End User Support Services

Self-help or one-on-one: our support services can help lower costs and improve productivity

Simplify support, improve productivity, and cut costs with the right support solution at the right time

IBM uses the “Right-to-Left” strategy to help customers to lower costs and increase user satisfaction by moving resolution closer to the end user. It optimises and transforms your workplace support environment to help meet business and IT goals. By delivering service across the breadth of the end user IT support spectrum, IBM Workplace Services focuses on optimizing the whole end-to-end environment in a holistic manner. This end-to-end approach avoids the pitfalls of sub-optimizing the individual service portions in a siloed fashion.

Based on this strategy, IBM End User Support Services proposes an integrated set of preventive, self-enablement and assisted-support technologies as well as onsite support to enable the customers to reduce the number of service desk support requests and shorten the duration of service desk calls with faster “speed to answer” and lower “abandon rate”. As a result, the operating cost will be lowered and the overall productivity and end user satisfaction will be increased. With the ability to avoid problems before they occur, you can simplify your support organisation, better manage expenses by avoiding escalating costs associated with multiple service desks, and achieve greater system reliability and availability.

Worldwide capabilities from an experienced team

IBM is committed to making its expertise and resources available to help you confidently support your employees and end users for enhanced productivity and business growth. We use proven, predefined solutions that help ensure success; and deliver exceptional, innovative capabilities that provide you with access to the industry’s leading intellectual property portfolio.

What we offer

Self-enablement portal

Self-enablement portal

Providing multichannel end user support to help enhance satisfaction and productivity

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SmartCloud control desk (SaaS) (US)

Simplify end-user support with an IBM Cloud-hosted, software-as-a-service system

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Service desk services (US)

Achieve higher service desk incident and problem resolution at lower cost

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Output management desk services

Outsource the management of your multi-device fax machines, copiers, scanners and other print/copy/scan equipment

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