Bruno Marsilio - [email protected]
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
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
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
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
TotalSolution 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
CustomerSatisfactionOffice
QualityManagement***Labs / development***
� USA and Germany
Level 4
24/7 on duty
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
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 & Ucodeinformation & fixes, service tips.
•Intellectual capital, applications, tools.
•Information about CustomersIdentification, Eligibility, CCPF, etc...
Network used for European Systems z
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 ordersMicrocode management
FDLPMH / 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)
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 suppo rt, alerts, errors and hardware problems.
� Automatic Microcode transfer� Automatic LIC-CC transfer during repair action
Automatic transmission of VPD, TSADMicrocode information (HMC - SE)Centralized Information managementPreventive Maintenance facility
CUoD / OOCoD / CIU / CBU orders downloadActivation done by Customer when needed
Automatic call for any problem, alerts, customer re quest Error log transmission to support centers Centralized technical follow up, A/P if needed
Retain
The advantages provided by ‘Remote Support Facility’ ar e key to availability for systems that are under Maintenance Agreement
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 sendingWhen 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 whoare 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 recordsAre 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 firmwarerunning in the system. The high complexity of microcode induces a lot of updates and having the latest levelinstalled is a key point for machine reliability.
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 invo lved peopleEducation : 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
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 lineCovers all European countries, M.E and AfricaIn 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 RegionCommunication in native languageFirst level PD / PSI Hw & Sw
Immediate access to the highest level of technical support
T.S.S. Organization and competencies 1/2
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 techn ical 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
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 invo lved peopleEducation : 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” logisticParts 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
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:
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)
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
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
Thanks for your attention
End
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
Additional slides for demo
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
PMH (Problem Management Hardware) example 1/3
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
PMH (Problem Management Hardware) example 2/3
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
PMH (Problem Management Hardware) example 3/3
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
TSAD in Resouce Link example 1/2
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
TSAD in Resouce Link example 2/2
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
Microcode summary – Drivers and MCLs
From our web site:
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:
GSE z/OS SYSTEMS WORKING GROUP
System z – Hardware European Front End June 13th, 2012
IBM – TSS Montpellier
Thanks for your attention
End
