Service and Support Manager

The IBM® Electronic Service Agent can monitor, track, and capture system hardware errors and service information and report them directly to IBM support for you. This tool is integrated into the IBM Systems Director Service and Support Manager and is a no-charge call home IBM Systems Director solution 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 customised 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

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