Recommendations to others considering IBM Lab Services:
Establish contractually in a very clear way the service model after implementation where it specifies how errors or failures are addressed, whether from customizations or the SaaS service itself. Review collected by and hosted on G2.com.
What problems is IBM Lab Services solving and how is that benefiting you?
The main difficulties that have been encountered with the service provided to EPM are in the post-sale stage, that is, once the implementation and stabilization of the OpenPages modules are completed.
1. Lack of clarity in the internal support model at IBM (many actors and little organization among expert labs, Argentina Team, CSM, laboratory).
2. Reluctance on the part of IBM to take responsibility and address errors for which they are responsible, such as functionalities tested and certified by the client in the development environment that have errors in the production environment.
3. Support team from Argentina with deficiencies in knowledge of the client's specific environment. There is no knowledge transfer between the architects who implement and this support team. This is evident because the EPM team had to support IBM personnel in solving error cases.
4. Late reporting of available stabilization hours, which were ultimately reported and consumed immediately, leading us to forgo many adjustments we had pending in stabilization.
5. Delays in negotiating solutions and in issues that are scalable within IBM (bureaucracy). Review collected by and hosted on G2.com.
