IBM China Services Capability

IBM Global Technology Services 

IBM China Services Capability 

Mark Zhou 

Integrated Technology Services Manager 

© Copyright IBM Corporation 2007

IBM GTS in 2007 


GTS, 

the Collaborative Innovation Partner 

GTS is the leader/expert in transforming IT infrastructure to generate business advantage for growth 

1 

2 

3 

Themes 

“Enabling Biz Flexibility” 

Client Pain Points: 

• Align IT infra. with biz 

strategy 

“Mitigating Risk” 


• Make IT infra. adapt to biz 

change 

• Maintain a HA system 

“Optimizing IT” 


• Integrate legacy & 

heterogeneous systems 

• Protect IT Investment 

A. Partner for 

Innovation 

Abundance of resources 

to help you for 

innovative breakthrough 

• Global Innovation 

and R&D 

capabilities 

• Industry /technology 

partners that IBM 

integrated 

• Intellectual assets 

as a power tool 

B. Authentic Blue 

Professionals 

Certified, experienced 

Blue professionals with 

expanded coverage 

• Certified with SI 

Certification and 

awards recognition 

from market 

• Services coverage 

over 20 cities in 

China 

• More than 2000 IBM 

professionals with 

solid skills 

• Global expertise & 

standardized 

services 

C. Localized 

“China” Services 

Well-established 

infrastructure and team 

for China needs 

• Extensive coverage, 

support scheme for 

big and small 

enterprises 

• Experienced in 

helping clients in 

past decade 

• Excelled 

Competency 

cultivated by IBM 

trainings / 

methodology with 

localized insights 

Benefits to Clients 

• Drive business model 

innovation 

• Ignite technology & 

business integration 

• Reduce operational risks 

• Protect vital assets and 

improve internal 

governance of legal and 

regulatory compliance 

• Increase operational 

leverage on IT 

• Optimize legacy systems 

4 

“Enhancing IT” 


• Complex IT project 

implementation 

Innovation 

IT Skills 

Experience 

• Fulfill business 

requirement on IT 

• Enable internal & external 

collaboration 

2 

| 13 December 2007 



Our People: 

Certified, experienced blue professionals 

3 




Global Technology Services consists of ten service product 

lines that address the breadth of our clients’ IT needs 

IT Strategy and 

Architecture 

Middleware 

End User 

Maintenance and 

Technical Support 

Provide single assess/plan 

capability, roadmap, and 

technical design for client IT 

environment and 

infrastructure 

Offer client services related 

to middleware infrastructure 

to unlock business potential 

Support the end user 

environment across the 

lifecycle and for all end user 

devices 

Integrated 

Communications 

Support services from product 

maintenance through solution support to 

maintain and improve the availability of 

your IT infrastructure. 

Design, implement, and 

manage networking 

environments/applications 

optimized for anytime/ 

anywhere integrated 

communications 

Storage and Data 

Our clients 

Business Continuity 

and Resiliency 

Simplify storage and data 

management while enabling 

business growth and 

regulatory compliance 

Enable business and IT 

availability and continuity, for 

both normal day-to-day and 

unusual/crisis operations 

Server 

Security and Privacy 

Site and Facilities 

Optimize IT server capacity, 

cost, and integrity across the 

lifecycle –in both data 

centers and the field 

Help safeguard client 

information assets, anticipate 

future risks, and respond 

Help clients manage their 

data center and IT facilities, 

from plan and build out to 

consolidate and upgrade 

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IBM China Customer Support Center 

5 




We have 5 Customer Support Centers in China 

Beijing 

Tianjin 

Shanghai Pudong 

Shanghai CNC 

To be ready by year end 

Shenzhen 

6 




Table of IBM Shanghai Data Center Infrastructure & Levels 

Features Levels 

3 

3+ 

4 

Hogan Data Centre 

Dual Electric Utility Feed 

 

 

 

 

Dual Power Path Above 600V 

 

 

 

 

UPS System 

N+1 

N+1 

2N 

500kVA in N+1 

Standby Generators 

N 

N+1 

N+1 

1,000kVA in N+1 

Fuel Pump Systems 

N+1 

N+1 

N+1 

 

Dual Power Path to PDU 

 

 

Dual Power Path for Dual Power Cord Loads 

 

 

 

 

Dual Feed CAC Units 

 

 

 

 

Chiller Plant – N+1 Redundancy 

 

 

N+1 

4 sets of chillers in 3+1 

Redundant Tower Water Make up Supply 

 

 

 

 

Raised Floor – CAC Units 

 

 

 

Critical Load – Cooling Systems – N+1 

 

 

 

In 5+1 configuration 

Automation & Monitoring 

 

 

 

 

Single Points of Failure Eliminated 

 

Designed, achieve on Demand 

7 x 24 Facility Operator Coverage 

 

 

 

 

Mechanical Systems – Concurrent maintenance 

 

 

 

 

Electrical Systems – Concurrent maintenance 

 

 

 

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Server Managed Services 

Hotline Services 

• 24x7 single point of contact 

• Technical assistance and onsite operation 

Security Services 

Network 

Management 

Services 

Backup and 

Restore Services 

System Administration 

and Operation Services 

Network 

Monitoring Services 

• Physical security control 

• Logic access control 

• System security services 

• Managed security services 

• Monitor availability 

• Backup/restore setting 

• Scanning switch 

• Policy design 

• Daily Operation 

• Report 

• Ping 

• Threshold 

• Report 

• Server installation 

• OS installation 

• Network installation 

Server 

Management 


Server 

Monitoring Services 

• Platform support 

• Patch installation 

• Performance mgmt 

• Capacity planning 

• System administration 

• Trouble ticket system 

• Ping/URL/ 

Threshold/Process 

• Report 


Management 


• Problem 

Management 

• Change 

Management 

• Services Level 

Management 

Asset Management 

• HW asset tracking 

• SW asset tracking 

• Reporting 

Data Center Infrastructure 

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A Chian Local Super Market --- Supply Chain Management 

System Hosting 

• Industry: Distribution 

• Country: China 

• XXX Supermarket Holdings Co., Ltd. is 

the largest retailer in China. 

Company Challenges 

• Unhealthy composition of revenues 

• High competition from foreign players 

• Encounter the bottleneck of sustaining the 

growth and leading position 

• Big international retail groups such as Walmart 

and Carrefour have built their own 

powerful supply chain management 

platforms 

• Customer needs to implement its crossregional 

development strategy, and 

improve its operational and management 

efficiency 

IBM Solution 

• 6-year Hosting project, server hosted in IBM Managed 

Shanghai CNC IDC 

• Full Managed Server Support 

• Server threshold monitoring / performance management 

and capacity planning 

• Backup / restore design, implement and operation 

• DB2 administration, WebSphere middleware support 

• Network threshold monitoring and internet VPN mgmt 

Benefit 

• Increase the accuracy and timeliness of information exchange 

on “placing order-supplying goods-checking accounts”, and the 

sales/inventory data can be accessed by suppliers 

transparently, therefore the operational cost is greatly reduced, 

efficiency and productivity is highly enhanced. 

• Capability of supporting sustaining growth – the SCM platform 

is capable of processing over RMB70 billion (est.) of 

transaction vol. 

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BCRS Managed Services 

BCRS Consultant 

‣ Risk Analysis / Business Impact Analysis / Recoverability Analysis 

‣ Disaster Recovery Strategy & Solution Design 

‣ Disaster Recovery Plan & Maintenance 

BCRS Managed Services – Dedicated Mode 

‣ Dedicated equipment and environment at IBM Support Center (equipment can be 

owned by IBM or customer) 

‣ Provide consultant, design, implementation, maintenance, operation, and project 

management services 

‣ Data backup thru network connection (customer to sign a separate contract with 

Teleco provider) 

‣ 24x7 operation and helpdesk services 

BCRS Managed Services – Shared Mode 

‣ Disaster recovery equipment (server, storage, tape library, networking, seats, etc) is 

shared among client. 

‣ Price is much cheaper than dedicated mode; first come first serve. 

‣ Use tape for recovery. 

‣ Basic services not including consultant, disaster recovery planning (DRP), IBM offers 

shared mode equipment, seats, fix hours drill test and disaster usage, fee services is 

available for additional hours. 

10 




 

DR Services – (Share mode)) 

 

IBM 

 


Provide DR facilities 

within 24 hours 

DR Center 

IBM Customer Support Center 

Beijing BDA, Yi Zhuang, Beijing. 

Drill Support Services 

48 hours drill every year. 

Machines for recovery 

ServeriSeries * 1 

pSeries * 1 

xSeries * 4 

StorageDS4200 

Tape LibTS3200 

Data backup 

Data back up solution 

Workplace Recover 

18 seats 

Convenient lodge and Transportation 

11 




Network, Site and Facility 

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Qualification and Certification in Intelligent Building Market 

• IBM global service chinaIBM IT infrastructure and architecture service adhere to 

integrating information technology and customer business value . Provide solution for 

network, cabling, datacenter, intelligent building or manufacture site. 

• By nowIBM in China completed many huge system integration, and obtained intelligent 

building profession design class A certification. Construction intelligent chemical project 

contract Class 2 certification( Electronic project contract Class 3 certification) and 

Information industry department Class 2 integration certification. 

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e-Workplace solution 

e-WorkPlace Solutions 

Support office 

Shared office 

Satellite office 

Private 

workspace 

Collaboration space 

Data center 

Free address seat 

 

Solution Space 

Network 

Home office 

Smart Home 

KN work seat 

(concentration) 

Work/life support space 

(common space) 

On-demand workplace 

Mobile 

environment 

Knowledge DB 

e-Environmental Solutions 

Physical e-Place 

Virtual e-Place 

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e-Factory Solution and sub-systems 

• LAN —factory office automation, manufacture, industry control management 

system platform. 

• Green data center 

• Cabling 

• IP telephone and PABX 

• Wireless system 

• Power monitoring system 

• Security system 

- Access door control and work attendance. 

- Factory perimeter and infrared alarm system 

- CCTV monitoring and Critical manufacturing area CCTV 

• Facility equipment control system such as FMCS or BMS.( Control air 

conditioning ,exhaust ,process cooling water, chiller, ultra water system, waste 

water, gas) 

• Intelligent integration management system. 

15 




e-Factory system Architect 

16 




Network Service Introduction in China 

• Before 1999, IBM sales itself network products mainly. 

• After 1999, Focus on providing solution and integration. 

• Over 10,000+network experts, designers and deliver engineers in the world 

• In China IBM network service reaches 0.4billion RMB per year, over 100 

contracts per year. 

• In China maintain 45000 network equipment. Cisco equipment occupies 40000 

• 2004/2007 year – Cisco Asia pacific best integrator. 

17 




IBM ACS Series Products 

IBM ACS takes response to European Union environment 

specification actively. IBM ACS products meet the restriction of the 

use of certain hazardous substances RoHSThe Restriction of 

the use of certain hazardous substances in electrical and 

electronic equipment 

IBM ACS successful cases 

Shanghai SECCO petrol 10000 points 

Yang Zi-BASF fiber backbone 76 KM 

Bank of China 13000 points 

Capital international airport 13000 points 

Shanghai Pudong international airport phase II 30000 points 

Shenzhen city plaza 24000 points 

Shanghai world finance center 10000 points 

SuZhou telecommunication center building 12000 points 

Shenzhen Huawei R&D center 44000 points 

Daya power plant 12000 points 

China Petroleum headquarter over 20000 points, 5000 points on the table 

18 




IBM China Unified Communication Case: Audio(IP telephone), Data, Video 

Applications 

Lotus Notes 

Intranet LDAP Portal 

Integrating voice, 

video, and 

collaboration on 

the desktop 

Any HTML Document 

Click to Call a Notes sender 

Click to Call anyone 

in BluePages 

Lotus Sametime 

Click to Call a 

document author 

Click to Call anyone 

in Sametime 

19 




Infrastructure Virtualization 

20 




PC Server Virtualization Solution 

Solution 

• 4-way Virtual SMP allows single virtual 

machine to use up to four processors 

simultaneously 

• Extended memory for virtual machines – up to 

16GB RAM per VM 

Customer Value: 

‣ Lower cost 

‣ Better utilization 

‣ Easier management 

• Performance improvements across the board - 

up to 50% better for targeted workloads 

21 




Virtual client computing – the difference from desktops 

Client 

OS / App 

Image 

Client 

OS / App 

Image 

Enterprise 

Servers 

Client 

OS / App 

Image 

Desktop Clients 

Computing resources and 

applications are no longer 

tied to a location, a device or 

a user 

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Client 

OS / App 

Image 

Client 

OS / App 

Image 

Client 

OS / App 

Image 

Enterprise 

Servers 

Mouse clicks & 

keyboard strokes 

Existing cabling and 

Network Infrastructure 

Thin Clients 



IBM Virtual Infrastructure Access is a key component within 

the user platform environment—a “virtualized client” service 

Mobile and wireless 

Provides real-time, convenient access using a 

wide range of device and network types 

Portals 

Delivers a single point of personalized access to 

applications, content, processes and people 

Partners 

Suppliers 

Rich 

clients 

Transaction 

workers 

Developers 

Virtualized client and desktop management 

Proactively manages a diverse desktop environment through serverbased 

client technology 

Collaboration 

Simplifies customer, employee, supplier and 

partner interaction with content, applications 

and people to improve communication 

23 




IBM ISS Security Services 

24 




What set’s IBM ISS Managed Services Apart? 

7 Security 

Operations 

Centers 

6 Security 

Research 

Centers 

+ + 

133 

Monitored 

Countries 

15,200+ 

managed 

devices 

2200+ MSS 

Customers 

world wide 

+ + + 

400,000,000 

Events per 

day 

Zurich, CH 

Brussels, BE 

Toronto, CA 

Alamden, US 

Boulder, US 

Detroit, US 

TJ Watson, US 

Tokyo, JP 

Tokyo, JP 

Atlanta, US 

Haifa,IL 

New Delhi, IN 

Brisbane, AU 

25 




IBM ISS X-Force Security Research & Development 

• Over 100 dedicated security engineers 

• Independent and unbiased trusted advisor 

• World’s largest proprietary security knowledge 

base 

• Regular X-Press Updates (XPUs) 

• Threat Intelligence 

• Supports IBM ISS’ Professional and Managed 


• Emergency Response (ERS) 

• Advanced research programs 

• Security advisory services and media alerts 

26 




Virtual Security Operations Center (VSOC) 

27 




BlueExpress Service Introduction 

28 




BlueExpress is taking critical service delivery responsibility 

GTS 

Global Technical 


Delivery 

HVP 

High Volume 

Product 

PC 

x-Series 

p-Series 

POS 

ATM 

DMS 

Blue Express 

29 


30 


BlueExpress – Services Location Coverage 

BE has 200 services Centers with service coverage capability of 2000+ cities nationwide 

Blue Express Service Stations 

Northwest Area 

St at i on Pr op St af f 

Xi ' an M G P 10/ 3 

Lanzhou M 6/ 1 

Ur umqi M S 6/ 1 

Xi ' ni ng M 6/ 2 

Yi nzhou M 5/ 2 

Southwest Area 

St at i on Pr op Staff 

Chengdu 1 M P 12/ 1 

Chengdu 2 M 5/ 1 

Gui yang 2 M 12/ 2 

Chongqi ng M 9/ 1 

Xi c hang M 3/ 1 

Xi z ang X 4/ 1 

Gui yang 2 M 3/ 1 

South Area 

200 Total 

Golden Station 

Silver Station 

Standard Station 

Service Station 


Guangzhou 1 M P 12/ 1 

Guangzhou 2 M 6/ 1 

Guangzhou 3 X 5/ 1 

Guangzhou 4 M 3/ 1 

Huai hua M 3/ 1 

Ma o mi n g M 3/ 1 

Zhaoqi ng M 3/ 1 

Zhuhai X 3/ 1 

Shenzhen 1 M 3/ 1 

Shenzhen 2 M 3/ 1 

Li uzhou M 5/ 1 

Nanni ng M 7/ 1 

Hengyang M 2/ 1 

Shant ou M 5/ 1 

Zhuzhou M 3/ 1 

Shaoguan M 4/ 1 

Hai k ou X 6/ 2 

Gui zhou M 2/ 1 

Parts Centre 

XJ 

XZ 

Urumqi 

Lhasa 


North Area 


Northeast 

Beijing 1 M G P 28/ 4 


Beijing 2 X 2/ 1 

Shenyang 1 M G P 7/ 1 

Beijing 3 M 11/ 2 

Shenyang 2 M 4/ 1 

Beijing 4 X 7/ 1 

Shenyang 3 X 4/ 1 

Beijing 5 M 5/ 1 

Dalian 

Har bi n 1 

M 

M G 

7/ 1 

6/ 2 

Qiqihaer 

Beijing 7 

Jiamu Tianjin s i 

M 

M 

3/ 1 

11/ 2 

Daqing 

Zhengzhou 1 M 1 

Har bi n 2 M 3/ 1 

HLJ 

Mudanj i ang M 2/ 1 

Zhengzhou 2 M 4/ 2 

Harbin Mudanjiang 

Ji amusi M 3/ 1 

Ji ' nan 1 M 7/ 2 

Ji ' nan 2 M 8/ 1 

Qi qi haer M 6/ 1 

Hulunbeier JL 

Tai yuan M 10/ 1 

Changchun M 4/ 1 

Ji lin 

Changchun Tumen Dat ong M 3/ 1 

Jilin M 4/ 2 

Tumen M 2/ 1 

Tongliao 

Shi j i azhuang M 10/ 1 

Li nf en M 5/ 1 

Dandong M 4/ 1 

LN Shenyang 

Huhehot M 6/ 1 

Ji nzhou M 4/ 1 

HB 

Jinzhou 

NMG 

Dandong 

Luoyang M 2/ 1 

Hulunbeier M 2/ 1 Huhehot 

Datong BJ 

Dalian 

Qi ngdao M 4/ 1 

Daqi ng M 2/ 1 

QH 

Tongliao SX 

Shijiazhuang 

Yant ai M 3/ 1 

GS 

M 3/ 1 

Yinzhou 

Zibo Yantai 

Wei f ang M 2/ 1 

NX SX 

Taiyuan 

Weifang 

Tianjin 

Linfen 

SD 

Zi bo M 2/ 1 

Lanzhou 

Ji'n an 

Qingdao 

East Area X 18 

Xi'ning 


Weifang 

Zhengzhou 

Yueyang M 2/ 1 

Xuzhou 

Huai hua M 3/ 1 

HN 

JS 

Xi'an 

AH 

Shanghai 1 M G P 19/ 0 

BF 

Nanjing 

Ankang 

Shanghai 2 M 3/ 1 

Luoyang 

Wuxi 

Chengdu 

Xiangfan Hefei 

Shanghai 3 X 6/ 2 

Chongqing 

SH 

HB 

Suzhou 

SC 

Wuhan 

ZJ Hangzhou 

Ningbo 

Shanghai 4 X 8/ 2 

Yueyang 

Shanghai Pudong M 3/ 1 

Xichang 

Nanchang 

Changsha 

Changzhou 

Nanj i ng 1 M G 16/ 1 

Jinhua 

HN 

Nanping 

Nanj i ng 2 M 7/ 2 

GZ 

Luodi 

JX 

Wenzhou 

Hangzhou M 13/ 1 

Yueyang Hengyang Yongan 

FJ 

Guiyang 

Fuzhou 

Bangf u M 6/ 2 

Huaihua 

Xuzhou M 4/ 1 

YN Kunming 

Shaoguan Xiamen 

GD 

Hef ei M 3/ 1 

Kaiyuan 

GX 

TW 

Liuzhou 

Huizhou 

Shantou 

Wuxi M 6/ 1 

Nanning GZ 

Zhuhai 

Suzhou M 5/ 1 

Maoming SZ HK 

Ni ngbo X 5/ 1 

Fu Jian Area 

Yun Nan Area X 

Changzhou X 3/ 1 

5 

HN 

Haikou St at i on Pr op St af f 

Ji Central nhua Area X 9 

M 3/ 1 

St at i on Pr op Staff 

Nanchang M 3/ 1 

Fuz hou M P 7/ 1 

Kunmi ng 1 M P 4/ 1 


Property: 

Xi amen M 3/ 1 

Kunmi ng 2 M 2/ 1 

M= MOR G= Golden 

Wuhan M G P 10/ 1 

Yongan M 2/ 1 

Kai y uan M 2/ 1 

X= Non-MOR S= Silver 

Changsha 1 M 7/ 1 

P= Parts Centre X 9 

Nanpi ng M 2/ 1 

Changsha 2 X 7/ 2 

Yuy ang M 2/ 1 

Xi angf an M 2/ 1 

Ank ang M 2/ 2 

Nanchang M 7/ 1 



BlueExpress – Trained and Certified Engineers 

20 Top Technical 

Support Engineers 

Tech 

Support 

130 Engineers Certified 

PSS/MCSE/UNIX 

Certify 

500 Engineers Certified 

Professional Services 

2000+ Engineers Certified 

Common Technical Skills 

31 




Desktop Support Service 

Set Service Baseline 

• How many Desktop / Notebook 

are in customer site? 

• Related peripherals 

Current Volume 

• How many PC do you have? 

• Related peripherals 

• How many site/locations 

Helpdesk 

Perform Task 

• Desktop/ Notebook Support 

• PC peripheral Support 

• IMAC 

• VIP Support 

• Vendor / Maintenance Coordination 

• Asset Management 

Onsite 

Support 

- Desktop / Notebook 

- PC peripheral 

- Standard Software List 

- Vendor / Maintenance 

Coordination 

IBM On-Site Support 

Team (how many?) 

Customer site 1 




Customer site ….. 

IMAC 

Asset 

management 

- Install 

- Move 

- Add 

- Change 

- Update Asset Database 

32 




BlueExpress - Services Awards 

• 2006 “The Most Valuable IT Service Provider in China”“The Most Competitive 3rd Party IT 

Service Brand in China”, “A Gold Medal with Customer Satisfaction for IT Outsourcing 

Services in China”, and “Gold Medal with Customer Satisfaction for POS Services in china by 

CCID. 

• 2005 “The most competitive Third Party Service Brand in China”, and “The Best Satisfaction 

Prize of IT management services franchised Chains ” in “2005 China IT Service Annual 

Conference” sponsored by CCID. 

• 2004 “The most competitive IT support and maintenance service brand in China”, “The Best 

Satisfaction Prize of Desktop PC in user services” and “The Best Satisfaction Prize of 

Notebook in user service ” in “2004 China IT Service Annual Conference” sponsored by CCID. 

• 2003 “Best IT Support and Maintenance Award” ;”Best IT Service Customer Sat. Award” 

• 2002 “Excellent Professional Service Provider Prize” sponsored by CCID; “Best User Service 

Satisfaction Prize” of Thinkpad and POS products. 

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Some of Our Customers 

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IBM China Services Capability

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