IBM and Dassault Systemes Develop New Support Services for PLM

IBM's PLM Division Confirms its Commitment to Satisfy PLM (Product Lifecycle Management) Industrial Requirements by Creating Expert Services Center


Paris (France), February 22, 2002 – Faced with the strategic importance PLM (Product Lifecycle Management) applications have at the core of business, IBM’s Global Services PLM division, in association with Dassault Systemes, has announced the creation of an Expert Services Centers: a new service concept providing high-level customer problem support. The goal of this world premier joint initiative between IBM’s Global Services PLM division and Dassault Systemes, is to assemble a hundred high-level IBM and Dassault Systemes experts with targeted, recognized, skills in the domains of PLM applications (for example, design, fabrication, digital modeling, and data management) around CAD (CATIA) and PDM (ENOVIA and SMARTEAM) software, and IBM middleware infrastructure and e-business components.<br/>



IBM’s PLM division is tasked with tracking and helping industrial companies improve their product lifecycle management. The PLM teams provide sales and service for Dassault Systemes CATIA, ENOVIA, and SMARTEAM solutions, and assist small and medium, as well as large, enterprises with solution optimization, process integration, and relative product data management - from the design stage through after sales service - in an e-business environment.<br/>



 An Organization of Experts <br/>



Divided by application domain in each range of products, the Expert Services Centers will be responsible for reinforcing traditional service quality (real-time on-site support, assistance in solution start-up, solution deployment). This organization addresses four types of complementary services: <br/>

  • Operational expertise (product utilization)
  • Technical expertise (product exploitation)
  • Developmental expertise (specific applications)
  • Follow-up and problem resolution.


The Expert Services Center organization brings together members of different communities (IBM Global Services and Dassault Systemes) into “project consultation” teams, created on demand, and delivered “ready to roll”. Consultants intervening in multi-client environments can share resources in the course of responding to customer needs. This will assure unequaled capitalization of resources for the customer. A single, dedicated, interlocutor will track customer assistance needs and regularly intervene to update the services provided by each Expert Services Center. <br/>



A Strong Commitment by IBM and Dassault Systemes<br/>



  • Tracking using e-assistance tools and know-how capitalization, plus IBM/DS portal accessibility 7 days out of 7 for the teams when necessary.


  • Proximity and personalization (a commitment to a service level with customer-defined metric tracking, on-site intervention, guaranteed availability and performance of interlocutors, and reproduction of customer environment (IBM hardware and software) on the IBM site).


As Didier Lusseryan, Director of Product Lifecycle Management, IBM Global Services for Europe and the West underlines: “The industrial complexity of the customer’s environment demands ever more product support reactivity, expertise and adaptation to implemented processes. The Expert Services Centers, which we are launching today with Dassault Systemes, will place the highest level of expertise available on CATIA, ENOVIA, and SMARTEAM along with unequaled reactivity, at the disposal of our customers. This is a world premiere, an innovative way to give access to expertise, a commitment of quality and know-how, and a response to the unanimous demand from our customer base to meet their industrial challenges with an efficient solution.”




Jean-Yves Yung, Vice President, Global Services Dassault Systemes, commented: “Thanks to an innovative e-assistance concept, capitalization of IBM Global Services and Dassault Systemes know-how in 3d PLM system deployment is now accessible to all our customers through this joint venture. The Expert Services Centers provide high-level support to the application processes of manufacturing industries: automotive, aeronautic, electrical and electronic, manufacturing and assembly. This venture reinforces the worldwide service partnership recently announced with IBM Global Services.”





“To accompany our first group-level industrial deployments of design analysis and fabrication applications for tires and vulcanizing molds based on CATIA V5 and Team PDM solutions, we need a multi-disciplinary support organization. Indeed, this new generation of tools responds to an approach of applications integrated by major design processes, and not by business. The use of these “applications processes” requires that users master a great number of CATIA V5 functionalities. The support organization must therefore be particularly reactive and equipped with real expertise in each of the functionalities used. In our opinion, only a support resource shared between several customers can provide and maintain the level of service needed at a reasonable cost”,  states Camille Demarquilly, Director of the XAO Projects for Michelin.

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