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NetApp Improves Customer Service and Support and Gains Client Confidence

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Executive Summary

NetApp is a data storage company that delivers a broad range of hardware devices and data management software to customers in virtually every industry, in just about any size businesses. Today, data is everything - and NetApp's clients are highly dependent on their storage systems and software. In this industry, it is uncommon to have a single-source service vendor for a company the size of NetApp. After a rigorous selection process, NetApp awarded IBM Global Technology Services a contract to provide IBM Managed Support Services - managed technical support beginning in December 2006. This began an intensive transition to realign and integrate the service processes between the two companies and gear up for the massive changes and training required as part of the solution.

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