Tivoli Decision Support Provides Comprehensive Data for Better IT Decision Making

Software Announcement
October 27, 1998
Announcement Letter Number: 298-408


Table of Contents:



At a Glance

Tivoli Decision Support offers access to analysis tools necessary to evaluate trends and make informed, pro-active IT business decisions. Tivoli Decision Support allows you to:

  • Evaluate how well you are operating and the value of your ESM tools

  • Transform data into knowledge

  • Run parameterized reports and your custom reports

  • Regularly schedule report publishing

  • Use navigation tool for data from Tivoli applications

  • Use out-of-box Tivoli Service Desk Decision Support Guides and reports
EXTRA! EXTRA! . . .

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Overview

If you are responsibile for, or involved in making IT business decisions, wouldn't you like fast, accurate answers to questions like these?

  • Am I meeting my service levels?

  • How are my resources used?

  • What resources are causing the most problems?

  • Am I getting my money's worth from my enterprise management products?

  • What is the business cost and value of my IT decisions?

  • Am I working on the right things (that is, being effective versus being efficient)?
Tivoli Decision Support, along with the Tivoli Service Desk Decision Support Guides, provide a ready-to-use view into the wealth of your enterprise data. By combining IT data, IT best practices, and a data visualization and analysis interface, Tivoli Decision Support gives you the insight and ability to better answer IT business decision questions quickly, and on-the-mark.

Tivoli Decision Support (5697-TDS) is the replacement product for Tivoli Reporter (5697-RPT) which was previously withdrawn from marketing. Refer to the Ordering Information section for more details.



Intended Customers

Tivoli Decision Support is designed for those customers that:

  • Recognize the strategic value of leveraging the vast amounts of untapped IT data they have collected

  • Want the ability to transform that data into useable decision making criteria



Key Prerequisites

  • Windows (TM) 95
  • Windows NT (R) 4.0



Planned Availability Dates

  • Tivoli Decision Support -- October 30, 1998

  • Tivoli Service Desk Decision Support Guides -- October 30, 1998

  • Tivoli Information Management Decision Support Guide -- December 25, 1998 (Beta only)

------------------------------

This announcement is provided for your information only. For additional information, contact your IBM representative, call 800-IBM-4YOU, or visit the IBM home page at: http://www.ibm.com



DESCRIPTION



Tivoli Decision Support

Tivoli Decision Support offers access to the business intelligence and analysis tools necessary to help management accurately evaluate trends and make informed, pro-active decisions. Tivoli Decision Support provides you the following functionality:

  • Assisted Discovery Process

    This process makes it easier to translate static data into dynamic, useful information and helps you see relationships among disparate pieces of data. Tivoli Decision Support facilitates the discovery process through its interface. It allows you to concentrate on answering your questions, instead of worrying about how to access the data, while using their query, data access, or decision support tools.

  • Multi-Dimensional Analysis

    Tivoli Decision Support transforms and represents data multi-dimensionally. You can view key business indicators from several angles easily and interactively. No complex queries to program; no need to create a new report. Tivoli Decision Support provides the capability to slice and dice, drill down and filter data dynamically giving the user the ability to "explore" the data.

  • Information Broadcast

    This facility allows deployments of pertinent information to people throughout the business organization. In many cases the IT data collected can be utilized by more than the IT department. Tivoli Decision Support allows the IT staff to identify key data and publish that data on a scheduled basis. This data can be viewed via a Web site or through Pointcast's Corporate Channel. For example, critical Tivoli Enterprise Console events about downed applications can be published on an internal Web site. Users can check this Web site prior to calling their internal help desk to report a problem accessing the application.



Tivoli Service Desk Decision Support Guides

The Tivoli Service Desk Decision Support Guides provide immediate access to key IT enterprise information. These pre-defined "solutions" provide direct answers to the most pertinent business questions through a simple question and topic paradigm and single views into the data. These "solutions" are created through knowledge of the data captured by Tivoli applications, knowledge of IT best practices and knowledge of IT customer needs. As described below, the Tivoli Service Desk Decision Support Guides provide out-of-the-box data views and reports for immediate value.

  • Call Center Management Decision Support Guide

    By limiting your focus to this area and viewing just the relevant data, a Call Center Management analysis will help you determine how effective, efficient, and profitable your support center is. This Tivoli Service Desk Decision Support Guide presents the most typical data a support center collects, including:

    • Number of interactions

    • First-call resolution rate

    • Elapsed time of interaction

    • Time to resolution
    With these key business indicators, you can then examine various interaction trends or the different types of interactions your center is handling.

  • Relationship Management Decision Support Guide

    This Guide highlights the relationship between the organization and its customers by focusing on how well requests are being resolved and the overall "health" of the relationship. By viewing data from the perspective of the request life cycle, you can identify obstacles or deviations from the most efficient service process. Working with key business indicators such as Service Level Agreement (SLA) compliance and the number of call transfers, you are better able to understand how your customer perceives your service.

  • Knowledge Assessment Decision Support Guide

    With the Knowledge Assessment Decision Support Guide, you can begin to understand what solutions and diagnostic aids are working best to help you manage your investment in knowledge. By looking at the Knowledge Engineering category, you can get a better idea of how well you are using diagnostics and what knowledge is most effective. Indicators to explore include: the number of requests resolved with diagnostics and the number of solutions.

  • Service Level Management Decision Support Guide

    By treating your support commitments as a focal point for further exploration, the Guide for Service Level Management helps you ascertain how well you are operating within budgeted guidelines and performing against the SLAs you have established. For example, the Support Commitments category compares your customers' expectations with how well your organization is meeting them.

  • Asset Management Decision Support Guide

    With the Asset Management Decision Support Guide, you can get a better understanding of the assets your organization has deployed and their associated cost structures. This Guide presents the most typical data an asset manager needs, but historically did not have easy access to. These include: purchasing trends, yearly trend for asset acquisition, percent of assets under lease or contract, asset base cost, as well as what network hubs have the most connections.

  • Change Management Decision Support Guide

    If there is one thing that is constant, it is change. And in the dynamic work environment, the Change Management Decision Support Guide can help you get a handle on corporate changes and give you the data you need to make solid management decisions. Focusing on how changes affect your bottom line, this Guide includes:

    • Labor cost groupings

    • What changes are completed, overdue, and upcoming

    • Estimated labor costs

    • Percent of changes over cost estimate

    • Request submission trend

    • Task distribution
  • Telephony Performance Decision Support Guide

    This Guide focuses on the data that is captured by your phone switch and integrates it with data from the call center. Your telephone switch is often the first impression many callers have of your support center. Integrating these two data sources can help provide you with the complete picture you need to improve the telephone interactions with your callers, ultimately leading to improved customer satisfaction. Utilizing out-of-the-box integration with Apropos Technology's Call Link, this Guide presents the most typical telephony/call data a support center analyzes. These include: average hold time, abandonment rate, hold times by group, total call duration, average number of rings, and average response time.

  • Information Management Decision Support Guide

    The Information Management Decision Support Guide will be made available December 25, 1998, through beta test only. Contact your IBM representative for information on how to participate. General availability will be announced at a later date. It will enable you to analyze the problem and change management information stored in your Tivoli Service Desk for OS/390 (R) (5648-142) (formerly TME 10 (TM) Information/Management) host databases. This Guide is organized into two categories -- problem management and change management -- to present the most typically sought-after information related to your service desk activities.

    The Problem Management category enables you to determine how well you are managing your support center and includes data such as:

    • Number of problems
    • Time spent on problem
    • Elapsed business time
    • Problem duration
    The Change Management category enables you to determine how well you are controlling and managing the change process and includes:
    • What changes are completed, overdue and upcoming
    • Estimated and actual effort
    • Activity distribution
    By accessing this host-based information from a Decision Support workstation, you can quickly drill down to the problems and changes affecting your enterprise.



Year 2000

These products are Year 2000 ready. When used in accordance with its associated documentation, it is capable of correctly processing, providing, and/or receiving date data within and between the twentieth and twenty-first centuries, provided all other products (for example, software, hardware, and firmware) used with the product properly exchange accurate date data with it.



PRODUCT POSITIONING

Tivoli Decision Support is positioned as the IT business decision support solution for users of Tivoli Enterprise applications; for example Tivoli Enterprise Console, Tivoli Inventory and Tivoli Service Desk. It combines use of the valuable IT data collection with these Tivoli applications along with IT best practices to enable you to evaluate the business value of IT decisions.



REFERENCE INFORMATION

Refer to Software Announcement 298-329 dated September 15, 1998.

Trademarks

      OS/390 is a registered trademark of International Business
      Machines Corporation in the United States or other countries or
      both.
      Windows is a trademark of Microsoft Corporation.
      Windows NT is a registered trademark of Microsoft Corporation.
      TME 10 is a trademark of 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.



SUPPLEMENTAL INFORMATION



EDUCATION SUPPORT

For detailed information about the Tivoli Decision Support educational offerings, visit the home page on the Internet at:



TECHNICAL INFORMATION



Specified Operating Environment

Hardware Requirements: The Tivoli Decision Support hardware requirements may fall in one of the categories below, based on the type of installation and environment in your organization.

  • Client Workstation
  • File Server Guidelines
Client Workstation

The following guidelines can be used for low-end and high-end workstations in your organization.

                           Low-End                  High-End
Operating System           Workstation              Workstation

Windows (TM) 95, Intel Pentium (TM) Intel Pentium II 200 400 Windows NT (R) 4.0 48 MB RAM 128 MB RAM SVGA monitor SVGA monitor 800x600 800x600

File Server

Use of a file server in the Tivoli Decision Support architecture depends on how the client is configured. For example, if the Tivoli Decision Support client software resides on the file server as a shared resource, and each client loads the application from the file server, then a highly fault tolerant configuration is recommended. However, if the Tivoli Decision Support client software resides on each client workstation, then configuration of the file server is not needed. The network connection between the file server and the client software must support long file names.

Software Requirements

Prerequisites

  • The following Tivoli Service Desk Decision Support Guides require Tivoli Service Desk (5697-TSD) or Tivoli Problem Management (5697-TPM) and Tivoli Decision Support (5697-TDS)
    • Call Center Management
    • Knowledge Assessment
    • Relationship Management
    • Service Level Management
    • Telephony Performance
      • This Guide requires a database integration with Apropos Technology's Call Link
  • The following Tivoli Service Desk Decision Support Guide requires Tivoli Service Desk (5697-TSD) or Tivoli Asset Management (5697-TAM) and Tivoli Decision Support (5697-TDS)
    • Asset Management
  • The following Tivoli Service Desk Decision Support Guide requires Tivoli Service Desk (5697-TSD) or Tivoli Change Management (5697-TCM) and Tivoli Decision Support (5697-TDS)
    • Change Management
  • The following Tivoli Service Desk Decision Support Guide requires Tivoli Service Desk for OS/390 (R) (5648-142) (formerly TME 10 (TM) Information/ Management). The following components shipped on the CD must also be installed: HLAPI for Windows NT, ODBC Driver and Data View/Attribute records.
    • Information Management Decision Support Guide



Additional Requirements

Tivoli Decision Support runs in the following environments:

  • Operating Systems
  • Database Management System (DBMS)
  • Database Client Drivers
Operating Systems

The Tivoli Decision Support product supports the following Operating Systems:

Windows 95                Windows 95 running as a native
                           32-bit Windows application

Windows NT Windows NT 4.0

Windows NT 3.5.1 or later for Tivoli Information Management Decision Support Guide

Database Management System (DBMS)

Following are the supported DBMS versions your organization can use with Tivoli Decision Support:

Database                  Version

DB2 (R) 2.11 or higher

Informix Online Dynamic Server Version 7.1 or higher

SQL Server 6.5 (with Service Pak 3 installed)

Oracle 7.2.x/7.3.x or higher

Sybase System 10 10.0.3 or higher

Database Client Drivers

The Tivoli Decision Support products require 32-bit database client drivers for all platforms. The following are the additional standards for database client driver versions. Major releases that are not listed have not been tested.

Database                  Windows

DB2/2 2.11 or higher

Informix 7.2

SQL Server DB-Library 6.5

Oracle Required Support files 7.2.x/7.3.x

Sybase Open Client/C DB Library 10.0.3

If you are using Tivoli Decision Support, you must have a 32-bit ODBC driver from the respective database vendor.



Planning Information



Security, Auditability, and Control

Tivoli Decision Support uses the security and auditability features of the operating systems on which it operates. 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



New Licensees

Orders for new licenses will be accepted now.

Shipment will begin on the planned availability date.

New users of Tivoli Decision Support should specify:

         Type              Model

5697 TDS Tivoli Decision Support 5697 SDG Tivoli Service Desk Decision Support Guides

Basic License: To order a basic license, specify the program number, feature number 9001 for asset registration, and the feature number of the desired distribution medium. Also, specify the Tivoli Flex charge feature number from the tables below in the quantity desired (maximum quantity of 250 per feature number, per order).

Tivoli Decision Support (5697-TDS) is the replacement product for Tivoli Reporter (5697-RPT) which was previously withdrawn from marketing. Tivoli Reporter customers as of July 23, 1998, who are within the first 12 months of ownership, or have a current support agreement, are eligible to receive an upgrade to Tivoli Decision Support. These customers are entitled to receive one no-charge copy of Tivoli Decision Support server and up to ten no-charge copies of Tivoli Decision Support client. The customer should order feature number 2097 of PID 5697-TDS for server upgrades, and feature number 4997 of PID 5697-TDS for client upgrades. All upgrades must be completed by April 15, 1999.

Example 1: A customer installed Tivoli Reporter in January 1998, on 1 server and 15 clients. This customer would be eligible to order upgrades to Tivoli Decision Support for 1 server and 10 clients.

Example 2: A customer installed Tivoli Reporter in January 1998, on 1 server and 2 clients. This customer would be eligible to order upgrades to Tivoli Decision Support for 1 server and 2 clients. Tivoli/Flex Pricing

                                                    Per       Per
                                          Per       Client    Client
                                          Server    Qty/1     Qty/250
                              Program     Feature   Feature   Feature
Description                   Number      Number    Number    Number

Tivoli Decision Support 5697-TDS 0001 0002 0252 (Formerly Expert Discovery)

Upgrade: From: 5697-RPT To: 5697-TDS 2097 4997

Tivoli Service Desk 5697-SDG Decision Support Guides Call Center 0021 Management(1) Knowledge Assessment(1) 0022 Relationship 0023 Management(1) Service Level 0024 Management(1) Telephony Performance(1) 0025 Asset Management(2) 0026 Change Management(3) 0027

(1)   Prerequisites Tivoli Service Desk or Tivoli Problem Management
      and Tivoli Decision Support
(2)   Prerequisites Tivoli Service Desk or Tivoli Asset Management
      and Tivoli Decision Support
(3)   Prerequisites Tivoli Service Desk or Tivoli Change Management
      and Tivoli Decision Support

Ordering information for Tivoli Information Management Decision Support Guide will be announced at a later date.



Tivoli Systems Support

Support must be ordered through program number 5697-SPT. During the first year of a license, even though support is included in the base program fee, a no-charge order must be placed under 5697-SPT by specifying feature number 9001 for asset registration and the "First-Year Standard Support, No Charge" feature number. Orders under 5697-SPT establish entitlement records worldwide. If an order under 5697-SPT is not placed, a customer will not be entitled to support even in the first year of a license.

Customers are notified at the end of the initial support period. The first year feature numbers will then be converted to feature numbers for annual Support billing at the same level of support elected during the initial support period, unless the customer notifies Tivoli that they wish to discontinue Support. Once the subsequent-year feature numbers are in place, the charges are automatically renewed annually, unless Support is cancelled by the customer.

Select from the feature numbers from the table below.

Tivoli Systems' pricing offers a flexible support structure. The following support options are available:

  • Standard -- provides customer support during normal business hours

  • Extended -- provides customer support 24 hours per day, 7 days per week
If an upgrade to Extended Support is desired at initial order of a license and during the first 12 months of a license, or if support is desired after the first 12 months of a license, specify the applicable feature numbers from the table below.

Standard Annual Support Option

The following support will be provided for a period of 12 months after the first installation of Tivoli Service Desk; and thereafter, if the customer subscribes to the Standard Annual Support Option:

  • Corrections (PTFs) that fix substantial deviations of unmodified products from the then-current code, publications, and/or informal documentation (that is, release notes and memos)

  • Software product updates that are improvements, extensions, and other changes which IBM, at its discretion, deems to be reasonable

  • Technical support that provides support via telephone, fax, and e-mail during normal IBM business hours in the customer's locality from Monday through Friday, except local holidays, and supplies work-arounds for problems (where known), answers questions, and provides patches where they exist, and supplies to the customer a reasonable amount of assistance by mail or telephone in the event of difficulties in the use of, or the interpretation of, results from a Tivoli Service Desk product.
Prior to the expiration of the first 12 months of a license, customers should be notified by IBM that the initial support period will end. The first-year feature numbers are converted to feature numbers from the table below, unless the customer notifies Tivoli Systems that they wish to discontinue Support. Once the subsequent-year feature numbers are in place, the charges are automatically renewed annually, unless cancelled by the customer.

Extended Annual Support Option

The Extended Annual Support Option includes and extends the support services provided in the Standard Annual Support Option to include technical support via telephone 7 days per week, 24 hours per day. When a customer is notified about the upcoming termination of the initial no-charge support period, the customer must notify Tivoli Systems if they wish to discontinue Support. The first-year feature numbers are converted to feature numbers from the table below. Once the subsequent-year feature numbers are in place, the charges are automatically renewed annually, unless cancelled by the customer.

Extended Support Upgrade

During the first year of a license, the customer can upgrade to the Extended Support Option by ordering the applicable one-time charge (OTC) feature numbers from the table below. The OTC feature numbers may be specified on the initial order or later another order during the first year only. Ordering the OTC feature numbers will not result in an extension of the initial annual support period.

In subsequent years, if a customer has acquired the Standard Annual Support Option and then wants to upgrade to the Extended Annual Support Option, an order must be entered to discontinue the Standard Annual Support Option feature numbers and to add the Extended Annual Support Option feature numbers. This will start a new annual support period under the Extended Annual Support Option. 5697-SPT -- Support Feature Numbers

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

                                                             Extended
                                  1st Year Standard Extended Support
                                  Support  Support  Support  Upgrade
                       Support    No       Annual   Annual   One-Time
Support for            for        Charge   Charge   Charge   Charge
Program                Program    Feature  Feature  Feature  Feature
Name                   Number     Number   Number   Number   Number

Tivoli Decision 5697-TDS Support Server 0112 1112 2112 3112 Client (Qty of 1) 0612 1612 2612 3612 Client (Qty of 250) 0712 1712 2712 3712 Tivoli Service Desk 5697-SDG Decision Support Guides Call Center 0124 1124 2124 3124 Management Knowledge 0126 1126 2126 3126 Assessment Relationship 0129 1129 2129 3129 Management Service Level 0145 1145 2145 3145 Management Telephony 0146 1146 2146 3146 Performance Asset 0148 1148 2148 3148 Management Change 0149 1149 2149 3149 Management

Neither the Standard Support Option nor the Extended Support Option is transferable among Tivoli Service Desk products. Support Option feature numbers must be ordered, if desired, for each licensed product. The quantity of the billable feature numbers for Support must be equal to the number of servers and/or clients that are licensed to the customer, if support is desired. Specify the feature number of the desired distribution medium shown below.

Basic Machine-Readable Material: To order, select the feature number of the desired distribution medium:

                                          Feature       Distribution
Environment                               Number        Medium

5697-TDS Tivoli Decision Support Tivoli Decision Spt CD 5809 CD-ROM Crystal Reports Pro CD 5809 CD-ROM

5697-SDG Tivoli Service Desk Decision Support Guides Call Center Management 5819 Publications Knowledge Assessment 5839 Publications Relationship Management 5849 Publications Service Level Management 5859 Publications Telephony Performance 5869 Publications Asset Management 5809 Publications Change Management 5829 Publications

Customization Options: Select the appropriate feature numbers to customize your order to specify the delivery options desired. These features can be specified on the initial or MES orders.

Example: If publications are not desired for the initial order, specify feature number 3470 to ship media only. For future updates, specify feature number 3480 to ship media updates only. If, in the future, publication updates are required, order an MES to remove feature number 3480; then, the publications will ship with the next release of the program.

                                                     Feature
Description                                          Number

Initial Shipments

Serial Number Only (suppresses shipment 3444 of media and documentation)

Ship Media Only (suppresses initial 3470 shipment of documentation)

Ship Documentation Only (suppresses 3471 initial shipment of media)

Update Shipments

Ship Media Updates Only (suppresses 3480 update shipment of documentation)

Ship Documentation Only (suppresses 3481 update shipment of media)

Suppress Updates (suppresses update 3482 shipment of media and documentation)

Expedite Shipments

Local IBM Office Expedite 3445 (for IBM use only)

Customer Expedite Process Charge 3446 ($30 charge for each product)

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

Unlicensed Documentation: One copy of the following publications are supplied automatically when the appropriate media feature codes are ordered:

                                                            Order
Publication Title                                           Number

Tivoli Decision Support (Formerly Expert Discovery)

Tivoli Decision Support Administrator's GI10-4799 Readme Tivoli Decision Support Administrator's GC31-5201 Guide Tivoli Decision Support Readme GI10-4800 Tivoli Decision Support User Guide GC31-5202 Tivoli Decision Support Installation Guide GC32-0289 Using Decision Support Guide GC32-0290 Cognos PowerPlay Administrator's Guide GC31-5196 Cognos PowerPlay Installation Guide GC31-5197 Cognos PowerPlay Packaging Information with Transformer GC31-5198 Discovering PowerPlay GC31-5200 IPLA Z125-3301 License Information LC23-4221

Tivoli Service Desk Decision Support Guides

Asset Management Decision Support Guide Readme GI10-4820 Call Center Management Decision Support Guide Readme GI10-4827 Change Management Decision Support Guide Readme GI10-4821 Knowledge Assessment Decision Support Guide Readme GI10-4816 Relationship Management Decision Support Guide Readme GI10-4817 Service Level Management Decision Support Guide Readme GI10-4818 Telephony Performance Decision Support Guide Readme GI10-4819 IPLA Z125-3301 License Information LC23-4221

Subsequent updates (technical newsletters or revisions between releases) to the publications shipped with the product will be distributed to the user of record for as long as a license for this software remains in effect. A separate publication order or subscription is not needed.



TERMS AND CONDITIONS

Licensing: IBM International Program License Agreement (IPLA), IBM International Agreement for Acquisition of Programs and Support (IIAAPS) with the Attachment for Support and its Addendum for Tivoli Systems, and an Order Form.

Transferable: Applies except when Support is in effect.

Limited Warranty Applies: Yes

Guarantee: Not applicable for this program.

Usage Restriction Applies: Yes. Client usage is limited to the quantity of client feature numbers ordered.

Educational Allowance: Yes, to qualified education customers.

Volume Orders: Not applicable

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

Licensed Program Materials Availability

  • Restricted Materials of IBM: None
  • Non-Restricted Source Materials: None
  • Object Code Only (OCO): All
Entitled Upgrade for Current Upgrade Protection Licensees: No

Program Services

Support Center applies:              Yes

Access is available through the IBM Support Center

Available until: 12 months after program is available to customer After 12 months as part of the IIAAPS offering Available for program until 6 months' written notice

Applicable for: Latest code level Immediate previous level for 12 months

APAR Mailing Address: Tivoli Systems Inc. 9442 Capital of Texas Highway Austin, TX 78759 USA Attention: Tivoli Decision Support Development



CHARGES

The charges provided in this announcement are suggested retail prices for the U.S. only and are provided for your information only. Dealer prices may vary, and prices may also vary by country. Prices are subject to change without notice. For additional information and current prices, contact your local IBM representative.



Tivoli/Flex Pricing

With the introduction of the Tivoli products, IBM introduced a new and exciting method of pricing called Tivoli/Flex. Tivoli/Flex charges, which are use-based, are designed to give the customer the ultimate in simplicity and selectivity, which is essential in a dynamic and growing distributed network environment. Tivoli/Flex's important characteristics are:

  • Installation Flexibility

    Since the Tivoli/Flex license is not tied to a specific machine serial number or to a machine type, the customer is free to move or copy the code to any machine in the network as conditions and workloads change, up to the limit of the features acquired.

  • Simplicity and Predictability

    Customers pay a flat use-based charge, once per product, at the initiation of the license. The customer may then install the components of the product as many times as needed, up to the limits of the number of features acquired, without additional charge and without notifying IBM. Tivoli Decision Support uses the number of copies installed as the basis for computing Tivoli/Flex Charges.

  • Easy Support Options

    Product support, help desk support, and follow-on releases are also simply priced as a percentage of the customer's license charge, with two easily understood options:

    1. Standard provides customer support during normal business hours

    2. Extended provides support 24 hours per day, 7 days per week
Charges are computed by multiplying the number of servers and clients at the customer's installation that are using Tivoli Decision Support by the charges associated with the server and client features.

An example will illustrate the charges' simplicity. Suppose a customer wants to consolidate data and build multi-dimensional data views, using Tivoli Decision Support on 1 server, and has 4 client systems where users will access the server to interactively explore and view the data. The license charge would be 1 times the charge per server and 4 times the charge per client of 5697-TDS.

Since the kind of machine on which the code runs, or its specific serial number is not relevant, the customer has the flexibility to move the code among any system, up to the limit of the number of client features acquired for each product. If the customer acquires more features than there are clients physically installed, the customer has room to expand the network without incurring additional charges.

Servers and clients are defined in the context of a distributed environment. A server is a computer whose principal purpose is to provide data and/or services to other computing systems. Some types of servers are database servers, application servers, file servers, print servers, communication servers, and Internet servers. A client is a computer that uses the data or services from one or more servers. A computer is generally designated as either a server or a client, depending on its predominant use. In some cases for Tivoli Decision Support, a system may have both the client and server code installed in which case, both a server and client license must be acquired.

                                             Per           Per
                                            Client        Client
                          Per Server        Qty/1        Qty/250

Program Feature Feature Feature Description Number Number Charge Number Charge Number Charge

Tivoli Decision 5697-TDS 0001 $20,000 0002 $1,500 0252 $375,000 Support

Upgrade: From 5697-RPT To 5697-TDS 2097 0 4997 0

Tivoli Service 5697-SDG Desk Decision Support Guides Call Center Mgmt 0021 10,000 Knowledge Assess 0022 10,000 Relationship Mgmt 0023 10,000 Service Level Mgmt 0024 10,000 Telephony Perform 0025 10,000 Asset Mgmt 0026 10,000 Change Mgmt 0027 10,000

Charges for Tivoli Information Management Decision Support Guide will be announced at a later date.



5697-SPT -- Support Feature Numbers

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

                                                          Extended
                           Standard        Extended       Support
                           Support         Support        Upgrade

Support Annual Annual One-Time for Charge Charge Charge Support for Program Feature Feature Feature Program Name Number Number Charge Number Charge Number Charge

Tivoli Decision 5697-TDS Support Server 1112 $ 3,000 2112 $ 4,000 3112 $ 1,000 Client (Qty 1612 225 2612 300 3612 75 of 1) Client (Qty 1712 56,250 2712 75,000 3712 18,750 of 250)

Tivoli Service 5697-SDG Desk Decision Support Guides Call Center Mgmt 1124 1,500 2124 2,000 3124 500 Knowledge Assess 1126 1,500 2126 2,000 3126 500 Relationship Mgmt 1129 1,500 2129 2,000 3129 500 Service Level Mgmt 1145 1,500 2145 2,000 3145 500 Telephony Perform 1146 1,500 2146 2,000 3146 500 Asset Mgmt 1148 1,500 2148 2,000 3148 500 Change Mgmt 1149 1,500 2149 2,000 3149 500

One-Time Charge: Customers who pay a one-time charge for a licensed program receive enhancements and future releases, if any, at no additional charge. Significant new function may be offered as an optional feature and charged for separately. If a replacement program is announced and the customer elects to license the replacement program for a one-time charge and replace the prior program, an upgrade charge may apply.

Trademarks

      OS/390 and DB2 are registered trademarks of International
      Business Machines Corporation in the United States or other
      countries or both.
      Pentium is a trademark of Intel Corporation.
      Windows is a trademark of Microsoft Corporation.
      Windows NT is a registered trademark of Microsoft Corporation.
      TME 10 is a trademark of 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.