IBM ANNOUNCES NEW E-SUPPORT ONLINE SERVICES.IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) Personal Systems Group (PSG PSG, n polysomnograph; polygraph performed during sleep. Physiological variables such as pulse, blood pressure, and respiration are monitored and charted. ) has announced enhancements to its online customer support with an automated service infrastructure designed to diagnose and resolve common IT problems. This "self healing The ability to restore a failure situation such as a broken transmission line or a missing program file that is part of a software application. See self-healing network. " technology significantly reduces the time users spend trying to solve their computer problems by enabling self-service or enhanced assisted service. IBM will package enhanced e-support solutions on IBM ThinkPad notebooks, NetVista desktops, Intellistation professional workstations and eServer xSeries computers using technology licensed from Support.com, Inc. This self healing support can independently identify and correct systems problems by automatically performing diagnostics to their existing software configuration and applications, enabling them to have better support, higher availability and productivity. "Depending on the technology being supported, a majority of customer service requests stemming from high tech problems can be resolved more quickly than ever using the combined power of automated problem resolution technologies and the reach of the Internet Automated tech support systems are gaining visibility and meeting with excellent customer approval in the marketplace. The systems can really save customers time as they conserve a vendors' skilled human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. for those unique, very complex or new problems that truly merit their attention," said Tony Adams, senior analyst, Gartner Group (company) Gartner Group - One of the biggest IT industry research firms. Address: Connecticut, USA. . Support.com technologies add to IBM's existing Web-based support, which managed hundreds of millions of customer interactions in 2000 -- directing customers to drivers, system upgrades, performance tools and other information relevant to their PCs, and guiding them through steps to perform self-service problem diagnosis and repair. "Traditional on-site service -- though important -- is no longer good enough for our customers. Speed is critical and we're delivering it through new technologies like Web-based support," said David Hume, PSG Director of Services Development. "We've enhanced our infrastructure to support a variety of products, technologies, and customers. We're building on our expertise with large customers who demand timely support and service and see the relationship with Support.com as a strong enterprise services solution that can work also work well for individuals and small businesses alike." Additionally, this support can be linked with corporate support networks delivered by in-house IT departments, outsourced solution providers and IBM Global Services IBM Global Services is the world's largest business and technology services provider. It is the fastest growing part of IBM, with over 190,000 professionals serving customers in more than 160 countries. , giving businesses the ability to standardize stan·dard·ize v. 1. To cause to conform to a standard. 2. To evaluate by comparing with a standard. products, services, and support with one company for all their computing computing - computer needs. "Pairing with Support.com, IBM is putting customer care ahead of the industry standard," said Radha Basu, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. and President of Support.com. "IBM and Support.com understand that e-support is an integral part in e-business practices and, with our shared vision, we can continue to deliver the technologies that fundamentally change how business is done on the Internet." For more information on IBM Personal System Group products, services and solutions, visit the PSG Web site at http://www.pc.ibm.com. |
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