LENOVO SERVICES FOR

THE DATA CENTER

Iwan Tjakrawadi
Senior Services Sales Specialist
Lenovo DCG Services
Lenovo DCG Services
Maximize your ROI with award-winning services that ensure you have the best
solution for every stage of your IT lifecycle

• From the simple to the complex, our experts work with you
to find the right solution for your one-of-a-kind strategic and
business needs.

• Accelerate time to productivity so you can focus on taking

care of your customers and growing your business.

• Around the world and around the clock, our experts are
standing by 24x7 to safeguard your IT investment.

• Lenovo has the expertise, the equipment, and the proven

business strategies ready to help you take advantage of this
exciting new pay-as-you-go data center.
Solution Services
Understand Your Options, Evaluate Deployment Alternatives, and Design the Best IT
Strategy for Your Business
Asset Recovery Services

Lenovo works with the best vendors in the ITAD (IT Asset
Disposal) industry, representing the largest recyclers and
re-furbishers in the world, so you can rest assured your
retired hardware is being handled in accordance with all
environmental protection guidelines to reduce e-waste.

ARS can offset some of the costs of your technology

refresh and simplify the transition from old to new. You
recover value from retired equipment, lowering total cost
of ownership for your IT investment.

Lenovo’s global coverage allows your organization to

have a single, consistent solution across regions and
all brand of HW are covered; including servers,
storage, networking, PCs, and more.
Workshop Services
VDI, Cloud, DevOps, & Storage
A workshop is the first step in determining where you are in your digital journey, the business
outcomes you want to deliver with IT solutions, and the next steps to improving your
infrastructure and overall efficiency.

Identify business drivers and capture requirements

Recognize challenges and assess readiness

Develop a high level strategy roadmap

Recommend next steps to meet business goals and introduce how Lenovo can help
Lenovo DCG Assessments
Lenovo DCG assessments offers a complete discovery of business challenges, priorities, and limiting
constraints to develop a tailored strategy.

Storage Assessment
The Storage Assessment evaluates storage health and workload requirements, availability
goals, and industry best practices to identify IT improvement.

Cloud Assessment
A Cloud Assessment is the first step in executing a cloud migration strategy. Identifying
opportunities for system and infrastructure improvements.

VDI Assessment
The VDI Assessment evaluates existing environments and determine how applications
would perform in a virtual setting. Creating a unified virtualization approach to fit the
customers unique business needs.

DevOps Assessment
The DevOps Assessment creates a software development strategy to help customer move
from their current hardware defined environment to a software defined strategy with clearly
defined roadmaps and KPIs.

Contact Professional Services Opportunity Manager to arrange a call to size and scope
2019 Lenovo Internal. All rights reserved. requirements.
Design Services
Blueprint Solutions Customized for Your Business Needs & Expedite Your Time to Value

Professional Services Consultants will provide detailed

technical and business analysis of the solution under
consideration, as well as architecture and design

Build an implementation plan for optimizing the current

environment

“What set Lenovo’s proposal apart was the innovative

network topology design and the impressive price-
performance ratio. The Lenovo system performed very
well in benchmarking tests, and we liked the fact that
they came up with an unusual, exciting design within our
budget.” – CTO at SciNet
Implementation Services
Accelerate Your Time to Productivity so You Can Focus on Taking Care of
Your Customers and Growing Your Business
Hardware Installation
Services
Let Lenovo experts unpack and configure
systems, update firmware, and conduct final
operation verification testing of hardware

Receive training on daily administrative tasks

with custom scope installations

Receive post-installation documentation

for reference with custom scope
installation
 Deployment Services

End-to-end ownership by Lenovo professional

services teams

Deployments are designed by development and

30+
HPC
200+ 1,000+ engineering teams who know our products and
solutions better than anyone else
SAP Nutanix
Deployment Deployment Deployment
Projects Projects Projects
Completed Completed Completed
Annually Annually Annually Includes tuning, validation, and documenting
ongoing run processes

Implement a concise best-practices deployment

methodology to install and configure
administrative and user features, conduct the
knowledge transfer session, and more
Factory Integration
Services
Have configuration and deployment tasks, as
well as quality assurance testing, performed at
the point of manufacturing

Automate provisioning to specification to

provide a single, hardware-independent image

Define firmware settings at the point of

manufacturing, and deploy them consistently
across the environment

Affix information-rich, tamper-resistant asset

tags to each piece of hardware before delivery
Support Services
Around the World and Around the Clock Our Experts are Standing by
24x7 to Safeguard Your IT Investments

Copyright © 2018 Lenovo. All rights

Copyright © 2018 Lenovo. All rights reserved.
reserved.
Premier Support
Fast. Direct Access to skilled Lenovo technicians
o Dedicated phone line connects you to a live, unscripted Lenovo Level 2
Direct. technician 24x7x365
o Contact our Premier Support Consultants via phone, live chat, or online e-
Simple. ticketing

Single Point of Contact

o Your Premier Support consultant will own your case end-to-end
o Your Premier Support consultant will perform comprehensive hardware &
software troubleshooting

Collaborative Software Support

o If your issue is found to be related to software during troubleshooting, we
will collaborate with other vendors on your behalf to resolve the issue
o Partnerships with vendors such as Microsoft, Nutanix, VMware, and more

On-Demand Remote System Analysis

o Proactively view your systems health and performance
o Check the status of firmware and device driver updates

2018 Lenovo Internal. All rights reserved.

Link to video: Click Here
PreconfiguredSupport
Preconfigured Support
Choose the response time target that matches the importance of a particular system,
workload, or application environment
Foundation
• Next-business-day onsite
response, 5 days per week
• Onsite installation of all
replacement parts
• Warranty extension to 3–5 years
Essential
• 4-hour onsite response, 24x7x365
• Onsite installation of all
replacement parts
• YourDrive YourData
• Warranty extension to 3–5 years
Advanced
• 2-hour onsite response or 6-hour
committed service repair,
24x7x365
• SLA varies: check Locator
• Onsite installation of all
replacement parts
• YourDrive YourData
• Warranty extension to 3–5 years
Managed Services Proactive 24x7 Monitoring
o Monitor hardware and software application services 24x7 using KPI metrics, thresholds,
Proactive. and alerts to proactively identify any potential issues related to system capacity,
availability, and/or performance.
Efficient.
Effortless. Incident & Problem Management
o Provide 24x7 Support Center Help Desk
o Pursue problem resolution of managed components through appropriate support
channels. This includes:
 Identifying and resolving problems with assistance from third parties as required.
 Opening support tickets and coordinating hardware replacement
 Performing Root Cause Analysis (RCA) after resolution of Severity 1 issues

Capacity, Performance, and Availability Management

o Perform quarterly remote health-checks (called Quarterly Reviews) as part of the
ongoing administration and management

Configuration and Change Management

o Performing updates per mutually agreed upon schedule and Customer specified
maintenance window.
o Maintain and administer the management server for monitoring and managing the
solution
Technical Account Trusted Advisor
o Provide ongoing communication and insights on your technology to maintain

Management supportability, technical training, tools, and anticipated future needs

o Recommend services that meet the needs of your business and workloads to improve
serviceability and the stability of your data center environment
o Engage a single point of accountability for your post-sales support on all of your Lenovo
Tr u s t e d . entitled systems.

Accountable. Supportability and Service Planning

Focused. o Manage and resolve service maintenance contract remediation issues and ensures the
proper entitlement and Lenovo service level coverage is in place
o Assist with asset location information and parts stocking to improve serviceability to your
data center location(s)

Customer Account Reporting and Quarterly Business Reviews

o Provide customer account reporting on the Customer’s Lenovo entitled systems based
on key performance indicators (KPIs) and service delivery metrics, as well as addressing
end-to-end lifecycle issues via reporting
o Perform proactive problem management to identify systemic issues within your account
to reduce downtime and improve system stability

Escalation Management
o Acts as the services liaison for any escalation management issue by coordinating all of
resources necessary to address an individual severity issue and/or the resolution of
systemic problems.
Health Check To keep your data center infrastructure running
optimally, skilled Lenovo technicians will:
includes converged infrastructures:
ThinkAgile HX, HPC Clusters, SAP HANA BWA/SAP, etc.

Assess and validate your Lenovo data center

hardware + analyze firmware and drivers to determine
risk exposure

Check error logs and operating status

Review credentials to identify potential security

vulnerabilities

Recommend a plan to help ensure smooth, trouble-

free updates and optionally update firmware, drivers,
and OS
Lenovo TruScale
Infrastructure
Services
Iwan Tjakrawadi
Lenovo Data Center Group

2018 Lenovo Internal. All rights reserved.

What is Lenovo TruScale?

- A service that lets companies use and pay for on-premises data center
hardware (servers, storage, networking) and services as a consumption
model instead of having to buy them outright

- Offering includes HW, Maintenance, Support and Managed Services in a

simple monthly pricing structure

- Customer cost varies based on their unique consumption

- Metered & billed monthly

– WW offering & complete product portfolio

2018 Lenovo Confidential. All rights reserved.

 Lenovo TruScale Infrastructure Services
Key Benefits for Customer
Minimal
Upfront Costs
• Latest industry-leading •
equipment without initial
high investment
• Fixed monthly cost
reduces budget worries,
allocate capital to bigger •
business priorities
On-Prem Security Reduced Risk Flexibility & Full Maintenance,
and Control Scalability Support, & Management
Continued benefit of • No minimum capacity • Pay only for what you • Lenovo Professional Services
physical on-prem commitment, from use will proactively monitor to
security & control of 0% to 100% ensure maximum uptime
capacity and company • Easy to add
data • Lenovo owns the incremental capacity, • Focus your resources on
deployment & upgrade hardware business priorities rather than
You continue to own installation of your during contract term to managing the hardware
security policy at the assets, speeding time meet changing environment
application layer and to value business goals
above, ensuring • Dedicated Customer Success
constant control of Manager serves as your
your environment account advocate
How Do Lenovo TruScale
Infrastructure Services Work?
 Lenovo TruScale Program
Customizable OpEx pricing structure enables any mix of economic flexibility

Cost Certainty Economic Flexibility

pay same fixed pay only for what you
amount each month consume that month
Variable Usage Cost
Variable
Monthly OpEx Cost

• Capacity usage metered, customer only

Usage Cost billed for amount used in period
Fixed Variable
Capacity Cost Usage Cost Fixed Capacity Cost
Fixed
• Committed percent of capacity deployed,
Capacity Cost paid in a fixed amount per month

Base Base Base Base Program Cost

Program Cost Program Cost Program Cost • Covers remote monitoring, proactive
maintenance, HW management, capacity
management

0% Customer Choice: 100%

Consumption based pricing level

22
 Lenovo TruScale Program
Customizable OpEx pricing structure enables any mix of economic flexibility

Conventional
Procurement Lenovo
$10M
TruScale
Idle Scale

Growth

$2M-$4M per year

Utilized

Commit

Y1 Y2 Y3 Y4

CapEx CapEx equiv Lenovo

TruScale
23
Step Up to a
Higher Level
of Support
We’re ready when you
are.
Contacting
ThinkSystem/IBM
Support
2018 Lenovo Internal. All rights reserved. 26
2018 Lenovo Internal. All rights reserved. 27
2018 Lenovo Internal. All rights reserved. 28
 Technical Support
Country Hardware/Software Hotline Email Web Support

Singapore Local Main line : 1800 3172 888 (Toll Free) csmcrcc@my.ibm.com https://www.ibm.com/support/servicerequest
Local Backup line : 800 6012 022 (Toll Free)
International : + 603-8315 6904 or +603-8686 6904

Malaysia Local Main line : 1800 88 8558 (Toll Free) csmcrcc@my.ibm.com https://www.ibm.com/support/servicerequest
Local Backup line : 1800 18 8668 (Toll Free) International :
+ 603-8315 6812 or +603-8686 6812

Philippine Local Main line : 1800 1441 0791 (Toll Free) csmcph@my.ibm.com https://www.ibm.com/support/servicerequest
Local Backup line : 1800 111 00 711 (Toll Free)
International : + 603-8315 6805 or +603-8686 6805

INDONESIA Local Main line : 180 344 2291 (Toll Free) csmcrcc@my.ibm.com https://www.ibm.com/support/servicerequest

Local Backup line : 00 1803 0161 484 (Toll Free)

International : + 603-8315 6804 or +603-8686 6804
Vietnam Local Main line : 1206 0101 (Toll Free) services@vn.ibm.com https://www.ibm.com/support/servicerequest
Local Backup line : 04-3946 2000
International : + 603 8315 6534

Thailand Local Main line: 1800 41 5676 (Toll Free) csmcrcc@my.ibm.com https://www.ibm.com/support/servicerequest
Local Backup line : 1800 060 074
International : + 603-8315 6905 or +603-8686 6905

Brunei Local Main line : 801 1057 csmcrcc@my.ibm.com https://www.ibm.com/support/servicerequest

International : +603 8315 6812

Myanmar, Laos & Cambodia Local : No Local Number (Call international) csmcrcc@my.ibm.com https://www.ibm.com/support/servicerequest
International : + 603-8315 6904 or +603-8686 6904

2015 LENOVO INTERNAL. ALL RIGHTS

RESERVED.
Contacting
Premier Support
Premier Support Model

2018 Lenovo Internal. All rights reserved.

Contacting Premier Support

• How do Premier Support customers contact Lenovo?

– Go to https://datacentersupport.lenovo.com/
- The “Find Your Product” search bar will display
– Enter product serial number and search
– Click on Contact Premier Support (upper right corner)
– Click on Chat With A Support Agent
- Initiate Premier Support Online Live Chat
– Click on Submit a Service Request
- Initiate Premier Support request online
- Complete and submit Premier eTicket
– Or, Click on Support Phone List
- Initiate Premier Support request by phone
Backup Slides
 Select Country and Language
1
Log in support website Log in LenovoID
Enter Serial Number

Enter Serial Number

or Product
Contact Premier Support

Click either
“Premier” or
“Contact Us”
Live Chat from eSupport

Click chat support tile

Live Chat entry form

Benefits of Lenovo ID: Your

information will pre-populate in
the Chat Form

The Serial Number you previously

input has been input as default

Fill Chat form & Submit

Wait for Live Chat

Client Chat Status（Waiting in Queue)

When no agent is available currently,

client could see his/her position in the Queue.

Customer select Leave before

agent pick up the chat request,
will create an abandon
case.(Abandon Rate is a KPI to
weight agent performance)
Communication with agent Print

Status
Send private
message

When an agent accepts a Chat，chat page pops up

1. Status —— Current Chat status
2. Print —— Print current Chat records
3. Send private message —— User clicks the button could send encryption message
4. Attach File ——Add Attachment
5. Send —— Send message（User could send message through clicking enter，click
Ctrl + enter may start a new line）
6. Disconnect —— Finish current Chat
Close the Chat

After Disconnect the chat, customer could

click Close to close the chat interface.
Close the Chat
Submit an E-ticket and Track Your
Case
 Select Country and Language
Enter Serial Number 1 Log in LenovoID
Contact Premier Support

Click either
“Premier” or
“Contact Us”
Select Submit a Service request
Premier eTicket form
• Fill out the electronic ticket request
– Be sure to provide all the information
– MT and Serial number are needed
– Provide specific information on the issue

• Click “Submit”

• A Remote Premier Support Consultant will

contact you quickly to begin resolving
your issue

• You will receive the same great Premier support experience whether you contact us online, or via
phone
From the “Contact Us” Page, select “Premier Repair Status”
to check the status of a case
Enter Serial Number or E-ticket Number

50
Review Status

51
Reaching Phone Support
 Select Country and Language
1
Enter Serial Number Log in LenovoID
Contact Premier Support

Click either
“Premier” or
“Contact Us”
Select Submit a Service request / Support phone list
Premier Support phone support