ibm tivoli netcool service quality management centre v4.2 now

IBM Canada Ltd. Software AnnouncementA08-1077, dated July 22, 2008

IBM Canada Ltd. Software AnnouncementA08-1077

IBM is a registered trademark of International Business Machines Corporation 1

IBM Tivoli Netcool Service Quality Management Centre V4.2 nowavailable through Passport Advantage

Table of contents

2 Key prerequisites 6 Publications 2 Planned availability dates 7 Technical information 2 Description 22 Ordering information 5 Product positioning 24 Terms and conditions 6 Program number 26 IBM Electronic Services 6 Education support 27 Prices 6 Offering Information

At a glance

IBM® Tivoli® Netcool® Service Quality Management Centre V4.2 delivers:

• An integrated dashboard-based solution for service availability, service quality, service levelagreement, and customer experience management.

• End-to-end Service Quality Management delivered via common visualization and reportingmeasures, and reports against key metrics to more effectively manage critical services.

• A rich set of extensible, off-the-shelf service-specific solutions for voice, video, and dataservices, which dramatically reduces total cost of ownership and accelerates time to benefit.

IBM Tivoli Netcool Service Quality Management Centre is used to:

• View combined business and technology service indicators to quickly determine the impact ofevents on availability and performance.

• Discover root causes of quality issues throughout the service path, while helping your effortsto maintain aggregate service levels and SLAs.

• Get a detailed understanding of the individual subscriber experience combined with broaderservice quality trends.

• Share service quality and client information across multiple business units.

• Invest in modular architecture to help you address initial needs more cost effectively, and thenexpand as your requirements evolve.

Overview

IBM Tivoli Netcool Service Quality Management Centre software (TNSQMC) V4.2 is nowavailable via Passport Advantage®. With an end-to-end integrated approach, TNSQMC isdesigned to address the broad range of communications service providers' requirements formanaging both service quality and the customer experience.

This modular, automated solution incorporates broad information from network, service, IT,transactional, and operational data sources. You can implement the solution's three components- IBM Tivoli Netcool Business Service Manager (TNBSM), IBM Tivoli Netcool Service QualityManager (TNSQM), and IBM Tivoli Netcool Customer Experience Manager (TNCEM) separatelyor in any combination, depending on your customer's budget and needs.

Incorporating network traffic metrics, events, test results, system statistics and transactionalinformation, TNSQMC supports your customer's efforts to assure optimal availability, health, andquality of service - across devices, networks, regions, and customers.



TNSQMC allows communications service providers' (CSPs) to view on a dashboard -- and toanalyze -- reports based on data from their network, and other operational and business systemsto:

• Provide a unified view of service availability, service quality, and the customer experience withthat service

• Identify service and customer-impacting problems in real time for faster resolution

• Offer SLA management for competitive differentiation

• Help make customer care more effective with real-time information on service quality

• Analyze customer experience metrics from different views, including individual customer,customer group, service, handset, and network perspectives

• Interact with a dashboard view of their services and business

Key prerequisites

Service Quality Manager server

• 4 UltraSPARC IV, IV+, or UltraSPARC T1 processors

• 8 GB core memory

• 4 x 72 GB hard disks

• Optical drive - DVD ROM/R/RW

Business Objects server

• 3 GHz Pentium® III (or equivalent processor)

• 3 GB RAM

• 4 GB available disk space

Client

• 1.5 GHz Pentium III (or equivalent pocessor)

• 512 MB RAM

• 3 GB of disk space available

• 1 high resolution 15 inch SVGA colour monitor

• 1 104-key Windows® compatible keyboard

• Minimum of 1 10 Base-T network interface card

• 1 accelerated SVGA card with at least 2 GB RAM

Planned availability dates

• July 25, 2008: Electronic general availability

• August 22, 2008: Media and physical general availability

Description

IBM Tivoli Netcool Service Quality Management Centre (TNSQMC) V4.2 addresses the needsof Communications Service Providers (CSPs) when it comes to real-time service availabilitymanagement, SLA lifecycle management, service performance management, and customerexperience management.

This feature-rich solution is targeted at CSP's revenue-generating services and underlyinginfrastructure. TNSQMC leverages the capabilities of IBM Tivoli Netcool Business Service



Manager (TNBSM) and IBM Tivoli Netcool Service Quality Manager and as planned, will evolvefrom an initial marketing bundle to a fully integrated commercial offering, over time.

The solution includes three modules -- IBM Tivoli Netcool Business Service Manager (TNBSM),IBM Tivoli Netcool Service Quality Manager (TNSQM), and IBM Tivoli Netcool CustomerExperience Manager (TNCEM).

TNBSM allows customers to more quickly drill up to the business impact of events on theperformance or availability of a business service, and more quickly drill down to the root cause ofthe impact. Service Availability Manager provides a dashboard that correlates service impact andservice status across business and technology components.

TNSQM allows you to measure and report on aggregate service levels as well as individualcustomer experience. TNSQM calculates the service quality throughout the service path,aggregating base performance indicators into key quality indicators (KQIs).

TNCEM provides a detailed analysis of an individual subscriber's experience and correlatesthis back to broader service quality trends. It analyzes individual subscriber transactions andcompares these to service quality aggregated by service, location, subscriber group, and devicetype.

By monitoring and managing service availability in real time rather than manually piecingtogether information from multiple components to evaluate a business service, you can usereal-time service status monitoring technology to assess the impact of events on performanceor availability faster. IBM Tivoli Netcool Business Service Manager, built on technology fromthe IBM Tivoli Netcool service quality family, collects event information from a broad arrayof resources and business support systems that define a particular service. It then displaysinformation through business and operational dashboards tailored to specific organizationalroles. Service Availability Manager automatically monitors, collects, and analyzes events anddependencies from virtually any legacy or next-generation IBM or third-party application, system,or tool. You can proactively manage the availability of voice, video, data, and other services, aswell as business-related assets that track transactions, revenue, or operational indicators. Usethis module to help you:

• Take proactive action based on real-time availability indicators about the status of networkservices

• Drive service management efficiencies across the enterprise using dashboards, prioritization,and monitoring capabilities

• Reveal a better understanding of the complex relationships between business services andsupporting technology

• Customize dashboards by user to include any mix of views including scorecards, processworkflow diagrams, custom gauges, charts and graphs, or geographic and location maps

No matter where information is stored, TNBSM can turn technical details into actionableintelligence. As you discover and detect changes and update the full range (Layers 1-7) of yourservice model, you can drive efficiency and accuracy throughout your business.

Distinguish your business from competitors by delivering superior service

To attract and retain high-value customers, you must be able to differentiate your offeringsbased on quality. Yet the quality of services delivered to customers depends on a broad setof underpinning services, such as network bearer, customer care, third-party content, andothers. To accurately measure end-customer quality and isolate problems, you must first beable to assess and manage the quality of each underlying service. Rather than dependingon labour-intensive data collection and error analysis of old reports, TNSQM automaticallydiscovers and analyzes the key causes of quality issues as they occur throughout your servicepath. Using capabilities from the Tivoli Netcool service quality family, this technology highlightskey performance indicators (KPIs) about service quality and trends by comparing current andhistorical quality levels with established targets for internal, external, and third-party SLAs. It alsouses cross-functional modeling of services drawn from multiple data sources to deliver complexKQIs. As your infrastructure reports against agreed-upon thresholds, it warns appropriatepersonnel if threshold breaches are imminent. It can help your efforts to support promises ofhigh-quality service delivery by comprehensively managing internal, external, and third-partySLAs written against your quality targets. For example, operations can more effectively managethe quality of services delivered over fixed, wireless, and IP networks in the critical early stages



of rollouts. And management can enforce SLAs with your third-party video-on-demand serviceprovider for Internet Protocol television (IP-TV) service. Use TNSQM to:

• More rapidly identify the source of each service issue through powerful root-cause analysiswith impact analysis and explosive drill-down capabilities to the network element counter level.

• Prioritize day-to-day operations - including problem resolution - based on internal SLAs,enterprise SLAs, third-party SLAs, or other business priorities.

Understand the individual subscriber experience in context with broader service qualitytrends

Getting an accurate, detailed understanding of an individual's service experience can be difficult- except when users make the effort to complain. With TNSQMC, you can get an outside-in lookfrom the customer's perspective and get to know your customers like never before.

TNCEM provides a detailed analysis of each individual subscriber's experience, correlated backto broader service quality trends that affect multiple business processes. Using capabilitiesfrom the Tivoli Netcool service quality family, this component monitors individual subscribertransactions with service quality aggregated by service, location, time, subscriber group, anddevice. Through intelligent, multidimensional analytics, it can help you understand customerbehaviors across these dimensions as a way to pinpoint problems and proactively manage thecustomer relationship.

Consider modern packet-based services which are quite robust, with consistent rates of packetdrops and errors. These services, however, are vulnerable to sudden timing delays. Traditionalmetrics at Customer Premises Equipment (CPE) interfaces - usually collected over 15-minuteintervals - will lose these short-period errors in the larger periods of normal behavior. Suchmetrics also do not identify which services are impacted.

While Internet browsing and e-mail can tolerate a relatively high packet failure rate, Voice overInternet Protocol (VoIP) telephony cannot. So monitoring the user traffic for real indicationsof service interruption, such as session aborts, provides a much better indication of the userexperience than you can obtain through traditional metrics. TNCEM can help your customer carerepresentatives to more quickly identify the specific issues a subscriber is experiencing when hecalls to report video delays. Then they can determine whether it's a unique problem that needsto be escalated and if it's already being addressed as part of a broader service quality issue. Theresult? It can help you to provide more effective responses to customers and help you attractand retain customers who will settle for nothing less than uncompromising excellence.

Integrate service quality data with business processes across your organization

Service quality is a broad-reaching factor that affects not only customers, but also your ownbusiness welfare. With the TNSQMC, dynamic monitoring and robust reporting tools give youaccess to rich data that can help you decide which actions to take and when, based on revenue-impacting performance metrics.

For example, based on the relative importance of different customers to your business, you canprioritize the business impact of current and future service impairments for specific customersegments. Then you can establish business processes that take these factors into account.TNSQMC supports multiple organizational roles and lines of business, including customer care,network and service operations, account management, marketing and management. Role-based interfaces integrate service quality data with these business processes in a meaningful,actionable way. For example, the solution can help:

• Marketing and product managers generate more targeted offers for new products and servicesusing information about service uptake, service revenue, and cost of delivery.

• Network operations prioritize customer-impacting issues, share critical network informationwith customer care, and invest for a high quality payback.

• Enterprise sales offer SLAs to key corporate users, based on more accurate network data.

• Customer care respond to customers with better information about outages and repairs.

• Senior managers leverage information about customer retention and organizationalperformance to improve business performance.

Address your most pressing needs first and expand as your requirements grow



IBM Tivoli Netcool Service Quality Management Centre offers a modular approach that providesa variety of ways to help you execute your service quality management initiative. Built on open,scalable architecture, the solution includes multiple off-the-shelf, service-specific componentsthat are preconfigured to ease introduction into your portfolio - time after time. Example ofthese service solutions include IP-TV, VoIP, IP Virtual Private Network (IP-VPN), BlackBerry,General Packet Radio Service (GPRS), Voice Mail, Short Message Service (SMS) - and moreare continuously added to our roadmap.

With the solution's extensive functionality and depth of intelligence, it can help you more rapidlyidentify and work to resolve problems to keep customers happy and drive profitability andgrowth. By understanding the interrelated metrics of technologies, revenue-generating services,and your internal business processes, you can achieve vastly different outcomes - such asprioritization of network issues based on impact, more appropriately managed communications,and an overall boost in your standards for proactive customer care.

Accessibility by people with disabilities

A U.S. Section 508 Voluntary Product Accessibility Template (VPAT) containing details onaccessibility compliance can be requested at

http://www.ibm.com/able/product_accessibility/index.html

Product positioning

TNSQMC is targeted at the service providers' revenue-generating services and underlyinginfrastructure. With an end-to-end, integrated approach, TNSQMC is designed to address thebroad range of communications service providers' (CSPs) requirements for managing bothservice quality and the customer experience.

Integration with the capabilities provided by the broader IBM Service Management portfoliofurther enriches this core technology through:

• Business Service Management

• Integration with Netcool/Proviso software, IBM's Wireline and IP performance managementsystems

• Service violation event and in context launch integration with IBM Tivoli Netcool/OMNIbustm

software• Application topology and dependency (IBM Tivoli Application Dependency Discovery

Manager)• System and application monitoring to extend the consolidation of distributed system events

(IBM Tivoli Monitoring)• Capture monitor events from the mainframe environment (IBM Tivoli OMEGAMON® XE)

• Application and transaction performance monitoring by IBM Tivoli Composite ApplicationManager to provide consolidated views of composite distributed application events

• Directing products to proactively identify potential issues (IBM Tivoli Performance Analyzer)

• Integration with the IBM Tivoli Enterprise Console® (TEC) event sources

This approach provides an extensible service quality management solution along with modularbest-of-breed management capabilities to more effectively manage your overall network, servicequality, and customer experience that is aligned with your strategic, long-term objective ofincreasing sophistication across the range of service, operational, and customer relationshipmanagement processes. In addition to the breadth and flexibility offered via Tivoli integrations,TNSQMC commercial-off-the-shelf service solution support has never been broader, andfeatures:

• Continuing expansion of the service solution library to support off-the-shelf management ofstrategic high value services.

• Continuing expansion of our data integration gateway library that supports integration with avariety of third-party OSS systems.

http://www.ibm.com/able/product_accessibility/index.html



Program number

Program Programnumber VRM name

5724-V48 4.2 IBM Tivoli Netcool Service Quality Management Centre

Education support

Comprehensive education for IBM Tivoli products is offered through Worldwide Tivoli EducationDelivery Services. A wide range of training options are available, including classes led byinstructors, learning on demand, on-site training, and blended learning solutions.

For additional information, visit

http://www-306.ibm.com/software/tivoli/education/

Offering Information

Product information is available via the Offering Information Web site

http://www.ibm.com/common/ssi

Also, visit the Passport Advantage Web site

http://www.ibm.com/software/passportadvantage

Publications

Publications are shipped with this program.

The IBM Publications Centre

http://www.ibm.com/shop/publications/order

The Publications Centre is a worldwide central repository for IBM product publications andmarketing material with a catalogue of 70,000 items. Extensive search facilities are provided.Payment options for orders are via credit card (in the U.S.) or customer number for 20 countries.A large number of publications are available on-line in various file formats, and they can all bedownloaded by all countries, free of charge.

Displayable softcopy publications: The displayable manuals are part of the basic machine-readable material. The files are shipped on the same media type as the basic machine-readablematerial / CD-ROM.

These displayable manuals can be used with the BookManager® READ licensed programs inany of the supported environments. Terms and conditions for use of the machine-readable filesare shipped with the files.

http://www-306.ibm.com/software/tivoli/education/

http://www.ibm.com/common/ssi


http://www.ibm.com/shop/publications/order



Technical information

Specified operating environment

Hardware requirements

For IBM Tivoli Netcool Service Quality Manager V4.1.1

Service Quality Manager server

• 4 UltraSPARC IV, IV+, or UltraSPARC T1 processors

• 8 GB core memory

• 4 x 72 GB hard disks

• Optical drive - DVD ROM/R/RW

Business Objects server

• 3 GHz Pentium III (or equivalent processor)

• 3 GB RAM

• 4 GB available disk space

Client

• 1.5 GHz Pentium III (or equivalent Processor)

• 512 MB RAM

• 3 GB of disk space available

• 1 high resolution 15 inch SVGA colour monitor

• 1 104-key Windows compatible keyboard

• Minimum of 1 10 Base-T network interface card

• 1 accelerated SVGA card with at least 2 GB RAM

For IBM Tivoli Netcool Business Service Manager V4.1.1

Machine 1 - License server and IBM Tivoli Netcool/OMNIbus server

• Processor

– Windows/Linux - 2-way 3.66 GHz Intel® Xeon®, or better

– Solaris - 2-way 1.6 GHz UltraSparc IIIi, or better

– AIX® - 2-way 1.65 GHz POWER5tm, or better– HP - 2-way 1 GHz PA-8900, or better

• RAM - 4 GB

• Devices

– DVD

– 1- 1 GB Ethernet

• Disk space *

– 10-20 GB

-- Windows: D-drive

-- UNIX/Linux: /opt, /user/local or /home/(username)

Machine 2 - IBM Tivoli Security Manager and TNBSM V4.1.1 server

• Processor

– Windows/Linux - 4-way 3.66 GHz Intel Xeon, or better

– Solaris - 2-way 1.6 GHz UltraSparc IIIi, or better



– AIX - 2-way 1.65 GHz POWER5, or better

– HP - 2-way 1 GHz PA-8900, or better

• RAM - 4 GB

• Devices

– DVD

– 1- 1 GB Ethernet

• Disk space *

– 10-20 GB

-- Windows: D-drive

-- UNIX/Linux: /opt, /user/local or /home/(username)

Note: The amount of disk space needed is directly related to how many events are processed bythe object server and whether or not logging is enabled within TNBSM V4.1.1.

Software requirements

For TNSQM and TNCEM:

• Solaris 10 H/W6/06, or later with latest cluster patch

• Oracle 10Gstem Message Queue V3.6

• Sun Javatm System Directory Server V5.2 Patch 4• Sun Java System Message Queue V3.6

• IBM Websphere Application Server V6.1.0.9 (Solaris) and V6.1.0.13 AIX

Business Objects:

• Windows 2003

• Oracle Database client - 10.2.0.3

• Business Objects Client 6.5.1

For TNBSM V4.1.1:

OS deployedOperating system Value environment

AIX V5.2 System itm, System p

tm 64-tolerate Agent/Endpoint Svr

AIX V5.3 System i, System p 64-tolerate Agent/Endpoint SvrHP-UX 11i v3 PA-RISCRed Hat Enterprise Linux® (RHEL) 3.0 32 Agent/Endpoint Svr AS/ES x86-32Red Hat Enterprise Linux (RHEL) 4.0 32 Agent/Endpoint Svr AS/ES x86-32Solaris 10 SPARC 64-tolerate Agent/Endpoint SvrSolaris 9 SPARC 64-tolerate Agent/Endpoint SvrSUSE Linux (SLES) 9.0 Enterprise 32 Agent/Endpoint Svr Server x86-32Windows Server 2003 R2 Enterprise 32 Agent/Endpoint Svr Edition x86-32Windows Vista Enterprise x86-32 32 Agent/Endpoint SvrWindows XP Professional x86-32 32 Agent/Endpoint Svr

The program's specifications and specified operating environment information may be foundin documentation accompanying the program, if available, such as a README file, or otherinformation published by IBM, such as an announcement letter. Documentation and otherprogram content may be supplied only in the English language.

Planning information

Packaging

IBM Tivoli Netcool Service Quality Management Centre V4.2 is distributed with:



• International Program License Agreement (Z125-3301)

• License Information document

• CD-ROM

• Publications (refer to the Publications section)

This program, when downloaded from a Web site, contains the applicable IBM licenseagreement, and License Information, if appropriate, and will be presented for acceptance at thetime of installation of the program. For future reference, the license and License Information willbe stored in a directory such as LICENSE.TXT.

Security, auditability, and control

IBM Tivoli Netcool Service Quality Management Centre V4.2 uses the security and auditabilityfeatures of the operating system software and the Tivoli Management Framework. The customeris responsible for evaluation, selection, and implementation of security features, administrativeprocedures, and appropriate controls in application systems and communication facilities.

Software Services

IBM Software Services has the breadth, depth, and reach to manage your services needs. Youcan leverage the deep technical skills of our lab-based, software services team and the businessconsulting, project management, and infrastructure expertise of our IBM Global Services team.Also, we extend our IBM Software Services reach through IBM Business Partners to providean extensive portfolio of capabilities. Together, we provide the global reach, intellectual capital,industry insight, and technology leadership to support a wide range of critical business needs.

To learn more about IBM Software Services or to contact a Software Services sales specialist,visit

http://www.ibm.com/software/sw-services/

IBM Tivoli Enhanced Value-Based Pricing

Tivoli software products are priced using Tivoli's Enhanced Value-Based Pricing. The EnhancedValue-Based Pricing system is based upon the Tivoli Environment-Managed Licensing Model,which uses a managed-environment approach -- whereby price is determined by what ismanaged rather than the number and type of product components installed.

For example, all servers monitored with Tivoli's monitoring product (IBM Tivoli Monitoring)require entitlements sufficient for those servers. Other Tivoli products may manage clients, clientdevices, agents, network nodes, users, or other items, and are licensed and priced accordingly.

Unlike typical systems management licensing models that require entitlements of specificsoftware components to specific systems, the IBM Tivoli Environment-Managed Licensing Modelprovides the customer flexibility to deploy its Tivoli software products within its environment ina manner that can address and respond to the customer's evolving architecture. That is, asthe architecture of a customer's environment changes, the customer's implementation of Tivolisoftware can be altered, as needed, without affecting the customer's license requirements (aslong as the customer does not exceed its entitlements to the software).

Under Enhanced Value-Based Pricing, licensing and pricing of server-oriented applicationsare determined based upon the server's use in the customer's environment. Typically, suchapplications are licensed and priced in a manner that corresponds to each installed andactivated processor of the server managed by the Tivoli application to help correlate price tovalue while offering a simple solution.

For servers with physical or logical (sometimes called virtual) partitions, entitlements are requiredfor all installed and activated processors on the server. For each Tivoli application managing aclustered environment, licensing is based on the cumulative number of installed and activatedprocessors on each server in the cluster.

Enhanced Value-Based Pricing recognizes the convergence of RISC and UNIX® andMicrosoft® Windows and Intel technologies, in order to simplify the customer's licensing

http://www.ibm.com/software/sw-services/



requirements, and to provide a smoother, more scalable model. Pricing and licensing do notdifferentiate between non-System z server platforms or operating systems. For some products,

this platform neutrality extends to System ztm and other host servers as well.

IBM Tivoli Enhanced Value-Based Pricing terminology definitions

Authorized user

An authorized user is one and only one individual (named or unnamed) within or outside yourenterprise. A Proof of Entitlement (PoE) must be obtained for each individual user accessingthe program in any manner. A program licensed under an authorized user PoE may be installedon a single computer or server, and accessed by multiple users, provided that a PoE hasbeen obtained for each individual user accessing the program either directly or indirectly (via amultiplexing program, device, or application server) through any means on behalf of the user.

Note that:

• Authorized users have unique specific identity and IDs cannot be shared.

• An ID can establish one or more connections and count as a single authorized user.

• Specific information to security products are:

– An authorized user of IBM Tivoli Federated Identity Manager is any ID that accesses anapplication or service managed or protected by IBM Tivoli Federated Identity Manager.

– An authorized user of IBM Tivoli Directory Integrator is one whose identity can besynchronized by IBM Tivoli Directory Integrator or that can access a connected system thatcan be synchronized by IBM Tivoli Directory Integrator.

– An authorized user of IBM Tivoli Identity Manager is any ID whose identity is recorded in theTivoli Identity Manager identity store.

– An authorized user of IBM Tivoli Access Manager for e-business is any ID that accesses anapplication or service managed or protected by IBM Tivoli Access Manager for e-business.

Application instance

A license entitlement is required for each instance of the application being connected.

Client device or client

A client device is a computing device that requests the execution of a set of commands,procedures, or applications from another computer system that is typically referred to as aserver. Multiple client devices may share access to a common server. A client device generallyhas some processing capability or is programmable to allow a user to do work. Examplesinclude, but are not limited to, notebook computers, desktop computers, desk side computers,technical workstations, appliances, automated teller machines, point- of-sale terminals, tills andcash registers, and kiosks.



Concurrent user

A concurrent user is one and only one individual within or outside the customer's enterprise.The number of PoEs required is for the highest number of users simultaneously accessing theprogram or any program components either directly or indirectly (via a multiplexing program,device, or application server) through any means on behalf of the user.

Concurrent user (limited user)

A concurrent user limited to read-only operation. Refer to concurrent user definition.

Engine

An engine is also referred to as a central processor (CP) or processor. Engines for traditionalworkloads are called General Purpose CPs. Engines for Linux workloads are called IntegratedFacility for Linux (IFL) engines or Linux-only engines. Engines for Coupling Facility workloadsare called Integrated Coupling Facility (ICF) engines.

Enterprise

An enterprise is a person or single entity and those subsidiaries with more than 50 percentownership.

External user

An external user is an authorized user who is not part of the enterprise.

IBM IFL

This optional facility enables additional processing capacity exclusively for Linux workload, withno effect on the model designation of a System z or OS/390® server. Consequently, executingLinux workload on the IBM IFL will not, in most cases, result in any increased IBM softwarecharges for z/OS®, OS/390, VM, VSE, or TPF operating systems and applications. There is,as indicated, a charge associated with the IFL, and there may also be a charge for applicationswhich run on the IFL.

The IFL may be dedicated to a single Linux-mode logical partition or it may be shared by multipleLinux-mode logical partitions. Installations should note that the Linux workspace enabled by thisfacility will not support any of the traditional S/390® operating systems (OS/390, TPF, VSE, orVM). Only Linux applications or Linux operating in conjunction with the Virtual Image Facility,an environment that operates within a logical partition or in native S/390 mode and provides thecapability to create multiple Linux images, are supported by IBM S/390 IFL.

IBM Tivoli Directory Integrator connected system

A connected system is any directory, database, application, or file integrated or merged byIBM Tivoli Directory Integrator.

IBM Tivoli Storage Manager HSM for Windows terabyte (TB) capacity

IBM Tivoli Storage Manager HSM for Windows TB capacity includes primary HSM disk storagepool size combined with the amount of utilized HSM removable media storage pool. Storagepools are configured on the IBM Tivoli Storage Manager server.

IBM System Storagetm Archive Manager TB capacity

IBM System Storage Archive Manager TB capacity includes primary disk storage pool sizecombined with the amount of utilized primary removable media storage used by the IBM SystemStorage Archive Manager server.

Capacity notes:

• Capacity does not include:

– Copy storage pools for the space-managed data that reside on disk.

– Copy storage pools for the space-managed data that reside on removable media.



– Space used on the IBM Tivoli Storage Manager server for any purpose other than theprimary storage of space-managed data.

– Disk on the host being space managed.

• A virtual tape library (VTL) is considered a removable media device, so capacity is based onutilization.

• The minimum amount of capacity that can be purchased is 1 TB.

• Partial capacity will be rounded up to the next whole number of TB.

• Additional capacity must be added in increments of 1 TB.

IBM TotalStorage® Productivity Centre TB capacity

A TB capacity is each individual TB of storage capacity managed by the IBM TotalStorageProductivity Centre products. Managed capacity for the IBM TotalStorage Productivity Centre forReplication and IBM TotalStorage Productivity Centre for Replication Two Site BC is defined asthe source device capacity. Only the source device capacity is included in this pricing definition(not the target device).

Install

An install is a copy or instance of the program in the enterprise.

Managed processor (charging under full capacity in the managed environment)

Managed processor charges are based on the active processors on the machines in thecomputing environment affiliated with the program rather than on the server where the programis run. The managed processors which require PoEs are defined in the License Information'sprogram-unique terms.

Notes:

1. IBM defines a physical processor in a computer as a functional unit that interprets andexecutes instructions. A physical processor consists of at least an instruction control unit andone or more arithmetic and logic units.

2. Multicore technology allows two or more processors (commonly called cores) to be activeon a single silicon chip. With multicore technology, IBM considers each core to be a physicalprocessor. For example, in a dual-core chip, there are two physical processors residing on thesingle silicon chip.

3. The program may not run on some or all of the processors for which PoEs are required bythe program's valuation method.

4. In the System z IFL environment, each IFL engine is considered a single physical processor.

5. Threading, a technique which makes a single processor seem to perform as two or more,does not affect the count of physical processors.

6. Where blade technology is employed, each blade is considered a separate server andcharging is based upon the total number of processors on the blades with which the programis affiliated.

7. Not all processors require the same number of Value Unit entitlements. To determine thenumber of Value Unit entitlements required, refer to the processor Value Unit conversion tableon the Passport Advantage Web site:


Millions of Service Units (MSUs)

MSU is defined as millions of CPU service units per hour, which is the measure of capacityused to describe the computing power of the hardware processors on which S/390 or System zsoftware runs. Processor MSU values are determined by the hardware vendor, IBM, or SoftwareCompatible Vendors (SCVs).

For more detailed information about System z software pricing, visit

http://www-1.ibm.com/servers/eserver/zseries/library/refguides/sw_ pricing.html

Network node or node


http://www-1.ibm.com/servers/eserver/zseries/library/refguides/sw_pricing.html



Network nodes include routers, switches, hubs, and bridges that contain a network managementagent. A single network node may contain any number of interfaces or ports.

Network security device

Network security device is any network-based security appliance or server running networksecurity software that provides a source of security events or logs. Examples include, but arenot limited to, firewalls, application firewalls, intrusion detection systems, intrusion protectionsystems, virtual private networks (VPNs), threat protection products (antivirus gateways), contentfiltering (Web, e-mail), identity and access management, directory servers, network anomalybehavior products, and multifunction security appliances.

Partitions

A server's resources (CPU, memory, I/O, interconnects, and buses) may be divided accordingto the needs of the applications running on the server. This partitioning can be implemented withphysical boundaries (physical partitions) or logical boundaries (logical partitions).

Physical partitions are defined by a collection of processors dedicated to a workload and canbe used with systems that have either multiple cards or multiple frames, each of which can beconfigured independently. In this method, the partitions are divided along hardware boundariesand processors, and the I/O boards, memory, and interconnects are not shared.

Logical partitions are defined by software rather than hardware and allocate a pool of processingresources to a collection of workloads. These partitions, while separated by software boundaries,share hardware components and run in one or more physical partitions.

Port

A port is the physical connection between a device and the network.

Processor (per processor charging under full capacity)

In full capacity charging, PoEs must be acquired for all activated processors (available for use)that are on the server where the program or a component of the program is run.

Notes®:

1. IBM defines a physical processor in a computer as a functional unit that interprets andexecutes instructions. A physical processor consists of at least an instruction control unit andone or more arithmetic and logic units.

2. Multicore technology allows two or more processors (commonly called cores) to be activeon a single silicon chip. With multicore technology, IBM considers each core to be a physicalprocessor. For example, in a dual-core chip, there are two physical processors residing on thesingle silicon chip.

3. In the System z IFL environment, each IFL engine is considered a single physical processor.

4. Threading, a technique which makes a single processor seem to perform as two or more,does not affect the count of physical processors.

5. Where blade technology is employed, each blade is considered a separate server andcharging is based upon the total number of processors on the blade on which the program isrun.

6. When a server is shipped with six processors, but two of them are inactive, four processorsare active for the customer.

7. Not all processors require the same number of Value Unit entitlements. To determine thenumber of Value Unit entitlements required, refer to the processor value unit conversion tableon the Passport Advantage Web site





Resource Value Unit

Resource Value Unit is a pricing charge metric for program license entitlements which is basedupon the quantity of a specific designated measurement used for a given program. Refer to theValue Units definition.

Server

A server is a computer system that executes requested procedures, commands, or applicationsto one or more user or client devices over a network. A PoE must be obtained for each serveron which the program or a component of the program is run or for each server managed by theprogram. Where blade technology is employed, each blade is considered a separate server.

Standby or backup systems

For programs running or resident on backup machines, IBM defines three types of situations:cold, warm and hot. In cold and warm situations, a separate entitlement for the copy on thebackup machine is normally not required and typically no additional charge applies. In a hotbackup situation, the customer needs to acquire other license or entitlements sufficient for thatserver. All programs running in backup mode must be solely under the customer's control, evenif running at another enterprise's location.

As a practice, the following are definitions and allowable actions concerning the copy of theprogram used for backup purposes.

Cold: A copy of the program may reside, for backup purposes, on a machine as long as theprogram is not started. There is no additional charge for this copy.

Warm: A copy of the program may reside for backup purposes on a machine and is started, butis idling, and is not doing any work of any kind. There is no additional charge for this copy.

Hot: A copy of the program may reside for backup purposes on a machine, is started, and isdoing work. The customer must acquire a license or entitlements for this copy and there willgenerally be an additional charge.

Doing work includes, for example, production, development, program maintenance, andtesting. It also could include other activities such as mirroring of transactions, updating of files,synchronization of programs, data or other resources (for example, active linking with anothermachine, program, database or other resource, and so on), or any activity or configurationsthat would allow an active hot switch or other synchronized switch over between programs,databases, or other resources to occur.

In the case of a program or system configuration that is designed to support a high availabilityenvironment by using various techniques (for example, duplexing, mirroring of files, ortransactions, maintaining a heartbeat, active linking with another machine, program, database, orother resource), the program is considered to be doing work in the hot situation and a license orentitlement must be purchased.

Terabyte (T/TB)

1 terabyte of managed storage = 2 to the power of 40 bytes = 1,099,511,627,776 bytes, trillionbytes.

Tivoli Management Points

A Tivoli Management Point is a metric used to compute license quantities and is programspecific.

Value Units

A Value Unit is a pricing charge metric for program license entitlements, which is based upon thequantity of a specific designated measurement used for a given program. Each program has adesignated measurement. The most commonly used designated measurements are processorcores and MSUs. However, for select programs, there are other designated measurements suchas servers, users, client devices, and messages. The number of Value Unit entitlements requiredfor your specific implementation of the given program must be obtained from a conversion table



associated with the program. You must obtain a PoE for the appropriate number of Value Unitentitlements for your implementation. The Value Unit entitlements of a given program cannotbe exchanged, interchanged, or aggregated with Value Unit entitlements of another program.Whenever the designated measurement is a processor core, not all processors require the samenumber of Value Unit entitlements. To determine the number of Value Unit entitlements required,refer to the processor Value Unit conversion table on the Passport Advantage Web site


Product and licensing Web sites

A complete list of IBM Tivoli products is available at

http://www.ibm.com/software/tivoli

IBM Tivoli product licensing documents are available at

http://www.ibm.com/software/tivoli/products/licensing.html

Passport Advantage

Through the Passport Advantage Agreement, you may receive discounted pricing basedon your total volume of eligible products, across all IBM brands, acquired worldwide. Thevolume is measured by determining the total Passport Advantage points value of the applicableacquisitions. Passport Advantage points are only used for calculating the Entitled PassportAdvantage discount.

To determine the required IBM Tivoli product configuration under Passport Advantage, theIBM Tivoli Enhanced Value-Based Pricing Model applies. The customer's environment isevaluated on a per-product basis.

Use the following two-step process to determine the total Passport Advantage points value:

1. Analyze your environment to determine the number of charge units for a product. The quantityof each product's part numbers to be ordered is determine by that analysis.

2. Order the Passport Advantage part numbers. A Passport Advantage point value, which isthe same worldwide for a specific part number regardless of where the order is placed, isassigned to each IBM Tivoli product part number. The Passport Advantage point value forthe applicable part number, multiplied by the quantity for that part number, will determinethe Passport Advantage points for that IBM Tivoli product part number. The sum of thesePassport Advantage points determines the Passport Advantage point value of the applicableIBM Tivoli product authorizations which then may be aggregated with the point value ofother applicable Passport Advantage product acquisitions to determine the total PassportAdvantage points value.

The discounted pricing available through Passport Advantage is expressed in the form ofSuggested Volume Prices (SVPs), which vary depending on the SVP level. Each SVP level isassigned a minimum total Passport Advantage point value, which must be achieved, in order toqualify for that SVP level.

Media packs and documentation packs do not carry Passport Advantage points and are noteligible for SVP discounting.

For additional information on Passport Advantage, refer to the following


The following Passport Advantage part number categories may be orderable:

• License and Software Subscription and Support 12 Months - This is the product authorizationwith maintenance to the first anniversary date.

• Annual Software Subscription and Support Renewal - This is the maintenance renewal forone anniversary that applies when a customer renews its existing coverage period prior to theanniversary date at which it expires.


http://www.ibm.com/software/tivoli

http://www.ibm.com/software/tivoli/products/licensing.html




• Software Subscription and Support Reinstatement 12 months - This is for customers whohave allowed their Software Subscription and Support to expire, and later wish to reinstatetheir Software Subscription and Support.

• Media packs - These are the physical media, such as CD-ROMs, that deliver the product'scode.

• Documentation packs - These contain printed documentation such as the User's Guide andRelease Notes.

Pricing information

IBM Tivoli Netcool Service Quality Management Centre V4.2 is a bundle of threecomponents: IBM Tivoli Netcool Business Service Manager, IBM Tivoli Netcool Service QualityManager, and IBM Tivoli Netcool Customer Experience Manager. The bundle is priced by thefollowing chargeable components and metrics.

All components require the following metric: Base per install - per physical site, production,hot standby, non-production are each considered a single install. The number of base per installcomponents required are the same regardless of how many components of the bundle are beinglicensed.

IBM Tivoli Netcool Service Quality Manager

• Data Source Tier 1 per connection - Per data source type (for example, PM data, CDR data,Probe data)

• Subscribers Tier 2 per Resource Value Unit - The license for a TNSQM Service Solutions isderived from counting the total number of subscribers in the network and using the VUE 002Table E below to determine the appropriate resource Value Units required.

IBM Tivoli Netcool Customer Experience Manager

• Data Source Tier 1 per connection - Per data source type (for example, PM data CDR data,Probe data).

• Subscribers Tier 2 per Resource Value Unit - The license for a TNCEM Service Solution isderived from counting the total number of subscribers in the network and using VUE 002Table E below to determine the appropriate resource Value Units required.

IBM Tivoli Netcool Business Service Manager

Tier 1 devices per Resource Value Unit - The following probes or devices are considered Tier 1.The number of Resource Value Units required is based on VUE002 Table B below.

This is counted by the number of end devices monitored via:

• SNMP traps

• Syslog messages

• Syslogd messages

• BMC Patrol per processor

• TL1

• Ping

• ISS SiteProtectortm

And the number of:

• Oracle Tables monitored

• HTTPD Common Log Format monitored

• HTTPD Server Error Log monitored

• Windows log files monitored

• Cisco PIX monitored

• Cisco SDEE monitored

• Checkpoint Firewall-1 monitored



• Cisco ACS monitored (each instance of Cicso ACS counts as 20 RVUs)

• IBM Tivoli Monitoring managed processor monitored

• IBM Tivoli Enterprise Console managed processor monitored (where these are notconsolidated via a TEC server)

• Devices integrated via the EIF Probe per managed processor monitored

Tier 2 Devices per Resource Value Unit - The following probes or devices are considered Tier 2.The number of Resource Value Units required is based on VUE002 Table B below.

This is counted by the number of managed devices from the following list:

• Pulsepoint

• RADIUS

• Siemens DCO

• Ericsson AXE 10 per Class 5 Voice Switch

• Nortel DMS per Class 5 Voice Switch

• Alcatel DSC Dex per Class 5 Voice Switch

• Marconi System X per Class 5 Voice Switch

• Avaya Definity G3 per switch

• Lucent ECP

• Lucent 5ESS - Class 5 Voice Switch

• Ericsson ACP 1000

• Arcom Environmental Monitoring System

• Comverse

• Nortel DMS 10

• Nortel Meridian

• Alcatel MT20

• N.E.T. Promina

• Ericsson MD110

• Hewlett Packard OpenView NNM

• IBM NetView/6000

• DEC VAX Operator Communication Facility

• Oracle

• Enterprise SNMP EMS

• Polycenter Watchdog

• SUN Solstice Enterprise Manager

• Freshwater Sitescope

• SUN SunNet Manager

• Castlerock SNMPC

• Aprisma Spectrum

• Sun ManagementCenter

• Compaq Tandem

• Hewlett Packard Vantage Point Operations

• Microsoft Operations Manager (MOM)

• Microsoft System Centre for Operations 2007 ( SCOM 2007)

• CFS Building Management

• CMS400

• FDF Server - Single Connection

• N.E.T. IDNX

• Hewlett Packard IT/Operations Centre



• Siemens Landis and Staefa

• Open NerveCenter

• N.E.T. Open/5000

• Netlabs (DiMONS 2G)

• Nortel Multi-service Data Manager

And the number of:

• E-mail systems

• Sockets

• Executable programs

• FIFO queues

• Stdin feeds

• Log files monitored

• RoboMon Element Manager

• TEC (AIX|HP|Solaris) Oracle

• Tivoli Enterprise Console (TEC ODBC)

And by the number of databases managed using:

• ODBC

• Informix®

This is counted by the number of connections to the managed devices in the following list:

• Nokia NMS100

• Nortel BSSM

• Nortel TN-MS EC1 Element Controller for TN-1X

• Nortel SB OSSI

• Nortel Universal Signalling Point (USP)

• Nortel BB STP

• Octel Voice Message Switch

• Okeford

• Telco Research ORBi-TEL

• Oryx EMS for Exel Switches

• Ascom PANMAN

• Dantel PointMaster

• Ion Networks Sentinel 2000

• Servelec

• Marconi ServiceOn Access

• Siemens EWSD Logfile

• SNM-OS probe

• Siemens TNMS (SNMP)

• Siemens HMS (rs232)

• Airspan Sitespan

• ECI/Telematics

• Ascom TimePlex TimeView/2000

• Ericsson Xmate

• PDS Snyder

• SNMP Telecom EMS

• Huawei T2000 MML



• Lucent ITM-SC

• Alcatel S12

• Nortel EV-DO

• NORTEL IEMS

• Motorola OMC-R (Iden)

• ADAM NOMS

• Lucent Agile ATM

• Alcatel 1000 E10/OCB-283

• Alcatel OMC-R (Terminal Server Connection)

• Alcatel OMC-S

• Telstra AMS

• Cisco CEMF

• Ascom CLOG

• DAWCOM

• Nortel Digital Fault Management (DFMS)

• Tekelec Eagle STP

• ECI/eNM

• Nortel EIF

• Marconi EMOS

• Fujitsu FENS

• FLEXR

• Inet Geoprobe

• Glenayre VMS

• Hughes

• KBU Fivemere

• Fibermux LightWatch

• Lucent ITM-NM/OMS

• ADC Metrica NPR

• NewNet SMS

• NICAD

• Tellabs 2100

• Alcatel NMC 1300

• Tandem SCP

• Lucent OTAF/SDHLR

• Telcordia ISCP-DRS-SPACE

• Alcatel AWS

• Lucent NFM

• Fujitsu Netsmart

• Lucent Wireless ASCII

• Telcordia Wireless ASCII

• Tekelec LSMS

• Prognosis

• Nortel MG9000

• Nortel PTM

• Marconi ServiceOn Data

• Ericsson BNSI

• Siemens TNMS (CORBA)

• Motorola OMC-R (3GPP)



• Huawei T2000 CORBA

• Huawei N2000 CORBA

• Cisco CTM (CORBA)

• NEC Director (CORBA)

• ECI Lightsoft CORBA

• Fujitsu ICS Probe

• Lucent Wavestar SNMS

• Marconi MV38/PSB MNR

• Lucent OMC (CORBA)

• Ciena On Centre

• Lucent JMTE (CORBA)

• Alcatel OS-OS

• Nokia Netact/NMS2000

• Nokia NetAct for Broadband

• Nortel EAI

• Nortel Magellan NMS

• Tellabs 8000/8100

• Alcatel 5620 SAM

• Marconi MV36/PFM

• Nortel MDM

• Alcatel 5620 Logfile

• Nortel Preside Wireless (3GPP)

• Nortel CDMA Element Management System ( CEMS )

• Nortel CDMA Element Manager ( CNM )

• Ericsson 3GPP (OSS-RC/RANOS/CNOS)

• Nokia NetAct for Wireless (3GPP)

• Alcatel OMC-R (3GPP)

• Siemens Switch/Radio/@vantage Commander (CORBA)

• Alcatel 5620 NM CORBA

• Ericsson RANOS (3GPP)

• Nortel OMC-R (Q3)

• Alcatel OMC-R (Q3 Interface)

• Alcatel SMC 1360

• Motorola OMC-R (Q3 Interface)

• Siemens RadioCommander (Q3 Interface)

• Siemens SwitchCommander (Q3 interface)

VUE 002 Table B From Toquantity quantity Factor

0 10 1.00 11 100 0.90101 250 0.80251 500 0.65501 or more 0.45

VUE002 Table E From Toquantity quantity Factor

0 5 million 0.004500 5 million 10 million 0.001000



10 million 50 million 0.000600 50 million 100 million 0.000575100 million 175 million 0.000550175 million 300 million 0.000525300 million 500 million 0.000500500 million or more 0.000425

Pricing example

A service provider deploys IBM Tivoli Netcool Service Quality Management Centre in onecountry. The customer only wants to deploy the IBM Tivoli Netcool Service Quality Manager(TNSQM) component of the solution in its environment to manage two services (for exampleVoIP and IPTV). The customer uses several servers at its country site and has seven millionsubscribers for both services. The services they want to manage requires a total of five datasource types.

Chargeable Quantity in Installs Connections Net Resourcecomponent customer required, required, Value Unitsmetric environment quantity of quantity of required, part numbers part numbers quantity of to order to order part numbers to order Install 1 1 TNSQM datasources 5 5 TNSQM datasubscribers 14M * 29,900 *

* 14 million subscribers of TNSQM (7 million subscribers x 2 services) require 29,900 resourceValue Units per VUE002 Table E. The quantity to order of TNSQM Tier 2 is 29,900. The first 5million subscribers require a factor of .0045, the next 5 million require a factor of .001 and theremaining 4 million require .0006.

In a future period, the service provider expands its network to nine million users and wantsto deploy IBM Tivoli Netcool Customer Experience Manager (TNCEM) in its environment.The service provider will need to entitle all nine million subscribers for the IBM Tivoli NetcoolCustomer Experience Manager component. However, the service provider is already entitledto the install for the entire solution. In addition, the service provider has entitlement for sevenmillion subscribers for IBM Tivoli Netcool Service Quality Manager for two services (VoIP and IP-TV.) For the additional 4 million subscribers (2 million x 2 services) of IBM Tivoli Netcool ServiceQuality Manager, the service provider will use the .0006 factor in VUE002 Table E.

Chargeable Quantity in Installs Connections Net Resourcecomponent customer required, required, Value Unitsmetric environment quantity of quantity of required, part numbers part numbers quantity of to order to order part numbers to order TNSQMsubscribers 4M 2,400 * TNCEM datasources 5 5 TNCEMsubscribers 18M ** 32,300 **

* The 2 million additional TNSQM subscribers entitled to the 2 services require 4 millionadditional subscriber licenses at .0006 factor per VUE002 Table E or 2,400 Resource ValueUnits. The service provider is now entitled to nine million subscribers of the IBM Tivoli NetcoolService Quality Manager component for two services.

** The 9 million TNSQM subscribers for 2 new services require 32,300 Resource Value Unitsper VUE002 Table E. The quantity to order of TNSQM Tier 2 is 32,300. The first 5 million



subscribers require a factor of .0045, the next 5 million require a factor of .001 and the remaining8 million require .0006.

In another future period, the service provider wants to deploy the IBM Tivoli Netcool BusinessService Manager (TNBSM) component. For TNBSM, the service provider's network consistsof 3,000 Tier 1 devices and 20 Tier 2 devices as outlined in the metric descriptions above.The service provider is already entitled to the install metric from their original purchase of thesolution. To deploy TNBSM, the service provider will need to entitle their 3,000 Tier 1 devicesand their 20 Tier 2 devices.

Net Resource Installs Connection Value Units Additional required, required, required,Chargeable Quantity in quantity of quantity of quantity ofcomponent Customer part numbers part numbers part numbersmetric Environment to order to order to order TNBSM 3,000 1,499 *Tier 1 devices TNBSM 20 19 **Tier 2 devices

* Using VUE002 Table B, the service provider requires 1,499 RVUs to entitle their 3,000 Tier 1devices. The quantity to order is 1,499 Resource Value Units. The first 10 are at a factor of 1.0,the next 90 at a factor of .9, the next 150 at a factor of .8, the next 250 at a factor of .65, and thefinal 2,500 at a factor of .45.

** Using VUE002 Table B the service provider requires 19 Resource Value Units to entitle their20 Tier 2 devices. The quantity to order is 19 Resource Value Units. The first 10 at a factor of 1.0and the next 10 at a factor of .9.

Ordering information

This product is only available via Passport Advantage. It is not available as shrinkwrap.

Product group: Netcool Service Quality Management Product Identifier Description (PID) IBM Tivoli Netcool Service Quality Management Centre V4.2 (5724-V48) Product category: Service Quality

Orders may be placed by calling ibm.com®, Americas at 1-800-IBM-CALL (426-2255).

Value Unit

A Value Unit is a pricing charge metric for program license entitlements which is based uponthe quantity of a specific designated measurement used for a given program. Each programhas a designated measurement. The most commonly used designated measurement is aprocessor core. However, for select programs, there are other designated measurements suchas users or resources which may include servers, client devices, and messages. The numberof Value Unit entitlements required for a program depends on how the program is deployedin your environment and must be obtained from a Value Unit table. You must obtain a PoEfor the calculated number of Value Unit entitlements for your implementation. The Value Unitentitlements are specific to a program and may not be exchanged, interchanged, or aggregatedwith Value Unit entitlements of another program.

New licensees

Orders for new licenses will be accepted now.

Shipment will begin on the planned availability date.



Basic license

Ordering information for Passport Advantage

Passport Advantage allows you to have a common anniversary date for Software Subscriptionand Support renewals, which can simplify management and budgeting for eligible new versionsand releases (and related technical support) for your covered products. The anniversary date,established at the start of your Passport Advantage Agreement, will remain unchanged whileyour Passport Advantage Agreement remains in effect. New software purchases will initiallyinclude twelve full months of Software Subscription and Support. Software Subscription andSupport in the second year (the first year of renewal) can be prorated to be coterminous withyour common anniversary date. Thereafter, all Software Subscription and Support will renew atthe common anniversary date for twelve full months of maintenance.

Refer to the IBM International Passport Advantage Agreement and to the IBM Software SupportHandbook for specific terms relating to, and a more complete description of, technical supportprovided through Software Subscription and Support.

The quantity to be specified for the Passport Advantage part numbers in the following table is pernumber of required Resource Value Units. To order for Passport Advantage, specify the desiredpart number and quantity.

Description Part numberIBM Tivoli Netcool Service Quality Management Centre V4.2 (5724-V48)Passport Advantage licenses IBM Tivoli Netcool Service Quality Management CentreBase per installLIC+SW S&S 12 MO D04QGLL IBM Tivoli Netcool Service Quality Management CentreBase per installANNUAL SW S&S RNWL E0574LL IBM Tivoli Netcool Service Quality Management CentreBase per installSW S&S REINSTATE 12 MO D04QHLL IBM Tivoli Netcool Service Quality ManagerTier 1 per connectionLIC+SW S&S 12 MO D04QILL IBM Tivoli Netcool Service Quality ManagerTier 1 per connectionANNUAL SW S&S RNWL E0575LL IBM Tivoli Netcool Service Quality ManagerTier 1 per connectionSW S&S REINSTATE 12 MO D04QJLL IBM Tivoli Netcool Service Quality ManagerTier 2 per Resource Value UnitLIC+SW S&S 12 MO D04QNLL IBM Tivoli Netcool Service Quality ManagerTier 2 per Resource Value UnitANNUAL SW S&S RNWL E057ALL IBM Tivoli Netcool Service Quality ManagerTier 2 per Resource Value UnitSW S&S REINSTATE 12 MO D04QRLL IBM Tivoli Netcool Customer Experience ManagerTier 1 per connectionLIC+SW S&S 12 MO D04QTLL IBM Tivoli Netcool Customer Experience ManagerTier 1 per connectionANNUAL SW S&S RNWL E057BLL IBM Tivoli Netcool Customer Experience ManagerTier 1 per connection



SW S&S REINSTATE 12 MO D04QULL IBM Tivoli Netcool Customer Experience ManagerTier 2 per Resource Value UnitLIC+SW S&S 12 MO D04QVLL IBM Tivoli Netcool Customer Experience ManagerTier 2 per Resource Value UnitANNUAL SW S&S RNWL E057CLL IBM Tivoli Netcool Customer Experience ManagerTier 2 per Resource Value UnitSW S&S REINSTATE 12 MO D04QWLL IBM Tivoli Netcool Business Service ManagerTier 1 per Resource Value UnitLIC+SW S&S 12 MO D04QKLL IBM Tivoli Netcool Business Service ManagerTier 1 per Resource Value UnitANNUAL SW S&S RNWL E0576LL IBM Tivoli Netcool Business Service ManagerTier 1 per Resource Value UnitSW S&S REINSTATE 12 MO D04QPLL IBM Tivoli Netcool Business Service ManagerTier 2 per Resource Value UnitLIC+SW S&S 12 MO D04QMLL IBM Tivoli Netcool Business Service ManagerTier 2 per Resource Value UnitANNUAL SW S&S RNWL E0578LL IBM Tivoli Netcool Business Service ManagerTier 2 per Resource Value UnitSW S&S REINSTATE 12 MO D04QSLL

To order a media pack for Passport Advantage, specify the part number in the desired quantityfrom the following table:

Description Part numberIBM Tivoli Netcool Service Quality Management Centre V4.2 Multiplatform English CD Media Package AL005EN

Terms and conditions

The information provided in this announcement letter is for reference and convenience purposesonly. The terms and conditions that govern any transaction with IBM are contained in theapplicable contract documents such as the IBM International Program License Agreement,IBM International Passport Advantage Agreement, and the IBM Agreement for Acquisition ofSoftware Maintenance.

This product is only available via Passport Advantage. It is not available as shrinkwrap.

Licensing

IBM International Program License Agreement including the License Information document andProof of Entitlement (PoE) govern your use of the program. PoEs are required for all authorizeduse. Part number products only, offered outside of Passport Advantage, where applicable, arelicense only and do not include Software Maintenance.

License Information form number

L-EHUS-7JMJ2D



The program's License Information will be available for review on the IBM Software LicenseAgreement Web site

http://www.ibm.com/software/sla/sladb.nsf

Limited warranty applies

Yes

Limited warranty

IBM warrants that when the program is used in the specified operating environment, it willconform to its specifications. The warranty applies only to the unmodified portion of the program.IBM does not warrant uninterrupted or error-free operation of the program or that IBM will correctall program defects. You are responsible for the results obtained from the use of the program.

IBM provides you with access to IBM databases containing information on known programdefects, defect corrections, restrictions, and bypasses at no additional charge. For furtherinformation, consult the IBM Software Support Handbook found at

http://techsupport.services.ibm.com/guides/handbook.html

IBM will maintain this information for at least one year after the original licensee acquires theprogram (warranty period).

Program technical support

Technical support of a program product will be available for a minimum of five years from thegeneral availability date, as long as your Software Maintenance is in effect. This technicalsupport allows you to obtain assistance (via telephone or electronic means) from IBM forproduct-specific, task-oriented questions regarding the installation and operation of the programproduct. Software Maintenance also provides you with access to updates, releases, and versionsof the program. You will be notified, via announcement letter, of discontinuance of support with12 months' notice. If you require additional technical support from IBM, including an extensionof support beyond the discontinuance date, contact your IBM representative or IBM BusinessPartner. This extension may be available for a fee.

Money-back guarantee

If for any reason you are dissatisfied with the program and you are the original licensee, youmay obtain a refund of the amount you paid for it, if within 30 days of your invoice date youreturn the program and its PoE to the party from whom you obtained it. If you downloaded theprogram, you may contact the party from whom you acquired it for instructions on how to obtainthe refund.

For clarification, note that (1) for programs acquired under the IBM International PassportAdvantage offering, this term applies only to your first acquisition of the program and (2) forprograms acquired under any of IBM's On/Off Capacity on Demand (On/Off CoD) softwareofferings, this term does not apply since these offerings apply to programs already acquired andin use by you.

Authorization for use on home/portable computer

You may not copy and use this program on another computer without paying additional licensefees.

Other terms

Volume orders (IVO)

No

IBM International Passport Advantage Agreement

Passport Advantage applies

http://www.ibm.com/software/sla/sladb.nsf




Yes, and through the Passport Advantage Web site at


Software Maintenance applies

Yes. Software Maintenance is included with licenses purchased through Passport Advantageand Passport Advantage Express. Product upgrades and Technical Support are provided bythe Software Maintenance offering as described in the Agreements. Product upgrades providethe latest versions and releases to entitled software and Technical Support provides voice andelectronic access to IBM support organizations, worldwide.

IBM includes one year of Software Maintenance with each program license acquired. Theinitial period of Software Maintenance can be extended by the purchase of a renewal option, ifavailable.

While your Software Maintenance is in effect, IBM provides you assistance for your routine, shortduration installation and usage (how-to) questions, and code-related questions. IBM providesassistance via telephone and, if available, electronic access, only to your information systems(IS) technical support personnel during the normal business hours (published prime shift hours)of your IBM support centre. (This assistance is not available to your end users.) IBM providesSeverity 1 assistance 24 hours a day, 7 days a week. For additional details, consult your IBMSoftware Support Handbook at


Software Maintenance does not include assistance for the design and development ofapplications, your use of programs in other than their specified operating environment, or failurescaused by products for which IBM is not responsible under the applicable agreements.

For additional information about the International Passport Advantage Agreement and the IBMInternational Passport Advantage Express Agreement, visit the Passport Advantage Web site at


IBM Operational Support Services - SupportLine

No

System i Software Maintenance applies

No

Variable charges apply

No

Educational allowance available

Not applicable.

IBM Electronic Services

IBM has transformed its delivery of hardware and software support services to help you achievehigher system availability. Electronic Services is a Web-enabled solution that offers an exclusive,no-additional-charge enhancement to the service and support available for IBM servers. Theseservices are designed to provide the opportunity for greater system availability with fasterproblem resolution and preemptive monitoring. Electronic Services comprises two separate, butcomplementary, elements: Electronic Services news page and Electronic Services Agent.

The Electronic Services news page is a single Internet entry point that replaces the multiple entrypoints traditionally used to access IBM Internet services and support. The news page enablesyou to gain easier access to IBM resources for assistance in resolving technical problems.






The Electronic Service Agenttm is no-additional-charge software that resides on your server. Itmonitors events and transmits system inventory information to IBM on a periodic, client-definedtimetable. The Electronic Service Agent automatically reports hardware problems to IBM. Earlyknowledge about potential problems enables IBM to deliver proactive service that may resultin higher system availability and performance. In addition, information collected through theService Agent is made available to IBM service support representatives when they help answeryour questions or diagnose problems. Installation and use of IBM Electronic Service Agent forproblem reporting enables IBM to provide better support and service for your IBM server.

To learn how Electronic Services can work for you, visit

http://www.ibm.com/support/electronic

Prices

For all local charges, contact your IBM representative.

Passport Advantage

For Passport Advantage and charges, contact your IBM representative or your authorized IBMBusiness Partner. Additional information is also available at


Business Partner information

If you are an IBM Business Partner -- Distributor for Workstation Software acquiring productsfrom IBM, you may link to Passport Advantage On-line for resellers where you can obtainBusiness Partner pricing information. An IBM ID and password are required.

https://www.ibm.com/software/howtobuy/passportadvantage/paoreseller

Trade-marks

Netcool/OMNIbus, POWER5, System i, System p, System z, System Storage, SiteProtectorand Electronic Service Agent are trade-marks of IBM Corporation in the United States, othercountries, or both.

IBM, Tivoli, Netcool, Passport Advantage, OMEGAMON, Tivoli Enterprise Console,BookManager, AIX, OS/390, z/OS, S/390, TotalStorage, Notes, Informix and ibm.com areregistered trade-marks of IBM Corporation in the United States, other countries, or both.

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Other company, product, and service names may be trade-marks or service marks of others.

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Corrections

(Corrected on November 10, 2008)Changed License Information form number and updated Software requirements section.

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ibm tivoli netcool service quality management centre v4.2 now

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