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End user services—success stories.A guide to client references

End user services—helping clients boost end user collaboration and productivity As newer and better end user devices continue to flood the marketplace, businesses have the opportunity to

enable collaboration and productivity in the workplace like never before. But today’s end user environment also

presents unique challenges. Workforces are increasingly mobile. Uptime requirements have become more

demanding. And security threats abound. Plus, containing costs is still a primary concern for both IT managers

and executives.

End user services from IBM provide a comprehensive, integrated suite of proven service offerings designed to

help our clients successfully address these challenges and optimize their end user environments. These services

support the deployment and management of end user devices and enhanced collaboration technologies, includ-

ing computers, mobile devices, point-of-sale (POS) devices, kiosks, automated teller machines (ATMs), and output

peripherals such as printers and multifunction devices.

Our solutions comprise innovative technologies leveraging the world-renowned intellectual property portfolio devel-

oped by our IBM Research team. And our global service factory model allows us to deliver consistent, repeatable,

quality services and service products that have proven their value in hundreds of client end user environments. This

reference guide can help you demonstrate IBM’s effectiveness in helping clients leverage end user services to:

• Achieve tangible cost reductions

• Facilitate more effective end user collaboration

• Increase end user productivity

• Free internal IT resources to focus on more strategic business activities.

IBM Global Technology Services

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How to use this guideThis is an internal reference guide that can help you prepare for conversations with potential clients about end user services

from IBM. Use it to quickly find industry-specific stories that illustrate how IBM can become a trusted resource for clients’

end user services needs.

The identity of each referenced client has been concealed so that you may extract individual slides to use externally in

client presentations. For special requests regarding references, e-mail Gina Lucia-Miller at [email protected].

mailto:[email protected]

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Featured client references for end user offerings, by sectorIBM has a comprehensive list of end user accounts that can be used to illustrate the many choices we can offer to clients—

by sector, industry and geography. Click on the icons below to view each reference.

Communications

Television broadcaster speeds time to market with a digital asset management solution

Hotel and resort company increases business with high-speed Internet access

Energy utility anticipates saving US$1.5 million per year with a new supply chain solution

Transportation technology company boosts produc-tivity and reduces overhead costs by outsourcing IT maintenance

Distribution

Beer producer reduces IT costs by 35 percent with an integrated IT infrastructure

Food retailer increases customer satisfaction by creating an innovative shopping experience

Clothing company positions itself for online success with an integrated IT infrastructure

Supermarket chain positions itself to improve customer satisfaction with a self-scanning retail solution

Arts and crafts retailer leverages a new supply chain solution to increase efficiency

Food retailer minimizes risk of data loss and positions itself to save US$3.8 million with an enterprise service bus

Restaurant chain saves approximately CA$2 million per year with a communications portal

Restaurant chain gets its franchises up and running with unfailing SurePOS support from IBM

Financial services

Bank reduces TCO with a flexible IT staffing and hosting solution

Accounting firm boosts collaboration and simplifies maintenance with a centralized IT infrastructure

Industrial

IT provider saves nearly A5 million with an IBM help desk solution

Global provider of health protection products improves end user satisfaction with comprehensive IT support services

Industrial materials producer gains a clear view of its output environment and positions itself to cut expenses by 30 percent

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Industrial (continued)

Mail and print provider leverages new continuous-form printing technology to enter a new marketplace and grow revenue

Systems integrator and IT provider consolidates its serv-ers and positions itself for ITIL compliance

Motoring association implements a new IT infrastructure and reduces its operational costs by more than £20 mil-lion per year

Featured client references for end user offerings, by sector (continued)

Public

Environmental agency boosts efficiency with a central-ized document management solution

City government reduces crime levels with real-time video monitoring capabilities

Government agency Web-enables its claims processing application and achieves compliance

County council reduces its TCO by engaging IBM to manage its hardware infrastructure

Postal service agency gains peace of mind with a real-time video monitoring system

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COMMUNICATIONS

LOCATION: Ecuador

INDUSTRY: Media and entertainment

PROFILE: National television broadcaster

SIzE: �00–999 employees

Television broadcaster speeds time to market with a digital asset management solution

Client requirements:To store video information, this television broadcaster had been relying on tra-

ditional DVCPRO videotapes. However, the tapes were vulnerable to being lost

or damaged, and the process for making programming changes was lengthy

and unwieldy. The company began looking for an IT solution that would enable

it to automate its production processes, make programming changes more

easily, reduce costs and improve time to market for new products.

Solution:The company selected IBM Global Technology Services to install, configure

and set up a digital asset management solution including:

• Two IBM System p5™ 510 Express – AIX® 5L™ Edition servers and one IBM

System p5 520 Express – AIX 5L Edition server, all of which run the IBM AIX 5L

V5.2 operating system and support a Thomson Grass Valley (TGV) video edit-

ing solution

• Two IBM TotalStorage® 3584 Ultrium UltraScalable Tape Library systems and

two IBM System Storage™ DS4300 disk systems

• IBM Tivoli® Storage Manager V5.2 software.

Benefits:• Provided integral automation of production processes

• Reduced the time required to make programming changes from hours

to seconds

• Improved revenue growth through faster time to market and better

management of digital media assets

• Reduced videocassette expenditures

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COMMUNICATIONS

LOCATION: Germany

INDUSTRY: Travel and transportation

PROFILE: Hotel and resort company

SIzE: ��–99 employees

Hotel and resort company increases business with high-speed Internet access

Client requirements:To stay competitive in an increasingly aggressive marketplace, this hotel and

resort company wanted to offer its guests reliable Internet access. Lacking

the in-house skills for such an installation, the company sought help from an

IT provider to create a new public wireless local area network (WLAN).

Solution:IBM Wireless e-business Solutions conducted a site survey, created a WLAN

design plan, provided network consulting, and implemented Symbol WLAN

technology and Cisco LAN components in each hotel room, conference center

and public area within the hotel. After installation, the IBM team conducted

testing and stayed onsite to provide technical support.

Benefits:• Increased business by an estimated 3 to 5 percent

• Saved the company 30 percent in infrastructure costs

• Provided an infrastructure for additional technologies, such as Voice over

Internet Protocol (VoIP) and video IP

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Energy utility anticipates saving US$1.5 million per year with a new supply chain solution

Client requirements:With plans in place to manufacture and deploy approximately 250,000 gas

meters each year, this energy utility knew it needed to improve its meter supply

chain, which relied on slow, manual processes that were prone to error and led

to inaccurate accounting. The company calculated that, without a new supply

chain solution, it would lose track of approximately 300 meters per annum,

resulting in approximately US$1 million in lost revenue each year.

Solution:With help from IBM Global Services – Integrated Technology Services and IBM

Business Partners Symbol, Intermec and Shipcom Wireless, the company imple-

mented a pilot supply chain solution at its warehouse. The solution is based on

radio frequency identification (RFID) technology and two IBM System x™ servers

that help the client streamline the meter supply chain processes.

Benefits:• Implemented a solution that will achieve an estimated total cost savings of

US$1.5 million annually

• Reduced number of manual processes required for managing inventory

• Enhanced tracking capabilities for meter testing and inventory distribution

COMMUNICATIONS

LOCATION: United States

INDUSTRY: Energy and utilities

PROFILE: Energy utility company

SIzE: 10,000 or more employees

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COMMUNICATIONS

LOCATION: Germany


PROFILE: Transportation technology company

SIzE: 1,000–�,999 employees

Transportation technology company boosts productivity and reduces overhead costs by outsourcing IT maintenance

Client requirements:This company’s IT group had been internally managing all of its software and

hardware, troubleshooting problems such as installation issues, operating

system errors and disk drive crashes. But dealing with day-to-day IT mainte-

nance issues prevented the IT group from focusing on core business activities

and often left employees waiting several days for an IT representative to answer

their requests for help.

Solution:The company engaged IBM Global Technology Services to provide call ser-

vices, help ticket services and security support for more than 300 PCs across its

German offices. The IBM team established an employee help line for hardware

and software support that forwards calls either to a central IBM help desk in

Erfurt, Germany, or to the IBM service point closest to the caller’s location. To

quickly resolve similar problems in the future, the IBM experts recorded detailed

descriptions of the problems and corresponding solutions.

Benefits:• Enabled IT staff to focus on business-critical tasks

• Improved response time to user issues

• Improved employee productivity and satisfaction

• Reduced IT overhead expenses through pay-per-use billing

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LOCATION: Denmark

INDUSTRY: Consumer products

PROFILE: Beer and soft drink producer


Beer producer reduces IT costs by 35 percent with an integrated IT infrastructure

Client requirements:This beer and soft drink producer adjusted its marketing strategy to have greater

appeal to customers in different regions. However, its IT systems were spread

across corporate offices throughout Europe and lacked integration, prohibiting the

company from fully implementing the new strategy. The company sought an expert

solutions provider to implement a powerful, standardized IT environment.

Solution:The company engaged IBM Global Technology Services to design and imple-

ment a standardized IT infrastructure, including:

• 81 IBM System x™ servers at client headquarters in Denmark

• 24 IBM System p™ servers to support the client’s SAP system

• A new storage environment comprising IBM System Storage™ hardware

and IBM Tivoli® software

• An overhaul of the client’s printing systems, including the implementation

of 50 IBM Infoprint® color 1464 printers at offices across Europe

• A seven-year contract for comprehensive help desk support from the IBM

Global Services – Worldwide Strategic Outsourcing team

Benefits:• Reduced IT costs by 35 percent

• Positioned the client to realize annual savings of US$35 million

• Enabled the company to adhere more closely to its regional

marketing approach

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INDUSTRY: Consumer products

PROFILE: One of the largest food retailers in the United States


Food retailer increases customer satisfaction by creating an innovative shopping experience

Client requirements:This food retailer wanted to differentiate itself by creating a customized, innova-

tive shopping experience for its customers. To execute its plan successfully,

the company sought the help of a solution provider with expertise in technol-

ogy and the retail industry, capable of a coordinated effort from conception to

design to implementation.

Solution:IBM Global Technology Services and consultants from the IBM National Retail

Solutions Center implemented an IBM Personal Shopping Assistant (PSA) solution

that allows customers to scan and bag their groceries as they shop. IBM consul-

tants also helped install IBM SurePOS™ 700 systems, IBM Self Checkout systems

and IBM Anyplace Kiosk devices, fully integrated through IBM Store Integration

Framework – service-oriented architecture (SOA) middleware. The Store Integra-

tion Framework platform, which was installed on IBM System x™ 206 and 236

servers running Linux® technology, includes IBM WebSphere®, IBM Tivoli® and

IBM DB2® software.

Benefits:• Dramatically enhanced the shopping experience, improving customer

satisfaction

• Boosted the usage of self-checkout stations, putting shoppers in control

and saving time

• Increased sales and efficiency

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LOCATION: United Kingdom

INDUSTRY: Retail

PROFILE: Large clothing retailer


Clothing company positions itself for online success with an integrated IT infrastructure

Client requirements:This clothing company attempted to break into the Internet retail marketplace

with an online store, but the effort proved unsuccessful. The company’s supply

chain and back-end systems were not integrated with its retail brand stores,

resulting in duplicate inventory costs and an inability to take advantage of inven-

tory within the company to fulfill orders. To lay a foundation for a successful

online venture, the company needed to revamp and fully integrate its front-end

and back-end systems.

Solution:The company signed a ten-year contract with IBM Global Services – Worldwide

Strategic Outsourcing, tasking the IBM team with integrating the company’s front-

end point-of-sale (POS) system, back-end operations and online store. The IBM

solution included:

• Rolling out a new POS system to the company’s 1,500 stores, including

IBM SurePOS™ 700 Series registers, IBM 4610 SureMark™ printers and

IBM SurePoint™ 4820 displays

• Integrating the company’s POS applications with its back-end systems

• Deploying IBM System x™ servers to run day-to-day business applications

• Providing ongoing solution support, including help desk services and

application maintenance.

Benefits:

• Provided an integrated and flexible infrastructure, positioning the company

to begin creating a new online store

• Lowered inventory and maintenance expenses

• Enhanced customer satisfaction with the new POS system

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LOCATION: Norway

INDUSTRY: Retail

PROFILE: A leading retail supermarket chain in the Nordic region


Supermarket chain positions itself to improve customer satisfaction with a self-scanning retail solution

Client requirements:In the competitive Norwegian retail environment, this supermarket focuses on

building customer loyalty by meeting shoppers’ demands for innovative in-store

services. To continue in its efforts to provide a unique, highly convenient shop-

ping experience, the company wanted to implement self-scanning technology.

Solution:IBM Global Services – Integrated Technology Services helped the company roll

out a pilot project, implementing a self-scanning solution in two grocery stores.

The pilot was based on a wireless local area network (WLAN) infrastructure from

Cisco and Symbol handheld scanners. The solution allows shoppers to pick up

a wireless scanner upon entering the store, which can be used to scan goods as

they shop. At checkout, a self-registered list of items is transferred to the point-

of-sale (POS) system for payment.

Benefits:• Identified potential reduction of customer queue time by up to 20 percent

• Created opportunity for reduction of 15 minutes per shopping visit per

customer

• Significantly enhanced customer satisfaction and anticipated retention

• Identified expected return on investment within one year

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Arts and crafts retailer leverages a new supply chain solution to increase efficiency

Client requirements:This arts and crafts retailer wanted to enhance its ability to track inventory and

adjust stock according to customer demand. It needed to team with a trusted

technology provider to plan and implement a new supply chain solution that

would improve stock visibility, offer real-time inventory information, and increase

collaboration capabilities with suppliers and distributors.

Solution:IBM Global Technology Services designed and implemented a new supply

chain solution comprising:

• Nine IBM SurePOS™ 700 systems at each of the company’s 900 stores

• Symbol handheld scanning devices

• IBM SureMark™ printers

• IBM System x™ servers integrated with the point-of-sale (POS) and

Symbol devices

• A business-to-employee (B2E) intranet portal based on an IBM

WebSphere® Portal Enable V5.1 solution running on an IBM Systemp™

server environment.

Benefits:• Increased supply chain efficiency by enhancing stock visibility

• Provided real-time inventory reports to help ensure product availability

• Reduced carrying costs and shelf space for low-demand products

• Increased collaboration with suppliers and distributors

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INDUSTRY: Retail

PROFILE: Retailer of arts and crafts materials


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LOCATION: South Africa

INDUSTRY: Retail

PROFILE: Food retailer


Food retailer minimizes risk of data loss and positions itself to save US$3.8 million with an enterprise service bus

Client requirements:This food retailer was relying on a combination of homegrown software, File

Transfer Protocol (FTP) and manual processes to transfer valuable business

information between its 500 stores, distribution centers and offices. Requiring

ten full-time employees to monitor data transfers and manually transfer data, this

system also made it difficult for the company to comply with legal regulations

required for point-of-sale (POS) applications. And power outages—both planned

and unplanned—resulted in the loss of large numbers of data files.

Solution:IBM Global Technology Services implemented an enterprise service bus (ESB)

using IBM WebSphere® MQ Server software, which provides a messaging

backbone, and IBM WebSphere Message Broker for Multiplatforms software,

which provides connectivity and universal data transformation for the company’s

operations. This solution helps protect sensitive business data, provides reports

to demonstrate compliance and monitors data transmissions. The IBM team also

implemented IBM Tivoli® Enterprise™ Console®, IBM Tivoli Monitoring and IBM

Tivoli Configuration Manager software to help ensure optimum performance of

the company’s network.

Benefits:• Reduced support and maintenance needs, resulting in an anticipated

US$3.8 million in savings over five years

• Minimized risk of data loss, even in a power outage

• Improved data quality, reporting and the accuracy of sales figures

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LOCATION: Canada

INDUSTRY: Retail

PROFILE: Fast food restaurant chain


Restaurant chain saves approximately CA$2 million per year with a communications portal

Client requirements:This large restaurant chain lacked an efficient communication channel between

its corporate headquarters and its 2,500 franchises, making its payment pro-

cesses particularly slow and unwieldy. To eliminate payment delays and support

continued business growth, the company wanted to implement a portal solution

that would automate all communication between its corporate office and the

franchise locations.

Solution:

IBM Global Business Services defined the company’s requirements and

designed a portal enabling electronic funds transfer (EFT) and inventory man-

agement functionality. IBM Global Services – Integrated Technology Services

loaded the portal onto the necessary IBM PC workstations and point-of-sale

(POS) hardware. IBM Global Services – Application Management Services

provided employee training and IBM Global Services – e-business Hosting™

Services hosts the solution at its Toronto data center.

Benefits:• Provided savings of approximately CA$2 million per year in staff expenses

• Enabled immediate deposit of payments from franchises to the corporate

offices and facilitated an easier fee-management process

• Significantly improved internal communication

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INDUSTRY: Retail

PROFILE: Fast rood restaurant chain


Restaurant chain gets its franchises up and running with unfailing SurePOS support from IBM

Client requirements:For 15 years, this restaurant chain has relied on IBM to install and maintain IBM

SurePOS™ point-of-sale (POS) systems to support the opening of new stores as

well as stores that have been bought back from franchisees. With 69 restaurants

newly reacquired from franchisees, the company needed IBM to standardize the

POS equipment in each to comply with corporate standards.

Solution:An IBM Global Services – Integrated Technology Services team uninstalled and

removed the old, mismatched equipment and replaced it with new IBM SurePOS

4840 and SureMark™ 4610 technology. Two experienced POS team leads, who

travel the country on a dedicated basis for old and new installations, moves,

adds and changes (IMACs), were teamed with local IBM resources for each con-

version. IBM prepositioned equipment from the IBM integrator in Raleigh, North

Carolina, to local areas to run a tight two-store-per-night installation scenario.

Benefits:• Provided peace of mind—for more than 2,000 store POS installations,

IBM has had the client’s POS systems up and running in time to meet

opening schedules

• Enabled IT staff to focus on core business applications

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Bank reduces TCO with a flexible IT staffing and hosting solution

Client requirements:With recruiting, training and retraining IT staff becoming increasingly difficult and

expensive, this bank was seeking an outsourcing solution that would enable it to

reduce its costs and return its focus to core business competencies.

Solution:Initially, the company established a ten-year IBM Global Services – Worldwide

Strategic Outsourcing contract that included data center, midrange server and

help desk management services. Eventually, this contract was extended to include

application development and break/fix maintenance, user support and application

support services from IBM Global Services – Application Management Services.

And finally, the company added hosting services from IBM Global Services –

e-business Hosting™ Services to support a new mortgage processing system.

Benefits:• Reduced total cost of ownership

• Enabled renewed focus on core competencies, improving customer

satisfaction

• Provided a scalable hosting solution that can expand to accommodate

business needs

FINANCIAL SERVICES


INDUSTRY: Banking

PROFILE: Bank focused on mortgage brokering and lending

SIzE: �,000–9,999 employees

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Accounting firm boosts collaboration and simplifies maintenance with a centralized IT infrastructure

Client requirements:Lacking a centralized IT infrastructure, this accounting firm had been maintain-

ing its data and customer records on individual systems located in each of its

offices. As it a result, collaboration across the company was limited and IT main-

tenance was time-consuming and unwieldy.

Solution:IBM Global Technology Services designed and implemented a centralized IT

model based on IBM BladeCenter® servers. Information from each office is now

held in a central repository and made available securely to business users through

Citrix Presentation Server software. As a result, IT staff can deliver and manage

applications across the business centrally rather than mailing out CDs and instruc-

tions to onsite staff.

Benefits:• Enabled easier, less frequent IT maintenance, freeing funds to support the new

server-based infrastructure

• Provided employees with access to comprehensive data from multiple offices,

significantly enhancing collaboration

FINANCIAL SERVICES

LOCATION: Australia

INDUSTRY: Financial markets

PROFILE: Business advisory and chartered accounting firm


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INDUSTRIAL

LOCATION: Germany

INDUSTRY: Computer services

PROFILE: IT provider for a financial and insurance group in Germany


IT provider saves nearly A5 million with an IBM help desk solution

Client requirements:This IT provider needed to reduce the costs of its help desk solution, which

provides support for IT products, structures and services for more than 40,000

personnel on a daily basis. It sought a flexible service provider that could

manage peak workloads while charging the company for help desk calls based

on usage.

Solution:IBM Global Technology Services developed a flexible user help desk solution to

manage all first-level activities, including password resets, solutions for known

errors, how-to questions and qualified call entry for all problems. IBM also pro-

vides a number of second-level support tasks, such as the design of user help

desk solutions and support for competence teams.

With a set price per call, the solution allows the client to pay only for the services

it uses.

Benefits:• Saved nearly A5 million

• Increased overall help desk quality, ensuring 95 percent reachability within

30 seconds and the resolution of 90 percent of all service calls on first contact

• Established an efficient single point of contact for all IT-related issues

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INDUSTRIAL

LOCATION: Finland


PROFILE: One of the world’s oldest airlines serving more than seven million passengers internationally with scheduled and charter flights

SIzE: 10,000+ employees

Global provider of health protection products improves end user satisfaction with comprehensive IT support services

Client requirements:With its employees frustrated by a lack of efficient, comprehensive IT sup-

port, this company sought a reliable technology provider that could deliver

world-class end user support services and introduce an innovative approach

to issue resolution.

Solution:The company engaged IBM Global Technology Services for a three-year contract

that includes:

• Complete end user support, from workstation installation to workstation removal

• A central help desk, featuring multiple language support, 24x7 service and ser-

vice level agreements (SLAs) for resolution times and accessibility

• A ticket-tracking system

• Support during rollout projects.

The Global Technology Services group has introduced new approaches to IT

issue resolution and maintenance, including a self-help portal, automatic pass-

word resetting, individual ticket reports, regular service meetings and monthly

reports addressing primary IT issues.

Benefits:• Decreased PC installation time from eight weeks to one week

• Decreased help desk response time from minutes to seconds

• Enhanced end user satisfaction levels

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INDUSTRIAL

LOCATION: Germany

INDUSTRY: Industrial products

PROFILE: Industrial materials producer


Industrial materials producer gains a clear view of its output environment and positions itself to cut expenses by 30 percent

Client requirements:After a number of mergers and acquisitions, this company’s output hardware

environment had become muddled. Unsure of how many printers and photo-

copiers it owned or how many vendors and warrantees it needed to manage,

the company sought outside expertise to help it regain control of its resources

and costs.

Solution:IBM Global Technology Services took inventory of the various printers and

copy machines used at each of the company’s 12 output locations, noting

the number of documents handled and costs reported. Using this informa-

tion, IBM developed a comprehensive assessment of the company’s existing

output infrastructure and created a target scenario for maximum productivity

and cost management.

Benefits:• Provided a transparent view of the output infrastructure and related costs

• Outlined a scenario that, if applied, will result in a streamlined procurement

process and a 30 percent decrease in output-related expenses

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INDUSTRIAL


INDUSTRY: Professional services

PROFILE: Specialized mail and print provider

SIzE: ��–99 employees

Mail and print provider leverages new continuous-form printing technology to enter a new market and grow revenue

Client requirements:To diversify its offerings and enter the promising new transactional printing mar-

ketplace, this mail and print provider needed to upgrade its printing technology.

Its existing printers were too expensive to maintain and too slow to handle large

transactional print jobs.

Solution:IBM Global Services – Integrated Technology Services installed two IBM

Infoprint® 4000 continuous-form printers equipped with IBM Advanced Function

Presentation™ technology, an industry-standard solution for streamlining print-

ing processes. After the initial solution implementation, the company added four

more IBM Infoprint 4000 printers and two IBM Infoprint 2000 cut-sheet printers,

which the company uses as backup and failover printing systems. In addition,

the company deployed IBM Infoprint Manager V4.2 for Microsoft® Windows®

software, an enterprise print management solution that automates and controls

core printing processes. IBM is providing ongoing maintenance services to

ensure high availability.

Benefits:• Tripled revenue by expanding into the transactional print marketplace

• Reduced overall cost base through usage-based fee structure

• Provided automation capabilities that significantly speed the completion

of large print jobs

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INDUSTRIAL

LOCATION: Thailand

INDUSTRY: Computer services

PROFILE: Systems integrator and IT provider


Systems integrator and IT provider consolidates its servers and positions itself for ITIL compliance

Client requirements:This quickly growing computer services provider lacked a master IT platform.

With disparate and siloed IT systems at each of its companies, its server platform

was difficult to manage and expensive to maintain. Plus, the company wanted

to add further value to its existing customers and to attract new accounts by

becoming IT Infrastructure Library® (ITIL®) and BS 7799 compliant.

Solution:Using dynamic logical partitioning and virtualization technologies, IBM Global

Technology Services consolidated 150 of the client’s outdated servers onto

two new IBM System p5™ 595 servers running the IBM AIX® 5L™ V5.3 operating

system. The IBM team also provided extensive training in ITIL process-based

methodology to help the company adopt ITIL processes and best practices

across its enterprise.

Benefits:• Put in place solution to reduce server administration staffing demands by an

estimated 20 to 30 percent

• Provided superior technology and a clear roadmap for the future

• Ensured a smooth transition to compliance with ITIL standards

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INDUSTRIAL


INDUSTRY: Automotive

PROFILE: Motoring association and roadside assistance provider

SIzE: �,000–9,999 employees

Motoring association implements a new IT infrastructure and reduces its operational costs by more than £20 million per year

Client requirements:Following a recent acquisition, this motoring association was required to sever

all IT ties with its former owner within 12 months of the deal’s closure. Facing

the need to create a new infrastructure from the ground up, the organization

saw both a challenge and a “clean-slate” opportunity to create additional busi-

ness value within the organization by transforming all aspects of its operations.

It needed to build an IT infrastructure that would support business innovation,

cost-efficient growth and improved customer service.

Solution:IBM Global Technology Services migrated the association’s infrastructure into

two data centers managed by IBM and built specifically for the project. Then, to

enable efficient monitoring and management of the new infrastructure, IBM built

a standardized systems management platform using a set of IBM Tivoli® software

components. This advanced service management layer runs on a cluster of IBM

System x™ servers.

Benefits:• Reduced yearly cost of operations by a more than £20 million

• Reduced IT costs by 40 percent and IT workforce by 60 percent

• Increased profits by more than 100 percent in two years

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PUBLIC

LOCATION: Poland

INDUSTRY: Government

PROFILE: Government agency responsible for the funding of national environmental initiatives

SIzE: 100–�99 employees

Environmental agency boosts efficiency with a centralized document management solution

Client requirements:Involved in planning several government projects, this agency was being flooded

with e-mails and faxes containing critical information, including elaborate proj-

ect plans and advice from environmental experts. While the organization was

able to retain all of this information, its system was unorganized and inefficient.

Employees had to spend time hunting down individual files, and multiple users

were unable to open the same electronic document simultaneously. To enhance

efficiency and make information more readily accessible, the fund began looking

for a centralized document management framework.

Solution:The organization teamed with IBM Global Technology Services to implement a

solution based on IBM Lotus® Domino® Collaboration Express software and the

Lotus software-based iDoc offering from IBM Business Partner Advatech. The

IBM staff loaded the new software on the client’s fleet of 400 newly purchased

IBM IntelliStation® POWER™ 185 Express workstations. Beyond the initial imple-

mentation, the client also contracted IBM Global Technology Services to provide

ongoing system management and maintenance.

Benefits:• Reduced operating costs

• Improved staff efficiency

• Increased agency productivity

• Helped ensure system availability

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PUBLIC

LOCATION: French Polynesia


PROFILE: City government for an overseas territory of France

SIzE: More than 100,000 constituents

City government reduces crime levels with real-time video monitoring capabilities

Client requirements:Lacking a centralized security system, this city relied on aging video surveil-

lance equipment to secure its building and parking lots. This limited approach to

securing the city’s buildings and surrounding property led to an increase in theft

and intrusion. To improve the safety of its facilities, the city needed to implement

a new security solution using the most advanced technology available.

Solution:The city purchased a real-time video monitoring system (rtVMS) solution from

IBM Business Partner VIMATEC and engaged the company to install and

integrate the solution into the city’s vast network. The rtVMS solution combines

IBM Internet Security Systems software with IBM hardware to leverage best-of-

breed intelligent image analysis subsystems. It is running on two IBM System

x3400 servers in a Microsoft® Windows® 2003 Server environment. The city also

engaged IBM Global Technology Services to provide three years of comprehen-

sive maintenance and support services for the new video monitoring solution.

Benefits:• Reduced crime levels and set a new standard for safety in the city

• Provided a complete, integrated security system that is easy to monitor

and maintain

• Helped ensure that the solution stays up and running in top condition

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PUBLIC



PROFILE: Agency responsible for the processing and payment of dental claims

SIzE: 100–�99 employees

Government agency Web-enables its claims processing application and achieves compliance

Client requirements:To comply with a government initiative, this agency needed to upgrade its IT

platform, enable its claims processing application to handle the bulk of claims

online and enhance its disaster recovery plans.

Solution:The agency engaged IBM for a seven-year contract, which included:

• Web-enabling its electronic claims processing application

• Running a centralized help desk for dentists accessing the application

remotely

• Managing the agency’s host systems, end user support and local area network

(LAN)/wide area network (WAN) support

• Implementing comprehensive disaster recovery plans.

Benefits:• Protected the agency’s investment in legacy systems

• Provided access to a wealth of knowledge, skills and technologies

• Offered solution flexibility and scalability

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PUBLIC



PROFILE: Council for a large county in the United Kingdom


County council reduces its TCO by engaging IBM to manage its hardware infrastructure

Client requirements:When it came time to update its aging IT environment, this county council

wanted to move away from traditional hardware provisioning to an agreement in

which its equipment would be constantly refreshed at predetermined intervals.

To support its diverse IT requirements, the council needed to team with a reli-

able service provider that could offer a high level of service while keeping overall

costs low.

Solution:The council signed IBM Integrated Technology Services to a five-year service

contract for managing the replacement of its mail, storage, server and desktop

environments. Initially, IBM will roll out 9,000 client devices, including ThinkCentre

desktop PCs, ThinkPad notebooks and Tablet PCs. IBM’s perpetual refresh pro-

gram ensures that the client’s PCs will be refreshed every three years and that

the back-office infrastructure will be updated every five years.

Benefits:• Ensured regular hardware refreshes to keep technology current

• Reduced total cost of ownership (TCO) for the IT environment

• Freed IT staff to concentrate on core business activities

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PUBLIC

LOCATION: French Polynesia


PROFILE: Postal service agency


Postal service agency gains peace of mind with a real-time video monitoring system

Client requirements:After enduring a series of break-ins and robberies, this postal services agency

wanted to implement a high-performance, scalable video surveillance solution

to provide 24x7 monitoring of its high-risk locations.

Solution:IBM Business Partner VIMATEC implemented an IBM real-time video monitoring

system (rtVMS), an open-architecture surveillance solution including IBM Inter-

net Security Systems Security Operating System software, 90 analog cameras,

20 Internet Protocol (IP)-based cameras, ten IBM IntelliStation® Z Pro worksta-

tions and three IBM System x3400 servers. To maintain high performance and

availability, IBM Global Technology Services provides remote support and main-

tenance of the system.

Benefits:• Dramatically improved the agency’s security infrastructure, helping to protect

its employees and sensitive information

• Provided a scalable solution designed to meet future growth objectives

• Offered a low total cost of ownership, which includes maintenance and

support services

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Discover new ways to access client references References are used by sales teams to gain advantage during every stage of the sales cycle—such as creating inter-

est, augmenting ongoing discussions, increasing the credibility of proposals and differentiating IBM during final decision

making. Here are some tools you can use to make sure that you can locate the exact reference you need, exactly when

you need it.

IBM Worldwide Client Reference Materials Database

The most up-to-date references—be sure to bookmark this database: w3.ibm.com/sales/ssi/crmd.html

w3.ibm.com/sales/ssi/crmd.html

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IBM Global Technology Services Client Reference Presentation Slide Library

An easy-to-use, interactive collection of ready-to-use client reference slides

http://w3-3.ibm.com/services/salesone/Global/html/shell_popup.html

http://w3-3.ibm.com/services/salesone/Global/html/shell_popup.html

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Client References Help Desk

Get quick, personalized assistance with client reference research.

Now available through the Deal Hub portal, the Client References Help Desk provides Level 2 support for sellers in

all geographies who need help searching for client references.

Here’s how it works:

1. Go to the Deal Hub portal.

2. Select your geography and language preferences.

3. Sign in using your intranet identification and password.

4. Click on “Client References” in the Client References/Marketing/ICAP Support section.

5. Complete the form provided.

6. Receive a response within 24 hours.

http://w3.ibm.com/sales/dealhub

BACKEXITMAINFOR IBM INTERNAL USE ONLY—NOT FOR DISTRIBUTION TO CLIENTS

© Copyright IBM Corporation 2007

IBM Global Services Route 100 Somers, NY 10589 U.S.A.

Produced in the United States of America 04-07 All Rights Reserved

IBM, the IBM logo, AIX, AIX 5L, BladeCenter, DB2, Domino, e-business Hosting, Infoprint, Logus, IntelliStation, POWER, SureMark, SurePoint, Sure-POS, System p, System p5, System Storage, System x, Tivoli, Tivoli Enterprise, TotalStorage and WebShpere are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both.

Intel, Intel Xeon and Pentium are trademarks or registered trademarks of Intel Corporation or its sub-sidiaries in the United States and other countries.

IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce.

ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.

Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.

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

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

References in this publication to IBM products and services do not imply that IBM intends to make them available in all countries in which IBM operates.

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