SSR Hand Book

SSR Handbook
SSR Handbook
V1.0
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MASSR
SSR
SSR
SSR
2006
IBMIBM
IBM
SSR
SSR HandbookSSR
SSRProfessional
RoadmapIBM
SSR
SSR
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SSR Handbook................................................................................................................................... 1
MAP of the Document ........................................................................................................................ 9
Chapter1: SSR
................................................................................................................. 10
1. SSR Job Role
............................................................................................................... 10
1.1 System Services Representative - Entry..................................................................... 10
1.2 Systems Services Representative - Base ....................................................................11
1.3 Systems Services Representative - Account............................................................... 13
1.4 System Services Representative - Advisory................................................................ 15
1.5 Systems Services Representative - Senior ................................................................. 17
2. Skill Roadmap ....................................................................................................................... 18
2.1 System z SSR Skill Roadmap............................................................................................. 19
2.2 System p SSR Skill roadmap.............................................................................................. 21
2.3 System i SSR Skill Roadmap ............................................................................................. 22
Chapter 2:
MES(
) ................................................................................................... 25
1
....................................................................................................................... 25
1.1
IR(Installation Request)........................................................................ 25
1.2
....................................................................................................... 25
1.3
............................................................................................................... 26
1.4
......................................... 27
1.5
EC(Engineering Change)......................................................................... 27
1.6
PMH .................................................................................................................... 27
1.7
...................................................................................................................... 27
1.8
............................................................................................................................. 28
1.9
............................................................................................................... 28
2
....................................................................................................................... 29
2.1
............................................................................................................... 29
2.2
........................................................................................................... 29
2.3
................................................................................. 29
2.3.1
DOA Claim .................................................................................. 30
2.3.2
New Parts Defective ................................................................... 30
3
....................................................................................................................... 30
3.1
............................................................................................................... 30
3.2
.................................................................................................... 30
3.3
...................................................................................................................... 30
3.4
PCI .................................................................................................................. 31
3.5
........................................................................................................... 31
3.6
....................................................................................................... 31
3.7
............................................................................................................... 31
3.8
.................................................................................................... 32
3.9
........................................................................... 32
3.10
MES .................................................................................................................. 32
3.11 EC .............................................................................................................................. 32
3.12
..................................................................................................................... 32
3.13 HMC
........................................................................................................... 33
4.
........................................................................................................................ 33
5.
................................................................................................................. 33
5.1
..................................................................................................... 33
5.2
.................................................................................................... 33
5.3
.................................................................................................... 33
5.4
......................................................................................... 33
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5.5
ITC(
) ........................................................................................... 34
5.6
...................................................................................................................... 34
Chapter 3:
................................................................................................................. 35
1.
:....................................................................................................................... 35
1.1
Dispatcher Call .................................................................................... 35
1.2
................................................................................................ 36
1.3
Call Center
RCMS Call
....................................................................... 37
1.4
............................................................................................................... 38
1.5 Repeat call ................................................................................................................... 39
1.6
...................................................................................................................... 41
1.7 Long Resolution time
DISK CRASH ................................................................. 42
1.8 CARE CALL ................................................................................................................. 42
1.9 EPSA / PM ................................................................................................................... 43
1.10 call ......................................................................................................................... 43
2.
.......................................................................................................................... 44
2.1
................................................................................................................... 44
2.2 TSG Control Criteria .................................................................................................... 44
2.3
............................................................................................................... 45
2.4
............................................................................................ 45
2.5
(New Parts Defective)................................................................................. 45
2.6 WPPL (Worldwide Product Parts Lookup)................................................................... 46
2.7 Parts Substitution handling policy................................................................................ 46
3
................................................................................................................... 49
4. Fixes
...................................................................................................................... 49
4.1
Fix
........................................................................................................ 49
4.2
Fix
.......................................................................................... 50
4.3
Fixes.............................................................................................. 50
4.4 Action Items ................................................................................................................. 52
4.5 Fixes
......................................................................................................... 52
4.6 EC
HMC
................................................. 53
4.7
...................................... 57
Chapter 4:
................................................................................................................. 59
1.
........................................................................................................................ 59
1.1
....................................................................................................... 59
1.2
....................................................................................................... 60
1.3 AIX L1.5 CAG TSG
......................................................................... 60
1.4
Support
............................................................................................ 61
2. RETAIN
......................................................................................................................... 62
2.1
PMR Queue..................................................................................................... 62
2.2 PMR Severity
................................................................................................... 62
2.3 PMR Update
............................................................................................. 62
2.4 PMR
................................................................................................... 63
2.5
PMR Requeue PMR
............................................................................... 63
2.6 System p
PMR
................................................................... 63
3. CritSit..................................................................................................................................... 64
3.1 CritSit
............................................................................................................ 64
3.2
CritSit: ............................................................................................... 64
3.3
CritSit......................................................................................... 64
3.4
Proactive CritSit .............................................................................................. 65
3.5 S1P1 PMR CritSit
........................................................................................ 65
3.6 CritSit Team Member and Measurement for Success................................................. 66
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3.7 Roles and Responsibilities in the Process .................................................................. 66
4. Change Review Procedure ................................................................................................... 68
4.1 Who should use this document ................................................................................... 68
4.2 Overview ...................................................................................................................... 68
4.3 Change Review Scope ................................................................................................ 71
4.4 Change review board setup......................................................................................... 72
4.5 Change Process Roles and Resposibilities................................................................. 73
4.6 Change Management Procedure ................................................................................ 73
4.7 Change Review Teamroom format .............................................................................. 77
4.8 Change Review Processes ......................................................................................... 79
Chapter 5:
........................................................................................................................ 82
1
................................................................................................................... 82
1.1
........................................................................................................... 82
1.2
............................................................................................................... 82
1.3
............................................................................................................... 83
2. Account Support Plan ........................................................................................................... 83
3. Complaint Management........................................................................................................ 84
3.1 Why Complaint Management is Important .................................................................. 84
3.2 What is a Complaint..................................................................................................... 84
3.3
................................................................................................ 84
3.4
........................................................................................................... 85
3.5 Complain Handling Process ........................................................................................ 86
4. VIP Account DB .................................................................................................................... 87
Chapter 6:
........................................................................................................................ 89
1.
............................................................................................................................... 89
2. MA(Maintenance Agreement)
......................................................................... 89
3. MTS non_MA
......................................................................................................... 90
4.
............................................................................................................................ 92
5. Menual Insert
................................................................................................................ 93
6.
Mix-level MA contract................................................................................................... 93
7. EOS
................................................................................................. 94
8.
.................................................................................................................... 95
9. PERCALL
.............................................................................................................. 95
Chapter 7: Time Reporting ............................................................................................................... 98
1. Overview ............................................................................................................................... 98
2. Service Code
................................................................................................................ 99
2.1 Hardware related activities .......................................................................................... 99
2.2 Software related activities............................................................................................ 99
2.3 Services / Projects related activities.......................................................................... 100
2.4 Available time............................................................................................................. 100
2.5 Non-available time ..................................................................................................... 101
2.6 SSR Time Report
................................................................................... 101
2.7
Time Report ............................................................................................... 101
2.8
Service Code
........................................................................................ 103
Chapter 8 Measurements .............................................................................................................112
1 SQI ..............................................................................................................................112
1.1 SQI
......................................................................................................................112
1.2 SQI
..............................................................................................................112
1.3 SQI
...........................................................................................................113
1.4 SQI mesurement.........................................................................................................113
2. Score Card....................................................................................................................113
..................................................................................................................................................115
Fixes Management Process ....................................................................................................115
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Tracking & Escalation Process ................................................................................................116

System p
........................................................................................................118
Account Support Plan Sample ................................................................................................ 123
Content Oweners
Chapter 1 SSR
Chapter 2
MES
Overall
System z SSR Skill Roadmap
System i SSR Skill Roadmap
System p SSR Skill Roadmap
Overall
Call

Fixes
Overall
Chapter 4
RETAIN
Change Review Process
Overall
Chapter 5
VIP Account DB
Overall
Chapter 6
Overall
Sammy Kowk
Jenny Jin
Kenvy Hu
H.C HSU
H.C HSU
Clearance Wong
Paul Chen
Zhao Zheng
Alan Tu
Zhao Zheng
Zhu Shan
Zhao Zheng
Overall
SQI
Kenvy Hu
Sammy Kowk
Chapter 3
Chapter
Reporting
Time
Chapter 8 Measurement
Fredie Sun
Zhao Zheng
Li Shuang
Paul Chen
Paul Chen
Note: Oweners need to review and update the content quarterly.
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MAP of the Document
Service Delivery
Installation
EOS
Warranty / MA / Percall
MA Oppty &
Contract
Mgmt
Chapter 6
Installation
Chapter 2
Entitlement &
Dispatching
Process
Chapter 3
Service
Delivery
Chapter 3
End Of
Service
Chapter 6
Parts
Usage &
Return
Chapter 3
SSR Skill Management Chapter 1

Technical Support Structure Chapter 4
Account
P9. Cust
Management
Sat management
Chapter 5
Time Reporting Chapter 7
SSR Performance Measurement Chapter 8
Note: GTS had passed ISO 9001:2000 Certification. Most of the processes covered in this
handbook have standard ISO documents. For detail about ISO documents, please contact
ISO co-ordinator.
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Chapter1: SSR
1. SSR Job Role
1.1 System Services Representative - Entry
1.1.1 Position Concept

The Systems Services Representative - Entry (Enterprise Environment) is primarily

responsible to perform post sale maintenance and services for IBM and other vendor
equipment at IBM customer locations. Acts as a technical interface to customers for hardware
support and the delivery of operational services as required by the customer. Performs
technical service and/or post sale support for hardware. Performs services activities including
systems assurance, installation team, account management, basic problem determination,
discontinuance and relocation for IBM and non-IBM systems. Using established and varied
techniques and procedures, performs problem determination and problem solving to resolve
customer hardware and software operational situations.
Possesses the knowledge and training necessary to perform as an electronics technician prior
to becoming an SSR. The position requires a comprehensive knowledge of electronics, good
mechanical aptitude, and the ability to properly use tools and test equipment. Both written and
spoken communication skills are a position requirement, as is the ability to follow written or
spoken directions and to provide information to others in a clear and concise manner.
Has a basic understanding of and is able to articulate IBM's technical support delivery
methodology, particularly as it relates to base and enhanced support.
Assumes additional responsibilities as assigned.
1.1.2 Skills
Environment:
Applies specialized technical training, experience and knowledge to assist customers.
Demonstrates required proficiency in general technical skills and specific
product/systems/services skills for this position.
Communication/Negotiation:
Maintains businesslike communications, conduct and appearance, and otherwise
demonstrates a courteous, positive and professional attitude at all times.
Communicates with IBM management and/or team members on a timely basis to inform
regarding status of work, of potential or existing problems, and to seek advice and
assistance.
May require assistance from more experienced personnel on more complex hardware
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maintenance and/or IMAC services activities.

Provides assistance to others with less experience.
Works with others to exchange general business and customer technical information.
Problem Solving
Performs a full workload of complex technical services to IBM customers including on-site
maintenance and repair, equipment relocation, discontinuance and modification,
system/network reconfiguration and installation planning. Makes appropriate use of
reference publications, support centers and diagnostic aids.
Performs problem determination utilizing the standard maintenance package, diagnostics,
reference documentation, services aids, tools and test equipment . Diagnoses equipment
malfunctions. Corrects failures in IBM and selected non-IBM equipment by making
necessary repairs and/or parts replacement, verifies correct operation and communicates
repair status to the customer. Makes appropriate use of reference publications, support
centers and diagnostic aids. Uses applications such as HONE, RETAIN and Electronic
Customer Support (ECS) to effect problem resolution.
With assistance as necessary, analyzes problems in the areas of hardware/software
installation, migration and operational services using existing techniques and tools.
May challenge the validity of and make recommendations for improving the processes
and procedures used for services delivery.
Contribution/Leadership:
Using established procedures, works on tasks individually or as part a team. May perform
as team or project leader. Contributes to projects such as installation teams, systems
assurance reviews and account planning sessions.
Operates territory efficiently and/or performs technical services in a complete, quality and
timely manner to meet customer commitments and minimize disruptions to the customer's
operation. With assistance, plans, prioritizes and schedules workload using standard
territory reports and knowledge to meet or exceed customer satisfaction objectives.
Learns the mission of their unit and helps in the identification of IBM services business
solutions when appropriate. Develops an understanding of the services business process.
Impact on Business/Scope:
Accountable for individual results and the impact on the results of their team
i.e. meets or exceeds the hardware, software, services and operational business
measurements for assigned workload and/or team.
Submits accurate and timely reports, QSARS, time cards, etc.
Meets or exceeds customer satisfaction and profit/revenue for assigned work.
For assignment and/or assigned account(s), protects install base, manages territory
expenses.
Provides recommendations that will improve revenue/expense/profit.
1.2 Systems Services Representative - Base

The Systems Services Representative - Base (Enterprise Environment) is primarily

responsible for performance of post sale maintenance of IBM and other vendor hardware and
software at customer locations. Is assigned to accounts for system support, and acts as a
technical interface to customers for hardware and software support and for the delivery of
services as required by the customer. Will spend a majority of his or her time working on
hardware related issues using problem analysis and problem solving skills for the identification
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and resolution of hardware situations in the customer environment. May assist in the
resolution of software and operational situations, as well as perform services activities
including systems assurance, installation planning, account management, systems-level
problem determination, discontinuance and relocation of IBM and non-IBM systems and
products.
In general, assumes responsibility for developing positive relationships with customer

management and staff to ensure a high level of overall customer satisfaction in all assigned
accounts. Specifically, is accountable to ensure a high level of customer satisfaction with
maintenance service delivery, technical support and operational services.
Has a significant understanding of and is able to articulate IBM's technical support delivery
methodology, particularly as it relates to base and enhanced support. Responsible for the
technical value relationship by providing technical expertise to protect revenue base and
generate new services business.
1.2.2 Skills
Environment:
Applies specialized technical training, experience and knowledge to assist customers in
the post sale support of IBM systems and equipment.
Demonstrates required proficiency in system-level technical skills for this position.
Demonstrates system-level technical and operational leadership as it applies to customer
situations with assigned maintenance and services workload. Handles customer
situations with a high level of sensitivity to customer needs, independently takes
appropriate actions, and seeks assistance as required. Informs IBM management of
developments and otherwise is accountable for customer satisfaction with the services
provided.
Has awareness of and informs customers of basic solutions and services alternatives
i.e. network management, performance and tuning and capacity planning for customer
platforms.
Challenges the validity of and makes recommendations for improving the processes and
procedures used for services delivery.
Problem Solving:
Performs a full workload of complex system-level technical services to IBM customers
including on-site maintenance and repair, equipment relocation, discontinuance and
modification, system/network reconfiguration and installation planning.
Diagnoses complex system and machine malfunctions. Corrects failures in IBM and
selected non-IBM equipment by making necessary repairs using specialized tools and
test equipment. Makes appropriate use of reference publications, support centers and
diagnostic aids. Utilizes diagnostic aids for software problem determination/problem
source identification. Uses applications such as HONE, RETAIN and Electronic Customer
Support (ECS) to effect problem resolution.
Uses technical knowledge to analyze complex system-level problems in the areas of
hardware/software installation, migration, and operational services using existing
techniques and specialized tools.
Using established procedures, works on a variety of projects and interrelated tasks such
as installation teams, systems assurance reviews and account planning sessions.
Performs as team or project leader.
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Operates assigned territory efficiently and provides high quality technical services in a
complete, quality and timely manner to meet or exceed customer commitments and
minimize disruptions to the customer's operation. Is responsible to plan, prioritize and
schedule workload using reports and territory knowledge to meet or exceed customer
satisfaction objectives.
Understands the mission of the unit and helps in the identification of IBM services
business solutions when appropriate. Understands the services business process.
Influences customers in the technical/operational arena by assuming account
representation and providing technical guidance when there is no other IBM presence
i.e. ensure the appropriate IBM resource/organization is available.
Accountable for individual or team results
i.e. meet or exceed the hardware, software, services and operational business
measurements for assigned account(s) and/or teams.
Meets or exceeds customer satisfaction and profit/revenue for assigned accounts.
For assigned account(s), protects install base, manages expense by finding ways to
improve efficiency and reduce costs. May grow revenue by convincing customers to
contract for additional operational services.
1.3 Systems Services Representative - Account

The Systems Services Representative - Account (Enterprise Environment) is primarily

responsible for the post sale maintenance of IBM and other vendor hardware and software in
customer accounts. Is assigned account-level responsibilities to provide accounts with total
account systems support. Acts as the primary technical interface to customers for hardware
and software technical and operational support, and for the delivery of services as required by
the customer. Uses advanced technical expertise to conduct problem analysis and problem
solving to identify and resolve complex system-level hardware, software and/or operational
situations across the customer account. Provides technical assistance and account
management advice to less experienced personnel. Plans for and executes hardware services
activities and assists in software services activities including systems assurance, installation
planning, account management, systems-level problem determination, installations,
discontinuance, relocation, diagnosis, etc. for IBM and non-IBM systems.
Acts as the local technical expert for complex hardware situations.
In general, assumes the responsibility for developing positive relationships with customer
management and staff to ensure a high level of overall customer satisfaction in all assigned
accounts. Specifically, ensures a high level of customer satisfaction with IBM technical
support and operational services for the customer account(s).
Has a thorough understanding of and is able to articulate IBM's technical support strategy,
particularly as it relates to base and enhanced support. Responsible for the technical value
relationship by providing expertise to protect revenue base and identify new services
opportunities.
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1.3.2 Skills
Environment:
Applies advanced training, experience and in-depth systems and account management
knowledge to assist customers in the post sale support of IBM and selected other vendor
systems and equipment.
Demonstrates required proficiency in system-level technical support and account
management skills for this position.
Demonstrates system-level technical, operational and account management leadership
as it applies to customer situations with maintenance and services workload at assigned
IBM account(s). Handles customer situations with a high level of sensitivity to customer
needs, independently takes appropriate actions, and seeks assistance as required.
Informs IBM management of developments and otherwise is accountable for customer
satisfaction with the services provided.
Gives technical advice to less experienced personnel on hardware, software, operational
and account management services activities.
Problem Solving:
Performs a full workload of complex system-level technical services to IBM customers
including on-site maintenance and repair, equipment relocation, discontinuance and
modification, system/network management, system/network reconfiguration and
installation planning.
Diagnoses complex systems malfunctions. Corrects failures in IBM and selected non-IBM
equipment by making necessary repairs using specialized and state-of-the-art tools and
test equipment. Makes appropriate use of reference publications and support centers.
Utilized diagnostic aids for software problem determination/problem source identification.
Uses applications such as HONE, RETAIN and Electronic Customer Support (ECS) to
effect problem resolution.
Recognizes, then initiates and directs, the resolution of hardware and software problems.
Invokes and utilizes IBM support structure as appropriate.
Analyzes problems in the areas of hardware/software installation, migration and
operational services using existing techniques and tools.
Provides solutions and services alternatives to customers
i.e. system/network management, performance, tuning and capacity planning for complex
customer platforms across the assigned account(s).
Challenges the validity of and recommends improvements in the technical processes and
procedures used for services delivery.
Works individually or as a team leader on projects such as the preparation and
presentation of systems assurance reviews using IBM applications for configuration,
verification and planning. Provides hardware technical leadership to department.
Operates assigned account(s) efficiently and provides high quality technical services in a
complete, quality and timely manner to meet or exceed customer commitments and
minimize disruptions to the customer's operation. Plans, prioritizes and schedules
workload and resources using territory reports and knowledge to meet or exceed
customer satisfaction objectives.
Understands the mission and vision of unit and geography and identifies IBM services
business opportunities. Understands the services business process.
Assumes account ownership when there is no other IBM presence
i.e. ensures the appropriate IBM resource/organization is available and assists the
customer in ordering additional hardware products and software maintenance including
preventative service/support activities. Provides technical advice which influences
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customers' purchase decisions.
Accountable for individual or team results
i.e. meet or exceed the hardware, software, services and operational business
measurements for assigned account(s) and/or teams.
Meets or exceeds customer satisfaction and profit/revenue for assigned account(s).
improve efficiency and reduce costs. May grow revenue year to year by influencing
customers to contract for additional maintenance and operational services.
1.4 System Services Representative - Advisory

The Systems Services Representative - Advisory (Enterprise Environment) is either the

individual contributor or small team leader who represents IBM to clients on matters
concerning the availability of their Information/Technology systems and operations in order to
meet their requirement for continuous access to their business information. Is the primary
technical interface to customers for the delivery of technical support and operational services
required by the customer.
As leader of a small team or working independently, the Advisory SSR assumes responsibility
for ensuring the effective use of the customer's IT resources. The Advisory SSR applies
creativity and judgment in
his/her approach to IT services delivery, client environment, client operations, system

configuration and systems management processes and procedures. The primary
responsibility of the Advisory SSR is to ensure that the client achieves benefit from their IT
operations.
In general, the Advisory SSR assumes total responsibility for developing positive relationships
with customer management and staff to ensure a high level of overall customer satisfaction in
all assigned accounts. Specifically, ensure a high level of customer satisfaction with technical
support and operational services.
The Advisory SSR has analytical ability and creativity in the development and implementation
of plans and solutions to client requirements and problems. The Advisory SSR is required to
have significant systems knowledge in a technology, platform or architecture. The Advisory
SSR is accountable for projects or programs involving technical or operational activities. The
Advisory SSR will, on occasion and as necessary, act as an advisor on complex system
problems guiding the use of resources in the use of defined tools processes and priorities
necessary to analyze, diagnose and implement solutions for client IT issues.
The Advisory SSR has a full understanding of and is able to articulate and educate others
about IBM's technical support strategy, particularly as it relates to base and enhanced support.
Responsible for the technical value relationship by providing expertise to protect revenue base
and generate new services business.
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1.4.2 Skills
Environment:
Possesses an understanding of IBM systems management, operational services, product
technical support functions, service delivery and offerings associated with these services
at department or functional level.
Understands the organization and policies concerning the application of this knowledge in
providing service and services solutions to clients. Demonstrates required proficiency at
this position in technical skills.
Negotiates with engagement partners and team members (vendors, subcontractors,
clients, IBMers from other functional areas) to define the approach and goals to delivery
of technical support and services.
Provides services in the areas of software installation, migration, systems management
and other systems operational services.
Problem Solving:
Using business knowledge and analytical skills independently, develops solutions and
provides services such as network management, performance and tuning and capacity
planning for complex customer platforms.
Challenges the validity of given service delivery agreements and operational processes in
order to enhance and improve benefit or to generate complementary benefits or solutions
to the client and IBM.
Works on special systems management and operational projects.
Operates efficiently and provides high quality services. Prioritizes and schedules
workload to meet or exceed customer satisfaction objectives.
Understands the mission and vision of IBM services and leads in the identification of IBM
services business solutions when appropriate. Understands the service business
process.
Provides advice to client and teams relative to the delivery of technical/ operational
support by assuming account ownership when there is no other IBM presence, i.e.,
ensure the appropriate IBM resource/organization is available and assists the customer in
ordering additional hardware products and software maintenance including preventative
service/support activities.
May lead small teams or manage small departments. Act as a technical competency point
for services activities providing assistance to less experienced personnel.
Directs, leads or manages technical/operational activities including the establish and
strengthens business relationships with designated third party maintainers, common
carriers, suppliers and contractors.
Accountable for individual, team or department results and the impact of the results on
departmental services profitability and customer satisfaction measurements.
Regularly participates in overall department and/or client planning to strengthen and
improve hardware and software service delivery plans and processes. Meet or exceed
customer satisfaction measurements in all areas of services delivery.
Actively supports activities that have positive contributions to business results and
measurements. Adheres to business controls.
improve efficiency, reduces costs and grows profit year to year by convincing customers
to contract for additional operational services. Provides recommendations that will
improve revenue/expense/profit.
May have budgetary responsibility in assigned accounts, i.e., parts, team (overtime,
contracts costs, etc.).
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1.5 Systems Services Representative - Senior

The Systems Services Representative - Senior (Enterprise Environment) is assigned to

geographic/platform territory to provide coordination of skills for a team of systems services
representatives. The Senior SSR uses extensive systems knowledge to assign territories,
make backup assignments and assist or lead in the planning of complex system
hardware/software changes, install/discontinuance, MES or services activities. Represents
IBM to clients on all matters concerning the efficient management of their
Information/Technology Systems and operations in order to meet their requirement for the
highest level of continuous access to their business information.
The Senior SSR keeps the team abreast of the technical business measurements and
assumes the total responsibility for them by providing day to day technical work direction and
coordination for all SSR members in their assigned or associated SSR team.
As a team leader or working independently, the Senior SSR guides other professionals and
assumes overall IBM responsibility for ensuring the effective use of the customer's IT
resources. This includes development of strategies on IT services delivery, client environment,
client operations, system configuration and systems management processes and procedures.
The primary responsibility of the Senior SSR is to ensure that the client achieves maximum
benefit from their IT operations.
This position requires analytical ability and creativity in the development and implementation
of plans and solutions to client requirements and problems. The Senior SSR has considerable
latitude and responsibility to define and decide on tools, processes, priorities and resources
necessary to manage, analyze design and implement client IT technical support solutions.
The Senior SSR is required to possess significant systems knowledge across multiple
technology platforms and architectures. The SSR at Senior is accountable for projects or
programs involving multifunctional and business unit teams.
In general, the Senior SSR assumes total responsibility for developing positive relationships
with customer management and staff to ensure a high level of overall customer satisfaction in
all team accounts. Specifically, ensures a high level of customer satisfaction with technical
support and operational services.
The Senior SSR has an advanced understanding of and is able to articulate and educate
others about IBM's technical support strategy, particularly, as it relates to base and enhanced
support. Responsible for the technical value relationship by providing expertise to protect
revenue base and generate new services business.
1.5.2 Skills
Environment:
Possesses an advanced understanding of IBM systems management, operational
services, product technical support functions, service delivery and offerings associated
with these services at the regional or business unit functional level.
Possesses full understanding of the organization and policies concerning the application
of this knowledge in providing technical support and services solutions to our clients.
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Guides other SSRs in conceptual logic to compare alternative approaches to diagnose
systems. Instructs less experienced SSRs in the use of reference publications, support
centers, diagnostic aids for software problem determination/problem source identification
and applications such as HONE, RETAIN and Electronic Customer Support (ECS).
Effectively utilizes the dynamics of the SSR team to reach departmental and business
objectives.
Negotiates with engagement partners and team members (vendors, subcontractors,
customers, IBMers from other functional areas) to ensure quality delivery of service and
IT solutions to their clients.
Provides expert guidance in the areas of hardware/software installation, migration and
operational services.
Problem Solving:
Using business knowledge and analytical skills to develop solutions and provide services
such as network management, performance and tuning and capacity planning for
complex customer platforms.
Assists in the development of new elements, procedures or processes in the services
arena.
Initiates activities in IT services solutions, new technologies, the use of business partners,
incorporating multi-vendor's solutions and other special systems management and
operational projects.
Leads geography / territory efficiently and ensures the delivery of high quality services.
Prioritizes and schedules team workload using reports and territory knowledge to meet or
exceed customer satisfaction objectives.
Understands the function, the mission and vision of IBM services and leads in the
identification of IBM services business solutions when appropriate. Understands the
services business process.
Provides ongoing guidance in the technical/operational arena to SSR teams so that the
appropriate IBM resource/organization is available to the customer.
Influences client product or service selection, short and long term planning and resources
for IT service delivery issues, systems management or product installation and operations
issues.
Will lead small teams and act as technical competency point for hardware and services
activities providing assistance to less experienced personnel. Will direct, lead or manage
technical/operational activities including the establishment and strengthening of business
relationships with designated third party maintainers, common carriers, suppliers, and
contractors.
Regularly participates in the overall client and department planning to strengthen and
improve hardware and software service delivery plans and processes.
Activities have positive contributions to department overall business results.
Maintains proper business controls and measurements.
Ensures that team(s) meet or exceed customer satisfaction and profit/revenue objectives.
Provides recommendations that will improve revenue/expense/profit for assigned teams.
Will have responsibilities that may impact the cost of projects and services expenses.
2. Skill Roadmap
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2.1 System z SSR Skill Roadmap
Band 30 - Entry Skills
Class Name: General Safety, Class Number: SE22M000, Class Length: 4 hours.
Class Name: ESD, Class Number: T7600, Class Length: 4 hours.
Basic I/O training: 3490/3590/3746-950/2220
Basic Hardware training (CMOS/3174/DASD) 7 days
ESS training
Band 4 - Base Skills
OS390 Introduction, Class Number: DT001, Class Length: 6 hours.

Basic Hardware training (zSer and other basic IOs) 10 days
zSeries Update training. self study
9032/2032/Optica Training. self study
3174/2074 Training. self study
9037 Timer Training self study
Any new product announced. (Skill days or skill school)
SAN skills. TBD
Band 5 - Enhanced S/390 environment/storage skills/Account Management
Escon /Ficon Environment PD 5 days

ESS/DS8000 training 4 days
Tape Library / VTS training. 5 days
Networking foundation Part 1 self study
OS/390 Basic training 5 days
Large system PD 5 days
Cross Platform acknowledges TBD
Large Account Management TBD
OSA PD training 5 days
Band 7 - Sysplex environment/software/PD/Project Management/Leadership
CSAR 5 days
Sysplex PD and support 5 days
Large system PD 5 days
Topgun classes for product support TBD
PM fundamental 4 days
ESFSG assignment/international shift/ITSO assignment
Other Band 7 promotion requirements
Should be skill owner in some area

Should major account owner
Should have led significant installations/projects
Should have strong skill demonstration in customer sites
Should be speaker in Skill school/skill days and other events
Books to self read

Readings
G326-3006 Exploring IBM New Age Mainframes Technology

GA22-6974 S/360 S/370 S/390 I/O Interface Channel (OEM)
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SY27-2597 Fiber Optic Link Maintenance

SY27-2604 Fiber Optic Cleaning Procedures
ZZ25-8926 SERVICING FIBER OPTIC LINKS
SY27-0331 FDDI and ATM Link Maintenance Information
SR23-8194 Handbook of Fiber Optics
GA23-0367 Fiber Optic Link Planning ESCON, FICON, Coupling Links and Open)
SA24-7172 Fiber Channel Connection (FICON) I/O Interface
G544-5058 IBM CONNECTIVITY SERVICES FIBER TRANSPORT BROCHURE
Architectures / Reference
SA22-7209 IBM Enterprise Systems Architecture/390
SA22-7201 ESA/390 Principles of Operation
SA22-7202 ESA/390 ESCON I/O Interface
GA22-7123 ES/9000 and ES/3090 PR/SM
GX20-0157 S/370 EXTENDED ARCHITECTURE REFERENCE
G221-3006 ESCON Director Model 1 (9033) for ESCON Architecture
SA22-7095 SYSTEM/370 EXTENDED ARCHITECTURE/INTERP
G321-5642 Cluster architectures and S/390 Parallel System
GC20-1868 SYSTEMS NETWORK ARCHITECTURE: SESSIONS
Critical skills and band promotion skill requirements

Critical Skill Items
Band 30
Band 4
Band 5
Band 7
CPU Skills
(2064,9672,2066,
2003,7060)
2-3
3 or above
3 or above
ESS Skills (2105

different models)
2-3
3 or above
3 or above
Tape Skills
(3490,3590)
2-3
3 or above
3 or above
Tape Library Skills

(3494 and VTS)
2-3
3 or above
3 or above
9032/2032/9037
and other IO skills
2-3
3 or above
3 or above
Basic OS skills
N/A
1-2
2-3
3 or above
Large System PD
N/A
1-2
2-3
3 or above
OSA acknowledge
and PD
N/A
1-2
2-3
3 or above
ESCON / Ficon
PD
N/A
1-2
3 or above
3 or above
Parallel Sysplex
PD
N/A
1-2
2-3
3 or above
PM and
Leadership
N/A
3 or above
Large Account
Management
N/A
3 or above
Necessary tool
usage (Retain,
Core, KBS, Power
3 or above
4 or above
4 or above
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SSR Handbook
Monitor, FTS
service tools...)
Note: At least 3 of the above skill items should at level 4 or above.
2.2 System p SSR Skill roadmap
Genral Services Skills
Entry / Mid-Range
Pre-Power4 models
Power4
Power5
B7
3~4
>=4
3~4
>=4
>=3
2~3
>=3
>=3
2~3
>=3
3584 LTO Tape Libarary PD/Maintenance, 3494 tape library

install/mes/PD, etc.
>=3
Brocade, McData, CISCO SAN Switches, SVC, SAN Data

Gateways, SAN environment PD/PSI , SAN design/solution
skills, etc.
>=3
AIX 5L Basic, AIX 5L System Adm, TCP/IP, Performance,

Korn Shell Programming
3~4
>=4
2~3
>=3
3~4
>=4
NA
NA
NA
70296C3, 70296E3, 9114275, 70286C4, 70286E4, 70386M2,

7315C0x, 7315CRx 7311D10, 7311D20
High-End
Entry /
Mid-Range
DASD
Serviceing eServer p5, HMC for p5, LIC Maintenance,

7031D24, 7031T24, p505, p510, p51A, OpenPower710,
p520, p52A, 285, p550, p55A, OpenPower720, p570, p560,
A50, 185
eClipz entry & mid-range
Non SAN DASD
DS6000
DS6000 installation/MES, DS6000 PD/Maintenance, DS6000

flashcopy, DS6000 PPRC,
ESS
ESS installation/MES, ESS PD/maintenance, ESS flashcopy,

ESS PPRC, Storwatch Expert, SDD configuraiton/PD, ESS
CLI configuration, Performance, DR solution etc.
p655, p670, p690, Cluster 1600(optional)
Power5
p590, p595, p575, 7045(optional), InfiniBand Switch(optional)
Power6
eClipz high-end
2104 PD/maintenance, 7133 PD/maintenance, NAS basic,
etc.
FastT configuration/maintenance, DS4000 PD/Maintenance
DS8000
Low-end /Mid
High-end
AIX
7017S70, 7017S7A, 7017S80, 7017S85, 9076(optional)
Power4
SAN
Software Skills
B5
Pre-Power4 models
FAStT / DS4000
Basic
Skills
Advanced
Skills
HACMP
Other Software
Skill
Requirement
B4
Basic Service Concept: General Safety; ESD; RETAIN;

CORE; Service Guide; InfoCenter; ODR; PSDB; Site
Planning; Installation; etc.
pSeries Rack Concepts, 7025F80, 7026H80, 7026M80,
7026B80, 7044170, 7044270, 7046B50, 70286E1, 70286C1,
etc.
High-End
DASD
Power6
TAPE /
Optical
Storage Skills
RS6000, pSeries & System p Host Skills
Basic
Skills
Skill Item
DS8000 installation/MES, DS8000 PD/Maintenance,

Flashcopy, PPRC, DR solution etc.
3580/3581/3582/3583 LTO tape driver/libarary
PD/maintenance, 3592, 3590, 3995, etc.
AIX 5L Advanced System Adm, AIX 5L Problem

Determination, Kernel Internals, Performance Analysis &
tuning, TCP/IP Advance, etc.
HACMP Implementation, system Adm, PD, etc.
TSM Administration (optional)
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Service Agent Implementation
>=3
System p Logical Partitioning (LPAR) for AIX 5L, Virtulization
3~4
>=4
pSeries Cluster 1600 SSR Training (M/T 9078) (Optional)
NA
NA
NA
Linux System Administration (optional)
NA
NA
NA
DB2 Administration (optional)
NA
NA
NA
Cross Platform acknowledges
NA
>=3
Large Account Management

Others
PM fundamental
>=3
Problem / CritSit Management
>=3
System p SSR Promotion Criteria

Banding
Movement
Certifications Needed
Other Requirements
1. Test 190: AIX Basic Operations V5

2. Test 233: AIX 5L Installation,Backup and System Recovery
3. Test 222: pSeries Administration and Support for AIX 5L V5.3
Band 30 to
Band 4
Band 4 to
Band 5
Band 5 to
Band 7
Finish following courses and pass tests in

http://cas.be.ibm.com/its:
SEMSER02 Servicing the IBM eServer
SERLIC01 Performing Licensed Internal Code Maintenance
SEM73101 Servicing the Hardware Management Console for
POWER5 Systems
SER50501 Servicing the Model 505 Hardware
SEM51001 Servicing the 510 and 710 Hardware
SEM52001 Servicing the 520 Hardware
SER70311 Servicing the 7031 D24 & T24 Hardware
1. Test 235: AIX 5L Problem Determination
2. Test 236: AIX 5L Communications
3. Test 237: pSeries HACMP for AIX 5L
SEM59501 Servicing the 595 and 590 Hardware
1. Test 180: p5 and pSeries Enterprise Technical Support AIX
5L V5.3
2. Test 062: p5 Virtualization Technical Support AIX 5L V5.3
3. Test 234: AIX 5L Performance and Systems Tuning
1. Be large account owner and win

high CustSat.
2. Can perform product services
independently.
1. Has 5 kind of skills be 4.
2. Be location skill owner for at
least one product.
3. Be mentor of at least one
SSR/ITS
4. Has given out at least 2 skill
transfer days.
5. Be major account owner or
sector leader.
6. Has led significant
installations/projects
2.3 System i SSR Skill Roadmap

Banding
Movement
Band 30 to
Band 4
Required Skill
Items
Basic Acknowledges
General Safety
PD Tools Skill Items

Job
Role
TAR NA
Skill Set
Skill Name
NA
Course or Certification
Boot Camp
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ESD
RETAIN usage
TAR,
NA
SMS NA
, SS
AS/400 IBM
Basic System Operation SMS
Support AS/400
System i
Entry Hardware PD
TAR HW IBM System i All model
System i Concept and
Product Line
HMC Operation
TAR HW IBM System i NA
AS/400 IBM
System I
Band 4 to
Band5
Advance System
Operation
Basic HW PD
SMS
IBM System i
SS
Prod Services Ongoing
Support-SS
Support AS/400
Implement i5/400
Software
DB2/400 Concept
SS
na
na
Programming Facilities
Usage
SS
na
na
SMS na
, SS
na
LPAR Concepts and

Implementstion
Basic OS/400 PD/PSI
BRMS/TSM concept,
iSeries System Operator

Workshop - AS24, 4 day
System i HW ELT, 3-5 days
How to use HMC for POWER5
systems
iSeries Advanced System
Operator Workshop - AS27, 3
days
iSeries System Administration
and Control - OL19, 5 days
OS/400 Structure, Tailoring and
Basic Tuning - OL23, 5 days
Certification - iSeries
Professional System Operator
Certification - iSeries System
Administration
Perform IBM
TAR HW IBM System i System i Problem
Determination
TAR HW IBM System i na
Internal class, 4dyas
DASD Maintenance
Tape and other storage
TAR HW IBM System i na
PD
System
SMS na
na
Backup&Recovery
Concept and Implement
Implement
Security
Implementation
Mdlwr/Pltfrms/App
Security Management
SS
Svcs for IBM
ls/DS/SysMgmt
System i Security
Implement
Security Tools
Maintain IBM
Communication
System i (AS/400)
TAR HW IBM System i
Configuration and PD
Sys
Communications
Basic System
Performance Tunning
Selfstudy(i5 System
Handbook/System Builder)
Internal class, 3 days

Self study
Self study
iSeries TCP/IP Implementation

and Configuration AS26, 5
days
iSeries DB2 UDB
Fundamentals - OL45
iSeries Programming Facilities
Workshop - OL49
iSeries Performance Analysis
and Capacity Planning - OL95,
3 Days
Maintain IBM
System i 400 &
AS/400e LPAR
Advise
Technically on
HW IBM System i
IBM System i
TAR, Implementation
iSeries LPAR Concepts and
LPAR Solutions
SS
Svcs for IBM
Implementation - AS04, 4 days
Implement
System i LPAR
AS/400 (IBM
System i) LPAR
Use IBM System i
Logical Partitions
(LPAR)
IBM System i
Prod Services Support OS/400
Data collection eLearning or
Software
on-job training
Ongoing
SS
Support-SS
SS
IBM System i
Apply Knowledge
Self study or internal class, 5
23 / 156
SSR Handbook
implement and PD
Cross Platform
knowledge on
demand
Large Account
Management
Adavance OS/400
PD/PSI
Band 5 to
Band 7
Band 7 to
Band 8

Support-SS
of IBM System i
Disk & Tape
Mgmt
days
na
Skill School, Seminar
IBM System i
Support-SS
Support OS/400
Software
Perform System i
Prob
Determination &
Resolution
iSeries Debugging Loops,

Waits, & Hangs - eLearning, 2.5
Days
na
TAR na
SS
DB2/400 Concepts and

Coding
SS
na
Middleware basic PD
SS
na
iSeries XPF IPL Debug PD/PSI,

eLearning, 3 Hours
Accessing DB2 UDB for iSeries
Database Using SQL
DB2/400 Database Coding and
Implementation - OL62
iSeries CL Programming
Workshop - OL20
na
Implement
System i High
Availability Vision
Solns
Advise on IBM
High Availability
System i High
iSeries HA Solution
SMS
Services for
Self study, external class
Concept and Implement , SS
Availability
iSeries
Solutions
Implement
System i High
Avail Lakeview
Tech Mimix
Perform System i
Prob
Advance HW PD
TAR HW IBM System i
Top gun classes
Determination &
Resolution
PM basic skill
NA
NA
NA
PM fundamental, 3 days
System Management
NA
NA
NA
ITIL
Concepts
TAR,
Field support
Technical qualification ( Country
All
SMS All
Review Board )
,SS
24 / 156
SSR Handbook
Chapter 2:
)
MES(
1.1
IR(Installation Request)
SSR MES IBM

IR IR
Installation Coordinator SSRSSR IR
IR IR
Feature Code
MES()
CR(Change Request)
CR3

RPMES RPMES
RPMES
feature (First in Country)
TSG (Technical Support Group) PMH
1.2
IBM GTS territory owner
25 / 156
SSR Handbook
IBM
IBM

IBM

IBM
IBM
IBM
BP

IBM
380V220V
eSAeSA
ITCeSA: 1. modem
2. interneteSA
eSAeMail alert
IBMLPARHACMP
IP
HMCMASTER CONSOLE
CHACMPTSM
ITS territory ownerASL

reconfiguration
bundleASL
1.3
i/p
(WCII) WCII i/p
26 / 156
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http://w3.rchland.ibm.com/projects/WCII/cgi-bin/wciireq.pl?
1. WCII
WCII 2. Order
1.4
SAN IBM
TL (Technology Level) SP (Service
Pack) TL CSP
: 1.
prerequisites
i/p
(WCII)
2. PMH
TSG
1.5 EC(Engineering Change)
EC TSG EC Notes
EC CORE WCII EC
TSGEC Service Planning Rep. update
1.6 PMH
RETAIN
"n;z/p;serial_number" RETAIN PMH PMH
PMH PMH
PMH PMH
ESSDS8000MESPMH
TSGhealth check
PMH
1.7
(5mm, 7mm, 8mm 10mm)
27 / 156
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1.8
1.9
(/
) IBM Hardware InfoCenter Site Planning Guide
p595 DS8000
eSA modem
IBM
IBM
WCII
(HMC)
HMC
NIM
28 / 156
SSR Handbook
NIM
TCPIP
Service Focal Point Service Agent

NIM
2.1
2.2
IBM
2.3
( feature )
Wrong/Short/Damage
claim owner IBM CSO
ITS territory owner ASL
ASL
29 / 156
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2.3.1
DOA Claim
Call CenterInstallation Co-ordinator

2.3.2
New Parts Defective
ITC
( ) Call Center
Installation Co-ordinator
3
3.1
i/p WCII
() WCII
WCII
WCII
WCII
3.2
(Site
InfoCenter)
Planning Guide
3.3
Leveling FootStabilizer
( 7014 ) p590 (weight distribute plate)
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3.4 PCI
PCI PCI Adapters Placement Guide

PCI p5 PCI Adapter placement InfoCenter Manager Your Server
=> Manager Adapter => Manage PCI Adapter
3.5
3.6
UPS
1
PDU PDU
PDU PDU 1
1 PDU
PDU
(FrameRack)
(
)
WCII
3.7
SAN SAN
p (Slow boot)
31 / 156
SSR Handbook
3.8
HMC event
p AIX Diagnostics
3.9
WATTAS WCII 800-810-6677
MES MES MES

IBM
Damage/Short shipment IBM
3.10 MES
MES WCII
RPMES(Return Part MES) Return
Part List
3.11 EC
EC EC
EC Platform Leader Service Planning Rep.
3.12
(HMC LIC)
UPS
32 / 156
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3.13 HMC
HMC Critical Console Data
4.
IBM
(Pre Install) IBM
5.
5.1
5.2
5.3
IBM IBM
IBM
1.
7x24
2. MESPERCALL
3. RPMES
MA
percall
MA
5.4
33 / 156
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5.5 ITC(
)
ITC IR NOTES ADMIN

Call home PMH
RETAIN PMH mail
IBM Territory owner
ISU ITC HONGTSO WTY start date CSU

HONGTSO WTY start date ASL
bundle MABid number , bundle period ,
service level , PM
5.6
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Chapter 3:
1. :
Step
Key Actions
Dispather/CAG
( call pending update SPOE)

4. Report
5. Feed Back / Close Call

Dispather call
account SSR SDM
6. Care Call
SSR
1. Dispatcher
2. SSR Call Customer
3. On-Site
1.1 Dispatcher Call

Dispatcher
()
M/TS/N status ( 2 , 9, 3 )MA EPSError message

()Account
35 / 156
SSR Handbook
IBM ( CAG)()
SLA(Service Level Agreement)
Dispatcher ( Dispatcher call

in Dispatcher
call SSR SSR SNAP
800 call
call
1) SN
2) 800 SPOE
3) 724 59
4)
5) Part No
percall
800-810-6677
0755-84485213
1 SPOE SPOE
call SSR call no() call SSR
CAG PO TSG
PO
Repeat Call
1.2
SSR
Call ,

36 / 156
SSR Handbook
1.2.1

by-pass
PD
call A B
B (Customer
Expectiation)
SSR
call
:
travel

try&error,
SSR call

1.3 Call Center RCMS Call
dispather RCMS dispater

dispather call
Call RCMS
take call dispather Call TA
Dispatcher CCM
update dispather 2 dispather
alert
37 / 156
SSR Handbook
CAG review PO
PW
dispather AC
CLx (x=Y, N or 0)
1.4
SSR
BY-Pass

1.4.1
MIS call in IBM
update

password
1.4.2 Alert
TSG
manager Alert
1.4.3
Tool
/
1.4.4
I/O
1.4.5 follow
follow
follow
38 / 156
SSR Handbook
TSG

TSG

1.4.6
/
IBM
1.4.7
BIOS, PTF XX ,performance

,XXX ,
1.4.8
1.4.9 Call alert.
dispatcher
call
on site
on site
on site
on site
SSR call SSR
SSR
0755-84485000-3501
call
Dispatcher
1.5 Repeat call
SSR
Action

39 / 156
SSR Handbook
1.5.1
Repeat IBM
1.5.2
Take call dispatcher Repeat call CAG

call IBM Repeat
1.5.3 Action plan
Repeat Call
Action plan. Q&A
1.5.4
TSG/L2
case PMH IBM
1.5.5
IBM
Repeat call
1.5.6
Repeat call Account Action

manager care call
1.5.7
Take call SSR inform Account SSR N care call

IBM
1.5.8 IBM
/ ABC
/ D OK
P.D
ABCD IBM
Account
Repeat call Support goin call
Account
Support credit Account XXX

IBM IBM Account IBM
40 / 156
SSR Handbook
Accout
support
IBM
virtual support team
accout
account
Repeat
Dispatcher log
Account Leader
Care call
2
Support
Support
1.5.9
SupportManager sales talk corer
1.5.10 IBM
1.6
Parts
,

1. 6.1
* Dispatcher
manager CAG/FAG Account
1.6.2
say sorry
1.6.3
IBM
call Manager care call.
1.6.4 Order
1) Hand carry
1 3
41 / 156
SSR Handbook
2) Code-A order
3) Normal order
7 10
30
1.6.5
Parts shortege Mr. Cx

Normal order 30 2
1.6.6 Parts order
Parts order
order
1.6.7 order
XX
Parts order IBM
1.7 Long Resolution time

DISK CRASH
2
1.7.1
MIS
IBM
follow IBM Alert procedure FAG/CAG support Manager Cover Account

Situation
Manager
Manager XXXXX
Time Table Report
1.8 CARE CALL
CALL CARE CALL

Repeat callPD call,
call call
/

user
care call

42 / 156
SSR Handbook
1.9 EPSA / PM
EPSA / PM
site, MIS KEY MAN

EPSA
IBM
EPS EPS Form
EPSA / PM
IBM
support X
MA IBM MA
IBM
1.10 call
SSR dispatcher call

SC dispatcher Melody Peng"pengm" pengm@cn.ibm.com
Call No
Type & sn
Customer name
Call owner
Need assistant?who?
st
1 time
nd
time
rd
3 time
Onsite time
43 / 156
SSR Handbook
Leaving time
Call complete ?
Single travel time(go)
Single travel time(back)
FRU/part
number
Parts info
CAG evaluation
Issues that need
specify
Return condition Qty
to
2.
2.1
(FRU)
VPD VPD FRU

VPD
TSG
800 SPOE call comment FRU
TSG support TSG support
2.2 TSG Control Criteria
TSG support
Parts Usage Control Process.
System z

Call
Call , (Filter) (Battery)
MCM, CPU Book, MEM, CPU/IO Cage

System i:

Call
Call , (Filter) (Battery)
CPU Backplane/Planar FSP
System p:
44 / 156
SSR Handbook

Call
Call (Filter) (Battery)
7040/7039/9119/9118/7017
CPU (including processor book, MCM, PUB)
Memory, Cache
CEC backplane, IO planar, Service Processor, RIO card
Storage:

Call
Call
2.3
TSG
manager
2.4
IBM
IBM
Field Team
,
, IBM IBM

SSR
MANAGER EMAIL
3 IBM
/
2.5 (New Parts Defective)
1.;2. :
45 / 156
SSR Handbook

Subject " Callno. PN ";
IBM "- (
IBM );
V6 NDP form (8)
2.6 WPPL (Worldwide Product Parts Lookup)
WPPL
Linkage
https://rtswppl.raleigh.ibm.com/wppl/
Parts
Valid

CRU

Feature Code Feature Code

2.7 Parts Substitution handling policy
)
A B B A
4
1. Direct sub A B
2. RoHS sub (RoHS RoHS non-RoHS
3. Multiple sub A B B C D C
D A
4. sub information added by unique country
x p
12
34
46 / 156
SSR Handbook
WPPL
https://rtswppl.raleigh.ibm.com/wppl/
7133-D40 18P2200
WPPL
Search
47 / 156
SSR Handbook
"Additional Info and P/N Substitutions"
7133 18P6112 ESS

48 / 156
SSR Handbook
comments
GCG location comments
18P6112
18P6112 8 5 1 ... TIF ...

WPPL InfoCenterRETAIN
TSG support
In summary
MA
hard bundle MA PM
Break & Fix PM PM
System p System p
4. Fixes
4.1 Fix
For years, we always seen this scenario:

Customer machines downed which was caused by a known problem that could be fixed by a
known fix. Customers complained that why we had not alerted them to apply related fixes.
Low firmware level on system can cause system hang, or can't support new hardware
features and FRUs; critical PTFs not being applied can cause system hang, panic or even
49 / 156
SSR Handbook
data loss, etc.
Target Accounts categories:

Focus VIP accounts
MA VIP accounts
Attention Accounts
General accounts Fix plan is bundled in General Accounts Service Plan
4.2 Fix
Engineering Change EC
EC
EC
ECA ECA 828 ECA
ECA
EC TSG Service Planning Rep.
ECA ECA ECA
RETAINCORE ECA TDR TIP
TDR TIP order ECA TSG
MA Per call IBM
ECA
ECA ECA
ECA EC Service Code 32
time report
Microcode HMC LIC
microcode
Includes motherboard, adaptor cards, hard disk, tape and CD/DVD firmware or microcode,
HMC LIC etc.
ECA
MA
IBM
Program Temporary Fix PTF

Patches or fixes for software programs. Includes Maintenance Level (Technical Level),
Service Package, single patch, e-Fix, etc.
IBM
(EPS)
IBM
4.3 Fixes
Help customers to establish Fixes Applying Strategy:

Educate customers to install Fixes periodically, suggest at least once per year.
Put the strategy in the ASP for timely review, the ASP must get customers confirmation
by email or signature.
Help customers select the version of fix.
Help customer set up testing mechanism.
Help customer set up implementation plan, etc.
If customer cannot follow the Fix Applying Strategy schedule to install fixes for some
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reasons, we must get customers email or signature to delay the schedule and keep on
pushing, especially for mandatory fixes.
For mandatory fixes, TSG will take lead for progress tracking and provide progress report
bi-weekly. If the customer doesnt install within one month, it is necessary to alert Sector
and STG/SWG team to work together to persuade the customer for installation.
Provide regular Fixes Suggestion Letters to customers:

To increase the system availability, account owners should educate customers to let them
take responsibility and know importance of installing fixes.
Account Owners - Focus VIP Accounts AAM; Other Accounts - Account SSRs
HW/SW TSG need to prepare quarterly general Fix Suggestion Letters by platforms by
following dates: 1Q 02/28, 2Q 05/31, 3Q 08/31, 4Q 11/30
Account owners should provide tailored Fixes Suggestion Letters according to the
customers environment, by following dates: 1Q 03/31, 2Q 06/30, 3Q 09/30, 4Q
12/31
The report can be delivered to customers by email, hardcopy or other formats like
quarterly/monthly service reports, but need to get customers confirmation of receiving by
email or signature.
Location MTS Managers need to randomly select 5 accounts in each category for
review after each cycle to ensure timely and quality execution. Put to teamroom for
filing.
Fixes Management Process

WW Fixes
Announcement
Fixes Announce
at public website /
Subscription SVC
WW Service
Planning /
Tech Support
Start point
EC Announcement
Critical Fixes Alert
Review EC & Fixes

Information
TSG
Mandatory
EC /Fixes?
NO
YES
Alert Field Team &
MTS Mgrs, Planning
& Tracking
SDM &
SDL
Pushing & Tracking
SSR
Help Customer setup

Fixes Applying
Strategy and ASP
Customer
Setup own Fixes

Applying Strategy
NO
Other Critical
Fixes?
YES
Alert Field Team
Release monthly Tech

Letter (at 15th each month)
& quarterly Fixes
Suggestion Letter
Tracking for filing of

Fixes Suggestion
Letter Delivery
Inform/Alert Customers,
Planning, Implementation
& Escalation
Release quarterly
tailored Fixes
Suggestion Letter
Planning, Testing & Implementation
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Tracking & Escalation Process
Start Point
ISU &
BRAND
TSG
SDM, SDL
& AAM
SSR
Push customer
implementation
Alert Field Team & SDMs

for mandatory EC/fixes,
planning for implementation

& quarterly Fixes
Suggestion Letter
Mandatory EC/fixes
tracking
Push
implementation &
Tracking
Alert Customers,
planning &
implementation
Push customer
implementation
Push customer
implementation
Filing of Fixes
Letter Delivery
Release quarterly
tailored Fixes
Suggestion Letter
Alert ISU, Brand

SDM, SDL & AAM
Push customer
implementation
Alert ISU, Brand

SDM, SDL & AAM
YES
Review & feedback
results
Customer
YES
No action
In 1 month?
Review results
No action
in half year?
Planning, Testing & Implementation

Mandatory Fix
Other Fix
4.4 Action Items

Action
Owner
1 Review country account list Focus VIP, Lucia Jiang

VIP, Attention, EPSB/P accounts
2 Get ready general Fix Suggestion Letter HC Hsu (HW),
by platforms
Wang Jun
(SW)
3 Get ready Fix Applying Strategy with
Account
selected accounts
Owners
4 Get ready ASP with selected accounts
Account
and get customers confirmation
Owners
5 Send tailored Fix Suggestion Letters to Account
customers and get customers
Owners
confirmation
6 Have quarterly tracking and filing
Kenvy
7 10-20% Randomly checking for ASP and MTS location
Fix update status
managers
Target date
Priority Status
1st month of each H

quarter
2nd month of each H
quarter
Ongoing
1st month after

H
contract sign
1st month after
H
contract sign
End of each quarter H
Ongoing
End of each quarter H
Ongoing
1st month of each H

quarter
Ongoing
Ongoing
Ongoing
Ongoing
4.5 Fixes
IBM
:
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SPE
ATT
ATTention
PE
PTF in Error
IBM

AVAIL
AVAILability
DATA
DATA
FUNC
FUNCtion
PERF
PERFormance
SEC
SECurity
SVC
SerViCeability
USE
USEability
IBM AIX

Security
Security
HIPER
High
Impact/Pervasive
PE
PTF in error
Enhancement Enhancement
( TL )
HIPER
High
Impact/PERvasive
SPEcial Attention
4.6 EC
HMC
:
EC
EC
:
: HMC
ECA
HIPER
SPE HIPER

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AIX AIX Technology Level Service Pack TL

CSP()
AIX
TL/SP AIX AIX

TL/SP
**

T-1 TL TL
CSP() TL 6 CSP
fixes 2 TL
AIX 5.3 ML3
2006 2 (TL4 CSP3 ): ML3+CSP3
2006 8 (TL5 CSP4 ): TL4+CSP4
2007 2 (TL6 CSP5 ): TL5+CSP5
** 2 TL ( TL+CSP+IF)
1
2 TL
SP() 2 TL
8 TL 2 TL SP
2 TL+ SP
AIX 5.3 ML3
2006 4 : TL4+ SP
2007 4 : TL6+ SP
2006 8 : TL4+CSP4
2007 8 : TL6+CSP6
** TL+SP+PTF TL+CSP+IF
IBM Microcode

Security
System p
System z
Suggest periodically review and upgrade PTF.

Apply PTF only in testing environment. Clone RES volume with new PTF level to production
system for roll-out after fully testing.
Install Recommended Service Upgrade (RSU) PTF periodically n-1 month strategy
Install HIPAR APAR/PTF which meet following BOTH conditions:
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PUT level : n-3 month strategy
PTF Flag is DAL, FUL, IPL, PRF, PRV, YR2000, SYSPLXDS, XSYSTEM or D/T2105
Do NOT install PE PTF and correlative PTF
System i
Group PTF biweekly updated. Normally group PTF can be applied with CUM PTF together
except special case or under Support instruction. Group PTF has an unique level with CUM
PTF so suggested apply level as:
HIPER apply latest level
Database Suggest apply latest or n-1 level
Firmware/HMC apply n-1 or latest level
Below group PTF level can be same with CUM or:
TCP/IP apply n-1 or latest level in unstable network environment
JAVA If customer involves JAVA application environment suggest apply latest or n-1
level
Save & Restore apply latest level if customer is experiencing S&R problem
Performance apply latest level in case you will do performance data collection
especially will do job trace
eSA apply latest level before setup SA
WAS apply latest or n-1 level if customer application runs in such environment
CA apply latest Service Pack
CUM PTF updated quarterly or similar. Suggest apply n-1 or latest level depend on OS
version. For example, apply n-1 level for newest OS, apply last level for old OS version
Individual depend on situation
Failure status apply immediately
EC or Mandatory apply immediately under support instruction
Others applied with Group/CUM level
Must be done before and after PTF apply
Check latest PTF level
Check PE of Group/CUM
Follow-up cover letter
Test all PTFs in testing environment
Clear statement risk of apply PTF to customer
System backup before and after apply action
Suggested CUM/Group PTF apply frequency
New model or new OS version in one year or application change very frequency
quarterly apply
New model or new OS version but over one year half year or more but no later than
one year
Old model /old OS version and stable application yearly apply

ECA
HMC Matrix:
http://www14.software.ibm.com/webapp/set2/sas/f/power5cm/home.html
HMC HMC

HMC
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Middleware
- IM
Periodically review official PTF release status and upgrade PTF

DB2 UDB V8 PTF Schedule
Product support DB2 Universal Database for Linux, UNIX and Windows
http://www-306.ibm.com/software/data/db2/udb/support/
Apply PTF on testing environment before applying PTF on production system

Finish POC testing at this stage
Apply PTF on production system
Do system and database backup before applying PTF
Apply PTF according to the PTF instruction
Reject PTF or uninstall PTF if unexpected things happen collect needed data before
returning PTF
Middleware
- AIM
Periodically review official Refresh Pack & Fix Pack release status and upgrade
http://www-1.ibm.com/support/docview.wss?uid=swg27004980
Fix pack deliveries will be timely (every 6 to 8

weeks).
The date of the next planned fix pack will be
published in Recommended fixes for WebSphere
Application Server at least 30 days prior to
availability.
Apply Fix Pack/Refresh Pack on testing environment before applying on production

system
Apply Fix Pack/Refresh Pack on production system
Do system and database backup before applying Fix Pack/Refresh pack
Apply Fix Pack/Refresh Pack according to the Fix Pack/Refresh Pack readme
Reject Fix Pack/Refresh Pack or uninstall Fix Pack/Refresh Pack if unexpected things
happen collect needed data before returning Fix Pack/Refresh Pack
Middleware
- Tivoli
Periodically review official PTF release status and upgrade PTF
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Tivoli Storage Manager latest PTF list
http://www1.ibm.com/support/docview.wss?rs=663&uid=swg21239
415
Product support Tivoli Storage Manager
http://www306.ibm.com/software/sysmgmt/products/support/IBMTivoliStorageManager.html
Apply PTF on testing environment before applying PTF on production system

Apply PTF on production system
Do system and database backup before applying PTF
Apply PTF according to the PTF instruction
Reject PTF or uninstall PTF if unexpected things happen collect needed data before
returning PTF
4.7

Fixes
Fixes FixesIBM
(Security Fixes )
AIX TLSPCSP
Fixes
http://www-912.ibm.com/eserver/support/fixes/fixcentral
IBM Fixes
http://www14.software.ibm.com/webapp/set2/subscriptions/pqvcmjd
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Chapter 4:
1.
800-810-6677
8008101818 5858 010-84981188-5858
0755-84485213
1.1
Development
DE
PFE/P
E
CRTSIT
Project office
Storage Project
Office
Storag
e
China
ASG
TSG
Others
CAG
SSR
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1.2
AIX Lab
CRTSIT
Project office
Storage Project
Office
AIX L2
AIXL1.5
Others
AIX L1
SSR
AIX L1 CAG SSR RETAIN
SSR AIX L1CAG TSG AIX L1.5AIX L1
1.3
AIX L1.5
CAG TSG
CAG
TSG
AIX L1&L1.5
8:30 to 17:30
830 to 21:00 9:00 to 18:00
365 7*24
09:00 to 18:00
support S1/P1 PMH
08:30 to 17:00
support S1/P1 PMS
iSeries
pSeries
xSeries
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1.4 Support
800
hongtso
PO
CAG

TSG
Duty arrangement
One L2 and one LSG internee will be assigned on-duty to handle the PMH queue,
Work side-by-side with PFE team (currently only storage PFE staffed),
Attend daily open PMH review meeting with PFE team
The on-duty team work in the office during office hours
Stand-by after office hour
On-site support
LSG members will be first choose to be dispatched to on-site support
The L2 specialist when not on-duty can provide on-site support for very difficult
problem or very critical client situation
On-site support process remains un-change, i.e., request go through Li Yi Xin or Hc
Hsu
Working with PFE teams
Engage PFE only when L2 exhausted
Follow the existing procedure when engaging PFE during non-office hours, i.e.,
raise to SV1
Improve communication between L2 and PFE teams, monitor PMH pending at
SSR action
Proactive PMH guide
800
SSR
AIX L1&L1.5

PMS
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2. RETAIN
RETAIN REmote Technical

RETAIN
RETAIN
Assistance Information Network
2.1 PMR Queue

Local Queue
prcgz80k
prcsh80k
prcbj80k
prcsy80k
TSG Queue
zSeriesestsg80k
iSeriesastsg80k
pSeriesrstsg80k
Storagestgtsg80k
Local Queue
cnprs50k
Level 1.5 Queue
cnprc50k
2.2 PMR Severity

Severity
Description
S1
Technical problem/issue with serious customer

impaction
Technical issue with little customer impaction but
customer satisfaction will out of control
Technical issue with little customer impaction but
customer satisfaction under local service team
control
Technical problem but no customer impaction
S2
S3
S4
2.3 PMR Update

PMR
Severity
1
PMR Owner (Field SSR) update the

PMR
have to update every 2 hours
TSG update the PMR

update within 2 hours (Prim shift
only)
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2
have to update within 1 day
3
4
have to update within 5 days

have to update within 10 days
update within 8 hours (Prim shift

only)
update within same day
update within next day
2.4 PMR

PFE
http://fieldsupport.austin.ibm.com/cgi-bin/pfe/pfe.pl
http://zeus.mainz.de.ibm.com/cgi-bin/pfe/pfe.pl
PMH PMH
12345000672 PFE 12345.000.672
PMS
testcase.boulder.ibm.com testcase.software.ibm.com
internet ftp
aix/toibm PMS PMH 12345,000,672
AIX snap snap.pax.Z
12345.000.672.snpa.pax.Z
PMH
2.5 PMR Requeue PMR

Support Queue PMH

PMS
Branch CodeCountry CodeMachine
SSR

PMH
Local Queue
TSG
PMS
800 SPOE
SSR
PMH
Type/Model Machine Serial Number SSR
LPAR
Requeue PMR
Next Level Support
9119 PMH
FA 03
2.6 System p PMR
( LPAR)
(CIE)Sev 1
(7039/7040/9118/9119)I/O
(MAPR&V)
: PMR TSG
field team :
PE/TSG field team 3
field team

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field team 7
3. CritSit
3.1 CritSit
CRITSIT is a CRITical SITuation which:
An unresolved customer satisfaction situation with an IBM product or services solution

where:
The normal support structure for IBM has been reasonably exercised, but is not making
satisfactory progress, and
Customer satisfaction is at risk and begun to erode, and
Key business and financial performance of IBM has been impacted
The Critical Situation Management Process accelerates the resolution of the customer's
issues by rapidly deploying country, worldwide, and divisions
CRITSIT often represent IBM's last chance to salvage a bad customer situation.
PMR/CMVC is Prerequisite.
3.2 CritSit:

Product Quality Issues related to capability, reliability, installability, maintainability or

documentation
Inadequate, unresponsive support (from IBM)
Need for additional advanced problem determination/problem source identification (PD/PSI)

assistance
Difficulties with complex integration of multi-vendor components.
Design flaws resulting in missing function which was reasonable expected.
Function missing from a new release that was in an earlier release.
Solution related issues (for example, capacity or performance problems.)
3.3 CritSit

A CRITSIT is NOT part of the support process instead of the formal support channel.
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A CRITSIT is NOT a vehicle to resolve an immediate critical event such as a system down.
(This should be worked through the Severity 1 Alert Procedure firstly.)
A CRITSIT is NOT a complaint.
All the Customer complaints need to be registered in CMT. Such Complaints will be
handled by CRC using the normal complaint process.
Only the unresolved technical issue which will cause irreparable damage to IBM's
relationship with the customer will be included in the CRITSIT process.
3.4 Proactive CritSit

A potential issue that could impact Client satisfaction if not remedied properly
A recognition of an opportunity to avoid Client dissatisfaction and/or improve Client

satisfaction
Use a Proative for those situations that do not meet the definition of a complaint/Critsit but
needs focus to remedy or prevent eroding satisfaction and/or to track an IBM internal issue
to resolution
A Proactive situation is not a means by which a way to pass normal business processes.
i.e. Technical support, requirements, complaint process
3.5 S1P1 PMR CritSit

S1P1 PMR
CRITSIT
Support Team L2/L3 technical support team
WW/AP project office
Support team Technical experts

nature
Technical support coordinators
Support
teams
responsibilities
1. PD/PSI root cause investigation Alert the CRITSIT to technical support

2. Providing fix for problem resolution manager/executives for more attention and
3. Escalate problem to higher lever focus.
support teams
Response
Within 2 hours.
time
commitment
Support team Yes.
7x
24
on
duty?
Within 24 hours (one BUSINESS day)
No.
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3.6 CritSit Team Member and Measurement for Success

GCG CRITSIT Manager:
PRC CRITSIT Team
Chun-Hung Mok 00852- 9030-9749
Tang Jian (PRC CRITSIT Manager): 13911066733

Zhou Jun Yan ( zSeries + Storage on zSeries) : 13910383206
Liu De Long ( pSeries + Open Storage ) : 13501075457
Zhang Qi Yu ( pSeries + Open Storage ) : 13910180506
Wang Jun ( iSeries ) : 13601102973
Zhang Yan Chun (xSereis): 13910068289
Tang TJ Jian ( DB, Websphere, CICS, Tivoli ): 13911392890
Chen Shu Guang ( DB, Websphere, CICS, Tivoli ): 13910168137
Wang Jun ( Lotus ) : 13601102973

Customer Satisfaction with resolution: 8 or above >=80%

6 or less =< 12%
Time to assign Resolution Owner and Situation Manager: 95% within 24 hours or less
Cycle Time (From CMT Open date):
Open to Monitor =< 30 days
Open to Close =< 60 Days
3.7 Roles and Responsibilities in the Process

RESOLUTION TEAM LEADER ( RTL )

Owner in backend, played by Project Office
RESOLUTION OWNER ( RO )
Local Owner to project office, played by local Critsit team
SITUATION MANAGER ( SM )
Owner to customer , played by ITS account manager
RESOLUTION ASSISTANT ( RA )
Technical support for certain product, played by technical expert in field and backend
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Brands Reps, ISU reps, IT Specs, SSRs & CSRs

Maintain regular contact with customer at all levels
Regularly advise customer of progress of action plan
Assist in improving action plans to raise the satisfaction to good
Maintain the balance between being a customer avocate in IBM and selling IBM to the
customer
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4. Change Review Procedure
(detail please refer to Change Management
Work Introduction written by Zhao Zheng)
4.1 Who should use this document

This document should be used by IBM Global Technology Service staffs that are responsible
for managing and executing the Change Management Process in support of the Major Banking ,
mobile and other VIP accounts.
4.2 Overview
The objective of this document is to provide a high-level work instruction for service delivery
staff in support of the major banking and mobile accounts. Detail procedures of each working step,
if required, should be incorporated into the individual delivery teams procedures guide.
For details on the change management process, please refer to the change management process
document for a complete description.
4.2.1 Scope and Definition

The Change Management Process is a common process that is used by many different
functional groups to manage change. It is an ongoing process concerned with minimizing the
impact of Change affecting the availability and services of the service delivery environment. This
is done through initiation, tracking, impact analysis, proper approval and implementation of change
impacting managed IT resources.
For every change activities which request by field for
perform the implementation or the change initiates by customer, change management process
must be followed.
Change Definition: Any installation or alteration of hardware, system and application
software, procedures, and environment facilities which adds to, delete from, or modifies the
environment or its attached network
4.2.2 Objectives
The following are the objectives of the Change Management Process:

Highest priority is to protect System from outage and ensure recovery capability readiness
Provide defect-free introduction of changes into the environment; that is, to ensure that
the installation of or modification to any managed IT resources is accomplished in a
logical and orderly fashion and to achieve the expected result without undesired services
disruption and within agreed-to time frames.
Contribute to organization cost reduction by monitoring, measuring and improving the
process.
Manage Change records within agreed time frames
Ensure that standardized methods and procedures are used for efficient and prompt
handling of all Changes
To minimize the impact of Change-related Incidents attributed to the quality of change
implementation;
Consequently to improve the day-to-day operations of the organization
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Maximize the Availability by eliminating those avoidable mistake
The major content of the Change Management Review including:

Provide defect-free introduction of changes into the environment; that is, to ensure that
Promptly evaluate all requests
Consistently ensure appropriate awareness
Routinely check preparedness of all parties
4.2.3 Change Scope to be Reviewed

4.2.3.1 Categories & types of change
Changes are categorized into 4 group base on the complexity of the change. The more
complex the change, the longer the lead time required for proper planning and scheduling.
Please refer to the Change Management Process document for complete description and the
method to determine the change category.
Type
Request
time
Lead
High
complexity
14 days
Major
complexity
7 days
Medium
complexity
2 days
Minor
complexity
1 day
BAU
No
review
need
Information should be ready in database ready which includes the following before daily
change cut-off time 4:00PM daily (Mon-Fri)
Change plan
Fallback plan
Verification test plan
Impact to services if any
Appropriate level approval has been obtained from the change requester
Change assignee submit the change for approval base on the information is ready and the
time gap between Schedule Start Date and Time to determine if the change fit the lead time
requirement. Change assignee is responsible to adjust the schedule start date/time if this is not
the same as provide by the change requester
For BAU change, review is generally not needed, except the performer special requests it.
The requester must provide the related documents, at least 2 hours with sufficient information
ready before the schedule start date and time. Daily cut off time policy should be followed.
Review board will accept urgent review request, but the only limit the low complexity changes,
any High/Major complexity change request, should be submitted with enough leading time to
review.
For Medium/Minor complexity change requests, local review members could concur the
request, others, must submit to permanent review board members for revier.
4.2.3.2 Complexity Level Assessment

The complexity level is determined by
Change Impact
System / Application involved
Change planning lead time
Support scale involved
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Complexity Level will be determined by points,

Detail calculation rule is as follows
Complex level detail form

Risk Category Levels
Change Impact time
2+ hours, IPL required
1-2 hours, IPL required
1 hours or less, IPL required
No IPL required
System / Application involved
3 or more systems / On line applications
2 systems / On line applications
1 system / On line applications
No On line applications
Change Planning Time
1 month or more
1 weeks to one month
Less than one week
2 days or less
Support Group Involved
3 or more
2 groups
1 groups
Single persons
Points
1
2
3
4
1
2
3
4
1
2
3
4
1
2
3
4
Calculation format
If Total =
Then Composite
1-4
Risk Category 1, High Complex
5-8
Risk Category 2, Major Complex
9-12
Risk Category 3, Medium Complex
13-16
Risk Category 4, Minor Complex
And the complexity is determined by categories.
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4.3 Change Review Scope
4.3.1 Change review process covered customer
Finance Accounts : ICBC(BJ, SH), BOC(BJ, SH, GZ), ABC (BJ), CCB (BJ, SH), CMB (SZ),
BOCOM (SH), CUP (SH)
Mobile Accounts: BMCC, SMCC, GMCC, MCC ChongQing, MCC JiangSu, MCC
ShanDong, MCC ShenZhen, MCC ZheJiang
MTS location manager nominate the customer that should be added in the review
process, and accept by review board sponsor manager.
4.3.2 Change Scope to be reviewed

Hardware:
New installation / MES
EC: Microcode version upgrade, Disruptive EC
Production system disruptive maintenance or MCM, Memory, Mother Board replacement.
(not include BAU maintenance)
Repeat Calls
System relocation, Power off or Power on reset, System cutover
Software and Middle ware:

OS New installation / Version, release, Mod upgrade
Other middle ware installation / upgrade (DB, CICS),
Key parameters modification
System cut over, new application online
Data Migration
PTF apply on production system without running on testing system
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Any other things that account people (AAM, hardware SSR, software ITS) think need to be
reviewed...
BAU maintenance including parts replacement and PTF apply dont need to be reviewed
4.3.3 Change Review Board Check Lists

Check if any Retain HSF/SSF record related to change

Open PMH / PMS to seek any pre-support of the change
Check if any spare parts should be prepared onsite
Check if any onsite support guy should be arranged
Check if any remote support should be arranged
Check if any similar failure experience in other accounts
4.4 Change review board setup
4.4.1 Permanent Board

This board members will review the daily normal change requests, and organize the virtue
board for complex change reviews.
4.4.2 Review board leader and commander in chief: to be named

by management team
4.4.3 Members:

z HW: Zhao Zheng, Zhang Zhao Xu

p: Chen Xu Zhang, Su Zhan, Yuan Er Fang
i: Li Shuang
SSD Dong Yi, Tong Yi Ming
z SW: Fan Jiong ( zOS, DB2), Xue Jiangang (zOS), Qiu ZhiQing (VSE/CICS), Shen Hao
(Storage/GDPS/XRC/PPRC), Lv Wenmei (CICS)
Networking: Shen Hao (zSer) He Hua (Networe Hardware/ project)
Middleware: Websphere: Joyce Li , DB2: Wang Ai Min, Tivoli: Wu Cai Feng, Notes:
Gong Xiu Mei
TSC interface : Yin Kang Yong
4.4.4 Management Sponsor :

Fredie Sun, HC Hsu, Tao Tao, TSC manager
4.4.5 Virtual Team (depends on change complexities)

SMEs for this change

Account Availability Manager
Change performers
GTS support, such as TSG, 2nd line support
CITA, SWITA
3rd line (PFE) support
Account SAL (system availability leader from MTS)
Project team
Management team ( Tech support managers, service team / isu managers)
Global support team ( collaborated by MTS team) if needed
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4.5 Change Process Roles and Resposibilities
4.5.1 Roles and Responsibilities

Refer to Change Management Process document for detail description of each of the standard
roles and responsibilities
4.5.2 Roles Mapped to delivery teams

Change Owner : End to end monitoring the change process

Change Requester : Gather the necessary information about the change and request the
change to review team
Change Coordinator : Get the change request and contact with change requester, arrange the
proper reviewer depends on the request information, monitor the change process, and close
the change
This roll is assigned to TSG Admin: Yang Mei Rong
Change Review Group : review the change plan to ensure the quality of the change and will
complete on time and successfully with minimal impact to customer operation
Change Implementer : The team who perform the change
Change Supporter : Technical support for change
Executive sponsor: High level management team who will support the change and provide the
change progress update to client executive if required.
4.6 Change Management Procedure
4.6.1 Open a Change Record

The objective for open a change record is used to manage the change from initiation to
completion.
Procedure Name: Open a Change Record
Related Tool :
Account :
Change Management teamroom
XXXXXXX
Related Process: Change Management Process
Role
Step
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Change
Requester
1.
2.
3.
4.
5.
6.
Determine if this is scope of the services that should request for review.
Determine if the change is an emergency change, if yes, please go to
Emergency Change Procedure; otherwise, go to next step
Obtain the following information as much as possible
a. Requester Name
b. Description of the change
c. Business justification of the change
d. Customer Impact
e. Pre/post activities of change
f. Requested implementation date
g. Successful installation verification criteria
h. Any associate problem number
Raise a change record at Change management teamroom; if change request
is initiated by customer, prepare the change documents and submit the
change record. If the change requester is customer, the change approval must
be collected before passed to IBM.
Notify the Change owner
Provide the following change plan:
a. Change plan
b. Contingency / Fallback plan
c. Verification test plan
d. Impact to customer production if any
e. Appropriate level approval has been obtained from the change requester.
4.6.2 Prepare a Change and Perform Technical Assessment

The objective for prepare a change record is to ensure the change is being managed by
associate Assignee (SME). Also, proper technical assessment in place for evaluating the
technical feasibility, risk, complexity, immediate effect of a change and the complete effect of the
change on the total environment is properly evaluated.
Procedure Name: Prepare a Change and Perform Technical Assessment
Related Tool :
Account :
Change management teamroom
XXXXXXX
Related Process:
Change Management Process
Role
Step
- Change Owner
1.
Review the change assignment is appropriate, if not, perform a
Change
warm transfer to an appropriate Change Owner (CC)
Coordinator
2.
Review the following items which provide by requester and clarify
Change Review
with requester if required (CO)
Board
3.
Description of the change (CO)
- Change Support
a. Business justification of the change
b. Customer Impact
c. Pre/post activities of change
d. Requested implementation date
e. Successful installation verification criteria
f. Any associate problem number
4.
Make sure the associate information is logged into the change
request teamroom which includes the following items (CO)
a. Schedule Date/Time
b. Description of change
c. System, platform, machine config
d. Implementation plan
e. Fallback plan
f. Pre-test of the change and result
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5.
6.
7.
8.
9.
g. Verification test plan after implementation or fallback

h. Change Management checklist
i. Change Impact
1. If change request by IBM and change have impact
to committed services level measurement item,
make sure this is remarked in the change planning
or description
2. If change request by customer or change have no
impact to the committed services level
measurement item but have business impact,
make sure the NO SLA Impact portion have been
properly logged
j. Change approver (Make sure AVAILABILITY MANAGER is
assigned if affect the services level; Make sure the 2nd line
or delegate management approval is assigned if change is
Expedited or Emergency change)
k. Proper problem number if change is going to fix a problem
Assign the appropriate Change Review board members (CO)
Perform technical assessment (CRB)
Adequate plan in place
Proper testing before
Proper fallback/recovery plan in place
Technical completeness of change plan
Identification of co-requisites/pre-requisites
Any impact to performance, capacity, security, disaster
recover
Inform the Change Coordinator for such change and check if any
concerns (CRB)
If require clarification from Change Owner, will request more
information before schedule the change to go ahead (CO)
Submit the change for approval with, press send email approval
button at change teamroom (CRB)
4.6.3 Perform Business Assessment

The objective for business assessment is to evaluate the business risk, impact and installation
timing of the change, the key objective is to confirm the parties involve or will be affected supports
the change.
Related Tool :
Related Process:
Role
Change approver
Procedure Name: Perform Business Assessment

Account :
XXXXXXX
Step
1. Review the change
a. Evaluate business risk/impact
b. Analyze timing of change
c. Ensure all affected parties are aware of the change
d. Ensure business requirements are met
e. Ensure policies are met
f. Ensure the change requested is in line with the services
acquired
g. Ensure that a customer initiated change has been requested
by an authorized contact
h. Ensure that customer pre-approval has been obtained
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Role
Step
i.
j.
Ensure the risk acceptance by the affected parties which

include services impact and post implementation verification
The change which plan to be implemented is an in-scope
services change
4.6.4 Approve the change

The objective of this step is to make sure the change is proceed with proper approval in place.
Related Tool :
Related Process:
Role
Change approver
Procedure Name: Review the change

Account :
XXXXXXX
Step
1. Change Approver review the change after proper assessment
conduct
2. Any issues or clarification is required, Change Approver should talk
to the Change Assignee directly
2.1. If change needs to be amended, Change Owner should Cancel
Approval Submission
2.2. Amend the change by Change Owner
2.3. Resubmit the change for approval
3. If no concerns, Change Approver should approve the change
4.6.5 Implement the change

Change implementer must implement the fully approved change according to plan
Related Tool :
Related Process:
Role
Change
Implementer
Change assignee
Procedure Name: Implement the change

Account :
Change review teamroom
XXXXXXX
Step
1. Implement the change according to plan
2. Follow the fallback plan if require
3. Any problem, please consult change assignee for advice
4. If change failure and cause the services impact, please create a
problem record and follow the problem management procedure
5. Resolve the issues and work with implementer
4.6.6 Close the change

Change implementer must close the change request by next working day.
Related Tool :
Related Process:
Role
Change Assignee
Procedure Name: Close the change

Account :
Change review teamroom
XXXXXXX
Step
1. Close the change request by verify the completion criteria if no
problem arise
2. If any problem occur during the change with problem record raise,
update the problem record as well and work with preventive action
plan prevent the change from failure again.
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Role
Change coordinator
Step
3. Change and ensure Change Assignee have follow the failure
change with preventive action in place according to problem record
4.7 Change Review Teamroom format
4.7.1 Change review teamroom address:

ITS/MADB/Testing/CRMS.nsf
4.7.2 Large Account Management teamroom
Account SSR/AAM should put the VIP account profile into Large Account Management
teamroom, for review board members know better about this customer
zSeries already use it long time, pSeries could setup new records in the database
Database address: D23dbl35/23/A/IBM, file name: dbom/zhaoli/zserie1.nsf
Account profile include:
Machine Inventory
Machine Config
Machine connection diagram chart
OS / Microcode versions, EC level, PTF level
Any other useful account information
4.7.3 Change review teamroom format (in notes database)
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4.8 Change Review Processes
4.8.1 Change Review Process
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4.8.2 Change review database using process
CR procedure VIP
SSR
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Chapter 5:
SSR
business
1.1
Account SSR IBM
update Account Profile

Account SSR IBM
// HACMP
DB2Websphere
ASP SLA(Special Level Agreement)
1.2
share workload Account SSR
Account Support Plan

ASP

VIP 1
1
PM Form Service Log
CIE
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pending
Management Team TSG care call.
1.3
Soft Skill
/
IT ManagerCIO
The truth moment
stand on his feet

Violation
Deadline
BOSS
2. Account Support Plan
(Account Support

IBM

Plan) Account Support Plan
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Account Support Plan
3. Complaint Management
3.1 Why Complaint Management is Important
Complaints are an important opportunity for IBM to demonstrate strength and commitment to
Customers. We should view complaints as an opportunity to excel in front of our Customers. Fast
recognition and acknowledgement of a Customer's complaint can increase a Customers
satisfaction and loyalty to IBM.
Customers who complain and are satisfied with the complaint resolution are much more likely
to be loyal to IBM than customers who do not complain.
3.2 What is a Complaint

Complaints are a normal part of business; how they are handled can demonstrate IBM
excellence. The key is to recognize a complaint quickly and to get help to resolve it.
IBM defines a complaint as a request for assistance when any of these issues occur:
Customer expectations have not met

The customer is irate
Customer loyalty is at significant risk
3.3
, , ,
, :
, ;
,
: , .
, , :
""
". "
84 / 156
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"
,
, (),
, (),
, ,
,
:
"
3.4
,
,
: ()
:
:
:
:
: .
: ,
: ,
NO
: ,
: , ,
: ,
: (),
NO vs. Yes, but.....
85 / 156
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,
, .
. , ?
: ,
:
3.5 Complain Handling Process
86 / 156
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4. VIP Account DB
Account
Account SSR VIP
VIP Account DB
Support Plan
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ITS/MADB testing\CustInfo.nsf
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Chapter 6:
1.
business :
MTS(Maintenance and Technical Service)
MA ServiceMaintenance Agreement IBM
OEM MA Service
CISCO MA business MTS business
MTS non_MA service
business MA , ITD
Small Deal MTS non_MA Hardware support service
Middleware MA Hardware/Software Installation Service ( SmoothStart Service)
Relocaton Service
2. MA(Maintenance Agreement)
Check
Tips
SSR MADB MOM
MA
update
1. MA
MA
2 MA/EPSB/EPSP/SWMA
Opportunity
3. machine type model serial MES feature

No.Feature MA
4. (service level)
IBM service level

service level
5*115*185*246*116*186*24
7*117*187*24
(5X11)
5*11 7*24 service level
(7X24)
5*97*24
5.
6. (SLA) SLA

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7 BP
BP
to BP IBM
to BP
8.
9.
request MA Contract Center

GP (GP GP
Analysis)
request buyer No. enduser

location, machine typemodelserial No, MA
durationservice level
IBM
IBM MA

MA Contract Center
buyer end user

1. 2. EMS
MA
MA sales support
sales support
IBM

MA Contract Center Review
MA Contract Center
MA Contract Center
IBM
IBM

MA Contract Center Review
12
IBM 800
cus sat VIP
800
IBM
800
3. MTS non_MA
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MA Deal Hub TS Contract
Statement of Work, short for

SOW
SOW certified QA review
approvel offering
QA review SOW pricing SOC
Non_MA :
Check
Tips
SOW Non_MA 100% COD
1 CSE Form Contract Request Form non_MA admin

non_MA admin
Buyer
2. SOW
MA&MTS SPL SOC
4 B-Case
SOW SOC
approval.
3. TREASURY TEAM CREDIT CHECK
NON-STD PAYMENT TERM
approval
4 SOC
non_MA admin ASL
6
B-Case approval
5. Follow B-case SOW
non_MA admin ASL B-case
, B-case approval
cycle.
6 Follow EI
EI ASL
engage involve procurement.
QA request form QA Teamroom
7. QA request form SOWcost model
non_MA admin
QA review, QA cost model template
review forward non_MA admin
admin template.
C&N APPROVAL.
SOW C&N
MA contract center
Support Center
non_MA
approval
PRICER approval
10 Buyer
11 Buyer Contract
Admin
12 100% COD Buyer
13 Buyer EnduserPM Buyer

Buyer confirmatoin letter IBM
Enduser
14PM 39 code time report
9. COST MODEL
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Account IDman hour

time report
15
completion report CSO
Completion report Completion
Admin.
report
4.
Project ManagerPM 3
MA Non_MA
IBM IBM Bid
ProposalIBM
Check
Tips
1 PM
contract center
2
3 contact center GP analysis
delegation discount approval
4

Deal Hub Admin
5
supporting
Part room Manager support.
6 QA request Form offering TCV
RFP IBM QA review QA review.
7 QA review
C&N review.
8 MA Mix Level
Platform Leader Nicky Chong PM
Support
9 Credit Check, Contract
Treasure support.
Center Admin
10 Pricing Contract Center Admin
support.
11 6-10 supporting
IBM
Deal Hub Bid review
Copy Center
12
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5. Menual Insert
IBM WTAAs MA
WTAAs
MA
MA Manual insert MA
feature code
supporting:
SSR WTAAs
SDM support
Manual Insert
manual insert
special approval IBM
MA WTAAs manual insert
supporting
1. EOS (End of service)
Country platform leader, parts team manager, GCG Opp.management and PLC manager,
China MA Competency Manager
xSeries, OEM manual insert

supporting
manual insert support
3.Machine Drop in WTAAs update
drop in manual
insert
supporting
2.Non_WTAAs product (ie.X-series)
IBM
MA
SDM support
6. Mix-level
MA contract
service level( 7*24 5*11) support

supporting:
Platform owner => 1st line mgr => 2nd line manager => Fredie Sun
Platform owner :
1. System z: Zhao Zheng
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2. System p: Paul Chen
3. System i: Li Shuang
4. System x: Zhong Hui Ting
Managers, MA Contract Center Admin
7. EOS
IBM IBM 1 EOSEnd of Service

EOS 3 EOS
EOS IBM EOS RS6000
1. platform owner
EOS Platform owner :
System z:
Zhao Zheng
System p:
Su Zhan / Paul Chen
System i:
Li Shuang
System x:
Zhong Hui Ting
EOS Request Platform owner ( platform owner )
WATTAS VPD
Service GuideDiagnostic Information for

Multiple Bus Systems RETAIN RSINFO FC VS P/N
https://csscru.atlanta.ibm.com/wppl/UserMain
3. Platformowner Review EOS Request IBM ETC

4. IBM ETC forward BTO team (India) review
5. BTO team EOS Request availability
6. BTO support Notes platform owner
7. Platform owner
8. platform owner ETC
9. BTO team / supporting
10. platform owner Contract Center
MA 18 Notes Contract Center EOS MA
BTO team
manager
EOS
extension
EOS
2.
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EOS
EOS
EOS
Percall
8.
1. IOI form Finance Karin XiaoEMS 2

2
2. Karin supplier CAAPS
CFO
3. CFO
4. Finance Finance Margaret 1
5. Margaret 2 support
6. Margaret scan
Tips CFO support
IOI form
supporting
support support
FinanceManager, CFO
Karin Xiao 0755-86362212

note id: Karin Xiao
Karin
IOI
Margaret 02085113548
note id:LIANGXJ
Margaret office Finance
IOI
3 2 4
518057
9. PERCALL
PERCALL
MA
call dispatcher PO /

PERCALL billing
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callSPOE call SPOE

SPOE PERCALL dispatcher
PO dispatcher
dispatcher PERCALL *
*
Dispatcher PERCALL
/
dispatcher
RCMSdispatcherdispatcher RCMS
PERCALL PER CALL ISSUE
dispather PERCALL
PER CALL ISSUEPER CALL ISSUE
Percall Country Critical Part List

SSR Platform
Owener
Platform Owner
MA/Warranty inventory
PERCALL
Critical
Platform Owner
MA/Warranty
PERCALL
dispatcher quotation per call log

Admin
Admin PERCALL billing CSO PERCALL
* call *
**laborpart
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Chapter 7: Time Reporting
1. Overview
Time Reporting Activity time reporting labor cost

(Warranty or MA) labor cost
time report Machine SN Utilization code WttyMA)
Hours() Machine SN Utilization code code Hours Svc 40
MA.
Utilization code Hours Share
SSR Svc Code Activity Time Report time report
Cost Allocation MA GP SSR
Utilization Rate should be a reasonable rate
Time Report
Machine SN
Customer NO
Service Hrs
Service Code
SSR
Time Report
Hours
Salary
Travel
Facility
..
Revenue
Cost allocation
Wtty Cost
Utilization Rate
MA Cost
Brand
GP
Salary
HC
Promotion
Travel
Function of activity reporting

Standardize quality measurement to service
Improve customer satisfaction & success in service market
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Measure SSR activity time

Verify calls in RCMS
RCMS update basic rule

All SSR should fill activity report in RCMS
RCMS input correctly & actually
Follow call taken process
Use correct code & update timely
2. Service Code
highlight SC
Service Code
2.1 Hardware related activities
SC
10
AC
DESCRIPTION
HW CORRECTIVE MAINTENANCE/DEFECT/REPAIR
HW PHONE ASSIST CUSTOMER ON REPORTED PROBLEM/CAG DUTY
HW PREVENTIVE MAINTENANCE/CLEAN/ADJUST/LUBRICATE //
HW INSTALLATION OF MACHINES
HW INSTALLATION OF MES
HW INSTALLATION OF ECEC
Dead On Arrival (DOA) box installation activities DOA
DOA MES installation activities DOA
ACCOUNT & SYS MGMT / ACCOUNT PLANNING /
MA SELLING SERVICE MA ,
HW TEST OR INSPECTION MACH/DISCONNECTION/TELE-PROCESSING,ETC
Svc 48 Svc 20Svc40
Manager
12
20
30
31
32
34
35
40
47
48
60
61
ASSISTANCE TO OTHER FUNCTIONS/INTERNAL DEPARTMENT

ASSISTANCE TO OTHER COUNTRIES
2.2 Software related activities
SC
AC
DESCRIPTION
11 SW PRESALES - SYSTEM ASSURANCE-MARKETING ENGAGEMENT
12 SW PRESALES - SYSTEM ASSURANCE-PRE INSTALLATION
17
11
17
12 SW PREVENTIVE MAINTENANCE WITH CONTRACT(EPSA/B)
SW CORRECTIVE MAINTENANCE WITH CONTRACT(EPSA/B)
EPSA/B
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17
13 SW USAGE SUPPORT WITH CONTRACT(EPSA/B)
2.3 Services / Projects related activities
SC
01
01
02
05
06
06
39
39
39
63
63
63
70
71
72
73
79
AC
DESCRIPTION
11 HW PRESALES - SYSTEM ASSURANCE-MARKETING ENGAGEMENT
12 HW PRESALES - SYSTEM ASSURANCE-PRE-INSTALLATION
SVC PRESALES-QUALITY ASSURANCE FOR SOLUTION(FOR FEE
SVC PRESALES - SVC ENGAGEMENT(SELLING ACTIVITY)
13 SVC PRESALE-GENERAL MARKETING PROMOTION(ACS,OTHER IBM
14 SVC PRESALE-GENERAL MARKETING PROMOTION(Q & A)
11 PRODUCT SERVICE - S/W INSTALLATION /ES
15 PRODUCT SERVICE - S/W INSTALLATION /AS
PRODUCT SERVICE - S/W INSTALLATION /RS
HACMP
17
LPAR
10 CUSTOMER SUPPORT ( FOR HVP USE ONLY )
20 CONTACT WITH VENDOR ( FOR HVP USE ONLY )
30 CO-ORDINATE ( FOR HVP USE ONLY )
BCRS-BRS
NCS-NWI/D/NW MGMT/ NW CONSULTING SVC/NW
SS SVC
PSHW SVC
ISMS SVC
2.4 Available time
SC
41
42
80
82
83
86
92
AC
DESCRIPTION
HW TEST OR REPAIR SPAR PARTS/TOOLS/INSTRUMENTS
ATTEND CUSTOMER MEETING/DEMO/PRESENTATION/BP/VENDOR
STANDBY DUTY DURING OFFICE HOURS/AVAILABLE/G-ADMIN
CALL DISPATCHING(SVC COORDINATORS)

SECRETARIAL ADMIN ACTIVITIES/FILLING/SCHEDULING
STANBY DUTY AFTER WORKING HOURS OR PRIME SHIF HOURS
MANAGER
INTERNAL SYSTEM MAINTENANCE
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2.5 Non-available time
SC
51
52
53
54
55
56
57
90
94
AC
95
DESCRIPTION
CUSTOMER ORIENTED
SERVICE BUSINESS ENGAGEMENT
SERVICE BUSIENSS FULFILLMENT
INTERNAL PROCESS & PLANNING
INTERNAL PEOPLE MANAGEMENT
BP LEGAL ORIENTED
MISCELLANEOUS
VACATION/ILLNESS/LEAVE/ABSENSE
ATTEND INTERNAL MEETING/COUNTRY/UNIT/MGR/ISO9000
ATTEND TRAINING FOR NEW HIRE(TRAINEE/WITHIN 6 MONTHS
New Hire
10
Time Report
Mentor
ATTEND TRAINING/SELF-STUDY/SEMINAR/WORKSHOP IN SAME CI

/
11
95
95
96
12 ATTEND TRAINING/SELF-STUDY/SEMINAR/WORKSHOP IN DIFF CI

13 ATTEND TRAINING/SELF-STUDY/SEMINAR/WORKSHOP IN ANOTHER
PREPARE&TEACH PSS CLASS/INSTALL&REPAIR TRAINING MACH
95
2.6 SSR Time Report
parts replacement Call

Utility Rate, 20,40
,Project Charge MA cost
Meeting, Training, SA
2.7 Time Report

Time Report
Time Report SSR Workload SSR workload
Time Report
RCMS cut off day 22/23

Service Code Time Report
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Time Report
SC Total Hrs Travel
SSR performance
CALL Time Report
Svc10 Time Report SSR travel
Onsite Check trouble shooting
SSR Call Center
SC 10

Code Travel
EPSA /B Code Time Report

Contract for EPSA/B
Code MA WTTY Code

(MarketingBrandISU) warranty PMSSR Service Code
20
Code MA
MA PM
Svc 3031323435
Code
SSR Call Center IR Report
SC 12
SC17
SC 20
Svc 40
Customer complaint
Customer enquiry (machine information, configuration, contract related issues)
CriSit handling, escalation and reporting (Other than repairing machines, PMH
updating).
all customer support activities
/
Svc 42
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sc : Service Code
ac : Account Code
cc : Completion code
--1 : Complete
--2 : Incomplete
--3 : Assistance to
other SSR
total : Total Svc Hours 000-240 <= Stop Time

travel : Travel Hours 00-99 <= Stop Time or
Total Hours
stop : Stop Time 000-240
pause : Pause Time (lunch time or relax time ..)
pw : Parts Waiting
otd : u --- Non Shift
d --- Shift
mt : Machine Type, or : plant of manufacturing (first two of S/N) ,

sn : serial Number (00+ last 5 number of S/N)
otc : OT Code
0 normal working hrs
1 overtime on normal
working hrs
2 overtime on holidays
3 overtime on weekend
Input percall
svc log no.
s-bill : system billing code (0 not billable, 1 billable, 2 billable on

decision, 3 billable outside MA)
s-rc : system reason code
c-bill : CE billing indicator (0 not billable, 1 billable, 2 billable on decision,
0,percall 3
3 force bill) SSR
c-rc : CE reason code,
bh : billing hrs
Time Report SSR performance SSR Time Report

cc 2
Create Time Report cc 1
2.8 Service Code
2.8.1 SC 10: HW corrective maintenance/defect/repair
Call Center
call Time Report
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Call REP Time Report Table Call Time Report

call center dispatcher SSR SSR total hrstravel
hrsstop timepause timeparts waiting time, etc
SSR
Total = +()
Travel ()
Stop =
2.8.2 SC 12: HW phone assist customer on reported problem/CAG
duty
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Svc Code = 12 CAG SSR

(M/TS/N)
2.8.3 SC 17: SW Corrective Maintenance with Contract (EPSA/B)
Svc code = 17 report SC 17 EPSA/B

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2.8.4 SC 20: HW preventive maintenance/Clean /adjust/Lubricate
Svc Code 20 report SC 20 MA

hard bundle MA PM
Break & Fix PM PM
PM
Warranty PM (MarketingBrandISU) warranty
PMSSR Service Code 20 charge out
SC 20 SSR PM
2.8.5 SC 30/31/32: HW installation of machine/MES/EC
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Total =
+()
Stop =
EC
report
2.8.6 SC 40: Account & SYS MGMT / Account Planning
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2.8.7 SC 42: Attend Customer

Meeting/Demo/Presentation/BP/Vendor
SC42
total hrs stop time
2.8.8 SC 47: MA Selling Service

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SC 47
2.8.9 SC 48: HW test or inspection
machine/Disconnection/Tele-Proc
SC 48
2.8.10 SC 80: Standby duty during office hours/Available/G-Admin
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SC 80 total hrs stop time
SC80
2.8.11 SC 86: Standby duty after working hours or Prime Shift

hours
total hrs stop time duty phone non-office hours

service call SC (1012)
SC 86
stanby
2.8.12 Time Report for Project
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For Project no machine information. SSR should report 7X for all project with the project
code.
Customer no and contract no must be input.
Total hour & stop time must be input.
Project
Project Time Report
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Chapter 8
Measurements
1
SQI
1.1 SQI
SQI 3
SQI = Service Quality Index
SQI
Service Quality Index

the time from customer call in IBM to SSR onsite
(
call Center Call SSR
)
Response Time
Response Time=Arrival Date/Time-Open Date/Time
(From 08:30AM to 17:00PM Mon.-Fri.
the time from SSR arrived customer site to problem fixed and call closed
( SSR
SSR
)
Resolution Time
Resolution Time=Close Date/Time-Arrival Date/Time
(7*24hrs)
Calls taken by the SSR that are not the first call of a repeat call,
detected in this period (taken between the 7th of previous month
First Time Fix Calls and the 20th of this month).
(
14
Call)
Same MT+SN exists within 14 days (by Local_Open_Date) is treated
as a repeat call
1.2 SQI
Response Time SQI =

InCity : (within 4hrs)*50% + (within 2hrs)*50%+OutCity : (within 1day(8.5hrs)*100%
(InCity + OutCity )
Resolution Time SQI =

Resolution Time (within 6hrs)*50% + (within 4hrs)*30% + (within 2hrs)*20%
Total Call Closed
First Time Fix SQI =

(Total calls opened - No. of (first of repeat calls)) / Total calls opened
X 100
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Combined SQI =
(Response Time SQI + Resolution Time SQI + First Time Fix SQI) / 3
IBM office Incity
* Incity
1.3 SQI
Outcity
Incity
Outcity
Incity
Incity
call
call
RESPONS SQI
RESP<=1D
RESP<=4HR RESP<=2HR
closed
closed
11
15
14
14
{(14X50%+14X50%+7X100%)/(11+15)}*100=81
11
15
14
{(14X50%+0X50%+7X100%)/(11+15)}*100=54
Response time is calculated with working hours( Mon-Fri 08:30AM to 17:00PM)

Response time = Local Arrival Date/Time Local Open Date/Time
RESP
4HR
Call
RESP
2HR
RESP<=4HR
Total
call
closed
13
13
13
RESOL<=
RESOL<=4HR RESOL<=6HR RESOL SQI
2HR
13
0
0
13
12
0
13
13
13
{(13X50%+13X30%+13X20%)/13}*100=100
{(13X50%+12X30%+0X20%)/13}*100=78
{(13X50%+0X30%+0X20%)/13}*100=50
Resolution time is calculated with calendar day ( 7X24 hrs)

Resolution time = Local Close Date/Time Local Arrival Date/Time
RESOL<=6HR
RESOL
6HR
Call
RESOL
Call
Call
4HR 2HR
1.4 SQI mesurement

Call Center
SSR
RCMS call SQI report SQI report

SQI
2. Score Card
Score card
SSR performance
Items
Score
Very
Very
Good Good Medium Bad Bad
+5
+3
0
-3
-5
113 / 156
SSR Handbook
Skill Management
a. Create the individual skill profile every half year
b. Update the skill profile and show skill improvement
c. Attend arranged training and self-study
d. Certify checking, get CATE in the first 2y, 1 more every 1y
e. Skill sharing enthusiasm
f. Enthuse to pursue technical knowledge
Account EC/PTF level management
a. Deliver the latest EC / PTF information to the qualified clients
b. Perform the Hiper level of EC asap after announced
c. SSR should perform EC/PTF upgrade regularly for their clients
d. Should not have CIE case because of low EC/PTF level
a. Submit CRMS record before Customer change
b. Close CRMS record after change complete
RSF/Call Home/eSA Enablement
a. ESS / DS call home setup/active
b. z/i/p series server RSF setup/active
c. eSA enable
PMH Performance
a. Update PMH timely depends on SV level
b. Close PMH after problem fixed
c. Open PMH quality
Account Management
a. Update Account Mgmt DB for Focused VIP/VIP/Attetion clients
b. thank you letter from customer
c. Good habits on documentation
d. periodic PM and clean up PM log, service log
Call Handling
a. response timely after receive a call
b. call resolution time
b. Close the call within 7 days after receive the call
c. return part in time
Business Sense
a. Show high enthusiasm on business OI
b. Have capability to follow up business engagement independently
Time Reporting
a. Time reporting accuracy
b. Utilization rate
114 / 156
SSR Handbook
Fixes Management Process

WW Fixes
Announcement
Fixes Announce
at public website
/ Subscription
WW Service
Planning / Tech
Support
EC Announcement
Critical Fixes Alert
TSG
Review EC & Fixes

Information
Mandatory
EC /Fixes?
YES
Alert Field Team &
SDMs, Planning &
Tracking
SDM &
SDL
SSR
Customer
Awakened, Push &

Monitoring
Help Customer setup

Fixes Applying
Strategy
Setup own Fixes

Applying Strategy
Awakened &
Inform Customer
Awakened &
Planning
NO
Other
Critical
Fixes?
YES
Alert Field Team

& quarterly Fixes Letter
Awakened &
checking Fixes
Letter Delivery
Alert Customers,
Planning &
Implementation
Release specific
Fixes Letter to
customer monthly or
Planning, Testing &

Implementation
Planning, Testing &

Implementation
115 / 156
SSR Handbook
Tracking & Escalation Process
ISU &
BRAND
TSG
SDM, SDL
& AAM
SSR
Push customer
implementation
Alert Field Team & SDMs for

mandatory EC/fixes,
planning for implementation
Mandatory EC/fixes
tracking
Awake & push

implementation &
monitoring
Alert Customers,
planning &
implementation
Push customer
implementation

& quarterly Fixes Letter
Push customer
implementation
Alert ISU, Brand

SDM, SDL & AAM
Awake & checking

Fixes Letter
Delivery
Release specific Fixes

Letter to customer
monthly or quarterly
YES
Review & feedback
results
Customer
Planning, Testing &

Implementation
No action
In 1 month?
Planning, Testing &

Implementation
Push customer
implementation
Alert ISU, Brand

SDM, SDL & AAM
YES
Review results
Planning, Testing &

Implementation
No action
in half year?
Planning, Testing
& Implementation
116 / 156
SSR Handbook
CritSit Management Process

Potential CRITSIT Process
FLOW OF CRITICAL SITUATION MANAGEMENT PROCESS
Report to
Customer
IBM Team
Issue
Local/Remote
Country Technical
Support
Support
Country Alert &
CRITSIT Request
L2/L3
Customer
Problem
Customer Critical
Situation Noted
Opening
CRITSIT
PMR/CMVC
CRITSIT PO
Monitoring
Alert to RO
Manage/Control
or BUE
CRITSIT SM
CRITSIT
L3/Lab
CRITSIT
Report/Update
Support Team
PMR/CMVC
Project Office
CRITSIT
RESOLVED
CUSTOMER
SATISFACTION
RESTORED
CLOSE
CRITICAL
SITUATION
5 PREVENTING
FUTURE
PROBLEMS
CAUSAL
ANALYSIS
CRITSIT
MANAGING CRITICAL
SITUATION
Close
Country CRITSIT
PLAN TO
PREVENT
RECURRENCE
117 / 156
SSR Handbook
System p
p
p

MA
SSA
SSA
IBM
1.
2.
3.
4.
5.
IBM
242
505%
200~240V 380~415V -48V5%
1
1V

LCD

error log
errpt d Herrpt aj err_id |more
diag -ed hdisk1
SENSE DATASRN, FRU
snap r; snap ac
mailroot
alog ot bootalog ot console
shutdownService Processor
7040
118 / 156
SSR Handbook
lsvg o|lsvg il |grep stalestalestale
6.
7.
8.
9.
10.
11.
12.
13.
//
"/usr/lpp/diagnostics/bin/utape -cd rmt0 -n"
CPU
bindprocessor qCPUdisablelsattr El sys0CPU GUARD

AIX 5.2 CPU GUARDdisable/CPU3
enable CPU GUARDAIX 5.2CPU2enable CPU
GUARD
SAN
SANZONING
IP
ping
RAID
IBM
RAID1/RAID5/RAID10RAID0
RAID0RAIDdegrade
cachehotspare
2. System Power Control Menu => 6. Enable/Disable Fast System Boot

diagnostics
Service Agent
/MAService Agent,Service Agent

IBM SDR
(Microcode)
mandatory
119 / 156
SSR Handbook
14.
snap-r;snap gc/tmp/ibmsupt/snap.tar.Z /tmp/ibmsupt/snap.pax.Z
RS/6000p
1.
2.
3.
errpt d S
mailrootalog ot bootalog ot console
HACMPTSMLOG
AIX/ (
)80%(/usr)
100MB
fsck
JFSLOG1PPLOG512PPJFSLOG
JFSLOG256MBLOG
JFSLOG
(paging space)
AIXAIX4.3.3
70%

rootvg
rootvg
120 / 156
SSR Handbook
4.
5.
6.
7.
8.
9.
vmstattopas
ROOTVG
PTF
ROOTVGmount
ROOTVG
ROOTVG
TSM
pingnetstat rn/etc/hostsDNS
ROOTVGlsvg l rootvgROOTVG
lslv l lvname
RAID1/5/100+1
0+1
DUMP
DUMPsysdumpdev eDUMP
DUMPDUMP
4GBAIX5LDUMP/dev/lg_dumplv
DUMPDUMP
ROOTVG
DUMPalways allow dumpTURE
121 / 156
SSR Handbook
last username
who /var/adm/sulog
who /etc/security/failedlogin
smit.log
root
HACMPDOWN
HACMP
Cluster Verification
HACMP
* I/O pacing: high/low watermark 33/24

* /sbin/rc.bootsync1060
* HACMPfailure detect rateslow
* /etc/inittabpower management
* minfree/maxfreeminfree=CPU#x120maxfree=CPU#x120+32
maxfree=CPU#x128maxfree-minfree100)
*
:
smitty clstoptakeover
10. HACMP
11.
12.
(PTF)(Microcode)
HACMPTSM
snap-r;snap gLc/tmp/ibmsupt/snap.tar.Z /tmp/ibmsupt/snap.pax.Z

LVM(LV MAPING)
/tmp100M
122 / 156
SSR Handbook
Account Support Plan Sample
IBM 2006

4
: IBM 5
:IBM 6
: 2006 7
123 / 156
SSR Handbook
3.1 7
3.2 MA 7
3.3
7
3.4 8
: IBM 9
4.1 9
4.2 14
: IBM 26
124 / 156
SSR Handbook

: 21
21
22
26
IBM e Server zSeries 29
34
125 / 156
SSR Handbook

2005 ,IBM ,
,
,
()
,
2006
IBM , ,
!
126 / 156
SSR Handbook
IBM
IBM
IBM
IBM IBM
127 / 156
SSR Handbook
IBM
series
z-Series
z-Series
Series
Series
Series
p-Series
z Series
z-Series
Series
z-Series
ITS
MTS
leeh@cn.ibm.com
liuyongl@cn.ibm.com
yufeng@cn.ibm.com
IBM
128 / 156
SSR Handbook
2006

1.

2.

MA
MA IBM
IBM
IBM
2 IBM
129 / 156
SSR Handbook
130 / 156
SSR Handbook
IBM
IBM
A.
B.
C. IBM IBM
D. IBM
1 /
1 /
5 11
1 /
1 /
6 12
2 /
TEAM
S/390
RS/600
0
Printer
IBM
3.
131 / 156
SSR Handbook
A. IBM 2
B. IBM 24
IBM IBM
C. IBM IBM
IBM
4.
IBM 24 800-810-6677
IBM
5.
IBM
IBM

1. Healthy Check
Healthy Check
Healthy Check
2006 IBM
Healthy Check
2
Z-Series
3
IBM
132 / 156
SSR Handbook
IBM
4. p-Series HACMP
RS/6000 HACMP
IBM
HACMP
2006 IBM 6 12
5.
IBM
IBM
133 / 156
SSR Handbook
z-Series
2006 IBM

1)
2)
3)
4)
5)
3
2005 04 08 2005 12 31
5 8 ( IBM
)

6)
5 8
7*24 2
4
5 8

134 / 156
SSR Handbook
7*24 4
5 8
7*24
6
z/OS CICSDB2TWSNetviewSystem Automation

GDPS/XRC IBM
IBM

1300311015 63262288-5111 Taotao@cn.ibm.com
4
1380167687 63261188-2017 Liulin@cn.ibm.com
4
1380162427 63262288-2263 Fanjiong@cn.ibm.com
5
1391638037 63262288-5104 Caiwjun@cn.ibm.co
0
m
1350192326 63262288-4613 Fanxy@cn.ibm.com
7
3
3.1
135 / 156
SSR Handbook
3.2
SMP/E History File
(Profile)
3.3
3 4
PTF IBM
RSU APAR/PTF PTF
RSU PTF
HIPER APAR/PTF
PTF
RSU PTF IBM (Consolidated Service
Test) PTF Action PTF
PTF
4
4.1
4.2
Error
MessageDumpTraceSyslog
136 / 156
SSR Handbook
4.3 PTF
APAR/PTF APAR/PTF
APAR/PTF
APAR/PTF
PTF
4.4
5 8 IBM
Nova PTF
DB2CICS
137 / 156
SSR Handbook
8
10

11
138 / 156
SSR Handbook
p-Series
RS/6000
2006 IBM RS/6000
RS/6000
A.
a.) /
IBM 3
b.)
IBM
B.
topas
CPU,
IBM
,
C. /
PTF
IBM ( RETAIN )
IBM RETAIN
PTF,
a.)
b.)
c.)
d.)
e.)
f.)
g.)
h.)
/ ( PTF )
PTF
/
/
PTF
PTF
2.
IBM
IBM
139 / 156
SSR Handbook
3.
IBM
4.
IBM 7 24
800-810-6677 ,IBM ,
5.
IBM ,

1.
IBM
HACMP
2.
IBM ()
3.
IBM
IBM
IBM IBM
IBM
2006 IBM 2005

140 / 156
SSR Handbook
2006
80
28989999
yxmao@dccsh.icbc.com.cn
yingzhang01@dccsh.icbc.com.cn
xhzhang@dccsh.icbc.com.cn
xpfei@dccsh.icbc.com.cn
yxchen@dccsh.icbc.com.cn
zkdong@dccsh.icbc.com.cn
ljliu@dccsh.icbc.com.cn
rqzhang@dccsh.icbc.com.cn
zyxu@dccsh.icbc.com.cn
jchen@dccsh.icbc.com.cn
lxiao@dccsh.icbc.com.cn
141 / 156
SSR Handbook
1.

2084-B16 83F926C
2084-B16 83F927C
2084-B16 83F928C
2084-B16 83F929C
2084-B16 83F92AC
2084-B16 83F92BC
2084-B16 83F92CC
2084-B16 83F92DC
2084-B16 831E6BD
2084-B16 831E6CD
2105-800 9728059
2105-800 9728801
2105-800 9728906
2105-800 9728907
2105-800 9728908
2105-800 9728909
2105-800 9728780
9032-005 021604A
/MA
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16
2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
2004-8-16 2006-06-3
0
142 / 156
SSR Handbook
9032-005
021605A
9032-005
021606A
9032-005
021607A
9037-002
021608A
9037-002
021609A
2032-140
13A2872
2032-140
13A2873
2032-140
13A2874
2032-140
13A2875
2074-003
02121BA
2074-003
02121BB
2074-003
02121BC
2074-003
02121BD
3490-FC
0
3490-F11
78FC993
3490-F11
78F8957
3490-F11
78F8760
3490-F11
78F8826
78F8778
3745-61A 5761529
3746-900
5795309
4000-IS2
0122128
4000-IS2
0122129
4000-IS1
0111320
MA
MA
MA
MA
MA
MA
MA
MA
MA
MA
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
2004-8-16
11
2001 11
2001 11
2001 11
2001 11
2001
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-6-30
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
2006-06-3
0
143 / 156
SSR Handbook
3900-OW 0150634
1
3900-OW 0150635
1
MA
MA
2006-06-3
0
2006-06-3
0
/MA
9672-Z87 831194C MA
2006-06-3
0
9672-R6 0242807 MA
2006-06-3
6
0
9672-X37 831011A MA
2006-06-3
0
9672-X37 83101AD MA
2006-06-3
0
9672-R0 831011B MA
2006-06-3
6
0
2006-06-3
9032-005 0211CED MA
0
2006-06-3
9032-005 0211CEE MA
0
2006-06-3
2032-064 1311CF3 MA
0
2006-06-3
2032-064 1311CF5 MA
0
2006-06-3
2074-001 021068F MA
0
2006-06-3
2074-001 021068E MA
0
2006-06-3
2074-001 021068D MA
0
9037-002 0230439 MA
2006-06-3
0
9037-002 0230440 MA
2006-06-3
0
2006-06-3
2105-F20 9719869 MA
0
2006-06-3
2105-F20 9720207 MA
0
144 / 156
SSR Handbook
2105-F20 9720055
2105-F20 9715071
2105-800
97-26297
MA
MA
2003-9-1
9
2006-06-3
0
2006-06-3
0
2006-09-1
8
OS/390 Product Information(2.9)
OS/390 2.9 BCP

OS/390 2.9 Softcopy Print - PSF for Softcopy Print (Base)
OS/390 2.9 Softcopy Print - PSF Compatibility Fonts (Codepages)
OS/390 2.9 Softcopy Print
OS/390 2.9 Softcopy Print - PSF Compatibility Fonts (Font Sampjcl)
Tivoli Performance Reporter Base Function 1.4.0
Tivoli Performance Reporter Base Function 1.4.0 (ENU)
Tivoli Performance Reporter Network Performance 1.4.0
Tivoli Performance Reporter Network Performance 1.4.0 (ENU)
Tivoli Performance Reporter System Performance 1.4.0
Tivoli Performance Reporter System Performance 1.4.0 (ENU)
Tivoli Performance Reporter Distributed Systems 1.4.0
Tivoli Performance Reporter Workstation Performance 1.4.0 (ENU)
Tivoli Performance Reporter CICS Performance 1.4.0
Tivoli Performance Reporter CICS Performance 1.4.0 (ENU)
Tivoli Performance Reporter Capacity Planner 1.4.0
Tivoli Performance Reporter Capacity Planner 1.4.0 (ENU)
Print Services Facility for OS/390 3.1.0
PSF Compatibility Fonts 3.1.0 (Unbounded Box)
PSF Compatibility Fonts 3.1.0 (Compats)
OS/390 2.9 3270 PC File Transfer Program
MQSeries for OS/390 2.1.0
MQSeries Client for OS/390 2.01.0
C/370 Library 2.02.0
PL/I COMPILER, LIB AND INTERACTIVE TEST FACILITY 2.3.0
OS PL/I V2 Library
AFP DBCS Fonts 2.1.0 (CHS)
MQSeries Internet Gateway for OS/390 2.1.0
OS/390 2.9 ISPF
Page Printer Formatting Aid/370 (PPFA/370) 1.1.0
DITTO/ESA for MVS 1.3.0
Tivoli User Administration for OS/390 Server 3.6.1
OS/390 2.9 EREP
OS/390 2.9 JES3
OS/390 2.9 Language Environment
OS/390 2.9 Secureway Communications Server IP
OS/390 2.9 UNIX System Services Application Services
OS/390 2.9 DFSMSdfp
OS/390 2.9 Terminal I/O Controller
OS/390 2.9 Hardware Configuration Definition (HCD)
OS/390 2.9 Integrated Cryptographic Service Facility (ICSF)
Java for OS/390 1.1.8
145 / 156
SSR Handbook
Tivoli Management Framework for OS/390 3.6.1
OS/390 2.9 Tivoli Management Framework Endpoint
Tivoli Security Management for OS/390 3.6.1
Tivoli User Administration for OS/390 Endpoint 3.6.1
OS/390 2.9 BCP (CHS)
OS/390 2.9 OSA/SF
OS/390 2.9 BookManager BookServer
OS/390 2.9 Infoprint Server
OS/390 2.9 Security Server - LDAP Server
OS/390 2.9 Security Server - Firewall
OS/390 2.9 Security Server - RACF
OS/390 2.9 TSO/E
OS/390 2.9 SecureWay Communications Server SNA
OS/390 2.9 SMP/E
OS/390 2.9 Open Cryptographic Services Facility
OS/390 2.9 Security Server Open Cryptographic Enhanced Plug-ins
OS/390 2.9 C/C++ with Debug Tool
OS/390 2.9 C/C++ IBM Open Class Library
OS/390 2.9 Encina Toolkit Executive
OS/390 2.9 RMF
OS/390 2.9 JES2
OS/390 2.9 SDSF
OS/390 2.9 DCE Base Services
OS/390 2.9 DCE Application Support
OS/390 2.9 Distributed File Service
OS/390 2.9 Hardware Configuration Manager
OS/390 2.9 GDDM
OS/390 2.9 GDDM/MVS (CHS)
OS/390 2.9 UNIX System Services Connection Manager and Process Manager
OS/390 2.9 SecureWay Security Server - DCE
OS/390 2.9 Text Search
OS/390 2.9 WebSphere Application Server
OS/390 2.9 IBM HTTP Server
OS/390 2.9 BCP - JBB66C9 (CHS)
OS/390 2.9 UNIX System Services Application Services (CHS)
Tivoli NPM 2.5.0
Tivoli NPM Netware Feature 2.5.0
Tivoli NetView for OS/390 1.3.0 - NetView Unattended Base
Tivoli NetView for OS/390 1.3.0 - NetView Unattended US English
Tivoli NetView for OS/390 1.3.0 - NetView Procedural Base
Tivoli NetView for OS/390 1.3.0 - NetView Procedural US English
Tivoli NetView for OS/390 1.3.0 - NetView Graphical Enterprise Base
Tivoli NetView for OS/390 1.3.0 - NetView Graphical Enterprise US English
Tivoli Operations Planning and Control Tracker 2.3.0
Tivoli Operations Planning and Control Controller 2.03.0
Tivoli Operations Planning and Control Tracker Agent 2.3.0
Tivoli Operations Planning and Control Tracker Agent 2.3.0 (ENU)
Tivoli Operations Planning and Control Controller 2.03.0 (ENU)
OS/390 2.9 MICR/OCR
Tivoli Service Desk for OS/390 (TSD390) 1.2.0
Tivoli Event Integration Facility for OS/390 3.6.0
Tivoli Service Desk for OS/390 1.2.0 (ENU)
OS/390 2.9 BDT
OS/390 2.9 BDT File-to-File
OS/390 2.9 BDT SNA NJE
OS/390 2.9 IOCP
OS/390 2.9 GDDM-PGF
146 / 156
SSR Handbook
NetView Access Services MVS 2.1.1
OS/390 2.9 FFST
OS/390 2.9 ESCON Director Support
OS/390 2.9 ICKDSF
REXX Library/370 1.03.0
REXX Alternate Library Base 1.3.0
OS/390 2.9 BookManager BUILD
OS/390 2.9 BookManager READ
System Automation for OS/390 1.3.0
Automated Operations Control/MVS IMS Automation 1.4.0
Automated Operations Control/MVS OPC Automation Feature 1.4.0
Automated Operations Control/MVS CICS Automation 1.4.0
OS/390 2.9 VisualLift RTE
JES/328X PRNT FAC 3.02.0
OS/390 2.9 Network File System
IBM REXX/370 Alternate Library 1.3.0 (JPN)
Teleprocessing Network Simulator 3.5.0
OS/390 2.9 SOMobjects RTL
OS/390 2.9 SOMobjects ADE
OS/390 2.9 TSO/E (CHS)
OS/390 2.9 Softcopy Print DBCS
OS/390 2.9 LAN Server
COBOL 2.1.0
OS/390 2.9 LANRES
AFP Font Collection 2.1.0
OS/390 2.9 High Level Assembler
OS/390 2.9 HLASM Toolkit
TPNS Test Manager 3.5.0
NetView Distribution Manager 1.6.2
NetView Distribution Manager SPMF 1.6.2
OS/390 2.9 DFSORT
VisualAge Generator Server 1.2.0
VisualAge Generator Server 1.2.0 (CHS)
DB2 Product
IMS/ESA DB MGR 6.1.0
DB2 Universal Database (UDB) Server for OS/390 6.1.0
DB2 Query Management Facility High Performance Option 6.1.0
DB2 Query Management Facility 6.1.0
DB2 Performance Monitor 6.1.0
DB2 Administration Tool 6.1.0
DB2 Buffer Pool Tool 6.1.0
DB2 Data Propagator Apply 6.1.0
DB2 Data Propagator Capture 6.1.0
DB2 Internal Resource Lock Manager 6.1.0
DB2 Performance Monitor 6.1.0 - Buy
DB2 Query Management Facility 6.1.0 - Buy
DB2 UDB Server for OS/390 6.1.0 (CHS)
CICS Product Information

CICS Transaction Server 1.3.0
CICS TS CICS Distributed Data Management
Tivoli Global Enterprise Manager CICSPlex SM Instrumentation
CICS TS CICSPlex/SM Web User Interface Component
CICS TS CICS Application Migration Aid
CICS VSAM Recovery 2.3.0
CICS TS REXX Development System
CICS TS REXX Runtime Facility
147 / 156
SSR Handbook
NCP Product Information
ACF/System Support Programs 4.8.0
ACF/Network Control Program 7.8.0
NTuneMON 2.6.0
148 / 156
SSR Handbook
IBM e Server zSeries
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SSR Handbook

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SSR Handbook

Tracking & Escalation Process ................................................................................................116

Note: Oweners need to review and update the content quarterly.

MAP of the Document

SSR Skill Management Chapter 1

1. SSR Job Role

1.1 System Services Representative - Entry

1.1.1 Position Concept

The Systems Services Representative - Entry (Enterprise Environment) is primarily

Assumes additional responsibilities as assigned.

maintenance and/or IMAC services activities.

1.2 Systems Services Representative - Base

1.2.1 Position Concept

The Systems Services Representative - Base (Enterprise Environment) is primarily

In general, assumes responsibility for developing positive relationships with customer

Assumes additional responsibilities as assigned.

1.3 Systems Services Representative - Account

1.3.1 Position Concept

The Systems Services Representative - Account (Enterprise Environment) is primarily

Acts as the local technical expert for complex hardware situations.

Assumes additional responsibilities as assigned.

1.4 System Services Representative - Advisory

1.4.1 Position Concept

The Systems Services Representative - Advisory (Enterprise Environment) is either the

his/her approach to IT services delivery, client environment, client operations, system

1.5 Systems Services Representative - Senior

1.5.1 Position Concept

The Systems Services Representative - Senior (Enterprise Environment) is assigned to

Band 4 - Base Skills

OS390 Introduction, Class Number: DT001, Class Length: 6 hours.

Band 5 - Enhanced S/390 environment/storage skills/Account Management

Escon /Ficon Environment PD 5 days

Band 7 - Sysplex environment/software/PD/Project Management/Leadership

Other Band 7 promotion requirements

Should be skill owner in some area

Books to self read

G326-3006 Exploring IBM New Age Mainframes Technology

SY27-2597 Fiber Optic Link Maintenance

Critical skills and band promotion skill requirements

ESS Skills (2105

Tape Library Skills

2.2 System p SSR Skill roadmap

Genral Services Skills

3584 LTO Tape Libarary PD/Maintenance, 3494 tape library

Brocade, McData, CISCO SAN Switches, SVC, SAN Data

AIX 5L Basic, AIX 5L System Adm, TCP/IP, Performance,

70296C3, 70296E3, 9114275, 70286C4, 70286E4, 70386M2,

Serviceing eServer p5, HMC for p5, LIC Maintenance,

Non SAN DASD

DS6000 installation/MES, DS6000 PD/Maintenance, DS6000

ESS installation/MES, ESS PD/maintenance, ESS flashcopy,

p655, p670, p690, Cluster 1600(optional)

p590, p595, p575, 7045(optional), InfiniBand Switch(optional)

7017S70, 7017S7A, 7017S80, 7017S85, 9076(optional)

Basic Service Concept: General Safety; ESD; RETAIN;

RS6000, pSeries & System p Host Skills

DS8000 installation/MES, DS8000 PD/Maintenance,

AIX 5L Advanced System Adm, AIX 5L Problem

System p Logical Partitioning (LPAR) for AIX 5L, Virtulization

pSeries Cluster 1600 SSR Training (M/T 9078) (Optional)

Linux System Administration (optional)

DB2 Administration (optional)

Cross Platform acknowledges

Large Account Management