IBM United States
Software Announcement 201-288
October 9, 2001

Tivoli Remote Control V3.7.1 Delivers Enhanced Function for Enterprise Networks

 ENUS201-288.PDF (31KB)


At a Glance

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Tivoli Remote Control V3.7.1 offers the following benefits:

  • Can help save time and money with remote diagnosis of systems and applications to help solve problems
  • Helps you support thousands of desktop users
  • Can help eliminate delays with quick connection to the target workstation
  • Helps you save time with file transfer capability from endpoint to endpoint
  • Helps you simplify operations with a chat function to help establish direct communication between administrators and end users
  • Can be easily deployed and maintained

For ordering, contact:

Your IBM representative, an IBM Business Partner, or IBM Americas Call Centers at 800-IBM-CALL (Reference: YE001).

Overview

Tivoli® Remote Control can help large enterprises save time and money with remote support for distributed applications and systems.

Tivoli Remote Control, a secure remote control solution, is ideal for IT specialists who support multiple servers, help-desk analysts who support thousands of end users, and even end users who want to work at home.

Easy to Deploy and Maintain

With its self-installing and self-updating architecture, Tivoli Remote Control can be easily deployed and maintained.

Benefits

Tivoli Remote Control can help enable desktop-support call centers to:

  • Support thousands of desktop users
  • Improve first call success rates, reducing escalation to second level support
  • Minimize the need for dispatching technicians
  • Enhance the success rate of dispatched technicians via improved diagnostic information
  • Lower average call times
  • Reduce repeat calls by educating end users while resolving problems

New in this Release

This new maintenance release enhances existing function through the following improvements:

  • Performance enhancements both at start-up and in-session
  • Encryption of all keyboard packages sent to the workstation
  • Elimination of the need to reboot the workstation when first installing or upgrading binaries
  • Logging enhancements
  • Backward compatibility improvements

Key Prerequisites

  • Tivoli Management Framework 3.6.2 or later

Planned Availability Date

October 12, 2001

End of Support

Tivoli support for Tivoli Remote Control V3.6, program numbers 5698-RCL and 5697-RCL, will be discontinued on October 24, 2001. Tivoli support will continue to be provided for V3.7 with defect support provided for the latest maintenance level. For supported platforms, visit the following Web site:

    https://www.tivoli.com/secure/ Tivoli_Electronic_Support/tsp.nsf/ Page1

Description

Tivoli Remote Control can help large enterprises remotely support distributed applications and systems with thousands of workstation end users. It is a set of four integrated tools in one that will support your IT specialists and help-desk analysts as they perform daily work activities.

With its self-installing and self-updating architecture on both the workstation and the controller, and a pre-defined file package for components, upgrades, and patches, Tivoli Remote Control is easy to deploy and maintain. A searchable list of system names can enable a quick connection to the right target workstation.

Remote Control

Through integration with Tivoli Management Framework, Tivoli Remote Control invokes its dynamically updated central database to remotely track access to target workstations and administrative roles which helps ensure maximum security. It helps ensure that no one will be able to access a workstation session without the workstation end-user's knowledge and approval.

Integration with policy-based applications allows Tivoli Remote Control to provide policy-based authorization whereby administrator access can be authorized by policy region. Roles of remote control, remote monitor, remote reboot, and remote diagnose can be defined. A user can change sessions status, suspend a session, or terminate a session at any time. In addition, a user can be prompted to relinquish control of a session via a pop-up window.

Windows® terminal support provides the ability for an administrator to access, via a Windows terminal, a remote system where the Tivoli Management Agent (TMA) is installed and take over via Tivoli Remote Control.

Tivoli Remote Control contains a Web-based user interface that provides the ability to start a remote control session from a Web browser without requiring the Tivoli desktop. This enables a virtual help desk to access any remote session from any location and provides 24x7 remote control capability.

File Transfer

A file transfer session can be established allowing the administrator to transfer files and directories from endpoint to endpoint.

Chat Capability

A chat capability can help to establish a direct communication channel between administrators and end users. Tivoli Remote Control sessions can be started from both the Tivoli desktop and through Web access.

Remote Diagnosis

With remote diagnosis, the administrator can remotely understand why an application on the workstation is not working and can help solve the problem. By running diagnostic packs on the workstation, the administrator is able to:

  • Understand if a vital object is corrupted and then restore it
  • Automatically check all of the configurations
  • Retrieve log files and traces helpful to diagnose the state of the application

The ability to perform remote diagnosis can improve first call success rates by reducing the need for dispatching technicians and it can ensure greater success when technicians are dispatched. Rapid resolution of the most common system and application problems can occur, reducing the average time for support calls.

In addition, a real-time CIM browser is also included in the diagnostic capabilities.

Accessibility by People with Disabilities

For software offerings:

The following features support use by people with disabilities (based on Tivoli Management Framework user interfaces):

  • Operation by keyboard alone
  • Optional font enlargement and high-contrast display settings
  • Screen readers and screen magnifiers tested for use by people with visual impairment or mobility impairment

Euro Currency

This program is not impacted by euro currency.

Reference Information

  • Software Announcement 200-017 , dated February 15, 2000
  • Software Announcement 201-203 , dated July 10, 2001
  • Software Announcement 201-202 , dated July 10, 2001

Trademarks

 
Windows is a registered trademark of Microsoft Corporation.
 
Tivoli is a registered trademark of International Business Machines Corporation or Tivoli Systems Inc. in the United States or other countries or both.
 
Other company, product, and service names may be trademarks or service marks of others.

Education Support

Training is available for many Tivoli® products. Education is offered through IBM Education and Training, and through Tivoli Systems. Worldwide information about education offerings is available on the IBM Education and Training home page at:

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

Offering Information

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

and through the Passport Advantage (PA) Web site at:

Publications

One copy of the following publication is supplied with the basic machine-readable material after planned availability.

                                        Order
Title                                   Number               Language
 
Tivoli Remote Control V3.7.1            GI10-3021            English
 Release Notes

One copy of the following translated publications is supplied with the basic machine-readable material after planned availability.

                                        Order
Title                                   Number               Language
 
Tivoli Remote Control V3.7              GC31-8437            English
 User's Guide
Tivoli Remote Control V3.7              GC32-0449            English
 Programming for Remote
 Diagnosis

The following publications will be available in softcopy from the following Web site after planned availability:

                                        Order
Title                                   Number               Language
 
Tivoli Remote Control V3.7              GC31-8437            English
 User's Guide
Tivoli Remote Control V3.7.1            GI10-3021            English
 Release Notes
Tivoli Remote Control V3.7              GC32-0449            English
 Programming for Remote
 Diagnosis

Technical Information

Specified Operating Environment

Hardware Requirements

Each workstation requires 32 MB RAM.

Disk space requirements for Tivoli Remote Control (RCL) are as follows:

                   Windows(R)      Windows
                        95/98      NT/2000      UNIX(R)      OS/2(R)
 
RCL Workstation        2.0 MB       2.0 MB                    2.0 MB
RCL Controller         1.7 MB       1.7 MB                    1.6 MB
RCL Server                         71.0 MB      71.0 MB
File Transfer           .2 MB        .2 MB                     .2 MB
 Controller
File Transfer           .1 MB        .1 MB                     .1 MB
 Workstation
Chat Controller         .9 MB        .9 MB                     .9 MB
Chat Workstation        .9 MB        .9 MB                     .9 MB
Remote Diagnosis       1.7 MB       1.7 MB                    1.7 MB
 Console
Remote Diagnosis      6.67 MB      5.78 MB
 Workstation
Java(TM) Run-time     9.64 MB      9.64 MB                  11.84 MB
 Environment

Software Requirements

Tivoli Remote Control 3.7.1 supports the following platforms:

  • Tivoli Remote Control Server and Gateway
    • AIX® 4.1, 4.1.2, 4.1.3, 4.1.4, 4.2, 4.2.1, 4.3, 4.3.1, 4.3.2, 4.3.3, or 5.1
    • HP-UX 10.01, 10.1, 01.2, 11.0, or 11.1
    • Solaris 2.4, 2.5.1, 2.6.1, 2.7, or 2.8
    • Windows NT® 4.0 or Windows 2000
  • Tivoli Remote Control Workstation
    • Windows NT 4.0
    • Windows 95, Windows 98, or Windows 2000
    • OS/2 Warp®
  • Tivoli Remote Control Controller
    • Windows 95, Windows 98, or Windows 2000
    • Windows NT 4.0
    • Windows Terminal Server (WTS) Edition NT 4.0 with Service Pack 5 or Service Pack 6
    • OS/2 Warp
    • Citrix Metaframe 1.8
Tivoli software required:
  • Tivoli Management Framework 3.6.2 or later

Other requirements:

  • Tivoli Management Agent (TMA) 3.6.2 or later must be installed on all controllers and workstations
  • A Tivoli desktop must be installed to use the Tivoli Remote Control GUI
  • A browser must be installed to use the Tivoli Remote Control Web interface
  • Winsock2 must be installed on the workstation to use the Remote Diagnosis function on Windows 95

Compatibility: Tivoli Remote Control cannot coexist with IT Director, DCAF, Netfinity®, SystemView®, SMS, and other types of remote control software.

Planning Information

Packaging

Tivoli Remote Control is distributed with:

  • International Program License Agreement (Z125-3301)
  • License Information document (LC23-4474)
  • Tivoli Remote Control 3.7.1 CD-ROM (LK3T-5846)
  • Tivoli Remote Control 3.7 CD-ROM (LK3T-6080)
  • Tivoli Remote Control NLS 3.7 CD-ROM (LK3T-4665)
  • Publications (refer to the Publications section)

Security, Auditability, and Control

Tivoli Remote Control uses the security and auditability features of the operating system software and the Tivoli Management Framework.

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

Current Licensees

Current licensees of Tivoli Remote Control 3.7 with support in effect will receive instructions on how to order this update.

New Licensees

Orders for new licenses will be accepted now.

Shipment will begin on the planned availability date.

Ordering Information for 5698-RCL

Ordering information for 5698-RCL will continue for a limited time to allow migration to the PA offering.

For ordering information on the base program number, 5698-RCL, refer to Software Announcement 200-017 , dated February 15, 2000.

Ordering Information for PA

To order a media pack or a documentation pack for PA, specify the applicable part number in the desired quantity from the following table:

                                                  Part
Description                                       Number
 
Tivoli Remote Control V3.7.1                      BJ01EML
 Media Pack -- Multi-lingual
Tivoli Remote Control V3.7.1                      BJ01FIE
 Documentation Pack --
 International English

The quantity of the PA part numbers in the following table is based on the number of required Tivoli Management Points. To order for PA, specify the desired part number and quantity.

                                                  Part
Description                                       Number
 
Tivoli Remote Control                             D57JXLL
 License and Software
 Maintenance 1st
 Anniversary
Tivoli Remote Control                             D57KVLL
 License and Software
 Maintenance 2nd
 Anniversary
Tivoli Remote Control                             E17RILL
 Software Maintenance
 Renewal to Anniversary
 Date
Tivoli Remote Control                             D57RXLL
 Software Maintenance
 after License to
 Anniversary Date

Withdrawal of PA Part Numbers

The following PA part numbers are withdrawn effective immediately:

                                                  Part
Description                                       Number
 
Tivoli Remote Control V3.7                        BJ6QXML
 Media Pack
Tivoli Remote Control V3.7                        BJ6QYIE
 Doc Pack English

End of Support

Tivoli support for Tivoli Remote Control V3.6, program numbers 5698-RCL and 5697-RCL, will be discontinued on October 24, 2001. Tivoli support will continue to be provided for V3.7 with defect support provided for the latest maintenance level. For supported platforms, visit the following Web site:

    https://www.tivoli.com/secure/ Tivoli_Electronic_Support/tsp.nsf/Page1

Terms and Conditions

For a limited time during the migration period to PA, customers may acquire eligible programs and Tivoli Support under agreements outside of PA.

Terms and conditions for Tivoli Value-Based Pricing and IBM PA are as follows:

Agreement

For orders under 5698-RCL: IBM International Program License Agreement (IPLA), IBM International Agreement for Acquisition of Programs and Support (IIAAPS) and the IBM Attachment for Support, IBM Agreement for Acquisition of Support (IAAS), IBM Addendum for Support for Tivoli Systems Products under Value-Based Pricing, and an Order Form.

For orders under PA: IBM IPLA, IBM International Passport Advantage Agreement (PAA), and an IBM International Passport Advantage Agreement Enrollment Form

Transferable: Yes, except for programs acquired at a discount or allowance

Limited Warranty Applies: Yes

Guarantee: 30 day money-back guarantee

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

Volume Offering (IVO): No

Upgrade Protection Applies: Covered as long as Tivoli Support or PA Software Maintenance is in effect

Educational Allowance Available: Yes, to qualified education institution customers

Percentage: 15%

Licensed Program Materials Availability

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

Maintenance Applies

  • Software Maintenance under PA: Yes
  • Support for Tivoli products: Yes

Complementary Introductory Support: Not available

Tivoli Support and PA Software Maintenance

Support Center                Yes
 applies:                     Access is available through the
                               IBM Support Center,
                               800-237-5511
 
Availability of               The first year of Tivoli Support is
 Tivoli Support:               available at no additional charge.
                              The first year starts when the
                               product is shipped to the customer.
                              Subsequent years of Tivoli Support
                               are available for a fee as part of
                               the IAAS, IIAAPS, or any equivalent
                               agreement.
 
Availability                  PA Software Maintenance
 of PA Software                is provided at no additional
 Maintenance:                  charge for each eligible
                               program acquired during the
                               initial term.
                              PA Software Maintenance is
                               provided at an additional
                               charge for all eligible
                               programs in the second and
                               subsequent terms.
 
Tivoli Support                Twelve months after
 and PA Software               announcement of product
 Maintenance are               discontinuance (that is,
 available until:              end-of-life (EOL))
 
Tivoli Support                The current release
 and PA Software              The immediate previous
 are applicable to:            release for twelve
                               months after the planned
                               availability of the current
                               release
 
APAR Mailing                  Tivoli Systems Inc.
 Address:                     11400 Burnet Road
                              Austin, TX  78758
                              Attention:  Product Development

IBM Operational Support Services — Support Line: No

Product Web Site: A complete list of products, terminology definitions, and licensing documents are available at the following Web site:

Prices

Customer Financing: IBM Global Financing offers attractive financing to credit-qualified commercial and government customers and Business Partners in more than 40 countries around the world. IBM Global Financing is provided by the IBM Credit Corporation in the United States. Offerings, rates, terms, and availability may vary by country. Contact your local IBM Global Financing organization. Country organizations are listed on the Web at:

Prices are unaffected by this announcement.

PA

For PA and prices, contact your IBM representative or your authorized IBM Business Partner. For additional information about the PA offering, visit the following Web site:

Order Now

 Use Priority/Reference Code: YE001
 
 Phone:     800-IBM-CALL
 Fax:       800-2IBM-FAX
 Internet:  ibm_direct@vnet.ibm.com
 Mail:      IBM Atlanta Sales Center
            Dept. YE001
            P.O. Box 2690
            Atlanta, GA  30301-2690

You can also contact your local IBM Business Partner or IBM representative. To identify them, call 800-IBM-4YOU.

Note: Shipments will begin after the planned availability date.

Trademarks

 
OS/2, AIX, OS/2 Warp, Netfinity, and SystemView are registered trademarks of International Business Machines Corporation in the United States or other countries or both.
 
Windows and Windows NT are registered trademarks of Microsoft Corporation.
 
Java is a trademark of Sun Microsystems, Inc.
 
UNIX is a registered trademark is a registered trademark of the Open Company in the United States and other countries.
 
Tivoli is a registered trademark of International Business Machines Corporation or Tivoli Systems Inc. in the United States or other countries or both.
 
Other company, product, and service names may be trademarks or service marks of others.