IBM Tivoli Service Request Manager adds Linux on System z support and Tivoli Service Request Manager, Tivoli Change and Configuration Management Database, and Tivoli Release Process Manager add new language support

IBM United States Software Announcement 208-277
September 30, 2008

 
 ENUS208-277.PDF (112KB)

Table of contents   Document options  
At a glance At a glance Education support Education support
Overview Overview Offering Information Offering Information
Key prerequisites Key prerequisites Technical information Technical information
Planned availability dates Planned availability dates Ordering information Ordering information
Description Description Terms and conditions Terms and conditions
Program number Program number Prices Prices
 
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At a glance
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Linux® on System z® support is being added to IBM® Tivoli® Service Request Manager. New language support is being added to Tivoli Service Request Manager, Tivoli Change and Configuration Management Database, and Tivoli Release Process Manager.


 
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Overview
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Linux on System z support is being added to IBM Tivoli Service Request Manager. New language support is being added for Tivoli Service Request Manager, Tivoli Change and Configuration Management Database, and Tivoli Release Process Manager.

IBM Tivoli Service Request Manager delivers end-user service request management through service desk and service catalog components.

  • Service desk offers day-to-day management of incidents and problems.
  • Service catalog enables users to obtain IT services through published service offerings.

Tivoli Change and Configuration Management Database provides a platform for storing comprehensive, standardized enterprise data. By integrating, automating and optimizing data, workflows, and policies, it helps to align the ongoing management of your IT infrastructure with your business priorities. This scalable platform helps simplify architectural complexity and helps reduce incident and problem management cost.

Tivoli Release Process Manager software provides a process-based solution to address the domain of release management as defined by the Information Technology Infrastructure Library (ITIL®). Tivoli Release Process Manager helps automate complex deployments in the context of the overall release management process, and helps you to assess the impact on your IT infrastructure and business critical functions before you release.

Language support being added is:

Program name                      Language
 
Tivoli Service Request Manager    Swedish
                                  Russian
                                  Polish
                                  Hungarian
                                  Czechoslovakian
 
Tivoli Change and Configuration   Swedish
Management Database
 
Tivoli Release Process Manager    Swedish

 
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Key prerequisites
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Refer to the Hardware requirements and Software requirements sections.


 
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Planned availability dates
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Tivoli Service Request Manager

  • October 17, 2008: Electronic
  • November 7, 2008: Physical

Tivoli Change and Configuration Management Database and Tivoli Release Process Manager

  • November 7, 2008: Electronic
  • December 5, 2008: Physical

 
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Description
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For detailed information about these products, refer to the following product announcements:

  • Software Announcement 208-106, dated May 13, 2008, IBM Service Request Manager
  • Software Announcement 207-323, dated December 04, 2007, IBM Tivoli Change and Configuration Management Database and IBM Tivoli Release Process Manager

 
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Program number
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Program                Program
number         VRM     name
 
5724-S85       7.1     IBM Tivoli Service Request Manager
5724-M19       7.1.1   IBM Tivoli Change and Configuration
                       Management Database
5724-M18       7.1.1   IBM Tivoli Release Process Manager

 
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Education support
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Comprehensive education for IBM Tivoli products is offered through Worldwide Tivoli Education Delivery Services. A wide range of training options are available, including classes led by instructors, learning on demand, on-site training, and blended learning solutions.

For additional information, visit

http://www-306.ibm.com/software/tivoli/education/

 
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Offering Information
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Product information is available via the Offering Information Web site

http://www.ibm.com/common/ssi

Also, visit the Passport Advantage® Web site

http://www.ibm.com/software/passportadvantage

 
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Technical information
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Specified operating environment

Hardware requirements

Complete hardware requirements can be found in the following announcements:

  • Software Announcement 208-106, dated May 13, 2008, IBM Service Request Manager
  • Software Announcement 207-323, dated December 04, 2007, IBM Tivoli Change and Configuration Management Database and IBM Tivoli Release Process Manager
  • Software Announcement 208-127, dated May 20, 2008, IBM Tivoli Service Management Center for System z
Software requirements

Application Server for Service Request Manager:

The server where you install the IBM WebSphere® Application Server Network Deployment (V6.1 fixpack 13, or later) and typically, where you deploy Maximo® EAR files. The following requirements are being added or clarified with this announcement.

Software:

  • SUSE SLES Linux on System z Version 9 and 10
  • RHEL Linux on System z Version 4 and 5

In addition, the following operating system, middleware, and database combination is also supported:

  • Weblogic 9.2 on Windows® 2003 Server on all supported databases
  • Weblogic 9.2 on Solaris 10 with Oracle V 10 release 1 or 2

Application Server for Change and Configuration Management Database and Release Process Manager: The server where you install the IBM WebSphere Application Server Network Deployment (V6.1 fixpack 13, or later) and typically, where you deploy Maximo EAR files. The following requirements are being added or clarified with this announcement.

Software

  • SUSE SLES Linux on System z Version 10
  • RHEL Linux on System z Version 4 and 5

Complete technical information can be found in the following announcements:

  • Software Announcement 208-106, dated May 13, 2008, IBM Service Request Manager
  • Software Announcement 207-323, dated December 04, 2007, IBM Tivoli Change and Configuration Management Database and IBM Tivoli Release Process Manager
  • Software Announcement 208-127, dated May 20, 2008, IBM Tivoli Service Management Center for System z

The program's specifications and specified operating environment information may be found in documentation accompanying the program, if available, such as a README file, or other information published by IBM, such as an announcement letter. Documentation and other program content may be supplied only in the English language.

Planning information

Direct customer support

For technical support or assistance, contact your IBM representative or visit

http://www.ibm.com/support
Packaging

This program, when downloaded from a Web site, contains the applicable IBM license agreement and License Information, if appropriate, and will be presented for acceptance at the time of installation of the program. For future reference, the license and License Information will be stored in a directory such as LICENSE.TXT.

Security, auditability, and control

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

Software Services

IBM Software Services has the breadth, depth, and reach to manage your services needs. You can leverage the deep technical skills of our lab-based, software services team and the business consulting, project management, and infrastructure expertise of our IBM Global Services team. Also, we extend our IBM Software Services reach through IBM Business Partners to provide an extensive portfolio of capabilities. Together, we provide the global reach, intellectual capital, industry insight, and technology leadership to support a wide range of critical business needs.

To learn more about IBM Software Services or to contact a Software Services sales specialist, visit

http://www.ibm.com/software/sw-services/

IBM Tivoli Enhanced Value-Based Pricing

IBM Tivoli software products are priced using IBM Tivoli's Enhanced Value-Based Pricing. The Enhanced Value-Based Pricing system is based upon the IBM Tivoli Environment-Managed Licensing Model, which uses a managed-environment approach -- whereby price is determined by what is managed rather than the number and type of product components installed.

For example, all servers monitored with IBM Tivoli's monitoring product (IBM Tivoli Monitoring) require entitlements sufficient for those servers. Other Tivoli products may manage clients, client devices, agents, network nodes, users, or other items, and are licensed and priced accordingly.

Unlike typical systems management licensing models that require entitlements of specific software components to specific systems, the IBM Tivoli Environment-Managed Licensing Model provides the customer flexibility to deploy its IBM Tivoli software products within its environment in a manner that can address and respond to the customer's evolving architecture. That is, as the architecture of a customer's environment changes, the customer's implementation of IBM Tivoli software can be altered, as needed, without affecting the customer's license requirements (as long as the customer does not exceed its entitlements to the software).

Under Enhanced Value-Based Pricing, licensing and pricing of server-oriented applications are determined based upon the server's use in the customer's environment. Typically, such applications are licensed and priced in a manner that corresponds to each installed and activated processor of the server managed by the IBM Tivoli application to help correlate price to value while offering a simple solution.

For servers with logical (sometimes called virtual) partitions, entitlements are required for all installed and activated processors on the server. For each IBM Tivoli application managing a clustered environment, licensing is based on the cumulative number of installed and activated processors on each server in the cluster.

Enhanced Value-Based Pricing recognizes the convergence of RISC and UNIX®, and Microsoft® Windows and Intel® technologies, in order to simplify your licensing requirements, and to provide a smoother, more scalable model. Pricing and licensing does not differentiate between non-System z server platforms or operating systems. For some products, this platform neutrality extends to System z and other host servers as well.

IBM Tivoli Enhanced Value-Based Pricing terminology definitions

Authorized user

An authorized user is one and only one individual (named or unnamed) within or outside your enterprise. A Proof of Entitlement (PoE) must be obtained for each individual user accessing the program in any manner. A program licensed under an authorized user PoE may be installed on a single computer or server, and accessed by multiple users, provided that a PoE has been obtained for each individual user accessing the program either directly or indirectly (via a multiplexing program, device, or application server) through any means on behalf of the user.

Note that authorized users have unique specific identity and IDs cannot be shared. An ID can establish one or more connections and count as a single authorized user.

Concurrent user

A concurrent user is one and only one individual within or outside the customer's enterprise. The number of Proofs of Entitlement (PoEs) required is for the highest number of users simultaneously accessing the program or any program components either directly or indirectly (via a multiplexing program, device, or application server) through any means on behalf of the user).

Enterprise

An enterprise is a person or single entity and those subsidiaries with more than 50 percent ownership.

Install

An install is a copy or instance of the program in the enterprise.

http://www.ibm.com/software/passportadvantage

Product and licensing Web sites

A complete list of IBM Tivoli products is available at

http://www.ibm.com/software/tivoli

IBM Tivoli product licensing documents are available at

http://www.ibm.com/software/tivoli/products/licensing.html

Passport Advantage

Through the Passport Advantage Agreement, you may receive discounted pricing based on their total volume of eligible products, across all IBM brands, acquired worldwide. The volume is measured by determining the total Passport Advantage points value of the applicable acquisitions. Passport Advantage points are only used for calculating the Entitled Passport Advantage discount.

To determine the required IBM Tivoli product configuration under Passport Advantage, the IBM Tivoli Enhanced Value-Based Pricing Model applies. The customer's environment is evaluated on a per-product basis.

Use the following two-step process to determine the total Passport Advantage points value:

  1. Analyze your environment to determine the number of charge units for a product. The quantity of each product's part numbers to be ordered is determine by that analysis.
  2. Order the Passport Advantage part numbers. A Passport Advantage point value, which is the same worldwide for a specific part number regardless of where the order is placed, is assigned to each IBM Tivoli product part number. The Passport Advantage point value for the applicable part number, multiplied by the quantity for that part number, will determine the Passport Advantage points for that IBM Tivoli product part number. The sum of these Passport Advantage points determines the Passport Advantage point value of the applicable IBM Tivoli product authorizations which then may be aggregated with the point value of other applicable Passport Advantage product acquisitions to determine the total Passport Advantage points value.

The discounted pricing available through Passport Advantage is expressed in the form of Suggested Volume Prices (SVPs), which vary depending on the SVP level. Each SVP level is assigned a minimum total Passport Advantage point value, which must be achieved, in order to qualify for that SVP level.

Media packs and documentation packs do not carry Passport Advantage points and are not eligible for SVP discounting.

For additional information on Passport Advantage, refer to the following

http://www.ibm.com/software/passportadvantage

The following Passport Advantage part number categories may be orderable:

  • License and Software Maintenance 12 Months - This is the product authorization with maintenance to the first anniversary date.
  • Annual Software Maintenance Renewal - This is the maintenance renewal for one anniversary that applies when a customer renews their existing coverage period prior to the anniversary date at which it expires.
  • Software Maintenance Reinstatement 12 months - This is for customers who have allowed their Software Maintenance to expire, and later wish to reinstate their Software Maintenance.
  • Media packs - These are the physical media, such as CD-ROMs, that deliver the product's code.
  • Documentation packs - These contain printed documentation such as the User's Guide and Release Notes.

Pricing examples

The following Tivoli Service Request Manager examples are provided to illustrate your licensing requirements.

References to non-processor-based metrics such as users represent the actual number of entitlements required, unless other designated measurements are referenced or unless otherwise specified.

Note: Pricing examples for Change and Configuration Management Database and Release Process Manager can be found in the following announcement:

  • IBM Tivoli Change and Configuration Management Database and IBM Tivoli Release Process Manager, Software Announcement 207-323, dated December 04, 2007

Tivoli Service Request Manager pricing is based on the number of people responsible for incident and problem management processes, as well as the number of people who handle content and delivery management of defined IT services via a catalog.

License entitlement is priced per authorized user, concurrent user, or a combination of both. An authorized user may log on to Tivoli Service Request Manager at any point in time without restriction. The maximum number of concurrent users who may log on simultaneously must be less than or equal to the number of entitled concurrent user licenses. There is no charge for end users (sometimes referred to as self-service requestors).

Pricing example 1

A customer wishes to purchase Tivoli Service Request Manager V7.1 to help manage an environment of 5,000 employees with 130 service-desk personnel. Of the 130 service-desk personnel, 10 are service desk supervisors who must be able to log on at any point without restriction. The remaining 120 service-desk personnel are service-desk representatives who are scheduled to work during each of three shifts as follows:

First shift:  40 representatives
Second shift: 40 representatives 
Third shift:  40 representatives

40 is the maximum number of concurrent users who will need to be logged on during a single shift.

In this example, the customer must purchase 10 authorized user licenses and 40 concurrent user licenses of Tivoli Service Request Manager. No licenses are required for the 5,000 employees (the end-users of the service desk).

Note that the number of service desk personnel and number of employees in this example is not intended to imply a standard ratio. The ratio (as well as authorized user and concurrent user license entitlements) can vary by enterprise.

Pricing example 2

A large customer wishes to purchase Tivoli Service Request Manager V7.1 to improve the overall efficiency of their global help desk. The customer's IT organization includes two major help desk locations ("Location A" and "Location B") in two different time zones. Each location will require a separate instance of Tivoli Service Request Manager (and thus separate user licenses per install location). The number of service desk personnel at both locations totals 500.

"Location A" employs 250 service desk personnel. 25 of these 250 are supervisors who guide teams of service desk representatives or manage service catalog content and delivery. These supervisors must be able to log in to Tivoli Service Request Manager at any time without restriction. The remaining 225 service desk representatives work across multiple shifts, with a maximum of 75 logging on at once.

"Location B" is staffed in the same manner as "Location A". In this example, the customer must purchase 50 authorized user licenses (25 for "Location A", 25 for "Location B") and 150 concurrent user licenses (75 for "Location A", 75 for "Location B") of Tivoli Service Request Manager.


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

IBM Tivoli Service Request Manager
Product group: Tivoli IT Service Management
Product Identifier Description: 5724-S85
Product category: Tivoli Service Request Manager
 
IBM Tivoli Change and Configuration Management Database
Product group: Tivoli IT Service Management
Product identifier description: 5724-M19
Product category: Tivoli Change and Config Mgt Database
 
IBM Tivoli Release Process Manager
Product group: Tivoli IT Service Management
Product identifier description: 5724-M18
Product category: Tivoli Change and Config Mgt Database

New licensees

Orders for new licenses will be accepted now.

Shipment will begin on the planned availability date.

Basic license

Full ordering information can be found in the following announcements:

  • Software Announcement 208-106, dated May 13, 2008, IBM Service Request Manager
  • Software Announcement 207-323, dated December 04, 2007, IBM Tivoli Change and Configuration Management Database and IBM Tivoli Release Process Manager
  • Software Announcement 208-127, dated May 20, 2008, IBM Tivoli Service Management Center for System z

Passport Advantage allows you to have a common anniversary date for Software Maintenance renewals, which can simplify management and budgeting for eligible new versions and releases (and related technical support) for your covered products. The anniversary date, established at the start of your Passport Advantage Agreement, will remain unchanged while your Passport Advantage Agreement remains in effect. New software purchases will initially include twelve full months of Software Maintenance. Software Maintenance in the second year (the first year of renewal) can be prorated to be coterminous with your common anniversary date. Thereafter, all Software Maintenance will renew at the common anniversary date for twelve full months of maintenance.

Refer to the IBM International Passport Advantage Agreement and to the IBM Software Support Handbook for specific terms relating to, and a more complete description of, technical support provided through Software Maintenance.

The quantity to be specified for the Passport Advantage part numbers in the following table is per required number of Value Units. To order for Passport Advantage, specify the desired part number and quantity.

The following part numbers are being added for Tivoli Service Request Manager

Description                                       Part number
 
IBM Tivoli Service Request Manager for Linux on   D042JLL
System z Authorized User Lic + SW S&S 12 Mo
 
IBM Tivoli Service Request Manager for Linux on   E04TNLL
System z Authorized User Annual SW S&S Rnwl
 
IBM Tivoli Service Request Manager for Linux on   D042KLL
System z Authorized User SW S&S Reinstate 12 Mo
 
IBM Tivoli Service Request Manager for Linux on   D042LLL
System z Concurrent User Lic + SW S&S 12 Mo
 
IBM Tivoli Service Request Manager for Linux on   E04TPLL
System z Concurrent User Annual SW S&S Rnwl
 
IBM Tivoli Service Request Manager for Linux on   D042MLL
System z Concurrent User SW S&S Reinstate 12 Mo

Part numbers for Change and Configuration Management Database and Release Process Manager can be found in the following announcements:

  • IBM Tivoli Change and Configuration Management Database and IBM Tivoli Release Process Manager, Software Announcement 207-323, dated December 04, 2007dated December 4, 2007
  • IBM Tivoli Service Management Center for System z, Software Announcement 208-127, dated May 20, 2008

 
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Terms and conditions
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The information provided in this announcement letter is for reference and convenience purposes only. The terms and conditions that govern any transaction with IBM are contained in the applicable contract documents such as the IBM International Program License Agreement, IBM International Passport Advantage Agreement, and the IBM Agreement for Acquisition of Software Maintenance.

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

Licensing

IBM International Program License Agreement including the License Information document and Proof of Entitlement (PoE) govern your use of the program. PoEs are required for all authorized use. Part number products only, offered outside of Passport Advantage, where applicable, are license only and do not include Software Maintenance.

These programs are licensed under the IBM Program License Agreement (IPLA) and the associated Agreement for Acquisition of Software Maintenance, which provide for support with ongoing access to releases and versions of the program. IBM includes one year of Software Subscription and Support (also referred to as Software Maintenance) with the initial license acquisition of each program acquired. The initial period of Software Subscription and Support (also referred to as Software Maintenance) can be extended by the purchase of a renewal option, if available. These programs have a one-time license charge for use of the program and an annual renewable charge for the enhanced support that includes telephone assistance (voice support for defects during normal business hours), as well as access to updates, releases, and versions of the program as long as support is in effect.

Limited warranty applies

Yes

Limited warranty

IBM warrants that when the program is used in the specified operating environment, it will conform to its specifications. The warranty applies only to the unmodified portion of the program. IBM does not warrant uninterrupted or error-free operation of the program or that IBM will correct all program defects. You are responsible for the results obtained from the use of the program.

IBM provides you with access to IBM databases containing information on known program defects, defect corrections, restrictions, and bypasses at no additional charge. For further information, consult the IBM Software Support Handbook found at

http://www.ibm.com/support/handbook

IBM will maintain this information for at least one year after the original licensee acquires the program (warranty period).

Money-back guarantee

If for any reason you are dissatisfied with the program and you are the original licensee, you may obtain a refund of the amount you paid for it, if within 30 days of your invoice date you return the program and its PoE to the party from whom you obtained it. If you downloaded the program, you may contact the party from whom you acquired it for instructions on how to obtain the refund.

For clarification, note that (1) for programs acquired under the IBM International Passport Advantage offering, this term applies only to your first acquisition of the program and (2) for programs acquired under any of IBM's On/Off Capacity on Demand (On/Off CoD) software offerings, this term does not apply since these offerings apply to programs already acquired and in use by you.

Authorization for use on home/portable computer

You may not copy and use this program on another computer without paying additional license fees.

Other terms
Volume orders (IVO)

No

IBM International Passport Advantage Agreement
Passport Advantage applies

Yes, and through the Passport Advantage Web site at

http://www.ibm.com/software/passportadvantage
Usage restriction

Yes

Software Subscription and Support (Software Maintenance) applies

Yes. Software Subscription and Support (also referred to as Software Maintenance) is included with licenses purchased through Passport Advantage and Passport Advantage Express. Product upgrades and Technical Support are provided by the Software Subscription and Support (Software Maintenance) offering as described in the Agreements. Product upgrades provide the latest versions and releases to entitled software and Technical Support provides voice and electronic access to IBM support organizations, worldwide.

IBM includes one year of Software Subscription and Support (Software Maintenance) with each program license acquired. The initial period of Software Subscription and Support (Software Maintenance) can be extended by the purchase of a renewal option, if available.

While your Software Subscription and Support (Software Maintenance) is in effect, IBM provides you assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. IBM provides assistance via telephone and, if available, electronic access, only to your information systems (IS) technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your end users.) IBM provides Severity 1 assistance 24 hours a day, 7 days a week. For additional details, consult your IBM Software Support Handbook at

http://www.ibm.com/support/handbook

Software Subscription and Support (Software Maintenance) does not include assistance for the design and development of applications, your use of programs in other than their specified operating environment, or failures caused by products for which IBM is not responsible under the applicable agreements.

For additional information about the International Passport Advantage Agreement and the IBM International Passport Advantage Express Agreement, visit the Passport Advantage Web site at

http://www.ibm.com/software/passportadvantage
IBM Operational Support Services - SoftwareXcel

No

System i Software Maintenance applies

No

Variable charges apply

No

Educational allowance available

Not applicable.


 
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Prices
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Passport Advantage

For Passport Advantage and charges, contact your IBM representative or your authorized IBM Business Partner. Additional information is also available at

http://www.ibm.com/software/passportadvantage

Business Partner information

If you are an IBM Business Partner -- Distributor for Workstation Software acquiring products from IBM, you may link to Passport Advantage Online for resellers where you can obtain Business Partner pricing information. An IBM ID and password are required.

https://www.ibm.com/software/howtobuy/passportadvantage/paoreseller
Trademarks

Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.

System z, IBM, Tivoli, Passport Advantage, WebSphere and Maximo are registered trademarks of IBM Corporation in the United States, other countries, or both.

ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.

Windows and Microsoft are registered trademarks of Microsoft Corporation in the United States, other countries, or both.

UNIX is a registered trademark of The Open Group in the United States and other countries.

Intel is a registered trademark of Intel Corporation or its subsidiaries in the United States and other countries.

Other company, product, and service names may be trademarks or service marks of others.

Terms of use

IBM products and services which are announced and available in your country can be ordered under the applicable standard agreements, terms, conditions, and prices in effect at the time. IBM reserves the right to modify or withdraw this announcement at any time without notice. This announcement is provided for your information only. Additional terms of use are located at:

http://www.ibm.com/legal/us/en/

For the most current information regarding IBM products, consult your IBM representative or reseller, or visit the IBM worldwide contacts page

http://www.ibm.com/planetwide/us/

 

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