Technical Support Appliance (TSA) Richard Fowkes TSS UK O ff ering - - PowerPoint PPT Presentation

Technical Support Appliance (TSA)

Richard Fowkes

TSS UK Offering Manager

Helping our clients to achieve optimum availability and

• ptimized asset management of their hardware, and

software, in IBM and multi-vendor environments. IBM Technical Support Appliance Reactive (break/fix)

System Complexity and Client Dependency on IT systems Impact & cost of system failure or down-time

Proactive Predictive Preventative (pre-emptive) Types of maintenance offering

The IBM solution

• Technical support appliance can discover data

from critical systems connected to a network.

• Through intelligent and advanced analytics, we

combine the collected data with IBM support and development information to provide robust recommendations that can help improve the availability of your IT environment.

• The solution supports and helps to streamline

inventory and availability management reporting.

• The appliance can help identify potential failure

conditions before they lead to costly problems. Our understanding of your goals

• Your IT environment underlies your business

productivity

• With network downtime amount to an average of

US$110K per hour, IT problems simply are not

• ptions*.
• But keeping your systems available around the

clock requires specialised availability management skills, analytical expertise and inventory assessment capabilities that can be difficult and costly to sustain in house.

• You need an easier, more robust and simplified

solution to support the availability of your IT environment. TSA: Designed by Maintenance for Maintenance Provides more cost-effective and simplified IT management

1 Technical support appliance capabilities and eligibility depend upon your geographic location, the type and configuration of IT systems within your IT environments,

the level of access you provide into your IT environment and the specific level of IBM support you are already receiving

Meeting Client Needs With TSA

To facilitate IT management and improved availability, organisations require access to specific device level information

Faced with the need to address several business challenges, companies are increasingly looking for solutions that can: Simplify IT management Reduce the demands on their in- house resources focus using them on core business tasks instead Proactively identify situations and problems that can potentially impact systems availability

Collect Analyse Report

Apps OS Routers Servers Storage

Datacenter devices IBM and non-IBM

Server data Storage data Network device data IBM and Non IBM products TSS analysis

Reporting

• (Prioritise, consolidate, reconcile)

Client Reports

• Executive Dashboards
• Operational Details
• Proactive recommendations

Technical Support Appliance

• IBM owned System x server

installed at the customer site

• Agent less discovery technology

(TADDM)

• MDC (Microcode Data Collector)

and DSA (Dynamic System Agency technology

• Customer probes
• Secure data transfer to IBM

Software levels Microcode levels Contract data Service data Global Information Warehouse

Technical Support Appliance Process

Technical Support Appliance Offering comparison Why are we doing this?

• Base inventory information is key to planning, buying, supporting and maintaining the IT

infrastructure.

• Be proactive on IBM and non-IBM systems – working to support a clients full IT

environment

• More efficient way to collect inventory across the entire environment, reduce manual

efforts with one collection point across multiple machines/networks

• Establish a technical support analytics engine to automate the discovery of insights and

actions

• Supports a proactive maintenance approach aimed at automation and increased

availability

Technical Support Appliance Offering comparison

Comparison ¡matrix Technical ¡Support ¡Appliance Electronic ¡Service ¡Agent IBM ¡Director Agent-­‑less ¡discovery Yes No Some Mul?ple ¡IBM ¡Servers ¡& ¡Storage ¡inventory ¡gathered Yes No Yes Multiple non-IBM Servers & Storage inventory gathered Yes ¡ No No Network ¡inventory ¡gathered Yes No Some OS ¡details ¡gathered Yes Yes Yes Applica?on ¡details ¡gathered Yes No No Problem ¡informa?on ¡gathered No Yes Yes Server ¡& ¡Storage ¡fixlevel ¡recommenda?ons Yes No No Report ¡warranty ¡/ ¡service ¡contract ¡status ¡on ¡IBM ¡systems Yes Some No Ability ¡to ¡transfer ¡informa?on ¡back ¡to ¡IBM Yes Yes Yes Generate ¡reports ¡on ¡system ¡status Yes Yes Yes Compare ¡with ¡TSS ¡data ¡for ¡proac?ve ¡analy?cs Yes No No Create ¡proac?ve ¡analy?c ¡reports Yes No No

Technical Support Appliance Sample Reports

• Management summary (PDF)
• Operational detailed Cognos reports - multiple tabbed spreadsheets (Excel)
• Reports include:

–Inventory listing by hardware platform, and operating system –Server and storage upgrade recommendations (OS and firmware) –Contact coverage status

• –Scheduled weekly or monthly or on request via TSS contact

Technical Support Appliance Management summary (PDF)

Technical Support Appliance Sample contract status (PDF)

Technical Support Appliance Sample storage summary data (PDF)

Technical Support Appliance Detailed fix level recommendation extract (Excel)

Platform Model Serial Serial Number Installed Version End of Service Status End of Service Date Upgrade Recommendation Context IP Update available SYSTEM P 7998-60X 656164A EA350_038 Currently Supported Final firmware release; reduced service pack support mode. EA350_149 9.175.211.225 SYSTEM P 7998-60X 656164A EA350_038 Currently Supported Final firmware release; reduced service pack support mode. EA350_149 9.175.211.226 SYSTEM P 9117-MMA 65CFE74 EM350_143 Currently Supported Final firmware release; reduced service pack support mode. EM350_149 9.175.208.50 SYSTEM P 9117-MMA 65CFE74 EM350_143 Currently Supported Final firmware release; reduced service pack support mode. EM350_149 9.175.211.187

Power System Firmware Level Information

Note: IBM Fix Central URLs provided for download of recommended firmware

Technical Support Appliance Detailed fix level recommendation extract (Excel) AIX Level Information

Platform Model Serial Serial Number ID OS Version Installed Version End of service status End of Service Date Update Recommendation Update Recommendation AIX Fix Levels SYSTEM P 7998-60X 656164A 4 AIX 5300-12-03 Currently Supported Not Announced 5300-12-08 No Update Recommendation SYSTEM P 7998-60X 656164A 6 AIX 6100-07-08 Currently Supported Not Announced No Update Recommendation 6100-09-01 SYSTEM P 9117-MMA 65CFE74 25 AIX 6100-03-03 Currently Supported 2016.11.19 6100-03-10 6100-09-01 SYSTEM P 9117-MMA 65CFE74 15 AIX 6100-07-05 Currently Supported Not Announced 6100-07-08 6100-09-01 Note: IBM Fix Central URLs provided for download of recommended firmware

Technical Support Appliance Detailed Storage recommendations extract (Excel)

Manufacturer Model / Product ID Description Current Firmware Level Minimum Firmware Level Recommended Firmware Level IP Address End of Service reached - replacement recommended IBM N3700 Other 7.2.6.1 7.3.7P3 7.3.7P3 9.1.141.209,9.1.141.210 IBM 2145 SVC 4.3.1.11 7.2.0.003 7.2.0.003 9.1.141.229 Below minimum - upgrade to target level IBM 1742-900 DS 4000 06.12.56.00 06.60.34.00 06.60.34.00 9.1.141.209,9.1.141.210 IBM 1742-900 DS 4000 06.60.22.00 06.60.34.00 06.60.34.00 9.1.141.209,9.1.141.56 IBM 0024980000B24 FiberChannel v6.2.0e v6.4.2a v7.1.1b 9.1.141.82 At a tested level - no change recommended IBM 2107-932 DS 8000 64.33.20.0 (LIC 5.4.33.44) 64.30.0.0 64.36.89.0 9.175.210.70 IBM 2810-A14 XIV 10.2.4.e 10.2.4.e 10.2.4.e-5 9.1.113.34,9.1.113.35,9.1.11 3.69 At target level - no chance recommended IBM 1814 3992 DS 4000 07.60.63.00 07.60.63.00 07.60.63.00 9.1.141.95,9.1.141.96 IBM 1742 4884 DS 4000 06.12.56.00 06.12.56.00 06.12.56.00 9.1.141.154,9.1.141.155 IBM 1750-511 DS 6000 5.2.2.572 5.2.2.571 5.2.2.572 9.1.141.106

Storage Firmware Level Recommendation

Note: IBM Fix Central URLs provided for download of recommended firmware

Technical Support Appliance Detailed Host and Storage Upgrade Plans (extract)

PLAN (mfg-model-serial) Step Label IP Guidance End of Service Date Hours Update available IBM-DS 8000-2107-932-75HM430 1 192.128.199.68 Maintain at current level 64.36.48.0 64.36.48.0 (LIC 5.4.36.121) 0 IBM-DS 8000-2107-932-75HM430 1 192.128.199.69 Maintain at current level 64.36.48.0 64.36.48.0 (LIC 5.4.36.121) 0 IBM-SVC-2145-00020063A0ATB9 1 BSSQL01 175.254.95.120, 192.168.1.1.192.128.19.5 Review MPath/SDD level 2.4.3.1 SDD DSM 2.4.3.4-4 2 IBM-SVC-2145-00020063A0ATB9 2 BSSQL01 175.254.95.120, 192.168.1.1.192.128.19.5 Review MPath/SDD level 2.4.2.1 SDD DSM 2.4.3.4-4 2 IBM-SVC-2145-00020063A0ATB9 3 BSSQL01 192.128.175.73, 175.254.95.120 Review MPath/SDD level 2.4.3.1 SDD DSM 2.4.3.4-4 2 IBM-SVC-2145-00020063A0ATB9 4 BSSQL01 192.128.197.41 Review MPath/SDD level 2.4.3.1 SDD DSM 2.4.3.4-4 2 IBM-SVC-2145-00020063A0ATB9 5 192.128.194.18 Upgrade storage firmware 5.1.0.11 6.3.0.7 4 IBM-SVC-2145-00020063A0ATB9 6 192.128.194.18 Upgrade storage firmware 6.3.0.7 6.4.1.7 4 IBM-SVC-2145-00020063A0ATB9 7 192.128.194.18 Upgrade storage firmware 6.4.1.7 7.2.0.3 (build 87.4.14021800) 4

Storage Host Upgrade Recipes

This report is delivered by the IBM Storage Research labs and shows any discovered hosts attached to IBM Storage devices. It prescribes the step by step pre-requisite host adapter upgrades needed to ensure a successful Storage firmware upgrade, thus saving planning time and reducing risk.

Technical Support Appliance Detailed report extract of Contract status

Platform Model/ Product ID Service Start Date Service Stop Date From To Hours >90 DAYS Contract Coverage SYSTEM P 7042-CR5 Jan 31, 2014 Jan 30, 2017 1050 CET - MCP REMOTE SPT MCRSA for HMC SYSTEM X 7915-E2G Jan 23, 2013 Mar 7, 2016 721 00A4734 PC1615 3yr IOR 24x7x4hr SYSTEM X 7944-72G May 16, 2012 Jun 29, 2015 469 65Y 5215 PC1069 3yr IOR 24x7x4hr SSG 3584-L53 Jan 1, 2014 Dec 31, 2015 667 HW MAINTENANCE On-site Repair, ORT=SBD, 24x7 SSG 2810- Jan 1, 2014 Dec 31, 2015 667 6948J48 - SWMA FOR XIV SWMA for Xiv Software SSG 2810-A14 Jan 1, 2014 Dec 31, 2015 667 HW MAINTENANCE On-site Repair, ORT=SBD, 24x7 SYSTEM X 7944-D2G Jan 31, 2014 Jan 31, 2014 320 Warranty Service Upgrade 810 8h Committed Fix, 24x7 SYSTEM X 7944-K3G Feb 27, 2012 Feb 26, 2015 346 65Y 5215 PC1069 3YR IOR 24x7x4hr xS SYSTEM X 7979-B9G Feb 1, 2012 Jan 31, 2015 320 HW MAINTENANCE 8h Committed Fix, 24x7 WARRANTY SYSTEM X 7915-M2G Apr 30, 2014 Jun 13, 2016 819 WARRENTY SYSTEM X 7915-M2G May 27, 2013 Jul 10, 2016 846 WARRENTY NO CONTRACT IDENTIFIED SSG 3584-L53 NO CONTRACT IDENTIFIED NO CONTRACT IDENTIFIED SYSTEM P 8202-E4D NO CONTRACT IDENTIFIED NO CONTRACT IDENTIFIED SYSTEM X 7945-K3G NO CONTRACT IDENTIFIED NO CONTRACT IDENTIFIED NB: several additional columns removed for clarity

TSS Contracts Detail

Technical Support Appliance Summary

• Strategic tool - ongoing development with IBM Research
• Support most IT platforms now, with client lead feedback to develop more
• Minimal management need, reduces inventory management overhead
• Facilitates more accurate and higher-level support coverage for your IT environment
• Helps to reduce costly downtime, increase IT availability, boost IT-staff efficiency and prevent future

disruptions

• Enables proactive and pre-emptive support which in turn:
• Reduces business risk
• Improves availability

NO CHARGE, VALUE ADD SOLUTION