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MTB03002-USEN-00
Global Technology Services
IBM Electronic Services
Copyrig ht IBM Corporation 2008
IBM Global Services
Route 100
Somers, NY 10589
U.S.A.
Produced in the United States of America.
06-08
All rights reserved.
IBM, the IBM logo, ibm.com, Electronic Service Agent,
Power Systems, System i, System p, System x and
System z are trademarks or registered trademarks of
International Business Machines in the United States,
other countries, or both.
Why Should You Use IBM Electronic Services?
Improve system availability by decreasing problem
resolution time.
System monitoring and automati c problem submissi on
24x7 through a secure connection to IBM helps IBM
Support respond more quickly.
IBM can analyze your code levels and config uration
even if your system is down.
Notifi cation of potential problems positions you to
proactively take appropriate act ion.
Filtered searches based on your hardware and
software environment eliminate results not applicable
to your system.
Sharing your desktop with IBM Support allows your
representative to assist you remotely.
Simplify your maintenance management
Access IBM Support through a single Internet site where
Web-based hardware or software service requests can
be submitted.
Manage all of your IBM hardware platforms with current
OS versions, in single or complex environments.
Grant access to your system reports to anyone you select ,
including business partners.
Most functions are available at no charge with your
warranty or maintenance agreement.
For more information
To learn more about IBM Electronic Services,
contact your IBM representative, or visit:
ibm.com/support/electronic
ibm.com/support/electronic/serviceagent
www.redbooks.ibm.com/abstracts/SG246323.html
To submit comments, write: [email protected]
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Did you ever wish
Your systems could open a Service Request automati cally?
You could search for fixes that applied to only your
systems?
You could view, sort, compare, print or save your system
inventory information with all the products and fixes at
any time?
You could be notif ied of potentia l problems or important
information about your hardware or software?
You had one IBM Web site where you could submit any
Service Request?
You could share your desktop with IBM Support represent-
atives, allowing them to see what you see and type in the
necessary commands?Have your wish with IBM Electronic
Services
IBM Electronic Services is a set of tools designed to
deliver
support of your IBM products in a faster, more personalized
and more proactive way. By integrating electronic tools and
the IBM service infrastructure to help support your IBM
prod-
ucts and services 24x7, you are better able to keep your IT
environment running with minimal disruptions and maxi-
mum efficiency.
IBM Electronic Services is enabled by both:
IBM Electronic Service AgentTM
IBM Electronic Services Web site
As a no-charge enhancement to your existing IBM support
coverage, IBM Electronic Services is available for your IBM
PowerTM Systems (including IBM System iTM and IBM System
pTM), IBM System xTM and IBM System zTM addressing
hardware, firmware and operating system needs.
IBM Electronic Services Web site
The IBM Electronic Services site eliminates the multiple
entry
points you may have used to access IBM Service and Support.
It is a single entry point for all platform customers
worldwide
available in multiple languages and serves as a portal to a
wealth of information about your systems. Bookmark
ibm.com/support/electronic as your first stop for personalized
support.
Leverage 24x7 system monitoring and automatic problem
submission with IBM Electronic Service Agent
A software product that resides on your system, IBM
Electronic
Service Agent proactively monitors, tracks and collects
error
and inventory data. Using a secure, outbound, intelligent
con-
nection to IBM, it not only automatically opens an IBM
Service
Request on your behalf, but it also filters your error against
the
IBM proprietary technical support knowledgebase and routes
this information along with full error details to the support
spe-
cialist with the correct skills. This can save you significant
time
because IBM Support is engaged immediately and is provided
with articles and solutions directly related to your situation.
This
comprehensive approach positions your representative to re-
solve the problem more efficiently, helping you maintain
higher
availability and improved performance for your systems.
IBM Electronic Service Agent can be activated on a single
system or across a complex environment for the range of IBM
Power Systems (including System iTM and System pTM), System
x
and System z.
Access comprehensive system inventory information with
My Systems
With My Systems, you can select any of the machines that
have
been associated with your IBM ID for platform-specific
reports.
These can be viewed, sorted, printed or downloaded, allow-
ing you to compare and contrast your systems. Similar
reports
are available to the IBM Support community to expedite
problem resolution.
Filter searches for your specific systems using My Search
My Search combines the function of search tools and the
value
of system inventory data. This Web tool provides advanced
searching over IBMs technical knowledgebase of service and
support information and can reduce the number of results re-
turned by up to 90 percent, getting you to the right
information
more quickly.
Receive notices of potential pr oblems through
My Notifications
My Notifications provides you with personalized, proactive
technical suppor t. The notices are based on your system
inventory, your support contracts with IBM and your sub-
scriptions, including the categories you select, delivery
methods (including e-mail and text messages) and types
of notices. These notifications provide you advance warn-
ing of potential problems, allowing you to proactively
address
the situation.
Submit Web-based service requests
You can submit a service request for either hardware or
soft-
ware products via the IBM Electronic Services Web site. Your
request will be managed based on your contract relationship
with IBM.
Obtain remote assistance with Assist On-Site
With Assist On-Site, our live remote-assistance tool, a mem-
ber of our support team can view your desktop and share
control of your mouse and keyboard to speed up problem
determination, collection of data and problem resolution.
More than 85 percent of surveyed customers repor t that
Assist On-S ite has helped them get their systems up and
running more rapidly. Over 15% of them claimed it saved
over 24 hours or a day of time!
How to enable Electronic Services
Following steps detailed in an Electronic Service Agent User
Guide, you first activate Electronic Service Agent for your
machines that are under IBM warranty or maintenance agree-
ments. During the activation process, you enter at least one
IBM ID for your staff. This provides privacy and security
for
your company when accessing data on the Electronic Ser-
vices Web site, and you can authorize additional IDs as
well,
including those for your business partners. For more infor-
mation on the IBM ID and its use within IBM, visit: ibm.com/
account/profile
Information on each Electronic Service Agent and its userguide,
transaction security and connectivity options are
available on the Electronic Services Web site: ibm.com/
support/electronic/serviceagent
