PROTECT
SERVICE TRANSITION REVIEW
ENSURING A SMOOTH SERVICE TRANSITION, FREE FROM STRESS AND DISRUPTION, IS OUR PRIMARY GOAL. IT IS THE CUSTOMER’S FIRST EXPERIENCE WITH ORIGINA’S WORLD-CLASS SUPPORT.
The onboarding journey is not just about learning how to log a support ticket with Origina’s support team. Onboarding is the start of a new partnership to ensure that you are set up for future success.
From the outset, our focus is to connect people. Origina support and maintenance is based on an intimate service model that connects you with the right experts to resolve software problems as quickly as possible.
ONBOARDING INTRODUCTION CALL
The first step in your transition to IBM third-party support and maintenance with Origina is an onboarding introduction call, hosted by the Origina Customer Success Manager.
During the call, you meet your dedicated Account Manager and the independent Global IBM Experts that are assigned to you. You also meet members of our Support Management and License Management teams. The purpose of the meeting is to describe the service transition process and to connect relevant people in your organization with their counterparts in Origina.
SERVICE TRANSITION WORKSHOPS
Introductions are followed by a series of workshops where your operational and technical teams learn how the Origina support model works and the value-add services that are included.
Origina Core Service
Technical support for IBM Passport Advantage software, including those divested to HCL, Acoustic, SS&C Technologies & more
Full support for all versions
Technical problem ownership /management
Access to independent Global IBM Experts
Layered approach to fixes and security issues
Service transition reviews
TAILORED SUPPORT OPTIONS
Vulnerability Shielding
Interoperability Validation
Solution Architecture Optimization
Product Feature Enhancements
On-Site Support
IBM License Audit Support
IBM License Entitlement Validation
ADDITIONAL BENEFITS
Access expert knowledge for retirement planning of legacy software
Reduce risk of your digital change programs
Maximise the ROI in your licensed IBM software product through feature enhancements
Supporting digital transformation from your legacy IBM software
Technology roadmap and migration strategy review
Entitlement analysis and audit defence
Benefits
Cost reduction for your business from day 1
Smoother ticket resolution leading to lower operational overhead
No forced upgrades with the associated project costs and risks
Lower technical and operational
cost of ownership
Our technical workshops are an opportunity for Origina’s independent Global IBM experts to become familiar with your deployed environment and to identify where to make improvements to stabilize or optimize the environment.
A clear and comprehensive understanding of your deployed versions and the configuration of your IBM® software products is crucial to success. Our innovative support model differs from IBM support because we assign a team of dedicated experts for each product under the support contract. Providing these independent Global IBM Experts with detailed information about your environment at the outset is the key to providing timely solutions to software problems.
The technical workshops also allow our IBM enable our experts to assess the operational conditions of your deployed IBM software products. Before technical workshops, we review all of the information that was gathered during the sales process, including your historical support case history with IBM. Our experts assess the health of your IBM software and, in many cases, our independent Global IBM Experts can identify potential problems before they occur.
“We had a long-standing issue open for a number of months with IBM for our IBM® Security Access Manager product. IBM advised us that applying the latest fix would resolve the issue. After a disruptive update to the recommended fix, the problem still persisted. During onboarding, the Origina IBM ISAM expert identified the source of the issue in a matter of hours during the Service Transition phase. The problem was immediately resolved after making the recommended configuration change.”
European Insurance Company
OBSERVE AND REPORT
After all the workshops are complete, the Origina team creates a Service Transition Review Report that records the key findings and issues that the team discovered during the workshops. The Origina team categorizes each issue according to the level of perceived risk. The report shares best practices for each software issue, enabling you to make informed and timely decisions to best remedy them.
Some of the common issues highlighted in Service Transition Review Reports include:
- Support tickets that are still open and unresolved by IBM
- Repeat support cases that have not been resolved
- Performance-related issues with the software product
- Inefficient use of software features
- Technical bugs in software products where existing entitled fixes are not yet applied
- License compliance gaps
- Incorrect procedures used for planned upgrades that can cause outages
- Software product stability issues
The Customer Success Manager coordinates a follow-up meeting to present the report and discuss our recommendations to improve the operational efficiency and stability of your IBM software products. The goal of the Service Transition Review is to facilitate the definition of shared goals that drive success and value for your organization.
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