What is Electronic Service Agent?
- Secure, integral component of IBM's Electronic Services support strategy.
- Free software tool that resides on customer systems to monitor events and system service information. Automatically and electronically sends error information to IBM to aid in problem resolution.
- Provides inventory and configuration information through "My Systems" which can be used in searching the IBM knowledge base through "Premium Search"
- It shows "zero latency" inventory data to support engineers to ensure the support engineer has the latest inventory and configuration information even if the system is down.
- Designed to be flexible and proactive:
- automatically detects and submits hardware problems to IBM support
- secure transmission via internet (HTTPS) or modem
- clients available for all IBM Systems (i, p, z & x, including HMC environments and DS8000 Storage)
- communicates securely through gateways to provide customers a single point of exit from the customer site
- fully customizable by customer
How does it work?
Electronic Service Agent: tool resides on Customer systems and automatically reports problems to IBM. The client also transmits inventory information to IBM upon installation and as inventory changes.
IBM Support Center: analyzes problem details and inventory information and creates an action plan. If an onsite service call is required, the engineer will arrive with the necessary parts to quickly resolve the issue.
Customer: Using the IBM ID entered during activation, customers can view system information in the secure "My Systems" category of the Electronic Services website at: http://www.ibm.com/support/electronic
Secure
- System inventory information is stored in a secure database which is protected behind IBM firewalls.
- System inventory information is treated as confidential information. It is viewable only by the Customer and IBM.
- Customer's Business Applications or Business-Data are never collected or transmitted.
Electronic Service Agent components
Hardware problem reporting
- Indicates and prevents hardware errors by early detection of potential problems and automatically calls IBM Service when necessary.
- Once inside IBM, a problem error data is run through TSKBS and knowledge articles are appended to the PMR.
System service information
Collects and electronically sends system information to IBM to provide improved service. The categories of information collected are:
- Customer contact information
- System utilization
- Performance
- System failure logs
- Feature codes
- Part numbers, serial numbers
- Part locations
- Software inventory
- Operating system applications
- Program temporary fix (PTF)
- Maintenance levels
- Configuration values
How does it help customers?
Ease of Use
- Easy to activate; integrated with i5/OS and HMC code; downloadable for other OS's
- Easy-to-use, user-friendly interface
- Single portal to IBM for customizable, comprehensive support info
- Full customer control of automated reporting
Automated Electronic Problem Reporting
- Automatically gathers and reports required system information
- Uses knowledge based system to prevent rediscovery
- Designed to intelligently "navigate" through IBM's call-reporting infrastructure
- Reports accurate, thorough, and complete information when the call is received/routed
- Less personnel time providing/gathering information and reporting problems
- Less personnel involvement in problem determination process
Call-Routing
- Routes calls to correct resource first time, with required information available
- Faster access to appropriate resource in IBM
- Faster initial repair/fix-related response from IBM
- Desktop application allows Support a direct view to key customer information for some platforms
- Up to 15 minutes of problem determination time recaptured through automation
Shorter Downtime
- Problems not requiring parts are handled remotely, saving travel time and eliminating on-site time.
- Faster on-site response with parts, location, and detailed problem information all known before arrival
Customer Advantages
- Higher availability due to proactive avoidance of problems and outages via automated system monitoring and predictive maintenance
- Ability to track/manage reported problems using problem management functions
- Use technology to ensure value of investment
- Centralized collection and reporting of inventory for entire network
- Electronic presentation of HW/SW inventory & system/configuration values
- Capacity planning enhanced
Product information, downloads, userguides and whitepapers:
http://www.ibm.com/support/electronic
