IBM United States
Software Announcement 200-452
December 19, 2000

Tivoli Smart Handheld Device Manager Enables Remote Management of Mobile Devices

 ENUS200-452.PDF (43KB)

At a Glance

Tivoli Smart Handheld Device Manager leverages the existing Tivoli infrastructure, allowing the administrator to effectively and consistently re-use the same management procedures and policies on these new mobile platforms. With this product, you gain these benefits.

  • Efficiently manage Palm OS and Windows CE devices on an enterprise-wide level
  • Manage handheld devices connected through a number of synchronization technologies, including Palm Desktop Hotsync and Extended Systems XTND Connect Server 3.0 (when available)
  • Extend support to other synchronization and communication technologies with TSHDM architecture
  • Coordinate handheld device management procedures over the entire Enterprise using the proven Software Distribution, Inventory, Enterprise Console, and Distributed Monitoring Tivoli management tools
  • Speed the adoption of handheld devices in your enterprise through standardization of the use of these devices


With Tivoli® Smart Handheld Device Manager (TSHDM) V2.0, your business can easily and quickly adopt smart handheld devices as an important tool in your enterprise. This state-of-the-art product allows you to efficiently deploy these devices in line with your business objectives and support wireless and dial-up connectivity on a number of popular handheld platforms.

Product Enhancements

TSHDM evolved from the previous Tivoli product that managed mobile devices — Tivoli Device Manager for Palm Computing Platform. While this product provided management only for devices using the Palm computing platform, TSHDM also manages handheld devices based on the Windows™ CE operating system and supports Palm OS and Windows CE devices wireless, dial-up, and LAN connectivity. TSHDM also integrates with several server-based synchronization technologies. This version adds integration with the planned XTND Connect Server 3.0 from Extended Systems Inc.

Key Benefits and Features

TSHDM uses Tivoli Device Manager to seamlessly extend the Tivoli Management Environment™ your business already relies on to handheld devices. Specifically, this product offers these attractive and useful features:

  • Automatic discovery, which provides immediate and continual information about the handheld devices being used in your enterprise
  • Centralized control of handheld devices, which enables your IT professionals to manage these devices like any other IT asset in the organization
  • Hands-free management of the devices, which allows your enterprise to quickly deploy and maintain these devices on a large scale without major involvement of overworked IT professionals or end users
  • Event correlation that enables immediate problem resolution of handheld devices
  • Decision support guides that gather critical data, which can gauge the effect of handheld devices on your business

These TSHDM capabilities offer your enterprise some important advantages:

  • Breaks the barriers that prevent your business from using handheld devices
  • Automates and eases the device provisioning process
  • Enables wireless LAN and WAN connectivity
  • Facilitates cross-platform support of handheld devices
  • Creates the foundation for expanding the use of these devices
  • Expands support to other platforms and mobile devices

Key Prerequisites

Tivoli Smart Handheld Device Manager V2.0 manages the following devices.

  • Devices based on Palm OS level 3.0, 3.1, 3.2, 3.3, or 3.5
  • H/PC or H/PC Pro based devices based on Windows CE 2.11
  • Devices based on Microsoft™ PocketPC platform (Windows CE 3.0)

Planned Availability Date

December 22, 2000


The main features of Tivoli Smart Handheld Manager (TSHDM) along with a short description are as follows:

Different Handheld Platform Support

The product supports Palm OS and Windows CE devices. A mixed environment can be managed with an operating system and device agnostic view for most of the management operation.

Synchronization Technologies

The products support devices connected through the following synchronization technologies:

  • Palm HotSync technology (Only for Palm OS based devices)
  • Extended Systems, Inc. XTND Connect Server 3.0 (when available)

A mixed environment of different synchronization technologies can be managed with an agnostic view for most of the management operation.


This is the capability to discover and automatically define handheld devices that are already connected to one of the above synchronization technologies.

Device Grouping

The Device Group models a group of devices and allows the administrator to define the target of a management operation. TSHDM exploits the new Tivoli Device Manager (TDM) capability that extends the behavior of this class across the Query Library and Policy features of Tivoli Framework and provides two device group types:

  • Static: defines a static group of devices of a given type. The static device groups have their subscribers stored in a list that is directly defined and managed by the administrator. The list is static in that subscribers are enumerated and stored in the list. Static device groups provide support for the Tivoli Query Library and the Tivoli Policy that can be used to filter the available subscribers list from the user interface.
  • Dynamic: defines a dynamic group of devices of a given type. The dynamic device groups have subscribers that are resolved at distribution time through the execution of queries on the inventory DB or generic scripts representing different policies. Dynamic device groups support two forms of subscriber resolution: the first is via the Tivoli Query Library facility; the second is via the Tivoli Policy facility.

Thanks to these new features, the administrator can effectively automate the change management process. Possible usage examples are:

  • Use validation policy scripts to achieve the needed security filtering of device groups of a given policy region.
  • Use a default policy script to filter the available subscriber list and simplify the administration of a device group
  • Define a dynamic device group as a target of a management operation (software distribution, remove application, configuration) so that the operation can be automatically scheduled and executed only on devices matching the query policy condition. This implies the capability to implement scenarios of automatic provisioning of the devices

The device provisioning process is also automated through the execution of user defined scripts that are triggered and executed when devices are created, changed, or deleted. Specific device related commands allow the administrator to execute, disable, and customize these actions.

No Touch Management

This feature allows the administrator to queue any management operation to a device as soon as the device is discovered or defined (this means even before a device is physically present or synchronized). At first synchronization, the management operation is automatically executed.

Software Distribution

This is the capability to install and update files and applications (or database for Palm OS) to the remote device. A new Software Distribution Package resource is available for Smart Handheld Devices.

Application Removal

Application Removal is the feature that allows a Tivoli administrator, at the server, to delete applications from devices. A new profile-based application enables the administrator to define the application to be removed. Dynamic access to the inventory database allows easy selection of the application to be removed among all the applications installed in at least one device in the Enterprise.

Configuration Management

Each device has preferences and configurations that the device user can set: the format of the date, the currency, the language, the network and modem connections, the registry, the owner information, and the password. The Device Configuration Management is the feature that enables these settings on a device from a central location. All the configurations are stored in a configuration file that is distributed to the devices through the normal Software Distribution process. The Tivoli Device Agent interprets this configuration file and performs this setting on the device.


Hardware and software discovery are supported to accomplish this task. Up-to-date information is collected from the device at each synchronization and loaded centrally by exploiting the Tivoli Inventory. A specific Smart Handheld Device Inventory profile is now available and can be distributed to any group of devices or collection of them.

Distributed Monitoring

The product enables monitoring of some critical resources, such as battery status, memory, and disk or storage space on devices. The administrator can create a monitor profile for devices and distribute to the TMA Endpoint to which the device is connected. The administrator can set threshold values for the resources to be monitored so that a device specific event is issued when the threshold is reached. Threshold setting is common to all devices attached to a TMA Endpoint.

T/EC Integration

T/EC integrations allows correlation of different asynchronous actions executed on the device. At distribution time, an event notifies the result of the distribution queuing. At synchronization time, an event notifies the completion of the management operation (like software distribution, application removal or configuration) and is correlated with the original event of the associated distribution. Other events (like the synchronization and the reaching of a monitor) let the administrator control and manage the availability of the device.

Tivoli Decision Support Guide

The Tivoli Decision Support Guide for Handheld Management optimizes administrators' and executives' access to asset and deployment tracking information for an effective planning an control process.

Year 2000

This product does not have date dependencies and is, therefore, Year 2000 ready.

Euro Currency

This program is not impacted by euro currency.

Reference Information

Refer to:

  • Software Announcement 200-017 , dated February 15, 2000
  • Software Announcement 200-100 , dated April 25, 2000
  • Software Announcement 200-080 , dated April 4, 2000


Windows and Microsoft are trademarks of Microsoft Corporation.
Tivoli Management Environment is a trademark of International Business Machines Corporation or Tivoli Systems Inc. in the United States or other countries or both.
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 all 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 on the Internet at:

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 documents will be shipped with the TSHDM program.

Title                                   Number
TSHDM User's Guide                      GC32-0693
TSHDM Release Notes(TM)                 GI11-0795

Technical Information

Specified Operating Environment

Hardware Requirements

Hardware platforms supporting UNIX®, Windows NT™, Windows™ 98, or Windows 2000 with the software levels stated in the Software Requirements section.

Software Requirements

TSHDM V2.0 manages devices connected to workstation running Windows NT 4.0, Windows 98, or Windows 2000, that is an endpoint in the in the Tivoli management infrastructure and uses one of the following communication technologies:

  • Palm Hot Sync (Native synchronization technology for Palm Computing Platform devices)
  • Extended Systems Inc. XTND Connect Server 3.0

At the server, gateway and console platform support level, the product supports the following core/tier 1 platforms:

  • Windows NT 4.O and Windows 2000
  • Solaris
  • HP-UX
  • AIX®

The following Tivoli products are prerequisites, they are needed to exploit related functions:

  • Tivoli Software Distribution
  • Tivoli Inventory
  • Tivoli Enterprise Console®
  • Tivoli Distributed Monitoring
  • Tivoli Decision Support (2.0 or later)

TSHDM supports Tivoli Framework 3.7 and the latest supported levels of Tivoli Framework 3.6x.

Planning Information


TSHDM is distributed with:

  • International Program License Agreement (Z125-3301)
  • License Information document (LC23-4470)

Security, Auditability, and Control

TSHDM 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.

Ordering Information

Basic License: When ordering TSHDM, the customer should also order or purchase additional Tivoli Management Points for the following products dependent on the functionality they desire.

  • Tivoli Software Distribution (5698-SWD)
  • Tivoli Inventory (5698-INV)
  • Tivoli Distributed Monitoring (5698-EMN)
  • Tivoli Enterprise Console (5698-EAS)

The Tivoli Management Points purchased are based on the number of devices managed in increments of 500 devices.


A device is any non-client, non-server part of a network managed by a Tivoli application, including but not limited to point-of-sale terminals, Palm Pilots, and other pervasive devices.

The ordering feature numbers included here are not new, they are included for here for ordering convenience. Refer to Software Announcement 200-080 , dated April 4, 2000, for the original announcement of the following feature numbers.

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 (OTC) feature number from the tables below in the quantity desired (maximum quantity of 250).

The quantity of Tivoli Management Points is based on the number of devices that are managed.

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

Program                                 Tivoli Management Points
Number            Program Name          Qty 1            Qty 250
5698-DMP          Tivoli Smart          0976             0977

Tivoli Systems Support

Although the first year of support is included in the product price, a no-charge (NC) order must be placed using program number 5698-SPT specifying feature number 9001 for asset registration and the appropriate First Year Standard Support — NC 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 the first year of a 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 summarize these offerings.

Support Categories         Standard      24            Select
Support Coverage via       Normal        7 x 24        7 x 24
 Web, Phone, Fax, and      Bus Hrs
Web Support Tools          Yes           Yes           Yes
 (TIPS, FAQs, White
 papers, Tools,
 Patch downloads)
Maintenance and            Yes           Yes           Yes
Support News               Yes           Yes           Yes
Support Categories         Standard      24            Select
Escalation Process         Yes           Yes           Yes
Initial "Tivoli            No            No            Yes
 Select" Support
 Review (one
 customer location
 and one review per
  Severity 1 -- 1 hour     No            No            Yes
  Severity 2 -- 2 hour     No            No            Yes
  Severity 3 -- 4 hour     No            No            Yes
  Severity 4 -- 4 hour     No            No            Yes
Fast Path to "Tivoli       No            No            Yes
 Select" Level 2
Heightened                 No            No            Yes
 Resolution Priority
Proactive Tivoli           No            No            Yes
On-site when Required      No            No            Yes
 (two trips per year
 not to exceed six
 days in total)
"Tivoli Select"            No            No            Quarterly
 Support review and
 (customer to
 identify single
 point of control
Minimum of 40,000          No            No            Yes
 renewable Tivoli
 Management points
 required in
  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 24x7 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, 7x24 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/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 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 NC 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         Upgrade     from
                                from            from        1st Year
                                1st Year        1st Year    Std-24
                 1st Year       to Std-24       to Select   to Select
                 Support        Support         Support     Support
                 NC             OTC             OTC         OTC
Support for      Feature        Feature         Feature     Feature
Program Name     Number         Number          Number      Number
Program Number:  5698-DMP
Tivoli Smart
 Qty of 1        0974           0961            0962        0963
 Qty of 250      0975           0964            0965        0966

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
                           Annual       Annual        Annual
                           Charge       Charge        Charge
Support for                Feature      Feature       Feature
Program Name               Number       Number        Number
Program Number:  5698-DMP
Tivoli Smart
 Qty of 1                  0968         0969          0970
 Qty of 250                0971         0972          0973

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

End of Support

Tivoli Device Manager for Palm Computing Platform will reach end of support 12 months after the availability of TSHDM V2.0.

Basic Machine-Readable Material

                              Feature               Distribution
 Description                  Number                Medium
Program Number:  5698-DMP
Tivoli Smart
 Handheld Device
 Manager                      5809                  CD-ROM
  French                      5819                  CD-ROM
  Brazilian                   5839                  CD-ROM
  German                      5849                  CD-ROM
  Spanish                     5859                  CD-ROM
  Italian                     5869                  CD-ROM
  Japanese                    5829                  CD-ROM
  Simplified                  5879                  CD-ROM
  Traditional                 5899                  CD-ROM
  Korean                      5889                  CD-ROM

Customization Options: Select the appropriate feature numbers to customize your order with 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)
Ship Media Only (suppresses initial                 3470
 shipment of documentation)
Ship Documentation Only (suppresses                 3471
 initial shipment of media)
Update Shipments
Ship Media Updates Only (suppresses                 3480
 update shipment of documentation)
Ship Documentation Only (suppresses                 3481
 update shipment of media)
Suppress Updates (suppresses update                 3482
 shipment of media and documentation)
Expedite Shipments
Local IBM Office Expedite                           3445
 (for IBM use only)
Customer Expedite Process Charge                    3446
 ($30 charge for each product)

Expedite shipments will be processed to receive 72-hour delivery from the time IBM Software Delivery and Fulfillment (SDF) receives the order. SDF will then ship the order via overnight air transportation.

Terms and Conditions

Agreement: IBM International Program License Agreement (IPLA), IBM International Agreement for Acquisition of Programs and Support (IIAAPS), IBM Agreement for Acquisition of Support (IAAS), 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 a one-time charge.

Educational Allowance Available: Yes, to qualified educational institutional customers

Percentage: 15%

Volume Orders: Not applicable

Upgrade Protection Applies: Covered as long as Support remains in effect

Licensed Program Materials Availability: Object Code only

Entitled Upgrade for Current Upgrade Protection Licensees: As announced for each program

Tivoli Support

Support Center applies:       Yes
                              Access is available through the
                               Tivoli Support Center,
                               800-TIVOLI8 (848-6548)
Availability:                 The first year of Tivoli Support
                               is 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
Available until the           Twelve months after written
product is discontinued:       notice of product
                               discontinuance, (that is,
                               end-of-life (EOL))
Applicable for:               The current release
                              The immediate previous release
                               level for 12 months after
                               the general availability of the
                               current release
APAR Mailing Address:         Tivoli Systems Inc.
                              9442 Capital of Texas Highway
                              Austin, TX  78759
                              Attention:  Product Development

Support Line: No

Product Web Site

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


Charges are based on Tivoli Management Points. Charges per Tivoli Management point are unaffected by this announcement.

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:


AIX is a registered trademark of International Business Machines Corporation in the United States or other countries or both.
Windows and Windows NT are trademarks of Microsoft Corporation.
UNIX is a registered trademark in the United States and other countries exclusively through X/Open Company Limited.
Tivoli and Tivoli Enterprise Console are registered trademarks of International Business Machines Corporation or Tivoli Systems Inc. in the United States or other countries or both.
Notes is a trademark of Lotus Development Corporation.
Other company, product, and service names may be trademarks or service marks of others.

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