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

SLIDE 1

Bruno Marsilio - b_marsilio@fr.ibm.com

System z – European Front End - Montpellier

Wednesday June 13th, 2012

GSE z/OS SYSTEMS WORKING GROUP

IBM Maintenance on Mainframe

T.S.S. - Technical Support & Services

SLIDE 2

GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

Hardware support structure and solution.
Retain overview and RSF benefits.
System z specialists’ organization and competencies.
Spare parts logistic.

Wednesday June 13th, 2012

Agenda

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

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

TSS - European System Support Center

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

Total Solution Support

***Technical Resolution Team***

EFE (Emea Front End ) Montpellier
European sites >> VEFE ( Virtual Emea Front End )
PFE (Product Field Engineering) Montpellier

24/7

Level 2

24/7 on duty

Level 3

Clients Support Structure for IBM Mainframes

SSR - Service Support Representative
Front End per country

Level 1

T=0

***Client Facing Team ***

Europe and Middle East / Africa Customer Satisfaction Office Quality Management ***Labs / development***

USA and Germany

Level 4

24/7 on duty

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

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

T.S.S. represents high availability and skilled support

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

Productivity tool to serve our Customers Worldwide knowledge sharing and easy Teamwork

ReTAIN (Remote Technical Assistance Information Network)

Ehningen (reroute) Boulder (Colorado) Portsmouth (U.K.)

Applies to System z, p, x, DASD,

Tapes, Network…

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...

Network used for European Systems z

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

R E T A I N Some of the major RETAIN components

HSF

Technical Data Base Fix and Info (TDR)

PAS

LIC-CC management CoD orders Microcode management

FDL PMH / PMS

Call management Hardware / Software

VPD Database Resource Link

(Maintenance agreement only)

Acronyms: PMH: Problem Management Hardware PMS: Problem Management Software HSF: Hardware Support Facility TDR: Technical Data Record PAS: Product Application Services CoD: Capacity on Demand FDL: Fix Distribution List TSAD: Transmit System Availability Data

Vital Product Data TSAD

System z specialist (Remote Support Centre)

Remote Support Facility (RSF)

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

RSF and RETAIN : management tool and microcode support, alerts, errors and hardware problems.

Automatic Microcode transfer Automatic LIC-CC transfer during repair action Automatic transmission of VPD, TSAD Microcode information (HMC - SE) Centralized Information management Preventive Maintenance facility 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

Retain

The advantages provided by ‘Remote Support Facility’ are key to availability for systems that are under Maintenance Agreement

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

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

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.

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.

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

RSF Connection for a high availability

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.

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

No longer a "Break and Fix" service but instead, an enhanced maintenance

service for maximum availability of your IT system

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…

T.S.S. represents high availability and skilled support

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

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

Montpellier : Systems z “Technical Resolution Team”

T.S.S. => Regions controlled by an international process.

One " European Front End " per product line

Covers all European countries, M.E and Africa In contact with PE & Laboratories worldwide

► 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.

One " Front End " per Region

Communication in native language First level PD / PSI Hw & Sw

Immediate access to the highest level of technical support

T.S.S. Organization and competencies 1/2

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

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

Communication and interactive exchange within technical community

► 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.

T.S.S. Organization and competencies 2/2

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

No longer a "Break and Fix" service but instead, an enhanced maintenance

service for maximum availability of your IT system

Adapt support structures, skills and capabilities of involved people Education : Acquire the highest skill level in all MTS 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… Ensure a comprehensive “spare parts” logistic Parts are maintained at the highest level. Stocks have the most powerful components.

T.S.S. represents high availability and skilled support

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

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

Mechanicsburg Rio de Janeiro Amsterdam Tokyo Singapore

Parts Logistic

some figures:

200.000 Part numbers to manage.
30 millions moves per year .
5 interconnected hubs
300 main Stocks in 180 different countries
Stock inventory accuracy of 99.91 %
96% parts availability in 58 main countries
IBM is the leader in parts logistics within the IT world

5 Hubs :

Mechanicsburg
Amsterdam
Tokyo
Singapore
Rio de Janeiro

WORLDWIDE:

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

High availability requires huge financial investment.

T.S.S. Parts Support

Exclusive Parts Support for T.S.S.

Dense network of part locations within Europe (Geographic distribution map)
Stock inventory dynamically adjusted according to usage, microcode, etc…
Some expensive and critical parts are classified as ‘High Technology’
If no extra part is available in TSS stock, an order is sent through to manufacturing.

T.S.S. installs the most powerful component in the product family

Provide more spares for the customer
Possibility to quickly perform model changes (permanent or temporary)

Parts are maintained at the highest technical level

Each time a technical improvement is made to a part, this part will be distributed to all European stocks,

replacing the down level predecessor.

Infrastructure and logistic

Every LIC-Enabled part in stock can be identified by their part number (P/N) , serial number (S/N) and

their internal configuration (LIC-CC) .

All European stocks are available 24h/24 and 7 days a week. (presence or stand-by)

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

Unique functions for Quality Service

RETAIN

RSF Connection Spare Parts logistic

T.S.S. Maintenance Agreement

Support Structure

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

Thanks for your attention

End

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier Additional slides for demo

From our web site:

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier

List of Part Numbers for 2817 (extract…)

From our web site:

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GSE z/OS SYSTEMS WORKING GROUP

System z – Hardware European Front End June 13th, 2012

IBM – TSS Montpellier