IBM Tivoli Service Manager Quick Install V7.2.1 drives integrated service management in a prepackaged environment

IBM United States Software Announcement 211-296
August 2, 2011


Table of contents
Overview Overview Publications Publications
Key prerequisites Key prerequisites Technical information Technical information
Planned availability date Planned availability date Ordering information Ordering information
Description Description Terms and conditions Terms and conditions
Product positioning Product positioning Prices Prices
Program number Program number Order now Order now


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At a glance
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IBM® Tivoli® Service Manager Quick Install V7.2.1 is a complete integrated service management solution, bundled with required middleware elements into an installable virtual image, that:

  • Provides IBM Business Partners and customers with a comprehensive suite of integrated service management capabilities covering problem and incident management, change and release management, configuration management, IT asset management, and service catalog.
  • Helps accelerate time-to-value through a prebuilt virtual image, maintaining the control and flexibility benefits of an on premise solution.
  • Delivers enhanced user interaction with self-service, standardization, and simplified roles and workflows.
For ordering, contact Your IBM representative or an IBM Business Partner.
For more information contact the Americas Call Centers at
800-IBM-CALL (426-2255).
 
Reference: YE001


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Overview
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IBM Tivoli Service Manager Quick Install V7.2.1 is a complete integrated service management solution which compresses the installation and customization usually required to implement incident, problem, change, release, configuration, and asset management processes into a virtual image. You get a simple, already configured, easy-to-use virtual image for your use so you can get started in days instead of weeks or months.

Tivoli Service Manager Quick Install V7.2.1:

  • Delivers a simplified feature set and user experience
  • Enables users to report problems and request services
  • Enables IT staff to track and resolve end-user issues as well as manage change in their IT infrastructure
  • Provides Tivoli's Information Technology Infrastructure Library (ITIL®)-compliant processes of incident, problem, change, release, configuration and asset management
  • Provides ability to manage services that span outside the traditional IT environment
  • Provides a new delivery option in addition to the Software as a Service (SaaS) option provided through IBM Tivoli Live - service manager, and the standard custom install option provided via a combination of IBM Tivoli Change and Configuration Management Database, IBM Tivoli Service Request Manager®, and IBM Tivoli IT Asset Management products
  • Delivers an industry-leading product for IT asset and Configuration Item (CI) lifecycle management


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



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Planned availability date
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August 5, 2011: Electronic download
August 26, 2011: Physical


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Description
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IBM Tivoli Service Manager Quick Install V7.2.1 provides IBM Business Partners and customers with a comprehensive suite of integrated service management capabilities that are user based and delivered on a prebuilt image. With IBM Tivoli Service Manager Quick Install V7.2.1, you get:

  • Problem and incident management
  • Change and release management
  • Configuration management
  • IT asset management
  • Service catalog

The following software is also included with IBM Tivoli Service Manager Quick Install V7.2.1:

  • SUSE Linux® Enterprise Server 11.0 x86-64
  • IBM WebSphere® Application Server Network Deployment V6.1.0.29
  • HTTP 6.1.0.29
  • DB2® 9.7.0

Features and overall business value:

  • Easy-to-use delivery option that helps to improve time-to-value and lets you get started in days instead of weeks or months
  • Web-based applications provide self-service interfaces for end users, and a choice of easily integrated service management options for IT staff

Improved time-to-value and accelerated deployment:

  • Preconfigured, rapidly deployable instances allow you to get started fast
  • Simplified GUIs and interfaces to facilitate quick startup
  • Start small and grow over time

Reduced complexity and increased convenience:

  • Self-service, standardization, and simplified roles and workflows

On-boarding utilities:

  • Load assets, configuration items, user definitions, person groups, licenses from a spreadsheet (delimited text file)
  • Sample files and formats provided in welcome package
  • Import preview mode so you can validate data before loading

Accessibility by people with disabilities

A U.S. Section 508 Voluntary Product Accessibility Template (VPAT) containing details on accessibility compliance can be requested at

http://www.ibm.com/able/product_accessibility/index.html


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Product positioning
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IBM Tivoli Service Manager Quick Install V7.2.1 extends Tivoli's service management portfolio with a comprehensive suite of integrated service management capabilities, making it easy to address everything from incident, problem, change, configuration and asset management to service catalog. IBM Tivoli Service Manager Quick Install can help improve time-to-value by enabling you to get started in days, instead of weeks and months. This is made possible through the delivery of the service management suite in a Virtual Machine (VM) image.



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Program number
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Program    Program
number     name
 
5725-E31   IBM Tivoli Service Manager Quick Install V7.2.1


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Offering Information
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Product information is available via the Offering Information website

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

Also, visit the Passport Advantage® website

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


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Publications
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English and national language product manuals may be downloaded from the following website

http://www.ibm.com/developerworks/wikis/display/tivolidoccentral/Home

English product documentation is also included with the program software and may be printed.

English publications will be available on the product's general availability date. National language publications will be available within 30 days of general availability. Refer to the Product Configuration Matrix link below for additional information on translation of publications.

For a complete list of supported languages by product, refer to the Product Configuration Matrix at

http://www-01.ibm.com/support/docview.wss?rs=3214&context=SSLKT6&q1=7014419&uid=swg27014419&loc=en_US&cs=utf-8&lang=en


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Technical information
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Specified operating environment

Hardware requirements

Application Server:

  • 4 CPU (host: 8x2.327 GHz)
  • 4 GB RAM
  • 70 GB HDD
  • 1 Gbit network

DB2 Server:

  • 4 CPU (host: 8x2.327 GHz)
  • 4 GB RAM
  • 70 GB HDD
  • 1 Gbit network
Software requirements

IBM Tivoli Service Manager Quick Install V7.2.1 that requires the following software be installed:

  • VMware ESXi 4.1
  • VMware vSphere 4.1
  • VMware vCenter 4.1

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

Direct customer support is provided by IBM Operational Support Services - SoftwareXcel. This fee service enhances your productivity by providing voice and electronic access into the IBM support organization. IBM Operational Support Services - SoftwareXcel helps 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).

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

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

This program, when downloaded from a website, 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.



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Software Services
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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/


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Licensing metric definitions and pricing examples
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Licensing metric definitions

Authorized User

Authorized User is a unit of measure by which the program can be licensed. An Authorized User is a unique person who is given access to the program. The program may be installed on any number of computers or servers and each Authorized User may have simultaneous access to any number of instances of the program at one time. Licensee must obtain separate, dedicated entitlements for each Authorized User given access to the program in any manner directly or indirectly (for example: via a multiplexing program, device, or application server) through any means. An entitlement for an Authorized User is unique to that Authorized User and may not be shared, nor may it be reassigned other than for the permanent transfer of the Authorized User entitlement to another person.

Concurrent User

Concurrent User is a unit of measure by which the program can be licensed. A Concurrent User is a person who is accessing the program at any particular point in time. Regardless of whether the person is simultaneously accessing the program multiple times, the person counts only as a single Concurrent User. The program may be installed on any number of computers or servers, but licensee must obtain entitlements for the maximum number of Concurrent Users simultaneously accessing the program. Licensee must obtain an entitlement for each simultaneous Concurrent User accessing the program in any manner directly or indirectly (for example: via a multiplexing program, device, or application server) through any means.

Install

Install is a unit of measure by which the program can be licensed. An Install is an installed copy of the program on a physical or virtual disk made available to be executed on a computer. Licensee must obtain an entitlement for each Install of the program.

Tivoli Service Manager Quick Install V7.2.1

Tivoli Service Manager Quick Install is priced per install, per Authorized User, and per Concurrent User.

License entitlement is priced per install plus per Authorized User, Concurrent User, or a combination of both types of users. Each installation requires a per install license. An Authorized User may log on 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 Manager Quick Install V7.2.1 to help manage an environment of 5,000 employees with 130 service desk, change management, and asset management personnel. Of the 130 personnel, 10 are supervisors who must be able to log on at any point without restriction. The remaining 120 personnel are 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 1 install license, 10 authorized user licenses, and 40 concurrent user licenses of Tivoli Service Manager Quick Install. No licenses are required for the 5,000 employees (the end users of the services). Note that the number of 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 IBM Tivoli Service Manager Quick Install V7.2.1 to improve the overall efficiency of their operations. The customer's IT organization includes two major locations ("Location A" and "Location B") in two different time zones. The number of personnel at both locations combined totals 500.

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

Location B is staffed in the same manner as Location A.

In this example, the customer must purchase entitlements for 1 install, 50 Authorized Users, and 150 Concurrent Users.

50 = 25 Authorized Users for "Location A" + 25 Authorized Users for "Location B"
150 = 75 Concurrent Users for "Location A" + 75 Concurrent Users 75 for "Location B"

Product and licensing websites

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


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

Passport Advantage customer: Media pack entitlement details

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

Media packs
description                                          Part number
 
IBM Tivoli Service Manager Quick Install for SUSE    BJ0Z5ML
Linux V7.2.1 Multilingual Media Pack

Current licensees

New licensees

Orders for new licenses will be accepted now.

Shipment will begin on the planned availability date.

Basic license

Ordering information for Passport Advantage

Passport Advantage allows you to have a common anniversary date for Software Subscription and Support 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 Subscription and Support. In the second year (the first year of renewal) Software Subscription and Support will be prorated to be coterminous with your common anniversary date. Thereafter, all Software Subscription and Support will renew at the common anniversary date for twelve full months of Software Subscription and Support.

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 Subscription and Support.

The quantity to be specified for the Passport Advantage previously announced part numbers.

Product name: IBM Tivoli Service Manager Quick Install V7.2.1
 
Product number: 5725-E31
 
Part    Part
number  description
 
D0L3YLL IBM Tivoli Service Manager Quick Install
        per Install Lic + SW S&S 12 Mo
 
E0CQ7LL IBM Tivoli Service Manager Quick Install
        per Install Annual SW S&S Rnwl
 
D0L3ZLL IBM Tivoli Service Manager Quick Install
        per Install SW S&S Reinstate 12 Mo
 
D0L40LL IBM Tivoli Service Manager Quick Install
        per Authorized User Lic + SW S&S 12 Mo
 
E0CQ8LL IBM Tivoli Service Manager Quick Install
        per Authorized User Annual SW S&S Rnwl
 
D0L41LL IBM Tivoli Service Manager Quick Install
        per Authorized User SW S&S Reinstate 12 Mo
 
D0L43LL IBM Tivoli Service Manager Quick Install
        per Concurrent User Lic + SW S&S 12 Mo
 
E0CQ9LL IBM Tivoli Service Manager Quick Install
        per Concurrent User Annual SW S&S Rnwl
 
D0L44LL IBM Tivoli Service Manager Quick Install
        per Concurrent User SW S&S Reinstate 12 Mo
 
D0L4ALL IBM Tivoli Service Manager Quick Install
        FTL per Install Initl FT Lic + S&S 12 Mo
 
E0CQDLL IBM Tivoli Service Manager Quick Install
        FTL per Install SubSq FT Lic + S&S 12 Mo
 
D0L4FLL IBM Tivoli Service Manager Quick Install
        FTL per Authorized User Initl FT Lic+S&S 12 Mo
 
E0CQGLL IBM Tivoli Service Manager Quick Install
        FTL per Authorized User SubSq FT Lic + S&S 12 Mo
 
D0L4GLL IBM Tivoli Service Manager Quick Install
        FTL per Concurrent User Initl FT Lic+S&S 12 Mo
 
E0CQHLL IBM Tivoli Service Manager Quick Install
        FTL per Concurrent User SubSq FT Lic+S&S 12 Mo

To order for Passport Advantage, specify the desired product, media pack part number, and quantity desired.

Media packs
description                                          Part number
 
IBM Tivoli Service Manager Quick Install for SUSE    BJ0Z5ML
Linux V7.2.1 Multilingual Media Pack

IBM Tivoli Service Manager Quick Install V7.2.1 is also available, via web download, from Passport Advantage.



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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.

License Information form number

L-RMAY-8HLSY8.

The program's License Information will be available for review on the IBM Software License Agreement website

http://www.ibm.com/software/sla/sladb.nsf
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).

Program technical support

Technical support of a program product version or release will be available for a minimum of five years from the general availability date, as long as your Software Subscription and Support (also referred to as Software Maintenance) is in effect. This technical support allows you to obtain assistance (via telephone or electronic means) from IBM for product-specific, task-oriented questions regarding the installation and operation of the program product. Software Subscription and Support (Software Maintenance) also provides you with access to updates (modifications or fixes), releases, and versions of the program. You will be notified, via announcement letter, of discontinuance of support with 12 months' notice. If you require additional technical support from IBM, including an extension of support beyond the discontinuance date, contact your IBM representative or IBM Business Partner. This extension may be available for a fee.

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.

Other terms
Volume orders (IVO)

No

IBM International Passport Advantage Agreement
Passport Advantage applies

Yes, and through the Passport Advantage website at

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

Yes. For additional information, refer to the License Information document that is available on the IBM Software License Agreement website

http://www.ibm.com/software/sla/sladb.nsf
Software Subscription and Support 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 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 with each program license acquired. The initial period of Software Subscription and Support can be extended by the purchase of a renewal option, if available.

While your Software Subscription and Support 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 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 website at

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

Yes

System i Software Maintenance applies

No

Variable charges apply

No

Educational allowance available

Not applicable.



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IBM Electronic Services
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IBM has transformed its delivery of hardware and software support services to help you achieve higher system availability. Electronic Services is a web-enabled solution that offers an exclusive, no-additional-charge enhancement to the service and support available for IBM servers. These services are designed to provide the opportunity for greater system availability with faster problem resolution and preemptive monitoring. Electronic Services comprises two separate, but complementary, elements: Electronic Services news page and Electronic Services Agent.

The Electronic Services news page is a single Internet entry point that replaces the multiple entry points traditionally used to access IBM Internet services and support. The news page enables you to gain easier access to IBM resources for assistance in resolving technical problems.

The Electronic Service Agent™ is no-additional-charge software that resides on your server. It monitors events and transmits system inventory information to IBM on a periodic, client-defined timetable. The Electronic Service Agent automatically reports hardware problems to IBM. Early knowledge about potential problems enables IBM to deliver proactive service that may result in higher system availability and performance. In addition, information collected through the Service Agent is made available to IBM service support representatives when they help answer your questions or diagnose problems. Installation and use of IBM Electronic Service Agent for problem reporting enables IBM to provide better support and service for your IBM server.

To learn how Electronic Services can work for you, visit

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


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Prices
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Information on charges is available at website

http://www.ibm.com/support

In the Electronic tools category, select the option for Purchase/upgrade tools.

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

Authorization to resell IBM software products is achieved at the Reseller Authorization Group level. You must be authorized in the Tivoli Asset Management Group to sell this product. To register an opportunity for this product in the Global Partner Portal, you may use Product Family - Software: Tivoli Asset Management. For information on how to become an Authorized Business Partner in IBM Software Value Plus, go to the following website

https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/svp

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


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Order now
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To order, contact your local IBM representative or your IBM Business Partner.

To identify your local IBM Business Partner or IBM representative, call 800-IBM-4YOU (426-4968). For more information, contact the Americas Call Centers.

Phone:     800-IBM-CALL (426-2255)
Fax:       800-2IBM-FAX (242-6329)

For IBM representative: callserv@ca.ibm.com


For IBM Business Partner: pwswna@us.ibm.com
 
Mail:      IBM Teleweb Customer Support
           ibm.com® Sales Execution Center, Americas North
           3500 Steeles Ave. East, Tower 3/4
           Markham, Ontario
           Canada  L3R 2Z1
 
Reference: YE001

The Americas Call Centers, our national direct marketing organization, can add your name to the mailing list for catalogs of IBM products.

Note: Shipments will begin after the planned availability date.

Trademarks

Electronic Service Agent is a trademark of IBM Corporation in the United States, other countries, or both.

IBM, Tivoli, Service Request Manager, WebSphere, DB2, Passport Advantage, Express and ibm.com 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.

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

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/

Terms of use