IBM United States
Software Announcement 202-086
April 9, 2002
IBM Tivoli Service Level Advisor V1.1 Helps Enable Improved Service Level Management
At a Glance
IBM Tivoli Service Level Advisor V1.1 offers providers of IT services:
For ordering, contact:
Your IBM representative, an IBM Business Partner, or IBM Americas Call Centers at 800-IBM-CALL (Reference: YE001).
Service level management can require negotiating and articulating a service level agreement (SLA), monitoring the business process, reporting on SLA compliance, and fine-tuning business practices and infrastructure to help deliver increasingly better service. Service level management also includes the ability to maintain service levels cost-effectively, while meeting customers' requirements.
IBM Tivoli® Service Level Advisor V1.1 enables effective service level management for providers of IT services. As a part of the Tivoli Performance and Availability portfolio of products providing Business Impact Management, this new product helps simplify the process of defining service offerings according to the terms of the SLA, and associating these services with customers. Service Level Advisor can enable providers of IT services to manage the IT infrastructure proactively, and help maintain high levels of customer satisfaction. It automates the evaluation of IT service delivery against SLAs, with end-to-end correlation of any monitored component metrics stored in the Tivoli Enterprise Data Warehouse and also provides alerts and historical reports of SLA violations including trends towards violations. IBM Tivoli Service Level Advisor is designed to help providers of IT services reduce their costs with rapid installation, an intuitive GUI, auto-discovery of services elements, and automatic correlation of device level metrics. This can improve consistency of service delivery, reduces the time to create SLA reports, and help providers of IT services leverage their existing investments in application and performance monitoring tools.
IBM Tivoli Service Level Advisor is part of the IBM Tivoli Performance and Availability product set that provides Business Impact Management for providers of IT services. Business Impact Management helps align IT with the business goals of the organization, rather than focusing on the technology itself. These goals may be related to streamlining business processes and optimizing resources to help manage costs, increase efficiency to manage productivity and increase revenue, and assuring service availability to enhance customer satisfaction.
IBM Tivoli Service Level Advisor is designed to enable providers of IT services to:
IBM Tivoli Service Level Advisor can help eliminate the time-consuming and labor-intensive process of manually correlating metrics from multiple IT infrastructure components with a customer SLA, then translating the results into meaningful service level reports. It can also provide a means of driving consistent service level management, by negotiating SLA terms with customers against a defined set of service offerings. This can reduce the overall number of SLAs to be managed.
Service Level Agreements help set expectations on the part of the provider of the IT services and the customer, forming a partnership for mutual business benefit. IBM Tivoli Service Level Advisor can help demonstrate whether service levels are met, and also provide warnings of impending service problems. This allows the IT department to be proactive in managing service levels, and can help reduce the impact of IT problems to minimize impact on business objectives.
IBM Tivoli Service Level Advisor provides the ability to manage performance and availability levels of all monitored service elements with a single tool, and aggregate them into service offerings that represent a customer's view of the service. Services can easily be offered to multiple customers at service levels that fit the customer's business requirements, not only in terms of availability and performance, but also in terms of schedules. This reduces the need for excessive and costly over-provisioning of the IT infrastructure beyond the customer's requirements.
IBM Tivoli Service Level Advisor helps to simplify and automate the process of managing SLAs, and to enable proactive management and reporting on service levels. This solution gives the providers of IT services a single interface to help them manage service levels for all services regardless of whether the service is a single component of the infrastructure, or is made of multiple components. These service elements may include any combination of monitored business applications, as well as networking, databases, and hardware components for end-to-end service assurance. IBM Tivoli Service Level Advisor can provide an easy way for the IT department to define services, and the corresponding performance and availability of those services in the customers' terms as defined in a SLA. This service definition not only includes performance objectives, but also the times and days the service levels are required, thus creating a service offering. These service offerings can then be associated with one or more customers or clients of the IT department.
IBM Tivoli Service Level Advisor is designed to help you leverage your current investment in IT monitoring and correlation applications. These applications are the source of SLA metrics, which are stored in a centralized Tivoli Enterprise Data Warehouse. In addition to its data warehousing, and cross-domain reporting capabilities, the Tivoli Enterprise Data Warehouse provides an aggregation point for the IBM Tivoli Service Level Advisor. At times scheduled by the IT department, the metrics from the monitoring services are transferred from the Tivoli Enterprise Data Warehouse to the IBM Tivoli Service Level Advisor which compares the collected data against the terms of the SLA. Based on the schedules and thresholds defined when the SLA information was entered, it not only provides alerts for SLAs that have been violated, but it can also provide early warnings that can enable the IT department to proactively manage the services, and help avoid SLA violations. This alert includes a projected date and time that the SLA violation will occur.
Reports are easy to create, yet are flexible enough to provide details on a specific customer or resource, or any combination of customers or resources as defined by the IT department. The reports provide information on SLA violations, as well as a historical view of trends toward SLA violations. IBM Tivoli Service Level Advisor provides generic reports that can be customized to meet the customer/client's Web page styles by adding banners and links. The reporting functions also provide the capability to embed charts and graphs into existing Web content using Java servlets. This allows the providers of the IT services to use their existing Web server user IDs and passwords to restrict access to the SLA evaluation reports.
Summary of IBM Tivoli Service Level Advisor functions:
This program is not impacted by euro currency.
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:
Product information will be available on day of announcement through Offering Information (OITOOL) at:
One copy of the following publication will be supplied with the basic machine-readable material in English and translated languages:
Form Title Number Read ME First GI11-0920
The following publications are included in English in displayable softcopy form (PDF & HTML) on the Tivoli Service Level Advisor or the Tivoli Enterprise Data Warehouse CD-ROM.
Form Title Number Getting Started with Tivoli Service SC32-0834 Level Advisor Administrator's Guide for Tivoli SC32-0835 Service Level Advisor Command Reference for Tivoli Service SC32-0833 Level Advisor Tivoli Service Level Advisor GI11-0908 Release Notes Enabling Applications for Tivoli GI11-0857 Enterprise Data Warehouse Installing and Configuring Tivoli GC32-0744 Enterprise Data Warehouse Tivoli Enterprise Data Warehouse GC32-0745 Release Notes
The publications on the above CD-ROMs can be downloaded in English in softcopy from the following Web site on the planned availability date.
Specified Operating Environment
The hardware requirements for IBM Tivoli Service Level Advisor V1.1 are:
The following operating systems are supported for IBM Tivoli Service Level Advisor V1.1:
Security, Auditability, and Control
IBM Tivoli Service Level Advisor uses the security and auditability features of the operating system software.
The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities.
Note: As IBM Tivoli Service Level Advisor is a brand new product there are no existing customers entitled to receive media.
Passport Advantage Customer: Media Pack Entitlement Details
Customers with active Maintenance or subscription for the products listed below are entitled to receive the corresponding media pack.
Media Pack Part Description Number IBM Tivoli Service Level Advisor 1.1 BJ04KML Multi Lingual Media Pack
Orders for new licenses will be accepted now.
Shipment will begin on the planned availability date.
Ordering Information for Passport Advantage
To order IBM Tivoli Service Level Advisor under Passport Advantage:
The quantity of the Passport Advantage part numbers in the following table is based on the number of processors required. To order for Passport Advantage, specify the desired part number and quantity.
Part Description Number Metric: Processors IBM Tivoli Service Level Advisor D513ALL License and Software Maintenance 1st Anniversary Part Description Number IBM Tivoli Service Level Advisor D513BLL License and Software Maintenance 2nd Anniversary IBM Tivoli Service Level Advisor E00A0LL Software Maintenance Renewal to Anniversary Date IBM Tivoli Service Level Advisor D513CLL Software Maintenance after License to Anniversary Date
To order a media pack for Passport Advantage, specify the applicable part number in the desired quantity from the following table:
Part Description Number IBM Tivoli Service Level Advisor 1.1 BJ04KML Multilingual Media Pack
Passport Advantage Software Maintenance
Software Maintenance is included with each product authorization acquired under Passport Advantage.
Software Maintenance provides an easy and effective way by which you have access, during the coverage period, to eligible new versions and releases and to remote technical support for your covered products.
The technical support included in Software Maintenance provides remote support during normal business hours in your country or location as well as access to escalation management 24 hours a day, 7 days a week, for mission-critical (severity 1) problems.
With Software Maintenance, you receive the following technical support benefits:
Passport Advantage allows you to have a common anniversary date for Software Maintenance renewals, making it easier for you to manage and budget for access to eligible new versions and releases, and for related technical support, for your covered products. The anniversary date, established at the start of your Passport Advantage Agreement, recurs on an annual basis while your Passport Advantage Agreement remains in effect. However, regardless of when Software Maintenance is acquired, the coverage period for Software Maintenance is always up to the anniversary date specified in the acquisition.
Software Maintenance renewals offer you favorable pricing to continue your coverage without interruption.
Refer to the IBM International Passport Advantage Agreement and to the IBM Software Maintenance Handbook for specific terms relating to, and a more complete description of, technical support provided through Software Maintenance.
Terms and Conditions
Terms and conditions for IBM Passport Advantage are as follows:
Agreement: For orders under Passport Advantage: IBM International Program License Agreement (IPLA), IBM International Passport Advantage Agreement (PAA), and an IBM International Passport Advantage Agreement Enrollment Form
Program Services and End of Support: Program services for an IBM Tivoli program are one year from the date IBM or your Business Partner makes the program available to you. The program services duration period shall be less than one year for programs acquired after the announcement of a program's end-of-support (EOS) date.
EOS for programs or versions/releases of programs will be announced 12 months prior to the effective date.
Passport Advantage Software Maintenance:
For Passport Advantage and charges, contact your IBM representative or your authorized IBM Business Partner. For additional information about the Passport Advantage offering, visit the following Web site:
Use Priority/Reference Code: YE001 Phone: 800-IBM-CALL Fax: 800-2IBM-FAX Internet: firstname.lastname@example.org 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.