IBMLINK/ServiceLink

1

©

2004

IBM Corporation

IBMLINK/ServiceLink

SHARE August 2004

Did you know that …

! you can electronically open, track, update, and close a defect or

problem record?

! you can order corrective/preventive/toleration/Hiper tailored to your

SMP/E CSI (Consolidated Software Inventory) and have it sent

electronically in hours?

! you can search, browse, and track your maintenance?

! you can receive alerts according to specified FMIDS?

! you can view PSP buckets and easily reference desired buckets

without remembering all the names?

! you can get a total package of support services for your zSeries

system?

2

SHARE August 2004

`

All this and more is available in the electronic functions

provided by IBMLink/ServiceLink applications via

SoftwareXcel Enterprise Edition for zSeries

• SIS – search for service and support information

• ETR – communicate with IBM support service (Defects and How-to)

• SRD – order fixes or PTFs (customized and non-customized)

• ASAP – receive critical service notifications

• PSP – view preventive service planning information

• AST – track APARs and PTFs

• PCR – view product cross reference information

ServiceLink (hosted on IBMLINK) provides the applications to enable you to:

(www.ibm.com/ibmlink/link2)

SHARE August 2004

SIS – Service Information Search

Provides access to a wide variety of services and support information

about IBM products.

Assists in Problem Resolution

• Search for known problems by specifying one or more keywords in

– Usage and defect data bases

– Frequently asked questions

– System center flashes and bulletins

– Nondefect data bases

• General search – used to search usage and defect data

simultaneously

• APAR search – used to search for APAR

• PTF search – used to search for PTF

• Usage search – used to search for non-defect related problems

• Work with document – used to browse a specific item (APAR, PTF)

3

SHARE August 2004

SIS – Search for service and support information

SHARE August 2004

ETR – Electronic Technical Response

Allows you to electronically report a problem to IBM for:

• defects

• how-to’s: usage, installation, and non-defect support

Assists in problem resolution

• Responses received either electronically or by phone

• Problem lists by user, account, or specific subset

– Viewed

– Updated

– Completed

– Printed

– Reassigned

– Tailored

4

SHARE August 2004

ETR

SHARE August 2004

5

SHARE August 2004

6

SHARE August 2004

ETR

7

SHARE August 2004

8

SHARE August 2004

9

SHARE August 2004

10

SHARE August 2004

SRD – Service Request and Delivery

Provides electronic ordering of corrective, preventive,

toleration/coexistence, and HIPER/PE maintenance packages.

Assists in problem resolution

• Electronic order and receipt of PTF(s) or listing of PTF(s) that can

include requisites, superseded PTF(s), PE fixes

• Customized options:

– corrective service customized to your installed inventory

– Preventive service customized to your installed inventory

– Hiper/PEs (actual ptfs or reports) customized to your installed

inventory

– Toleration/coexistence maintenance customized to your installed

inventory

• Shipped electronically

• Updated SMP/E CSI is maintained by IBM for use with subsequent

orders

SHARE August 2004

SRD

–

Order fixes or PTFs (non

-

customized)

11

SHARE August 2004

SRD

–

Order fixes or PTFs (customized)

SHARE August 2004

SRD (cont’d)

12

SHARE August 2004

Order corrective service (ptfs) based on CSI profile

SHARE August 2004

Order corrective service (ptfs) based on CSI profile (cont’d)

13

SHARE August 2004

Order Hiper / PE (fixes or report), based on CSI profile

SHARE August 2004

Order toleration/coexistence maintenance based on CSI

profile

14

SHARE August 2004

Order Preventive Service based on CSI profile

Order preventive maintenance based on CSI profile

SHARE August 2004

Request CSI profiles

15

SHARE August 2004

Request CSI profiles

SHARE August 2004

Request CSI profiles

16

SHARE August 2004

ASAP – Automatic Software Alert Process

Allows you to receive automatic notifications when there are

changes to critical service information about your products.

Assists in Problem Prevention

• While in ASAP, you can:

– Work with notification list

– Setup notification types

– Work with profiles to display the products contained in the

profile

– Display tracking reports indexed by user or by product

– Request holddata history

order ++HOLD and ++RELEASE cards for FMIDs in either

your MVS profile or in your account

• Prevent service problems before there is an outage

SHARE August 2004

ASAP – choose the types of notifications to receive

17

SHARE August 2004

ASAP – Notification List

SHARE August 2004

ASAP – Holddata history

18

SHARE August 2004

ASAP – Product tracking report

SHARE August 2004

ASAP – Product tracking report (cont’d)

19

SHARE August 2004

PSP – View preventive service planning information

Provides information regarding the installation of software products,

new product releases, hardware products, and preventive service

packages. The information is organized into upgrades and

subsets.

• Assists in problem prevention

• Once the information is found, you can:

– View the upgrades and subsets

– Order PTFs from a subset's PTF Include List

– Download Hold/Release Cards for a subset's Include/Exclude

Lists

– Create profiles that will allow you to view the same subsets

periodically.

– Find the exact upgrade or subset that is needed using online

indices

SHARE August 2004

PSP - Open

PSP Open

20

SHARE August 2004

PSP – Search for product installation information

Search for upgrade/subset

SHARE August 2004

AST – Automatic Status Tracking

• Notifies you when the status of an APAR or PTF changes.

– helpful when an APAR is for an unsolved problem

– track PTFs for availability

• Assists in problem resolution

– Add APARs or PTFs to the AST tracking list

– Viewing your AST tracking list – for browsing, deleting, or ordering

21

SHARE August 2004

AST – track APARs and PTFs

AST – Track APARs and PTFs

SHARE August 2004

PCR – Product Cross Reference

• Assists in problem resolution and problem prevention

• View the Product Cross Reference Lists which cross references

IBM software by:

– Component name

– Product name

– FMID

– Component ID

– Program number

– Release

• Useful when using other service applications

22

SHARE August 2004

PCR

SHARE August 2004

PCR (cont’d)

23

SHARE August 2004

PCR (cont’d)

SHARE August 2004

SoftwareXcel Enterprise Edition for zSeries provides a total integrated

package with the software services you need for your zSeries software

– Provides service quality, delivery, and ease of installation

– Takes the risk out of putting maintenance on your system

– Increases the stability of your system by providing accurate and

rapid electronic maintenance

– Easy to use electronic tools for proactive problem prevention and

management

– Easy to use electronic tools for rapid problem resolution

– Electronic submission of installation, usage questions and non-

defect problems

– Includes customized preventive and customized fix packages

– Access to higher technical support center skills

– Continually enhanced by providing the latest product support

Visit: http://www-1.ibm.com/services/us/index.wss/so/its/a1000185

http://www.ibm.com/services/sl/swxcel

(products supported)

Summary

24

SHARE August 2004

Where to go for more information

• IBMLink help desk – 1-800-543-3912

• Sales assistance – 1-888-426-4343 Option 1

• Mark Fyffe

– US SoftwareXcel program manager

– 1-845-433-3067 or fy[email protected].com