IBM Lab Services Reviews & Provider Details

I appreciate the knowledge and readiness of the engineers from IBM Lab Services, which gives me confidence to continue using their services. The unification of the SIEM from five companies into one with QRadar has generated greater visibility in cybersecurity issues, helping us to identify anomalous behaviors and compare them across the different companies in the group. Support in technologies like User Behavior Analytics (UBA) provides a better understanding of user behaviors. I value the commitment and knowledge of the IBM Lab Services team, which were fundamental to the success of the project. The integration of different technologies and the migration of use cases were critical deliverables that significantly contributed to the success of the project. Review collected by and hosted on G2.com.

Regarding the product's limitations, this caused wear and delays in the implementation. Additionally, the selected product was always sold as a SaaS and lacks some features such as growth flexibility and availability, for example, when maintenance needs to be performed. Review collected by and hosted on G2.com.

I highlight the problem-solving ability demonstrated by your team of experts, as well as the direct and open communication they maintain with the team members. Additionally, I value the willingness they show to collaborate in the face of any incident that arises. Review collected by and hosted on G2.com.

Sometimes, I notice that the resolution of certain specific issues lacks agility. Additionally, it sometimes gives the impression that there is no smooth communication between the different teams within IBM. Review collected by and hosted on G2.com.

I primarily use IBM Lab Services to conduct behavior/performance analysis of IBM products and services, addressing problem-solving and specific topics such as HealthChecks and focused analysis. I appreciate that these services help us improve monitoring and observability, which are crucial for enhancing the performance of our applications. IBM PowerHA, IBM GPFS, IBM and AIX, among others. The methodology used by IBM Lab Services, where we contact the focal point, who then analyzes if they have resources and assigns us the correct one, is quite clear and effective, although it could be improved in terms of time. Additionally, the recommendations for new implementations and the endorsement of the IBM team are very valuable to us. Review collected by and hosted on G2.com.

I feel that sometimes there is a lot of delay in requesting the topic of services, and there is too much time waiting for the assignment and response of the analyses we require. In the banking industry we are in, we cannot have such late responses. The location of the specialist support and the delivery of reports usually take weeks or even months, which is problematic for us. This is the part that should be improved. Review collected by and hosted on G2.com.

High technical and specialized knowledge of the architects during the IMPLEMENTATION phase of OpenPages, willingness to negotiate different topics, and high quality and timeliness in the reports from the Project Management. Very willing to listen. Review collected by and hosted on G2.com.

We see no disadvantages in working with expert labs; we are happy with that arrangement. Review collected by and hosted on G2.com.

The in-person support we have received during our requests has been constant, always showing a great willingness to help us and being attentive to carrying out proactive tasks related to the administration and implementation of good practices. Review collected by and hosted on G2.com.

So far, I have not experienced any problems nor is there anything in particular that I dislike about the service I have received. Review collected by and hosted on G2.com.

IBM's support or assistance service is always accompanying the Organization. Questions, improvements, access, I can access everything directly, whether by phone, in-person meeting, or telematically. That almost real-time help is a tremendous contribution for us to be able to keep moving forward. Review collected by and hosted on G2.com.

The overall cost of the system is not cheap and the COGNOS reporting is not so easy to understand. Regarding the latter, I constantly need support from IBM, but the idea would be to be more independent in generating reports. Review collected by and hosted on G2.com.

I love the deep technical expertise of the Lab Services team, as well as their collaborative and personalized approach to addressing our specific needs. The quality of the consulting, the efficiency in implementing solutions, and the commitment to tangible results really give me confidence to continue working with them. Additionally, I appreciate their great ability to diagnose failure points and establish corrective actions that ensure the proper functioning of the platform. The deliverables, such as the documentation and the platform 'health check', are extremely professional and have helped us certify or correct the platform for its proper functioning. I also greatly value the support received during the configuration and tuning of our P10, which has been vital in the advancement of our projects. The dedication and support of specific individuals like Carlos Cabañas has been invaluable, as his help allows us to operate correctly, avoiding setbacks that could lead to major problems. Review collected by and hosted on G2.com.

If you don't have an active contract on hand, they can't support you. Review collected by and hosted on G2.com.

I like the specialized support, the personalized and quick attention, and that they have a team of experts available during customer service hours. Review collected by and hosted on G2.com.

In general, I am satisfied; however, sometimes the availability of specialized resources could be greater outside of office hours. Even so, we have always had communication and efforts have been made to meet our needs. Review collected by and hosted on G2.com.

I value the excellent disposition of the team. Very good customer service. When their support has been required, they have provided it kindly. Great technical knowledge of the tool. I especially highlight Javier Fuentes, Diego Urbaneja, and Ali Robles, without forgetting Claudio Torres who has been there from the beginning. Review collected by and hosted on G2.com.

Aspects to improve:

- For each implementation, have a mechanism in parallel to document calculations, relationships, etc., to make it much easier to generate manuals.

- Have operational instructions for the tool so that the client can resolve specific issues or changes in models.

- Conduct regular technical training on the tool.

- Present a catalog of tools available in IBM that could be leveraged. Review collected by and hosted on G2.com.

What I like best about IBM Expert Labs is the combination of deep technical expertise, a highly qualified global team, and the ability to deliver differentiated, high-quality analyses. Their structured approach not only validates critical environments but also reinforces client confidence by ensuring that hybrid cloud infrastructures are robust, resilient, and future-ready. Review collected by and hosted on G2.com.

Honestly, there was nothing to dislike. The engagement fully met our expectations and delivered excellent results. Review collected by and hosted on G2.com.