaluateandorder—Evaluation materials and order-ing information make it easy to assess and purchase products.

• Easytolearnanduse—Samples, tools and documen-tation are provided to facilitate a quick and successful first-use experience.

• Easytoinstallordeploy—Implementation is quick and nondisruptive to systems and personnel. A default configu-ration appropriate for most configurations is provided.

• Easytomanage—Solutions are operational out of the box. Setup, configuration and ongoing maintenance require nominal skill and interaction. Tools are included to help simplify complex tasks.

• Wellsupported—IBM Business Partners deliver solutions that include technology awareness, skills and deliverables, enable-ment, presale support, implementation and post-sale support.

• Proven—The IBM track record of dependability and accountability speaks for itself.

FOR MORE INFORMATION

Please let us hear from you and give us the chance to help

you with your services needs. You may either visit:

ibm.com/hk/services or call our hotline at (852) 2825-7878.

SMART, SIMPLE BuSINESS SOLuTION FINANCING

1�

when it comes to information technology solutions,

you deserve clear options.


SMART, SIMPLE BuSINESS SOLuTION FINANCING

1�

© Copyright IBM Corporation 2006

IBM Information Technology Services10/F, PCCW Tower, Taikoo Place979, King’s Road, Quarry BayHong Kong

ibm.com/hk/servicesTel: 852-2825-7878

Produced in Hong Kong03-2006All Rights Reserved

IBM, the IBM logo, the On Demand Business logo, server, AS/400, Express Portfolio, iSeries, pSeries, RS/6000, xSeries and zSeries are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries or both.

Linux is a trademark of Linus Torvalds in the United States, other countries or both.

Other company, product or service names may be trademarks or service marks of others.

References in this document to IBM products, programs or services do not imply that IBM intends to make such products, programs or services available in all countries in which IBM operates or does business.

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