212 IBM System x3850 X6 and x3950 X6 Planning and Implementation Guide
Figure 7-16 Learn more about IBM Systems Director
7.4.2 Service and Support Manager
Service and Support Manager is a no-charge automatically installed plug-in to IBM Systems
Director. When enabled, it automatically captures hardware errors and reports them to IBM
support for you on a 24/7 basis. It forms part of IBM Electronic Services, as described in 7.8,
“IBM Electronic Services” on page 227. The tool is quick, easy to configure, and provides the
following benefits:
Automatic problem reporting
Direct routing 24/7 of reported problems to IBM technical support
Reduced personnel time required for gathering and reporting service information
Higher availability and shorter downtime
Custom IT management tools enabled
Secure Internet access
Accurate solutions with reduced human error in gathering and reporting service
information
Secure Web access to your service information
Consistent IBM worldwide service and support process
Service and Support Manager prerequisites
Before installing Service and Support Manager, you must meet the following prerequisites:
The IBM Systems Director server must have access to the Internet. The access can be
granted via a proxy server, but the following configuration rules must be followed for
Service and Support Manager and Update Manager to work correctly.
Configure the proxy server to use basic authentication if it is configured for digest or NT
LAN Manager (NTLM) authentication. The update manager task supports only basic
authentication with the proxy server. If digest or NTLM authentication is required, the
update manager is unable to access update packages from IBM.
Service and Support Manager requires access to the host names, IP addresses, and ports
that are shown in Table 7-2.
Table 7-2 Remote servers to which Service and Support Manager needs access
Remote server IP addresses Port
eccgw01.boulder.ibm.com 207.25.252.19 443
eccgw02.rochester.ibm.com 129.42.160.51 443
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