ibm service delivery manager v7.2.2 user's guide

IBM Service Delivery ManagerVersion 7.2.2

User's Guide

SC34-2623-00

��

NoteBefore using this information and the product it supports, read the information in “Notices” on page 109.

Edition notice

This edition applies to IBM Service Delivery Manager Version 7 Release 2 Modification Level 1 (program number5725-A34), available as a licensed program product, and to all subsequent releases and modifications until otherwiseindicated in new editions.

Order publications through your IBM representative or the IBM branch office serving your area. Publications arenot stocked at the addresses given below.

Address comments on this publication to:

IBM Deutschland Research and Development GmbHIBM Systems and Technology GroupSystems Software DevelopmentDept. 2705, Bldg. 71032-16Schoenaicher Str. 22071032 BoeblingenGermany

FAX (Germany): 07031 16 4240FAX (other countries): (+49) 7031 16 4240

Make sure to include the following in your comment or note:v Title and order number of this book

v Page number or topic related to your comment

When you send information to IBM, you grant IBM a non-exclusive right to use or distribute the information in anyway it believes appropriate without incurring any obligation to you.

© Copyright IBM Corporation 2010, 2011.US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contractwith IBM Corp.

Contents

Tables . . . . . . . . . . . . . . . v

Preface . . . . . . . . . . . . . . viiWho should read this information. . . . . . . viiWhat is new in this release . . . . . . . . . viiUseful links . . . . . . . . . . . . . . ixSupport information . . . . . . . . . . . . x

Getting technical training . . . . . . . . . xSearching knowledge bases . . . . . . . . x

Searching the Internet . . . . . . . . . xUsing IBM Support Assistant . . . . . . . xFinding product fixes . . . . . . . . . xiGetting email notification of product fixes . . xi

Contacting IBM Software Support . . . . . . xiSetting up a software maintenance contract xiiDetermine the business impact . . . . . . xiiDescribe the problem and gather backgroundinformation . . . . . . . . . . . . xiiiSubmit the problem to IBM Software Support xiii

Chapter 1. Overview . . . . . . . . . 1IBM Service Delivery Manager overview . . . . . 1IBM Service Delivery Manager software . . . . . 2

Tivoli Service Automation Manager. . . . . . 2Service provider support . . . . . . . . 3Tivoli Service Automation Manager userinterfaces . . . . . . . . . . . . . 4

Self-Service Virtual Server Management . . . . 5Image management . . . . . . . . . . . 6IBM Tivoli Monitoring . . . . . . . . . . 6

Monitoring in Tivoli Service AutomationManager . . . . . . . . . . . . . . 6Collecting and analyzing monitoringinformation . . . . . . . . . . . . . 7

Tivoli Usage and Accounting Manager. . . . . 7Reporting function . . . . . . . . . . . 8

Monitoring reports . . . . . . . . . . 8Tivoli Service Automation Manager reporttypes and content . . . . . . . . . . 10Usage and accounting reports . . . . . . 11

Functional integration points . . . . . . . 11Image-based installation . . . . . . . . . 12

High availability. . . . . . . . . . . . . 13Software stack . . . . . . . . . . . . . 14Virtual image relationships . . . . . . . . . 17Service Connection Engine . . . . . . . . . 19Ports and protocols . . . . . . . . . . . . 21URL redirection architecture . . . . . . . . . 21Integrating with an existing external IBM TivoliMonitoring server and Tivoli Usage and AccountingManager server . . . . . . . . . . . . . 24Supported languages . . . . . . . . . . . 25

Chapter 2. Using the Self-ServiceVirtual Server Management offerings. . 27Submitting requests in the self-service user interface 27Approvals and notifications . . . . . . . . . 28

Email notifications . . . . . . . . . . . 29Approving requests. . . . . . . . . . . 30

Creating a project and adding virtual servers . . . 30Creating a project from a saved server image . . . 33Canceling a project . . . . . . . . . . . . 34Modifying project . . . . . . . . . . . . 35

Adding virtual servers to an existing project . . 35Adding a server from a saved image . . . . . 37Modifying reservation dates . . . . . . . . 37Removing a virtual server . . . . . . . . 38

Modifying server . . . . . . . . . . . . 39Modifying server resources . . . . . . . . 39

Windows disk size modification afterchanging password . . . . . . . . . . 40

Resetting a server password . . . . . . . . 41Starting a server . . . . . . . . . . . . 41Stopping a server . . . . . . . . . . . 42Restarting a server . . . . . . . . . . . 42Installing software on server. . . . . . . . 42

Backing up and restoring server images . . . . . 43Creating server image . . . . . . . . . . 43Restoring a server from image . . . . . . . 44Removing saved images . . . . . . . . . 45

Managing Image Library . . . . . . . . . . 45Registering VMware images . . . . . . . . 45Registering POWER LPAR images . . . . . . 46Registering Xen images . . . . . . . . . 47Registering KVM images . . . . . . . . . 48Registering z/VM image . . . . . . . . . 49Registering POWER LPAR images via IBMSystems Director VMControl . . . . . . . 49Unregistering an image in the Image Library . . 50Registering a VMControl image . . . . . . 50Registering a new image for a migrated resourcepool . . . . . . . . . . . . . . . . 51

Modifications to the registered images . . . 51Generated network segments . . . . . . 52

Managing customers . . . . . . . . . . . 53Creating customers . . . . . . . . . . . 53Removing customers . . . . . . . . . . 54

Managing users . . . . . . . . . . . . . 54Creating users . . . . . . . . . . . . 54Modifying user information . . . . . . . . 56

User modification conditions . . . . . . 57Removing a user . . . . . . . . . . . 57Creating new teams . . . . . . . . . . 58Modifying team information. . . . . . . . 58Removing a team . . . . . . . . . . . 59

Viewing requests . . . . . . . . . . . . 59Viewing the details of a submitted request . . . . 60Viewing and managing requests for approval . . . 61

© Copyright IBM Corp. 2010, 2011 iii

||

|||

||||||

||

||

||||||

||

Viewing projects . . . . . . . . . . . . . 61Viewing and managing servers . . . . . . . . 62

Chapter 3. Administering . . . . . . . 63Administering Tivoli Service Automation Manager 63

Tivoli Service Automation Manager softwarestartup logs . . . . . . . . . . . . . 63Controlling user access . . . . . . . . . 63

Security in the administrative user interface 63Security management in the self-service userinterface . . . . . . . . . . . . . 66

Security groups in the self-service userinterface . . . . . . . . . . . . 67

Data segregation for service providers . . . 69Administering customers and their resources . . 70

Assigning resources to a customer . . . . . 70Assigning resources to all customers . . . 72

Returning customer resources . . . . . . 72Creating customer templates. . . . . . . 73Defining quotas and limits . . . . . . . 74Activating and deactivating quotas and limits 75

Administering Tivoli Monitoring . . . . . . . 76Viewing real-time monitoring reports . . . . . 76Configuring historical events . . . . . . . 76

Default historical events collected by datawarehouse. . . . . . . . . . . . . 77Creating and deleting historical data collection 83

Configuring warehouse-related agents . . . . 84Configuring Performance Analytics for TEP . 84Configuring the Summarization and Pruningagent . . . . . . . . . . . . . . 84Configuring the Warehouse Proxy agent . . . 85

Configuring Monitoring Agent for VMware VI(System x) . . . . . . . . . . . . . . 85

Administering Tivoli Usage and AccountingManager . . . . . . . . . . . . . . . 86

Scheduling the usage and accounting reports . . 86Synchronizing Tivoli Usage and AccountingManager users with Tivoli Integrated Portal userinterface . . . . . . . . . . . . . . 86Running the usage and accounting reports . . . 87Project account and the account code structure 88Changing the rate values for the Tivoli ServiceAutomation Manager rate group . . . . . . 88

Modifying physical resources . . . . . . . . 89Creating an administrative role for VMware users 89

Appendix A. Accessibility features . . . 91

Appendix B. Troubleshooting and errorrecovery . . . . . . . . . . . . . . 93Trace logging . . . . . . . . . . . . . . 93Problems related to using the product . . . . . 95

Notices . . . . . . . . . . . . . . 109

Glossary . . . . . . . . . . . . . 111

Trademarks and Service Marks . . . . 113

Index . . . . . . . . . . . . . . . 115

iv IBM Service Delivery Manager V7.2.2 User's Guide

|||

Tables

1. IBM Service Delivery Manager informationsources: . . . . . . . . . . . . . . ix

2. Tivoli Monitoring historical reports . . . . . 93. Summary of reports and content . . . . . 104. Tivoli Usage and Accounting Manager reports 115. Ports used for URL redirection . . . . . . 236. Access to requests depending on the security

group . . . . . . . . . . . . . . 287. Restrictions for the resources values . . . . 318. Restrictions for the resources values . . . . 359. OS Family and Version values . . . . . . 46

10. Roles and groups provided by Tivoli ServiceAutomation Manager . . . . . . . . . 64

11. Types of quotas and limits . . . . . . . 7412. Default historical events settings for Windows

OS agent . . . . . . . . . . . . . 7713. Default historical events settings for Linux OS

agent. . . . . . . . . . . . . . . 7714. Default historical events settings for UNIX

agent. . . . . . . . . . . . . . . 7715. Default historical events settings for

Warehouse Proxy agent . . . . . . . . 7816. Default historical events settings for

Summarization and Pruning agent . . . . . 78

17. Default historical events settings forPerformance analyzer agent . . . . . . . 78

18. Default historical events settings for VMwareVI agent . . . . . . . . . . . . . 79

19. Default historical events settings for ActiveEnergy Manager agent . . . . . . . . . 80

20. Default historical events settings for System PAgent . . . . . . . . . . . . . . 81

21. Default historical events settings for CEC Baseagent. . . . . . . . . . . . . . . 81

22. Default historical events settings for HMCBase agent . . . . . . . . . . . . . 81

23. Default historical events settings for AIXPremium agent . . . . . . . . . . . 82

24. Tivoli Usage and Accounting Manager Cognosreports . . . . . . . . . . . . . . 87

25. CloudStandard Account Code Structure format 8826. Predefined Rates in Tivoli Service Automation

Manager . . . . . . . . . . . . . 8827. The minimum rights of a VMware

administrative user . . . . . . . . . . 89

© Copyright IBM Corp. 2010, 2011 v

|||

||

||||

vi IBM Service Delivery Manager V7.2.2 User's Guide

Preface

This publication documents how to use the online user interfaces of IBM ServiceDelivery Manager.

Who should read this informationThis information is intended for users of the online interfaces provided by IBMService Delivery Manager.

What is new in this releaseThis section provides a summary of new product features and enhancements toexisting functions that were added with IBM® Service Delivery Manager version7.2.2:

Collecting and displaying historical monitoring reportsThe data collected by IBM Tivoli® Monitoring agents can be stored in adata warehouse and used to generate reports with information about theavailability and performance of your monitoring environment in a specifictime frame. You can also generate trend analysis including informationrelated to the hypervisor.

Historical reports are processed and displayed by Tivoli CommonReporting.

For more information, see “Collecting and analyzing monitoringinformation” on page 7.

URL redirectionThe URL redirection functionality has been extended to cover also IBMTivoli Monitoring user interfaces. Using a single hostname or IP address,you can now access all the key user interfaces provided with IBM ServiceDelivery Manager:v Tivoli Service Automation Manager self-service user interfacev Tivoli Service Automation Manager administrative user interfacev Tivoli Usage and Accounting Manager user interfacev Tivoli Enterprise Portal user interfacev Tivoli Common Reporting user interface

For more information, see “URL redirection architecture” on page 21.

Integration with external IBM Tivoli Monitoring and Tivoli Usage andAccounting Manager

It is now possible to automatically configure IBM Service DeliveryManager virtual images to integrate with IBM Tivoli Monitoring and TivoliUsage and Accounting Manager instances already present in yourenvironment.

For more information, see “Integrating with an existing external IBM TivoliMonitoring server and Tivoli Usage and Accounting Manager server” onpage 24.

Improved Tivoli Usage and Accounting Manager reportsA wider set of usage and accounting reports is provided including, for

© Copyright IBM Corp. 2010, 2011 vii

|

|||

||||||

||

||

|||||

|

|

|

|

|

|

||||||

|||

||

example, resource trends, invoice by rate groups, and account summary.Moreover, the reports can be viewed by using Tivoli Common Reporting;you no longer need to access Tivoli Service Automation Manageradministrative user interface to generate and display them.

For more information, see “Usage and accounting reports” on page 11.

Service provider supportA new feature introduced with Tivoli Service Automation Manager V7.2.2is creating clouds that can be used by multiple customers. Two types ofresources are available within a cloud:v Single customer objects that are assigned to customers individually.v Multi-customer objects that can be shared among customers.

For more information, see “Service provider support” on page 3.

Monitoring the infrastructureA new enhancement introduced with IBM Service Delivery Manager,version 7.2.2 is the extension of the monitoring capabilities. Now, you caneasily monitor the hypervisor and the underlying hardware by using IBMTivoli Monitoring for Virtual Server agent on System x®, and AIX®

Premium agent on System p®. Support is installed for HMC Base Premiumagent, IBM Tivoli Monitoring agent for System Director Base, CEC Baseagent, and VIOS Premium agent.

Exploiting the configuration tools provided with Tivoli Service AutomationManager V7.2.2

IBM Service Delivery Manager, version 7.2.2 takes advantage of theenhancements to the Cloud Server Pool Administration that wereintroduced with Tivoli Service Automation Manager, version 7.2.2. Theseenhancements improve the time to value experience when configuringcloud backend, for example by adding "quick define functions" andadditional configuration validation options. In addition, these applicationswere added to allow you to configure and administer the broad variety ofcloud resources:v Cloud Storage Pool Administration applicationv Cloud Network Configuration applicationv Cloud Customer Administration application

For more information, see the Tivoli Service Automation Manager version7.2.2 documentation.

Automatic synchronization of Tivoli Service Automation Manager customer datastructure with Tivoli Usage and Accounting Manager

IBM Service Delivery Manager, version 7.2.2 includes Tivoli ServiceAutomation Manager - Extension for Usage and Accounting V1.0. Byexploiting the capabilities of this extension, the Tivoli Service AutomationManager entities such as users, customers, and teams are automaticallysynchronized with Tivoli Usage and Accounting Manager entities such asusers, user groups, and clients. The synchronization of Tivoli ServiceAutomation Manager and Tivoli Usage and Accounting Manager entitiesmakes it easier for customers to access their own reports.

For more information about the Tivoli Service Automation Manager -Extension for Usage and Accounting V1.0, see http://publib.boulder.ibm.com/infocenter/tivihelp/v55r1/index.jsp?topic=%2Fcom.ibm.tuam.ext.doc_1.0%2Fwelcome.htm.

viii IBM Service Delivery Manager V7.2.2 User's Guide

||||

|

||||

|

|

|

||||||||

||||||||||

|

|

|

||

||||||||||

||||

http://publib.boulder.ibm.com/infocenter/tivihelp/v55r1/index.jsp?topic=%2Fcom.ibm.tuam.ext.doc_1.0%2Fwelcome.htm



Maintenance toolThe maintenance tool helps you understand the difference between theversion and the maintenance level of the IBM Service Delivery Managerproducts installed in your environment, and those provided with a specificIBM Service Delivery Manager fix pack or version. It easily determines thesteps that you must run to upgrade your existing implementation andpoints you to the URLs from where you can run the required upgrades.

New and updated versions of supported products:

v System p AIX operating system Version 6.1 Technology Level 6 Service Pack 5(TL6 SP5) used by the virtual images as the operating system on System p.

v Tivoli Service Automation Manager V7.2.2 with Interim Fix HF0001v Tivoli Provisioning Manager V7.2 Fix Pack 2v Tivoli Enterprise Monitoring Server V6.2.2 Fix Pack 4v Tivoli Enterprise Portal Server V6.2.2 Fix Pack 4v Tivoli Usage and Accounting Manager V7.3 Fix Pack 1v Tivoli Common Reporting V1.3 for IBM Tivoli Monitoringv Tivoli Common Reporting V2.1 for Tivoli Usage and Accounting Managerv IBM DB2 V9.7 Fix Pack 3

Useful linksTable 1. IBM Service Delivery Manager information sources:

Information source URL

IBM Service Delivery ManagerVersion 7.2.2

http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/topic/com.ibm.isdm_7.2.2.doc/isdm_homepage.html

Tivoli Service Automation ManagerVersion 7.2.2

http://www-01.ibm.com/support/docview.wss?uid=swg21653714

IBM Tivoli Provisioning ManagerVersion 7.2 Fix Pack 2

http://publib.boulder.ibm.com/infocenter/tivihelp/v45r1/index.jsp

IBM Tivoli Monitoring Version 6.2.2Fix Pack 2

http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=/com.ibm.itm.doc_6.2.2fp2/welcome.htm

Tivoli Performance AnalyzerVersion 6.2.2 Fix Pack 2

http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/topic/com.ibm.kpa.doc/ic-homepage.html

IBM Tivoli Usage and AccountingManager Version 7.3 Fix Pack 1

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.ituam.doc_7.3/welcome.htm

IBM Systems Director VMControl™

Version 2.3.1http://publib.boulder.ibm.com/infocenter/director/v6r2x/index.jsp?topic=/com.ibm.director.vim.helps.doc/fsd0_vim_main.html

IBM Tivoli Common ReportingVersion 1.3

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=%2Fcom.ibm.tivoli.tcr_cog.doc%2Ftcr_welcome.html

IBM Tivoli Common ReportingVersion 2.1

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=%2Fcom.ibm.tivoli.tcr.doc_21%2Fic-home.html

IBM Tivoli Monitoring for VirtualServers Version 6.2.3

http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=%2Fcom.ibm.tivoli.itmvs.doc_6.2.3%2FVSwelcome.htm

Tivoli Service Automation Manager- Extension for Usage andAccounting


Preface ix

|||||||

|

||

|

|

|

|

|

|

|

|

||

||

||||

|||

|||

||||

||||

||||

||||

||||

||||

||||

|||

|

|



http://www-01.ibm.com/support/docview.wss?uid=swg21653714








http://publib.boulder.ibm.com/infocenter/director/v6r2x/index.jsp?topic=/com.ibm.director.vim.helps.doc/fsd0_vim_main.html

http://publib.boulder.ibm.com/infocenter/director/v6r2x/index.jsp?topic=/com.ibm.director.vim.helps.doc/fsd0_vim_main.html








Support informationYou can find support information for IBM products from a variety of sources.v “Getting technical training”v “Searching knowledge bases”v “Contacting IBM Software Support” on page xi

Getting technical trainingInformation about Tivoli technical training courses is available online.

Go to http://www.ibm.com/software/tivoli/education/.

Searching knowledge basesIf you have a problem with IBM Service Delivery Manager, search through one ofthe many available knowledge bases.

You can begin with the IT Service Management Information Center athttp://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/index.jsp.

Searching the InternetIf you cannot find an answer to your question in the IT Service Managementinformation center, search the Internet for the latest, most complete information tohelp you resolve your problem.

To search multiple Internet resources, go to the IBM Tivoli Support website. Fromthere, you can search a number of resources, including:v IBM technotesv IBM downloadsv IBM Redbooks®

If you still cannot find a solution to the problem, you can search forums andnewsgroups on the Internet for the latest information to help you resolve it.

Using IBM Support AssistantAt no additional cost, you can install on any workstation the IBM SupportAssistant, a stand-alone application. You can then enhance the application byinstalling product-specific plug-in modules for the IBM products that you use.

The IBM Support Assistant helps you gather support information when you needto open a problem management record (PMR), which you can then use to track theproblem. The product-specific plug-in modules provide you with the followingresources:v Support linksv Education linksv Ability to submit problem management reports

For more information, see the IBM Support Assistant Web site athttp://www-01.ibm.com/software/support/isa/.

x IBM Service Delivery Manager V7.2.2 User's Guide

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


http://www-01.ibm.com/software/support/isa/

Finding product fixesA product fix might be available from the IBM Software Support website.

About this task

Check the website to determine which fixes are available for your product.

Procedure1. Find the product at http://www.ibm.com/software/tivoli/products/.2. Click the Support Pages link for the product.3. Click Fixes for a list of fixes for your product.4. Click the name of a fix to read the description and download the fix.

Getting email notification of product fixesYou can get notifications about fixes and other news about IBM products.

Procedure1. From the support page for any IBM product, click My support in the

upper-right corner of the page.2. Optional: If you have not registered, click Register in the upper-right corner of

the support page to set up your user ID and password.3. Sign in to My support.4. On the My support page, click Edit profiles in the left navigation pane, and

scroll to Select Mail Preferences. Select a product family and check theappropriate boxes for the type of information you want.

5. Click Submit.6. For email notification for other products, repeat steps 4 and 5.

Contacting IBM Software SupportYou can contact IBM Software Support if you have an active IBM softwaremaintenance contract and if you are authorized to submit problems to IBM.

About this task

Before you contact IBM Software Support, follow these steps:

Procedure1. Set up a software maintenance contract.2. Determine the business impact of your problem.3. Describe your problem and gather background information.

What to do next

Then see “Submit the problem to IBM Software Support” on page xiii forinformation on contacting IBM Software Support.

Preface xi

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

Setting up a software maintenance contractTo be able to submit a problem to IBM, you need to have a software maintenancecontract. The type of contract that you need depends on the type of product youhave.

Procedurev For IBM distributed software products (including, but not limited to, Tivoli,

Lotus®, and Rational® products, as well as IBM DB2® and IBM WebSphere®

products that run on Microsoft Windows or UNIX operating systems), enroll inIBM Passport Advantage®:– Enrolling online: Go to the Passport Advantage Web page at

http://www.ibm.com/software/lotus/passportadvantage/, click How toenroll, and follow the instructions.

– Enrolling by Telephone: For the telephone number for your country, go tothe IBM Software Support Handbook webpage at http://www14.software.ibm.com/webapp/set2/sas/f/handbook/contacts.html andclick Contacts.

v For IBM eServer™ software products, you can purchase a software maintenanceagreement by working directly with an IBM marketing representative or an IBMBusiness Partner. For more information about support for eServer softwareproducts, go to the IBM Technical support advantage webpage athttp://www.ibm.com/servers/eserver/techsupport.html.

What to do next

If you are not sure which type of software maintenance contract you need, call1-800-IBMSERV (1-800-426-7378) in the United States. For a list of supporttelephone numbers for your location, go to the Software Support Handbook pageat http://www14.software.ibm.com/webapp/set2/sas/f/handbook/contacts.html.

Determine the business impactWhen you report a problem to IBM, you are asked to supply a severity level. Inorder to provide this information, understand and assess the business impact ofthe problem you are reporting.

Severity 1 Critical business impact: You are unable to use the program,resulting in a critical impact on operations. This conditionrequires an immediate solution.

Severity 2 Significant business impact: The program is usable but isseverely limited.

Severity 3 Some business impact: The program is usable with lesssignificant features (not critical to operations) unavailable.

Severity 4 Minimal business impact: The problem causes little impact onoperations, or a reasonable circumvention to the problem hasbeen implemented.

xii IBM Service Delivery Manager V7.2.2 User's Guide

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

http://www14.software.ibm.com/webapp/set2/sas/f/handbook/contacts.html


http://www.ibm.com/servers/eserver/techsupport.html


Describe the problem and gather background informationWhen explaining a problem to IBM, it is helpful to be as specific as possible.Include all relevant background information so that IBM Software Supportspecialists can help you solve the problem efficiently.

To save time, know the answers to these questions:v What software versions were you running when the problem occurred?v Do you have logs, traces, and messages that are related to the problem

symptoms? IBM Software Support is likely to ask for this information.v Can the problem be recreated? If so, what steps led to the failure?v Have any changes been made to the system? For example, hardware, operating

system, networking software, and so on.v Are you currently using a workaround for this problem? If so, be prepared to

explain it when you report the problem.

Submit the problem to IBM Software SupportYou can submit the problem to IBM Software Support online or by telephone.

OnlineGo to the IBM Software Support Web site at http://www.ibm.com/software/support/probsub.html. Enter your information into theappropriate problem submission tool.

By TelephoneFor the telephone number to call in your country, go to the contacts pageof the IBM Software Support Handbook at http://www14.software.ibm.com/webapp/set2/sas/f/handbook/contacts.html.

If the problem that you submit is for a software defect or for missing or inaccuratedocumentation, IBM Software Support creates an Authorized Program AnalysisReport (APAR). The APAR describes the problem in detail. If a workaround ispossible, IBM Software Support provides one for you to implement until the APARis resolved and a fix is delivered.

Preface xiii

http://www.ibm.com/software/support/probsub.html

http://www.ibm.com/software/support/probsub.html



xiv IBM Service Delivery Manager V7.2.2 User's Guide

Chapter 1. Overview

This chapter provides an overview of IBM Service Delivery Manager, its softwarestack and its network architecture.

The chapter contains the following sections:v “IBM Service Delivery Manager overview”v “IBM Service Delivery Manager software” on page 2v “High availability” on page 13v “Software stack” on page 14v “Virtual image relationships” on page 17v “Service Connection Engine” on page 19v “Ports and protocols” on page 21v “Integrating with an existing external IBM Tivoli Monitoring server and Tivoli

Usage and Accounting Manager server” on page 24v “Supported languages” on page 25

IBM Service Delivery Manager overviewIBM Service Delivery Manager is a prepackaged and self-contained softwareappliance that is implemented in a virtual data center environment.

It enables the data center to accelerate the creation of service platforms for a widespectrum of workload types with a high degree of integration, flexibility, andresource optimization.

Use IBM Service Delivery Manager if you want to get started with a private cloudcomputing model. The product allows you to rapidly implement a completesoftware solution for service management automation in a virtual data centerenvironment, which in turn can help your organization move towards a moredynamic infrastructure.

IBM Service Delivery Manager is a single solution that provides all the necessarysoftware components to implement cloud computing. Cloud computing is aservices acquisition and delivery model for IT resources, which can help improvebusiness performance and control the costs of delivering IT resources to anorganization. As a cloud computing quick start, IBM Service Delivery Managerallows organizations to benefit from this delivery model in a defined portion oftheir data center or for a specific internal project. Potential benefits include:v Reduction in operational and capital expendituresv Enhanced productivity - the ability to innovate more with fewer resourcesv Decreased time-to-market for business features that increase competitivenessv Standardized and consolidated IT services that drive improved resource

utilizationv Increased resiliency to market demandsv Improved quality of service for IT consumers

IBM Service Delivery Manager provides preinstalled capabilities essential to acloud model, including:

© Copyright IBM Corp. 2010, 2011 1

v A self-service portal interface for reservation of computer, storage, andnetworking resources, including virtualized resources

v Automated provisioning and de-provisioning of resourcesv Prepackaged automation templates and workflows for most common resource

types, such as VMware virtual images and LPARsv Service management for cloud computingv Real-time monitoring for elasticityv Backup and recovery

IBM Service Delivery Manager softwareThis overview describes the software products that are part of IBM ServiceDelivery Manager.

For functionalities such as service automation, monitoring, and usage andaccounting, IBM Service Delivery Manager uses the capabilities of the followingsoftware:v IBM Tivoli Service Automation Managerv IBM Tivoli Monitoringv IBM Tivoli Usage and Accounting Manager

Tivoli Service Automation ManagerTivoli Service Automation Manager assists in the automated provisioning,management, and deprovisioning of IT landscapes, comprised of hardware servers,networks, operating systems, middleware, and application-level software.

Tivoli Service Automation Manager helps you to define and automate services thatare lifecycle-oriented. Examples of such services are those that establish andadminister an IT server network for a limited period of time to satisfy increaseddemand for processing capacity or to serve as a test environment.

The specific service offered is based on a predefined service definition thatdetermines the overall framework for the service. The customization of thistemplate, referred to as a customized service definition is then made available asan offering for selection when an instance of that service (that is, an actuallandscape) is required. The service definition can optionally undergo a review andapproval cycle before being entered into the service catalog.

The Self-Service Virtual Server Management environment is a collection of serviceofferings intended for users of cloud-computing-related projects. These offeringsare implemented using the standard Tivoli Service Automation Manager serviceframework.

Tivoli Service Automation Manager uses IBM Service Management and the Tivoliprocess automation engine as an integration platform. IBM Service Management isan approach designed to automate and simplify the management of businessservices. It concentrates on four areas of study:v Technology integration and standards.v Improved collaboration among IT people spread across organizational silos.v Best-practices based process modules to enable automated process execution.v Sharing of business-critical IT information to improve decision making.

2 IBM Service Delivery Manager V7.2.2 User's Guide

Service provider supportThe new service provider feature introduced with Tivoli Service AutomationManager 7.2.2 allows for creating clouds that can be used by multiple customers.Two types of resources are available within a cloud: single customer objects thatare assigned to customers individually, and multi-customer objects that can beshared among customers. The underlying idea of the solution is data segregation,which is used to associate resources with one or more customers. Resources can beused more efficiently and customers are able to support multiple internalorganizations.

A customer level is introduced in the self-service user interface. Each customer isassociated with a specific group of teams and users. Users are always assigned toone customer only. They can be assigned to multiple teams, but all of these teamsmust belong to the same customer. Users can view only the information andresources that are related to their associated customer.

Customers and their resources are managed in the administrative user interface,with the Cloud Customer Administration application. The application is organizedinto tabs. The tabs support the following actions:v Viewing the list of customers, their teams and users, requests, resources,

reservations, quotas, and limitsv Creating customer templates and modifying existing customersv Assigning and returning customer resourcesv Setting quotas and limits on customer resources

In Tivoli Service Automation Manager 7.2.2, there is a clear distinction betweenobjects that are assigned to only one customer and resources that can be shared bymany or even all customers within a cloud. The Tivoli Process Automation engineservice provider functionality segregates the data for this purpose. Multi-customerresources are associated manually. Association tasks related to those resources areperformed in the Cloud Customer Administration application. Single customerresources are assigned automatically to the customer for which the requesting useris working. For example, if a person who is assigned to a specific customersubmits a request for a new team, the fulfillment flow associates the team with thecustomer automatically.

Resources that can be shared by customers are:v Cloud server poolsv Cloud network templatesv Cloud storage poolsv Master imagesv Software products

Resources that can be assigned only to individual customers are:v Teamsv Usersv Service deployment instances, also called projectsv Saved server images

The multi-customer support in Tivoli Service Automation Manager 7.2.2 introducesnew tasks related to the data segregation system. This system must ensure thatusers see only the data assigned to them.

Chapter 1. Overview 3

Three new roles are introduced in the self-service user interface: cloud customeradministrator, approver, and security administrator. Some significant changes werealso made to the authorities of the existing user roles. The main reason for theoverall reorganization is the introduction of the cloud customer level.

Cloud customer administrator role is strictly connected with the cloud customerlevel. Users in this role have authorities similar to the authorities of a cloudadministrator, but they are dedicated to individual customers. They have noauthority to create or remove users and register or unregister software images.

Another role that is strictly connected with the cloud customer level is theapprover role. Approvers can check the status of projects, and see the servicerequests associated with their customers. They are also authorized to approvethose service requests. Cloud administrators and cloud customer administratorscan also approve requests.

Security administrator can create, manage and delete users.

User roles are called security groups in version 7.2.2, and a user can be a member ofmultiple security groups.

In Tivoli Service Automation Manager 7.2.2, you can add new customized securitygroups. For example, you can define a separate security group that is authorized touse VMware specific offerings. You can also reuse the existing roles and groupmanagement from LDAP. These procedures are described in details in the TivoliService Automation Manager Extended Solution Guide.

Related information

For more information about creating and removing customers in the self-serviceuser interface, see Managing customers in the Tivoli Service Automation ManagerUser's Guide.

For more information about the features of the Cloud Customer Administrationapplication, see Cloud Customer Administration application within the Tivoli ServiceAutomation Manager information center.

Tivoli Service Automation Manager user interfacesTivoli Service Automation Manager enables the management of the virtualenvironment in IBM Service Delivery Manager. It offers two options for userinteraction: self-service user interface, and administrative user interface.

The Self-service user interface introduced with Tivoli Service Automation Managerversion 7.2, is tailored to the users of self-service offerings. Its design is based onthe Web 2.0 standard, which allows context-sensitive, real-time display updatingbased on the users current entry or selection. The result is faster access to thenecessary information without having to go through a sequence of clicks, dialogs,and panels. The tasks that can be performed using this interface are described inthe Chapter 2, “Using the Self-Service Virtual Server Management offerings,” onpage 27.

The administrative user interface is intended primarily for service and systemadministrators. The administrative tasks that can be performed using Tivoli ServiceAutomation Manager are described in the Tivoli Service Automation ManagerInstallation and Administration Guide and in the Chapter 3, “Administering,” on page63 which includes IBM Service Delivery Manager-specific tasks only.


Self-Service Virtual Server ManagementTivoli Service Automation Manager provides support for user-initiatedprovisioning and management of virtual servers. The self-service environment issupported by the self-service user interface. The Self-Service Virtual ServerManagement functional addresses a long-standing need for efficient managementof self-service deployment of virtual servers and associated software. Using a set ofsimple, point-and-click tools, the user can select a software stack and have thesoftware automatically installed or uninstalled in a virtual host that isautomatically provisioned.

This function ensures the integrity of fulfillment operations that involve a widerange of resource actions:v Creating virtual servers as part of a new deployment project or adding virtual

servers to an existing project, with optional scheduling for implementation atsome future time

v For each virtual server created, installing a software image that includes anoperating system and other applications that are associated with the image.

v Installing additional software on the provisioned virtual machinesv Deleting a virtual server when it is no longer needed, freeing up resources for

other serversv Saving virtual server images and restoring the servers to their previous statev Saving and restoring images of servers within the project.v Deleting individual servers.v Canceling a project and deleting all of the associated virtual servers.v Starting, stopping, and restarting virtual servers.v Resetting the administrator password on a virtual server.v Adding, removing, and modifying users and user teams.

You use these capabilities to achieve incremental value by adopting a self-servicevirtual server provisioning process, growing and adapting the process at your ownpace, and adding task automation to further reduce labor costs around definedprovisioning needs.

Before users in the data center can create and provision virtual servers,administrators perform a set of setup tasks, including configuring the integration,setting up the virtualization environments managed by the various hypervisors,and running a Tivoli Provisioning Manager discovery to find servers and imagesacross the data center.

After this initial setup has been completed, the administrator associates the virtualserver offerings with Tivoli Provisioning Manager virtual server templates. TheImage Library is used as the source for software images to be used in provisioningthe virtual servers.


Image managementSoftware and server images can be maintained in the Tivoli Provisioning ManagerImage Library for selection at provisioning time. New Server image templates canbe created and imported to the library. Once the images are in the library, theymust be registered so that they can be used to provision new virtual servers. Asnapshot-like image of an entire provisioned server can also be saved and restoredin the current project, so that the server can be initialized at the state representedby the image.

IBM Tivoli MonitoringIBM Service Delivery Manager includes the stand-alone software that monitors andmanages system and network applications, tracks the availability and performanceof your enterprise system, and provides reports for tracking trends and solvingproblems.

IBM Tivoli Monitoring provides a way to monitor the availability and performanceof all the systems in your enterprise. It also provides useful historical data that youcan use to track trends and to troubleshoot system problems. You can use IBMTivoli Monitoring to perform the following tasks:v Monitor for alerts on the systems that you are managing by using predefined

situations or custom situations.v Establish your own performance thresholds.v Trace the causes leading to an alert.v Gather comprehensive data about system conditions.v Use policies to perform actions, schedule work, and automate manual tasks.

The Tivoli Enterprise Portal is the interface for IBM Tivoli Monitoring products. Byproviding a consolidated view of your environment, Tivoli Enterprise Portal allowsyou to monitor and resolve performance issues throughout the enterprise. Formore details, see Accessing the IBM Tivoli Monitoring interface within the IBM ServiceDelivery Manager Installation and Configuration Guide.

For more information about this product and its features, see the IBM TivoliMonitoring information center at http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=/com.ibm.itm.doc_6.2.2fp2/welcome.htm.

Monitoring in Tivoli Service Automation ManagerYou can optionally install performance monitoring agents on the virtual serversprovisioned by Tivoli Service Automation Manager. IBM Tivoli Monitoring isintended to detect situations that can be the cause of degraded performance. TivoliService Automation Manager reacts to notifications of such situations, and presentsthe user with options to analyze and resolve the problems based on proceduresthat have been accepted as recommended practices.

Each Tivoli Service Automation Manager service definition can have an associatedmonitoring definition to provide the framework for implementing the monitoringagents and controlling what types of events it reacts to.

If the service definition provided with Tivoli Service Automation Manager requiresmodification to match your requirements for performance monitoring, you canchange it using the set of Monitoring Definition applications.




Collecting and analyzing monitoring informationMonitoring information is collected by the monitoring agents installed on the IBMService Delivery Manager deployed images, in the infrastructure (VMware or IBMSystem Director VMControl), and on deployed virtual machines. IBM TivoliMonitoring is installed with a set of predefined workspaces, that allow you tocheck the performance and availability of the monitored resources.

By using the IBM Tivoli Monitoring user interface, you can run reports againstmonitoring information collected at run time.

In addition to runtime information, you can display and analyze historicalmonitoring information. You install a data warehouse and configure it to collectand aggregate data from the Tivoli Enterprise Monitoring Server. Then, you canuse a set of preinstalled historical reports and collect both short-term andlong-term data through Tivoli Common Reporting. You can use these reports todisplay operating-system-agents-related data, such as system CPU usage or diskspace used, and hypervisor-related data, such as performance trends and resourceforecasts. For more information about hypervisor monitoring, seehttp://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=%2Fcom.ibm.tivoli.itmvs.doc_6.2.3%2FVSwelcome.htm

Moreover, by using the Tivoli Performance Analyzer, you can also monitorresource consumption trends. This allows you to anticipate future performanceissues and to avoid or resolve problems more quickly. For example, you can useTivoli Performance Analyzer, which is fully automated, to predict applicationbottlenecks and create alerts for potential service threats. For more informationabout Tivoli Performance Analyzer, see http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=%2Fcom.ibm.kpa.doc%2Fic-homepage.html

Tivoli Usage and Accounting ManagerTivoli Usage and Accounting Manager is a stand-alone software that is includedwithin IBM Service Delivery Manager to help you improve your IT costmanagement.

Tivoli Usage and Accounting Manager is software designed for users who want tobetter understand the costs of their infrastructure. You use it when you want totrack, allocate, and invoice based on criteria such as actual resource use bydepartment or user, for example.

Tivoli Service Automation Manager can use the Tivoli Usage and AccountingManager metering function. Tivoli Service Automation Manager creates andmanages service instances. It also tracks their creation, modification, and deletion,and the capacity assigned to them. The collected information can be periodicallyextracted and transformed into Common Server Resource (CSR) files that are thenretrieved by Tivoli Usage and Accounting Manager for generating reports.

Tivoli Usage and Accounting Manager helps to measure service usage data. InTivoli Service Automation Manager context, it is the amount of resources(processors and memory) that is allocated or assigned to servers provisioned bythe Self-Service Virtual Server Provisioning component over time. Servers belong todeployment projects and projects belong to services. For each project, users aredefined. Users can own projects coming from different services, request newprojects, or request changes to the existing projects. To collect accountinginformation, you must have the organizational information defined for each user.At least the department identification must be assigned to each user identification.


||||||

||

||||||||||

|||||||



http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=%2Fcom.ibm.kpa.doc%2Fic-homepage.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=%2Fcom.ibm.kpa.doc%2Fic-homepage.html

For each project, you can distinguish between the requester of the project and theorganization being charged with the project. You define organizational informationfor a project by adding an optional project account code for the team that is usingthe project. Reports can then be generated based on the team and its users. It isalso important that no two deployment instances are created with the same nameto avoid inaccurate usage and accounting data.

See IBM Service Delivery Manager User’s Guide to learn how to run the reports.

Reporting functionThe IBM Service Delivery Manager reports cover different aspects of the solution.The product software components provide reports on monitoring of theprovisioned resources, energy consumption, usage and accounting information,deployment instances summary and details, and service definitions summary anddetails. Depending on the type, reports can be generated by using the TivoliService Automation Manager administrative interface, the Tivoli MonitoringEnterprise Portal, or the Tivoli Common Reporting.

Monitoring reportsStarting with IBM Service Delivery Manager version 7.2.2, you can display twotypes of monitoring reports: real-time reports, and historical reports. Real-timereports are generated and displayed within the Tivoli Enterprise Portal userinterface. The historical reports are available within the Tivoli Common Reportinguser interface and are used to check the performance and availability of themonitored resources.

Table 2 on page 9 lists the reports that available in the Tivoli Common Reporting:


Table 2. Tivoli Monitoring historical reports

Logical set Report name

System x

IBM Tivoli Monitoring forVirtual Server

VMware VI Cluster Forecast Alerts

VMware VI Cluster Performance Trends

VMware VI Cluster Weekly Comparison

VMware VI Cluster Workload Trend and Forecast

VMware VI Data store Capacity and PerformanceTrend

VMware VI Host Server CPU Ready and Utilization

VMware VI Host Server Forecast Alerts

VMware VI Host Server Heat Chart

VMware VI Host Server Memory Allocation Details

VMware VI Host Server Performance Trends

VMware VI Host Server Workload Trend andForecast

VMware VI Host Server Weekly Comparison

VMware VI VM CPU Ready and Utilization

VMware VI VM Details Daily

VMware VI VM Details Hourly

VMware VI Number of Workloads for Clusters

VMware VI Number of Workloads for Clusters orHost Servers

VMware VI Resources Needed for AdditionalWorkloads on Cluster

VMware VI Resources Needed for AdditionalWorkloads on Host Servers

VMware VI Balanced and Unbalanced Clusters

VMware VI Balanced and Unbalanced Host Servers

VMware VI Bottom N VMs By Host

VMware VI Bottom N VMs by Resource Pool

VMware VI Host Server Memory Allocation

VMware VI Top N VMs By Host Server

VMware VI Top N VMs By Resource Pool

VMware VI Top or Bottom Workload ConsumersClusters

VMware VI Top or Bottom Workload ConsumersHost Servers

IBM Tivoli Monitoring OS Agent Enterprise Resource List

Top Resources Utilization

Utilization Details for Multiple Resources

Utilization Details for Single Resource

Utilization Heat Chart for Single Resource


Table 2. Tivoli Monitoring historical reports (continued)

Logical set Report name

Performance Analyzer CPU Utilization per Operating System

Disk Utilization per Operating System

Inbound Network Traffic per Operating System

Memory Utilization per Operating System

Outbound Network Traffic per Operating System

System Health

VMware CPU Utilization Forecast

VMware Disk Utilization Forecast

VMware Memory Utilization Forecast

VMware Network Utilization Forecast

VMware Predicted Critical and Warning States

Tivoli Service Automation Manager report types and contentThe following types of reports are available with Tivoli Service AutomationManager. The types of information shown in each report differ depending on theservice.

Table 3. Summary of reports and content

Tivoli ServiceAutomation ManagerApplication Report Type Report Name Selection Parameters Content

Service Definitions All ServiceDefinitions

AllSD<service>.rptdesign

List of all service definitionsand their instances.

Service Definitions Service DefinitionSummary

SDSummary<service>.rptdesign

StatusOwnerFrom DateTo Date

Basic service definitioninformation and list ofservice definitions anddeployments.

Service Definitions Service DefinitionDetails

SDDetail<service>.rptdesign

Service Name Service-dependent contentwith identifying information,status, topology, andmonitoring and resourceassignments, servicedefinition history

Service DeploymentInstances

Service DeploymentSummary

SISummary<service>.rptdesign

StatusOwnerService Definition NameFrom DateTo Date

Service-dependent graphicsand lists showing CPU andmemory levels, servers byowner, servers by platformarchitecture, monitoringagents by type, instances


Service DeploymentDetails

SIDetail<service>.rptdesign

Service Name Service-dependent contentincluding graphics showingCPU, memory, servers byarchitecture, monitoringagents, service history


Co-Located Nodes coLocation<service>.rptdesign

Host name Information concerningcomponents of the serviceinstance that reside on thesame physical server.


Service DeploymentHistory Summary

SISummaryHistory<service>.rptdesign

From DateTo Date

Service-dependent graphicsshowing CPU, memory,servers (over time and for alldeployments)


To see the complete list of reports available in your environment:1. Log in to the administrative interface.2. Click Go To > Administration > Reporting > Report Administration.3. In the Application field, type PMZHB and press Enter. The list of all available

reports is displayed.

.

Usage and accounting reportsTivoli Usage and Accounting Manager reports display information such asaccounting, invoices, resource details, and resource usage trend.

This is the list of the available Tivoli Usage and Accounting Manager reports:

Table 4. Tivoli Usage and Accounting Manager reports

Report logical set Report name

Account Reports Account Summary YTDMonthly Crosstab - Usage

Invoices Invoice By Account LevelInvoice Detail by RateGroup and DateInvoice Detail Line Item Resource Units by IdentifiersRun Total Invoice

Other Client ReportConfiguration ReportRate Report

Resource Detail Detail By IdentifierDetail by Multiple Identifiers

Template Template Account Code DateTemplate Account Code YearTemplate Report

Trend Resource Usage Trend

Functional integration pointsThe software products included in IBM Service Delivery Manager are functionallyintegrated.

Using an URL redirection system, the user interfaces of Tivoli Service AutomationManager, Tivoli Usage and Accounting Manager, and IBM Tivoli Monitoring can beaccessed by pointing to the same hostname or IP address.

Virtual images created by Tivoli Service Automation Manager can be given an IBMTivoli Monitoring agent at provisioning time. The agent is automatically configuredto report data to the monitoring server.

Information about resources associated to provisioned virtual images is collectedby Tivoli Service Automation Manager and sent to Tivoli Usage and AccountingManager for invoice processing.

For information about the protocols and ports used to perform the integration, see“Virtual image relationships” on page 17.


|

Image-based installationTo simplify the deployment and configuration of IBM Service Delivery Manager,the software stack has been preinstalled on virtual images.

The technology embedded in the virtual images allows you to customize theimages to suit your environment configuration by specifying the followingparameters for each virtual image:v The network configuration (IP address, netmask, gateway, primary DNS server,

secondary DNS server, domain name)v The hostnamev The passwords for root and virtuser (virtuser is the non-administrative user ID

that owns almost all of the IBM software installed on the virtual image)

At virtual image startup, the configuration parameters are processed, and theoperating system together with the software stack installed on the image areconfigured according to these parameters. All the functional relationships betweenthe software products that are part of IBM Service Delivery Manager areautomatically configured according to your specification even if the softwareproducts are located on different virtual images.

After starting the images, therefore, you already have a full software stack runningand configured to fit into your network environment, Root, and virtuser areassigned the passwords that you specified. The other mandatory administrativeand service users are set up for you with default credentials.

To install and configure IBM Service Delivery Manager, perform the followingsteps:1. Generate a configuration for the solution. To do this, assign a specific value to

the variability points:v hostnamev IP addressv netmaskv gatewayv primary DNS serverv secondary DNS serverv domain namev password for rootv password for virtuser

To perform the configuration, you can use wizards or manually edit theconfiguration files. You can prepare the configuration before creating theenvironment on which the IBM Service Delivery Manager will be deployed.

2. Import the virtual images into the hypervisor.3. Attach the configuration to the virtual images. The configuration is read the

first time the virtual image is started and it is created outside the virtual imageitself. The configuration can only be processed if it is stored on a device thatthe virtual image can access at boot time. This is achieved on:

v System x By storing the configuration in an ISO file and letting the virtualimage read it as if it were burnt on a CD or DVD.

v System p By using the capabilities of IBM Systems Director VMControl.


4. Start the virtual images. Connect to the hypervisor, select the image, and thenstart it.

High availabilityOn System x only, in addition to the high availability options provided by thehypervisor, IBM Service Delivery Manager optionally provides the capability tomake the services running on the virtual images highly available.

This is achieved by using Tivoli System Automation for Multiplatforms.

If you select this solution for high availability, it provides significant improvementswith respect to using the high availability provided by the hypervisor:v Software component failures:

– Tivoli System Automation for Multiplatforms can detect and recover fromfailures of software components by restarting or failing over the softwarecomponents

– The hypervisor does not detect failures of software components and cannotrecover from software

v Hardware component failures:– Tivoli System Automation for Multiplatforms can detect blade failures,

network failures, disk failures, and recover from these failures– The hypervisor detects only the outage of a complete server, other hardware

error situations such as network failures or disk failures are not detected andrecovered

v Tivoli System Automation for Multiplatforms provides application start and stopautomation:– Restarting the operating system does not necessarily guarantee that the

service starts

It is possible to use high availability in single node or dual node mode:

Single nodeThe high availability is limited to try to restart a service on the same nodeif it fails.

Dual nodeThis is the full high availability solution: failed services get restarted on thebackup node.

The dual node high availability configuration relies on a shared raw disk for eachpair of virtual images. Each image and its backup image must be running on adifferent host to have always one image among the two running even when one ofthe two hosts is unavailable. The shared disk contains all critical data, such as thedatabase instances, and the configuration files used by the software running on thevirtual images. Tivoli System Automation for Multiplatforms mounts the shareddisk on virtual image where services are currently running. The other virtualimage is also running but in a stale state. If a failure occurs, Tivoli SystemAutomation for Multiplatforms unmounts the shared disk from the virtual image,mounts it on the backup virtual image, and ensures that all services are up andrunning on the backup virtual image.

The users of the services transparently access them using a service IP address.Tivoli System Automation for Multiplatforms automatically generates this serviceIP address. If a failover occurs, Tivoli System Automation for Multiplatforms starts


the correct service on the backup virtual image. Because the service is referencedusing the service IP address, the user continues to use it without needing to knowwho the provider is.

Figure 1 shows the high availability dual node architecture. A second host in theenvironment is dedicated for high availability purposes and two raw disks areused for data sharing, one for TIVSAM_image and its backup and one forNFS_image and its backup.

Note: Because the dual node high availability based on Tivoli Service AutomationManager relies on a physical shared disk, you cannot take snapshots of the virtualimages, which form part of the high availability solution.

Software stackIBM Service Delivery Manager consists of four virtual images, each of them has aspecific function within the product. This topic describes these virtual images andtheir software stacks.

Each virtual image is dedicated to a specific functionality:v Service automationv Monitoringv Usage and accountingv File repository, URL redirection, mail server

Figure 2 on page 15 shows an overview of the software stack for each virtualimage.

ITM_image

IP1

NFS_imageTivSAM_imageTUAM_image TivSAM_HA_image NFS_HA_image

service IP3’ service IP4’ service IP3’ service IP4’

IP2 IP3 IP4

Masterdisk

SharedRAW diskfor TivSAM

Master blade

IP6IP5

Backup blade

Backup connectionsused if failover occurs

Tivoli System Automation for Multiplatforms cluster 1

Masterdisk

Tivoli System Automation for Multiplatforms cluster 2

Backupdisk

Backupdisk

SharedRAW diskfor NFS

Figure 1. Dual node high availability configuration


|

|||

|||||

The following descriptions provide you with more information about the virtualimages and their software stack.

Monitoring image (ITM_image)This virtual image provides monitoring. The software installed on itmonitors the cloud management infrastructure and the provisioned virtualimages, and consists of:v Tivoli Enterprise Monitoring Server V6.2.2 Fix Pack 4v Tivoli Enterprise Portal Server V6.2.2 Fix Pack 4v IBM DB2 Enterprise Server Edition V9.7 Fix Pack 3v Tivoli Data Warehouse database V6.2.2 Fix Pack 4v Tivoli Common Reporting V1.3v IBM HTTP Server V7.0

v System x IBM Tivoli Monitoring for Virtual Servers V6.2.3

Service automation image (TIVSAM_image)This virtual image is the core of the solution. It runs the software to create,delete, modify, and manage the virtual images in the cloud. Its softwarestack consists of:v Tivoli Service Automation Manager V7.2.2 with Interim Fix HF0001v Tivoli Service Automation Manager - Extension for Usage and

Accounting v1.0v Tivoli Service Request Manager® V7.2.0 Advanced Workflow Designerv Tivoli Service Request Manager V7.2.0 Service Provider Supportv Tivoli Provisioning Manager version V7.2.0 Fix Pack 2v Tivoli Provisioning Manager for Images version V7.1.1 Fix Pack 2v IBM DB2 Enterprise Server Edition V9.7 Fix Pack 3v WebSphere Network Deployment V6.1.0.29

ITM 6.2.2.1 TEMS/TEPS

Monitoring

AIX 6.1 TL5 SP2

Service Automation

DB2 9.5

ITDS 6.2

TPM 7.2

AIX 6.1 TL5 SP2

File repository, mail server,

URL redirector

ITUAM 7.1.2

AIX 6.1 TL5 SP2

Usage and Accounting

DB2 9.5

DB2

Linux SUSE or AIX

DB2

ITDS

TPM

HTTPServers

DB2

Usage and AccountingFile repository, mail server,

URL redirector

MonitoringService Automation

WAS ND

Linux SUSE or AIX

Linux SUSE or AIX

Linux SUSE or AIX

HTTP Server

ITM TEMS/TEPSTCR

TUAMTCR

H

T

T

P

TSRM VS PATPM for Images

TSAM

PostfixService

NFSServer

SAMBA

Figure 2. Overview of the software stack for each virtual image


|

|||

|

|

|

|

|

|

|

|

||

|

|

|

|

|

|

v Tivoli Directory Server V6.2.0.0v IBM HTTP Server V6.1.0.23

v System x IBM Tivoli System Automation for Multiplatforms V3.1.0.6

Usage and Accounting Manager image (TUAM_image)This virtual image provides the usage and accounting functionality. Thesoftware installed on it processes the information about provisioned andde-provisioned virtual images and prepares the data for invoice reporting.The software installed on this virtual image consists of:v Tivoli Usage and Accounting Manager V7.3 Fix Pack 1v IBM DB2 Enterprise Server Edition V9.7 Fix Pack 3v Tivoli Common Reporting V2.1

File repository, mail server, and URL redirection image (NFS_image)This virtual image has the following capabilities:

File repositoryThis virtual image stores in one of its file systems the binaries usedby Tivoli Service Automation Manager to deploy the IBM TivoliMonitoring agents when provisioning a virtual image.

Mail serverThe virtual image is used to support Tivoli Service AutomationManager notification system.

URL redirectionThe virtual image is the single access point to Tivoli Usage andAccounting Manager, Tivoli Service Automation Manager, TivoliProvisioning Manager, Tivoli Common Reporting and IBM TivoliMonitoring user interfaces. This means that you can use its IPaddress and hostname in a web browser to access the Tivoli Usageand Accounting Manager, Tivoli Service Automation Manager,Tivoli Provisioning Manager, Tivoli Common Reporting and IBMTivoli Monitoring user interfaces without needing to remember thespecific virtual machines addresses and host names.

The following software is installed on the NFS_image:v IBM HTTP Server 7.0 with WebSphere V7.0 Plug-in

v System x Tivoli System Automation for Multiplatforms V3.1.0.6

A network file system server and, on System x only, a SAMBA serve, alsorun on this virtual image to provide the file repository functionality.

System x Optionally, if you want to use high availability features, you must addtwo more virtual images:

NFS-HA_imageOptionally install this virtual machine if you want to use high availabilityfor NFS_image and it services. Its software stack is identical to the oneinside NFS_image. Tivoli System Automation for Multiplatforms managesthe high availability.

TIVSAM-HA_imageOptionally install this virtual machine if you want to use high availabilityfor TIVSAM_image and it services. Its software stack is identical to the oneinside TIVSAM_image. Tivoli System Automation for Multiplatformsmanages the high availability.


|

|

||

||

All virtual images run:

v System x SUSE Linux Enterprise Server 10 SP3 64 bits.

v System p AIX operating system Version 6.1 Technology Level 6 Service Pack 5(TL6 SP5)

Note: TIVSAM_image, ITM_image, TUAM_image, NFS_image, NFS-HA_image,and TIVSAM-HA_image are example names used in all the installation andconfiguration topics; you are not required to use the same names.

For up-to-date information about IBM Service Delivery Manager virtual imagesand their software stacks, see the Release Notes® for IBM Service Delivery Managerand for the associated products.

Virtual image relationshipsThis topic provides detailed information about the relationships between thevirtual images.

Figure 3 shows how the virtual images are related. TIVSAM-HA_image andNFS-HA_image apply only to System x.

TIVSAM_image

TUAM_image ITM_image

1

8

75

4

3

2

TIVSAM-HA_image

9

10

NFS-HA_image

NFS_image

8

611

Figure 3. Relationships between the virtual images


|||

||

Note: System x To isolate a service from the actual virtual image that is providingit, Tivoli System Automation for Multiplatforms creates a service IP address. Thisconcept is represented in Figure 3 on page 17 using two boxes, one containsNFS_image and NFS-HA_image and the other contains TIVSAM_image andTIVSAM-HA_image. Some of the connections use the service IP address, othersrequire a specific IP address:v Connections 3 and 5 use the service IP address for NFS_image and

NFS-HA_image.v Connections 6, 7, and 8 require the specific IP address of either NFS_image or

NFS-HA_image.v Connections 1 and 3 use the service IP address for TIVSAM_image and

TIVSAM-HA_image.v Connections 2, 9, and 10 require the specific IP address of either TIVSAM_image

or TIVSAM-HA_image.

For more information about high availability, refer to “High availability” on page13.

The following connections are shown in Figure 3 on page 17:1. Tivoli Service Automation Manager and IBM Tivoli Usage and Accounting

Manager have a two-way relationship. TUAM_image imports data fromTIVSAM_image that is needed for usage and accounting management.TIVSAM_image periodically sends data to TUAM_image to synchronize usersand customers.

2. The IBM Tivoli Monitoring agent on the TIVSAM_image sends data to theIBM Tivoli Monitoring server.

3. System x TIVSAM_image and the NFS_image /NFS-HA_image have atwo-way relationship:v Tivoli Service Automation Manager collects binaries from the file repository

present on NFS_image/NFS-HA_image at provisioning timev NFS_image/NFS-HA_image redirects the Tivoli Service Automation

Manager user interface and the Tivoli Provisioning Manager user interface4. The IBM Tivoli Monitoring agent running on the TUAM_image sends data to

the IBM Tivoli Monitoring server.5. NFS_image (and NFS-HA_image on System x) redirect the IBM Tivoli Usage

and Accounting Manager and Tivoli Common Reporting user interfaces.6. The IBM Tivoli Monitoring agent on NFS_image sends data to the IBM Tivoli

Monitoring server.

7. System x The IBM Tivoli Monitoring agent on NFS-HA_image sends data tothe IBM Tivoli Monitoring server.

8. System x In a high availability configuration, Tivoli System Automation forMultiplatforms must constantly exchange data between NFS_image andNFS-HA_image to be ready to manage failover situations.

9. System x The IBM Tivoli Monitoring agent on TIVSAM-HA_image sends datato the IBM Tivoli Monitoring server.

10. System x In a high availability configuration, Tivoli System Automation forMultiplatforms must constantly exchange data between TIVSAM_image andTIVSAM-HA_image to be ready to manage failover situations.

11. NFS_image (and NFS-HA_image on System x) redirect the IBM TivoliMonitoring and Tivoli Common Reporting user interfaces.


|||||

|

||

For these connections to work, some configuration data must be shared among thesoftware running on the virtual images. For example, Tivoli Service AutomationManager must be provided with:v The IP address/hostname of the IBM Tivoli Monitoring serverv The service IP of NFS_image/NFS-HA_imagev The IP address/hostname of the IBM Tivoli Usage and Accounting Manager

server

IBM Tivoli Usage and Accounting Manager must be provided with:v The IP address/hostname of the IBM Tivoli Monitoring serverv The IP address/hostname of the Tivoli Service Automation Manager server

The IBM HTTP server running on NFS_image/NFS-HA_image must know the IPaddress/hostname of the IBM Tivoli Monitoring.

All these dependencies and connections are automatically created by the ServiceConnection Engine the first time the virtual images are started.

Service Connection EngineThe Service Connection Engine is the technology that automatically configures thefunctional connections between the virtual images in the management stack.

When a virtual image is powered on, the Service Connection Engine uses a plugand play-like mechanism and starts either publishing information, or listening forinformation, or both, depending on the configuration specified for the virtualimage.

For example, TUAM_image must know the host name of TIVSAM_image (seeFigure 3 on page 17) to import usage and accounting data. To achieve this result,the Service Connection Engine inside TUAM_image starts searching for a virtualimage that publishes the required information (in this example, it isTIVSAM_image host name).

When you start TIVSAM_image, the Service Connection Engine inside that virtualimage is configured to publish information about its host name. TUAM_imageobtains the data and stops searching for the information, and TIVSAM_imageunderstands that the information has been provided and stops publishing it.

The scope of the search for available information is limited to a specificenvironment. This is achieved by tagging all information published by a virtualimage with a string (called Environment). Virtual images search for information in aspecific environment. Virtual images configured for a different environment cannotaccess the published information.

System x Figure 4 on page 20 shows how the Service Connection Engine works onVMware. Each virtual image uses the vCenter registry to publish information to beused by the other virtual images and to look for information. The search iscompleted only in the Service Connection Engine environment to which the virtualimage belongs.


System p A different technology is used on System p. The Service ConnectionEngine relies on Service Location Protocol (SLP) service agents. An SLP serviceagent is running on each virtual image and publishes information to be used bythe other virtual images. The Service Location Protocol service agent searches forinformation published by other virtual images using multicast in the same ServiceConnection Engine environment.

vCenterVMa

VMb

VMx

VMy

Service Connection EngineEnvironment2

Service Connection EngineEnvironment1

Service Connection Engine Environment1

Data

vCenter repository

Service Connection Engine Environment2

Data

Figure 4. Service Connection Engine on VMware

VMa VMbService ConnectionEngine Environment1

Service ConnectionEngine Environment1

SLP Service AgentDatabase

SLP Service AgentDatabase

Figure 5. Service Connection Engine on System p


Ports and protocolsThis topic describes the protocols and the ports used to manage the networkconnections between the virtual images.

Each image is preconfigured to use one Network Interface Connection (NIC). TheIP address is defined during the installation procedure. You can add additionalNICs according to your needs.

The preferred configuration has all images running on the same subnetwork, butthis does not prevent you from using different subnetworks. The prerequisite isthat the images can exchange data on the following ports:v TIVSAM_image - ITM_image:

– protocol SOAP, port 9080– System p SLP 427

v TIVSAM_image - TUAM_image:– protocol RXA, port 22– protocol JDBC, port 50005– HTTPS, port 80– System p SLP 427

v TIVSAM_image - NFS_image:– protocol HTTP, ports 9443, 9043– protocol RXA, port 22– protocol TCP (for NFS), port 2049– System x protocol TCP (for SAMBA), port 139 and 445– System p SLP 427

v ITM_image - NFS_image:– protocol HTTP, port 8080– System p SLP 427

v TUAM_image - NFS_image:– protocol HTTP port 17310– protocol HTTPS ports 17311, 17316– System p SLP 427

v System x NFS_image - NFS-HA_image:– protocol RXA, port 22– protocol UDP, port 12347, 12348

v System x TIVSAM_image - TIVSAM-HA_image:– protocol RXA, port 22– protocol UDP, port 12347, 12348

URL redirection architectureThis topic describes the architecture behind the URL forwarding mechanism.

URL redirection functionality has been introduced in order to achieve two maingoals: security and usability.

From the security point of view, you might want to restrict network access to IBMService Delivery Manager virtual images. One way to achieve this goal is to haveall IBM Service Delivery Manager virtual images connected to a network isolatedfrom the external world. This choice conflicts with the need to allow both thecloud users and the IT administrators to access the software on the virtual images


||

|

||||

|

||||

|

|

||

|

|||

|

|||

|||

|

|

||

|||||

from their network infrastructure. A way to limit the access to the virtual imagesand to allow users to access in any way the software is to have only one virtualimage enabled to access the external world and keep the other virtual images inthe isolated network. A possible architecture is to provide NFS_image with twoNICs, one on a public network and one on an isolated network, and to provide theother virtual images with only one NIC in the isolated network. To use thesoftware included in IBM Service Delivery Manager the user must connect toNFS_image, and from there, open the respective user interfaces.

From the usability point of view, URL redirection allows you to access the webuser interfaces directly by connecting from a web browser. You use the NFS_imagehostname or IP address and do not have to remember the system on which theuser interfaces run and the ports to be used.

URL redirection architecture relies on four HTTP Server instances running onNFS_image. One HTTP Server is used to collect URL requests and forward them,using rewrite rules, to the appropriate HTTP Server. Each of the remaining threeHTTP Servers are used to forward the HTTP requests to the real URL of thespecific IBM Service Delivery Manager product user interface.

Figure 6 shows the URL redirection flow:

1. The frontend HTTP Server receives the requests from the external network.

TivSAM_image

TEPSTCRTCR

WAS AdminTPAe SimpleSRM

httpd_tsam.conf

plugin-cfg-tsam.xml

httpd.conf

Rewrite Rules

WAS Admin

httpd_tuam.conf httpd_itm.conf

plugin-cfg-tuam.xml plugin-cfg-itm.xml

HTTP Server

frontend

HTTP ServerHTTP ServerHTTP Server

Incoming URL requests

TUAM_image ITM_image

NFS_image

(1)

(3) (3) (3)

(2)

Figure 6. URL redirection processing flow


|

|||

||||||||

||||

|||||

||

|

2. It redirects each of them to the HTTP server instance dedicated to the specificIBM Service Delivery Manager product machine by using a set of rewrite rules.

3. Each of these HTTP server instances then forwards the HTTP request to thereal URL of the specific IBM Service Delivery Manager applications.

Using URL redirection you can easily and transparently access the following userinterfaces, when available, from NFS_image server, and from the same root pathhttps://NFS_image/:v Tivoli Provisioning Manager user interface running on TIVSAM_imagev WebSphere Application Server administrative user interface running on

TIVSAM_imagev Tivoli Service Automation Manager self-service user interface running on

TIVSAM_imagev Tivoli Usage and Accounting Manager and Tivoli Common Reporting user

interfaces running on TUAM_imagev WebSphere Application Server administrative user interface running on

TUAM_imagev Tivoli Enterprise Portal Server running on ITM_imagev Tivoli Common Reporting user interface running on ITM_image

Note: You can also access each virtual image user interface directly by using thereal URL without using the URL redirection.

Table shows the ports that are used for the URL redirection:

Table 5. Ports used for URL redirection

Image the portbelongs to Port Protocol Description

TUAM_image 17311 HTTPS Port for Tivoli Integrated Portal

17316 HTTPS Port for WebSphere Application Serveradministrative console

ITM_image 8080 HTTP Port for Tivoli Enterprise Portal Server

9999 HTTP Port for Tivoli Enterprise Portal Server help

16316 HTTPS Port for Tivoli Integrated Portal

TIVSAM_image 9443 HTTPS Port for Tivoli Service Automation Manageradministrative user interface and self-service userinterface

9043 HTTPS Port for WebSphere Application Serveradministrative user interface


||

||

|||

|

||

||

||

||

|

|

||

|

||

|||||

||||

||||

||||

|||

|||

||||||

||||

Table 5. Ports used for URL redirection (continued)

Image the portbelongs to Port Protocol Description

NFS_image 80 HTTP Port for frontend HTTP server and statusmonitoring

443 HTTPS Port for frontend HTTP Server

8080 HTTP Port for IBM Tivoli Monitoring Tivoli EnterprisePortal Server redirection and IBM TivoliMonitoring HTTP status monitoring

8081 HTTP Port for Tivoli Usage and Accounting ManagerHTTP status monitoring

8082 HTTP Port for Tivoli Service Automation Manager HTTPstatus monitoring

9999 HTTP Port for Tivoli Enterprise Portal Server helpredirection

16316 HTTPS Port for IBM Tivoli Monitoring Tivoli IntegratedPortal redirection

9443 HTTPS Port for Tivoli Service Automation Manageradministrative user interface and self-service userinterface redirection

9043 HTTPS Port for Tivoli Service Automation ManagerWebSphere Application Server administrativeconsole redirection

17311 HTTPS Port for Tivoli Usage and Accounting ManagerTivoli Integrated Portal redirection

17316 HTTPS Port for WebSphere Application Serveradministrative console redirection

Integrating with an existing external IBM Tivoli Monitoring server andTivoli Usage and Accounting Manager server

This topic describes how to integrate an already existing IBM Tivoli Monitoringserver and Tivoli Usage and Accounting Manager server in your IBM ServiceDelivery Manager environment.

You might already have in your environment an IBM Tivoli Monitoring instance ora Tivoli Usage and Accounting Manager instance. To simplify your infrastructureand consolidate data, you can use these instances instead of the ones running onITM_image and TUAM_image. You must perform some configuration steps tohave the remaining IBM Service Delivery Manager products integrate with theseexternal servers.

In previous versions of IBM Service Delivery Manager this integration wassupported but it had to be manually configured. Starting from version 7.2.2, theIBM Service Delivery Manager can run this configuration automatically by usingthe Service Connection Engine. You must only specify, in the Service ConnectionEngine command line, the integration points, for example, the hostname of thesystem where IBM Tivoli Monitoring Server runs and the port used, and then IBMService Delivery Manager virtual images are automatically configured according tothe specified parameters.


|

|||||

|||||

|||

|||||

||||

||||

||||

||||

|||||

|||||

||||

|||||

||

|

|||

||||||

||||||||

|

Supported languagesThis is the list of languages supported by IBM Service Delivery Manager:v Brazilian Portuguesev Englishv Frenchv Germanv Italianv Japanesev Koreanv Spanishv Simplified Chinesev Traditional Chinese


Chapter 2. Using the Self-Service Virtual Server Managementofferings

Tivoli Service Automation Manager provides robust functionality for selecting andprovisioning standard software packages on virtual servers of various type. Asimple, easy-to-use set of applications enable data center personnel to achieverapid time-to-value for virtual server provisioning from these platforms. Theconfiguration that is provided for these applications supports fully automatedprovisioning with a standardized set of deployment activities.

Submitting requests in the self-service user interfaceLog on to the self-service user interface, where you can access the offerings andrequest provisioning.

Before you beginv Use one of the supported browsers:

– Microsoft Internet Explorer 8– Mozilla Firefox 3.5 or 3.6

v Install Microsoft Silverlight when using Internet Explorer.v Enable native XMLHTTP support when using Internet Explorer. In the browser

toolbar, click Tools > Internet Options > Advanced and select the Enable nativeXMLHTTP support check box.

v Enable JavaScript, CSS, SSL, and cookies.v Set your browser resolution to a minimum of 1024x768.

Procedure1. In a supported browser, access the following URL:

https://<hostname>:9443/SimpleSRM

where hostname is the Internet name of the NFS_image.2. Log in with the credentials that you have been assigned.

Default administrative credentials:User Name: PMRDPCAUSRPassword: maxadmin

3. Select Request a new service > Virtual Server Management to get access to allofferings, or select Frequent requests. This option lists 4 most frequentofferings, based on the last 30 requests submitted by the user.

What to do next

You can access the requests from the hierarchical graphical menu. Depending onthe security group that you are assigned to, a different set of requests will beavailable in the menu:


Table 6. Access to requests depending on the security group

CloudAdministrator

CloudManager

TeamAdministrator Team User

CloudCustomer

Administrator ApproverSecurity

Administrator

Create project v - v - v - -

Create projectfrom savedimage

v - v - v - -

Add server v - v - v - -

Add serverfrom savedimage

v - v - v - -

Modifyreservation

v - v - v - -

Cancel project v - v - v - -

Modify serverresources

v - v - v - -

Reset serverpassword

v - v - v - -

Start, stop, orrestart server

v - v - v - -

Installsoftware

v - v - v - -

Remove server v - v - v - -

Create serverimage

v - v - v - -

Restore serverfrom image

v - v - v - -

Remove savedimages

v - v - v - -

Register image v - - - - - -

Unregisterimage

v - - - - -

Create user v - - - v - v

Modify user v - v - v - v

Remove user v - - - v - v

Create team v - - - v - -

Modify team v - v - v - -

Remove team v - - - v - -

Createcustomer

v - - - - - -

Removecustomer

v - - - - - -

Approve andreject requests

v v - - v v -

View requests v v v v v v -

View projects v v v v v v -

View servers v v v v v v -

Approvals and notificationsThe product is shipped with a set of built-in approval workflows and notificationsthat are invoked after self-service provisioning requests are created.

Approvals

By default, all self-service requests are automatically approved. Administrators canenable the approval process for server-related requests. Three groups of users arethen allowed to approve the requests:v Cloud administratorsv Cloud customer administratorsv Cloud approversv Cloud managers


If a request for a customer is sent for approval, all approvers associated with thecustomer are notified, and any of them can approve the request.

The following requests cannot be sent for approval:v Install Softwarev Manage Users requestsv Manage Teams requestsv Manage Image Library requests

Tip: To enable the approval process, see Enabling or disabling automatic approval ofrequests in the Tivoli Service Automation Manager Installation and Administration Guide.

Notifications

Email notifications are sent out whenever one of the project-related request issubmitted:v Create/Cancel Projectv Save/Restore Imagev Start/Stop/Modify/Add/Remove Server

The same notification is sent to three groups of users:v Requesterv Project owner (the user that requested project creation)v Team that owns the project (on CC list)

You can customize the built-in approval workflows and notifications to meet theneeds of your organization.

Email notificationsYou can stay informed about your requests without being logged on to TivoliService Automation Manger through automatic email notifications. The systemadministrator can configure what notifications you want to receive.

Email notifications can be sent when:v Service Request approval is rejected, required, or approved.v Project is created, canceled, pending removal due to an expired reservation or a

reservation time is modified.v Server is started, stopped, added, modified, removed, pending removal due to

an expired reservation or an operation has been performed.v Virtual server image is created, saved, restored, or deleted.v WebSphere CloudBurst® pattern is created, pending removal or canceled.

Project change notifications are sent to three groups of users:v Requesterv Project ownerv Project team (CC list)

By default, the requester and all customer team members receive a notificationregarding submitted requests. Cloud administrators must be registered as a teammembers to receive notifications.

Chapter 2. Using the Self-Service Virtual Server Management offerings 29

Note: Ensure that the team users have email addresses that can be relayed by yourmail server, else email cannot be sent.

ExampleDear John SmithYour Service Request 00048 "Project Request" has been approved and QUEUED forprocessing.Do not reply to this message as it was automatically generated.

Regards,Your Service Automation Team

Approving requestsWhen the approval process is enabled, a group of users with approval privilegescan approve or decline the requests that the users submit. They can also reassignthe requests for other users approval.


The following users are able to approve and decline requests:v Cloud administratorsv Cloud customer administratorsv Cloud approversv Cloud managers

If a request for a customer is sent for approval, all approvers associated with thecustomer are notified, and any of them can approve the request.

Procedure1. From the Home panel on the My Approvals pod, select Manage Approvals... A

list of requests that have been assigned for your approval is displayed.2. Select a request that you want to approve and click one of the options:

v Approve

v Reject

v Reassign

Note: Use the Reassign option if you want to assign the request to anotheruser. This functionality must be enabled as described in Enabling or disablingdelegation of approval requests in the Tivoli Service Automation ManagerInstallation and Administration Guide. Otherwise the option is not available.

Creating a project and adding virtual serversUse the wizard to create a virtual server project with one or more virtual servers.Each server receives an automatically assigned host name.

Before you begin

This task can only be performed by team and cloud administrators.


|

||

|

|

Note: If projects are being created by multiple users, or multiple projects are beingscheduled by the same user, the resources are not updated for projects that are inthe queued or new status. This may allow a user to create projects for which thereare not enough resources.

Procedure1. In the Home panel, click Request a New Service > Virtual Server

Management > Create Project with server type. The Create Project wizardopens.

2. In the Project Details panel:a. Enter a project name.b. Select the team that should have access to the project.c. Optional: Type a description for the project.d. Set the start date and time, and duration.

Important: The time of provisioning is based on the time and timezone seton your local machine when the request is submitted. Ensure that your timeis set correctly.

e. Click Next.3. In the Requested Image tab:

a. Select resource group used to reserve resources.b. Select the operating system image to be deployed. Only registered images

are available. To learn how to register an image, see “Managing ImageLibrary” on page 45.

c. Select the number of servers to be provisioned in the project.d. Click Next.

4. In the Server Details tab, use the slider buttons to adjust the settings of therequested resources as required.

Restriction: The following values are restricted for certain platforms:

Table 7. Restrictions for the resources values

VMware POWER® LPAR

Memory a multiple of 4 MB a multiple of 128 MB

Swap Memory a multiple of 1 GB - decimal values are not allowed

Virtual CPU 1, 2 or 4 -

Disk - For POWER LPAR serversprovisioned via IBM SystemsDirector VMControl diskspace value is static andcannot be modified.

Click Next.5. In the Additional Disks tab:

Note: This feature is available for POWER LPAR servers only.a. Review the available storage resources. If no resources are available, verify

that they have been configured correctly in the administrative user interfaceb. Specify the Mount point, Volume group name, and Volume name.c. Select the disk size to be assigned to each requested server. If you cannot

select the disk size, the required resources are not available.


||||

|

|||

|

|

|

|

|

|||

|

|

|

|||

|

|

||

|

||

|||

|||

||

|||

|||||||||

|

|

||

|

||

d. Select the file system to be used.e. Click Add New to add another disk, and repeat the steps to fill in the

details.f. Click Next.

6. In the Additional Software tab, select additional software modules to install onthe requested servers:a. Use the arrows to select additional software to be installed on the

provisioned servers. Then, use the vertical arrows to set the order in whichthe items are to be installed. If the software item requirements can befulfilled, its name will appear in the Selected Software box. Otherwise anerror message will be displayed.

Note: Software installation feature is independent of hypervisor at thebackend. If a server fulfills the requirements of the selected softwaremodule then that software module is listed as installable on it.

b. To specify any additional parameters for each software item, select an itemand click Configure Software. Fill in the fields as required.Default values for the parameters are displayed in the input fields and areeditable if they can be modified. Input for encrypted parameters isdisplayed as passwords. Hidden parameters are not displayed on the userinterface.

If no items are available in the Available Software box, verify that they havebeen configured correctly in the administrative interface. For more information,see Tivoli Service Automation Manager Installation and Administration Guide.

7. In the Network Configuration tab, select a network segment for each networkinterface.

8. Define any required settings in the Other Settings tab:a. For VMware, POWER LPAR and KVM projects, select the following options,

if required:

Save an image of each server when the project reaches its end date and isbeing decommissioned

Select this checkbox to configure the project to automatically save anew image of each virtual server in this project at the time theproject is canceled.

Keep saved images after the project has been decommissionedSelect this checkbox to configure the project so that the existingserver images are not removed along with the serves at the time theproject is canceled.

b. Select Monitoring Agent to be Installed, if required. This agent performsscans to identify server resource utilization (memory, CPU and disk space).The usage values can then be viewed in the Manage Servers panel. Thisfield is only available if configured.

c. Click Next.9. In the Summary tab, review the settings for your project. Click Finish to submit

the request.

Results

A service request is created to complete the virtual server project that you havedefined or to reserve the hardware for deployment on the indicated start date. Anynotifications that are defined for this operation are sent out, and any approvalsthat are part of the work order are requested.


|

||

|

||

|||||

|||

||

||||

|||

||

|

||

|||||

||||

||||

|

||

|

||||

Immediate fulfillment: After any required approvals are received, host names forthe virtual servers are automatically assigned from a pool of host names that ismaintained by your administrator. You receive an e-mail notification when the newproject is completed.

Scheduled fulfillment: You will receive an indication of whether the request hasbeen approved or rejected. If the request is approved, it becomes a reservation forthe indicated hardware capacity and network parameters on the start date. If therequest is not approved, the reason may be that the requested hardware capacityor network parameters are not available for the indicated time frame.

Note: The virtual machine disk size value may differ from the one requested. ForTivoli Service Automation Manager, 1GB = 230 bytes, 1MB = 210 bytes. On a Linuxoperating system these values will differ, as 1GB = 109 bytes.

Creating a project from a saved server imageYou can create a new project and use the saved server images to provision a serverin that project. This functionality is only available for VMware, POWER LPAR andKVM.

About this task

The parameters of the server to be provisioned are defined by the image. Theserver configuration will be identical to the one from which the image was taken.

If you want to restore a server with a monitoring agent installed on it, theadministrator needs to enable agent installation in some of the request panels first.For more information see Enabling the monitoring agent installation on restored imagesin the Tivoli Service Automation Manager Installation and Administration Guide.


Management > Create Project from Saved Image.2. Enter a Project Name.3. Select the team that should have access to the project.4. Optional: Type a description for the project.5. Set the start date and time, and duration.

Important: The time of provisioning is based on the time and timezone set onyour local machine when the request is submitted. Ensure that your time is setcorrectly.

6. Select resource group used to reserve resources.7. Select the image to be deployed. The list that is displayed shows all available

images for the servers that are not currently provisioned.8. For VMware, POWER LPAR and KVM projects, select the following options if

required:


Select this checkbox to configure the project to automatically save anew image of each virtual server in this project at the time the projectis canceled.


||||

|||||

|||

|

Keep saved images after the project has been decommissionedSelect this checkbox to configure the project so that the existing serverimages are not removed along with the serves at the time the project iscanceled.

9. Click OK to submit the request.

What to do next

To add more servers to a project using other saved images, use the Add Serverfrom Saved Image request.

Canceling a projectYou can cancel a virtual server project, also when it is scheduled for a future date.When you cancel a project, all of the servers that have been provisioned withinthat project are deprovisioned. The host names that were automatically assigned tothese servers are freed up for use by other virtual servers that are created in thedata center. Any image saved for a server that participated in the project is deleted.

Before you begin

Only cloud and team administrators can perform this task.

About this task

To cancel a virtual server project:


Management > Cancel Project.2. From the Project Name list, select a name of the project that you want to

cancel. Project details, and a list of servers in the project are displayed.3. For VMware, POWER LPAR and KVM projects, the list of all images saved for

the project is displayed. Select the following options if required:


Select this checkbox to configure the project to automatically save anew image of each virtual server in this project at the time the projectis canceled.

Keep saved images after the project has been decommissionedSelect this checkbox to configure the project so that the existing serverimages are not removed along with the serves at the time the project iscanceled.


Results

A service request is created to cancel the project. Any notifications that are definedfor this operation are sent out, and any approvals that are part of the work orderare requested. After any required approvals are received, the project is canceled,and you receive an e-mail notification.


Modifying projectUse these tasks to learn how to add new servers to a project or modify thereservation date.

Adding virtual servers to an existing projectWhen, for example, the scope of a project increases substantially, you can add oneor more virtual servers to an existing project.

Select an active project and add one or more new servers, specifying the number ofCPUs, the memory, and the software to be deployed for each. The new serversreceive automatically assigned host names.

Before you begin


About this task

To add servers to a project:


Management > Modify Project.2. Click Add server type, depending on what type of server you want to add to

the project.3. Select the project from the list, and click Next.4. In the Requested Image tab:

a. Select resource group used to reserve resources.b. Select the operating system image to be deployed. Only registered images

are available. To learn how to register an image, see “Managing ImageLibrary” on page 45.

c. Select the number of servers to be provisioned in the project.d. Click Next.

5. In the Server Details tab, use the slider buttons to adjust the settings of therequested resources as required.


Table 8. Restrictions for the resources values

VMware POWER LPAR

Memory a multiple of 4 MB a multiple of 128 MB

Swap Memory a multiple of 1 GB - decimal values are not allowed

Virtual CPU 1, 2 or 4 -

Disk - For POWER LPAR serversprovisioned via IBM SystemsDirector VMControl diskspace value is static andcannot be modified.

Click Next.6. In the Additional Disks tab:


|

||

|||

|

|

|

|

|

||

||

|

|

|

|||

|

|

||

|

||

|||

|||

||

|||

|||||||||

|

Note: This feature is available for POWER LPAR servers only.a. Review the available storage resources. If no resources are available, verify

that they have been configured correctly in the administrative user interfaceb. Specify the Mount point, Volume group name, and Volume name.c. Select the disk size to be assigned to each requested server. If you cannot

select the disk size, the required resources are not available.d. Select the file system to be used.e. Click Add New to add another disk, and repeat the steps to fill in the

details.f. Click Next.

7. In the Additional Software tab, select additional software modules to install onthe requested servers:a. Use the arrows to select additional software to be installed on the

provisioned servers. Then, use the vertical arrows to set the order in whichthe items are to be installed. If the software item requirements can befulfilled, its name will appear in the Selected Software box. Otherwise anerror message will be displayed.


b. To specify any additional parameters for each software item, select an itemand click Configure Software. Fill in the fields as required.Default values for the parameters are displayed in the input fields and areeditable if they can be modified. Input for encrypted parameters isdisplayed as passwords. Hidden parameters are not displayed on the userinterface.

If no items are available in the Available Software box, verify that they havebeen configured correctly in the administrative interface. For more information,see Tivoli Service Automation Manager Installation and Administration Guide.

8. In the Network Configuration tab, select a network segment for each networkinterface.

9. In the Summary tab, review the settings for your project. Click Finish to submitthe request.

Results

A service request is created to add the new servers to the specified project. Anynotifications that are defined for this operation are sent out, and any approvalsthat are part of the work order are requested.

Immediate fulfillment: After any required approvals are received, host names forthe virtual servers are automatically assigned from a pool of host names that ismaintained by your administrator. You receive an email notification when the newproject is completed.

Scheduled fulfillment: You will receive an indication of whether the request hasbeen approved or rejected. If approved, the request becomes a reservation for theindicated hardware capacity on the start date. If the request is not approved, thereason may be that the requested hardware capacity is not available for theindicated time frame.


|

||

|

||

|

||

|

||

|||||

|||

||

||||

|||

||

||

|

|||

||||

|||||


Adding a server from a saved imageYou can create a server using one of the saved images and add this server to aproject. This functionality is only available for VMware, POWER LPAR and KVM.

About this task

The parameters of the server to be provisioned are defined by the image. Theserver configuration will be identical to the one from which the image was taken.

If you want to restore a server with a monitoring agent installed on it, theadministrator needs to enable agent installation in some of the request panels first.For more information see Enabling the monitoring agent installation on restored imagesin the Tivoli Service Automation Manager Installation and Administration Guide.


Management > Modify Project > Add Server from Saved Image.2. Select the project from the list. Project details display.3. In the Requested Image section, select the resource group used to reserve

resources.4. Select an image to be deployed. The list that is displayed shows all available

images for the servers that are not currently provisioned.5. Click OK to submit the request.

Modifying reservation datesYou can modify the start date of the scheduled project with a future start date, andthe end date of all projects.

Before you begin



Management > Modify Project > Modify Reservation.2. From the Project Name list, select a project that you want to modify. Project

details display.3. Set the new start date and time, and duration.

Important: The time of provisioning is based on the time and timezone set onyour local machine when the request is submitted. Ensure that your time is setcorrectly.


Remember: When the reservation time is changed for a project and whenquotas and limits exist for the respective customer and pool, then these limitsare checked when you try to modify the reservation time. It is only possible tomodify the reservation time within the previously specified limits.


|||

|

Results

A service request is created to modify the dates as specified. Any notifications thatare defined for this operation are sent out, and any approvals that are part of thework order are requested. After any required approvals are received, the dates ofthe reservation are changed (if possible) and you receive an e-mail notification.

Removing a virtual serverYou can delete a virtual server from a project when the server is no longer needed.You can also delete the reservation for a server that is scheduled for provisioningon a future date. When you delete a server, the host name that was automaticallyassigned to that server is freed up for use by another virtual server that is createdin the data center.

Important:

v You cannot remove the last server in the project. Instead, the whole project canbe canceled.

v You cannot remove the first server in a project with future reservation date.Instead, the whole project can be canceled.

Procedure1. From the Home panel, select Request a New Service > Virtual Server

Management > Modify Project > Remove Server

2. From the Project Name list, select a project.3. From the list of servers that displays, select a server to remove.4. For VMware, POWER LPAR and KVM projects, the list of all images saved for

the project is displayed. Select the following options if required:

Save a new image of this server before it is removedSelect this check box to save a new image of the server to be removed.

Keep existing saved images of this server after it has been removedSelect this check box to keep any existing images of the server to beremoved.

Otherwise, when you remove a virtual server, any images saved for this serverwill also be deleted.


Results

A new service request is created to delete the specified server and, optionally, itsimages. Any notifications that are defined for this operation are sent out, and anyapprovals that are part of the work order are requested. After any requiredapprovals are received, the server is deleted, and you receive an email notification.


Modifying serverUse these tasks to learn how to modify the state of a server, its resources, or resetpassword for a server.

Modifying server resourcesYou can modify the number of CPUs, the amount of memory, or increase the diskspace to be allocated to any supported virtual server that is currently provisioned.Requests for server capacity modification might be submitted when a projectrequires more capacity than was originally assigned. Similarly, the requests mightarise when less capacity is needed.

Note:

v This request is not supported for System z® and Xen hypervisors.v You can modify only one server per request.

About this task

Important: After you modify resources for VMWare and KVM servers, theseservers are restarted, and any running services are interrupted. POWER LPARservers are not restarted.

To modify the capacity of an existing virtual server:


Management > Modify Server > Modify Server Resources.2. Select the project from the list. Project details display.3. From the table with available servers, select a server to modify its resources.

Only one server can be modified in one request.4. In the Resources section, use the sliders to adjust the settings of CPU, memory,

and disk space as required. You can click Check resources to verify that therequested resources are available.


Memory

v VMware: must be a multiple of 4 MBv POWER LPAR: must be a multiple of 128 MBv Swap memory can only be modified for all Linux platforms on VMware and

KVM. It is not working for AIX and Windows platforms on VMware or onPOWER LPAR.

CPU

v VMware: The value for Virtual CPU must be 1, 2 or 4.v KVM: Physical CPU cannot be modified.

Disk size

v Disk size modification is supported on the following operating systems:– VMware:


Red Hat Enterprise Linux 5.3, 5.4SUSE Linux Enterprise Server 10.2, 11 with resize2fs tool version 1.39 or higher.Windows 2008

– KVM: Red Hat Enterprise Linux 5.4– POWER LPAR: AIX version 6.1 Technology Level 4

or higherv For POWER LPAR servers provisioned via IBM Systems Director VMControl

this functionality is not available.v Disk size cannot be modified if a POWER LPAR server was provisioned

using Hardware Management Console (HMC) or Integrated VirtualizationManager (IVM) that is configured to use storage from MPIO mapped SANdisks. No additional disk can be mapped to extend the current one, and noalready mapped MPIO SAN disk can be unmapped from the LPAR.

v On Power®, the disk extension is added to the VIO server by this servicerequest. The extension on System p LPAR is visible only after manuallytriggering the command chvg -g rootvg.

v Disk size can only be increased, not decreased.v When resizing disk on Windows, ensure that the password was not modified

manually. For more information about Windows disk modifications if thepassword was modified manually, see “Windows disk size modification afterchanging password.”


Results

A service request is created to change the virtual server capacity as specified. Anynotifications that are defined for this operation are sent out, and any approvalsthat are part of the work order are requested. If you are using the built-in, defaultapproval workflow, requests that you submit on your own behalf are automaticallyapproved.

After any required approvals are received, the capacity is changed, and you receivean email notification.


Windows disk size modification after changing passwordThere are some restrictions on modifying disk size on Windows after the passwordwas changed manually.

To successfully process a disk modification request for Windows, the passwordmust be set by Tivoli Service Automation Manager. If the password was changedmanually, you can use a Reset Server Password request to change the passwordagain so that it is synchronized with Tivoli Service Automation Manager.

Any disk modification request that is submitted after the Windows password waschanged manually is failed. Even though the request fails, the disk size is in factmodified in VMware. Both VMware and Tivoli Service Automation Manager showthe new disk size. The disk space resulting from the resize operation is available asunallocated disk space in Windows, but the file system is not enlarged.


Important: Do not use the unallocated space to create a second partition withinWindows, as this might cause problems for future requests.

There are two ways to enlarge the file system:v Windows administrator can resize the file system manually.v You can perform the following procedure in Tivoli Service Automation

Manager:1. Reset the password using the Reset Server Password request in the

self-service user interface.2. Further increase the disk size of the server in the Modify Server resources

request.

As a result, the file system is increased to the new disk size.

Resetting a server passwordYou can reset a server password and have it e-mailed to members of teams thathave access to the project.

Before you begin

Ensure that you have the required privileges to submit this request.

Procedure1. Select Home > Request a New Service > Virtual Server Management >

Modify Server > Reset server password. The Reset Server Password windowdisplays.

2. Select a project. The list of servers associated with the project displays.3. Select a server to reset the password for and click OK.

Results

The password is reset and the members of teams that have access to the project getan e-mail notification with new password.

Starting a serverYou can start a server in a project.


Modify Server > Start Server. The Start Server window displays.2. Select a project from the list. The list of servers associated with the project

displays.

Note: If the monitoring agent was not selected to be installed when the serverwas created, the list of servers will include all servers regardless of their state.

3. Select a server to start and click OK.


Stopping a serverYou can stop a server in a project.


Modify Server > Stop Server. The Stop Server window opens.2. Select a project from the list. The list of servers associated with the project

displays.

Note: If the monitoring agent was not selected to be installed when the serverwas created, the list of servers will include all servers regardless of their state.

3. Select a server to stop and click OK.

Restarting a serverYou can restart a server in a project.


Modify Server > Restart server. The Restart Server window opens.2. Select a project from the list. The list of servers associated with the project

displays.3. Select a server to restart and click OK.

Installing software on serverIf the administrator added any software module templates and configured them inthe administrative interface, you can install additional software items on anexisting virtual server.

Before you begin

Ensure that the software product definition for the item that you want to installhas been configured by the Tivoli Service Automation Manager administrator. Formore information, see Tivoli Service Automation Manager Installation andAdministration Guide.


Management > Modify Server > Install Software

2. Select the project from the list. Project details display.3. From the table with available servers, select a server to install additional

software on.4. Install additional software on the servers:

a. Use the arrows to select additional software to be installed on theprovisioned servers. Use the vertical arrows to set the order in which theitems are to be installed. If the software item requirements can be fulfilled,its name will appear in the Selected Software box. Otherwise an errormessage will be displayed.



b. To specify any additional parameters for each software item, select an itemand click Configure Software. Fill in the fields as required. Default valuesfor the parameters are displayed in the input fields and are editable if theycan be modified. Input for encrypted parameters is displayed as passwords.Hidden parameters are not displayed on the user interface.

Note: If no items are available in the Available Software box, verify that theyhave been configured correctly in the administrative interface.


Backing up and restoring server imagesUse these tasks to learn how to create and remove a snapshot-like server images,and restore the servers using these images.

Note:

v This functionality is not supported for Xen , z/VM®, and POWER LPAR via IBMSystems Director VMControl.

v All images saved by a user in the self-service user interface are owned by thisuser. Only this user can ever restore the saved image. Each user can view onlythe images that he or she created, and does not have access to the images ofother users. If an image is automatically saved at the end date of a project, theuser who created the project becomes the owner of the saved image. Therefore,automatically saved images can be restored only by the creator of the project.

v If you want to restore a server with a monitoring agent installed on it, theadministrator needs to enable agent installation in some of the request panelsfirst. For more information see Enabling the monitoring agent installation on restoredimages in the Tivoli Service Automation Manager Installation and AdministrationGuide.

Creating server imageYou can save multiple images of a provisioned server in its current state. You canthen use the images in a subsequent request to restore a server, create a projectwith a server image, or add a server to a project based on the image.

About this task

Note:

v This functionality is not supported for Xen , z/VM, and POWER LPAR via IBMSystems Director VMControl.

v All images saved by a user in the self-service user interface are owned by thisuser. Only this user can ever restore the saved image. Each user can view onlythe images that he or she created, and does not have access to the images ofother users. If an image is automatically saved at the end date of a project, theuser who created the project becomes the owner of the saved image. Therefore,automatically saved images can be restored only by the creator of the project.

v If you want to restore a server with a monitoring agent installed on it, theadministrator needs to enable agent installation in some of the request panelsfirst. For more information see Enabling the monitoring agent installation on restoredimages in the Tivoli Service Automation Manager Installation and AdministrationGuide.

Important: When creating a server image, make sure that you have enough freespace on the data store.Tivoli Service Automation Manager does not check whether


there is enough space available. If there is not enough space available, an inboxassignment is created in the administrative user interface and the situation must beresolved manually, as described in Configuring cloud pools in the Installation andAdministration Guide.


Management > Backup and Restore Server Image > Create Server Image.2. In the corresponding fields, type virtual server image name and description.3. Select the name of the project in which the server is provisioned. Project details

display.4. From the list that displays, select a server that you want to create an image of.

A list of all images available for this server is displayed.5. Click OK to submit the request.

Results

A service request is created to save an image of the server that you selected. Anynotifications that are defined for this operation are sent out, and any approvalsthat are part of the work order are requested. After the required approvals arereceived, you will receive an email notification when the image is saved.

Restoring a server from imageYou can restore a virtual server back to its previous state using an image that yousaved before.

About this taskv You can only view, and use the images that you created. You cannot restore the

images created by other users.v When you restore a server from an image, the image must have the same

properties (CPU, memory and disk) as that of the current virtual machine.Otherwise, it cannot be restored and an error message is displayed.


Management > Backup and Restore Server Image > Restore Server FromImage.

2. From the Project Name list, select a project for which you want to restore aserver.

3. Select a server that you want to restore.4. From the list that displays, select the image that is to be used for restoring the

server.

Note: The list is limited to available images for servers that are currentlyprovisioned.


Results

A service request is created to restore the server from the selected image. Anynotifications that are defined for this operation are sent out, and any approvalsthat are part of the work order are requested. After the required approvals are


processed, you will receive an email notification when the image has been restored.

Removing saved imagesYou can remove previously saved server images from the inventory.


Management > Backup and Restore Server Image > Remove Saved Images.2. From the list that displays, select the image that is to be removed. The list

displays only the images that you created. Images that were created by otherusers are not displayed.


Results

A service request is created to remove the image from the inventory. Anynotifications that are defined for this operation are sent out, and any approvalsthat are part of the work order are requested. After the required approvals arereceived, you will receive an e-mail notification when the image has been deleted.

Managing Image LibraryTivoli Provisioning Manager Image Library is the source for software images to beused in provisioning the virtual servers. Once the image templates discovery hasbeen performed in Tivoli Provisioning Manager by the system administrator, theimages need to be registered in the Image Library, so that they can be used forprovisioning. Use these tasks to learn how to register or unregister server images.

For more information about discovering images, see the corresponding sections inthe Tivoli Service Automation Manager Installation and Administration Guide.

Registering VMware imagesUse this task to learn how to register a VMware image in the Image Library.

Before you beginv This task can only be performed by cloud administrator. Ensure that you have

the required privileges.v Make sure the Tivoli Service Automation Manager administrator has run the

image discovery in Tivoli Provisioning Manager.

About this task

To register a VMware image:

Procedure1. In the Home panel, select Request a new service > Virtual Server

Management > Manage Image Library > Register VMware Image.2. Specify the name of the image, and, optionally, provide its description.3. Select the Resource Pool from the list.4. Select Discovered Image from the list. The list contains only the unregistered

images.5. In the Network Configuration section:


a. Select the network type. Four predefined types are available:v Managementv Customerv Backup-Restorev Storage

b. Select Use this interface for host name resolution if the network interfaceis to be used for host name resolution.

c. Optional: In the Network Usage section, select a set of usage valuesapplicable to a particular interface.

d. To add more network interfaces, click Add Network Interface, and specifythe settings.

6. In the Resources section, specify the Minimum and Recommended values forvirtual CPUs, physical CPUs, memory, and disk space.

7. Specify the details of the operating system of the image according to Table 9.8. Depending on the operating system, specify the Administrator Password or

Root Password that match the password set on the image from which thevirtual machines will be created.

9. If you are registering a Windows image, enter the Product Key.10. Click OK to submit the request.

Table 9. OS Family and Version values

FamilyInstalled (operating systemof the software stack) Version

Linux

Red Hat Enterprise Linux 5.3 or 5.4

CentOS 5.3 or 5.4

SUSE Linux EnterpriseServer

10.2 or 11

Windows

Windows XP Not required

Windows Server 2008 2008

Windows Server 2008 R2 2008

Windows 7 7

Registering POWER LPAR imagesUse this task to learn how to register a POWER LPAR image in the Image Library.




About this task

To register an image:

Procedure1. Select Home > Request a new service > Virtual Server Management >

Manage Image Library > Register POWER LPAR Image.


2. Specify the name of the image, and, optionally, provide its description.3. Select the Resource Pool from the list.4. Select Discovered Image from the list. The list contains only the unregistered







7. Enter the Root Password for the image.8. Click OK to submit the request.

Registering Xen imagesUse this task to learn how to register a Xen image in the Image Library.




About this task

To register a Xen image:

Procedure1. From the Home panel, select Request a new service > Virtual Server

Management > Manage Image Library > Register Xen Image.2. Specify the name of the image, and, optionally, provide its description.3. Select the Resource Pool from the list.4. Select Discovered Image from the list. The list contains only the unregistered








7. Enter the File Name of the Image.8. Click OK to submit the request.

Registering KVM imagesUse this task to learn how to register a KVM image in the Image Library.




About this task

To register a KVM image:


Management > Manage Image Library > Register KVM Image.2. Specify the name of the image, and, optionally, provide its description.3. Select the Resource Pool from the list.4. Select Discovered Image from the list. The list contains only the unregistered









Registering z/VM imageUse this task to learn how to register a z/VM image in the Image Library.





Management > Manage Image Library > Register z/VM Image.2. Specify the name of the image, and, optionally, provide its description.3. Select the Resource Pool from the list.4. Select Discovered Image from the list. The list contains only the unregistered








Registering POWER LPAR images via IBM Systems DirectorVMControl

Use this task to learn how to register a POWER LPAR image in the Image Libraryusing VMControl.




About this task

To register an image:


Procedure1. Select Home > Request a new service > Virtual Server Management >

Manage Image Library > Register VM Image via IBM Systems DirectorVMControl.

2. Specify the name of the image, and, optionally, provide its description.3. Select the Resource Pool from the list.4. Select Discovered Image from the list. The list contains only the unregistered

images.5. In the Resources section, specify the Minimum and Recommended values for

virtual CPUs, physical CPUs, memory, and disk space.6. Optional: Enter the root user password for the image. You can leave this field

empty.7. Click OK to submit the request.

Unregistering an image in the Image LibraryYou can unregister an image in the Tivoli Provisioning Manager Image Library, sothat it will no longer be available in "Create project" or "Add server" tasks.

Before you begin

This task can only be performed by a cloud administrator. Ensure that you haverequired privileges.


Manage Image Library > Unregister Image

2. Select a Resource Pool from the list.3. Select the image that you want to unregister.4. Click OK to submit the request.

Registering a VMControl imageThis task describes the procedure necessary to deploy a project based onVMControl.

About this task

Starting with Tivoli Service Automation Manager 7.2.2, the network requirementsare placed on the deployable images. For the VMControl configuration, you mustannotate the network requirements in the discovered VMControl image.This step isaccomplished by using the Register VM Image via IBM Systems DirectorVMControl offering.

Prior to the registering, ensure that the following prerequisites are met:v A resource pool for VMControl is configured and enabled.v The image discovery for VMControl has been done.

Moreover, check if the following information about the discovered image isavailable:v The number of the network interfaces that the image should get.v The type of networks that the image should connect to.


v Which network interfaces should be the management one and which should beused for hostname resolvement.

Finally, ensure that the following assumptions are not violated:v The number of network interface matches the discovery image.v Exactly one network interface is of the management type.v Exactly one network interface has the hostname resolve flag checked.v The network interfaces show up during provisioning in exactly the same

sequence as they are registered. The first interface matches the first networkdefinition in the VMControl deployable image and so forth.

As part of the register image workflow, the above assumptions are enforcedthrough checks and are realized during the Crate Project and Add Serverofferings.

Registering a new image for a migrated resource poolFollow these steps to register a new image for a resource pool that was migratedfrom a previous version.

About this task

Register an image for an upgraded resource pool according to the followingpattern:

Procedure1. Define a network interface for each subnet pool in the associated resource pool.2. Determine which subnet pool is marked as ManagementNIC. Set the network

interface type to Management. For all other subnet pools, set the type toCustomer.

3. Determine which subnet pool is marked as HostnameResolveNIC

Modifications to the registered imagesDuring the network migration process, the existing images are modified accordingto the new network model

The new network model introduces two major changes according to which theimages are modified:v Network configuration is moved from the resource pool level to the customer

level.v Network requirements are attached to the registered images.

Because of these changes, the following attributes are generated for the registeredimages during migration:v The number of network interfacesv Which of the network interfaces is the management interfacev Which of the network interfaces is used for resolving the host namev Network usage that binds the image to the network configuration of the

associated resource pool

These attributes are generated on the registered images for each defined subnetpool in the associated resource pool. The x stands for 1 for the first subnet pool inthe associated resource pool, and so on.


v PMRDP.Net.x.NetworkType: Set to Management for the subnet pool that is markedas the Management NIC. Set it to Customer for all other subnet pools.

v PMRDP.Net.x.HostnameResolve: Set to true for the subnet pool that is marked asHostnameResolveNIC. Set it to false for all other subnet pools.

v PMRDP.Net.x.NetworkUsage: This usage value is generated based on the name ofthe resource pool, the network type, and a sequence number starting from 1 forthe first network interface in the resource pool. For example, if the resource poolis named "RES1", the network type is "management", and it is the first networkinterface, the usage value is "RES1_Management_1".

Generated network segmentsA network segment is generated for each enabled resource pool and each subnetpool.

The network segments that are generated contain the following information fromthe resource pool:v The name of the generated network segment is concatenated from the name of

the resource pool, the constant string NetworkSegment, and a sequence numberstarting with 0 for the first network segment (as the subnet pools also start with0). For example, if the resource pool is named "RES1", and the segmentcorresponds to subnet pool 0, then the name is "RES1_NetworkSegment_0".

v One subnet section for each subnet in the related subnet pool.v The segment type is Management for the subnet pool that is marked as

ManagmentNIC. For all other subnet pools, the segment type is set to Customer.v The segment usage is generated based on the name of the resource pool, the

network type, and a sequence number starting by 1 for the first networkinterface in the resource pool. For example, if a resource pool is named "RES1",the network type is Management, and it is the first network interface, then theusage value is "RES1_Management_1". This method assures that each networksegment exactly matches to the corresponding network interface definition onthe registered image.

v The DNS section that is generated from the resource pools DNS definition

IBM Systems Director VMControl images

IBM Systems Director VMControl are processed in a special way because of theimage metadata. Resource pools for this hypervisor have an additional propertyfor each subnet pool. The name of the property is PMRDP.Net.SubnetAliasesPool_x.Each registered image for this resource pool has a list of network names. Duringthe migration process, only the subnet pools that have a matching network nameare migrated. Remember about the following points when migrating a VMControlnetwork configuration:v The registered image must have a network interface of type Management.v The registered image must have a network interface resolving the host name.v The network names found in the registered image must be resolvable from the

resource pool.

The metadata properties on the registered images are generated in the same wayas for all other resource pools as listed above.


Managing customersYou can create and remove customers by using the self-service user interface.

Creating customersUse the self-service user interface to create customers. Additional setup steps maybe required in the administrative user interface.

Before you begin

Before you can create a customer, the administrator must configure at least onenetwork template.

About this task

In the self-service user interface for Tivoli Service Automation Manager version7.2.2, each user is assigned to a customer. There is one predefined global customer:PMRDPCUST. Each new user is assigned to this customer if no other customers aredefined and specified when the user is created. The customer assignment defineswhich resources a user can access.

Administrators can define customer templates in the administrative user interface.These templates include configuration settings for a customer. When creating acustomer, you can select a template. If no templates are available, after creating thecustomer in the self-service interface, the administrator must specify additionalsettings in the administrative interface. For more information about these tasks, seethe Administering customers and their resources chapter in the Tivoli ServiceAutomation Manager Installation and Administration Guide.


Management > Manage Customers > Create Customer.2. Specify a customer name. The name must be up to 12 characters and unique

(not in use or deleted).3. If configured, select Customer Template. If you do not select a customer

template, additional settings must be configured in the administrative userinterface to make the customer operational.

4. Select Network Configuration Template to define network configuration forthe customer.

5. Select Customer Language Code. The value determines the default languagefor all users created for that customer.

6. Optional: Provide a description for the customer.7. Click OK to submit the request.

Results

A customer object is created and network configuration is instantiated. If you usedthe customer template, the template configuration is copied to this customer object.If no template was used, the administrator must assign the resources to thecustomer in the administrative user interface, so that projects can be created.


|

|

|

||

|

||

|

|||||

|||||||

|

||

||

|||

||

||

|

|

|

||||

What to do next

A cloud customer administrator who is associated with this customer can becreated so that the customer's projects, teams, and users can be administered.

Removing customersYou can remove customers in the self-service user interface.

About this task

When you remove a customer, the customer itself and all user accounts for thiscustomer become inactive. If any projects are still in progress, they will bedecommissioned as scheduled, or cloud administrators can cancel them manually.The name of the removed customer can never be reused.


Management > Manage Customers > Remove Customer.2. Select the customer from the list, and click OK to remove.

Results

The customer is changed to inactive state, and all user accounts related to thiscustomer are deactivated as well. The users can no longer log on to the self-serviceuser interface. By default, the state of the projects and resources does not changeautomatically. Projects are decommissioned according to their schedules. Cloudadministrator can also cancel the projects and delete any saved images manually.

Managing usersUse these tasks to learn how to manage users and groups of users.

Creating usersCloud and team administrators can create users and add them to the existingteams.

Before you begin

Ensure you meet the following prerequisites:v Users can only be created by cloud administrators, cloud customer

administrators, and security administrators.v The requesting user must have grant option for the roles that they are assigning.v The requesting user must have grant option for the roles that they give grant

option to.v The ability to assign to policy levels depends on the requesting user's level. For

example, the users on cloud level can create users on cloud, and cloud customerlevels. The users on cloud customer level can create users on the same levelonly.

v The policy level must be registered in the system properties:– pmrdp.security.cloud.level.group

– pmrdp.security.customer.level.group


|

||

|

|

|

||||

|

||

|

|

|||||

|

||

|

|

||

|

||

||||

|

|

|

About this task

Each user is assigned to a customer, security level, one or more security groups,and, optionally, to one or more teams:v Cloud administrator can define for which customer the user is created by

selecting this customer in the Home panel. The user can access only theresources assigned to the selected customer, global resources that are available toall customers. There is one predefined global customer: PMRDPCUST. Each newuser is assigned to this customer if no other customers are specified during usercreation.

v The security level defines which cloud resources the user can access. There aretwo default security levels:

Cloud levelUsers on cloud level can access the information and resources that areavailable in the cloud, regardless of customer limits. They are alwaysassigned to a default global customer called PMRDPCUST.

Customer levelUsers on this level are always assigned to one customer only, and theycan only access information and resources assigned to that customer.Resource assignments are managed in the administrative user interface.

v There are also nine security groups to which the user can belong. The groupassignment determines which requests the user can access. Security groups aredescribed in detail in “Security groups in the self-service user interface” on page67.Security groups are described in detail at http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/topic/com.ibm.tsam_7.2.2.doc/c_tsam_userroles.html.A user belongs to exactly one policy level.

v To be able to use a project, the user must be a member of the team that hasaccess to this project. A user can be a member of more than one team, but allteams must belong to the same customer.

Procedure1. In the Home panel, select the customer for which you want to create a user.2. Click Request a New Service > Virtual Server Management > Manage Users

and Teams > Create User. The Create User wizard opens.3. In the Account Details tab:

a. Enter a user ID and a display name for the user. The user ID can be up to30 characters and must be unique. It cannot be in use or deleted.

b. Specify and confirm the password. The password must be at least sixcharacters in length.

c. Select Make the account active to enable the user to log in after the newuser registration is complete and click Next.

4. In the Security Groups tab:a. Select Security Policy.

Cloud Level PolicyIf the user is subject to this policy, they can access all cloudresources and information regardless of which customer theinformation is assigned to.

Cloud Customer Level PolicyIf the user is subject to this policy, they can only access theresources assigned to the customer they belong to.


|

||

||||||

||

||||

||||

||||||

|||

|

|

||

|

||

||

||

|

|

||||

|||

http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/topic/com.ibm.tsam_7.2.2.doc/c_tsam_userroles.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v10r1/topic/com.ibm.tsam_7.2.2.doc/c_tsam_userroles.html

b. Assign the user to security groups. If you want the user to be able to assignother users to the selected group, select the Grant option check box. ClickNext.

5. In the Personal Details tab, fill in the fields as required. Click Next.6. In the Regional Settings tab, define locale. Click Next.

When you set the locale for the user in the self-service user interface, the samelocale will be used in the administrative interface. Also, the language of theuser interface will be set accordingly.

7. In the Team tab, define team membership.

Note:

v Team administrators can only select from teams they belong to.v A user can only be added to the teams that belong to the customer that was

selected at the beginning of the user creation process.v Do not add cloud administrators to teams, because they can access them by

default. If you add a cloud administrator to a team, the profile can be editedby team administrators.

8. Click Next to view a summary of the settings for the user.9. Click Finish to submit the request.

Results

The user receives e-mail notification with their registration details.

Modifying user informationYou can modify the user information and change their team membership.

Before you begin

Ensure you meet the following prerequisites:v Users can only be created by cloud administrators, cloud customer

administrators, and security administrators.v The requesting user must have grant option for the roles that they are assigning.v The requesting user must have grant option for the roles that they give grant

option to.v The ability to assign to policy levels depends on the requesting user's level. For

example, the users on cloud level can create users on cloud, and cloud customerlevels. The users on cloud customer level can create users on the same levelonly.

v The policy level must be registered in the system properties:– pmrdp.security.cloud.level.group

– pmrdp.security.customer.level.group


Manage Users and Teams > Modify User.2. Select the user from the list. The list includes only those users that meet the

conditions for modification.3. Modify the information as required.

Note: User ID cannot be modified.


|||

|

|

|||

|

|

|

||

|||

|

|

|

|


Results

The user record will get updated accordingly. The affected user will receive e-mailnotification about the changes.

User modification conditionsLearn about the conditions that must be met in order to modify a user.

Team user, team administrator and cloud manager can modify only their owninformation.

Cloud administrator, cloud customer administrator and security administrator canmodify all users of the selected customer.

Only users that meet the following conditions are displayed in the Modify Userrequest panel and can be modified:1. The user is active or inactive.2. The user is in cloud level or cloud customer level policy.3. The user meets one of the following conditions:

v User is the same as the current user.v User is not PMRDPCAUSR.v User is a member of the same team as the current user.v Current user has permission to modify all users.

Removing a userYou can delete a user. The user account is removed and its ID can never be reused.

Before you begin

This task can only be performed by a cloud administrator. Ensure that you havethe required privileges.

About this task

To remove a user:

Procedure1. From the Home panel, select Request a New Service > Virtual Server

Management > Manage Users and Teams > Remove User.2. Select the user from the list. User details display.3. Click OK to submit the request.

Results

The user is deleted from all teams that they were a member of, and the account IDcan never be reused. Additionally, the deleted user's email address can be reusedto create a new account ID.


Creating new teamsWhen you create a project, you need to define which team can access this project.Only one team can own a particular project and only the members of this team canaccess this project. Use the Create Team request to add new teams.

Before you begin

Ensure that you have the required privileges to submit this request.


Manage Users and Teams > Create Team.2. Provide the name for the team. It must be up to 8 characters and unique.3. Optional: Specify the project account for the accounting purposes.4. Optional: Provide team description.

5. Select the users from the list and click to add them to the team,

or to remove them.

Note:

v Up to 15 users can be added in one request. To add more users to the team,create a new request to modify the team once it has been created.

v Cloud administrators should not be added to any teams, they can accessthem by default.


Modifying team informationYou can modify the details of the existing team and add or remove team users.

Before you begin

This task can be performed by cloud and team administrators. Team administratorcan only modify the teams that he administers. Make sure that you have therequired privileges. Team name cannot be modified.

About this task

To modify team information:


Manage Users and Teams > Modify Team.2. Select the name of the team that you want to modify.3. Modify description or project account if necessary.

4. Use the and buttons to add or remove users.

Note:

v Up to 15 users can be changed in one request. To add or remove more users,create a new request to modify the team.

v Cloud administrators should not be added to any teams, they can accessthem by default.



Removing a teamYou can use the Remove Team request to delete teams. Teams that own activeprojects cannot be deleted. To delete them, you need to cancel all the projects thatthe team can access beforehand.

Before you begin

This task can only be performed by cloud administrators. Make sure that you havethe required privileges.

Important: When you remove a team, its name can never be reused.

About this task

To remove a team:


Manage Users and Teams > Remove Team.2. Select the name of the team that you want to delete. The list of users in this

team is displayed.3. Click OK to submit the request.

Results

The users are removed from the team and receive an e-mail notification that theteam has been deleted. The accounts of the users of the deleted team remain active.

Viewing requestsYou can view the full list of requests and their statuses using the My Requestssection on the Home panel.

The status bar shows the statuses of the last 20 requests by default. To see the datafor all requests, click Show all requests in the left bottom corner of the section.Depending on the total number of requests, loading the full list can take up to afew minutes.

Five last modified requests with recent activity and their statuses are listed in theMy Requests section. When you click on the request name, the details for thisrequest will be displayed in a separate window.

Requests can be assigned one of the following statuses:v New - Service Request was created and is in the pre-approval stage. For Create

Project, reservations are made in this stage. Next status is Waiting on Approvalor Pending, depending on whether auto-approve is enabled.

v Waiting on Approval - Request is waiting for an approver to approve it. Nextstatus is Pending or Cancelled, depending on the decision of the approver.

v Pending - The request is approved and post-approval tasks are run. Next state isQueued.


v Queued - Task is queued for execution. The request stays in this state until therequested start time is reached and no other request is run on the same project.Next state is In Progress.

v In Progress - Management plan for a request is running. Next states areResolved or Closed.

v Resolved - Request was run successfully.v Partially Resolved - Request was only partially resolved, for example, because

there was not enough resources to provision the requested number of servers.v Failed - The request failed to run. You can find more information on the failure

in the Work Log section of the My Requests panel.v Canceled - The approver declined the request.

Procedure1. In the left corner of the My Requests section on the Home panel, click Show all

requests. Otherwise, you will be able to view the last 20 requests only.2. Click Manage Requests... in the right corner of the section. A list of all

submitted requests is displayed in a separate window, containing their statuses,the time the status was applied and the owner of the request.

Note: To view the details for a request, select it in the table, and click onthe toolbar. The request details will be displayed in a separate window.

Viewing the details of a submitted requestGeneral details about a request and both work and communication logs areavailable to you for viewing.

Tip: Five last modified requests with recent activity can be viewed in the MyRequests section on the Home panel. Click on the request name to display thedetails.

Procedure1. In the left corner of the My Requests section on the Home panel, click Show all

requests. Otherwise, you will be able to view the last 20 requests only.2. Click Manage Requests... in the right corner of the section. A list of all

submitted requests will display in a separate window.

3. Select a request and click on the toolbar. The View Service Requestwindow is displayed.

4. Use the General tab to view details about the request, the Work Log tab toview any error messages, or the Communication Log tab to view anynotifications that were sent. The General tab displays the attribute list of therequest with their respective values, except for security related values, likepasswords.


Viewing and managing requests for approvalYou can view the requests awaiting approval and approve, reject, or reassign them,if you have the required privileges.


Tip: Five approval requests with recent activity can be viewed in the MyApprovals section on the Home panel. Click the approval request name to displayits details.

About this task

The approval and delegation features are not configured by default, and need to beenabled in the administrative user interface.

Procedure1. In the My Approvals section on the Home panel, select Manage Approvals... A

list of approval requests that were assigned to you is displayed.2. Select an approval request and click the Show Details button. The View Service

Request window is displayed.3. In the Approval section of the window, select one of the following options:

v I reject this request

v I approve this request

v Reassign this request

You can also provide justification for your choice in the Details field (no morethan 50 characters in length).


Tip: If you do not want to view the details of the request, you can approve,reject, or reassign it using the corresponding buttons on the task bar of theManage Approvals window.

Viewing projectsYou can view the full list of projects and their statuses using the My Projectssection on the Home panel.

The status bar shows the statuses of the last 20 projects by default. To see thedetails for all projects, click Show all projects in the left corner of the section.

Five last modified projects with recent activity and their statuses are listed in theMy Projects section. When you click on the project name, the details for this projectwill be displayed in a separate window.

Projects can be assigned one of the following statuses:v Approvedv Canceledv Decommissionedv Decommissioningv Decommissioning Failed


v Designv Draftv In Maintenancev Not Setv Operationalv Scheduledv In Transition

About this task

To view the full list of projects and their statuses:

Procedure1. In the left corner of the My Projects section on the Home panel, click Show all

projects. Otherwise, you will be able to view the last 20 projects only.2. Click Manage Projects... in the right corner of the section. A list of all projects

is displayed in a separate window, containing the information about the owner,status, the time the status was applied, and the dates for the project.

3. Select a project and click on the toolbar. The Project Details panel isdisplayed.

Results

You can now view details about the project.

Viewing and managing serversYou can view the list of all servers and manage them.

Procedure1. From the Home panel on the Projects pod, select Manage Servers... A list of all

servers will appear.

Note: Server resource utilization values displayed as N/A indicate that amonitoring agent was not installed when the server was created.

2. Use the taskbar buttons to manage the selected server. Move the cursor overthe button to view hover help or click ? on the title bar to view panel help.


Chapter 3. Administering

Depending on the privileges you are assigned, you can perform variousadministrative tasks using different user interfaces.

Before you begin

Most of the administrative tasks are performed using Tivoli Service AutomationManager. These tasks are described in detail in the Tivoli Service AutomationManager Installation and Administration Guide, whereas this guide describes only thetasks that are specific to IBM Service Delivery Manager.

Administering Tivoli Service Automation ManagerThis section describes only the tasks that are specific to Service Delivery Manager.

Other administrative tasks performed using Tivoli Service Automation Managerare described in detail in the Tivoli Service Automation Manager Installation andAdministration Guide.

Tivoli Service Automation Manager software startup logsWhen the virtual machine TIVSAM_image is started, the Tivoli Service AutomationManager software components (DB2, Tivoli Directory Server, Provisioning Managerand Service Automation Manager) are started automatically and a log file iscreated at startup.

The logs are saved in the /var/log/mwi directory. To save the disk space, thisdirectory should be cleaned up periodically.

Controlling user accessThis section provides information about the security policy, user roles, and datasegregation within Tivoli Service Automation Manager.

Security in the administrative user interfaceLearn about the security concepts and roles in Tivoli Service Automation Manager.The discussed functions are performed with the administrative user interface.

Security information in stored in two places in the Maximo environment:v In the WebSphere Application Server, with one or more configured LDAP

serversv In the Maximo database

Therefore, some of the security-related items (for example, security groups andusers) need to be configured in two places. However, tools are provided thatenable you to keep the definitions in LDAP and the Maximo database in sync.

Security concepts

The Maximo platform offers a highly sophisticated security framework. Securitycan be categorized as follows:

AuthenticationImplemented via WebSphere Application Server security and LDAP.


Authentication checks whether a user is known to the system and whetherthe credentials that are provided are valid for database access.

AuthorizationHandles user access rights for certain entities. Access rights are definedusing security groups. Once a user is authenticated, the authorization checkswhat the user is permitted to do. Authorization is provided bymembership in one or more security groups. All security groups a userbelongs to make up the security profile of a user. Access rights are checkedby the system against the user's security profile. Security groups canrestrict access to various areas, including applications, sites, datarestrictions, start centers, and so on. Security groups can be configured toprovide access to specific catalogs and can also control the offerings thatare restricted within these catalogs.

Roles and work assignmentsWhenever an interactive task is triggered by a workflow, the task isassigned to one or more persons. Roles control the assignment of thesetasks. Roles are used as part of communication templates, escalations,service level agreements, or workflow processes. When a role is usedwithin a process, the database management software determines whichusers to route the process to based on information within the role record.Roles do not serve any function related to security authorizations. Thesecurity groups associated with a user ID determine the securityauthorization of that user.

Security elements provided by Tivoli Service Automation Manager

v To configure security in the Maximo environment, you must configure securitygroups, roles, users, persons, and person groups.

v Most of these activities are customer specific, and therefore need to beconfigured at your site.

v Tivoli Service Automation Manager provides a set of predefined groups androles to which your users can be mapped.

Here is an overview of the roles and security groups that are provided by TivoliService Automation Manager.

Table 10. Roles and groups provided by Tivoli Service Automation Manager

Role DescriptionPerson Group (8chars) Role (10 chars)

Security Group (mustbe created in LDAP)

Service Administrator TSAMSADM PMZHBSADM PMZHBSADM

Service Definition Designer TSAMSSDD PMZHBSSDD PMZHBSSDD

Service Definition Manager TSAMSSDM PMZHBSSDM PMZHBSSDM

Service Deployment Instance Manager TSAMSSIM PMZHBSSIM PMZHBSSIM

Service Deployment Instance Operator TSAMSSIO PMZHBSSIO PMZHBSSIO

Service Resource Allocation Manager TSAMSRAM PMZHBSRAM PMZHBSRAM

WebSphere Cluster Service

Performance - AIX Administrators TSAMPAXA PMZHBPAIXA PMZHBPAIXA

Performance - WAS Administrators TSAMPWAS PMZHBPWASA PMZHBPWASA

Performance - Linux Administrators TSAMPLXA PMZHBPLNXA PMZHBPLNXA

Performance Monitoring Administrator TSAMPPMA PMZHBPPMA PMZHBPPMA


Table 10. Roles and groups provided by Tivoli Service Automation Manager (continued)

Role DescriptionPerson Group (8chars) Role (10 chars)

Security Group (mustbe created in LDAP)

Self-Service Virtual Server Provisioning component

Tivoli Service Automation ManagerAdministrator (for Self-Service VirtualServer Provisioning)

Not applicablePMSCADMUSR PMSCMADMUSR

Note:

v A corresponding role exists for each security group. Therefore, a user who isassigned a task can easily also be configured to have authorization to accomplishthe task.

v The PMZHBTSAMR security group is a special security group that consists ofread authorization for all Tivoli Service Automation Manager applications. Theintent of this group is to simplify a configuration where, for example, a z/VMadministrator can gain read access to all other Tivoli Service AutomationManager-related applications.

v The PMZHBTSAMR security group also configures the Tivoli ServiceAutomation Manager Start Center.

v The security groups only contain authorizations to Tivoli Service AutomationManager applications. If a user in a certain role requires access to otherapplications, this must be configured by the local Maximo security administrator.

v The shipped configuration of each role includes a person group. All of theseperson groups contain only MAXADMIN as a person entry. Therefore, in thedefault configuration, all tasks are assigned to MAXADMIN. This can bere-configured with standard security tooling.

v For details on how to manage security (for example, creating roles, persons,person groups, and users), refer to the documentation that is supplied with theCCMDB product (although Tivoli Service Automation Manager does not actuallyuse it).

Pre-Configured Roles provided for Tivoli Service Automation Manager:

Service Definition ManagerThe Service Definition Manager role is designated for users who areresponsible for triggering and tracking new service definitions. This role isalso responsible for assigning the tasks for new definitions to designers,and to approve designed service definitions for instantiation.

Service Definition DesignerThe Service Definition Designer role is designated for users who areresponsible for creating new service definitions when instructed to do soby a service manager.

Service Deployment Instance OperatorThe Service Deployment Instance Operator is designated for users who areresponsible for instantiation of designed and approved service definitions.These users operate service instances, such as starting a job plan.

Chapter 3. Administering 65

For self-service offerings, users assigned to this group are authorized totroubleshoot unexpected problems that arise with the automatedfulfillment of service requests submitted by members of the PMRDPUSR(Offering Catalog user) group.

Service Deployment Instance ManagerThe Service Deployment Instance Manager role is designated for users whoare responsible for controlling and approving the execution of serviceinstances.

Service Resource Allocation ManagerThe Service Resource Allocation Manager role is designated for users whomanage the allocation of resources (CIs) to service instances. For example,servers that are represented in CIs can be allocated to a specific instance.

Service AdministratorThe Service Administrator role is a 'super user' for all aspects of servicedefinitions and instances. This user has the authority to exercise all thefunctions of a Service Deployment Instance Manager, Service DeploymentInstance Operator , Service Definition Designer, and Service DefinitionManager.

For self-service offerings, the administrator performs a series of tasks thatset up the applications to enable service requesters to initiate and managethe requests. This administrator also manages the offering catalog.

Performance: AIX AdministratorsUsers in this role are responsible for all kinds of performance and problemdetermination tasks related to AIX systems.

Performance: WAS AdministratorsUsers in this role are responsible for all kinds of performance and problemdetermination tasks related to WebSphere systems.

Performance: Linux AdministratorsUsers in this role are responsible for all kinds of performance and problemdetermination tasks related to Linux systems.

Performance Monitoring AdministratorUsers in this role are responsible for all kinds of problem determinationtasks. They have the authority to perform all tasks that are defined in theperformance and problem determination tasks.

Tivoli Service Automation Manager Administrator (for Self-Service VirtualServer Provisioning)

Users in this role perform various administrative tasks that are availableonly in the administrative interface, such as managing the offering catalogfor the Self-Service Virtual Server Provisioning component.

Security management in the self-service user interfaceIn the self-service user interface, the administrator defines user access and rightsby customer and team assignment, policy level, and security groups.

Each user is assigned to one customer, either the default global customer, or anyother specified by the requester. Optionally, a user is assigned to one or moreteams. A new security step is also introduced in the Create User and Modify Userrequests, where the requester specifies the privileges and permissions of the newuser. Permissions include the rights a user has to access data in the cloud, whichdepend on his policy level, and the rights that a user can grant to other users by


means of the grant option. Privileges are the requests a user can submit, and theyare managed by assignment to security groups. For each user, the followingsettings can be specified:v Customer

Administrators always create users in the context of the customer for which theyare working when they request that a user be created. The customer cannot bechanged later. If you have the required privileges, you can select a customer inthe title bar of the main panel before submitting any request.

v Team

Team assignment is not obligatory, but to be able to use a project, the user mustbe a member of the team that has access to this project. A user can be a memberof more than one team, but all of the teams must belong to the same customer.

v Policy level

Policy levels define which cloud objects or resources the user can access. Twopolicy levels are predefined:Cloud level

Users on this level can access the information and resources available inthe cloud, regardless of customer limits. They are assigned to a defaultglobal customer called PMRDPCUST.

Customer levelUsers in this level are always assigned to one customer only, and theycan access the information and resources for this exact customer only.

v Security groups

Each user can be assigned to seven predefined security groups. Each groupdefines which requests the user can submit, and what information they canaccess. Groups can be combined. When creating a user, you can also specify thegrant option for each security group. When the grant option is checked for asecurity group, the user is allowed to create new users and assign them to thatsecurity group. Security groups are described in detail in “Security groups in theself-service user interface.”

To create users for the self-service interface and add them to the teams, submit theappropriate requests in this interface.

In addition to the individual settings for user accounts, the administrator can alsoenable approval of self-service requests. Cloud administrators, cloud customeradministrators, and cloud approvers have permissions to approve the requests. If anew request for a customer is submitted, all the approvers assigned to thiscustomer are notified. Any of them can grant approval. The approval process isdisabled by default and all requests are auto-approved.

Security groups in the self-service user interface:

User authorizations for the Tivoli Service Automation Manager self-serviceinterface are managed with security groups. Group membership determines whichrequests the user can access. Seven predefined security groups are available in theself-service user interface.

A user can belong to more than one group. When you create a user, not only doyou select security groups, you also select the grant option for each group that theuser belongs to. When the grant option is enabled, the user can create new userswithin the security group.

The groups for the self-service user interface include:


|

|

||||

||||

|

Cloud administratorUsers in this role are the administrators of the cloud. They can be createdonly on Cloud Level Policy, and are always assigned to the PMRDPCUSTglobal customer. They can perform the following tasks:v Create customers based on customer templates and delete themv Modify their own informationv Register and unregister software imagesv Allow resource allocations and changes within the whole cloudv Check the status of projects and monitor the servers for all usersv Approve or deny provisioning requests made by cloud customer

administrators

Cloud customer administratorUsers in this role are administrators dedicated to individual customers.They can perform the following tasks:v Define new teams, user accounts, and the associated roles for their

customersv Modify their own informationv Allow allocations and changes to the resources assigned to their

customerv Check the status of projects and monitor the servers for their usersv Approve or deny provisioning requests made by team administrators

Cloud managerUsers in this role are the read-only administrators of the cloud. They canperform the following tasks:v On cloud level, check the status of projects and monitor the virtual

servers for any teamv On customer level, check the status of projects and monitor the virtual

servers assigned to the customer

ApproverUsers in this role are administrators who are dedicated to individualcustomers. They can perform the following tasks:v Check the status of projects, and see the service requests assigned to

their customerv Approve service requests associated with their customer

Security administratorUsers in this role can perform the following tasks:v Create new usersv Modify and delete existing users

Team administratorUsers in this role can perform the following tasks:v Place requests for provisioning servers and check the status of projectsv Monitor the serversv Change the server status or passwordv Log in and use the provisioned servers and applications

Team userUsers in this role can perform the following tasks:v View projects available for their team


||||

|

|

|

|

|

||

|||

||

|

||

|

|

|||

||

||

|||

||

|

||

|

|

||

|

|

|

|

||

|

v Check the status of the servers provisioned for their teamv Log in and use the provisioned servers and applications

Data segregation for service providersIn Tivoli Service Automation Manager 7.2.2, you can use the multi-customersupport feature to segregate data.

Starting with version 7.2.2, each user within a cloud other than cloud administratoris assigned to a customer. All the requests that these users submit are automaticallyassociated with that customer. A single cloud can support multiple customers, buteach user only sees the objects that are associated with the customer they areassigned to. Objects visible to an individual customer include bothcustomer-specific resources and resources that are shared among customers of acloud. Because the main focus is meeting the specific needs of all customers, it ispossible to customize data center resources so that they meet individualrequirements or are shared among customers. In this way, resources can be usedmore efficiently.

The data is filtered from the moment the users log on to the self-service userinterface, so that they see only the resources available for them. The datasegregation process runs on a level-based security policy. In Tivoli ServiceAutomation Manager 7.2.2, there are two predefined levels of visibility: cloud leveland cloud customer level.

Users on cloud level policy have unrestricted visibility:v They are assigned to the global customer PMRDPCUST.v They can see all resources within the cloud.v They can switch to a specific customer to work for only this customer.v They can work with objects that belong to different teams and users.

When working in the self-service user interface, such users must select a specificcustomer that they want to work for. The view is then filtered, so that they seeinformation related with this customer only.

On cloud customer level, users have restricted visibility:v Each user is assigned to exactly one customer.v Users can access only the objects associated with that customer.v Security group and team assignment impose further restrictions.

Customer-specific objects and sets of predefined data restrictions for those objectsare used to implement data segregation. New tasks make managingmultiple-customer clouds possible.

The customer management tasks are used to create, modify, and delete customers.Cloud administrators can create and delete customers in the self-service userinterface. They can use the administrative interface to create customer templates,and modify existing customers.

Another group comprises tasks that are related to configuration of data centerresources. Cloud administrators can assign data center resources to individual ormultiple customers. Those tasks are performed within the Cloud CustomerAdministration application in the administrative interface.

The Cloud Customer Administration application can also be used to define quotasand limits that are assigned to specific customers. Quotas are sets of limits for a


|

|

|

specific resource pool. These limits define the amount of resources that can berequested by an individual customer, for example the amount of storage. If servicerequests are submitted that involve modification of resources or reservation time,the framework checks whether the quotas in the requested pool allow for requestprocessing.

Administering customers and their resourcesAdministrators can manage customer-related objects in the Cloud CustomerAdministration application. Learn how to create customer templates, managecustomer-related resources, quotas, and limits by using this application.

Note: To manage cloud customers the administrator must use the Cloud CustomerAdministration application provided by Tivoli Service Automation Manager. Theapplication available in Go To > Service Provider (SP) > Customers (SP) is notsupported to modify or create cloud customers for Tivoli Service AutomationManager.

Tip: A Customer tab is also provided in the following applications:v Go To > Service Automation > Configuration > Cloud Server Pool

Administration

v Go To > Service Automation > Configuration > Cloud Storage PoolAdministration

v Go To > Service Automation > Configuration > Cloud NetworkAdministration

v Go To > IT Infrastructure > Image Library > Master Images

v Go To > IT Infrastructure > Software Catalog > Software Products

In the Customer tab, you can view a list of customers that have access to theselected resource. You can also use it to make the resource customer-independent(This feature is not supported for network).

Assigning resources to a customerUsing the Cloud Customer Administration application, the administrative user canmanage the resources of a customer. A customer can use only those resources thatare assigned to them or that are defined as customer independent by marking theAssigned to all customers? flag.

Before you begin

Ensure that the following resources have been configured correctly:v Server pools are configured in the Cloud Server Pool Administration application.v Network configuration is defined in the Cloud Network Administration

application.v Master images are discovered in the Image Library.v Optional: Additional storage resources are configured in the Cloud Storage Pool

Administration application.v Optional: Software products are configured.

Only configured resources can be assigned to the customer. The followingprocedure describes how to assign a resource to a particular customer. For moreinformation on making the resource available to all customers, see “Assigningresources to all customers” on page 72. Network resources cannot be sharedbetween customers.


Procedure1. Click Go To > Service Automation > Configuration > Cloud Customer

Administration.2. Select a customer.3. In the Associated Resources section, select the tab for the resource type that you

want to assign to the customer.4. Click the Assign Resource Type button under the table.5. In the dialog that opens, select the specific resources to be assigned to the

customer.6. Click Assign Resource Type.

Important: If you are planning to assign OS dependent software modules tothe customer, you also need to assign the software stack corresponding to theOS master image, and ensure that it has the required properties defined. Afterassigning the master image and the software module, perform the followingsteps:

a. In the Cloud Customer Administration Application click Detail Menu >Go To Master Images.

b. Next to the software stack click Detail Menu > Go To Software Stacks.c. In the Variables tab, ensure that the software stack has the following

variables defined:v exposetotivsam=1

v swType=OS

If they are not present, click New Row and add them.d. Click Return to return to the Cloud Customer Administration

Application.e. In the Software Modules tab, assign the software stack corresponding to

the image to the customer.f. Save the changes.

Results

The selected resources are listed in the table and available for the customer.

What to do nextv If server pools or storage pools are shared among multiple customers, you can

define quotas and limits for these resources. Proceed to “Defining quotas andlimits” on page 74.

v Regardless of whether the resources are currently in use or not, they can bereturned to the pool. Proceed to “Returning customer resources” on page 72.


Assigning resources to all customers:

For each resource type, apart from network, it is possible to assign it to allcustomers by default.

About this task

This task can be performed in the administrative user interface, in the applicationdedicated to administering a particular resource:v For server pools, select Go To > Service Automation > Configuration > Cloud

Server Pool Administration.v For storage pools, select Go To > Service Automation > Configuration > Cloud

Storage Pool Administration.v For master images, select Go To > IT Infrastructure > Image Library > Master

Images.v For software products, select Go To > IT Infrastructure > Software Catalog >

Software Products.

Each of these applications includes the Customers tab, where the assignment canbe specified.

Procedure

1. Open the administration application for the resource.2. Select the resource, and open the Customers tab.3. Select the Assigned to all customers? check box.

4. Click Save.

Results

The resource pool is now shared by all customers. It is also available to anycustomers created in the future.

Returning customer resourcesRegardless of whether the resources are currently in use by the customer or not,they can be returned to the pool.

Procedure1. Click Go To > Service Automation > Configuration > Cloud Customer

Administration.2. Select a customer.3. In the Associated Resources section, select the tab related to the resource.

4. In the table row related to the resource, click Return Resource.

Results

The customer is not able to request any further resources in this resource pool.Resources currently in use are not affected.


Creating customer templatesCloud customer templates can be created to facilitate the onboarding process ofnew customers.

About this task

Customer templates are defined in the Cloud Customer Administration applicationof the administrative user interface. They are used in the self-service user interfaceto create customers.

Procedure1. In the administrative user interface, click Go To > Service Automation >

Configuration > Cloud Customer Administration.

2. Click New Customer in the toolbar.3. Enter a value for customer name and fill in any other required fields.

4. To change the status of the customer to active, click Change Status in thetoolbar, and select ACTIVE from the New Status list.

5. Use the tabs in the Associated Resources section to assign selected resources tothe customer. In the selected tab:a. Click Assign resource.b. In the dialog window that opens, select the required resources and click

Assign resource.c. Repeat these steps for any other required resources.

6. Click Save.7. In the Quotas and Limits tab, assign quotas for server and storage pools:

a. In the Cloud Server Pool Quotas tab, click Add Cloud Server Pool Quota.b. In the dialog that is displayed, select the cloud server pool and click Add

Quota for Cloud Server Pools. You can now define limits for each resourceof the selected server pool.

c. Select the resource that you want to modify, and click View Details.d. In the Details section, you can specify the value of the limit and the value at

which a warning is issued. You can also activate the limit by selecting thecheck box.v Value: Specify the limit value for the selected resource.v Warning Value: Specify the limit at which warning is issued. This option

is only available if additional escalation is configured for warnings.v Active?: Select this check box to activate the limit.v Escalation Role: Specify if additional escalation is configured.

For more information about defining quotas and limits, see “Definingquotas and limits” on page 74.

e. Repeat the steps in the Cloud Storage Pool Quotas tab.

f. Click Save.

Results

The customer template is available in the Create Customer request in theself-service user interface. When a template is selected in the request, the values forresources and quota limits defined in this template are copied to the new customer


object. No additional configuration is required. However, the resources and limitsfor a customer created from a template can still be modified in the administrativeinterface.

Defining quotas and limitsYou can use the Cloud Customer Administration application in the administrativeuser interface to define limits for selected customers on the usage of server andstorage resources.

If a service provider shares resources among multiple customers, reservation limitsmight be necessary for each customer. For example, if a storage pool of 100 GB isshared between customer A and customer B, the service provider can set a limit of50 GB for customer A and 50 GB for customer B. Otherwise, one customer mightbe able to reserve all of the resources.

If limits are activated, a quota check is performed for each incoming servicerequest. The system determines whether the limit has been reached for thecustomer. If the limit is reached, the service request fails. The check is performedfor Create Project, Add Server, Modify Server, and Modify Reservation requests inthe self-service user interface. The quota check is performed automatically whenthe request is submitted, or manually whenever the user clicks the CheckResources button to verify that the resources are available. The quota check isperformed with an offset of 8 hours to the scheduled end time of the project inorder to reflect the decommissioning time of the project.

The Limits section in the Quotas and Limits tab also shows the actual reservationof the resource in the pool. A bar chart depicts how much of the availableresources in the pool are currently being used by the customer. The chart does notaccount for resources reserved for the future.

Quotas and limits can be defined or modified at any time in the customer lifecycle. If limits are decreased to the point where the amount of reserved resources ishigher than the limit, the customer users are not able to request any furtherresources from that resource pool.

Before you begin

A quota can be defined for cloud server pool and cloud storage pool resources andlimits can be defined for each quota. Quotas can only be defined on resource poolsthat are assigned to the selected customer. For cloud server pools, limits for CPU,memory, and file system capacity can be defined, and for cloud storage pools limitfor additional disks capacity can be defined. The following table lists the types ofquotas and limits available:

Table 11. Types of quotas and limits

Quota Type Limit Type Limit Type DescriptionMeasureUnit

Cloud serverpool

COMPUTERSYSTEM_MEMORYSIZE Amount of memory GB

COMPUTERSYSTEM_PROCESSCAPACITYUNITS 10th of physical CPU

COMPUTERSYSTEM_NUMCPUS Number of virtual CPUs

FILESYSTEM_CAPACITY Amount of default disk space GB

Cloudstorage pool

FILESYSTEM_CAPACITY Amount of storage on additionaldisks

GB



Configuration > Cloud Customer Administration.2. In the List tab, select a customer.3. Open the Quotas and Limits tab, and define quotas for pools in the Cloud

Server Pool Quotas and Cloud Storage Pool Quotas tabs:a. Click Add Resource Pool Quota.b. In the dialog window that opens, select the required resources.c. Click Add Quota to Resource Pool.

Default quotas are now defined and no limits are assigned to a customer.4. Define the limits for each quota that requires them:

a. Select a quota to set its limits. The Limits table shows the default values forthis quota.

b. Select limit type and click View Details.c. In the Details section, specify the Value field. You can also specify the

Warning Value if additional escalation is configured for this value.d. Repeat these steps for the remaining limit types.

5. When all limits for the quotas are defined, click Save.

What to do next

You can activate or deactivate each quota and limit. For more information see“Activating and deactivating quotas and limits”

Activating and deactivating quotas and limitsAfter you define quotas for resources, you can activate or deactivate them. Alllimits are active by default, but they can also be deactivated.

About this task

When a quota is inactive, the limit check is not performed, and customer users canreserve all resources in the assigned pool. When you activate a quota, all limits forthis quota are also activated.


Configuration > Cloud Customer Administration.2. In the List tab, select a customer.3. In the Quotas and Limits tab, select a quota.4. In the Active column of the Quotas table, select or clear the check box.5. Optionally, you can deactivate a selected limit in the active quota by clearing

the check box next to it in the Limits table.

6. Click Save.


Administering Tivoli MonitoringTo fully use the monitoring capabilities available in Service Delivery Manager,customize your environment by performing some administrative tasks. Use thissection to perform configuration tasks and manage real-time, and historical reports.

Before you begin

This section contains only the tasks that are specific to Service Delivery Manager.Other administrative tasks performed within Tivoli Monitoring are described indetail in the IBM Tivoli Monitoring information center.

Viewing real-time monitoring reportsIBM Tivoli Monitoring presents a wide range of reports in predefined workspacesin the Tivoli Enterprise Portal.

Procedure1. Log on to the Tivoli Enterprise Portal with the administrative credentials.2. In the Navigator section, expand the folder that corresponds to the agent for

which you want to see the data.3. Click the name of the workspace that you want to display.

The list of available workspaces varies depending on the monitoring agent thathas been deployed. For more information, see the IBM Tivoli MonitoringInformation Center.

Configuring historical eventsWithin IBM Tivoli Monitoring, you can view historical monitoring reports thatinclude data for past events that is collected according to your needs. Learn how toconfigure historical data collection so that the historical events are tracked asneeded.

Before you begin

For some of the agents, default historical data collection settings are configuredautomatically. See the list of settings that are ready for immediate use in “Defaulthistorical events collected by data warehouse” on page 77.

Procedure1. Log on to the Tivoli Enterprise Portal user interface as sysadmin.2. Click Edit > History Configuration.3. From the list of monitored applications, select the application for which you

want to configure the data collection settings.4. In the Select Attribute Group(s) table, highlight the row with the required

attribute.5. In the Configuration Controls section, configure the summarization and

pruning processes:a. In the Summarization section, select the check boxes with the required

intervals.b. In the Pruning section, select the check boxes with the required intervals

and specify the time frames for pruning processes.6. Click Apply and verify changes in the Select Attribute Group(s) table.7. Click OK.


http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=/com.ibm.itm.doc_6.2.2fp2/welcome.htm

http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=/com.ibm.itm.doc_6.2.2fp2/welcome.htm

Default historical events collected by data warehouseWithin IBM Tivoli Monitoring, you can collect and view historical data in the formof reports. You can configure historical data collection so that the historical eventsare tracked according to your specific needs. You can also use events that areconfigured automatically. See the list of settings that are ready for immediate use.

System x Windows OS agent

Table 12. Default historical events settings for Windows OS agent

Historical event Interval System p System x

Network Interface 1 hour v

Logical Disk 15 minutes v

Memory 15 minutes v

Physical Disk 15 minutes v

Processor 15 minutes v

Server 15 minutes v

System 15 minutes v

System x Linux OS agent

Table 13. Default historical events settings for Linux OS agent


CPU 15 minutes v

CPU Averages 15 minutes v

CPU Config 15 minutes v

Disk 15 minutes v

Disk IO 15 minutes v

Disk Usage Trends 15 minutes v

IO Ext 15 minutes v

IP Address 15 minutes v

Network 15 minutes v

NFS Statistics 15 minutes v

OS Config 15 minutes v

RPC Statistics 15 minutes v

Sockets Status 15 minutes v

Swap Rate 15 minutes v

System Statistics 15 minutes v

User Login 15 minutes v

VM Stats 15 minutes v

System p UNIX agent

Table 14. Default historical events settings for UNIX agent


Disk 15 minutes v


Table 14. Default historical events settings for UNIX agent (continued)


Disk_Performance 15 minutes v

N_F_S_and_R_P_C_Statistics 15 minutes v

Network 15 minutes v

SMP_CPU 15 minutes v

System 15 minutes v

UNIX_IP_Address 15 minutes v

Unix_Memory 15 minutes v

Warehouse Proxy agent

Table 15. Default historical events settings for Warehouse Proxy agent


KHD LAST ERROR DETAILS 15 minutes v v

KHD LOAD STATISTICS 15 minutes v v

KHD NODE LIST 15 minutes v v

KHD RPCSOURCE STATISTICS 15 minutes v v

KHD WORK QUEUE 15 minutes v v

Summarization and Pruning agent

Table 16. Default historical events settings for Summarization and Pruning agent


KSY CONNECTIVITY 15 minutes v v

KSY NODE FAILURES 15 minutes v v

KSY SUMMARIZATION CONFIG 15 minutes v v

KSY SUMMARIZATION STATISTICS 15 minutes v v

KSY TABLE STATISTICS 15 minutes v v

Performance analyzer agent

Table 17. Default historical events settings for Performance analyzer agent


CPU Utilization LT Fcast 15 minutes v v

CPU Utilization LT Status 15 minutes v v

Disk Health 15 minutes v v

Disk Utilization LT Fcast 15 minutes v v

Disk Utilization LT Status 15 minutes v v

Generic 64 Arithmetic 15 minutes v v

Generic 64 LT Fcast 15 minutes v v

Generic 64 LT Status 15 minutes v v

Generic Arithmetic 15 minutes v v

Generic D Arithmetic 15 minutes v v


Table 17. Default historical events settings for Performance analyzer agent (continued)


Generic D LT Fcast 15 minutes v v

Generic D LT Status 15 minutes v v

Generic D64 Arithmetic 15 minutes v v

Generic D64 LT Fcast 15 minutes v v

Generic D64 LT Status 15 minutes v v

Generic LT Fcast 15 minutes v v

Generic LT Status 15 minutes v v

KPA T MOSWOS AGENT 15 minutes v v

KPA T MOSWOS DB 15 minutes v v

KPA T MOSWOS SUB AGENT 15 minutes v v

KPA T MOSWOS TASK 15 minutes v v

Mem Utilization LT Fcast 15 minutes v v

Mem Utilization LT Status 15 minutes v v

Net Traffic In LT Fcast 15 minutes v v

Net Traffic In LT Status 15 minutes v v

Net Traffic Out LT Fcast 15 minutes v v

Net Traffic Out LT Status 15 minutes v v

System Health 15 minutes v v

System x VMware VI agent

Table 18. Default historical events settings for VMware VI agent


KVM CLUSTERED RESOURCE POOLS 15 minutes v

KVM CLUSTERED SERVERS 15 minutes v

KVM CLUSTERED VIRTUAL MACHINES 15 minutes v

KVM CLUSTERS 15 minutes v

KVM ESX PERFORMANCE OBJECTSTATUS

15 minutes v

KVM EVENTS 15 minutes v

KVM PERFORMANCE OBJECT STATUS 15 minutes v

KVM RESOURCE POOL CPU 15 minutes v

KVM RESOURCE POOL GENERAL 15 minutes v

KVM RESOURCE POOL MEMORY 15 minutes v

KVM SERVER 15 minutes v

KVM SERVER CPU 15 minutes v

KVM SERVER DATASTORE 15 minutes v

KVM SERVER DISK 15 minutes v

KVM SERVER MEMORY 15 minutes v

KVM SERVER NETWORK 15 minutes v

KVM SUBNODE EVENTS 15 minutes v


Table 18. Default historical events settings for VMware VI agent (continued)


KVM VIRTUAL MACHINES 15 minutes v

KVM VM CPU 15 minutes v

KVM VM DISK 15 minutes v

KVM VM MEMORY 15 minutes v

KVM VM NETWORK 15 minutes v

KVM VM PARTITION 15 minutes v

Active Energy Manager agent

Table 19. Default historical events settings for Active Energy Manager agent


KE9 AC PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 ALL MANAGED OBJECTS POWERDATA

15 minutes v v

KE9 ALL BLADECENTERS POWER DATA 15 minutes v v

KE9 ALL CRAC DATA 15 minutes v v

KE9 ALL PDUS POWER DATA 15 minutes v v

KE9 ALL PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 ALL RACKS POWER DATA 15 minutes v v

KE9 ALL RACK SERVERS POWER DATA 15 minutes v v

KE9 ALL SENSOR DATA 15 minutes v v

KE9 ALL SYSTEM Z10 ECS POWER DATA 15 minutes v v

KE9 ALL UPS POWER DATA 15 minutes v v

KE9 BLADECENTER POWER DATA 15 minutes v v

KE9 BC PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 CRAC DATA 15 minutes v v

KE9 PDU POWER DATA 15 minutes v v

KE9 PDU PERFORMANCE OBJECTSTATUS

15 minutes v v

KE9 PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 RACK POWER DATA 15 minutes v v

KE9 RK PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 RACK SERVER POWER DATA 15 minutes v v

KE9 RS PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 SENSOR DATA 15 minutes v v

KE9 SNS PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 SYSTEM Z10 EC POWER DATA 15 minutes v v

KE9 SZ PERFORMANCE OBJECT STATUS 15 minutes v v

KE9 THREAD POOL STATUS 15 minutes v v

KE9 UPS POWER DATA 15 minutes v v

KE9 UPS PERFORMANCE OBJECT STATUS 15 minutes v v


System p System P Agent

Table 20. Default historical events settings for System P Agent


KP5_CPU_DETAIL 15 minutes v

KP5_CPU_SUMMARY 15 minutes v

KP5_FILE_SYSTEMS 15 minutes v

KP5_LOGICAL_PARTITION 15 minutes v

KP5_LOGICAL_VOLUMES 15 minutes v

KP5_NETWORK_INTERFACES 15 minutes v

KP5_NIM_RESOURCES 15 minutes v

KP5_PAGING_SPACE 15 minutes v

KP5_PERFORMANCE_OBJECT_STATUS 15 minutes v

KP5_PHYSICAL_MEMORY 15 minutes v

KP5_PHYSICAL_VOLUMES 15 minutes v

KP5_PRINT_QUEUES 15 minutes v

KP5_TOP_50_CPU_PROCESSES 15 minutes v

KP5_TOP_50_MEMORY_PROCESSES 15 minutes v

KP5_VIRTUAL_MEMORY_MANAGEMENT 15 minutes v

KP5_VOLUME_GROUPS 15 minutes v

System p CEC Base agent

Table 21. Default historical events settings for CEC Base agent


KPK_GLOBAL_CEC 15 minutes v

KPK_PER_LPAR 15 minutes v

KPK_CPU_POOLS 15 minutes v

KPK_MON_LPARS 15 minutes v

KPK_MON_UNMON_ALLOC 15 minutes v

KPK_AMS_POOLS 15 minutes v

KPK_PERFORMANCE_OBJECT_STATUS 15 minutes v

System p HMC Base agent

Table 22. Default historical events settings for HMC Base agent


KPH_CPU_SUMMARY 15 minutes v

KPH_PAGING_SPACE 15 minutes v

KPH_PHYSICAL_MEMORY 15 minutes v

KPH_FILE_SYSTEMS 15 minutes v

KPH_PERFORMANCE_OBJECT_STATUS 15 minutes v


System p AIX Premium agent

Table 23. Default historical events settings for AIX Premium agent


KPX_AMS_POOL 15 minutes v

KPX_CPU_DETAIL 15 minutes v

KPX_CPU_SUMMARY 15 minutes v

KPX_DEVICES 15 minutes v

KPX_DISKS 15 minutes v

KPX_FILE_SYSTEMS 15 minutes v

KPX_INTERNET_PROTOCOL_DETAIL 15 minutes v

KPX_INTERNET_PROTOCOL_SUMMARY 15 minutes v

KPX_LOGICAL_PARTITION 15 minutes v

KPX_LOGICAL_VOLUMES 15 minutes v

KPX_MPIO_ATTRIBUTES 15 minutes v

KPX_MPIO_STATUS 15 minutes v

KPX_NETWORK_ADAPTERS_RATES 15 minutes v

KPX_NETWORK_INTERFACES 15 minutes v

KPX_PAGING_SPACE 15 minutes v

KPX_PERFORMANCE_OBJECT_STATUS 15 minutes v

KPX_PHYSICAL_MEMORY 15 minutes v

KPX_PHYSICAL_VOLUMES 15 minutes v

KPX_PROCESSES_SUMMARY 15 minutes v

KPX_QUALITY_OF_SERVICE 15 minutes v

KPX_SYSTEM_CALL 15 minutes v

KPX_SYSTEM_IO 15 minutes v

KPX_TCP 15 minutes v

KPX_VIRTUAL_MEMORY_MANAGEMENT 15 minutes v

KPX_VOLUME_GROUPS 15 minutes v

KPX_WORKLOAD_MANAGER 15 minutes v

KPX_WPAR_CPU 15 minutes v

KPX_WPAR_FILESYSTEM 15 minutes v

KPX_WPAR_INFORMATION 15 minutes v

KPX_WPAR_NETWORK 15 minutes v

KPX_WPAR_PHYSICAL_MEMORY 15 minutes v

KVA_AMS_POOL 15 minutes v

KVA_CPU_DETAIL 15 minutes v

KVA_CPU_SUMMARY 15 minutes v

KVA_DEVICES 15 minutes v

KVA_DISKS 15 minutes v

KVA_FILE_SYSTEMS 15 minutes v

KVA_INTERNET_PROTOCOL_DETAIL 15 minutes v


Table 23. Default historical events settings for AIX Premium agent (continued)


KVA_INTERNET_PROTOCOL_SUMMARY 15 minutes v

KVA_LOGICAL_PARTITION 15 minutes v

KVA_LOGICAL_VOLUMES 15 minutes v

KVA_MPIO_ATTRIBUTES 15 minutes v

KVA_MPIO_STATUS 15 minutes v

KVA_NETWORK_ADAPTERS_RATES 15 minutes v

KVA_NETWORK_MAPPINGS 15 minutes v

KVA_PAGING_SPACE 15 minutes v

KVA_PHYSICAL_MEMORY 15 minutes v

KVA_PHYSICAL_VOLUMES 15 minutes v

KVA_PROCESSES_SUMMARY 15 minutes v

KVA_QUALITY_OF_SERVICE 15 minutes v

KVA_SHARED_ETHERNET_ADAPTER 15 minutes v

KVA_STORAGE_MAPPINGS 15 minutes v

KVA_SYSTEM_CALL 15 minutes v

KVA_SYSTEM_IO 15 minutes v

KVA_TCP 15 minutes v

KVA_VIRTUAL_MEMORY_MANAGEMENT 15 minutes v

KVA_VOLUME_GROUPS 15 minutes v

Creating and deleting historical data collectionYou can use the History Collection Configuration window in Tivoli EnterprisePortal to configure new historical collections based on the configuration settingsthat you specified before, or delete the existing collections.

Procedure1. Log on to the Tivoli Enterprise Portal user interface as sysadmin.2. Click Edit > History Configuration.3. To create a new collection:

a. Right-click the monitored application for which you want to create acollection and select Create new collection setting.

b. Provide a name and description for the collection.c. Select the attribute group that you configured in “Configuring historical

events” on page 76, and click OK.4. To delete an existing collection:

a. Click the monitored application to view its collections.b. Right-click the collection that you want to delete and select Delete

collection setting.


Configuring warehouse-related agentsWarehouse-related agents run only if the warehouse database is configured. Verifyand specify values and parameters for Performance Analytics for TEP,Summarization and Pruning agent, and Warehouse Proxy agent so that the settingsare proper for your environment.

Configuring Performance Analytics for TEPIBM Tivoli Performance Analytics for Tivoli Enterprise Portal helps you managethe performance and availability of your operating system and applications.Configure this agent so that it better meets your needs.

Procedure1. Log on to ITM_image as virtuser.2. Type /opt/IBM/ITM/bin/CandleManage.3. Right-click Performance Analytics for TEP and select Configure.4. In the Agent Configuration panel, edit the credentials for accessing the

database.5. Click OK.6. Restart the agent as virtuser.

Configuring the Summarization and Pruning agentThe Summarization and Pruning agent defines for how long the data must becollected (pruning) and how often the historical data are aggregated(summarization) in the warehouse database. It is a Java application that usesmultiple independent threads. Specify parameters and log settings so that you canfully use the capabilities of this agent.

Before you begin

Read more about the Summarization and Pruning agent at: http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=/com.ibm.itm.doc/ITM62_Deploy86.htm

Procedure1. Log on to ITM_image as virtuser.2. Type /opt/IBM/ITM/bin/CandleManage.3. Right-click Summarization and Pruning Agent and select Configure.4. Click the AgentParameters tab.5. In the Sources tab, edit the credentials for accessing the database.

Note: Verify that TEP Server Host and TEP Server Port point to the system onwhich Tivoli Enterprise Portal Server is running.

6. In the Scheduling tab, specify the time frames for running the agent.7. In the Additional parameters tab, specify summarization parameters.8. In the Work Days tab, specify shift hours and vacation days for running the

agent.9. In the Log Parameters tab, specify the times for keeping log data.

10. Click Save.11. Restart the agent as virtuser.


http://publib.boulder.ibm.com/infocenter/tivihelp/v15r1/index.jsp?topic=/com.ibm.itm.doc/ITM62_Deploy86.htm



Configuring the Warehouse Proxy agentThe Warehouse Proxy Agent is a special server process that writes long-termhistorical data to the Tivoli Data Warehouse. This long-term data is written basedon historical data that is sent by monitoring agents and servers periodically. Tobetter use the monitoring capabilities of this agent, configure it according to yourneeds.

Procedure1. Log on to ITM_image as virtuser.2. Type /opt/IBM/ITM/bin/CandleManage.3. Right-click the Warehouse Proxy agent and select Configure.4. Select the Agent Parameters tab.5. Edit the credentials for accessing the database.6. To verify that the specified data is correct, click Test database connection.7. Click Save.8. Restart the agent as virtuser.

Configuring Monitoring Agent for VMware VI (System x)Monitoring Agent for VMware VI is specific to System x. You can verify andspecify values and parameters for this agent.

Procedure1. Log on as virtuser.2. Type: /opt/IBM/ITM/bin/CandleManage.3. Right-click Monitoring Agent for VMware VI and select Configure.4. Select the required instance.5. Click the Data Provider tab and enter credentials to run logs for your

environment.6. Click the IBM System Director tab.7. In IBM Systems Director Server Address field, enter the address for system

director configured for your environment.8. Click the Storage Agent tab.9. Optional: Add the message sequence number for storage agent.

10. Optional: In the Data Source tab, update the password.11. Click OK.12. Click Save.13. Restart the agent as virtuser.

If you need to add one more instance to the monitoring agent for VMware VI,you can use the create_ITM_VI_instane.sh command.For more information about configuring Monitoring Agent for VMware VI, seehttp://publib.boulder.ibm.com/infocenter/tivihelp/v30r1/topic/com.ibm.tivoli.itmvs.doc/vmware622_user.pdf.


http://publib.boulder.ibm.com/infocenter/tivihelp/v30r1/topic/com.ibm.tivoli.itmvs.doc/vmware622_user.pdf

http://publib.boulder.ibm.com/infocenter/tivihelp/v30r1/topic/com.ibm.tivoli.itmvs.doc/vmware622_user.pdf

Administering Tivoli Usage and Accounting ManagerLearn how to use the usage and accounting capabilities available in IBM ServiceDelivery Manager.

Scheduling the usage and accounting reportsThe usage and accounting reports are generated automatically at 1:00 a.m. everyday by default. Using the administrative user interface, you can change theschedule of these reports.

Procedure1. Log in to the Tivoli Service Automation Manager administrative user interface.2. Click Go To > System Configuration > Platform Configuration > Escalations.3. In the Escalation field, enter PMZHBCRMD and press Enter.4. Click PMZHBCRMD. The details for this escalation display.5. From the Select Action menu in the toolbar, click Activate/Deactivate.6. Click on the calendar icon next to the Schedule field to change the schedule.7. Select Activate/Deactivate from the Select Action menu.8. In the toolbar, click the Save icon.

Synchronizing Tivoli Usage and Accounting Manager userswith Tivoli Integrated Portal user interface

By using the Tivoli Usage and Accounting Manager cloud extension, yousynchronize the Tivoli Service Automation Manager users with Tivoli Usage andAccounting Manager but not with the Tivoli Integrated Portal. Perform this task tosynchronize Tivoli Usage and Accounting Manager with the Tivoli IntegratedPortal user interface.

About this task

You perform this task, to make it possible for the users to log on to the TivoliIntegrated Portal user interface and the Tivoli Service Automation Managerself-service user interface by using the same user names. This task must beperformed so that users have access to the Tivoli Integrated Portal user interface togenerate Tivoli Usage and Accounting Manager reports.

Procedure1. Log on to the Tivoli Integrated Portal user interface as virtuser.2. To create a user, click Users and Groups > Manage Users > Create....3. Click Users and Groups > Manager Roles.4. Select the user that you created.5. Select the tcrPortalOperator role.6. Link the created Tivoli Integrated Portal user with the Tivoli Usage and

Accounting Manager user:a. Click Identity and Access > Usage and Accounting > Users.b. Select the user that you created in step 2.c. Click the search button and select the Tivoli Usage and Accounting Manager

to link the two users together.


Running the usage and accounting reportsStarting with IBM Service Delivery Manager version 7.2.2, you can display TivoliUsage and Accounting Manager using Tivoli Common Reporting.

About this task

The usage and accounting reports available within Tivoli Integrated Portal areCognos® reports. Before you begin, see the list of the available Tivoli Usage andAccounting Manager reports available via Tivoli Common Reporting.

Table 24. Tivoli Usage and Accounting Manager Cognos reports

Folder Spreadsheet name

Account reports Account Summary YTD

Monthly Crosstab - Usage

Invoices Invoice by Account Level

Invoice Detail by RateGroup and Date

Invoice Detail Line Item Resource Units byIdentifiers

Run Total Invoice

Other Client Report

Configuration Report

Rate Report

Resource Detail Detail by Identifier

Detail by Multiple Identifiers

Template Template Account Code Date

Template Account Code Year

Template Report

Trend Resource Usage Trend

For more information about the reports, see Reports within the Tivoli Usage andAccounting Manager information center.

Procedure1. Log on to TUAM_image as virtuser.2. In the menu on the left side, click Reporting > Common Reporting.3. Click IBM Tivoli Usage and Accounting Manager (TUAM).4. Click the required set of reports, then find and select the report that you want

to view.5. Set the parameters for the displayed report.

Note: The reports differ from one another in terms of the required settings. Formore information about usage and accounting report parameters, see Usingreport parameters within the Tivoli Usage and Accounting Manager informationcenter.

6. Click Finish.


http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ituam.doc_7.3/reports/r_reports_intro.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ituam.doc_7.3/admin_reports/c_using_report_parameters.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ituam.doc_7.3/admin_reports/c_using_report_parameters.html

Project account and the account code structureIf you are planning to use the Tivoli Usage and Accounting Manager reportingfunction, each team in the self-service user interface must be assigned a projectaccount. The project account value is part of the account code structure that isdefined in Tivoli Usage and Accounting Manager.

The account code structure reflects the chargeback hierarchy for the organization.Tivoli Usage and Accounting Manager uses an account code to identify entities forbilling and reporting. This code determines how Usage and Accounting Managerinterprets and reports input data.

The account code consists of the following elements:

The default account code structure to be used to display the usage and accountingreports is called CloudStandard, and it consists of the following elements:

Table 25. CloudStandard Account Code Structure format

Level Description Header Full Length

1 Customer 12 12

2 Project Account 20 32

3 Team 8 40

Changing the rate values for the Tivoli Service AutomationManager rate group

Rate group is a logical group used for grouping resources on invoices and otherreports and for detailed reporting. You can change the predefined rates for theTivoli Service Automation Manager rate group.

About this task

To change the rate value:

Procedure1. In the Integrated Solutions Console, click Usage and Accounting Manager >

Chargeback Maintenance > Rates The following predefined rates aredisplayed:

Table 26. Predefined Rates in Tivoli Service Automation Manager

Rate Code Rate Description Rate Value Comment

SERVHRS TivSAM assigned server hours 42.0 the time a server isallocated to a project

CPUHRS TivSAM assigned CPU hours 0.7 the time one or moreCPUs are allocated toa server

MEMMBHRSTivSAM

assigned memory inmegabyte hours

0.003 the time megabytes(MB) of memory areallocated to a server

STGGBHRS assigned storage ingigabyte hours

0.003 the time gigabytes(GB) of storage areallocated to a server

2. Click the rate that you want to change to edit it.


3. Edit the Rate Value field as required.4. Click OK.

Modifying physical resourcesYou may need to add or remove the physical resources (for example, blade, disk)from the IBM Service Delivery Manager hardware. When hardware configurationchanges, you need to run the Virtual Center Discovery.

Procedure1. In the Tivoli Service Automation Manager administrative user interface, select

Go To > Service Automation > Cloud Pool Administration.2. Search for and select the cloud pool affected by the hardware change.3. Find the required discovery and click it.

Creating an administrative role for VMware usersTo access and administer the VMware system, users must log on to the vCenterserver and they must have administrative permissions. You can create acustomized VMware user role with the permissions that make it possible toperform administrative tasks. Then, you can associate the new role with a specificuser or group of users.

Before you begin

You must be logged on as a user with Aministrator rights.

Procedure1. In the vSphere Client Home page, click Administration > Roles > Add roles.2. In the Add New Role panel:

a. Type the Name for the new role.b. Select at least the following privileges:

Table 27. The minimum rights of a VMware administrative user

Privilege name Options to be selected

Datastore v Allocate space

v Browse DataStore

Distributed Virtual Port Group v Create

v Modify

v Delete

Network v Assign Network

v Configure

v Move Network

Resources v Assign virtual machine to resource pool

Virtual Machine Select all permissions in this group.

c. Click OK.


|

|

Appendix A. Accessibility features

Accessibility features help a user who has a physical disability, such as restrictedmobility or limited vision, to use software products successfully. The majoraccessibility features of IBM Service Delivery Manager are described in this topic.

Accessibility features

User documentation provided in HTML and PDF format. Descriptive text isprovided for all documentation images.

The IT Service Management Information Center, and its related publications, areaccessibility-enabled.

Related accessibility information

You can view the publications for IBM Service Delivery Manager in AdobePortable Document Format (PDF) using the Adobe Reader. PDF versions of thedocumentation are available in the information center.

IBM and accessibility

See the IBM Human Ability and Accessibility Center for more information aboutthe commitment that IBM has to accessibility.


http://www.ibm.com/able

Appendix B. Troubleshooting and error recovery

This section describes selected error situations and recommended procedures toresolve them.

Note: This troubleshooting section describes only the problems specific to IBMService Delivery Manager. You may need to consult the troubleshooting section theTivoli Service Automation Manager information center for problems related to thissoftware.

Trace loggingTrace logs capture information about the operating environment when componentsoftware fails to operate as intended.

Generally, any logs of the IBM Service Delivery Manager software stack items arestored in respective folders under the /opt/IBM path. For example:v /opt/IBM/SC/logs contains Service Connection engine logs.v /opt/IBM/tsam/logs contains Tivoli Service Automation Manager logs.v /opt/IBM/ITM/logs contains the IBM Tivoli Monitoring agent logs.

Exceptions are the Tivoli Provisioning Manager and TIO engine logs which areplaced in /usr/ibm/tivoli/common/COP/logs.

Tivoli Usage and Accounting Manager logs for job file execution can be browsedfrom Tivoli Integrated Portal by selecting Task Management > Job Runner > LogFiles. Message and trace log files for Tivoli Usage and Accounting Manager can befound in /opt/IBM/tivoli/tuam/logs on the Tivoli Usage and Accounting Managervirtual image.

To find out where the logs are saved for each of the components of the Tivolisoftware stack, and how to read them, refer to the respective sections in theproduct documentation:

Tivoli Service Automation Manager

See Tivoli Service Automation Manager version 7.2.2 documentation > Troubleshootingand error recovery > Trace logging.

Tivoli Usage and Accounting Manager

See the Using log files section in the Tivoli Usage and Accounting Managerinformation center at:http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ituam.doc_7.3/troubleshooting/c_using_log_files_intro.html

Tivoli Monitoring

See the Trace logging section in the Tivoli Monitoring information center at:http://publib.boulder.ibm.com/infocenter/tivihelp/v24r1/index.jsp?topic=/com.ibm.itm.doc_6.2.2fp2/itm_troubleshoot33.htm


http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ituam.doc_7.3/troubleshooting/c_using_log_files_intro.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.ituam.doc_7.3/troubleshooting/c_using_log_files_intro.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v24r1/index.jsp?topic=/com.ibm.itm.doc_6.2.2fp2/itm_troubleshoot33.htm

http://publib.boulder.ibm.com/infocenter/tivihelp/v24r1/index.jsp?topic=/com.ibm.itm.doc_6.2.2fp2/itm_troubleshoot33.htm

Tivoli Common Reporting

See the Using log files for troubleshooting topic in the Tivoli Common Reportinginformation center:Tivoli Common Reporting, Version 2.1 at http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.tcr.doc_21/ttcr_logtrace.htmlTivoli Common Reporting, Version 1.3 at http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.tcr_cog.doc/ttcr_logtrace.html

Tivoli System Automation

See the How to obtain troubleshooting information section in the Tivoli SystemAutomation for Multiplatforms Administrator's and User's Guide available in theproduct information center at:http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.samp.doc_3.2/welcome.html

Tivoli Provisioning Manager

To change the Tivoli Provisioning Manager logging level, see the Configuring log4jdynamically topic in the Tivoli Provisioning Manager information center athttp://publib.boulder.ibm.com/infocenter/tivihelp/v45r1/topic/com.ibm.support.tpm.doc/logs/rtrblog_configuringlog4j.html

IBM Systems Director VMControl

See the Troubleshooting and support section in the IBM Systems Director V6.2.1Information Center at http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.director.tbs.helps.doc/fqm0_r_tbs_solving_problems.html.

IBM Service Delivery Manager

Traces and logs related to the configuration activity performed at the very firststartup of the virtual image can be found in the following paths:v /opt/IBM/SC/log

v /opt/IBM/AE/log

v /var/log

Log files concerning serviceability information and errors related to URLredirection on the NFS_image can be found in the following paths:v /opt/IBM/HTTPServer/logs/

v /opt/IBM/HTTPServer/Plugins/logs


|

||||||||

|

||||

|

||

|

|

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.tcr.doc_21/ttcr_logtrace.html



http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.tcr_cog.doc/ttcr_logtrace.html



http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.samp.doc_3.2/welcome.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/topic/com.ibm.samp.doc_3.2/welcome.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v45r1/topic/com.ibm.support.tpm.doc/logs/rtrblog_configuringlog4j.html

http://publib.boulder.ibm.com/infocenter/tivihelp/v45r1/topic/com.ibm.support.tpm.doc/logs/rtrblog_configuringlog4j.html

http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.director.tbs.helps.doc/fqm0_r_tbs_solving_problems.html

http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.director.tbs.helps.doc/fqm0_r_tbs_solving_problems.html

Problems related to using the productThis topic describes problems that you might encounter when using IBM ServiceDelivery Manager.

System p

On System p the Service Connection Engine does not start atactivation time

Reason: It might happen that, at activation time, the Service Connection Enginedoes not start on one of the virtual images because the script ConfigSC.sh did notrun.

Solution: To solve the problem run the following steps:1. Open a console on the virtual image where the problem occurred.2. Run /opt/IBM/AE/AE.sh -i /etc/ovf-transport/ovf-env.xml .3. Select yes only for Activate ConfigSC as it is described here below:

Activate ConfigSSH. Continue(y/n)? [y]nActivate ConfigNTP. Continue(y/n)? [y]nActivate ConfigSC. Continue(y/n)? [y]y

Unable to take snapshots of the virtual machines with shareddisks

VMware does not support taking snapshots of virtual machines that have shareddisks. If Tivoli System Automation is used for high availability, the NFS_imagemachines are using a shared disk and it is not possible to take snapshots.

URL redirection is not working

Ensure that NFS_image resolves the host names of TIVSAM_image, TUAM_image,and ITM_image.

In the <Listen> and <VirtualHost> sections of the following files you find the portnumbers that are used to establish the connections to the virtual systems:

System x

/opt/IBM/HTTPServer/conf/httpd.conf/opt/IBM/HTTPServer/conf/httpd_tsam.conf/opt/IBM/HTTPServer/conf/httpd_tuam.conf/opt/IBM/HTTPServer/conf/httpd_itm.conf

System p

/usr/IBM/HTTPServer/conf/httpd.conf/usr/IBM/HTTPServer/conf/httpd_tsam.conf/usr/IBM/HTTPServer/conf/httpd_tuam.conf/usr/IBM/HTTPServer/conf/httpd_itm.conf

The HTTPS plugin is not loaded by the HTTP server if at least one of the hostnames is not resolved. Fix the problem with the hostname resolution either bychanging the DNS configuration or by updating the /etc/hosts file. After youfixed the problem, restart the HTTP server.

Appendix B. Troubleshooting and error recovery 95

||

|||

|

|

|

|

||||||

|

|

||

||

|

||||

|

||||

||||

Ensure that the ports used for the URL redirection are those specified in tablecontained in “URL redirection architecture” on page 21.

Another reason of this issue might be that the Service Connection Engine was notstarted properly. To verify and fix this problem, follow the instructions in sectionVerifying the integration among the IBM Service Delivery Manager virtual servers.

Unable to access the online help of Tivoli Service AutomationManager and Tivoli Provisioning Manager using the URLredirection

Problem:The URL redirection does not work for the online help of Tivoli ServiceAutomation Manager and Tivoli Provisioning Manager because itreferences to files located on TIVSAM_image that are not accessible fromNFS_image.

SolutionRun the following steps to solve the problem:v On NFS_image:

1. Uncomment the following sections in <HTTPServer_ROOT>/conf/httpd_tsam.conf:#Listen 9060#<VirtualHost *:9060>#</VirtualHost>

2. Uncomment the following sections in <HTTPServer_ROOT>/Plugins/config/cloudburst-http/plugin-cfg-tsam.xml:





where <TIVSAM_hostname> is the hostname of TIVSAM_image3. Restart the HTTP Servers on NFS_image.

v On TIVSAM_image:1. Create a directory named properties under:

– System x /shared/opt/IBM/WebSphere/AppServer/

– System p /usr/IBM/WebSphere/AppServer/

.2. Create a file named confhelp.properties in:

– System x /shared/opt/IBM/WebSphere/AppServer/properties


||

|||

|||

|||||

||

|

||

|||

|||||||||||||||||||||||||||

|

|

|

|

|

|

|

|

|

– System p /usr/IBM/WebSphere/AppServer/properties

This is an example of the content of that file:################################################ When using embedded in WAS it should be /ibm/help/help.redirectpath=/ibm/help/

# This is the host of the Infocenter systemhelp.redirecthost=mytsam.mydomain.com

# This is the port of the Infocenter system(WAS default=9060)help.redirectport=9060

# This is the protocol of the Infocenter system(http or https)help.redirectprotocol=http###############################################

3. Specify the correct hostname in help.redirecthost. You can find thevalue to specify in the /etc/hosts file.

4. Restart the Websphere Application Server as follows:a. Log in as a tioadmin.b. Stop the Websphere Application Server by running:

# $TIO_HOME/tools/tio.sh stop wasadmin <was_password>

c. Start the Websphere Application Server by running:# $TIO_HOME/tools/tio.sh start wasadmin <was_password>

Provisioning hangs

If provisioning fails due to prerequisites not being met, the request is not processedbecause of a stuck process. To end the request:1. Log on to the administrative user interface.2. Click Start Center.3. In the Automation Development Applications section on the left side of the

screen, select Provisioning Workflow Status.4. From the workflow list, select the request you want to stop.5. Open the Execution Logs tab.6. From the Select Action menu, select Stop Execution.7. Wait for a while, then from the Select Action menu, select Refresh page.

Note: If the workflow is still running, go again to the Execution Logs tab, thenfrom the Select Action menu, select Force Cancellation.

Sometimes the machine must be removed manually. To remove the machine:1. Open VCenter Infrastructure Client.2. In the Inventory menu, display Virtual machines and Templates.3. Check if the Inventory still includes a virtual machine created with the stopped

workflow.4. If the machine is listed, remove it by selecting Delete from disk from the

right-click menu.

Provisioning of Linux system fails

Using the administrative user interface check the traces of the workflow:1. Click Start Center.


|

|

|||||||||||||

||

|

|

|

|

|

|

|

2. In the Automation Development Applications section on the left side of thescreen, select Provisioning Workflow Status.

3. Find a workflow called RP.ClusterProvision with a "Failed" status and click itsnumber to open it.

If you find the following error in the logs:

COPCOM123E A shell command error occured: Exit code=255,Error stream="<the ip address of the provisioned virtual machinebash: /tpm/resize2fs: Permission denied

confirm that resize2fs in /opt/IBM/tivoli/tpm/repository/Cloud/helper_toolshas execution permissions, is owned by root, and has root as a group.

Provisioning fails (trying to reconfigure the virtual machine)

If provisioning fails and:v When observing the Virtual Center Infrastructure Client while the provisioning

is being done, you can confirm in the Recent task panel that the step"Customizing VM" fails; after this error the provisioning workflow destroys thevirtual machine

v When looking at the errors in the provisioning workflow using theadministrative interface (In the Start Center, select Provisioning WorkflowStatus and open a workflow called RP.ClusterProvision with a "Failed" status)you can see the following error:

VMware_VI3_VM_Configure(line:276, column:18)HostPlatform.VMware_VM_Configure(line:15, column:9)RP.VMwareVirtualMachineInstall(line:82, column:17)RP.VMwareLinuxInstall(line:14, column:9)SoftwareInstallable.Install(line:63, column:17)Cloud_OS_Module_Install(line:46, column:9)Cloud_Add_Server(line:70, column:5)Cluster.AddServer(line:48, column:3)RP.ClusterProvision(line:83, column:49)

com.ibm.tivoli.orchestrator.de.engine.InvokeJavaException:COPDEX040E An unexpected deployment engine exception occurred:ERROR_MSG_EXCEPTION.

Workflow VMware_VI3_VM_Configure at line 276 containsjava:com.ibm.tivoli.orchestrator.cloud.vi3.HostPlatform#configureLinuxVMNetwork(url, username, password, vmHostNetworks, vmUUID, vmMACs, vmDomain, vmName,vmIPAddresses, vmNetMasks, vmGateways)

Check the Virtual Center logs in c:\Documents and Settings\AllUsers\Application Data\VMware\VMware VirtualCenter\Logs (vpxd*.log). The errordescription in the logs will be:

[2010-01-21 14:55:04.078 ’App’ 3088 info] Successfully created file[2010-01-21 14:55:04.078 ’App’ 3088 info] Successfully created file <file_name>[2010-01-21 14:55:04.078 ’App’ 3088 error]Error occured while deleting temporary directory <file_name>[2010-01-21 14:55:04.078 ’App’ 3088 error] Error occured while creating deploypackage. Msg: The filename, directory name, or volume label syntax is incorrect.


[2010-01-21 14:55:04.078 ’App’ 3088 error]Error occured while deleting temporary directory.

Solution:

1. Stop all Virtual Center services.2. Open the Command Line Interface.3. Set the path to the TEMP variable.4. Remove files from the TEMP directory.5. Start the Virtual Center services.

Service requests do not complete after changing timezone

Reason: The problem exists because escalations in Tivoli Provisioning Manager arenot running. The time when the last escalation ran is in the future.

Solution: Manual cleanup is required:1. Open a console on TIVSAM_image.2. Type:

su - ctginst1db2 connect to maxdb71db2 set schema maximodb2 update taskscheduler set lastrun = null where taskname like '%PMZHB%'db2 update taskscheduler set lastrun = null where taskname like '%PMRDP%'

3. Restart Tivoli Provisioning Manager, or deactivate and then activate escalations.

Delay in request resolution because offerings remain in pendingstatus

Reason: This is a known Tivoli Service Automation Manager problem that occurswhen the Tivoli Service Automation Manager server and the operating system usedifferent time zones. In this case the offerings are processed when the scheduledtime is reached in the operating system time zone.

Solution: Align the time zone set on the operating system to the time zone set onthe Tivoli Service Automation Manager server by running the following steps:1. Make a backup copy of the file /etc/localtime as follows:

mv /etc/localtime /etc/localtime.orig

2. Create a link from /etc/localtime to the appropriate time zone. For example, ifTivoli Service Automation Manager server uses America/New_York, run thecommand:ln -sf /usr/share/right/America/New_York /etc/localtime

3. Modify the system clock settings by editing /etc/sysconfig/clock and byassigning the appropriate time zone, for example America/New_York, to currenttime zone and default time zone settings.

4. Synchronize the hardware clock by running:hwclock --systohc

Timeout error when deploying a virtual image (VMControl)

Deploying IBM Service Delivery Manager images or deploying images using TivoliService Automation Manager fails.


||

||||

||

|

|

|||

|

|||

|

|

|

||

The following error is logged in the activity log of IBM System DirectorVMControl:DNZIMN889E The command LANG=C; nim -a verbose=0 -Fo define -t spot -asource=appliance-4_image-1 -a server=master -a location=/export/nim/spot -aauto_expand=yes nimrf-0000000000000011-spot has timed out and has been stopped.Subtask activation status changed to "Complete with errors".

Reason: The deployment process timed out and so the deployment failed.

Solution: On the system where IBM System Director is installed, increase the locktimeout by editing the file named:<IBM System Director installation directory>/agent/conf/overrides/VMControl-NIM.properties

and increasing the values assigned tocom.ibm.director.im.rf.nim.master.defaultOutOfProcessCallTimeout andcom.ibm.director.im.rf.nim.master.spotLockTimeout.

If the file does not exist, create it with the following entries:com.ibm.director.im.rf.nim.master.ignoreSecondaryAdapterValidation=truecom.ibm.director.im.rf.nim.master.spotLockTimeout=7200com.ibm.director.im.rf.nim.master.defaultOutOfProcessCallTimeout=7200

where 7200 is the default value set for the timeout. Increase this value according toyour needs and your network performance and then retry to deploy the image.

Error when importing a virtual machine

When the following error is displayed while importing a virtual machine in thehypervisor:

Insufficient system resources exist to complete the requested service.

Ensure that you are importing only one virtual machine at a time. If this does notfix the problem, reboot the system from where you are running the VMwareInfrastructure Client.

Error when importing a virtual resource pool

The following error message is displayed when you try to import a virtualresource pool:

CTJZH2009E - An exception "psdi.util.MXAccessException: BMXAA0031E - Object PMRDPVRPis read-only." occurred when processing file "second_vrpool.properties". Exception details:"BMXAA0031E Object PMRDPVRP is read-only.".

This message is displayed because you have another virtual resource pool which isalready imported and enabled. Regardless of the error, the virtual resource pool iscorrectly imported.

Unable to connect to provisioned virtual images

ProblemA system has been provisioned by Tivoli Service Automation Manager. Ifyou did not configure email notification, there is no way to display thenew password.


||

||||

|

||

|

|||

|

|||

||

|

||

|||

|||

ReasonAfter provisioning is completed and the system is configured, TivoliService Automation Manager changes the root/administrator password ofthe provisioned virtual image for security reasons.

Solution

The user maxadmin can change the password of the provisioned virtualimage. To do this, use the workflowsCloud_<platform>_Set_Root_Password (for example,Cloud_Linux_Set_Root_Password if dealing with Linux virtual images) ifyou are deploying UNIX images, orCloud_Windows_Set_Admin_Password if you are deploying Windowsimages.

You can access the passwords from the Tivoli Service Automation Manageradministrative interface:

From the Start Center, click Provisioning Workflows, look for theworkflow specific to the platform you provisioned and click the green iconat the end of the corresponding line.

You are asked to specify three parameters:v OSID

v DeviceID

v New Password

For the OSID and the DeviceID, specify the ID of the virtual image asdefined in the hypervisor. In the New Password field, specify thepassword that you want to associate to the root/administrator user. ClickRun.

The usage and accounting reports are empty

Tivoli Usage and Accounting Manager reports can be verified the day after aprovisioning successfully occurred. Information needed to prepare the reports iscollected by Tivoli Service Automation Manager after a server has beensuccessfully created, modified, or deleted. By default, this data is published dailyin /var/IBM/TSAM/metering on the TIVSAM_image. A cron job running on theTUAM_image collects the reports every day and imports them into Tivoli Usageand Accounting Manager.

Because the reports and the script run by the cron job rely on dates, it is importantthat TIVSAM_image and TUAM_image are synchronized.

Empty reports can result from several situations. Perform the following checks:1. Verify that at least one Service Deployment Instance has an "Operational" or

"Decommissioned" status. To do this:a. Log on to the administrative user interface.b. Click Go To > Service Automation Manager > Service Deployment

Instances.c. In the Status field, type either Operational or Decommissioned and press

Enter. At least one row should be returned by this filter.d. Check that the rows returned are related to the reporting period that you

are interested in. If no rows related to the reporting period are present, itmeans that there have been no projects contributing to the usage andaccounting reports for the specified period. The reports will be empty.


2. Verify that at least one file related to your reporting period exists onTIVSAM_image under /var/IBM/TSAM/metering.

3. With a text editor, open the file and check that in at least one row the valueassociated to Chargeback_Department is not empty. An emptyChargeback_Department means that the team, to which the project belongs, doesnot have a project account. Teams without a project account do not contributeto the invoice reports. You can edit the team and add a project account.

4. Verify that the cron job that collects Tivoli Service Automation Manager datahas been correctly set up:a. Log in as root to TUAM_image.b. Run the command crontab -e and check if a job calling

/opt/IBM/tuam/bin/importTSAM_CRT.sh is listed in the output.

If such a job does not existThe Service Connection Engine is not working correctly. Follow theinstructions provided in Verifying the integration among the IBMService Delivery Manager virtual servers in the Installation andAdministration Guide to fix the problem.

If such a job existsCheck if the /opt/IBM/SC/log/importTSAM_CRT.log file containserrors.v If the file contains errors, follow the instructions provided with

the errors to fix the problem.v If the file does not contain any errors, the setup of the cron job

was done correctly.5. Verify that data has been correctly imported into Tivoli Usage and Accounting

Manager:a. Log on to the Tivoli Usage and Accounting Manager user interface at

http://TUAM_image:11052/ibm/console as virtuser.b. Click Task Management > Job Runner > Load Tracking. Three rows should

be displayed for each day for which data has been uploaded.

IBM Tivoli Monitoring agent deployment fails

When provisioning a virtual image with the IBM Tivoli Monitoring agent fails, inthe workflow log, you can find the following error:COPCOM707E The shell command timed out after 3600 seconds. Error stream="install.sh :searching for product families; please wait.install.sh : calculating available disk space.install.sh : calculating available disk space.install.sh : "6368696" kilobytes available; only "1000" kilobytes required for the package(s).install.sh : OK to install.install.sh : installing products via silent mode.install.sh : processing base CI package.install.sh : calculating available disk space.install.sh : calculating available disk space.install.sh : "6368672" kilobytes available; only "31000" kilobytes required for the package(s).install.sh : OK to install.install.sh : processing element CI packages.install.sh : unloading CI package(s).install.sh : installer level 622 / 100.install.sh : computed architecture = "li6263".install.sh : processing JRE packages.install.sh : About to check for installed JRE.install.sh : calculating available disk space.install.sh : calculating available disk space.install.sh : "6332696" kilobytes available; only "68136" kilobytes required for the package(s).install.sh : OK to install.install.sh : unloading JRE package(s).install.sh : calculating available disk space.install.sh : calculating available disk space.install.sh : "6264648" kilobytes available; only "68136" kilobytes required for the package(s).install.sh : OK to install.install.sh : running li6263 jre.


||

|

||

|||||

|||

||

||

|

||

install.sh : Searching for proper GSKit package in /mnt/itmAgent622/unix/GSKit directory.install.sh : More than one (2) package in /mnt/itmAgent622/unix/GSKit directory matches li6263 architecture.install.sh : List of matching gs packages found.install.sh : (/tmp/itm3961/3961).", Output stream="INSTALL

Initializing ...

Use of silent install mode implies license agreement acceptance. You can view the license filedetails in the /opt/IBM/ITM/LAP/license directory".

errorView Details

Reason: The IBM Tivoli Monitoring agent installation is unable to proceed becausethe virtual image does not have enough resources.

Solution: Create the project again assigning more resources to the virtual image.The amount of RAM is crucial - it is not recommended to use less than 512 MB.

Error when importing Tivoli System Automation policy

When trying to set up single node or dual node high availability, the followingerror is displayed:

SAMP002E: The specified policy /opt/IBM/CB/SAMPolicy/<name of the policytemplate> is not valid.

Solution: Verify that in /opt/IBM/CB/SAMPolicy/<name of the policy template>the tags tsa_domain_name, tsa_hostname1, tsa_hostname2, and tie_breaker_IPcorrectly reflect your environment configuration. In particular, verify thattsa_domain_name matches the name specified when launching activate-ha-tsa.shor activate-no-ha-tsa.sh.

Error when changing the Maximo® user password

When trying to change the password for Maximo user, the following error isdisplayed:COPCOM451E The system failed to update the password for database.

Solution: Change the owner of the following directories

v System x /opt/IBM/WebSphere/AppServer/logs and /opt/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/logs/wsadmin.traceout

v System p /usr/IBM/WebSphere/AppServer/logs and /usr/IBM/WebSphere/AppServer/profiles/ctgAppSrv01/logs/wsadmin.traceout

from root to tioadmin and run again the command changePassword as tioadmin.

Unable to type in the terminal

Verify that the SCIM application has not been started; it is represented by arectangle in the lower right corner of the screen. To turn it off, right-click therectangle and select Exit. You can completely disable it by setting theGTK_IM_MODULE variable to gtk-im-context-simple.


The script tsamLanguage.sh is not working

Reason: During the activation of TIVSAM_image, the host name changes in/opt/IBM/SMP/maximo/applications/maximo/properties/maximo.properties. Thiscauses the loss of the password used to connect to the Maximo database. As aconsequence, tsamLanguage.sh does not work.

Solution: Modify the following properties in /opt/IBM/SMP/maximo/applications/maximo/properties/maximo.properties:mxe.encripted=falsemxe.db.password=password

Save the file and verify that tsamLanguage.sh works correctly again.

If you want to encrypt the password, on the virtual image run:cd /opt/IBM/SMP/maximo/tools/maximo./encryptproperties.sh

The tsamLanguage.sh script fails to connect to the DB2 whenrunning TDToolkit because of a connection authentication failure

When you run the following command:tsamLanguage.sh -change base_language -add additional_language -user wasadmin-password wasadmin_password

a connection authentication failure to the DB2 database occurs when runningTDToolkit and the following error is displayed:Error message:[jcc][t4][2013][11249][3.53.70]Connection authorization failure occurred.

Reason: User ID or Password invalid. ERRORCODE=-4214, SQLSTATE=28000Connected to jdbc:db2://myhostname.mydomain.com:50005/maxdb71Unable to connect using Maximo.properties in batch mode, aborting.

Solution: Run the following steps to fix the problem:1. Edit the file /opt/IBM/SMP/maximo/applications/maximo/properties/

maximo.properties.2. Add the parameter mxe.db.password=password specifying the authentication

information.3. Run again the command:

tsamLanguage.sh -change base_language -add additional_language -user wasadmin-password wasadmin_password

Error running Report Studio on Internet Explorer V8

In Tivoli Common Reporting, open the IBM Tivoli Monitoring OS agent reports.Select Top Resource Utilization and click the Report Studio icon. The followingerror is displayed:CM-REQ-4158 The search path "" is invalid.CM-REQ-4069 The property "na" is unknown. Replace it with a valid property.

This error applies only when you run this type of report in an Internet Explorer V8browser.

Reason: This is due to a known limitation of Internet Explorer V8. InternetExplorer 8 XSS filter corrupts the Cognos search path by changing it, for example,from @name to @na#me. This makes the Cognos search path become invalid.


|

|||

||

||

|||

Solution: Make the following changes in the Internet Explorer V8 browser:v Add the Cognos URL to Internet Explorer V8 Trusted Sites list. The notation for

the URL might be, for example, http://server1/ibmcognos if you use themachine name, http://server1.domain.com/ibmcognos if you use a DNS.

v Modify the options of the Trusted Sites zone and set the Enable XSS Filterproperty to Disable.

v Restart the browser and rerun the report.

In a dual node high availability configuration the Tivoli SystemAutomation for Multiplatforms fails to mount one of the shareddisks

In a dual node high availability configuration, the command lssam -V, run onTIVSAM_image/TIVSAM-HA_image or on NFS_image/NFS-HA_image, showsthat Tivoli System Automation for Multiplatforms cannot mount one of the shareddisks. The shared disk can be CloudBurstTivSAM on TIVSAM_image, orCloudBurstNfsDat or CloudBurstNfsRep on NFS_image.

Reason: There might be an error on a filesystem defined on the shared disk.

Solution: Run the following steps:1. Check which is the filesystem in error by running as root the command dmesg.2. Stop the services on the virtual image that has the filesystem in error. The

command to stop services is:

On NFS_imagergreq -o stop top-rg

On TIVSAM_imagergreq -o stop tsam-rg

3. Run the command e2fsck on the virtual server where the filesystem in errorresides.

4. Restart the services on that virtual image. The command to restart the servicesis:

On NFS_imagergreq -o start top-rg

On TIVSAM_imagergreq -o start tsam-rg

The monitoring data is not displayed on Tivoli ServiceAutomation Manager

ProblemEven if the IBM Tivoli Monitoring agent is installed on the provisionedimages, the monitoring information are not displayed on Tivoli ServiceAutomation Manager.

ReasonThe Web Services used by the Tivoli Service Automation Manager toretrieve the data might not be configured properly.

SolutionOn ITM_image, verify that the CMS_Name tag contained in/opt/IBM/ITM/tables/TEMS/HTML/kshxhubs.xm points to the correct servername and port number, for example:


|

|||

||

|

|||

|||||

|

|

|

||

||

||

||

||

||

||

||

||||

|||

||||

<HUB><CMS_Name>ip.pipe:myITMServer[myportNumber]</CMS_Name><Service_Name>SOAP</Service_Name><Alias>SOAP</Alias><Access>

<Query><User>sysadmin</User><User>root</User><User>virtuser</User>

</Query><Update>

<User>sysadmin</User><User>root</User><User>virtuser</User>

</Update></Access>

</HUB>

System p

Timeout exception when running Cli.sh -list

Problem:On System p a SocketTimeoutException occurs when running thecommand Cli.sh -list.

Reason:The slp daemon is not working properly on one of the IBM ServiceDelivery Manager virtual images.

SolutionIdentify on which IBM Service Delivery Manager virtual images the slpdaemon is not working properly. As root, on each virtual image, run thecommand ps -ef | grep slp_srvreg.

If slp daemon is not running, start it using the command slp_srvreg -D.After the command completes, check that the slp daemon is running usingthe command ps -ef | grep slp_srvreg.If the slp daemon does not start,see the troubleshooting scenario "No Service Connection Engine plug isactive after virtual image activation" in Installation and Administration Guide.

System p

Socket publishing fails

Problem:On System p, the service connection engine fails to publish a socket.

SolutionRun the command netstat -Aan | grep 427.v If the output shows more than one process, different from the slp

daemon, listening on port 427 and using the udp protocol, restart thesystem.

v If the output shows only the slp daemon listening on port 427, restartthe slp daemon as follows:1. Get the slp daemon process ID, <slp_pid>, by running ps -ef | grep

slp_srvreg.2. Stop the slp daemon process by running kill -9 <slp_pid>.3. Start the slp daemon by running slp_srvreg -D.4. After the command completes, check that the slp daemon is running

using the command ps -ef | grep slp_srvreg.


|||||||||||||||||

||

|||

|||

||||

|||||

|

||

||

|||

||

||

|

|

||

v If no process is listening on port 427, start the slp daemon by runningslp_srvreg -D. After the command completes, check that the slpdaemon is running using the command ps -ef | grep slp_srvreg.

It the slp daemon does not start or if you get the same exception whenpublishing the socket, restart the system.

Too many dispatchers are listed in Tivoli Common Reporting

Problem: While navigating in the database configuration section for eitherITM_image or TUAM_image, you might notice entries for obsolete dispatchers likehttp://icb_itm:16135/tarf or http://icb_tuam:16310/tarf.

Solution: If you want to remove these obsolete dispatchers, run the followingsteps:1. Log in to Tivoli Common Reporting.2. Select Reporting > Common Reporting.3. Select:

On ITM_image:Launch > IBM Cognos Administration

On TUAM_image:Launch > Administration

4. In the Configuration tab, click Dispatcher and Services.5. Click on the check boxes beside the entries that you want to remove.6. Click More.7. Click Unregister.

The following error is displayed: CTJES0007E The followingoperation failed: Discovery machines.

Problem:The following errors are displayed when running the command/opt/IBM/SC/script/Cli.sh - list:v CTJES0021E Error while connecting to the registry server.v CTJES0007E The following operation failed: Discovery machines.

In addition to these messages, the following messages can be seen in thestereocable.trace file:

com.ibm.stereocables.providers.vmware.StereoCablesVMwareProvider connect<<hostname>> IP Datacenter <<datacenter name>> not found

Reason:The problem occurs because of special characters in the data center name.In the vCenter user interface, you can see that the data center namecontains special characters, for example "/" or "\".

Solution:

1. Log on and authenticate to vSphere at https://<vcenter ip>/mob

2. Go to Content > rootFolder > childEntity.3. Edit the /opt/IBM/SC/conf/stereocable.properties file and set the

data center value to the same value that is set for childEntity.


|||

||

|

|||

||

|

|

|

||

||

|

|

|

|

Reports are not properly displayed for Tivoli Common Reporting

Problem:When navigating to Tivoli Common Reporting for ITM or TUAM image,you see either a blank screen or only a small part of the report view.

Reason:Tivoli Common Reports supports Firefox versions only up to 3.5.

Solution:Check your browser. The recommended browser for Tivoli CommonReporting is Internet Explorer. The last supported Firefox version is 3.5. Ifyou use Firefox version higher than 3.5, pressing F5 can also help.


Notices

This information was developed for products and services offered in the U.S.A.

IBM may not offer the products, services, or features discussed in this document inother countries. Consult your local IBM representative for information on theproducts and services currently available in your area. Any reference to an IBMproduct, program, or service is not intended to state or imply that only that IBMproduct, program, or service may be used. Any functionally equivalent product,program, or service that does not infringe any IBM intellectual property right maybe used instead. However, it is the user's responsibility to evaluate and verify theoperation of any non-IBM product, program, or service.

IBM may have patents or pending patent applications covering subject matterdescribed in this document. The furnishing of this document does not grant youany license to these patents. You can send license inquiries, in writing, to:

IBM Director of LicensingIBM CorporationNorth Castle DriveArmonk, NY 10504-1785U.S.A.

For license inquiries regarding double-byte character set (DBCS) information,contact the IBM Intellectual Property Department in your country or sendinquiries, in writing, to:

Intellectual Property LicensingLegal and Intellectual Property LawIBM Japan, Ltd.1623-14, Shimotsuruma, Yamato-shiKanagawa 242-8502 Japan

The following paragraph does not apply to the United Kingdom or any othercountry where such provisions are inconsistent with local law:INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THISPUBLICATION “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHEREXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIEDWARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESSFOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express orimplied warranties in certain transactions, therefore, this statement may not applyto you.

This information could include technical inaccuracies or typographical errors.Changes are periodically made to the information herein; these changes will beincorporated in new editions of the publication. IBM may make improvementsand/or changes in the product(s) and/or the program(s) described in thispublication at any time without notice.

Any references in this information to non-IBM Web sites are provided forconvenience only and do not in any manner serve as an endorsement of those Websites. The materials at those Web sites are not part of the materials for this IBMproduct and use of those Web sites is at your own risk.


IBM may use or distribute any of the information you supply in any way itbelieves appropriate without incurring any obligation to you.

Licensees of this program who wish to have information about it for the purposeof enabling: (i) the exchange of information between independently createdprograms and other programs (including this one) and (ii) the mutual use of theinformation which has been exchanged, should contact:

IBM Corporation2Z4A/10111400 Burnet RoadAustin, TX 78758U.S.A.

Such information may be available, subject to appropriate terms and conditions,including in some cases, payment of a fee.

The licensed program described in this information and all licensed materialavailable for it are provided by IBM under terms of the IBM Customer Agreement,IBM International Program License Agreement, or any equivalent agreementbetween us.

Any performance data contained herein was determined in a controlledenvironment. Therefore, the results obtained in other operating environments mayvary significantly. Some measurements may have been made on development-levelsystems and there is no guarantee that these measurements will be the same ongenerally available systems. Furthermore, some measurements may have beenestimated through extrapolation. Actual results may vary. Users of this documentshould verify the applicable data for their specific environment.

Information concerning non-IBM products was obtained from the suppliers ofthose products, their published announcements or other publicly available sources.IBM has not tested those products and cannot confirm the accuracy ofperformance, compatibility or any other claims related to non-IBM products.Questions on the capabilities of non-IBM products should be addressed to thesuppliers of those products.

This information contains examples of data and reports used in daily businessoperations. To illustrate them as completely as possible, the examples include thenames of individuals, companies, brands, and products. All of these names arefictitious and any similarity to the names and addresses used by an actual businessenterprise is entirely coincidental.

If you are viewing this information softcopy, the photographs and colorillustrations may not appear.


Glossary

BOOTP. Bootstrap Protocol. A UDP network protocolused by a network client to obtain its IP addressautomatically. Replaced in many networks by DHCP.

Domain Name System. The service through whichdomain names are located and translated into IPaddresses.

FTP. File Transfer Protocol. An application layerprotocol that uses the TCP/IP suite of services totransfer bulk-data files between machines or hosts.

Hardware Management Console. A system used toperform a system management tasks on p5, i5 orOpenPower systems. In particular, it may be used tocreate or change logical partitions, includingdynamically assigning hardware to a partition.

HTTP. Hypertext Transfer Protocol. A method used totransfer or convey information about the World WideWeb.

hypervisor. A control (or virtualization) layer betweenhardware and the operating system.

ISO image. Commonly a disk image which can beburnt to CD. Technically it is a disk image of an ISO9660 file system.

LPAR. Logical partitioning is the division of acomputer's memory, storage, and processors intomultiple sets of resources so that each set of resourcescan be used independently with its own operatingsystem and application.

Logical unit number. A unique identifier used on aSCSI bus that enables it to differentiate between devices(each of which is a logical unit). Each LUN is a uniquenumber that identifies a specific logical unit, whichmay be an user, a file, or an application program.

mksysb. A method for backing up the operatingsystem in AIX.

Network interface controller. A Network interfacecontroller (NIC) is a computer hardware componentdesigned to allow computers to communicate over acomputer network. It is both an OSI layer 1 (physicallayer) and layer 2 (data link layer) device.

Service Connection Engine environment. A labelused by the Service Connection Engine to identify thelogical set of virtual machines for which to establishconnections and to provide data isolation. Informationpublished by virtual images can be seen and consumedonly by virtual images in the same environment.

Service Connection Engine plug. A ServiceConnection Engine Plug is the mechanism used byISDM virtual images to consume information publishedby virtual images to build the cross connections

Service Connection Engine socket. A ServiceConnection Engine Socket is the mechanism used byISDM virtual images to publish information used bythe other virtual images to build the cross connections.

Service Location Protocol . Service Location Protocol(SLP) is a service discovery protocol. It enables devicesto find services in a local area network without beingconfigured beforehand. It is used by devices toannounce services on a local network and each servicemust have a URL that is used to locate the service.

Tivoli Systems Automation. Also know as TSA.

Tivoli Directory Server. Tivoli enterprise identitymanagement software, which uses LightweightDirectory Access Protocol to provide a trusted identitydata infrastructure for authentication.

Tivoli Provisioning Manager. Automatedprovisioning software that configures servers, operatingsystems, middleware, applications, storage and networkdevices.

User Datagram Protocol. User datagram protocol(UDP) is a member of the Internet Protocol Suite. WithUDP, computer applications can send messages(datagrams) to other hosts on an Internet Protocol (IP)network without requiring communications to set upspecial transmission channels or data paths.

Virtual LAN. A Virtual LAN (VLAN) is a group ofhosts that communicate as if they were attached to thesame broadcast domain, regardless of their physicallocation. A VLAN has the same attributes as a physicalLAN, but end stations are grouped together even ifthey are not located on the same network switch. Youcan use software to reconfigure the network.

VMware. Software from VMware Inc., which providesa virtualized set of hardware to the guest operatingsystem.

VMware vCenter Server. Software to manageVMware vSphere. It provides unified management ofall the hosts and virtual machines in a datacenter froma single console with an aggregate performancemonitoring of clusters, hosts and virtual machines.

VMware vSphere. VMware vSphere is a cloudoperating system, which manages large pools ofvirtualized computing infrastructure, includingsoftware and hardware.


Trademarks and Service Marks

IBM, the IBM logo, and ibm.com® are trademarks or registered trademarks ofInternational Business Machines Corporation in the United States, other countries,or both. If these and other IBM trademarked terms are marked on their firstoccurrence in this information with a trademark symbol (® or ™), these symbolsindicate U.S. registered or common law trademarks owned by IBM at the time thisinformation was published. Such trademarks may also be registered or commonlaw trademarks in other countries. A current list of IBM trademarks is available onthe Web at http://www.ibm.com/legal/copytrade.shtml.

Adobe, the Adobe logo, PostScript, and the PostScript logo are trademarks orregistered trademarks of Adobe Systems, Incorporated, in the United States and/orother countries.

Intel, the Intel logo, Intel Inside, the Intel Inside logo, Intel Centrino, the IntelCentrino logo, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium aretrademarks or registered trademarks of Intel Corporation or its subsidiaries in theUnited States and other countries.

Java™ and all Java-based trademarks and logos are trademarks or registeredtrademarks of Oracle and/or its affiliates.

Linux is a registered trademark of Linus Torvalds in the United States, othercountries, or both.

Microsoft, Windows, Windows NT, and the Windows logo are trademarks ofMicrosoft Corporation in the United States, other countries, or both.

UNIX is a registered trademark of The Open Group in the United States and othercountries.

Other company, product, and service names may be trademarks or service marksof others.


http://www.ibm.com/legal/copytrade.shtml

Index

Aaccessibility features 91account code 88administrative tasks 63approvals 29

Cconfiguration

registering a VMControl image 50customer

administering 70assigning resources 70creating 53creating template 73defining limits 74defining quotas 74removing 54returning resources 72

customer supportcontact xi

customer templatecreating 73

Ddual node

high availability configuration 13

Eeducation

see Tivoli technical training xemail notification

overview 29existing ITM

how to integrate with 24existing TUAM

how to integrate with 24

Ffixes, obtaining xi

Gglobalization

supported languages 25

Hhardware

modifying 89high availability

dual node 13single node 13

historical data collectionoverview 6

hypervisor monitoringoverview 6

IIBM Service Delivery Manager

overview 1products 2

IBM Software Supportsubmitting a problem xiii

IBM Support Assistant xIBM Tivoli Monitoring

overview 6image

unregistering 50Image Library

managing 45registering KVM images 48registering other images 49registering POWER LPAR 46registering VMware images 45, 49registering Xen images 47unregistering image 50

imagesregistering 49relationships between 17

images, KVMregistering 48

images, POWER LPARregistering 46

images, VMwareregistering 45, 49

images, Xenregistering 47

installationimage-based 12

integratingwith existing ITM server 24with existing TUAM server 24

integrationof IBM Service Delivery Manager

products 11Internet, search for problem resolution xInternet, searching for problem

resolution xiITM_image 14

Kknowledge bases, searching x

Llanguage

supported 25limit

activating 75deactivating 75defining 74

linksto products infocenter ix

Mmonitoring

preloaded reports 8

Nnetwork

ports 21protocols 21

Network Interface Connection 21new features

overview viinew products

list viiNFS_image 14NFS-HA_image 14notifications 29

Oofferings

accessing in self-service userinterface 27

overviewhistorical data collection 6hypervisor monitoring 6IBM Service Delivery Manager 1IBM Tivoli Monitoring 6new features viiService Connection Engine 19software stack 14summarization and pruning 6Tivoli Usage and Accounting

Manager 7URL redirection 21usage and accounting 7

Pphysical resources

modifying 89ports 21problem determination

describing problem for IBM SoftwareSupport xiii

determining business impact for IBMSoftware Support xii

submitting a problem to IBMSoftware xiii

productfunctional integration 11

productsIBM Service Delivery Manager 2stack 14


projectadding servers 35canceling 34creating 30modifying 35modifying reservation dates 37

project account 88projects

viewing 62protocols 21

Qquota

activating 75deactivating 75defining 74

Rreporting

in Tivoli Service AutomationManager 10

in Tivoli Usage and AccountingManager 11

overview 8reports

preloaded for monitoring 8scheduling, for Tivoli Usage and

Accounting Manager 86viewing in IBM Tivoli Monitoring 76

requests 60accessing in self-service user

interface 27approving 30, 61rejecting 61viewing all 60viewing status 60

resourcesassigning to all customers 72assigning to customer 70defining limits 74defining quotas 74returning 72

Ssecurity 63

CCMDB 63person groups 63roles 63security groups 63self-service user interface 66Self-Service Virtual Server

Management 63security groups 67self-service interface

accessing 27logging in 27

self-service user interfacesecurity 66

Self-Service Virtual ServerManagement 27

Tivoli Provisioning Managerintegration 5

Self-Service Virtual Server Provisioningadding virtual servers to existing

project 35approvals and notifications 29canceling project 34modifying reservation dates 37modifying server capacity 39new project 30

Service Connection Engineoverview 19

servicesSelf-Service Virtual Server

Management 5single node

high availability configuration 13software

functional integration 11stack 14

Software Supportcontact xidescribing problem for IBM Software

Support xiiidetermining business impact for IBM

Software Support xiisummarization and pruning

overview 6support information x

Tteam

changing membership 58creating 58modifying information 58removing 59

Tivoli Service Automation Managerreports 10user interfaces 4

Tivoli Service Automation Managersecurity, setting up 63

Tivoli technical training xTivoli Usage and Accounting Manager

overview 7reports 11

TIVSAM_image 14TIVSAM-HA_image 14training, Tivoli technical xtroubleshooting 93TUAM_image 14types of

reports 10

UURL redirection

overview 21usage and accounting

BIRT reports, scheduling 86overview 7

userchanging team membership 56create 54managing 54modifying information 56removing 57root 12

user (continued)virtuser 12

user accessmanaging 63

user interfaceTivoli Service Automation

Manager 4user roles

See security groups

Vviewing details 60virtual images

relationships 17URL 21

virtual images interfaces 21virtual server

adding 35modifying 39removing 38resetting password 41restarting 42restoring from saved image 44starting 41stopping 42

virtual server imagebacking up 43creating 43deleting 45removing 45restoring 43saving 43

virtual serversmanaging 62viewing 62

virtuser 12


��

Product Number: 5726-A34

Printed in USA

SC34-2623-00