Service Processor, Call Home, IBM Electronics Services

data such as the machine type, model, and serial number, along with error log data related to the failure are sent to IBM Service.

Service Processor

The Service Processor provides the capability to diagnose, check the status of, and sense the operational conditions of a system. It runs on its own power boundary and does not require resources from a system processor to be operational to perform its tasks.

The Service Processor supports surveillance of the connection to the HMC and to the system firmware (Hypervisor). It also provides several remote power control options, environmental monitoring, reset, restart, remote maintenance, and diagnostic functions, including console mirroring. The Service Processors menus (ASMI) can be accessed concurrently with system operation allowing nondisruptive abilities to change system default parameters.

Call Home

Call Home refers to an automatic or manual call from a customer location to IBM support structure with error log data, server status, or other service-related information. Call Home invokes the service organization in order for the appropriate service action to begin. Call Home can be done through HMC or non-HMC managed systems. While configuring Call Home is optional, clients are encouraged to implement this feature in order to obtain service enhancements such as reduced problem determination and faster and potentially more accurate transmittal of error information. In general, using the Call Home feature can result in increased

system availability. The Electronic Service AgentTM application can be configured for automated call home. Refer to the next section for specific details on this application.

IBM Electronics Services

Electronic Service Agent and the IBM Electronic Services Web portal comprise the IBM Electronic Services solution -- dedicated to providing fast, exceptional support to IBM customers. IBM Electronic Service Agent is a no-charge tool that proactively monitors and reports hardware events such as system errors, performance issues, and inventory. Electronic Service Agent can help focus on the customer's company strategic business initiatives, save time, and spend less effort managing day-to-day IT maintenance issues.

Integrated in the operating system in addition to the HMC, Electronic Service Agent is designed to automatically and electronically report system failures and customer- perceived issues to IBM, which can result in faster problem resolution and increased availability. System configuration and inventory information collected by Electronic Service Agent also can be viewed on the secure Electronic Services Web portal and used to improve problem determination and resolution between the customer and the IBM support team. As part of an increased focus to provide even better service to IBM customers, Electronic Service Agent tool configuration and activation comes standard with the system. In support of this effort, a new HMC External Connectivity security whitepaper has been published, which describes data exchanges between the HMC and the IBM Service Delivery Center (SDC) and the methods and protocols for this exchange. To read the whitepaper and prepare for Electronic Service Agent installation, go to the Reference Guide section at

http://www.ibm.com/support/electronic

Select your country.

Click on "IBM Electronic Service Agent Connectivity Guide."

Benefits

Increased uptime: Electronic Service Agent is designed to enhance the warranty and maintenance service by providing faster hardware error reporting and uploading system information to IBM Support. This can optimize the time

IBM United States Hardware Announcement 110-009

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