42 IBM Electronic Services: Support using Automation and Web Tools
4.1 Electronic Service Agent overview
The first product in the Service Agent family, Service Director™ SubSystem (Service Director
or SDSS), was introduced in 1987. It monitored direct access storage device (DASD)
input/output (I/O) attached to a S/390® platform. Over the years, the scope of platform
coverage now works with or is integrated into five operating systems. IBM clients in over 64
countries (regions) can activate Electronic Service Agent.
The following list outlines the current Electronic Service Agents. Because there are periodic
updates on each platform, refer to the Service Agent User Guide for the latest listing of
machine types and operating system coverage:
򐂰 Electronic Service Agent for System i
򐂰 Electronic Service Agent for System p
򐂰 Electronic Service Agent for Linux on System p
򐂰 Electronic Service Agent for System x
򐂰 Electronic Service Agent for Linux on System x
򐂰 Electronic Service Agent for System z
Figure 4-1 shows how the Service Director span of functions has evolved into the current
Service Agent functions.
Figure 4-1 Service Director growth into Service Agent
4.2 Environments
Service Agent is available on each IBM system product line for stand-alone and network
environments. The secure communication options range from modems to the Internet.
Figure 4-2 provides an example of a stand-alone environment.
Service Director
Function
CE Tool
Site-Based
Dispatch CE
Alert Reporting to Retain
Benefits
High Availability
Customer Satisfaction
Quicker Fix Time (DRA)
Parts Usage
Product Quality
Reduction in RAs
Service Agent
Function
Benefits
CE Tool
Customer Tool
Web-Based
Dispatch CE
Central Repository of
Collected Data
Alert Reporting to Retain
Problem Management
Vital Product Data
PTF Libraries
Customer Profiles
Capacity Planning
Service Director Capabilities
PLUS
Expanded to Software
Services Offerings Enabler
Marketing
Support Center Enabler
Capability Growth
Benefit Growth
Chapter 4. IBM Electronic Service Agent 43
Figure 4-2 Generic stand-alone network
Figure 4-3 shows an example of a network environment. In this environment, Service Agent
flows inside complex networks and helps to manage the complexity with automatic hardware
problem submission and inventory collection.
Figure 4-3 Generic complex network
IBM
IBM
Firewall
Firewall
Client
Client
Firewall
Firewall
Internet
AT&T
Gateway
IBM
IBM Databases:
SA Inventory
VPD to MRPD
RETAIN
Modem
Dispatch SSR
as appropriate
Call
Client
Support
Center
OR
Client can view
on Web:
Inventory
Internet
SA Client
SA Client
IBM
IBM
Firewall
Firewall
Client
Client
Firewall
Firewall
Internet
AT&T
Gateway
IBM
IBM Databases:
SA Inventory
VPD to MRPD
RETAIN
Client can view
on Web:
Inventory
Modem
SA Gateway
SA
Clients
Dispatch SSR
as appropriate
Call
Client
Support
Center
Internet

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