IBM’s field service is managed centrally via the csg Helpline Center in Erfurt, Germany. If a problem cannot be resolved remotely, VisiTour is used to immediately schedule an on-site repair call within the contracted response times. VisiTour schedules the appointment in seconds, taking account of the skills required and ensuring that the service technicians are deployed as cost-effectively as possible while respecting company and legal regulations. In this project, VisiTour is run on an IBM xSeries with an IBM DB2 database and an IBM Tivoli Storage Manager.
