IBM Tivoli Service Level Advisor V2.1 helps simplify service level management through enhanced SLA definition, evaluation, and reporting

Transcription

1 Software Announcement September 21, 2004 IBM Tivoli Service Level Advisor V2.1 helps simplify service level management through enhanced SLA definition, evaluation, and reporting Overview IBM Tivoli Service Level Advisor V2.1 is designed to provide service level management capabilities for the IBM Tivoli Business Service Management portfolio of products. Service level management helps the IT organization provide excellent value to customers, partners, and employees. IBM Tivoli Service Level Advisor V2.1 helps: Define the services that you will deliver Establish goals and objectives for service delivery documented in Service Level Agreements (SLAs) Analyze and report on the actual services delivered for the IT group and the clients who use them Measure the effectiveness of IT services (such as Web server availability and performance) and business services (such as payments processing response time) New in V2.1: Simplified SLA definition through use of a new SLA wizard Enhanced reporting Improved time-to-value and IT resource productivity Key benefits of new features: Simplification of SLA definition through the use of a SLA wizard End-to-end service level management through the integration of mainframe data Enhanced graphical reporting of SLA results Key prerequisites Tivoli Data Warehouse 1.2 (included) IBM WebSphere Application Server 5.1 (included) IBM DB2 Universal Database (UDB) 7.2 with fix pack 10a (included) Planned availability date September 24, 2004: Electronic software delivery September 24, 2004: Physical media At a glance IBM Tivoli Service Level Advisor V2.1 delivers: The ability to help create an end-to-end view of service levels Automated evaluation of SLAs to help reduce the time and effort for business process service delivery Trend analysis that can enable proactive and autonomic cures to help avoid SLA violations Alerts for SLA violations and trends to violations through event traps or Highly visual and flexible Web-based reporting A new SLA wizard that can help reduce the time and effort required to build and manage SLAs The ability to establish consistent roles definitions by leveraging IBM Tivoli Identity Manager V4.5 Tivoli Data Warehouse as a focal point for data aggregation to help reduce the time to deploy new monitoring features and metrics for SLAs Five new business level reports that help enhance the existing SLA reporting capabilities For ordering, contact: Your IBM representative, an IBM Business Partner, or the Americas Call Centers at 800-IBM-CALL Reference: SE001 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: IBM United States IBM is a registered trademark of International Business Machines Corporation

2 Description IBM Tivoli Service Level Advisor V2.1, part of the IBM Tivoli Business Service Management portfolio of products, provides intelligent management software to help businesses increase operational agility by aligning IT operations to business priorities. Intelligent management software helps optimize IT with the business goals of the organization, rather than focusing on the technology itself. These goals may be related to streamlining business processes and optimizing resources to help manage costs, increase efficiency to manage productivity and increase revenue, and assure service availability to enhance customer satisfaction. IBM Tivoli Service Level Advisor V2.1 helps simplify the process of defining service offerings according to the terms of a SLA and associating these services with customers. Then, it automates evaluation of the SLAs and correlates any monitoring metrics stored in the Tivoli Data Warehouse against critical business schedules. Also, IBM Tivoli Service Level Advisor V2.1 can provide alerts and historical reports of SLA violations, and predict trends toward future violations to help the IT organization react quickly. IBM Tivoli Service Level Advisor V2.1 provides enhancements based on industry best-practices that can help you: Simplify SLA definition Offers a guided process to build service offerings and SLAs Can visually confirm SLA process steps through context-specific navigation Can leverage IBM Tivoli Identity Manager V4.5 for consistent user definitions IBM Tivoli Service Level Advisor V2.1 can help reduce the time and effort required to build and manage SLAs with a new wizard interface. This wizard-style interface is provided to help simplify SLA definition and allow highly skilled IT workers to be redeployed to more critical tasks. The user interface helps guide the user in the steps required to define services and in the corresponding performance and availability of those services in the customer s terms, as defined in a SLA. This service definition not only includes performance objectives, but also the times and days that the service levels are required; thus creating a service offering. The service offerings can then be maintained in a service catalog and associated with one or more customers or clients of the IT department; and consistent with the practices prescribed by the IT Infrastructure Library (ITIL). When combined with the multitiered SLA capabilities, this allows you to easily define service level objectives (SLOs) in global internal or outsourced SLAs as building blocks; and then include these defined SLOs as part of selected customer-level SLAs. This can help reduce the complexity of defining and managing SLAs, and eliminate the time required to redefine global SLOs for each applicable SLA. Enhance reporting Can automatically generate color graphs and tables for quick visualization of SLA status and assessment of critical SLOs. Graphical drill-down capabilities help provide more high-level information before looking at detailed data. Crystal Decisions Crystal Enterprise 9 application helps ease customizing of SLA reports. A limited use license of Crystal Decisions Crystal Enterprise 9 is now included with Tivoli Data Warehouse V1.2. In addition, predefined SLA Crystal Decisions reports, based on customer best-practices, are available for download from the IBM Tivoli Service Level Advisor support Web site at /sysmgmt/products/support /IBMTivoliServiceLevelAdvisor.html IBM Tivoli Service Level Advisor V2.1 enhances the executive summary view of SLA status with new graphical drill-down capabilities. More detailed SLA status can now be viewed at a glance with new chart types and colors that can quickly identify trouble spots by customer, SLA, or resource type. IBM Tivoli Service Level Advisor V2.1 is designed to help you leverage your current investment in IT monitoring and correlation applications. These applications are the source of SLA metrics, which are stored in a centralized Tivoli Data Warehouse. In addition to its data warehousing and cross-domain reporting capabilities, Tivoli Data Warehouse provides an aggregation point for IBM Tivoli Service Level Advisor V2.1. The open architecture of Tivoli Data Warehouse makes it possible to define end-to-end SLAs, including events and measurements from distributed and mainframe environments. The IT department can schedule metrics from the monitoring services to be transferred from Tivoli Data Warehouse to IBM Tivoli Service Level Advisor V2.1, which compares the collected data against the terms of the SLA. Based on the schedules and thresholds defined when the SLA information was entered, IBM Tivoli Service Level Advisor V2.1 not only provides alerts for SLAs that have been violated, but it can also provide early warnings that can enable the IT department to proactively manage the services and help avoid SLA violations. This alert includes a projected date and time that the SLA violation will occur. Provide end-to-end service level management Can leverage the new mainframe data feeds to the Tivoli Data Warehouse Enhanced help desk data feed IBM Tivoli Service Level Advisor V2.1 helps simplify and automate the process of managing SLAs, helping enable proactive management and reporting on service levels. This solution gives you a single interface to help manage service levels for all services, regardless if the service is a single component of the infrastructure or if the service is comprised of multiple components. The service elements may include any combination of monitored business applications, help desk metrics, as well as networking, databases, distributed and mainframe servers for end-to-end service management. This helps tighten the linkage between service delivery and critical business operations, and demonstrate the value of IT. Increase time-to-value and IT resource productivity Can evaluate SLAs multiple times per day to help enable more proactive service level management Can provide more frequent feedback through intermediate evaluations of SLOs Has flexibility in start date definition that can allow for past benchmarking and future starts

3 Can allow for adjudication of violations Can evaluate SLOs by attribute Has command-line interface that can create SLAs from existing customer and realm data IBM Tivoli Service Level Advisor V2.1 includes tools that can help the IT organization define SLAs at a business level in order to set mutually agreeable expectations for service delivery with their customers. The customers can then view executive-level summary reports consistent with that agreement. V2.1 of IBM Tivoli Service Level Advisor also includes the ability to look for SLA violations, and trends toward violations, as frequently as once per hour. This helps enhance the ability of the IT department to proactively sustain, and not simply report, service levels over the course of the business day, and before there is a business-critical impact. Summary of IBM Tivoli Service Level Advisor V2.1 functions: Automated evaluation for SLA compliance based on calendar or fiscal quarter and year definitions IBM exclusive trending analysis, including a patent-pending linear algorithm, and an exponential stress detection algorithm for nonlinear trends Aggregation of monitored metrics in multi-technology environments, including distributed and mainframe servers, storage, performance as well as availability, security, help desk, and configuration Notification of violations and trends toward violations via IBM Tivoli Enterprise Console events, Simple Network Management Protocol (SNMP) traps, or , including projected date and time of violation High-value, highly visual reporting of executive summary or detailed SLA status with drill-down capabilities Group customers into IT provider-defined realms by geography, organization, or other criteria View status by customers, SLAs, SLA components, SLA results, SLA violations, or SLA trends toward violations High-level executive at-a-glance views Detailed customer views Web-based, printer-friendly Integrated Tivoli Data Warehouse V1.2 Tiered SLAs Define elements of external (customer facing), internal (IT department), and outsourced services as building blocks Combine one or more of these types into a multitiered SLA Auto-discovery of data collection and correlation metrics from IBM Tivoli and non-ibm Tivoli systems management tools (at least one application must be enabled to store these metrics in Tivoli Data Warehouse) Definable schedule periods for SLO thresholds, including no service periods for maintenance schedules that are excluded from SLA evaluations Global scheduling for holidays and other dates across multiple SLAs User-based administrative roles for service level management tasks IBM Web Console manages user login/authentication or leverages roles defined by IBM Tivoli Identity Manager V4.5 when present. Service offering specialist role to create, modify, publish, and withdraw service offerings. SLA specialist role to add/modify/group customers and to create/manage/modify SLAs. Interoperability with IBM DB2 UDB V7.2 with fix pack 10a (included with IBM Tivoli Service Level Advisor V2.1) Interoperability with IBM DB2 UDB V8.1 (supported, but not included with IBM Tivoli Service Level Advisor V2.1) Interoperability with IBM WebSphere Application Server V5.1 (included) IBM Tivoli Service Level Advisor V2.1 automates the installation of the IBM Tivoli Service Level Advisor V2.1 report servlets and administration user interfaces into IBM WebSphere Application Server V5.1. Interoperability with Crystal Decisions Crystal Enterprise 9 (included) Conversion of Licenses and Support to the Value Unit pricing model If you currently have active Passport Advantage Software Maintenance for IBM Tivoli Service Level Advisor for zseries V1, those support terms and conditions, including new versions, product updates, and eligible new versions, remain valid until your next Passport Advantage support renewal date. At that time, support terms and conditions for IBM Tivoli Service Level Advisor for zseries will change to the Value Unit pricing model. In the meantime, you may use all of the components of the eligible new product versions and updates up to the level of use for which you are currently authorized, subject to the terms applicable to IBM Tivoli Service Level Advisor. For example, if you are currently authorized for 1,000 Tivoli Management Points (TMP) for IBM Tivoli Service Level Advisor for zseries, with Passport Advantage Software Maintenance currently in effect, you are entitled to use all components of the new IBM Tivoli Service Level Advisor Value Units for zseries pricing on the number of MSUs currently covered by your authorized level of use of 1,000 Tivoli Management Points, subject to the IBM Program License Agreement (IPLA) and the applicable License Information document. Refer to Ordering information section for the IBM Tivoli Service Level Advisor TMP for zseries part numbers being withdrawn and for the IBM Tivoli Service Level Advisor Value Units for zseries replacement part numbers. Value Unit-based pricing Value Unit-based pricing will help to align the price of this product to the principle of the Parallel Sysplex License Charge (PSLC) pricing curve which provides for a lower price per MSU (millions of service units per hour) for larger capacities. There is also a price benefit when you grow your capacity. Additional capacity will be based on the number of Value Units (MSUs) that you have already installed. For example, additional capacity will not be priced starting at

4 the base with a higher price but on the capacity that is already installed. Note that Value Units of a given product cannot be exchanged/interchanged/aggregated with Value Units of another product. Section 508 of the U.S. Rehabilitation Act IBM Tivoli Service Level Advisor V2.1 is capable as of September 24, 2004, when used in accordance with IBM s associated documentation, of satisfying the applicable requirements of Section 508 of the Rehabilitation Act, provided that any assistive technology used with the product properly interoperates with it. Product positioning IBM Tivoli Service Level Advisor V2.1 is part of the IBM Tivoli Business Service Management portfolio of products that provide intelligent management software for providers of on demand services. Traditional systems management focuses on monitoring and reporting on specific resource elements of the IT infrastructure. With IBM Tivoli s intelligent management software solutions, you can leverage the data that is available from the applications that monitor these resources to get a business view of your IT operations. From a predictive management perspective, IBM Tivoli Service Level Advisor V2.1 helps you track the performance of your resources relative to SLAs by leveraging the Tivoli Data Warehouse. Instead of simply getting an indication of which servers, routers, or other element resources are not performing as expected, you get a view of the impact of a service that you deliver on your business. IBM Tivoli Service Level Advisor V2.1 helps build a foundation for self-optimization and self-healing as represented by the evaluation of key SLOs within a SLA. It sends alerts to the IBM Tivoli Enterprise Console to indicate trends toward SLA violations so that automated scripts at the IBM Tivoli Enterprise Console level can attempt repair or recovery. IBM Tivoli Service Level Advisor V2.1 is also designed to predict the time of a SLO violation based on a projection of these historical trends. Trademarks Tivoli Enterprise is a trademark of International Business Machines Corporation in the United States or other countries or both. Tivoli, WebSphere, DB2 Universal Database, DB2, Passport Advantage, zseries, Parallel Sysplex, and Tivoli Enterprise Console are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Other company, product, and service names may be trademarks or service marks of others

5 IBM US Announcement Supplemental Information September 21, 2004 Education support Training is available, or will be available, for many IBM Tivoli products. Education is offered through IBM Global Services IT Education Services and through IBM Tivoli Software Authorized Training Providers. The following Web-based training for IBM Tivoli Service Level Advisor V2.1 will be available on the planned availability date: Course description ITSLA 2.1: Overview and Fundamentals ITSLA 2.1: Installation and Configuration ITSLA 2.1: Maintenance and Reporting For current information on IBM Tivoli software education, visit the IBM Tivoli Software Education home page at Current schedule information for IBM Tivoli training is available on the Tivoli Software Education Schedules page at /schedules/ Offering information Product information will be available through the Offering Information Web site at Publications The following hardcopy publication is shipped with the product: Title README First Form number GI The following softcopy publications are shipped in English in displayable softcopy form on a publications CD-ROM: Title Getting Started Administrator s Guide Command Reference Release Notes Managing Service Level Agreements SLM Reports Troubleshooting Messages Form number SC SC SC SC SC SC SC SC Translated softcopy publications will be available in displayable softcopy form on November 24, The softcopy publications can be downloaded from the following Web site on the date that the publications are available Technical information Specified operating environment Hardware requirements IBM pseries (RS/6000 ) AIX CPU 375 MHz, or higher, 1 GB RAM, or higher, 1 GB, or higher, hard drive IBM xseries (Netfinity ) and other Intel Pentium brands: Microsoft Windows : CPU 650 MHz, or higher, 1 GB RAM, or higher, 1GB, or higher, hard drive Linux : CPU 650 MHz, or higher, 1 GB RAM, or higher, 1 GB, or higher, hard drive IBM zseries : CPU G5, G6, or zseries, 1 GB RAM, or higher, 1 GB, or higher, hard drive IBM iseries (AS/400 ): CPU 375 MHz, or higher, 1 GB RAM, or higher, for the operating system, and 1 GB RAM, or higher, for Linux partition, 16 GB, or higher, disk space for the operating system, and 2.5 GB, or higher, disk space for Linux partition Sun SPARC Solaris: CPU 500 MHz, or higher, 1 GB RAM, or higher, 1 GB, or higher, hard drive HP PA-RISC: CPU 500 MHz, or higher, 1 GB RAM, or higher, 1 GB, or higher, hard drive Software requirements Tivoli Data Warehouse versions supported: Tivoli Data Warehouse 1.2 (included with IBM Tivoli Service Level Advisor V2.1) Tivoli Enterprise Data Warehouse 1.1 with fix pack 3 (supported, but not included with IBM Tivoli Service Level Advisor V2.1) Distributed platforms supported: AIX 5.1 with program temporary fix (PTF) U plus maintenance 4 AIX 5.2 with PTF U plus maintenance 1 and automated program analysis report (APAR) IY44183 Solaris 8 Solaris 9 with patch cluster dated July 2003 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: IBM United States IBM is a registered trademark of International Business Machines Corporation

6 HP-UX 11i with June 2003 quality pack Windows 2000 Server with service pack 4 (supported for 32 bit kernel only) Windows 2000 Advanced Server with service pack 4 (supported for 32 bit kernel only) Windows 2003 Standard Edition Windows 2003 Enterprise Edition Linux platforms supported: Red Hat Advanced Server 2.1 UnitedLinux 1.0 (SLES 8) with service pack 3 on xseries, iseries, pseries, and zseries Red Hat Enterprise Linux (RHEL) 3.0 with update 1 on xseries, iseries, pseries, and zseries Databases supported IBM DB2 7.1 (z/os only) 1 IBM DB2 UDB 7.2 with fix pack 10a (included) IBM DB2 UDB 8.1 with fix pack Tivoli Data Warehouse 1.2 supports IBM DB2 7.1 on z/os only. 2 IBM DB2 UDB 8.1 is only supported for IBM Tivoli Service Level Advisor databases, not for Tivoli Data Warehouse databases. Web browsers supported Microsoft Internet Explorer 6.0 with service pack 1 plus MS Mozilla 1.4 and 1.6 Web Application Servers supported IBM WebSphere Application Server 5.1 (included) V , or 5.1.1, required for RHEL 3.0 or non-english environment IBM WebSphere Application Server Packaging V required for non-english environment Planning information IBM Tivoli Service Level Advisor V2.1 is distributed with: International Program License Agreement (Z ) License Information Document CD-ROMs Publications (refer to the Publications section) Security, auditability, and control IBM Tivoli Service Level Advisor V2.1 uses the security and auditability features of the operating system software. The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities. Ordering information This product is only available via Passport Advantage. It is not available as shrinkwrap. Product information Licensed function title Product group Product category Tivoli Service Business Service Tivoli Service Level Advisor Management Level Advisor Passport Advantage customer: Media pack entitlement details Customers with active Maintenance or Subscription for the products listed below are entitled to receive the corresponding media pack. Entitled maintenance Media packs Part offerings description description number Tivoli Service Level IBM Tivoli Service BJ09DML Advisor Processor Level Advisor Multi V2.1 ML Tivoli Service Level IBM Tivoli Service BJ09DML Advisor Value Units Level Advisor zseries Multi V2.1 ML Tivoli Service Level IBM Tivoli Service BJ09DML Advisor Processor Level Advisor zlinux Multi V2.1 ML Tivoli Service Level IBM Tivoli Service BJ09DML Advisor TMP Level Advisor Multi V2.1 ML New licensees: Orders for new licenses will be accepted now. Shipment will begin on the planned availability date. License transferability: Charge units are product specific and may not be transferred to another product. Note: There is no transferability in licensing between platforms for end-to-end products where pricing on the zseries platform is based on MSUs and pricing on other platform servers is per processor. IBM Tivoli Enhanced Value-Based Pricing IBM Tivoli software products are priced using IBM Tivoli Enhanced Value-Based Pricing. The Enhanced Value-Based Pricing system is based upon the IBM Tivoli Environment-Managed Licensing Model, which uses a managed-environment approach whereby price is determined by what is managed rather than the number and type of product components installed. For example, all servers monitored with IBM Tivoli s Monitoring product (IBM Tivoli Monitoring) require entitlements sufficient for those servers. Other IBM Tivoli products may manage clients, client devices, agents, network nodes, or other items, and are licensed and priced accordingly. Unlike typical systems management licensing models that require entitlements of specific software components to specific systems, the IBM Tivoli Environment-Managed Licensing Model provides the customer flexibility to deploy its IBM Tivoli software products within its environment in a manner that can address and respond to the customer s evolving architecture. That is, as the architecture of a customer s environment changes, the customer s implementation of IBM Tivoli software can be altered, as needed, without affecting the customer s

7 license requirements (as long as the customer does not exceed its entitlements to the software). Under Enhanced Value-Based Pricing, licensing and pricing of server-oriented applications are determined based upon the servers use in the customer s environment. Typically, such applications are licensed and priced in a manner that corresponds to each installed and activated processor of the server managed by the IBM Tivoli application to help correlate price to value while offering a simple solution. Where a server is physically partitioned, this approach is modified. This partitioning technique is the approach used with systems that have either multiple cards or multiple frames, each of which can be configured independently. For servers capable of physical partitioning (for example, IBM s pseries Scalable POWERparallel Systems servers, Sun Ultra servers, and HP Superdome servers), entitlement is required for each processor in the physical partition being managed by the IBM Tivoli application. For example, assume that a server has 24 processors installed in aggregate. If this server is not partitioned, entitlements are required for all 24 processors. If, however, it is physically partitioned into three partitions each containing eight processors, and IBM Tivoli products were managing only one of the three partitions, then entitlement would be required for the eight processors on the physical partition managed by the IBM Tivoli application. For servers with virtual or logical partitions, entitlement is required for all installed and activated processors on the server. For each IBM Tivoli application managing a clustered environment, licensing is based on the cumulative number of installed and activated processors on each server in the cluster. Where the cluster includes physically partitioned servers, the considerations described above concerning physically partitioned servers apply as well. Enhanced Value-Based Pricing recognizes the convergence of RISC/UNIX and Microsoft Windows/Intel technologies, in order to simplify the customer s licensing requirements, and to provide a smoother, more scalable model. Pricing and licensing does not differentiate between non-zseries server platforms or operating systems. For some products, this platform neutrality extends to zseries and other host servers as well. IBM Tivoli Enhanced Value-Based Pricing terminology definitions Client device or client A client device is a computer system that requests the execution of a set of commands, procedures, or applications from another computer system that is typically referred to as a server. Multiple client devices may share access to a common server. A client device generally has some processing capability or is programmable to allow a user to do work. Examples include, but are not limited to, notebook computers, desktop computers, desk side computers, technical workstations, appliances, personal digital assistants, automated teller machines, point-of-sale terminals, tills and cash registers, and kiosks. Millions of service units (MSU) An MSU is defined as millions of Central Processing Unit (CPU) service units per hour; the measure of capacity used to describe the computing power of the hardware processors on which S/390 or zseries software runs. Processor MSU values are determined by the hardware vendor, IBM, or Software Compatible Vendors (SCVs). For those products that have a zseries component where the scaling metric is MSUs, the standard IBM Parallel Sysplex license charge (PSLC) model applies with regard to the price/performance improvements on coupled systems. For more detailed information about zseries software pricing, go to Web site /library/refguides/sw_pricing.html Network node or node Network nodes include routers, switches, hubs, and bridges that contain a network management agent. A single Network Node may contain any number of interfaces or ports. Partitions A server s resources (CPU, memory, I/O, interconnects, and buses) may be divided according to the needs of the applications running on the server. This partitioning can be implemented with physical boundaries (Physical Partitions) or logical boundaries (Logical Partitions). Physical Partitions are defined by a collection of processors dedicated to a workload and can be used with systems that have either multiple cards or multiple frames, each of which can be configured independently. In this method, the partitions are divided along hardware boundaries and processors, and the I/O boards, memory, and interconnects are not shared. Logical Partitions are defined by software rather than hardware and allocate a pool of processing resources to a collection of workloads. These partitions, while separated by software boundaries, share hardware components and run in one or more physical partitions. Port A port is the physical connection between a device and the network. Processor A processor is a functional unit in a computer that interprets and executes instructions. A processor consists of at least an instruction control unit and an arithmetic and logic unit. One or more physical processors may be resident on a single chip. For multi-processor chips, each processor is counted separately. Server A server is a computer system that executes requested procedures, commands, or applications to one or more clients and/or other devices over a network. Examples include, but are not limited to, file servers, print servers, mail servers, database servers, application servers, and Web servers. Standby or backup systems For programs running or resident on backup machines, IBM defines three types of situations: cold, warm, and hot. In the cold and warm situations, a separate entitlement for the copy on the backup machine is normally not required and typically no additional charge applies. In a hot backup situation, the customer needs to acquire another license or entitlements sufficient for that server. All programs running in backup mode must be under the customer s control, even if running at another enterprise s location

8 As a practice, the following are definitions and allowable actions concerning the copy of the program used for backup purposes: Cold A copy of the program may reside for backup purposes on a machine as long as the program is not started. There is no additional charge for this copy. Warm A copy of the program may reside for backup purposes on a machine and is started, but is idling, and is not doing any work of any kind. There is no additional charge for this copy. Hot A copy of the program may reside for backup purposes on a machine, is started, and is doing work. The customer must acquire a license or entitlements for this copy and there will generally be an additional charge. Doing work includes, for example, production, development, program maintenance, and testing. It also could include other activities such as mirroring of transactions, updating of files, synchronization of programs, data or other resources (for example, active linking with another machine, program, database, or other resource, and so on), or any activity or configurations that would allow an active hot switch or other synchronized switch over between programs, databases, or other resources to occur. In the case of a program or system configuration that is designed to support a high availability environment by using various techniques (for example, duplexing, mirroring of files or transactions, maintaining a heartbeat, active linking with another machine, program, database or other resource, and so on), the program is considered to be doing work in the hot situation, and a license, or entitlement must be purchased. Value Units A Value Unit is a metric used to compute license quantities, is program specific, and is typically only used on products managing zseries systems. Product Web site A complete list of products and licensing documents is available at Web site Passport Advantage (PA) Through the PA Agreement, customers may receive discounted pricing based on their total volume of eligible products, across all IBM brands, acquired worldwide. The volume is measured by determining the total PA points value of the applicable acquisitions. Passport Advantage points are only used for calculating the entitled PA discount. To determine the required Tivoli product configuration under PA, the Tivoli Enhanced Value-Based Pricing Model applies. The customer s environment is evaluated on a per-product basis. Use the following two-step process to determine the total PA points value : 1. Analyze the customer environment to determine the number of charge units for a product. The quantity of each product s part numbers to be ordered is determined by that analysis. 2. Order the PA part numbers. A PA point value, which is the same worldwide for a specific part number regardless of where the order is placed, is assigned to each Tivoli product part number. The PA point value for the applicable part number, multiplied by the quantity for that part number, will determine the PA points for that Tivoli product part number. The sum of these PA points determines the PA points value of the applicable Tivoli product authorizations which then may be aggregated with the point value of other applicable PA product acquisitions to determine the total PA points value. The discounted pricing available through PA is expressed in the form of Suggested Volume Prices (SVPs), which vary depending on the SVP level. Each SVP level is assigned a minimum total PA point value, which must be achieved, in order to qualify for that SVP level. Media packs and documentation packs do not carry PA points and are not eligible for SVP discounting. For additional information on PA, refer to Web site The following PA part number categories may be available for ordering: License and Software Maintenance 12 months This is the product authorization with maintenance for 12 months. Annual Software Maintenance Renewal This is the maintenance renewal for an additional 12 months when a customer renews their existing coverage period prior to the date at which it expires. Software Maintenance Reinstatement 12 months This is for customers who have allowed their Software Maintenance to expire, and later wish to reinstate their Software Maintenance. Media packs These are the physical media, such as CD-ROMs, that deliver the product s code. Documentation packs These contain printed documentation, such as the User s Guide and Release Notes. Pricing model example IBM Tivoli Service Level Advisor The customer s overall network environment includes: Distributed Servers Twenty uniprocessors Sixty-five 2-way servers Twelve 4-way servers One 8-way servers One 12-way server with two virtual or logical partitions One 14-way server One 16-way Sun Ultra server with two 8-way physical partitions (only one of which is managed by IBM Tivoli applications) One 24-way server

9 The customer wants to manage to committed service levels across all of its distributed servers, and must obtain the following entitlements: Quantity in Processor Systems customer entitlements managed environment required Uniprocessor way way way way 1 12 (two logical partitions) 14-way way 1 8 (two physical partitions, one of which is managed by IBM Tivoli applications) 24-way 1 24 Total Processor 264 Entitlements Value Units for zseries MSU Table (Value Unit Exhibit VUE020) Product Base name MSU MSU MSU MSU MSU IBM Tivoli Service Level Advisor MSU-based ordering example The total number of Value Units is calculated according to the following example. If the customer has installed 1,500 MSUs, the applicable Value Units would be: Value Units/ Value MSUs MSU Units Base Tier A Tier B Tier C Tier D 1, Total 1, When calculating the total number of Value Units, the sum is to be rounded up to the next integer. In the above example, required Value Units are 61. Ordering information for Passport Advantage Passport Advantage allows you to have a common anniversary date for Software Maintenance renewals, which can simplify management and budgeting for eligible new versions and releases (and related technical support) for your covered products. The anniversary date, established at the start of your Passport Advantage Agreement, will remain unchanged while your Passport Advantage Agreement remains in effect. New software purchases will initially include twelve full months of maintenance coverage. Maintenance in the second year (the first year of renewal) can be prorated to be coterminous with your common anniversary date. Thereafter, all software maintenance will renew at the common anniversary date and include twelve full months of maintenance. Refer to the IBM International Passport Advantage Agreement and to the IBM Software Maintenance Handbook for specific terms relating to, and a more complete description of, technical support provided through Software Maintenance. The quantity to be specified for the Passport Advantage part numbers in the following table is per processor and per number of required Value Units. To order for Passport Advantage, specify the desired part number and quantity. Description Service Level Advisor Processor zlinux SW Maintenance Reinstatement 12 Months Service Level Advisor Processor zlinux SW Maintenance Annual Renewal Service Level Advisor Processor zlinux License & SW Maintenance, 12 Months Service Level Advisor Value Units zseries SW Maintenance Reinstatement, 12 Months Service Level Advisor Value Units zseries SW Maintenance Annual Renewal Service Level Advisor Value Units zseries License & SW Maintenance, 12 Months Tivoli Service Level Advisor Per Processor SW Maint Reinstate, 12 Mon Tivoli Service Level Advisor Per Processor Annual SW Maint Renewal Tivoli Service Level Advisor Per Processor License & SW Maint, 12 Mon Part number D54CELL E01IELL D54CDLL D54CGLL E01IFLL D54CFLL D513CLL E00A0LL D513ALL To order a media pack for Passport Advantage, specify the part number in the desired quantity from the following table: Description Service Level Advisor Windows 2000, Linux, AIX V5 V2.1.0 ML Part number BJ09DML IBM Tivoli Service Level Advisor V2.1 is also available via Web download from Passport Advantage. Withdrawal of Passport Advantage part numbers IBM will withdraw from marketing the following parts licensed under the IBM International Program License Agreement (IPLA) on the withdrawal date specified. Program Part name/description number Withdrawal date IBM Tivoli Service D521TLL January 11, 2005 Level Advisor TMP for zseries V1.2 License and SW Maintenance 12 Months IBM Tivoli Service E00MGLL January 11, 2005 Level Advisor TMP for zseries V1.2 SW Maintenance Annual Renewal

10 Program Part name/description number Withdrawal date IBM Tivoli Service D521VLL January 11, 2005 Level Advisor TMP for zseries V1.2 SW Maintenance Reinstatement 12 Months IBM Tivoli Service ASQ15LL January 11, 2005 Level Advisor Processor Day OOCoD Temporary Use Charge Software Maintenance Software Maintenance is included with each product authorization acquired. Software Maintenance provides an easy and effective way by which you have access, during the coverage period, to eligible new versions and releases and to remote technical support for your covered products. The technical support included in Software Maintenance provides remote support during normal business hours in your country or location as well as access to escalation management 24 hours a day, 7 days a week, for mission-critical (Severity 1) problems. With Software Maintenance, you receive the following technical support benefits: Telephone access and/or electronic access via the Web to an IBM Customer Support Center. Support for routine, short duration installation and usage (how-to) questions, and code-related problems. Support during normal country business hours, namely prime shift hours, Monday through Friday, excluding national or statutory holidays. Support for mission-critical (Severity 1) problems during non-prime shift hours, namely all hours outside normal country business hours including national and/or statutory holidays. Two-hour response-time objective during prime shift for voice and electronic submission. The response objective for critical/emergency problems during offshift is also two hours. Access to hints, tips, and frequently asked questions. Access to escalation management 24 hours a day, 7 days a week. Open Authorized Technical Caller list to submit problems to IBM Support Centers on your behalf. Open to any number of technical specialists within your IS organization. Each caller must be registered through the IBM problem submission Web site in order to submit problems. Problem submission is handled by the Site Technical Contact as listed on the Passport Advantage enrollment form. ecare for Software is an initiative designed to enhance your electronic support experience by providing the following advantages: Single view of IBM distributed software that includes easy/integrated access to the following information and functions: -- Marketing -- Technical -- Developer -- Business Partner -- IBM Services -- Downloads Comprehensive electronic (via the Web) self-help capabilities available 24 hours a day, 7 days a week. Advanced search capabilities. A single interface to the IBM problem submission/management system for IBM distributed software. Software Maintenance renewals offer you favorable pricing to continue your coverage without interruption. Passport Advantage allows you to have a common anniversary date for Software Maintenance renewals, which can simplify management and budgeting for eligible new versions and releases (and related technical support) for your covered products. The anniversary date, established at the start of your Passport Advantage Agreement, will remain unchanged while your Passport Advantage Agreement remains in effect. New software purchases will initially include twelve full months of maintenance coverage. Maintenance in the second year (the first year of renewal) can be prorated to be coterminous with your common anniversary date. Therefore, all software maintenance will renew at the common anniversary date and include twelve full months of maintenance. Refer to the IBM International Passport Advantage Agreement and to the IBM Software Maintenance Handbook for specific terms relating to, and a more complete description of, technical support provided through Software Maintenance. Terms and conditions Agreement: IBM IPLA, IBM International Passport Advantage Agreement (PAA), and an IBM International Passport Advantage Agreement Enrollment Form Transferable: Yes, except for programs acquired at a discount or allowance Limited warranty applies: Yes Guarantee: 30 day money-back guarantee applies the first time you license the IBM program Usage restriction: Yes. Usage is limited to the quantity of processors licensed and the quantity of value units licensed. Volume offering (IVO): No Upgrade protection applies: Covered as long as Software Maintenance is in effect Educational allowance available: No. Special education prices are available to qualified customers through Passport Advantage. Licensed program materials availability Restricted materials of IBM: None Non-restricted source materials: None Object code only (OCO): All

11 Maintenance applies Software Maintenance under Passport Advantage: Yes Complementary introductory support: Not available Software Maintenance and end of support (EOS) Software Maintenance for an IBM Tivoli program is one year from the date IBM or your Business Partner makes the program available to you. EOS for programs or versions/releases of programs will be announced 12 months prior to the effective date. Support Center applies: Yes Access is available through the IBM Support Center, Support Web site for problem reporting /probsub.html IBM Operational Support Services SoftwareXcel: No IBM Software Support Guide: A document that provides guidelines and reference materials for IBM service and support. Refer to /handbook.html Product Web site A complete list of products and licensing documents is available at Web site IBM Electronic Services IBM Global Services has transformed its delivery of hardware and software support services to put you on the road to higher systems availability. IBM Electronic Services is a Web-enabled solution that provides you with an exclusive, no-additional-charge enhancement to the service and support on the IBM. You should benefit from greater system availability due to faster problem resolution and pre-emptive monitoring. IBM Electronic Services is comprised of two separate but complementary elements: IBM Electronic Services news page and IBM Electronic Service Agent. IBM Electronic Services news page provides you with a single Internet entry point that replaces the multiple entry points traditionally used by customers to access IBM Internet services and support. By using the news page, it enables you to gain easier access to IBM resources for assistance in resolving technical problems. The IBM Electronic Service Agent is no-additional-charge software that resides on your IBM system. It is designed to proactively monitor events and transmit system inventory information to IBM on a periodic customer-defined timetable. The IBM Electronic Service Agent tracks system inventory, hardware error logs, and performance information. If the server is under a current IBM maintenance service agreement or within the IBM Warranty period, the Service Agent automatically reports hardware problems to IBM. Early knowledge about potential problems enables IBM to provide proactive service that maintains higher system availability and performance. In addition, information collected through the Service Agent will be made available to IBM service support representatives when they are helping answer your questions or diagnosing problems. To learn how IBM Electronic Services can work for you, visit Web site Prices To order, contact the Americas Call Centers, your local IBM representative, or your IBM Business Partner. To identify your local IBM Business Partner or IBM representative, call 800-IBM-4YOU ( ). Passport Advantage For Passport Advantage information and charges, contact your IBM representative or authorized IBM Business Partner. For additional information about the Passport Advantage offering, visit Web site Order now To order, contact the Americas Call Centers, your local IBM representative, or your IBM Business Partner. To identify your local IBM representative or IBM Business Partner, call 800-IBM-4YOU ( ). Phone: 800-IBM-CALL ( ) Fax: 800-2IBM-FAX ( ) Internet: ibm direct@vnet.ibm.com Mail: IBM Americas Call Centers Dept: IBM CALL, 11th Floor 105 Moatfield Drive North York, Ontario Canada M3B 3R1 Reference: SE001 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 iseries, Tivoli Enterprise, and Electronic Service Agent are trademarks of International Business Machines Corporation in the United States or other countries or both. Tivoli, AIX, pseries, the e-business logo, RS/6000, Netfinity, xseries, zseries, AS/400, DB2, z/os, WebSphere, Passport Advantage, POWERparallel, S/390, Parallel Sysplex, and eserver are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Intel and Pentium are trademarks of Intel Corporation. Microsoft and Windows are trademarks of Microsoft Corporation. UNIX is a registered trademark of the Open Company in the United States and other countries. Linux is a 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