Tivoli Spanish User Group Bob Evans…Director EMEA Support

1. Tivoli Spanish User Group Bob Evans…Director EMEA Support <date>Speaker/Title

2. Agenda: • Tivoli Customer Support • Update on Customer Issues • Feedback – Going Forward

3. Listening to our customers… • “Be responsive and provide quicker resolution 7x24” • “Defined escalation path when my issues are not being resolved” • “Enable me so I am more productive & knowledgeable” • “Problem prevention - not just problem resolution” • “How does Tivoli/IBM measure it’s success?”

4. Worldwide Support Areas North America Latin America Asia Pacific EMEA – Europe, Middle East, Africa North/NordicRegion West Region South Region Central/CEE Region Germany Austria Switzerland + Eastern Europe

5. 6 Support Focus Global presence • Americas - - - Austin, Raleigh, San Jose • EMEA - - - London, Rome • Asia/Pacific - - - Sydney, Tokyo 24 x 7 access around the world! • 12k+ calls per month globally • 450+ support resources around the world • 300+ services resources around the world Additional partners provide incremental skills

6. Tivoli Support Structure Customer IBM Call Center Web Interface Regional Frontend Backend Development

7. “Be responsive” Provide quicker resolution 7x24 • PMR Inventory reduced • Inventory to Receipts Worldwide Ratio = 79.5% • Decreased Response Time Requirement - 2 hours all severities • Better coordination with worldwide teams for smooth transition to best skills • Web submission encouraged to quicken access to deeper skills • WW focus on providing access to Support knowledge through the Solutions database • Download, solutions and product information in one location, www.ibm.com • Over 16K solutions are contained in the knowledge database • Level 2 & Development focus on teaming • APAR Inventory reduced 50% in 12 months

8. Being Responsive - Focus on customer issues • On-sites increasing to ensure resolution to customer’s most critical issues • Level 2 & Field Team have increased on-site year over year • WW Support Alignment • Utilization of entire support organization around the world • Continued skill development by using best skills in cross-geo teams • Better after-hour support coverage and response. • Local Support Teams provides proactive view to account issues • Look at key indicators to identify problems before customers are impacted.

9. Being Responsive – continued • Support and Services Relationship Program • Act as a focal point within IBM/Tivoli for customers Refer customers to the appropriate support group/program • Coordinate meetings to regularly discuss issues • 55 Customers are participating • Tivoli Assessment Program • Deployment focused: For accounts that are going through large-scale deployment and process-related issues • Focus on the software deployment • People • Process • Technology

10. “Problem prevention - not just problem resolution” - Support Technical Exchange • Proactive education exchange from Support providing:  • Product information • Trouble-shooting tips • Problem solving resources • How does Tivoli Support Technical Exchange work? • Review the schedule of Exchange sessions and register online athttp://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html • . • Past STE presentations are listed on the schedule with presentations and/or replay option links. • 250 companies have participated in an STE session

11. “Defined escalation path when my issues are not being resolved” • Escalation of PMR Management continues to simplify worldwide • Duty manager provides 24 hour follow-up call on all escalations • EMEA: Duty Manager in each region as well as overall Tivoli Duty Manager on +44 1753 780 838 • Escalation flow: • EMEA: Local Country -> Regional Duty Manager -> Tivoli Duty Manager -> EMEA Support manager/director • Escalations are tracked and analysis done for preventative escalation management

12. Enabling Customers through IBM.COM • IBM Software Support Site • Provides Consistency across the Brands • Common information provided by the brands • One place to Submit, track and update PMRs • Additions to IBM.COM • End of Support Matrix • User Group Web Page • Supported Operating Systems, Databases and Hardware information • All Tivoli Patches • Expanded Features on IBM.com • New PMR submission Tool • Dynamic Language Translation… 8 Languages and increasing • Personalization - My Support Portal • You customize how your product information gets presented • E-mail notification on product specific information you request

13. “How does Tivoli/IBM measure it’s success?” • Customer Satisfaction of Support Organization • Surveys sent to customers at PMR closure • Provides direct feedback on PMR management • Management reviews every survey • Viewed as number one measurement & report card • Viewed as number one metric and included in management objectives • 2000 = 66% • 2001 = 74% - 82% • 2002 = Every month above 85% 2003 = continued improvement in EMEA

14. Summary:Our customers expect and deserve robust well-supported products from IBM Tivoli. • Tivoli is focused on its’ customers • We are delivering on our commitments • We are embracing IBM and the values of the corporation • Leveraging common technology across IBM • A committed Executive team

15. Focus Areas Feedback

16. Useful Links • Support Technical Exchange • http://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html • View Test Cases for Verification Testing • http://www.ibm.com/support/retmgr.wss?rs=0&rt=0&org=SW&doc=7002005 • IBM.com • Global search feature on our brand page not provided by SWG • http://www-3.ibm.com/software/sysmgmt/products/support/ • End of Support Page • http://www-3.ibm.com/software/sysmgmt/products/support/eos.html • Duty Manager Escalation Process • http://www.ibm.com/software/sysmgmt/products/support/Tivoli_Escalation_Process.html