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Chapter 7. Remote Support Facility (RSF) installation planning
The Remote Support Facility (RSF) provides communication to a centralized IBM support network for
problem reporting and service (IBM Service Support System), as well as providing a means for remote
operation of the Hardware Management Console. Communication with the IBM Remote Support Facility
is provided using an Internet connection.
IBM Remote Support Facility is migrating to a new infrastructure. Problem Management (except Viewable
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Problems), Vital Product Data, and System Availability Data transmissions are now supported using the
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enhanced IBM Service Support System. Access to the traditional IBM Service Support System is still
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required.
Transmission to the enhanced IBM Support System requires a Domain Name Server (DNS) to be
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available. It must be configured on the call-home server HMC Console or proxy server connecting to the
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internet.
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Choosing a communications method for remote support
You must choose method for connecting your server to IBM's Service Support System through the
Remote Support Facility (RSF):
v A direct connection from the Hardware Management Console to the Internet. This method is fast,
reliable and uses the external customer firewall to control the connection.
v An indirect connection from the Hardware Management Console to the Internet using a proxy server.
This method has the advantages of the direct connection plus it allows your enterprise the added
control of the proxy. Potential additional advantages include the possibilities of logging and audit
facilities using the proxy server.
The benefits of either a direct or indirect connection to the Internet will facilitate more rapid problem
resolution for your enterprise.
An Internet-based Remote Support Facility (RSF) connection is recommended unless your enterprise
security policies prohibit HMC communication with the Internet. The following information is designed
to provide your networking team with the information they need to enable the Hardware Management
Console to connect securely to the Internet.
Security characteristics of Remote Support Facility communications include:
v RSF requests are always initiated from the HMC to IBM. No inbound connections are ever initiated
from IBM's Service Support System.
v All transferred data is encrypted in a high-grade Secure Sockets Layer (SSL) method.
v When the HMC initiates a connection to RSF, it validates the trusted host by its digital signature issued
for the IBM Service Support System.
v Data sent to IBM consists solely of hardware problem information and configuration data. No
application or customer data is transmitted.
Using the internet for remote support
The HMC can be enabled to connect directly to the Internet or to connect indirectly, through a proxy
server that you provide. The decision to use either a direct or indirect Internet connection for Remote
Support depends on the security and networking requirements of your enterprise.
Hardware Management Console Direct Internet SSL Connection
If your Hardware Management Console can be connected to the Internet, and the external
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