IBM Systems Magazine, Mainframe - September/October 2017 - 20

TRENDS

failures when new applications
are installed. Proactive
microcode and software release
management can help prevent
failures and remove complexity.
Account management is also
a key ingredient to a resilient
technical support solution.
Having an IBM account manager
that understands a client's entire
IBM Z ecosystem, their support
needs, associated product life
cycles, environmental change
management and emergency
maintenance positions is key to
a successful technical support
solution. An account manager
should regularly review all of
these items with their clients to
ensure high IT availability.
A core requirement to any
technical support solution
should be rapid response and
problem resolution. Rapid
response is required for those
problems that can't be avoided
to ensure the highly skilled
resources are engaged quickly
to work the issue to resolution.
Having access to a highly
technical team with the right
skills, tools and resources is
paramount to quick resolution.

*
*

f

A 2016 report
found the
average cost for
a single outage
has increased

Complete Solution
When buying a server from IBM
and associated OS and software
licensing, the client receives
defect support with IBM Z
software Monthly License Charge
(MLC) or support and subscription
feature. This support includes:
*

While that is good, more
support is available to ensure IT
resiliency. Technology Support
Services augments the defect
support services that come
with the MLC to create the most
comprehensive end-to-end
support solution. Technology
Support Services is a one-stop
shop solution that can include all
of the critical support elements
described earlier:
*

*

38%
over the last few
years, and is
estimated to cost
about $740,000

Available maintenance
and fixes

Learn More
Watch a video about the power of
proactive support in your environment:
youtu.be/tInGCY97fjg

20 // SEPTEMBER/OCTOBER 2017 ibmsystemsmag.com

Access to documentation and
software release upgrades
Voice support for defects

*
*
*
*

24-7 hardware and
software support (including
multivendor products)
Electronic and voice
question-and-answer support
for all current versions of
z/OS, Linux*, open-source
software and middleware
products
One-hour premium response
for critical defect problems
Robust set of electronic tools
Proactive support
Managed support via a
technical account manager

Technology Support Services
for IBM Z includes direct remote
or on-site access to highly
trained technical specialists for
usage, how-to, documentation,
configuration, installation
and defect support issues. It's
available electronically, with
an option to add voice support.
These services include a robust
set of electronic tools that
enable clients to query IBM
knowledgebase databases for
answers to common issues. This
tool suite can also be used to
report, track and manage all
issues. This tool suite integrates
the tracking of upcoming defects
and fixes, including delivery/
distribution management.

This solution provides
integrated proactive support
which includes automatic
customized notification of high
impact problems, recommended
fixes, work-arounds for known
issues, planning insight for
future change management
including coexistence and
toleration maintenance when
migrating to new versions or
releases. This enables clients to
optimize their IBM Z ecosystem
availability.
Managed support is available
with a technical account manager,
which helps improve resiliency
and decrease operational costs.
The technical account manager
owns the overall IBM service
relationship between the client
and IBM support and has a
detailed understanding of the
client's complete ecosystem,
support needs and any upcoming
changes. They assist with problem
prevention and in driving
enhanced problem resolution
for those issues that cannot
be avoided.

Business Advantage
IBM Z Technology Support
Services can be an integral
part to a complete business
resiliency and continuity plan
that mitigates outages and
costly downtime. It simplifies
maintenance and helps maximize
the return on the platform and
associated IT investments. It
can increase staff productivity
and reduce operational costs,
including savings associated with
consolidating costly multivendor
agreements.
Having a complete solution
helps with business peace of mind
and productivity to focus on your
organization. Technology Support
Services for IBM Z offers a single
source of hardware and software
support (ibm.co/2s9Q39k).


http://youtu.be/tInGCY97fjg http://ibm.co/2s9Q39k http://www.ibmsystemsmag.com

Table of Contents for the Digital Edition of IBM Systems Magazine, Mainframe - September/October 2017

Table of Contents
Editor's Desk: Trusting the System
Partner PoV: A Reliable Advantage: Use z/OS resources and tools for data protection
Currents: Simplifying Offerings: The direction is to streamline product installation on the z/OS platform
R&D: Unintended Emissions: IBM uses low-cost sensors to help address climate change issues
Trends: Dedicated Support Staff: IBM Technology Support Services offers protection for business resiliency and continuity
Special Report: Security, Cost and Talent: Magazine Reader Survey reveals top concerns among mainframe users
Cover Story: Trusting the System: The new IBM z14 emphasizes security, insights and a connected ecosystem
Feature: Paradigm Shift to Encryption: Pervasive encryption is the no-compromise approach to data protection on IBM z14
Administrator: A Step Up: Java with z14 features hardware facilities for secure, high-performance transaction processing
Solutions: MegaCryption V6.4.2 for z/OS, Advanced Software Products Group Inc.; SCRTPro, Watson & Walker
Stop Run: Attuned to Business: Rocket president encourages employee coloaboration with house band
Reference Point - Global Events, Education, Resources for Mainframe
2017 Mainframe Solutions Edition
IBM Systems Magazine, Mainframe - September/October 2017 - Intro
IBM Systems Magazine, Mainframe - September/October 2017 - Cover1
IBM Systems Magazine, Mainframe - September/October 2017 - Cover2
IBM Systems Magazine, Mainframe - September/October 2017 - 1
IBM Systems Magazine, Mainframe - September/October 2017 - Table of Contents
IBM Systems Magazine, Mainframe - September/October 2017 - 3
IBM Systems Magazine, Mainframe - September/October 2017 - 4
IBM Systems Magazine, Mainframe - September/October 2017 - 5
IBM Systems Magazine, Mainframe - September/October 2017 - Editor's Desk: Trusting the System
IBM Systems Magazine, Mainframe - September/October 2017 - 7
IBM Systems Magazine, Mainframe - September/October 2017 - Partner PoV: A Reliable Advantage: Use z/OS resources and tools for data protection
IBM Systems Magazine, Mainframe - September/October 2017 - 9
IBM Systems Magazine, Mainframe - September/October 2017 - Currents: Simplifying Offerings: The direction is to streamline product installation on the z/OS platform
IBM Systems Magazine, Mainframe - September/October 2017 - CT1
IBM Systems Magazine, Mainframe - September/October 2017 - CT2
IBM Systems Magazine, Mainframe - September/October 2017 - 11
IBM Systems Magazine, Mainframe - September/October 2017 - 12
IBM Systems Magazine, Mainframe - September/October 2017 - 13
IBM Systems Magazine, Mainframe - September/October 2017 - R&D: Unintended Emissions: IBM uses low-cost sensors to help address climate change issues
IBM Systems Magazine, Mainframe - September/October 2017 - 15
IBM Systems Magazine, Mainframe - September/October 2017 - 16
IBM Systems Magazine, Mainframe - September/October 2017 - 17
IBM Systems Magazine, Mainframe - September/October 2017 - Trends: Dedicated Support Staff: IBM Technology Support Services offers protection for business resiliency and continuity
IBM Systems Magazine, Mainframe - September/October 2017 - 19
IBM Systems Magazine, Mainframe - September/October 2017 - 20
IBM Systems Magazine, Mainframe - September/October 2017 - Special Report: Security, Cost and Talent: Magazine Reader Survey reveals top concerns among mainframe users
IBM Systems Magazine, Mainframe - September/October 2017 - SR2
IBM Systems Magazine, Mainframe - September/October 2017 - SR3
IBM Systems Magazine, Mainframe - September/October 2017 - SR4
IBM Systems Magazine, Mainframe - September/October 2017 - SR5
IBM Systems Magazine, Mainframe - September/October 2017 - SR6
IBM Systems Magazine, Mainframe - September/October 2017 - SR7
IBM Systems Magazine, Mainframe - September/October 2017 - SR8
IBM Systems Magazine, Mainframe - September/October 2017 - SR9
IBM Systems Magazine, Mainframe - September/October 2017 - SR10
IBM Systems Magazine, Mainframe - September/October 2017 - SR11
IBM Systems Magazine, Mainframe - September/October 2017 - SR12
IBM Systems Magazine, Mainframe - September/October 2017 - SR13
IBM Systems Magazine, Mainframe - September/October 2017 - SR14
IBM Systems Magazine, Mainframe - September/October 2017 - SR15
IBM Systems Magazine, Mainframe - September/October 2017 - SR16
IBM Systems Magazine, Mainframe - September/October 2017 - 37
IBM Systems Magazine, Mainframe - September/October 2017 - Cover Story: Trusting the System: The new IBM z14 emphasizes security, insights and a connected ecosystem
IBM Systems Magazine, Mainframe - September/October 2017 - 39
IBM Systems Magazine, Mainframe - September/October 2017 - 40
IBM Systems Magazine, Mainframe - September/October 2017 - 41
IBM Systems Magazine, Mainframe - September/October 2017 - 42
IBM Systems Magazine, Mainframe - September/October 2017 - 43
IBM Systems Magazine, Mainframe - September/October 2017 - Feature: Paradigm Shift to Encryption: Pervasive encryption is the no-compromise approach to data protection on IBM z14
IBM Systems Magazine, Mainframe - September/October 2017 - 45
IBM Systems Magazine, Mainframe - September/October 2017 - 46
IBM Systems Magazine, Mainframe - September/October 2017 - 47
IBM Systems Magazine, Mainframe - September/October 2017 - 48
IBM Systems Magazine, Mainframe - September/October 2017 - 49
IBM Systems Magazine, Mainframe - September/October 2017 - 50
IBM Systems Magazine, Mainframe - September/October 2017 - Administrator: A Step Up: Java with z14 features hardware facilities for secure, high-performance transaction processing
IBM Systems Magazine, Mainframe - September/October 2017 - 52
IBM Systems Magazine, Mainframe - September/October 2017 - 53
IBM Systems Magazine, Mainframe - September/October 2017 - 54
IBM Systems Magazine, Mainframe - September/October 2017 - Solutions: MegaCryption V6.4.2 for z/OS, Advanced Software Products Group Inc.; SCRTPro, Watson & Walker
IBM Systems Magazine, Mainframe - September/October 2017 - Stop Run: Attuned to Business: Rocket president encourages employee coloaboration with house band
IBM Systems Magazine, Mainframe - September/October 2017 - Cover3
IBM Systems Magazine, Mainframe - September/October 2017 - Cover4
IBM Systems Magazine, Mainframe - September/October 2017 - Reference Point - Global Events, Education, Resources for Mainframe
IBM Systems Magazine, Mainframe - September/October 2017 - 2017 Mainframe Solutions Edition
IBM Systems Magazine, Mainframe - September/October 2017 - SE2
IBM Systems Magazine, Mainframe - September/October 2017 - SE3
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