Specifications

5102ch04.fm Draft Document for Review May 12, 2014 12:46 pm
136 IBM Power System S822 Technical Overview and Introduction
Electronic Service Agent
The Electronic Service Agent is software that resides on your server. It monitors events and
transmits system inventory information to IBM on a periodic, client-defined timetable. The
Electronic Service Agent automatically reports hardware problems to IBM.
Early knowledge about potential problems enables IBM to deliver proactive service that can
result in higher system availability and performance. In addition, information that is collected
through the Service Agent is made available to IBM service support representatives when
they help answer your questions or diagnose problems. Installation and use of IBM Electronic
Service Agent for problem reporting enables IBM to provide better support and service for
your IBM server.
To learn how Electronic Services can work for you, visit the following site; an IBM ID is
required:
http://www.ibm.com/support/electronic
Benefits are as follows:
򐂰 Increased uptime
The Electronic Service Agent tool is designed to enhance the warranty or maintenance
agreement by providing faster hardware error reporting and uploading system information
to IBM Support. This way can translate to less wasted time monitoring the symptoms,
diagnosing the error, and manually calling IBM Support to open a problem record.
Its 24x7 monitoring and reporting mean no more dependence on human intervention or
off-hours customer personnel when errors are encountered in the middle of the night.
򐂰 Security
The Electronic Service Agent tool is designed to be secure in monitoring, reporting, and
storing the data at IBM. The Electronic Service Agent tool securely transmits either with
the Internet (HTTPS or VPN) or modem, and can be configured to communicate securely
through gateways to provide customers a single point of exit from their site.
Communication is one way. Activating Electronic Service Agent does not enable IBM to
call into a customer's system. System inventory information is stored in a secure
database, which is protected behind IBM firewalls. It is viewable only by the customer and
IBM. The customer's business applications or business data is never transmitted to IBM.
򐂰 More accurate reporting
Because system information and error logs are automatically uploaded to the IBM Support
center in conjunction with the service request, customers are not required to find and send
system information, decreasing the risk of misreported or misdiagnosed errors.
When inside IBM, problem error data is run through a data knowledge management
system and knowledge articles are appended to the problem record.
򐂰 Customized support
By using the IBM ID that you enter during activation, you can view system and support
information by selecting My Systems at the Electronic Support website:
http://www.ibm.com/support/electronic
My Systems provides valuable reports of installed hardware and software, using
information collected from the systems by Electronic Service Agent. Reports are
available for any system associated with the customers IBM ID. Premium Search
combines the function of search and the value of Electronic Service Agent information,
providing advanced search of the technical support knowledge base. Using Premium
Search and the Electronic Service Agent information that was collected from your system,
your clients are able to see search results that apply specifically to their systems.