THE 2011 TECHNICAL SUPPORT STORY
THE 2011 TECHNICAL SUPPORT STORY
IBM Global Technology Services
11705: End-to-End IBM Service Support Web Portals
August 2012
Mark Fyffe
Program Manager – SoftwareXcel
IBM Corporation
22
System Z - Software Support Environment
What’s the most important thing to remember about support for zOS?
- Support contracts for non-System z server types e.g. SWMA for AIX, Support Line
for Microsoft Windows, etc. provide both defect and usage support under a single
contract.
- This is not the case under System z. Defect support (problems with the System z
software code) and usage support (installation, configuration, interpreting
documentation, etc.) are provided under a range of separate contracts.
So what are these System z support contracts called?
- Defect
• Monthly License Charge (MLC)
• Subscription and Support (S&S)
- Enhanced Defect
• Alert
• Resolve
- Enhanced Usage
• SoftwareXcel: Enterprise Edition
• SoftwareXcel: Basic Edition
33
System Z - Web portals for support
•
IBMLink/ServiceLink
• Service Request
• IBM Support Portal
• ShopzSeries
• SMP retrieval
• IBM Assist On Site (AOS)
• ResourceLink
• ESC+
44
System Z - IBMLink/ServiceLink
What is it?
- Comprehensive web site primarily focused on the
supporting of software on System z.
- Requires a support agreement.
- Can be used to access Service Request, but requires
additional sign on.
What is the web address?
- http://www.ibm.com/ibmlink
55
IBMLink/ServiceLink panel
66
System Z - Service Request (SR)
What is it?
- Service request is IBM single electronic web application for reporting
software problems.
- Replaces Electronic Technical Response (ETR) on
IBMLink/ServiceLink
What is the URL?
- Can be accessed via IBMLink/ServiceLink at http://www.ibm.com/ibmlink
- or directly at https://www.ibm.com/support/servicerequest/
7
Service Request Home Page
8
Selecting a product
9
Selecting a product
10
Selecting a customer number
11
Entering information on Problem
12
Entering information regarding issue
13
14
Submitting Issue
15
Searching for PMRs
16
Searching PMRs (continued)
17
Customizing PMR List
18
Your support agreements
19
Setting default customer number
20
Notification options
2121
IBM Support Portal
What is it?
- Consolidated access point for hardware and software support.
-
What is the URL?
- http://www.ibm.com/support/entry/portal/overview
2222
IBM Support Portal panel
2323
System Z - SMP/E Internet Service Retrieval
What is it?
– SMP/E Internet Service Retrieval can be used to request corrective
service, preventive service, and HOLDDATA, from a dedicated IBM
server, download the service package directly to z/OS
– Service can be requested on demand or automate the service
delivery process to be automatic.
What is the URL?
- General information -
http://publibz.boulder.ibm.com/zoslib/pdf/smpeiret.pdf
- For set up info –
http://publibz.boulder.ibm.com/cgi-bin/bookmgr_OS390/BOOKS/GIMUSR51/4.0?SHELF=gim2bk90&DT=30220822282258
2424
System Z - ShopzSeries
What is it?
- Shopz is the online solution for ordering and delivery of System z
software. Shopz is used by customers worldwide to plan, place,
and track orders, 24/7.
What is the URL?
- https://www14.software.ibm.com/webapp/ShopzSeries/ShopzSeries.jsp
2525
System Z - ShopzSeries panel
2626
IBM Assist on Site (AOS)
What is it?
– IBM Assist On-site is a remote tool that allows IBM support
engineers to share control of your workstation to help speed time
to resolution very similar to RSV-XCEL except no lease line
requirements or advance set up.
– If session is needed request made to support rep
What is the URL?
- http://www.ibm.com/support/assistonsite/
2727
IBM Assist on Site (AOS) panel
2828
System Z - ResourceLink
What is it?
- Resource Link™ is a customized Web-based solution, providing
access to information for planning, installing, and maintaining IBM
Systems and IBM System z servers and associated software.
What is the URL?
- https://www.ibm.com/servers/resourcelink/svc03100.nsf?Opendatabase
2929
System Z - ResourceLink panel
3030
Electronic Service Call (ESC+)
What is it?
- The application to electronically place and monitor only hardware
service requests electronically. Status updates for the service
requests are automatically available on ESC+.
- This website will benefit you by reducing the time spent in voice
communication with IBM placing service requests, monitoring
status, canceling a service request, or providing additional
information. ESC+ also provides an easy way to view all active
requests and several months of request history.
What is the URL?
- https://www.ibm.com/support/esc/signin.jsp
3131
Electronic Service Call (ESC+) panel
3232
System Z - Which one to use?
Entry point for researching, working, or submitting PMRs against software
problems on System Z – IBMLink/ServiceLink
If IBMLink is down you can report problems directly at the SR site.
• Advantage of going to IBMLink fist is all zOS support tools are
available in a single location.
Information on Hardware – ResourceLink
Reporting a hardware problem – ESC+
Downloading service for zOS – SMP/E internet service retrieval
Downloading service for zVM or zVSE – IBMLink SRD
Downloading preventive maintenance – IBMLink SRD (customized orders)
Requires contract for SoftwareXcel enterprise edition
Ordering a software product – ShopzSeries
Working with support on high impact, high severity problem – AOS
General information on IBM products, other platforms – Support Portal
3333
System Z - Important information
An IBM ID is needed
Password is maintained by user
Important in SR to use the right customer number
associated with the service agreement
IBM voice support is available 1-800-IBM-Serv
Support for IBMLink via 1-800-543-3912 or feedback
Support for SR via the technical assistance request
form in SR help (srhelp@us.ibm.com)
34
System Z Support Offerings - Service Deliverables
XXXProblem Listing by Account
XPremium Response (1-hr Response for defect calls during prime shift)
XXElectronic “usage” Q&A with Severity
XXAlerts – PEs/HIPERs/PE Fixes via ASAP (Automatic Software Alert Process)
XXEnhanced HOLDDATA
XRemote Screen Viewing (AOS)
Optional Voice Uplift featureVoice “usage” Q&A (Question and Answer)
X
X
X
X
X
SoftwareXcel
Basic Edition
X
X
X
X
X
X
X
X
X
X
X
SoftwareXcel
Enterprise Edition
X
X
X
X
X
Resolve Alert
Monthly Management Reports
HIPER/PE (High Impact or Pervasive APAR/PTF in error) check on inventory
Ordering of toleration/coexistence service
Health check for currency of customer’s installed products
Ordering of customized preventive and corrective fix package on installed
fix inventory
Ordering of ESO/RSU (Expanded Service Option or Recommended Service
Update)
Fix Delivery via SRD (Service Request and Delivery)
Preventive Service Planning (PSP)
Database Query via SIS (Search Information Service)
Automatic Status Tracking (AST)
Service Request Electronic Defect Problem submission
Offering Element
