EMEA GLOBAL Total Microcode Support (GTMS)

1. EMEA GLOBAL Total Microcode Support (GTMS)

2. GTMS Scope • Will support one or more IBM platforms • Dependant on the microcode analysis upgrades may have to be applied in a specific order System i System x GTMS Level Checks: • Microcode and Driver versions • HBA‘s (Host Bus Adapter), if available System p Switch SAN DASD

3. GTMS Benefits • Cross Platform for System x, System p, System i and System Storage • Preventive Analysis of microcode levels on your IT environment • Creation of your individual Client Report • Update of the required microcode through IBM (as an option) • GTMS service optionally selected 1 or 2 times a year

4. Why Should You Update Your Microcode? • Microcode directly affects the behaviour of the hardware. It may be surprising to know thatmany hardware issues can be prevented by the timely application of Microcode updates • Updating your microcode levels to an appropriate level is critical to the good healthof your computing environment and can help you ensure that your hardware continues to functionat peak performance levels • Reason Microcode Updates are created: • To correct potential product issues • To provide critical problem fix for system stability • Improve system performance • Add functionality to software and hardware • Updating system Microcode is essential for maximum performance and overall system stability

5. High Level Process Overview Contract agreed, signed and registered Client & IBM Initial welcome call: Explanation and profiling Client & TRM Detail Client configuration + Topology mapping Client & TRM Set Up Install remote tools where applicable Client & IBM Event preparation: Contract inventory check Topology map check Schedule confirmation Client & TRM Data collection performed Client &/or IBM Data Collection 6 – 8 week turnaround Perform analysis IBM Consolidate and prepare Report TRM Review report and Recommendations with Client Client & TRM Analysis Await next scheduled Data Collection event Clients wants Upgrade ? Perform upgrade on target Machine(s) Client &/or IBM Update No Yes Await next scheduled Data Collectionevent TRM = Technical Relationship Manager

6. Your Technical Relationship Manager’s Responsibilities Your TRM is responsible for the co-ordination of the GTMS Service on your behalf. This includes: • Welcome call to introduce the delivery of your GTMS Service • Relationship and communication throughout your GTMS Service • Set up of your profile • Triggers & Co-ordinates: • Installation of data collection tools where applicable • Data collection • Client Report Document (please see the example Client Report Document) • Recommended Microcode upgrades (scheduled with you if IBM performing)

7. Set Up: After Signing Your GTMS Contract With IBM • The TRM will contact you to set up your profile enabling your GTMS service to be delivered This will include: • Your contact point(s), platform & skill information • Technical Focal Point • Management Focal Point • Contractual Focal Point • Confirms Inventory and site location details • Expected inventory against IBM registered contracted inventory • Site location details for your contracted inventory • Obtain your Topology Map (Contracted and Non Contracted inventory) • Note: Your topology map will be validated prior to each service cycle

8. Set Up: After Signing Your GTMS Contract With IBM (continued) • During the Welcome Call the TRM confirms your Service Schedule information: • Confirms your key contractual details e.g. “Frequency” and “Type of Service” • Next Required Data Gathering Event • The date in which we are to perform the Data Collection for your next service cycle • Change Freeze periods • Specific time blocks where no actions can be performed on your machines e.g. Christmas and or financial year end • Maintenance Periods • Time blocks where you have pre-arranged maintenance periods where there is a potential to deliver service

9. Your TRM is <Name> TRM please add your Picture here • If you have any questions or feedback regarding your GTMS service please contact your TRM

10. Back Up Slides

11. Your TRM will work with you to plan the installation of remote tools, which may require action on your part: • Email instructions (i.e. download location URL’s) • Installation of scripts • At the beginning of each service cycle your TRM will validate which remote data collection tools are available for your contracted inventory • Where data sent is incomplete/unsuccessful we may request the data is resent • If we are unable to complete your on site installation or configuration you will be contacted by your CE and your TRM will progress to resolution (this may include placement of service requests on your behalf or subsequent rescheduling) Data Collection: Remote Tools

12. Analysis: Agreed Client Report Document • On receipt of your Client Report Document your TRM will contact you to: • Review upgrade recommendation implications • Agree inventory to be upgraded • Agree schedule for upgrades • On completion of the review your TRM will send you the “Agreed Client Report Document” in PDF format: • Example Client Report (ADD URL) • Example Agreed Client Report (ADD URL)

13. Update: On Site Upgrades • The TRM will contact you should an upgrade require suspending: • Your TRM will reschedule the upgrades with you and send you your updated “Agreed Client Report” • If you do not have “Analysis & Upgrade” you can request IBM to perform the upgrade for you on a billable basis