blue-tri-color-logo §Petr Habarta §SSO+DCS MU FIT SSO and DCS IBM-logo-50-black About lector •Dr. Ing. Petr Habarta, Ph.D. •11 years spent on multiple universities •Over 8 years in IBM •Positions - started as 1st level technician, 2nd level production control, incident coordinator, shift leader, senior incident manager •In IBM organization GTS division – service management •Problem manager with focus on strategic data centers •Lector of Service Management University •Experience in IT and computers 30 years (13 years as professional, before it was only hobby) IBM-logo-50-black Agenda •SSO •DCS •1st level support – Command Center •2nd level and 3rd level •Ticket and ticketing tools •Monitoring •Tivoli infrastructure • IBM-logo-50-black IT infrastructure management •SSO •DCS •NSD • IBM-logo-50-black 5 SSO pro FI MU 5/3/2016 SSO – System Server Operation •Managing IT infrastructure •Managing and maintenance of customer servers – remotely (server monitoring) •Coverage of functions and availability of servers •Backups and data restores •Applications § § § § A pot file is a Design Template file, which provides you the “look” of the presentation §You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. §Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. §You can switch between black and white background by navigating to that pot file and click on Apply. §Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template §Start a new presentation as Blank Presentation §You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. §Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. §Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master §You switch to the Slide Master view by View > Master > Slide Master. §Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. §Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. §Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer •Suggested footer on all pages including Title Page: Presentation Title | Confidential •Date and time field can be fixed, or Update automatically. It appears to the right of the footer. •Slide number field can be turned on as well. It appears to the left of the footer. IBM-logo-50-black 6 SSO pro FI MU 5/3/2016 DCS – Desktop Client Support •2nd level helpdesk •Image services •Managing of issues •Coordination of installations, changes etc. (SCCM services) •Disaster recovery – backups & restores •Centralized support of end user stations § IBM-logo-50-black 7 SSO pro FI MU 5/3/2016 Structure of SSO •1st level support •Monitoring team •Basic and simple tasks •2nd level support •Managing more complex issues (installation, patching, changes etc.) •Application management •Divided based on theirs specialization – Windows, Unix, DB, Storage etc. •3rd level support •Masters of their specialization •“Top guns” used for most critical and complex issues • • § § IBM-logo-50-black 8 SSO pro FI MU 5/3/2016 1st level support – Command Center •Members - operators •Monitoring 24/7 – OS, Applications, Backups, Profiles (ID’s) etc. •Solving basic/simple issues •Assigning more complex issues to proper resolver for example: –NSD – network issues –OSS – on site support – physical check of server –CSC – transfer requests from CC to end-users/customer –UAR – management of profiles, IDs and passwords § – – IBM-logo-50-black 9 SSO pro FI MU 5/3/2016 2st + 3rd level support •2st level support •Members - Specialist •Based on their specialization – Wintel, Unix, ERP, Databases, AHS, Storage, Security, Network etc. •Working mainly 24/7 •Solving more complex issues (installations, patching, managing of OS etc.) •3rd level support •Members - Experts (SME) •Last instance which solve the issue •Most complex, critical and difficult issues •Assist to architects with new projects and designs – • § – – IBM-logo-50-black 10 SSO pro FI MU 5/3/2016 Ticket tools •Ticket is record (evidence & protocol) in ticketing tool – Basic communication tool •Different tools – Maximo, Remedy, Manage now, AOTS, HPSM etc. •1 record = 1 ticket •Advantages – every record is unique, simple escalation, recorded all activities and steps done • IBM-logo-50-black 11 SSO pro FI MU 5/3/2016 Ticket tools eESM IBM-logo-50-black 12 SSO pro FI MU 5/3/2016 Monitoring - Tivoli •Tivoli is IBM product •Set of tools with many features •One of them is monitoring of OS, SW, HW, NSD etc. § IBM-logo-50-black 13 SSO pro FI MU 5/3/2016 Tivoli monitoring infrastructure IBM-logo-50-black 14 SSO pro FI MU 5/3/2016 Tivoli Enterprise Console - TEC IBM-logo-50-black 15 SSO pro FI MU 5/3/2016 Netcool monitoring tool IBM-logo-50-black 16 SSO pro FI MU 5/3/2016 Tivoli features •TEC – Tivoli Enterprise Console •TSM – Tivoli Storage Manager •TWS – Tivoli Workload Scheduler •Tivoli Configuration Manager •Tivoli License Manager •Tivoli Acces Manager IBM-logo-50-black 17 Used shortcuts §IBM = International Business Machines §CIC = Client Innovation Center §GSDC = Global Services Delivery Center §SSO = Server System Operation §DCS = Desktop Client Support §HW = Hardware §SW = Software §OS = Operating System §SLA = Service Level Agreement §IT = Information Technologies §SNMP = Simple Network Management Protocol §TCP/IP = Transmission Control Protocol/ Internet Protocol §OSS = On Site Support § § § §ERP = Enterprise Resource Planning §PC = Personal Computer §CC = Command Center §HD = HelpDesk §TEC = Tivoli Enterprise Console §OSS = On Site Support §RSA = Remote Supervisor Adapter §LAN = Local area network §WAN = Wide area network §TMR = Tivoli Management Region §lcfd = Lightweight Client Framework Daemon §SME = Service Matter Expert IBM-logo-50-black 18 SSO pro FI MU 5/3/2016 Questions ? question_mark IBM-logo-50-black Links and materials •http://www-03.ibm.com/ibm/history/documents/index.html •http://www-03.ibm.com/systems/i/