IBM aims to iron out service clashes


IBM aims to iron out service clashes

The clash between channel service sales and direct services from IBM Global Services has been rescinded, according to the vendor, but resellers claim problems might still remain.

Jeremy Budd, director of mid-market and channel business for IBM Global Services, believed the vendor needed to ensure
it was complementary in its service offerings with business partners, as there had been overlaps in the past.

“We have set a very clear direction on partners with services and our business partner channel is our fastest growing route to market. As with any large organisation, however, you will always find examples of people who do things in the ‘traditional’ way.”

But he added these were becoming fewer as customers saw that “partners and Global Services can be complementary and work together”.

One industry source indicated that the largest element of IBM was behind the game when it came to channel sales.

Kevin Drew, managing director at Triangle Computer Services, admitted: “We have issues with [IBM] in terms of some offerings, [such as] help desk, which potentially takes away a fantastic contact link with our customer. However, this is an irritant and not something that causes us to lose sleep.”

Nick King, managing director at Apex Computers International, reasoned there was a “total acceptance that [IBM] will not stand on our toes and we will not stand on [IBM’s]”, but conceded there would still be an occasional clash.

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