lenovo confidential| © 2007 lenovo lenovo services a heritage of excellence backing the best...

Lenovo Confidential | © 2007 Lenovo

Lenovo ServicesA Heritage of Excellence Backing the Best Engineered PCs

| © 2007 Lenovo |Lenovo Confidential

WW Services Overview January 2008

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Contents

• Lenovo Services Evolution

• Service Strategy

• External Market Recognition

• Best in Class Service Capabilities

• Complete Service Portfolio

• Discrete Service Offerings

• Customers



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Lenovo Services Evolution – A Story of Transformation

4/30/2005

5/1/2005

2007+

•IBM Hardware •IBM Services

Customers

Customers

•IBM Services

•Lenovo Hardware

Administration

Ownership

Partnership

•Lenovo Hardware•Lenovo Services

Customers

ServiceDelivery Partner

s



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Our Legacy and Future

Lenovo Services is a new, energized business. We’ve taken the handoff - now we’re ready to be the best.

Lenovo Services is a new, energized business. We’ve taken the handoff - now we’re ready to be the best.



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Lenovo Services – Making Our Presence Felt

• Service as a differentiator– An integral part of product marketing efforts– A reason to purchase Lenovo

• Global reach/local presence– China– U.S.– EMEA– Asia/Pacific– Japan

• Services is an autonomous business– Complete customer focused portfolio of services– Tightly aligned with Lenovo product business

• Strategy in place to be the best



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Lenovo Services Strategy

Consistently Delight Customers • Easy to do business with • CSAT tied to performance incentives• Single point of accountability

Compelling Service Offerings• Designed around customer needs• End-to-end service portfolio• Designed to deliver business value

Service Delivery Excellence• Lenovo owns delivery experience• Leverage best-in-class service partners• Continuous improvement via Lean Six Sigma

CustomerDelight

Compelling Services

DeliveryExcellence

People

Centered Around People• Our customers• Our service partners

• Our employees



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External Market Validation

#1 Ranking for Tech Support for Laptop ComputersMay, 2006

Reader's Choice award for Notebook Service and Reliability August, 2005

Ranked #2 for Notebook Customer Satisfaction November, 2006

Editor’s Choice, Warranty Service SupportJuly, 2006

Ranked highest of PC brands for Tech Support and Repairs2007 Reader Survey



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Best-in-Class Global Service Delivery

Factory and configuration centersTechnical support and call centers

Services Coverage

2,700 direct employees22,000 certified technicians170 countries17 languages

Sao Paulo

Buenos Aires

Johannesburg

Montreal

Guadalajara

Monterey

Chicago

St. Louis

Rochester

TorontoWindsor

Charlotte

Atlanta

GreenockPoland

BrnoBucharestMontpelier Fujisawa

Brisbane

Sydney

Ballarat

Singapore

Hong Kong

Shenzhen

Beijing

Erfurt

Madrid

Bangalore

Kuala Lumpur

Taipei

Tokyo

SeoulBoulder



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Managed Deployment Installation Custom Imaging Factory Integration Custom Delivery Project Management

Help Desk & Tech Support Problem determination Technical action plans Remote take-over Phone or chat Quick shipment of CRUs

Enterprise Support Packages

Service Account Managers Priority Call Routing Management Reports 4 hour response

Warranty & Protection Extensions & Upgrades Accidental Damage

Protection Online Data Back Up HDD Retention

PC Recycling & Disposal Value Recovery Discovery Secure Disk Wipe Packaging Transportation

Procurement, Planning & Consulting

Parts & System Procurement IT Consulting Migration planning Installation planning

Our Services Portfolio Addresses the entire PC Life Cycle



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• OEM Base warranty • Depot based

• Response times to meet your business requirements

• Terms to support your asset lifecycle• Custom solutions• Parts logistics for expedient service• On-site support• Access to Lenovo’s Global Services

Network• Hard Drive Retention

• Notebook-specific protection• Regional coverage on a global

basis• Repair or Replace• Protection from unpredictable

expensesBase Level

Extended Service Plans

Extended ProtectionCurrent portfolio offerings

Standard Maintenance and Support Services



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Warranty Service Plans

• Investment Protection– Warranty is aligned with depreciation schedule

• Convenient depot or on-site service available

• Coverage when and how you need it– Choose level of service and responsiveness you need– Next business day, 9x5x4, 24x7x4

• Bundled upgrade options for warranty protection for notebooks

• Includes post warranty upgrades for 1 and 2 years

Customers save 10 - 33% when warranty extension is

purchased at same time as system



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Why should you buy?• Mobile workforce?

• 70%+ of mobiles damage repairs cost > $1000*

• Provides coverage for multiple damage repairs

• Coverage for new system if required for damage

* Gartner “Best Practices in PC Life Cycle Services.” March 16, 2006 ** Based on sample size of Lenovo customers with accidental damage protection claims

About A Dime A Day For Coverage

Customers save, on average, 28% with ADP vs. cost of repair**

Accidental Damage Protection

• Complete protection to desired term (i.e. 4 years)

• 24/7 toll free access to Lenovo technicians

• Unlimited repairs covering accidental damage issues

• Replacement with new system, if required



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• Highly personalized– Welcome engagement – Customized set-up, configuration, and data migration– Proactive and convenient tune-ups to keep your PC operating at peak performance

• Executive Support Staff at your service– Highly skilled “named” agents who know you and work together for you– Empowered and accountable to completely resolve all issues– Directly manage and own all support activities - no matter what it is or where it occurs

• Convenience & Speed– Anytime, Anywhere, 24x7x365– Blue button instant access to text chat or phone

• (answers within 4 rings)

– Service at your convenience, when and where you want

Re-defining Premium Level Service

ThinkPad Reserve Edition – Executive Class Service



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Protect precious memoriesProtect precious memories

Online Data Backup – Protection for Home & Business

• Encrypted back up of files off site

• Transfer to new computer

• Secure access anywhere in the world

• Variable solutions for consumers and small business

Consumers SMB

Protect business dataProtect precious memories



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ThinkVantage Technologies – True Competitive Advantage

• Image creation

• Image management

• System migration

• System deployment

• Secure data destruction

• Time savings

• Improved productivity

• Positive bottom line impact

• Reduced downtime

• Improved customer delight

2007 TBR White Paper – ThinkVantage Technologies: Saving Dollars and Improving Productivity Through the PC Lifecycle

TBR believes the ThinkVantage Technologies are a true differentiator for Lenovo and offer a unique value proposition. No other PC hardware vendor has developed a full

portfolio of PC management lifecycle tools.



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Lenovo Managed Deployment Services Suite

Factory IntegrationAsset tagging, customization of system settings, installation of options, partition of drives and more…

Migration PlanningDevelop a plan for migrating operating systems or rolling out new PCs

Image Creation, Load, & ManagementLoad in manufacturing reducing time onsite, and manage on-going using our experts & proven process

Custom DeliverySchedule delivery, over-pack & bundle, remove packaging materials for easy receiving and distribution

Asset RecoverySecurely erase data and recycle in accordance with local standards. Receive value for resold assets.

On-site InstallationSet up system, transfer data and personality, connect to networks and peripheralsM

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Asset Recovery, Recycling and Disposal

• Value Recovery– Broker assets for cash or credit towards new PCs

• Discovery – On-site inventory and value assessment certificate

• Secure Disk Wipe – Disk overwrite to DOD specifications

• Refurbishment – Prepare asset for resale or reuse /cascade

• Packaging & Transportation – Consolidate assets, palletize & ship

• Disposal– Environmental friendly recycling with disposal certificate



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Why Lenovo?

• Rated highest among PC makers in “green” manufacturing

• Single global source for remarketing and disposal of IT assets

• Trade-in tax benefit with new equipment purchase

• Cost-effective leveraging Lenovo’s scale and multiple contracts

• Lenovo certified environmentally friendly and secure disposition



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TM

World Class Services for World Class Customers

New South Wales Department of Education and Training



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Summary

• Lenovo Services has a heritage of excellence

• Transitioned from administration to complete ownership

• We work with best-in-breed business partners

• Service as a differentiator

• Organization and portfolio are growing to be the best

• Solutions for protection, maintenance, managed services

• Single point of accountability

• All focused on world-class operations, world-class customers



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lenovo confidential| © 2007 lenovo lenovo services a heritage of excellence backing the best...

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