Transcript IBM Maintenance and Tech Support

IBM Maintenance and Technical Support
IBM Hardware Maintenance Services
Hard Drive Retention
March 2012
© 2010 IBM Corporation
IBM Maintenance and Technical Support
Hard Drive Retention
Allows clients to retain highly sensitive data and help ensure privacy
Features
 Available for IBM System i, System p, Power, System x and System z or Storage products.
 Provides clients with the ability to maintain control of sensitive data based on federal, legal and internal
corporate guidelines.
 Services are available during the hours defined through the product warranty or maintenance service
agreement.
Benefits
 Helps safeguard the security and privacy of sensitive data
 Helps customers comply with Federal Legislation
 Integrates data security compliance into system support processes
 Transfers accounting of hard drives as an asset to a maintenance support service
Ideal for
 Clients who need to track and dispose of hard drives that may contain sensitive client, corporate or other
security data (i.e. financial services, healthcare, retail)
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© 2010 IBM Corporation
IBM Maintenance and Technical Support
Hard Drive Retention for Storage
HDR is designed to ensure a client can meet
their legal and internal business controls rules
regarding control of their Data
HDR ensures that
client can be confident
that their data will stay
their data
Client Benefits
Ensures Clients retain control over their data
• Allows IBM clients to retain failed hard drives instead of
returning them to IBM as used returnable parts or
purchasing them at retail prices
• Offers an IBM maintenance service option with
coverage for both the warranty and post-warranty
periods
• Covers all hard drives on a single machine under an
annuity contract
• Is available to U.S. clients with IBM System i™, IBM
System p™, IBM System x™ or IBM System z™
platforms or IBM storage products
Why add HDR to Support for Disk Storage device?
1.
Keeps highly sensitive data in house, supporting
compliance with security and privacy laws
2.
Integrates data security compliance into system support
processes
3.
Simplifies asset tracking, depreciation and budget
planning by embedding hard drive retention into the
support expense
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Should be included as part of a
comprehensive support package covering
Hardware/Software/Product usage of a Disk
based Storage device.
© 2010 IBM Corporation
IBM Maintenance and Technical Support
IBM Hardware Maintenance Services
Microcode Support Services
March 2012
© 2010 IBM Corporation
Why is Microcode support more important now than before?
The Microcode environment
 Microcode is more complex
 Machines are more dependent with specific
functions controlled by Microcode
 Complexity is compounded by increasing
interoperability dependencies between
products
 Microcode in the future will be even more
complex and sensitive to interoperability
issues
The Clients Microcode environment
 Lack of microcode support management process and tools
 Multiple platforms which can require multiple skills
 Remote locations with no onsite resource
 Need to do more with less without sacrificing system availability and performance
IBM Maintenance and Technical Support
© 2010 IBM Corporation
IBM Microcode Support helps Clients avoid downtime and other IT
problems due to microcode issues and conflicts.
» MCS Analysis only:
– Is a proactive, preventive maintenance approach to microcode management
– IBM pulls microcode information from all covered systems
– IBM conducts an analysis of the current microcode environment
– IBM creates a Microcode Support Plan and presents to the Client
» MCS Analysis plus update:
– Onsite Microcode update, performed by IBM SSRs based on the Microcode Support
Plan and when requested by the Client
» Eligible systems:
– System i, System p, System x, Power and Storage Systems
» Contracting:
– Analysis Only, one time per year
– Analysis and Code Update, one time per year
– Analysis Only, two times per year
– Analysis and Code Update, two times per year
IBM Maintenance and Technical Support
© 2010 IBM Corporation
Microcode Support – Features and Benefits
Clients can utilize IBM to perform Microcode tasks
Features
 Maintaining Microcode installed on Server and/or Storage Device at the latest levels
is a customer responsibility.
 Provides 2 levels of optional assistance from IBM on this responsibility.
 Basic Level: IBM will analyze installed Microcode and provide advice on any required
changes
 Advanced Level: IBM will analyze/advise and perform any upgrade the client wishes
to perform on their Server and/or Storage devices.
Benefits
 Lowers Operational costs by reducing the burden on in-house staff to perform tasks
related to Microcode
 Client can leverage IBM skills & expertise
 Avoid the costs/business impact of encountering a problem related to back dated
Microcode
IBM Maintenance and Technical Support
© 2010 IBM Corporation
To understand Microcode Support….
Key questions to ask:
» When was the last time you experienced a microcode problem?
» What happens to your business when you experience downtime or a
problem due to out-of-date microcode levels?
» What is your current strategy for managing your microcode levels?
» Where are you facing pressure within your business organizations to
improve microcode levels?
» How are you currently maintaining the microcode level of all your IBM
systems, cross-platform, given increased business dependencies on your
information technology infrastructure?
» Are you successful in retaining the experienced skills necessary to
manage all of your microcode environment?
» How do you manage and update microcode for your remote locations
where you have no onsite skills?
» What is your long term plan to manage the increasing complexity of
microcode and it’s interoperability?
IBM Maintenance and Technical Support
© 2010 IBM Corporation
Microcode Support Process
Sales:
» Select MCS offering and options in ISAT
» Select machines to cover by serial
» MCS bills as a separate invoice line item during warranty and maintenance
» Project Management Office (PMO) is notified when contract is registered
Delivery:
» PMO contacts the Client and coordinates service
» Microcode information is collected remotely or by SSR onsite
» Remote Support centers for each platform analyze the information
» PMO collects each platform analysis and creates Microcode Support Plan
» PMO provides and reviews the Microcode Support Plan with the Client and SSR
Upgrade Option:
» Upon Client request, PMO creates task call for SSR to go onsite and update
Microcode
IBM Maintenance and Technical Support
© 2010 IBM Corporation
Contracting Information cont.
ISAT Short Name
IBM Analysis Description
MCODE ANLY 1/YR SYS p/PS/STG
Microcode Analysis One per Year for System p, Power and Storage
MCODE ANLY 2/YR SYS p/PS/STG
Microcode Analysis Two per Year for System p, Power and Storage
MCODE ANLY 1/YR OS400&i 1PTN
Microcode Analysis One per Year for OS/400, i5/OS and IBM i in 1 Partition
MCODE ANLY 1/YR OS400&i 2PTN
Microcode Analysis One per Year for OS/400, i5/OS and IBM i in 2 Partitions
MCODE ANLY 1/YR OS400&i 3-5PTN
Microcode Analysis One per Year for OS/400, i5/OS and IBM i in 3-5 Partitions
MCODE ANLY 2/YR OS400&i 1 PTN
Microcode Analysis Two per Year for OS/400, i5/OS and IBM i in 1 Partition
MCODE ANLY 2/YR OS400&i 2 PTN
Microcode Analysis Two per Year for OS/400, i5/OS and IBM i in 2 Partitions
MCODE ANLY 2/YR OS400&i 3-5PTN
Microcode Analysis Two per Year for OS/400, i5/OS and IBM i in 3-5 Partitions
MCODE ANLY 1/YR SYSTEM x
MCODE ANLY 2/YR SYSTEM x
Microcode Analysis One per Year for System x
Microcode Analysis Two per Year for System x
ISAT Short Name
IBM Analysis and Update Description
MCODE AN&UPD 1/YR SYS p/PS/STG
Microcode Analysis & Update One per Year for System p, Power and Storage
MCODE AN&UPD 2/YR SYS p/PS/STG
Microcode Analysis & Update Two per Year for System p, Power and Storage
MCODE AN&UPD 1/YR OS400&i 1PTN
Microcode Analysis & Update One per Year for OS/400, i5/OS and IBM i in 1 Partition
MCODE AN&UPD 1/YR OS400&i 2PTN
Microcode Analysis & Update One per Year for OS/400, i5/OS and IBM i in 2 Partitions
MCODE AN&UPD 1X OS400&i 3-5PTN
Microcode Analysis & Update One per Year for OS/400, i5/OS and IBM i in 3-5 Partitions
MCODE AN&UPD 2/YR OS400&i 1PTN
Microcode Analysis & Update Two per Year for OS/400, i5/OS and IBM i in 1 Partition
MCODE AN&UPD 2/YR OS400&i 2PTN
Microcode Analysis & Update Two per Year for OS/400, i5/OS and IBM i in 2 Partitions
MCODE AN&UPD 2X OS400&i 3-5PTN
Microcode Analysis & Update Two per Year for OS/400, i5/OS and IBM i in 3-5 Partitions
MCODE AN&UPD 1/YR SYSTEM x
Microcode Analysis & Update One per Year for System x
MCODE AN&UPD 2/YR SYSTEM x
Microcode Analysis & Update Two per Year for System x
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IBM Maintenance and Technical Support
© 2010 IBM Corporation
Example: Microcode Support Plan
The analysis is provided for all applicable IBM hardware systems. This is an example for
System x, only.
IBM Maintenance and Technical Support
© 2010 IBM Corporation
How do I find it information / where do I get help?
» More Information
– Microcode Support Website
https://w303.sso.ibm.com/services/salesone/ShowDoc.wss?docid=H7
13879C54098T90
– PartnerWorld Website
• https://www304.ibm.com/partnerworld/mem/services/us/ofma14.html
» IBM Services Team
– Guy von der Esch – Business Manager
• 516-349-3190, [email protected]
IBM Maintenance and Technical Support
© 2010 IBM Corporation