IBM United States
Software Announcement 200-200
June 27, 2000

Tivoli Offerings Enliven Management of the Internet with New Technology

 ENUS200-200.PDF (48KB)

(Corrected on June 7, 2000)

Feature numbers for 5698-SPT First-Year Support Option and Subsequent Year Support Option.

At a Glance

Tivoli Internet Services Manager (TISM) attracts subscribers to your Internet service by providing a sophisticated, high-capacity infrastructure, which:

  • Administers subscriber accounts and manages their access to the Internet
  • Automates enrollment, provisioning, and account setup
  • Handles up to millions of subscribers
  • Interfaces with billing systems and supports multiple billing plans
  • Provides personalization support, including a portal engine

In addition, Tivoli Personalized Services Manager (TPSM) adds:

  • Management of applications for PDAs and other pervasive devices, such as Palm Inc.'s Connected Organizer


In the past five years, the growth of the Internet has been dazzling. Not only has the number of Internet users grown at a startling pace, but also the number of companies that provide Internet services has been equally dynamic. It is estimated that over 13,000 companies provide Internet access or Web-hosting services around the world.

Tivoli's two new software products assist Internet Service Providers (ISPs), and in turn their subscribers, in managing the complex process of the administration and operation of an Internet service. They are Tivoli® TISM and TPSM.

TISM provides the infrastructure for ISPs to enroll, authenticate, and service their subscribers. This offering is rich with appealing subscriber functions, such as personalization, self-managed setup, a customizable portal page, and setup for either personal or commercial accounts.

Functionality for the ISP is equally impressive, including:

  • Sophisticated enrollment processes for new accounts, including credit card validation through CyberCash
  • Automated provisioning and configuration download for Internet access, e-mail, and Web-hosting
  • Creation of a unique user profile which may target subscriber-sensitive advertising
  • Commercial account provisioning for branded registration, domain naming, wholesaling, and personalization
  • Support for a wide array of RADIUS devices and specific provision policies

TPSM provides all of that and more. It includes the function of TISM, and also adds to it quality support for managing the ever-growing number of applications for pervasive computing devices, such as personal digital assistants (PDAs), cellular phones, palmtop computers, and other portable devices that connect to the Internet.

Key Prerequisites

TISM and TPSM run on either the AIX® 4.3.3 or the Sun Solaris 7.0 operating system. A system capable of running one of those operating systems is required, and that system must have a minimum of two gigabytes of random access memory and two hard drives with nine gigabytes of available disk storage on each drive. Also, Oracle 8i 8.1.5 is required to perform database management.

WebSphere Application Server 3.0.2 and HTTP Server are required for Internet application management.

On TPSM only, the Device Manager Console is a client system for administering operations for pervasive device management; it requires an Intel (or equivalent) personal computer capable of running Microsoft™ Windows 95, Windows 98, or Windows NT™ Workstation.

Planned Availability Date

June 30, 2000


TISM and TPSM are software products that are designed to specifically address the needs of ISPs. Both products include the following functions:

  • Subscriber account enrollment, provisioning, and management
  • Internet access management
  • Personalization that allows the service provider to establish customized portal services
  • Subscriber self care
  • Customized billing systems interface
  • Consumer and business subscribers support
  • Complete range of branded services to support the Virtual ISP business model
  • Scalable infrastructure supporting high availability for millions of subscribers
  • Standardized and customized reports
  • Flexible toolkits for provisioning, billing, personalization, and account self care

In addition, Tivoli Personalized Services Manager also includes:

  • State-of-the-art management of applications for pervasive devices
  • Inventory of subscriber's pervasive device configuration settings
  • Toolkit for adding new device management support

TISM and TPSM offer an integrated infrastructure of software components for Internet service provisioning. They are an industrial-strength system designed to allow Internet Service Providers to support several separately branded offerings simultaneously and provide each brand with a unique and stand-alone identity and full range of business offerings.

The function of both products includes:

  • Internet Service Provisioning: TISM and TPSM allow subscribers to enroll themselves in a plan that provides Internet-access services and access to premium content or Web-based applications, e-mail, and Web-hosting. This enrollment can be done through CD mailers, new machine pack-ins, click through from banner ads, or a referral server. During this enrollment TISM and TPSM do automatic credit card validation through CyberCash. Once enrollment is complete, the products automatically provision the user's access to the Internet, e-mail, applications, and other services, and download configuration files to the subscriber's PC or other device. They also may place the subscriber in a standard LDAP directory for use by other systems. This facility could also be used to provision specific policies.
  • Internet Service Access Management: TISM and TPSM create a single user ID and password during the enrollment process. This is used to authenticate subscribers when they connect to the network and, in addition, is used to provide access to e-mail and premium Web content or Web-based applications.
  • Personalized Internet Experience: TISM and TPSM create a unique profile for each subscriber that is used to create a portal page for each user. This page can be customized by the service provider for each group of users to include targeted advertising as well as content recommendations and may contain content that is specific to the interests of each subscriber. It may also be modified by the subscriber to contain additional information.
  • Business and Consumer Account Support: TISM and TPSM enable the service provider to support consumers as well as business customers. They provide the capabilities required by a service provider to uniquely register groups of users within a company that sign up for Internet access and/or application services. TISM and TPSM also provide the administrative flexibility to delegate responsibility for managing groups of users to an administrator in that company.
  • Multiple Brand Support: TISM and TPSM allow separately branded registration, personalization, user and domain naming, and self-care facilities in support of business account support and service provider wholesaling.
  • Service Administration: A full set of functions is available for defining groups of users, marketing channels that define how the user came into the enrollment process, and specific deals that can be associated with the groups and/or marketing channels. These deals include descriptions of:
    • Prices for access based on flat rate and/or usage access to premium services or Web applications
    • E-mail and Web-hosting usage parameters
    • The number of subaccounts that can be created
    • Methods of payment
  • Dial Equipment Support: TISM and TPSM both support a variety of industry-standard RADIUS equipment. Both products have administrative facilities for identifying and managing this equipment.
  • Wholesale Service Provider Support: TISM and TPSM have a number of facilities that contribute to a strong offering for the wholesale service provider. They have the ability to establish realms, that is, groups of users with different domain names. For example, and can be in the same system, but in different domains. Different deals can be offered within each realm.

    They can also support multiple brands for the enrollment, personalization, and self-care applications. Both TISM or TPSM support the delegation of administration, so that a wholesale service provider may allow the retail service provider to administer its own subscriber base and deal structure.

    Lastly, they are designed to support millions of subscribers, enabling the wholesale service provider to leverage its economies of scale.

  • Self-Care: TISM and TPSM provide a set of functions to each subscriber so that they can change their profile information, add subaccounts if authorized, or sign up for additional premium services. This facility significantly reduces the cost of servicing customers.

Tivoli Personalized Services Manager augments and extends the function described above:

  • Pervasive Device Support: TPSM provides extensive support for portable Internet devices, including cellular phones, PDAs, subnotebook and hand-held computers, smartphones, in-vehicle information systems, and similar devices. Integrated with the subscriber's account enrollment process, the device management process can identify, configure, and distribute software to any subscriber's appliance that is supported by the service provider. In addition, TPSM provides for software updates to be distributed and maintains an inventory of the subscriber's devices and the software downloaded to them. As these devices become more widely used by both Internet-savvy and novice users, enterprises and ISPs are faced with the challenge of effectively managing thousands, or even millions, of them. Users are already looking for more than mere Internet connectivity and are demanding state-of-the-art communications systems.

    TPSM includes support for the following device types:

    • Palm Computing Connected Organizers, Models III and V with an attached modem accessory, using the PalmOS operating system 3.0.1, or later
    • Compaq Aero 8000 Handheld PC Pro subnotebook computer and similar devices that use the Microsoft Windows™ CE Handheld PC Professional Edition Version 3 operating system
    • Nontraditional computing devices, such as screenphones, in-vehicle information systems, and home service gateways
  • Pervasive Device Information Database: TPSM maintains an inventory of the devices that each subscriber has enrolled and tracks the software and configuration data distributed to the devices. It can also be used to maintain consistency of the software levels and device configuration settings.
  • Expandable Architecture: TPSM's design facilitates easy plug-in of support of additional manufacturer's device managers. It contains the logic which handles device identification, communication, job processing, and high-level management tasks for a specific device type.

These exciting products provide a complete solution to the ISP. They integrate information appliances, subscriber account management, and sophisticated enterprise e-commerce information delivery services.

The advantages of these products include:

  • A scalable, integrated, industrial-strength infrastructure designed to support a large number of subscribers
  • Flexible and appealing subscriber enrollment options, allowing ISPs to quickly establish and grow a customer base
  • Support for a feature-rich personalization system designed to enhance service identity, show differentiation in the marketplace, and build brand loyalty to the ISP's unique service
  • A subscriber information database that contains information supporting opportunities for enhanced revenue, including premium content and profile-based advertisement insertion
  • An architecture based on proven interfaces, providing ISPs with investment protection and the ability to reap the benefits of new Internet innovations
  • A state-of-the-art management system for the emerging information appliances market that delivers functionality to the highly mobile Internet devices such as PDAs, cellular phones, subnotebooks, screenphones, in-vehicle information systems, and other such devices in this rapidly expanding environment.

Year 2000

These products are Year 2000 ready. When used in accordance with their associated documentation, they are capable of correctly processing, providing, and/or receiving date data within and between the twentieth and twenty-first centuries, provided that all products (for example, hardware, software, and firmware) used with the products properly exchange accurate date data with them.

Euro Currency

These programs are not impacted by euro currency.

Reference Information

For information on Tivoli Value-Based Pricing, refer to Software Announcement 200-017 , dated February 15, 2000.


AIX is a registered trademark of International Business Machines Corporation in the United States or other countries or both.
Microsoft, Windows NT, and Windows are trademarks of Microsoft Corporation.
Tivoli is a registered trademark of Tivoli Systems, Inc. in the United States or other countries or both. In Denmark, Tivoli is a trademark licensed from Kjobenhavns Sommer -- Tivoli A/S.
Other company, product, and service names may be trademarks or service marks of others.

Education Support

Call IBM Education and Training at 800-TEACH (426-8322), for catalogs, schedules, and enrollments.

For current information on Tivoli® Systems education, call 512-436-8000 or visit the Tivoli Systems home page on the Internet at:

Offering Information

Product information will be available on day of announcement through Offering Information (OITOOL) at:


The following publications can be ordered immediately. To order, contact your Tivoli or IBM representative.

Title                                          Number
IPLA License Agreement                         Z125-3301
Value-Based Pricing License Information        LC23-4470

No other publications are shipped with this program.

Displayable Softcopy Publications

The following manuals are offered in English in displayable softcopy form:

  • Systems Overview
  • Planning and Installation Guide
  • Operations and Administration Guide
  • Programmers Guide and Reference

The displayable manuals are part of the basic machine-readable material, and their files are shipped on the same media type as the basic machine-readable material. These displayable manuals are to be used with Adobe Acrobat Reader 3.0, or later. Terms and conditions for use of the machine-readable files are shipped with the files.

Technical Information

Specified Operating Environment

Hardware Requirements


The following minimum system hardware for the server is required:
  • Two gigabytes of random access memory
  • Two hard drives with at least nine gigabytes of available storage on each
  • One of the following processors:
    • An RS/6000® Model F50 with at least two processors running at a minimum speed of 166 MHz each
    • An RS/6000 Model B50 running at a minimum speed of 375 MHz
    • An RS/6000 Model 43P-150 running at a minimum speed of 375 MHz
    • A compatible RS/6000 processor with equivalent capacity and performance to those above
    • A Sun Enterprise 450 system running at a minimum speed of 300 MHz
    • A Sun Enterprise Ultra 10S system running at a minimum speed of 440 MHz
    • A compatible Sun processor with equivalent capacity and performance equivalent to those above and capable of running the Sun Solaris 7.0 operating system

In TPSM, the Device Manager Console is a client system for administering operations for pervasive device management. This console requires an Intel (or equivalent) personal computer capable of running Microsoft™ Windows™ 95, Windows 98, or Windows NT™ Workstation.

Software Requirements

Operating Systems: One of the following operating systems must be used as the operating environment:

  • AIX® 4.3.3 for installation on an RS/6000
  • Sun Solaris 7.0 for installation on a Sun system

Database Management: Oracle 8i 8.1.5 from Oracle Systems Inc. is required.

Internet Servers: The following Internet application servers are required:

  • WebSphere™ Application Server 3.0.2
  • HTTP Server

eNetwork™ Dispatcher is optionally supported for scalability and load balancing.

Performance Considerations: Performance of Tivoli Internet Services Manager or Tivoli Personalized Services Manager will vary depending upon a customer's particular network configuration and customization.

Planning Information

Customer Responsibilities: The customer is responsible for acquiring and installing all of the prerequisite hardware and software.

Installability: While not required, it is recommended that you consider engaging professional assistance during the planning, installation, and configuration of these offerings. Your Tivoli or IBM representative, or Tivoli Business Partner, can assist you in identifying qualified installation support personnel.

Packaging: The products are available on CD-ROM.

Security, Auditability, and Control

TISM and TPSM use the security and auditability features of the host hardware or software.

The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities.

Ordering Information

Tivoli Internet Services Manager and Tivoli Personalized Services Manager are server products which have one charge unit: point authorization (refer to Tivoli Management Points ).

Basic License

To order a basic license, specify the program number, feature number 9001 for asset registration, and the feature number of the desired distribution medium. Also, specify the one-time charge feature number from the tables below in the quantity desired (maximum quantity of 250).

Use the following table to order the program products listed below.

Product             Product             Tivoli Management Points
Number              Name                Qty 1            Qty 250
5698-SUB            TISM                1290             1291
5698-PSM            TPSM                1334             1335

Tivoli Management Points

The intent of Tivoli Management Points is to provide investment protection as computing environments and management needs evolve. With this approach, all metrics for a given product are reflected in terms of points required. Thus, licensing is in terms of total points per product required to manage a given environment. As the environment changes, points can be redeployed as necessary as long as the total number of points required for that environment and product does not exceed the total authorized. Points are product specific and cannot be moved from one product to another.

Terminology Definitions

Tivoli Management Points: Tivoli Management Points are used to compute the license quantities and are program specific. Points cannot be transferred among separate products.

Environment-Managed Model: The Environment-Managed Model is used to describe the new Tivoli price offering that separates licensing from architecture. In an environment-managed model the price is based on what is managed rather than the more traditional approach of pricing based on the number and type of product component. Thus, a server is defined as a server by its use in the customer's environment, not by its use within a Tivoli application. For example, all print and file servers for which a customer is using Tivoli Distributed Monitoring to track performance require points sufficient for those servers.

Registered User: A registered user is defined as anyone who is authorized to access a Tivoli program.

For more information on Tivoli Value-Based Pricing, refer to Software Announcement 200-017 , dated February 15, 2000.

To obtain the total Tivoli Management Points for a basic license, multiply the Tivoli Management Points applicable to the product times the number of registered users (in thousands) managed by the Independent Service Provider's (ISP's) network. Registered users are called "subscribers" by most ISPs.

Points may not be transferred among separate products.

Tivoli Systems Support

Although the first year of support is included in the product price, a no-charge order must be placed using program number 5698-SPT specifying feature number 9001 for asset registration and the appropriate First-Year Tivoli Standard Support No-Charge feature number. This 5698-SPT order establishes entitlement records worldwide. If a 5698-SPT order is not placed, the customer will not be entitled to support even during this first year of the license.

Prior to the end of the first 12 months support period, customers will be notified of their support renewal options. Unless the customer notifies IBM/Tivoli to discontinue or alter the level of support currently being received, support will automatically be renewed for annual billing at the same level as selected in the first year. Once the subsequent-year support feature numbers are in place, renewals are automatic and billed annually unless support is cancelled by the customer.

Tivoli Systems offers a variety of support options in response to diverse customer requirements. The table below summarizes these offerings.

Support Categories               Standard    Standard-24    Select
Support Coverage via Web,        Normal      24 x 7         24 x 7
 Phone, Fax, and E-mail          Bus Hrs
Web Support Tools (TIPS,         Yes         Yes            Yes
 FAQs, white papers,
 tools, patch downloads)
Maintenance and Upgrades         Yes         Yes            Yes
Support News                     Yes         Yes            Yes
Escalation Process               Yes         Yes            Yes
Initial "Tivoli Select"          No          No             Yes
 Support Review
 (one customer location and
 one review per contract)
Heightened Responsiveness
 Severity 1 -- 1 hour            No          No             Yes
 Severity 2 -- 2 hours           No          No             Yes
 Severity 3 -- 4 hours           No          No             Yes
 Severity 4 -- 4 hours           No          No             Yes
Fast Path to "Tivoli Select"     No          No             Yes
 Level-2 Engineer
Heightened Resolution Priority   No          No             Yes
Proactive Tivoli                 No          No             Yes
 Management Notification
Onsite when Required             No          No             Yes
 (two trips per year not to
 exceed six days in total)
"Tivoli Select" Support          No          No             Quarterly
 Review and Recommendations
 (customer to identify single
 point of control site)
Minimum of 40,000 Renewable      No          No             Yes
 Tivoli Management Points
 Required in Aggregate

  1. Tivoli Standard Support

    This offering provides:

    • Technical support via Web, telephone, fax, and e-mail during normal IBM/Tivoli business hours Monday through Friday, except local holidays
    • Corrections (PTFs) or patches that fix substantial deviations of unmodified Tivoli products from the then-current code, publications, and/or informal documentation (that is, release notes and memos)
    • Software product updates that are improvements, extensions, or other changes which IBM/Tivoli, at its discretion, deems to be reasonable
    • Customer Self-Help Options available via Web 24 x 7 including:
      • Support Procedures — Maintenance renewal information and registration for access to support
      • Product-Specific Support Pages
      • Technical Documentation — including FAQs, Quick Solution Hints and Tips, Product Certification Information, Release Notes, Installation Guides, Redbooks, White Papers, and Fix READMEs
      • Knowledge Base — Search engine providing answers to many technical questions; databases include APARs, FAQs, and Fix READMEs
      • Education and Training
      • Support Services — Databases allowing customers to download code fixes and report or update problems
      • Links to Support Contacts — providing the Tivoli Support phone number nearest the customer
  2. Tivoli Standard-24

    This offering provides:

    • All components offered in Tivoli Standard Support
    • In addition, Tivoli Standard-24 Support provides enhanced features including:
      • Technical support via Web, telephone, fax, and e-mail, 24 x 7 including holidays
      • Off-shift and holiday support provided on Severity 1 issues only
  3. Tivoli Select

    This offering provides:

    • All components offered in Tivoli Standard-24 Support
    • In addition, Tivoli Select provides enhanced features including:
      • Initial Tivoli Select support review
      • Heightened responsiveness

          Severity 1 — 1 hour
          Severity 2 — 2 hours
          Severity 3 — 4 hours
          Severity 4 — 4 hours
    • Fast Path to Tivoli Select Level-2 Engineers
    • Heightened Resolution Priority
    • Proactive Tivoli Management Notification
    • Customer Initiated On-Site Support available up to twice per contract period

    • Tivoli Select Support review and recommendations
    • Support provided in English only

    A minimum purchase or installation of 40,000 renewable points of Tivoli products in aggregate is required to acquire this support option.

Support Upgrade: During the first year of a license, the customer may upgrade to the Tivoli Standard-24 or Tivoli Select Support option by ordering the applicable One-Time Charge (OTC) feature number from the table below. The OTC feature numbers may be specified on the initial order or later via an MES during the first year only. Ordering this OTC feature will not result in an extension of the no-charge support period.

In subsequent years, if a customer wants to upgrade to the Tivoli Standard-24 or Tivoli Select Support option, an MES order must be entered to discontinue the existing support option feature number and to add the feature number for the desired options. After an MES order is entered, the support will be renewed and billed annually at that support level unless support is cancelled by the customer.

5698-SPT — First-Year Support Options

Use the following table to order support (5698-SPT) for the program products listed below.

                                                  Upgrade    from
                                      Upgrade     from       1st Year
                                      from        1st Year   Std-24
                                      1st Year    to         to
                           1st Year   to Std-24   Select     Select
                           Support    Support     Support    Support
Support                    No-        One-Time    One-Time   One-Time
for                        Charge     Charge      Charge     Charge
Program   Support for      Feature    Feature     Feature    Feature
Number    Program Name     Number     Number      Number     Number
5698-SUB  TISM
          Qty of 1 point   1307       1309        1310       1311
          Qty of 250 pts.  1308       1312        1314       1315
5698-PSM  TPSM
          Qty of 1 point   1305       1292        1293       1294
          Qty of 250 pts.  1306       1295        1296       1297

5698-SPT — Subsequent Year Options

Use the following table to order support (5698-SPT) for the program products listed below.

                                   Standard      Std-24       Select
                                   Support       Support      Support
Support                            Annual        Annual       Annual
for                                Charge        Charge       Charge
Program       Support for          Feature       Feature      Feature
Number        Program Name         Number        Number       Number
5698-SUB      TISM
              Qty of 1 point       1316          1317         1318
              Qty of 250 pts.      1319          1320         1321
5698-PSM      TPSM
              Qty of 1 point       1298          1299         1301
              Qty of 250 pts.      1302          1303         1304

The Standard Support Option, Standard-24 Support Option, and Select Support Option are not transferable among the Tivoli Enterprise products. Support Option feature numbers must be ordered, if desired, for each licensed product. The quantity of the billable feature numbers for Support must be equal to the Tivoli Management Points for a product, if support is desired.

Basic Machine-Readable Material

                                Feature             Distribution
                                Number              Medium
Tivoli Internet                 5809                CD-ROM
 Services Manager
Tivoli Personalized             5809                CD-ROM
 Services Manager

Customization Options

Select the appropriate feature numbers to customize your order to specify the delivery options desired. These features can be specified on the initial or MES orders.

Example: If publications are not desired for the initial order, specify feature number 3470 to ship media only. For future updates, specify feature number 3480 to ship media updates only. If, in the future, publication updates are required, order an MES to remove feature number 3480; then, the publications will ship with the next release of the program.

Description                                         Number
Initial Shipments
Serial Number Only (suppresses shipment             3444
 of media and documentation)

Terms and Conditions

Agreement: IBM International Program License Agreement (IPLA), IBM International Agreement for Acquisition of Support (IAAS), or IBM International Agreement for Acquisition of Programs and Support (IIAAPS) with the Attachment for Support and its Addendum for Tivoli Systems, and an Order Form.

Transferable: Applies except when support is in effect

Limited Warranty Applies: Yes

Guarantee: Two months

Getting Started Period: Not applicable

Usage Restriction: Yes. Usage is limited to the quantity of Tivoli Management Points acquired for registered users (in thousands) for a one-time charge.

Educational Allowance Available: Yes, to qualified educational institutional customers

  • Percentage: 15%

Volume Orders: Not applicable

Upgrade Protection Applies: Yes, covered as long as support remains in effect

Licensed Program Materials Availability

  • Restricted Materials of IBM: None
  • Non-Restricted Source Materials: None
  • Object Code Only (OCO): All

Program Services

  • Support Center Applies: Yes. Access is available through the Tivoli Support Center (800-TIVOLI8).
  • Available until:
    • 12 months after initial installation
    • After 12 months for a fee as part of the IAAS or IIAAPS offering
    • Available for program until 12 months' written notice
  • Applicable for:
    • Latest code level
    • Immediate previous level for 12 months
  • APAR Mailing Address:
      Tivoli Systems Inc.
      9442 Capital of Texas Highway
      Austin, TX 78759
      Attention: Development Dept., Tivoli Internet Management

Support Line: No

Contact your IBM representative for charges information for this announcement.


WebSphere and eNetwork are trademarks of International Business Machines Corporation in the United States or other countries or both.
RS/6000 and AIX are registered trademarks of International Business Machines Corporation in the United States or other countries or both.
Microsoft, Windows, and Windows NT are trademarks of Microsoft Corporation.
Tivoli is a registered trademark of Tivoli Systems, Inc. in the United States or other countries or both. In Denmark, Tivoli is a trademark licensed from Kjobenhavns Sommer -- Tivoli A/S.
Other company, product, and service names may be trademarks or service marks of others.

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