Overview
The IBM Electronic Service Agent tool is integrated into the IBM Systems Director Service and Support Manager. IBM Systems Director Service and Support Manager is a no-charge callhome plug-in to IBM Systems Director that automatically reports hardware problems and collects system service information for monitored systems. With these functions, Electronic Service Agent can monitor, track, and capture system hardware errors and service information and report them directly to IBM support for you.
IBM support representatives use system problem descriptions and service information to better diagnose issues with your systems. With early knowledge about potential problems that Electronic Service Agent provides, IBM can proactively assist you in achieving higher availability and better performance.
In addition, associating your systems with your secure IBM ID when you activate Electronic Service Agent gives you access to valuable IT management tools in the IBM Electronic Services portfolio, such as My Systems, My Notifications, and My Search. These tools are customized to your system configuration, giving you access through the Web or e-mail to your service information that Electronic Service Agent collects about your systems.
For detailed information on these IT management tools, see the Electronic Services web site.
Benefits of IBM Systems Director Service and Support Manager (Electronic Service Agent)
- Automatic problem reporting
- 24/7 direct routing of reported problems to IBM technical support
- Reduced personnel time required for gathering and reporting service information
- Higher availability and shorter downtime
- Custom IT management tools enabled
- Secure Internet access
- Accurate solutions with reduced human error in gathering and reporting service information
- Secure Web access to your service information
- Consistent IBM worldwide service and support process
How IBM Systems Director Service and Support Manager (Electronic Service Agent) works
Electronic Service Agent for IBM Systems Director can be configured to complete the following tasks:
1. Monitor System x hardware components, such as ServRAID™ and Service Processors, for errors and securely transmit them to IBM. When necessary, a service requests is automatically opened and routed to the IBM Support Center. IBM may dispatch service personnel to your site with the parts needed to correct the problem. You'll have fewer unexpected outages and failures in your business operations.
2. Collect and send to IBM system hardware inventory and maintenance levels of the software program products running on your systems. This aids remote support centers and onsite service personnel in problem source identification by providing a comprehensive configuration of the system and supported peripherals.
