T.S.S. - Technical Support & Services GSE z/OS SYSTEMS WORKING - PowerPoint PPT Presentation

T.S.S. - Technical Support & Services GSE z/OS SYSTEMS WORKING GROUP IBM Maintenance on Mainframe Wednesday June 13 th , 2012 System z – European Front End - Montpellier Bruno Marsilio - b_marsilio@fr.ibm.com

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier Agenda Wednesday June 13th, 2012 • Hardware support structure and solution. • Retain overview and RSF benefits. • System z specialists’ organization and competencies. • Spare parts logistic. System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier TSS - European System Support Center Main roles: � Influence the "design“ of products � Implement product services and support strategy � Monitor product performance � Education responsible for current and new product Product support / Technical aspects: � European Front End Support � Technical Support 24/7 � Hardware Maintenance & problem determination assistance � Follow up done with Mop & US Labs Performance / Financial aspects: � Monitor and improve service quality � Service offering (study and pricing) � Define actions needed to improve products and plan education. Goal : I/T availability and Customer satisfaction System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier Clients Support Structure for IBM Mainframes E urope and Mi ddle E ast / A frica Total Solution Support ***Client Facing Team *** Level 1 � SSR - Service Support Representative � Front End per country T=0 C ustomer Level 2 ***Technical Resolution Team*** S atisfaction 24/7 � EFE (Emea Front End ) Montpellier O ffice � European sites >> VEFE ( Virtual Emea Front End ) Level 3 � PFE (Product Field Engineering) Montpellier 24/7 on duty Q uality Level 4 ***Labs / development*** M anagement � USA and Germany 24/7 on duty System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier T.S.S. represents high availability and skilled support � No longer a "Break and Fix" service but instead, an enhanced � maintenance service for maximum availability of your IT system � � Invest and capitalize on the connection capabilities of the System z, as well as Retain connection via Broadband : Remote Support Facility (RSF) Constant proactive and preventive maintenance, dynamic and robust (RAS). Corrective Maintenance in order to determine a fast and accurate action plan. Quick access to Microcode, to LIC-CC, to CoD System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier ReTAIN ( Re mote T echnical A ssistance I nformation N etwork) Network used for European Systems z Boulder (Colorado) Portsmouth • Applies to System z, p, x, DASD, (U.K.) Tapes, Network… Ehningen (reroute) • Mirrored centers . 24x7 availability. • 35,000 users per month. • Hardware & Software problem handling. • Alerts, PMR, APAR, product & Ucode information & fixes, service tips. • Intellectual capital, applications, tools. • Information about Customers Identification, Eligibility, CCPF, etc... Productivity tool to serve our Customers Worldwide knowledge sharing and easy Teamwork System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier Some of the major RETAIN components Acronyms: PMH: Problem Management Hardware PMS: Problem Management Software HSF: Hardware Support Facility TDR: Technical Data Record Remote Support PAS: Product Application Services Facility ( RSF ) CoD: Capacity on Demand FDL: Fix Distribution List TSAD: Transmit System Availability Data System z specialist ( Maintenance agreement only ) (Remote Support Centre) R E T A I N PMH / PMS HSF PAS FDL Call management Technical Data Base LIC-CC management Microcode management Hardware / Software Fix and Info (TDR) CoD orders VPD Database Resource Link Vital Product Data TSAD System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier RSF and RETAIN : management tool and microcode support, alerts, errors and hardware problems. Automatic transmission of VPD, TSAD Microcode information (HMC - SE) Centralized Information management Preventive Maintenance facility Retain CUoD / OOCoD / CIU / CBU orders download Activation done by Customer when needed Automatic call for any problem, alerts, customer request Error log transmission to support centers Centralized technical follow up, A/P if needed � Automatic Microcode transfer � Automatic LIC-CC transfer during repair action The advantages provided by ‘Remote Support Facility’ are key to availability for systems that are under Maintenance Agreement System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier RSF Connection for a high availability Regular checking of configuration change and correct status. On a weekly basis, System z connects automatically to Retain and transmit its ‘health check’ . These information, named TSAD, are analyzed by robot and an hardware incident is automaticaly generated in case of error detection. During this connection, every configuration change compared to previous week is updated in the VPD database. Error detection (with or without visible impact) and alert sending When an incident is detected, an automatic PMH is open and sent to the support structure. All associated data are then decoded and formatted by expert systems to be easily interpreted by specialists who are able to create an accurate Action Plan Automatic microcode update (MCLs) download. Every week, System z connect automatically to Retain and collect all microcode updates related to the firmware running in the system. The high complexity of microcode induces a lot of updates and having the latest level installed is a key point for machine reliability. Capacity on Demand (CoD) records download for temporary or permanent upgrade. Customer can plan several temporary upgrades and permanent upgrades in Resource Link . These records Are then sent to Retain and in case of need they can be immediately downloaded via the RSF connection Immediate fetch of the associated LIC-CC during parts replacement. Some parts like PU book, ISC cards memory cards etc… need a Licenced Internal Code Configuration Control (LICCC) to set up the requested configuration. Without this ‘code’, parts are not operational. System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier T.S.S. represents high availability and skilled support � No longer a "Break and Fix" service but instead, an enhanced maintenance � service for maximum availability of your IT system � Invest and capitalize on the connection capabilities of the System z, as well as Retain � connection via Broadband : Remote Support Facility (RSF) Constant proactive and preventive maintenance, dynamic and robust (RAS). Corrective Maintenance in order to determine a fast and accurate action plan. Quick access to Microcode, to LICCC, to CoD � Adapt support structures, skills and capabilities of involved people Education : Acquire the highest skill level in all TSS Services support centre. Means : Suitable personnel having access to all known problems and their solutions by way of private Databases, Knowledge Base Systems, unique tools etc… System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier T.S.S. Organization and competencies 1/2 � T.S.S. => Regions controlled by an international process. � One " Front End " per Region � One " European Front End " per product line Communication in native language Covers all European countries, M.E and Africa First level PD / PSI Hw & Sw In contact with PE & Laboratories worldwide Montpellier : Systems z “Technical Resolution Team” ► Aware of all problems at T0 with logs availability. Goal: 24/7 problem resolution. ► 30 "Top Guns" Hardware specialists on System z. ► Continuous Education & workshops and participation in new product tests. ► Development of specific facilities, Tools, Databases, Web, Expert systems... ► Escalation to Laboratories at T+4h. Immediate access to the highest level of technical support System z – Hardware European Front End June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP IBM – TSS Montpellier T.S.S. Organization and competencies 2/2 � A skill network spread across EMEA countries. � EFE & VEFE structure ( flexibility & performance ) � Exchange & communications to resolve Customer problems � Collection of the activities and calls by country and unit type. Means of Communication on the Mainframe platform ► Specific intranet Web site dedicated to IBM technical support people. ► Situation and Message boards ► Instant messaging using Lotus Note Sametime / NotesBuddy ► Interactive European conference call every 2 weeks for technical information and situation status exchange. ► Monthly worldwide conference call ‘PE RTS’ : Labs & US support centers , Asia, Europe, Latin America, Australia. Communication and interactive exchange within technical community System z – Hardware European Front End June 13th, 2012