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IBM United States Hardware Announcement
110-009
IBM is a registered trademark of International Business Machines Corporation
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data such as the machine type, model, and serial number, along with error log data
related to the failure are sent to IBM Service.
Service Processor
The Service Processor provides the capability to diagnose, check the status of, and
sense the operational conditions of a system. It runs on its own power boundary and
does not require resources from a system processor to be operational to perform its
tasks.
The Service Processor supports surveillance of the connection to the HMC and to
the system firmware (Hypervisor). It also provides several remote power control
options, environmental monitoring, reset, restart, remote maintenance, and
diagnostic functions, including console mirroring. The Service Processors menus
(ASMI) can be accessed concurrently with system operation allowing nondisruptive
abilities to change system default parameters.
Call Home
Call Home refers to an automatic or manual call from a customer location to
IBM support structure with error log data, server status, or other service-related
information. Call Home invokes the service organization in order for the appropriate
service action to begin. Call Home can be done through HMC or non-HMC managed
systems. While configuring Call Home is optional, clients are encouraged to
implement this feature in order to obtain service enhancements such as reduced
problem determination and faster and potentially more accurate transmittal of
error information. In general, using the Call Home feature can result in increased
system availability. The Electronic Service Agent
TM
application can be configured
for automated call home. Refer to the next section for specific details on this
application.
IBM Electronics Services
Electronic Service Agent and the IBM Electronic Services Web portal comprise the
IBM Electronic Services solution -- dedicated to providing fast, exceptional support
to IBM customers. IBM Electronic Service Agent is a no-charge tool that proactively
monitors and reports hardware events such as system errors, performance issues,
and inventory. Electronic Service Agent can help focus on the customer's company
strategic business initiatives, save time, and spend less effort managing day-to-day
IT maintenance issues.
Integrated in the operating system in addition to the HMC, Electronic Service Agent
is designed to automatically and electronically report system failures and customer-
perceived issues to IBM, which can result in faster problem resolution and increased
availability. System configuration and inventory information collected by Electronic
Service Agent also can be viewed on the secure Electronic Services Web portal and
used to improve problem determination and resolution between the customer and
the IBM support team. As part of an increased focus to provide even better service
to IBM customers, Electronic Service Agent tool configuration and activation comes
standard with the system. In support of this effort, a new HMC External Connectivity
security whitepaper has been published, which describes data exchanges between
the HMC and the IBM Service Delivery Center (SDC) and the methods and protocols
for this exchange. To read the whitepaper and prepare for Electronic Service Agent
installation, go to the Reference Guide section at
http://www.ibm.com/support/electronic
Select your country.
Click on "IBM Electronic Service Agent Connectivity Guide."
Benefits
Increased uptime: Electronic Service Agent is designed to enhance the
warranty and maintenance service by providing faster hardware error reporting
and uploading system information to IBM Support. This can optimize the time