IBM United States
Software Announcement 202-257
October 8, 2002

IBM Tivoli Service Level Advisor V1.2 Enhances IT Services

 ENUS202-257.PDF (47KB)

(Corrected on November 13, 2002)

Information added to the Ordering Information section.

At a Glance

IBM Tivoli Service Level Advisor V1.2 can offer providers of IT services:

  • The ability to easily build an end-to-end view of service levels using a single management tool.
  • Automated evaluation of Service Level Agreements (SLAs) which can significantly help reduce the time and effort required, and provide consistency for assurance of business process service delivery.
  • Alerts for SLA violations and trends to violations through event traps or e-mail.
  • Flexible Web-based reporting that uses industry-standard Java™ servlets.
  • Consistency with operational IBM best practices for defining and changing SLAs, change logging and notification, and SLA reporting for service level management in dynamic business environments.
  • Tivoli Data Warehouse as a focal point for data aggregation using a pre-defined, consistent data format, which can help reduce the time to deploy new monitoring features and metrics for SLAs.

For ordering, contact:

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

Overview

IBM Tivoli® Service Level Advisor helps simplify the process of defining service offerings according to the terms of a Service Level Advisor (SLA), and associating these services with customers. It can then automate evaluation of these SLAs, correlating any monitoring metrics stored in the Tivoli Data Warehouse against critical business schedules. It provides alerts, and historical reports of SLA violations and trends toward violations.

V1.2 of IBM Tivoli Service Level Advisor provides the following enhancements:

  • Greater integration with dynamic business environments
    • Multi-tiered SLAs to help provide faster, more consistent service deployment
    • Fiscal quarter and fiscal year support
    • Enhanced flexibility to help you meet changing customer needs
  • Additional predictive capabilities
    • IBM-exclusive Exponential stress detection algorithm enables proactive correction of stressed IT components that are reaching capacity limits
    • Graphical warnings of trends in progress

Key Prerequisites

Refer to Hardware Requirements and Software Requirements sections.

Planned Availability Date

October 11, 2002

Description

IBM Tivoli Service Level Advisor 1.2 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 V1.2 provides enhancements based on industry best-practices that can help enable providers of IT services to:

  • Reduce service level management costs and improve IT resource productivity

    IBM Tivoli Service Level Advisor can help reduce the time and effort required to build and manage SLAs with new multi-tiered SLA capabilities. This allows the IT service provider to define service level objectives in global internal or outsourced SLAs once, then reuse these defined SLAs as part of selected customer level SLAs.

  • Maintain high levels of business productivity and customer satisfaction

    IBM Tivoli Service Level Advisor V1.2 includes predictive capabilities that can detect trends related to "stressed" IT environments with nonlinear behavioral models. The IBM-exclusive Exponential Stress Detection algorithm provides early warnings of service level objectives that exhibit exponentially worsening conditions. This can enhance the ability for the IT department to proactively manage service levels before there is a business critical impact.

  • Manage services at a business level

    IBM Tivoli Service Level Advisor V1.2 provides a new "dashboard" executive summary view of SLA status by customer. SLA status can now be viewed at-a-glance with colors and symbols that quickly identify areas with a high number of SLA violations and trends toward violation. V1.2 also includes the ability to more easily manage SLAs in a dynamic business environment. As service level objectives, business schedules, and maintenance windows change, providers of IT services can have the ability to more effectively implement and manage these changes. Notifications and logs of changes are maintained to help ensure the integrity of the service level management process, and maintain trust between the IT service provider and client. An additional new business-level feature provides the ability to align SLA evaluations with the corporate fiscal quarter and fiscal year. This helps tighten the linkage between service delivery and critical business operations.

    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 virtually 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 Data Warehouse. In addition to its data warehousing, and cross-domain reporting capabilities, the Tivoli 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 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:

  • Automated evaluation for SLA compliance based on calendar or fiscal quarter and year definitions
  • IBM-exclusive trending analysis, including a patent-pending linear algorithm, and an Exponential Stress Detection algorithm for nonlinear trends.
  • Aggregation of monitored metrics in multi-technology environments.
  • Notification of violations for trends toward violations via Tivoli Event Console events, SNMP traps, or e-mail including projected date and time of violation.
  • Flexible reporting of executive summary or detailed SLA status
    • Group customers into IT provider-defined "realms" by geography, organization, or other criteria
    • View status by customers, SLAs, SLA components, SLA results, SLA violations, or SLA trends toward violations
    • High-level executive at-a-glance views
    • Detailed customer views
    • Web-based, printer-friendly
  • Integrated Tivoli Data Warehouse
  • Tiered SLAs
    • Define elements of external (customer-facing), internal (IT department), and outsourced services.
    • Combine one or more of these types into a multi-tiered SLA.
  • Auto-discovery of data collection and correlation metrics from performance and availability tools. At least one application must be enabled to store these metrics in the Tivoli Data Warehouse.
  • Definable schedule periods for service level objective thresholds, including a no service period for maintenance schedules that are excluded from SLA evaluations.
  • Global scheduling for holidays and other dates across multiple SLAs.
  • User-based administrative roles for service level management tasks:
    • IBM Web Console manages user login/authentication
    • Service offering specialist role to create, modify, publish, and withdraw service offerings
    • Customer order specialist role to add/modify/group customers, and to create/manage/modify service orders
  • Interoperability with IBM Tivoli Business Systems Manager
    • View SLA status (steady, trend, violation) on IBM Tivoli Business Systems Manager console
    • Include IBM Tivoli Business Systems Manager line-of-business status in SLAs
  • Interoperability with IBM DB/2 V7.2 (included)
  • Interoperability with IBM WebSphere® Web Application Server
    • Advanced Edition 4.0
    • Advanced Edition Single Server 4.0 (included)

Product Positioning

IBM Tivoli Service Level Manager is part of the Tivoli Performance and Availability portfolio of products that provides Business Impact Management for providers of e-business services. IBM Tivoli Service Level Advisor can simplify defining service offerings according to the terms of a SLA, and associating these services with customers. It can then automate validating SLAs, correlating any monitoring metrics stored in the Tivoli Data Warehouse. It provides alerts, and historical reports of SLA violations and trends toward violations. Features that differentiate IBM Tivoli Service Level Advisor are:

  • Patent-pending trend analysis enabling proactive service level management
  • Open architecture that supports metrics from existing IT infrastructure monitoring tools from IBM Tivoli and certain third-party vendors
  • That it goes beyond simple fault management by associating service delivery with business objectives based on customer service requirements and schedules
  • Includes an enterprise-class data warehousing function

Accessibility by People with Disabilities

Once installed, IBM Tivoli Service Level Advisor V1.2 supports the following features:

  • Features for vision impaired users:
    • Supports interfaces commonly used by screen readers. (Note: This feature applies to applications on Windows® platforms only.)
    • Can be operated using only the keyboard.
    • Supports customization of display attributes such as color, contrast, and font size.
    • Communicates all information independently of color.
    • Supports interfaces commonly used by screen magnifiers. (Note: This feature applies to applications on Windows platforms only.)
    • Provides documentation in an accessible format.
  • Features for users with mobility impairments or limited hand use:
    • Can be operated using only the keyboard
  • Other accessibility features:
    • Does not flash the screen at rates that could induce epileptic seizures

Reference Information

Refer to Software Announcement 202-086 , dated April 9, 2002.

Trademarks

 
WebSphere is a registered trademark of International Business Machines Corporation in the United States or other countries or both.
 
Windows is a registered trademark of Microsoft Corporation.
 
Java is a trademark of Sun Microsystems, Inc.
 
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 Web site at:

Publications

The following hardcopy publication is shipped with the product:

                                                       Form
Title                                                  Number
 
README First                                           GI11-0920

The following publications are included in English in displayable softcopy form (PDF and HTML) on the IBM Tivoli Service Advisor CD-ROM.

                                                       Form
Title                                                  Number
 
Getting Started with Tivoli Service                    SC32-0834
 Level Advisor, V1.2
 
Administrator's Guide for Tivoli Service               SC32-0835
 Level Advisor, V1.2
 
Command Reference for Tivoli Service                   SC32-0833
 Level Advisor, V1.2
 
Tivoli Service Level Advisor                           GI11-0908
 Release Notes, V1.2

The publications on the above CD-ROMs can be downloaded in English in softcopy from the following Web site on the planned availability date:

Technical Information

Specified Operating Environment

Hardware Requirements

IBM Tivoli Service Level Advisor requires the following:

  • IBM eServer pSeries™ (RS/6000®) — AIX® CPU 375 MHz, or higher, 1 GB RAM or higher hard drive
  • IBM eServer xSeries™ (Netfinity®) and other Intel® Pentium® brands:
    • Microsoft™ Windows®: CPU — 650 MHz, or higher, 1 GB RAM, 1 GB, or higher hard drive
    • Linux — 650 MHz, or higher CPU, 1 GB RAM, 1 GB or more hard drive
  • Sun SPARC Solaris: 400 MHz, or higher CPU, 1 GB RAM, or higher memory, 1 GB, or higher hard drive

Software Requirements

The following operating systems will be supported for IBM Tivoli Service Level Advisor V1.2:

  • Windows 2000 Server Service Pack 2+
  • Windows 2000 Advanced Server Service Pack 2+
  • Windows NT® 4.0 Service Pack 6
  • Red Hat 7.2, SuSE 7.2 shipped with Red Hat 7.1 and SuSE 7.1 support
  • AIX 4.33 and AIX 5.1, both with patches required for JRE 1.3
  • Solaris 2.7 and Solaris 2.8

IBM Tivoli Service Level Advisor V1.1 database support includes DB2® EE 7.2 Fixpack 5. Tivoli Service Level Advisor V1.2 will support both DB2 7.2 Fixpack 5 as well as Fixpack 6. IBM Tivoli Service Level Advisor will support either IBM WebSphere® V4.01 AE, or later, or WebSphere V4.01 AES, or later if the customer already has an installed WebSphere environment. Web browser requirements are Netscape 4.6x and 4.7x and Internet Explorer 5.x and 6 on the operating systems listed above for which they are supported.

Tivoli Service Level Advisor V1.2 has the following prerequisites:

  • Tivoli Data Warehouse V1.1
  • WebSphere V4.0 AE and WebSphere V4.0 AES provides JSP, servlet engine and Web server
  • DB2 UDB V7.2 database

Compatibility

IBM Tivoli Service Level Advisor is compatible with the following versions of IBM Tivoli products:

  • Data Monitoring sources
    • Tivoli Distributed Monitoring V3.7.1
    • IBM Tivoli Monitoring V5.1
    • Tivoli Web Services Manager V1.7
    • Tivoli Application Performance Management V2.1
    • IBM Tivoli Monitoring for Transaction Performance V1.5.1
    • IBM Tivoli Business Systems Manager V1.5
    • IBM Tivoli Monitoring for Databases
    • IBM Tivoli Monitoring for Business Integration
    • IBM Tivoli Monitoring for Applications
    • IBM Tivoli Monitoring for Messaging and Collaboration
    • IBM Tivoli Monitoring for Web Infrastructure
    • IBM Tivoli Risk Manager V3.9
    • IBM Tivoli Storage Resource Manager V1.1
  • Database
    • IBM DB2 V7.2 Fixpack 5 (included)
  • Web Application Servers
    • IBM WebSphere Advanced Edition V4.0
    • IBM WebSphere Advanced Edition Single Server V4.0 (included)

Planning Information

Direct Customer Support: Direct customer support is provided by IBM Operational Support Services — Support Line. This fee service enhances customers' productivity by providing voice and electronic access into the IBM support organization. IBM Operational Support Services — Support Line will help answer questions pertaining to usage, and suspected software defects for eligible products.

Installation and technical support is provided by Global Services. For more information call 800-IBM-4YOU (426-4968).

Packaging

IBM Tivoli Service Level Advisor V1.2 is distributed with:

  • International Program License Agreement (Z125-3301)
  • License Information document (GC23-4479)
  • CD-ROMs
  • Publications (refer to the Publications section)

Security, Auditability, and Control

IBM Tivoli Service Level Advisor 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

This product is only available via Passport Advantage. It is not available as shrinkwrap.

  • Product Group: IBM Performance and Availability
  • Product Identifier Description: IBM Tivoli Service Level Advisor (5724-C40)
  • Product Category: Service Level Advisor

Passport Advantage Customer: Media Pack Entitlement Details

Customers with active maintenance or subscription for the product listed below are entitled to receive the corresponding media pack.

Entitled Maintenance Offerings Description
 
Tivoli Service Level Advisor Proc
Tivoli Service Level Advisor TMP

                                                         Part
Media Pack Description                                   Number
 
IBM Tivoli Service Level Advisor 1.1                     BJ07UML
 Multi Lingual Media Pack

Current Licensees: Current licensees 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.

Basic License: Charge units are product specific and may not be transferred to another product.

Note: There is no transferability in licensing between platforms for end-to-end products where pricing on the zSeries platform is based on MSUs and pricing on other platform servers is per processor.

zSeries MSU Table (Value Unit Exhibit VUE006)
 
                                 Tivoli Management Points
Product Name                          for zSeries MSU
 
IBM Tivoli             Base 3    4-45    46-175    176-315    316+
 Service Level
 Advisor
                       903       49      20        15         11

Ordering Information for Passport Advantage

To order IBM Tivoli Service Level Advisor under Passport Advantage:

  • Select a license/maintenance part number from the table, then specify the quantity of this part number based on the number of processors or Tivoli Management Points required.
  • Select a media pack part number in the desired quantity.
  • If desired, the product can be downloaded from Passport Advantage on the planned availability date if desired.

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

                                                         Part
Program Name/Description                                 Number
 
Metric:  Processors
IBM Tivoli Service Level Advisor V1.2
 License and Maintenance to                              D513ALL
  1st Anniversary
 License and Maintenance to                              D513BLL
  2nd Anniversary
 Maintenance Renewal to                                  E00A0LL
  Anniversary Date
 Maintenance after License to                            D513CLL
  Anniversary Date

Program Name/Description                                 Number
 
Metric: Tivoli Management Points
 
IBM Tivoli Service Level Advisor                         D521TLL
 for zSeries -- License and
 Maintenance 1st Anniversary
IBM Tivoli Service Level Advisor                         D521ULL
 for zSeries -- License and
 Maintenance 2nd Anniversary
IBM Tivoli Service Level Advisor                         E00MGLL
 for zSeries -- Maintenance
 Renewal to Anniversary Date
IBM Tivoli Service Level Advisor                         D521VLL
 for zSeries -- Maintenance
 after License to Anniversary Date

To order a media pack and/or documentation pack for Passport Advantage, specify the part number in the desired quantity from the following table:

                                                         Part
Program Name/Description                                 Number
 
IBM Tivoli Service Level Advisor V1.2                    BJ07UML
 Media Pack (Non-AP)

Passport Advantage Software Maintenance

Software Maintenance (called Support for Tivoli products outside of Passport Advantage) 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:

  • Telephone access and/or electronic access via the Web to an IBM Customer Support Center.
  • Support for routine, short duration installation and usage ("how-to") questions and code-related problems.
  • Support during normal country business hours, namely prime shift hours, Monday through Friday, excluding national or statutory holidays.
  • Support for mission-critical (Severity 1) problems during non-prime shift hours, namely all hours outside normal country business hours including national and/or statutory holidays.
  • Two-hour response time objective during prime shift for voice and electronic submission. The response objective for critical/emergency problems during offshift is also two hours.
  • Access to hints, tips, and frequently asked questions.
  • Access to escalation management 24 hours a day, 7 days a week.
  • Open Authorized Technical Caller list to submit problems to IBM Support Centers on your behalf. Open to any number of technical specialists within your IS organization. Each caller must be registered through the IBM problem submission Web site in order to submit problems. Problem submission is handled by the Site Technical Contact as listed on the Passport Advantage enrollment form.
  • eCare for Software is an initiative designed to enhance your electronic support experience by providing the following advantages:
    • Single view of IBM distributed software that includes easy/integrated access to the following information and functions:
    • Comprehensive electronic (via the Web) self-help capabilities available 24 hours a day, 7 days a week.
    • Advanced search capabilities.
    • A single interface to the IBM problem submission/management system for IBM distributed software.

Passport Advantage allows you to have a common anniversary date for Software Maintenance renewals, simplifying management and budgeting for 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.

Withdrawal of Passport Advantage Part Numbers

The following passport advantage part numbers will be withdrawn on November 7, 2002.

                                                         Part
Description                                              Number
 
IBM Tivoli Service Level Advisor V1.1                    BJ04KML
 Multilingual Media Pack
IBM Tivoli Service Level Advisor V1.1                    BJ058ML
 Multilingual Media Pack

Terms and Conditions

This product is only available via Passport Advantage. It is not available as shrinkwrap.

Applicable 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.

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 processors licensed.

Volume Offering (IVO): No

Upgrade Protection Applies: Covered as long as Tivoli Support or Passport Advantage 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 Passport Advantage: Yes
  • Support for Tivoli products: Yes

Complementary Introductory Support: Not available

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.

Tivoli Support and Passport Advantage Software Maintenance:

  • Support Center applies: Yes. Access is available through the IBM Support Center, 800-237-5511.
  • Availability of Passport Advantage Software Maintenance:
    • Passport Advantage Software Maintenance is provided at no additional charge for each eligible program acquired until the first anniversary date. For an additional fee, a license can be acquired with maintenance to the second anniversary date.
    • Passport Advantage Software Maintenance is provided for renewal for a fee at each anniversary date. Customers who do not renew their Software Maintenance will have to purchase the Maintenance after License option to reactivate their maintenance agreement when they require a new level of software code or remote technical support
  • Passport Advantage Software Maintenance available until twelve months after announcement of product discontinuance, (that is, end-of-life [EOL])
  • Passport Advantage Software Maintenance are applicable to:
    • The current release
    • The immediate previous release for twelve months after the general availability of the current release
  • APAR Mailing Address:
      IBM
      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

Passport Advantage

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:

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

 
The e-business logo, pSeries, and xSeries are trademarks of International Business Machines Corporation in the United States or other countries or both.
 
AIX, RS/6000, Netfinity, DB2, and WebSphere are registered trademarks of International Business Machines Corporation in the United States or other countries or both.
 
Intel and Pentium are registered trademarks of Intel Corporation.
 
Microsoft is a trademark of Microsoft Corporation.
 
Windows and Windows NT are registered trademarks 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.