IBM Power 570 Technical Overview And Introduction page 132

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2. Select your country
3. Click "IBM Electronic Service Agent Connectivity Guide"
Note: To receive maximum coverage, activate Electronic Service Agent on every platform,
partition, and Hardware Management Console (HMC) in your network. If your IBM System
p server is managed by an HMC, the HMC will report all hardware problems, and the AIX
operating system will report only software problems and system information. You must
configure the Electronic Service Agent on the HMC. The AIX operating system will not
report hardware problems for a system managed by an HMC.
IBM Electronic Service provide these benefits:
Increased uptime
Security
More accurate reporting
Customized support
The Electronic Services Web portal is a single Internet entry point that replaces the multiple
entry points traditionally used to access IBM Internet services and support. This Web portal
enables you to gain easier access to IBM resources for assistance in resolving technical
problems.
Service Agent provides these additional services:
My Systems: Client and IBM employees authorized by the client can view hardware and
software information and error messages that are gathered by Service Agent on Electronic
Services Web pages at:
https://www-304.ibm.com/jct03004c/support/electronic/portal
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IBM Power 570 Technical Overview and Introduction
Draft Document for Review September 2, 2008 5:05 pm
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 monitoring the symptoms, diagnosing the error, and manually
calling IBM support to open a problem record. 24x7 monitoring and
reporting means no more dependency on human intervention or
off-hours customer personnel when errors are encountered in the
middle of the night.
Electronic Service Agent is secure in monitoring, reporting, and
storing the data at IBM. Electronic Service Agent securely transmits
via the internet (HTTPS or VPN) and can be configured to
communicate securely through gateways to provide customers a
single point of exit from their site. Communication between the
customer and IBM only flows one way. Activating 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. The customer's business applications or business data
is never transmitted to IBM
Since 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. Once
inside IBM, problem error data is run through a data knowledge
management system and knowledge articles are appended to the
problem record.
Using the IBM ID entered during activation, customers can view
system and support information in the "My Systems" and "Premium
Search" sections of the Electronic Services Web site.