India/South Asia
WEB Solutions
END USER SERVICES- CASE STUDIES
© 2009 IBM Corporation
EUS
Description
• On line Web ordering tool tailored to the customer project and managing the planning,
the order, and the rollout of end user devices
• Web project management workflow tool to coordinate the installation among multiples
players (IBM, customer, Project Mgr, third party suppliers, …)
• Web access to deployment information
Business Needs (Customer needs, IBM needs)
• Order, Deploy and Install IT solution in multiples locations (branch offices, retail stores,
subsidiaries, franchisees, agents, dealers, …)
Value Proposition (Tangible benefits, intangible benefits)
• Provides a one-stop source for the planning, design, order management, assembly and
integration, and onsite installation of mainstream and special-purpose end user devices.
These services also include solutions-in-a-box—preconfigured hardware and software
solutions tailored to specific business needs. Whether clients have PCs, wireless and
mobile devices, kiosks, ATMs, point-of-sale (POS) devices, printers or other specially
designed printing equipment, IBM can integrate and customize multiple end user
devices to reduce onsite disruptions, help increase employee productivity and improve
customer service—while freeing clients’ IT staff to focus on creating new business value.
2
GMU WEB Solutions
Reference Case C – Haier EUS Service Management Tool
Customer’s situation
IBM manages Haier DMS project to provide End user support services in 49 cities
around China, with 11,000+ support seats. Both customer and IBM GTS
sales/deliver team expect a better project management with a systematic service
management web eSolution tool.
Customer & IBM’s requirement
customer need to strengthen interactive communication with IBM, and increase
service level transparency, control service delivery progress and quality.

IBM sales/deliver team expect to standardize service request management,
control service quality and SLA management, improve efficiency on data
collecting and produce regular report.

Results and benefits
As a differentiating factor compared with competing offering to help IBM EUS
ITD team better manage project process.
Online SLA management improve service level transparency and response time.
Online project tracking/management mechanism which help IBM services
management team monitor and control the project progress and service quality.
Automatic system function will improve the operational efficiency of IBM EUS
ITD team.
Value-added eSolution system will increase customer’s satisfaction and loyalty,
which could bring more business opportunity for IBM.

An internet based EUS management web
platform built for Haier to enable IBM ITD
team and customer online request for
service, task assignment, view service
status, reporting and service history.
Launch Time: Mar.2009
Rev Target Q1-Q3 2009: $400k
Stretch revenue in next 3 years : $1.6M
(base on contract renewal negotiation
final result in 2H of 2009)
"With this enhancement, we can
transform Haier DMS project delivery
maturity to next level. And I believe
we can win more business with this
powerful weapon.“
Allan Wu
EUS Competency Mgr, IBM CN
"DMS is a growth opportunity along
with managed services for China in
the next 18 months. Let's go establish
IBM market leaderhip in this space !!
Well done again !“
Janet Ang
Vice President of ITS, IBM CN
Reference Case D – Owens Corning EUS Service Management Tool
Customer’s situation
IBM encountered strong competitors on OC DMS contract renewal, and lost OC
DMS to TATA in North America. To win back the contract renewal in China, EUS
team and web team propose and deploy DMS management web eSolution to
address both customer and IBM team's business requirement.
Customer & IBM’s requirement
customer need to strengthen interactive communication with IBM, and increase
service level transparency, control service delivery progress and quality.

IBM sales/deliver team expect to standardize daily service request management,
control service quality and SLA management, improve efficiency on data collecting
and produce regular report.

Results and benefits
As a differentiating factor compared with competing offering to help IBM EUS ITD
team better manage project process.
Online SLA management improve service level transparency and response time.
Online project tracking/management mechanism which help IBM services
management team monitor and control the project progress and service quality.
Automatic system function will improve the operational efficiency of IBM EUS ITD
team.
Value-added eSolution system will increase customer’s satisfaction and loyalty,
which could bring more business opportunity for IBM.

An internet based EUS management
web platform built for OC project to
enable IBM service delivery team and
customer online request for service,
task assignment, view service status,
reporting and service history.
Launch Time: Feb.2009
Rev Target in 2009: $70k
"It is very meaningful for IBM. IBM
lose DMS to TATA in North America,
but we win back the China & AP HQ
here, against TATA US&China headto-head. This project is also the first
IBM web eSolution in DMS delivery in
China. As the decision maker is my
close friend, he told me the decision is
really for IBM value, not relationship.“
Mark Zhou
IBM CN ITSM
Reference Case H – TW DMS Common Site
Project’s situation
This is a new initiative raised from GTS EUS team. They will provide an End-toEnd EUS offering to multi-customer with multi-partner. The offering starts from
ordering to maintenance service. There is no tool for GTS EUS team to manage
the overall ordering flow between multi-partner and multi-customer. Therefore,
there might be communication gap between customer, IBM PM and Partner for
order status and follow-on actions.
Customer & IBM’s requirement
• Build a common platform for Customers to purchase DMS related products with
united online catalogue provided by multi-vendors.
• Customers may shop multi products online and multi vendors, with multi-stage
shipping applying and management.
• Provide flexibility for IBM to provide customized catalogue, prices and products
to different customers. Easier to manage customer relationship.
• Keep overall transaction records online, and may be exported as summarized
report for all parties.
Results and benefits
•
•
•
Improve Efficiency: IBM PM and customers and Vendor could communicate
via WSE to improve efficiency and stay at the same page among team.
Avoid human error: Vendor upload catalogue via WSE and customer/PM
view catalogue at WSE to avoid file missing.
Clear project tracking: Customer and PM could review the overall order
status and PM is easy to have overall report to present customer how good
we are.
An internet based EUS ordering
management web platform built for
Multi-customer who has EUS DMSLite contract with IBM to enable IBM
PM team and multi-partner for overall
order status and tracking.
Launch Time: July. 2009
“DMS Common Site is the key
successful factor to overall DMS-Lite
offering. Without this Web eSolution,
we couldn’t provide the End-to-End
offering to customer and manage the
status between multi-customer and
multi-partner.”
Kevin Kao
IBM TW EUS SPLM