Why Should You Use IBM Electronic Services?

Improve system availability by decreasing problem resolution time. System monitoring and automatic problem submission 24x7 through a secure connection to IBM helps IBM Support respond more quickly. IBM can analyze your code levels and configuration even if your system is down. Notification of potential problems positions you to proactively take appropriate action. 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.
Copyright 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.

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IBM Electronic Services

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: esrv@us.ibm.com

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Did you ever wish

Your systems could open a Service Request automatically? 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 notified of potential 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 representatives, allowing them to see what you see and type in the necessary commands?

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 connection 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 specialist 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 resolve 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.

Receive notices of potential problems through My Notifications

My Notifications provides you with personalized, proactive technical support. The notices are based on your system inventory, your support contracts with IBM and your subscriptions, including the categories you select, delivery methods (including e-mail and text messages) and types of notices. These notifications provide you advance warning 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 software products via the IBM Electronic Services Web site. Your request will be managed based on your contract relationship with IBM.

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 products and services 24x7, you are better able to keep your IT environment running with minimal disruptions and maximum efficiency. IBM Electronic Services is enabled by both: IBM Electronic Service AgentTM IBM Electronic Services Web site

Obtain remote assistance with Assist On-Site

With Assist On-Site, our live remote-assistance tool, a member 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 report that Assist On-Site 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!

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, allowing you to compare and contrast your systems. Similar reports are available to the IBM Support community to expedite problem resolution.

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 x TM and IBM System z TM addressing hardware, firmware and operating system needs.

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 agreements. 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 Services Web site, and you can authorize additional IDs as well, including those for your business partners. For more information on the IBM ID and its use within IBM, visit: ibm.com/ account/profile Information on each Electronic Service Agent and its user guide, transaction security and connectivity options are available on the Electronic Services Web site: ibm.com/ support/electronic/serviceagent

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 returned by up to 90 percent, getting you to the right information more quickly.

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.