Client Success Story – Insurance brand achieves improved service levels and lower costs on IBM software maintenance

Like many parts of the Group, <Brand Name> continues to operate legacy IBM systems and software. The software maintenance contract approached the renewal date and the prospect of another major hit on the IT budget loomed. Rather than accept the inevitable impact, Firstname Surname, Head of IT questioned the value the maintenance contract had delivered in the previous year. The outcome from that review was illuminating.

Despite spending over €300,000 on IBM software maintenance, within <Brand Name> there was a perception that IBM were more reactive than proactive. To compound this situation there were two logged software support incidents and one was still outstanding after six months. IBM failed to provide any triage or assistance in addressing these issues. The IBM resolution plan for each of these incidents was for to upgrade to the latest version of software. This would have been a costly and time consuming exercise. Escalating matters through IBM’s account management structure proved challenging. The reality of dealing with a large global technology vendor meant that it felt increasingly more like being an account number rather than a client.

Firstname turned to <our company> to get a better understanding of how an independent service provider could manage and maintain the IBM software systems on Infosphere and Websphere at . The difference in service levels and costs between <our company> and IBM were compelling and prompted a decision to switch the IBM software maintenance contract to <our company> in January 2015.

The <our company> team at helped to manage the contract and service transition. All key stakeholders at <Brand Name> were involved in the transition process including the Head of IT, the Head of Service Management and the key technical resources responsible for the IBM software. As part of the transition process <our company> assisted in the download and backup of all available patches and upgrades to ensure they are available for application if needed in the future. In addition <our company> integrated all the incident and change management functions needed to enable a seamless transition. In a marked contrast to the previous year, <Brand Name> now has a dedicated relationship manager, planned maintenance meetings with the technical support team, proactive risk management of IT system changes with the development team and software advisory support. While the number of incidents raised with <our company> have been low, they have actively engaged with the <Brand Name> support team. They have triaged the issues and provided constructive feedback and workarounds based on the version of IBM software installed on the <Brand Name> infrastructure. This improvement in service levels has been accompanied with a net reduction in software maintenance costs of 35%.