IBM Electronic Services Support using Automation and Web Tools

Book description

What is IBM Electronic Services? Why do I need it? Where do you get it? When and how do you use it? How will this help you electronic support relationship with IBM? Find the answers to these questions and more details about IBM Electronic Services in this IBM Redbooks publication.

The goal of IBM Electronic Services is to simplify your support relationship to make it easier and faster to do business with IBM. Through automation and Internet access, Electronic Services integrates the IBM Support community with your company staff and your IT environment. The two major components are IBM Electronic Service Agent™ (Service Agent) and the IBM Electronic Services Web site.

IBM Electronic Services reaches across all IBM systems in all countries or regions where IBM does business. Electronic Services can provide the electronic support relationship for a single machine environment or a multinational complex of many servers.

This book is intended for IT management, system operators, and other people who work for and with IBM clients. Prior to reading this book, you need to have a thorough understanding of your computer system and networking environments.

Table of contents

  1. Notices
    1. Trademarks
  2. Preface
    1. The team that wrote this book
    2. Become a published author
    3. Comments welcome
  3. Summary of changes
    1. September 2007, Second Edition
  4. Chapter 1: Welcome to IBM Electronic Services
    1. Electronic Services
    2. Electronic Services are necessary
    3. Privacy and security of Electronic Services
    4. Electronic Service Agent
    5. Electronic Services Web site
  5. Chapter 2: Use of Service Agent information
    1. Where ESA information is at work
    2. Automatic hardware problem submission
    3. Viewing Service Agent information
    4. My Search
    5. Performance Management reports
    6. Capacity Upgrade on Demand
    7. Enhanced Technical Support
  6. Chapter 3: IBM Electronic Services Web site
    1. IBM Electronic Services Web site overview
    2. Your IBM ID
    3. About this site/Tours
    4. My messages and My custom links
    5. My systems
      1. Select systems
      2. Select reports
      3. My Search using inventory data (1/2)
      4. My Search using inventory data (2/2)
    6. Open service requests
    7. Technical documents
    8. Access premium services
    9. Electronic Service Agent
    10. Services administration
  7. Chapter 4: IBM Electronic Service Agent
    1. Electronic Service Agent overview
    2. Environments
    3. Where to install and activate IBM Electronic Service Agent
      1. Functions by operating system
      2. Service information
    4. Privacy and security of your information
      1. Privacy
      2. Transmission security
  8. Chapter 5: IBM Electronic Service Agent and the Hardware Management Console security
    1. SA transmission security
    2. SA connection options
      1. Modem
      2. Internet HTTPS
      3. Internet Virtual Private Network
    3. SA and HMC privacy of client information
    4. Hardware Management Console (HMC)
      1. HMC outbound configurations
      2. HMC inbound configurations
    5. HMC protocols and encryption
      1. AT&T Global Network
      2. SSL
      3. VPN
    6. HMC data and information
      1. Data sent to IBM
    7. HMC additional considerations
      1. IBM server address list
      2. VPN server address list
      3. Remote service HMC port list
      4. Multiple HMCs
  9. Chapter 6: IBM Electronic Service Agent: Connectivity for System i and System p
    1. Where to install and activate IBM Electronic Service Agent
    2. Before you begin
      1. Determine your connectivity method
    3. Prerequisites
    4. Ensure that your physical network is set up correctly
    5. Obtain or verify an IBM ID
    6. Verify the HMC service settings
  10. Chapter 7: IBM Electronic Service Agent for System i
    1. Where to install and activate IBM Electronic Service Agent
    2. IBM Electronic Service Agent V5R4 for System i platform
    3. Stand-alone system compared to partitioned system
    4. Interaction with other components
    5. Activation
    6. Connectivity
      1. Service Agent in a network
    7. User Interface: Character-based compared to GUI
    8. Keeping Service Agent current
      1. Auto PTF
      2. Group PTF
      3. Subscription Service
      4. Recommended Fixes Web page
    9. Controls
      1. Threshold table
      2. Delay problem reporting
      3. Service Agent activity
      4. Automatic connection verification (Heartbeat)
      5. Line control
    10. Software problem reporting
    11. Batch activation
    12. Authorizing users to view or use service information
    13. HMC Service Agent
      1. Planning
      2. Installation and activation
      3. Maintenance
  11. Chapter 8: IBM Electronic Service Agent for System p
    1. Electronic Service Agent on System p
      1. Overview of Service Agent on System p
      2. Key tasks and functions
      3. Machine types and models that are eligible for Service Agent
      4. Service Agent Connection Manager
    2. Stand-alone environment: Planning and prerequisites
      1. Service Agent code installation and activation
      2. Installation
      3. Activation
      4. Maintenance (1/2)
      5. Maintenance (2/2)
      6. Stopping and restarting Service Agent
    3. HMC: Planning and prerequisites
      1. Installation and activation
      2. Maintenance
      3. Stopping and restarting a process
  12. Chapter 9: IBM Electronic Service Agent for Linux on the System i, System p, and System x platforms
    1. Electronic Service Agent
      1. Overview of Service Agent for Linux on System p
      2. Machine types and models that are eligible for Service Agent
      3. Service Agent Connection Manager
    2. Planning, installation, and activation
      1. Planning
      2. Installation
      3. Activation
    3. Maintenance
      1. Basic menu
    4. Mixed partition configurations
    5. Service Agent for Linux on System x
      1. Stand-alone environment
      2. IBM Director Extension
  13. Chapter 10: Service Agent for the Hardware Management Console
    1. The Service Agent and HMC on System i and System p
      1. Planning your HMC environment for Service Agent
      2. Installation and activation
      3. Maintenance
    2. Electronic Service Agent for System z
    3. HMC activation
  14. Chapter 11: IBM Electronic Service Agent for System x
    1. IBM Electronic Service Agent for System x
      1. The stand-alone environment
      2. IBM Director Extension
    2. Stand-alone planning, installation, and activation
      1. Planning
      2. Installation wizard
      3. Upgrade information
      4. Configuration and maintenance
      5. Uninstall process
    3. Director Extension: Planning, installation, and activation
      1. Planning for the Service Agent application setup
      2. Installation, configuration, and activation
      3. Maintenance
      4. Uninstall process
  15. Chapter 12: IBM Electronic Service Agent for System z
    1. Electronic Service Agent for System z
    2. Features and functions
    3. Planning
    4. Connection modes
      1. Enhanced security for data transmissions
      2. HMC connectivity
      3. Direct connectivity
    5. Applying the Service Agent code to all images
      1. Hardware configuration
      2. Hardware activation
      3. Software collection configuration
      4. Collection and transmission activation
      5. Activating Service Agent tasks
    6. Maintenance
    7. Uninstall process
    8. HMC activation
  16. Related publications
    1. IBM Redbooks publications
    2. Other publications
    3. Online resources
    4. How to get IBM Redbooks publications
    5. Help from IBM
  17. Back cover

Product information

  • Title: IBM Electronic Services Support using Automation and Web Tools
  • Author(s): LindaMay Patterson, Mary Kay Hyde-Bohn
  • Release date: September 2007
  • Publisher(s): IBM Redbooks
  • ISBN: None