Tivoli Now IBM Corporation

Transcription

1 1

2 Using the NEW Tivoli Storage Process Manager to improve service and governance Greg Van Hise Storage Architecture

3 Abstract As compliance and regulatory issues drive the rapid growth of storage, the cost of managing the storage infrastructure becomes a major challenge. According to recent IDC reports, data and storage management processes have the highest labour spend. This presentation explains how IBM Tivoli s ITSM helps to manage complexity fuelled by the rapid growth. It articulates how the Storage Process Manager will tie into the ITSM platform so that businesses can effectively and efficiently manage IT processes across the organisation. It also highlights the capabilities of the IBM Tivoli Storage Process Manager through a demo and explains the various parts of the workflow. It also presents the roadmap for the Storage Process Manager. 3

4 IT Challenges IT Systems Labor Spend for Data, Storage and Business Continuity is high Complex processes Complex technologies Customers view Storage as part of a larger set of IT Processes Information Integrity storage and security, ensuring key data is securely maintained Compliance Identifying breaches in data integrity and reporting on recovery efforts Capacity Planning and Execution determining the need for more storage capacity and efficiently executing on that task Convergence of traditional storage technologies (backup and recovery): Replication technologies will be used to improve recovery times. Emergence of Continuous Data Protection Segment (CDP) Customers need to have a consolidated view of backup and recovery technologies and processes 4

5 Storage Process Manager Enhance effectiveness and efficiency of storage personnel Data and Storage Labor costs are highest among all IT Processes. Storage process manager enables customers to reduce these costs by - Automating key storage management processes that are aligned with ITIL and based on best practices - Providing the right information to the right people at the right time while executing storage processes - Leveraging your existing Operational management tools - Integrating storage processes to the tools and the information to take the appropriate actions efficiently and effectively. 5 Source: IDC,2005

6 Storage Service Top Challenges Managing Data and Storage Growth Supplying additional storage space to growing or new applications Optimizing data placement in a tiered storage environment Configuring and Managing Change in the Storage Environment Upgrades/patches Storage device management best practices avoiding human errors Managing storage incidents Backup Failure alerts Storage Infrastructure alerts File Restores Managing Data Compliance Storage security access reports Storage life cycle management through polices mandated by regulation Process integration and process improvement Best Practices Change RFC for space Incident Incident reported Release Configuration Change logged in Compliance Reports Security Access Reports Upgrades/patches deployed Deployment of SVC CCMDB 6

7 IBM IT Service Making ITIL Actionable An innovative vision for the optimal intersection of People, Process, Information and Technology Effectively and Efficiently Deliver IT Service Aligned with business priorities Quantifiable Process Performance End-to-end process measurements and quantification Extract Greater Value from Existing Investments Meaningful integration across technology, information and people Increase IT Organizational Productivity Alignment of IT through data and workflow IT Process Products IT Service Platform IT Operational Products Best Practices Integrate and Automate processes (across domains) Standardize and share information Automate tasks (within a domain) 7

8 IBM Tivoli Storage Process Manager Release 1.1 IBM IT Service General Availability: July 28 th, 2006 IT Process Products IT CRM & Business Service Delivery & Support Service Deployment Information Business Resilience IT Service Platform IT Operational Products Best Practices Financial Assessment Process Manager Service Level Process Manager Asset Process Manager Availability Process Manager Change and Configuration Process Manager Capacity Process Manager Release Process Manager Storage Process Manager Service Continuity Process Manager Compliance Process Manager Available TODAY! Future Directions Automates IT management processes for rapid responsiveness and greater flexibility Based on experience applying ITIL, etom, CoBIT and CMMI in customer environments Extends autonomic computing technology experience to people, processes and information 8

9 IBM Tivoli Storage Process Manager V 1.1 Functionality Storage Object and Policy creation - Fully defined model of storage attributes and relationships in the CCMDB - Stores information on configuration items in your storage environment and its relationships. Automatic Storage Device Discovery - Configuration Items can be populated by TotalStorage Productivity Center, Tivoli Storage Manager and Tivoli Provisioning Manager Discovery Library Adapters. Data Cleanup Process Workflows - Exploits CMDB/Foundation and Change - Exploits TotalStorage Productivity Center for Data and Tivoli Storage Manager - Includes best practices and task / role assignments Storage Provisioning Workflows - Allocate storage resources based on customer management policies using capabilities of TotalStorage Productivity Center and Tivoli Provisioning Manager. - Includes best practices and task / role assignments Backup Incident Prioritization - Categorize and evaluate backup errors & alerts based on customer management policies - Provides Integration with Help Desk and Availability. Audit Report Capabilities - Reporting around who can and does access storage systems - Storage CI reporting - Changes to the storage configuration and associating them with the respective RFCs 9

10 Storage Process Manager Enable compliance of storage management to polices, regulation and standards Define, record and report on who can and does access storage systems Manage Access Integrity Automate the tracking and reporting of changes to the storage configuration. Manage Change Integrity Ensure that any attempts to access storage infrastructure are verified and authorized before permitting access Manage Approval Integrity Ensure data integrity and recovery of data in support of compliance Manage Data Integrity 10

11 Architecture, including Integration with CMDB, Change, Release and Availability Service Order Policies Proces Process s Specific Tasks Config & Change Release Availability Storage Capacity Financial SLM Integration Integration Adapters Adapters Common Tasks Process monitor Reports Customization Configure policy Data Subsystem Data Cleansing & Normalization CMDB Functional interfaces Integrated User Interfaces ==.= ==.= -.- ==.= Data Synchronization & Federation ==.= ==.= Discovery Library Tools & Ecosystem (IBM & 3 rd party) IT Infrastructure, Transactions, Users, and Business Processes 11

12 IBM Tivoli Change & Configuration Process for Storage Configuration Process Plan configuration management Identify CIs Control CIs Audit CMDB Report Foundation platform for process development & execution Storage CIs and Service Level Definitions CMDB Request for Change Accept & classify change Assess change Approve & schedule change Change Process Coordinate change implementation Distribute & install nonrelease change Review & close change Human Driven Tool Automated 12 TPC, TSM, TPM, TCM, TBSM, ITCAM, WAS v5, ISVs Auto discovery using existing Tivoli & ISV products Release Integrates Operational Applications and IT processes Supports consistent policy administration Provides integrated best practice process modules for Change and Configuration Process Provides a Configuration Database (CMDB) Scenario: Firmware upgrade of storage devices including all impacted CIs

13 IBM Tivoli Change & Configuration Process for Storage Create & Submit RFC Accept and Classify Change Assess Change Change Approve and Schedule Change Coordinate Change Implementation Distribute and Install Non-Release Change Review and Close Change RFC Group RFC Type Activity Workflow Templates 5 Software Server Deploy App Upgrade App Deploy OS Analyze storage relationships 4 Analyze unused files Integration Module Integration Module 6 1 Storage Deploy Patch Add Storage TPC TSM TCM TPC TSM Data Cleanup Storage Mgmt adds: 1. New RFC Types 2. New CIs & Relationships 3. New Discovery Adapters 4. New Tasks 2 Configuration & Relationships CMDB Storage Discovery Adapter 3 Deploy app Storage Process Manager is the package of items in purple. Provision storage Archive / delete files 5. New process templates 6. New Integration Modules 7. Introduce ILM Policy Framework 1. Data Service Level Objectives (e.g. RTO, RPO, MB/s, IOPS) 13

14 Service Level Policies Mapping from Servers to Storage Service Level Objectives Multiple OSs / DBs / s / Apps Platinum Servers Service Level Objectives Gold Servers Service Level Objectives Silver Servers SAN LN Storage Capabilities Enterprise Disk Platinum Storage Pool Virtual Disk Enterprise Storage Capabilities Virtual Disk Gold Storage Pool Virtual Disk Virtual Disk TotalStorage Virtualized Physical SAN / Heterogeneous Volume Controller Storage Mid-range Storage Capabilities Silver Storage Pool Virtual Disk Cost Centric WORM Disk Storage Capabilities Tape Enterprise and Mid Tier and WORM 14

15 ILM Policies Data Service Level Objectives: Recovery Objectives (Recovery Time, Recovery Point) Data Access Objectives (speed, resiliency) Security Objectives (compliance, security level) Data Storage Capabilities: Recovery Service Provided (Recovery Time, Recovery Point) Data Access Service Provided (speed, resiliency) Security Service Provided (retention, security level) Used in context during Change, Configuration, Availability, Capacity processes Audit reports identify mismatches between service level objectives and storage capabilities 15

16 Data Service Level Objective Group 16

17 Report Sorted by Data Service Level Objectives DSLOG Windows Backup Incidents By Data Service Level Objective Platinum Platinum Platinum Platinum Bronze Bronze 17

18 Storage Provisioning using ILM Policies Change Process OR Peregrine Change Manager Human Driven Tool Automated Data Service Level Objectives input to Provisioning Process Match Objectives with Storage Capabilities Adapters and Interfaces Operational Applications Assists customers in selecting appropriate type (tier) of storage for each class of server and/or applications. Integrates with TPM and/or TPC to perform the storage provisioning tasks. Allows for approvals before storage is provisioned Allows for validation of the change using TPC Storage Configuration Checker (Future) Customer Value: Improve efficiency in delivering storage services Ensure availability of applications and data according to SLA agreements Reduced cycle time,reduced release errors due to automated, repeatable actions Improved capacity to handle more releases, and fewer business impacting interruptions 18

19 Change Requestor (System Admin) Change Mgr Storage Admin Change Advisory Board Disk Admin SAN Fabric Admin MSS Storage Provisioning Process Stg Provisioning RFC -Server Name - Amt of storage - Stg req: Performance Reliability -Priority. Accept and Categorize RFC (select Storage Provisioning Process Template) Assess Storage Provisioning Change TPC CMDB Approve and Schedule Change Coordinate Changte - Develop plan based on policy definitions Implement Change - Assign storage to server Implement Change Perform Cabling TPC TPM SVC... Verify Change Implement Change - Assign server to fabric TPC TPM EFCM. Close RFC 19

20 Storage Provisioning RFC Storage Process Manager provides a process activity dashboard that enables the customer to view storage process activities and status. 20

21 Data Cleanup Process Initiate RFC Tasks performed by storage admin Aprover of request Performed by backup admin Complete process Human Driven Tool Automated CMDB Request for Change (Space or Cleanup) Accept Request Data Cleanup Identify Files Approve & schedule cleanup Implement Cleanup Review & close change Adapters and Interfaces Operational Applications Assists customers to identify candidate files via best practices. Integrates with TPC and TSM Allows for approvals prior to cleanup. Customer Value: Saves money by removing unneeded data Best practice context on identifying candidates for clean-up Integrates with TSM Archive to preserve files that are removed from servers 21

22 Data Cleanup Process Change Requestor (System Admin) Data Cleanup RFC -Server Name - Amt of storage -. Change Mgr Accept and Categorize RFC (select Data Cleanup Process Template) Storage Admin Assess Data Cleanup Change Change Advisory Board Backup Admin MSS TPC CMDB Approve and Schedule Change Implement Data Cleanup Change TSM Verify Change Close RFC 22

23 Backup Incident Prioritization Service Level Objectives Multiple OSs / DBs / s / Apps Platinum Servers Service Level Objectives Gold Servers Service Level Objectives Silver Servers Which incidents should I resolve first? Backup failure Backup warning 23

24 Backup Incident Prioritization 3 rd Party Service Desk Detect & Record Incident Incidents ITM, ITCAM, TEC/NetView Classify Incidents and Provide Initial Support Investigate and Diagnose Incidents Incident Resolve Incidents and Recover Service Own, monitor, track, and communicate incidents Backup failure incidents created via TEC events. Close Incidents Incident Reports Human Driven Tool Automated 3 rd Party Tool Generic Incident Process CMDB, Service Desk TSM TSM Data Service Level Objectives input to Classification Process Customer Value: Improved time to incident resolution Adds Data and Storage Service Level context to Incident Classification Increased availability of critical business services Improved performance against SLAs 24

25 Backup (TSM) Incident Generation / Prioritization TEC Events TEC TSM Admin Center TSM Operational Reporting TEC Adapter TEC Events Incidents TSM Help Desk CMDB DSLOG Info TSM incidents will be created via event management (i.e. TEC and leverage existing TEC to service desk integration) TSM Incidents will be prioritized based on data service level objective (i.e. Recovery Time Objective) 25

26 Summary IT Service ILM Process Manager Assists customers in applying Best Practices to Data and Storage Extends ITIL Processes into the data and storage domain Integrates Tivoli Systems and Storage Enables operational efficiencies labor is more efficient, storage is more efficient 26

27 Storage Process Manager Roadmap Futures 27 GA June 2006 GA Storage Provisioning Jan 2006 POT Storage Storage Discovery Integration Create Data and Storage Service Level Backup Incident Objectives Prioritization Data Cleanup Process Capacity Planning Integration Application / Storage Relationships TPM Automation TPC Storage Planning Configuration Checking Integration Omegamon XE for Storage Integration Policy Federation

28 Future - Leverage and Extend ITSM Strategy IBM IT Service Best Practices and Implementation Services IT Process IT Process IT Service Platform IT Operational Process Managers: Capacity Link to Big Sur to provide Storage Capacity planning and execution. Compliance Ensure enforcement of compliance activities including data protection, identity and access management in backup data sets. Service Continuity Provide high availability objectives and process flows via integration with TSA, TSM, TPC/Replication, AIX Workload Partitions (Meiosys) CCMDB Exploitation: 28 Target significant labor spend and exploit relational value from other Tivoli tools and Process managers Expanded Incident prioritization prioritize incidents based on which users are experiencing problems (leverage Omegamon XE for Storage) Recovery time management understand how changes in data growth will effect the recovery times and the pertinent Business SLAs (leverage CCMDB and Storage related CIs)

29 29

30 Backup

31 What are our customers saying... The IBM approach to IT Service is taking Enterprise Systems at Ford to a new level. Optimization of both the IT infrastructure and IT processes will help to make ITIL best practices a reality and Ford a more flexible, dynamic organization. - George Surdu, Director Information Technology Infrastructure, Ford Motor Company Ford We consistently see that IBM Tivoli is the only vendor who understands that all components of IT Service have to fit together, and is actively addressing the ITSM 'Tower of Babel'. With tools that provide a robust monitoring environment, and a consistent change process, we can determine the business impact of infrastructure changes in a way we've not been able to do before - Tony Flora, Snr VP Global Services and Fulfillment Group, Bank of America "IT Service is a never ending story, and while implementing ITIL best practices has value, they are only part of the story. The IBM IT Service strategy promises to provide greater value through enhanced process integration and visualization. Yves Vlamijnck - Team manager Network & IT Monitoring, Belgacom With their new IT Service strategy, IBM Tivoli is now really focused on the big picture - not only delivering tools, but an integrated combination of tools, sharing their data though a central database and supporting ITIL processes. Andreas Golombek, IT Production, Commerzbank 31

32 Reports in Support of Compliance for Storage Storage Process Manager provides several reports that allows the customer to get a comprehensive view of their storage process and enables them to establish an audit trail in support of compliance 32

33 Customer Benefits Enables Cost Reduction & Simplification Enables you to lower your total IT cost (hardware, software, people) by optimizing and aligning infrastructure with business objectives Enables cost savings and reduced TCO by reclaiming storage space and reducing redundancy Leverage Investment in Storage Operational Products Improve effectiveness & efficiencies Provides sustainable improvements in storage and information management efficiency Enables you to make better use of the information you have Manage Risk and Address Compliance Intelligent information retention policies and integrated search capabilities Reduce the risk of Human Errors Enforce policies and manage against Service Level Objectives 33

34 Key Take Away Tivoli Storage Process Manager makes ITSM actionable for Storage Extends and links Storage to the rest IT Automates and aligns Storage change, configuration and backup & recovery incident process management to ITIL best practices Leverage existing Tivoli Operational Products with Storage Process Manager 34

35 IT Operational Products IBM IT Service Business Application Products include: Server, Network & Device Products include: Storage Products include: Security Products include: IT Process Products IT Service Platform IT Operational Products Best Practices Tivoli Composite Application Tivoli Business Systems Manager Tivoli Intelligent Orchestrator Tivoli Service Level Advisor Tivoli License Manager Tivoli License Compliance Manager Tivoli Decision Support Tivoli Enterprise Console Tivoli Monitoring Tivoli Omegamon Tivoli NetView Tivoli Remote Control Tivoli Systems Automation Tivoli Workload Scheduler Tivoli Provisioning Tivoli Configuration Manager Tivoli Storage Manager Tivoli Continuous Data Protection for Files TotalStorage Productivity Center SAN Volume Controller Tivoli Omegamon XE for Storage Tivoli Access Manager Tivoli Identity Manager Tivoli Federated Identity Manager Tivoli Directory Server Tivoli Directory Integrator Security Compliance Manager 35

36 Automate Storage Best Practices- IT Service Service Level Availability Capacity Security IT Service IT Financial Continuity Change Incident Problem Release Configuration 36

37 Applying Best Practices to Data and Storage Service Support for Data and Storage Release /Change /Configuration Applying change and release management processes to data and storage Installation and upgrades of storage devices Installation and upgrades of storage management products Storage provisioning based on application service levels Apply best practices to the storage and data environment SAN and Storage Configuration Planning and Validation 37

38 Applying Best Practices to Data and Storage Service Level Align business perspective with IT Infrastructure Supports Information Lifecycle by allowing customers to specify Service Level Objectives for data and capabilities for storage (utilizing SNIA model) Capacity Service Delivery for Data and Storage Utilizing the Data Cleanup Process to delay adding capacity Provisioning storage based on Service Level Objectives and best practices Event/Problem/Incident/Availability Apply Service Level Objectives to assist customers in prioritizing backup (TSM) Incidents 38Enterprise Process Improvement

39 How to Store and Manage Data Through its Lifecycle Remaining Storage Capacity System Files Non-business Files Duplicate Data Redundant application Data, log files, dump files, temporary files Stale / Orphan Data Reclaim more of this Leave this alone Data Delete this Categorization Delete / Share this and Clean this Cleanup - Often Process Delete / Archive this Leave this alone All data has a lifecycle - From acquisition through disposal Parameters Differ over time - Retention Requirements - Access Requirements - Business value - Best Practices Store and manage accordingly Valid Data Invest in storing, accessing, managing and protecting this 39 Primary media Price IOPS performance Service MB/s performance Time Level to data Media reliability Objectives Uptime RTO RPO Typical applications FC disk Most expensive Highest Highest Immediate Highest 7 x minutes 5 minutes Tier 1 - Production SATA disk Affordable Minimal Lower / acceptable Immediate Good enough < 7 x 24 OK 8 hours 12 hours Tier 2 Production/Test Tape/Other Least expensive NA Lowest Prolonged Good < 7 x 24 OK 24 hours 24 hours Archive/ 2006 Retrieval IBM Corporation

40 Scenario: RFC submitted to Storage Admin Requesting Increased Space Create Request for Change Use this task to initiate a request to make a change to the IT infrastructure. Submitter I. Admin Exchange Title Desired completion Priority High Description of change Add 100 GB of space to Server : Austin Mail Justification Require space to increase the mail boxes for 1000 users. Impact of not implementing change Potential outage for users. Type of request Increase Space Amount Units 100 GB Create Cancel 40

41 Scenario: RFC response depends on Service Class identified in CCMDB Assess Change Request A RFC will be assessed by many people to help quantify the resources required in order to fullfill the request. With this task you can see who is in the process of assessing the change, reassign the assessment, or even skip the assessment. <rfc title> Associated Configuration Items Workflow Create Accept Assess Approve Implement Verify I. Admin 1/23/2006 Ann 1/23/2006 Target assessment date Service Level Platinum Due to platinum service level, provision new (platinum grade) storage to satisfy space request. Perform Provisioning Notes Save Assessment is Complete Cancel 41

42 Scenario: RFC response depends on Service Class identified in CCMDB Assess Change Request A RFC will be assessed by many people to help quantify the resources required in order to fullfill the request. With this task you can see who is in the process of assessing the change, reassign the assessment, or even skip the assessment. <rfc title> Associated Configuration Items Workflow Create Accept Assess Approve Implement Verify I. Admin 1/23/2006 Ann 1/23/2006 Target assessment date Service Level Bronze Due to bronze service level, perform data cleanup to free up 100GB of space for this request. Perform Data Cleanup Notes Save Assessment is Complete Cancel 42

43 CCMDB Data Subsystem Examples: Server, SLA, Transaction, Business Service Configuration Items Relationships Examples: Runs On, Contains, Depends On Configuration/Change Process Relationship FROM TO CMDB GUID TYPE Runs On Runs On Relationships General Purpose Instance Tables MSS Managed Element Link MSS GUID Managed Element TYPE CompSys CompSys CompSys SWComp SWComp SWComp Task Task Task IDENTITFIER \\...\...A \\...\...B \\...\...C \\...\...X \\..\...Y \\...\...JZ \\...\...T1 \\...\ \\...\..JJI38 ID GUID LABEL/DESC TIMESTAMPS HostA HostA HostA.ibmcom Managed Element Alias 123 Software System 222 MSS GUID MSSName Alias 135 SCM \\...\...A 246 TPM \\...\...B 357 TCM \\...\...C Data Access Programming Interface Software Component Software Product (Asset) Computer System 123 Hardware (Asset) Operating System Protocol Endpoint IP Network MSS Identifers Configuration ItemTables Data Access Programming Interface Reconciliation Relationship Type Connectors (Discovery/Federation) Process Solution Process Solutions TYPE Runs On Installed NAME, Class Type TYPE CompSys SWComp Process Database PARENT System Log Elem Meta-Data Tables NAME, Computer System Software Component ConfigPlan ConfigAudit Baseline ConfigReport Process Artifact Tables Reports Process Configuration Metadata Process Artifacts Examples: Request For Change, Incident, Audit Plan IBM TCM TPM TBSM TPC, TSM 3 rd Party Example: Peregrine Asset Center IT Infrastructure 43

44 ILM Data Service Level Objectives 44

45 ILM Data Storage Capabilities 45

46 Microcode Update Process Demo 46

47 ITSM allows Tivoli Now Storage to Manage Service Classes for ILM Best Practices ITSM ILM Process Manager Storage Service Level for ILM best practices Storage CI (Configuration Item) Discovery What is in my environment? Data Classification best practices How do I classify data and storage into service classes? Data Service Classes made available to customers Service Classes such as platinum, gold, silver, bronze offered for a price to customers of storage Data Service Class Requests for Change (RFC) Application, customer, or IT requests additional storage provision storage based on service level agreement (what kind of storage, how long to deploy) Data Analytics Best Practices Best practice TPC for Data reports Reporting, Auditing, Incident for Service Classes Reporting of Storage Service Level Violations through incident management Reporting on Storage Processes how long did each step of the process take where are the bottlenecks 47

48 ILM Service Level Definition Scenario Human Driven Tool Automated Adapters and Interfaces Assists customers in defining application/server/data objectives (requirements) and data service capabilities. Integrates with TPM and/or TPC to perform storage discovery. Allows for approvals for the policies. Operational Applications Customer Value: Central point to define storage and data service levels and capabilities Enables improved change, configuration, incident, capacity management 48

49 Create Service Level Objectives and Service Capabilities Information/Data Requirements Data Storage Service Capabilities Computer System CI Data Service Level Objective Group Name (e.g. Gold) Description Business Value/Priority Service Level Objectives (e.g.) Accessibility Initial access time rqt Throughput rqt Availability Planned Downtime max Unplanned Down max Recoverability SLO Recovery Time Obj Recovery Point Obj Data Consistency Data Retention Value Data Service Capability Name (e.g. Platinum) Description Services offered: Storage Service Data Copy Service Data Movement Service Data Protection Service Storage Class Class 1. Name (e.g. Gold Storage 2. Description 3. Storage Information E.g. 1. Avg Avg Thruput (IOPS) 2. Avg Avg Transfer (bytes/sec) 3... Storage Technology Group 1. Name (e.g. HIGH END DISK) - 2. Description Storage Subsystem Storage Subsystem CMDB 49

50 50

51 Disclaimers and Trademarks No part of this document may be reproduced or transmitted in any form without written permission from IBM Corporation. Product data has been reviewed for accuracy as of the date of initial publication. Product data is subject to change without notice. Any statements regarding IBM's future direction and intent are subject to change or withdrawal without notice, and represent goals and objectives only. THE INFORMATION PROVIDED IN THIS DOCUMENT IS DISTRIBUTED "AS IS" WITHOUT ANY WARRANTY, EITHER EXPRESS OR IMPLIED. IBM EXPRESSLY DISCLAIMS ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements (e.g. IBM Customer Agreement, Statement of Limited Warranty, International Program License Agreement, etc.) under which they are provided. IBM customers are responsible for ensuring their own compliance with legal requirements. It is the customer's sole responsibility to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer's business and any actions the customer may need to take to comply with such laws. The following terms are trademarks or registered trademarks of the IBM Corporation in either the United States, other countries or both: DB2, e-business logo, eserver, IBM, IBM eserver, IBM logo, Lotus, Tivoli, WebSphere, Rational, z/os, zseries, System z. Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States and/or other countries. Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States and/or other countries. UNIX is a registered trademark of The Open Group in the United States and other countries. Linux is a trademark of Linus Torvalds in the United States and other countries. Other company, product, or service names may be trademarks or service marks of others. ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. IT Infrastructure Library is a Registered Trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. 51