Tivoli Remote Control V3.7.1 Delivers Enhanced Function for Enterprise Networks

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1 Software Announcement October 9, 2001 V3.7.1 Delivers Enhanced Function for Enterprise Networks Overview Tivoli Remote Control can help large enterprises save time and money with remote support for distributed applications and systems., a secure remote control solution, is ideal for IT specialists who support multiple servers, help-desk analysts who support thousands of end users, and even end users who want to work at home. Easy to Deploy and Maintain With its self-installing and self-updating architecture, Tivoli Remote Control can be easily deployed and maintained. Benefits can help enable desktop-support call centers to: Support thousands of desktop users Improve first call success rates, reducing escalation to second level support Minimize the need for dispatching technicians Enhance the success rate of dispatched technicians via improved diagnostic information Lower average call times Reduce repeat calls by educating end users while resolving problems New in this Release This new maintenance release enhances existing function through the following improvements: Performance enhancements both at start-up and in-session Encryption of all keyboard packages sent to the workstation Elimination of the need to reboot the workstation when first installing or upgrading binaries Logging enhancements Backward compatibility improvements Key Prerequisites Tivoli Management Framework or later Planned Availability Date October 12, 2001 End of Support Tivoli support for Tivoli Remote Control V3.6, program numbers 5698-RCL and 5697-RCL, will be discontinued on October 24, Tivoli support will continue to be provided for V3.7 with defect support provided for the latest maintenance level. For supported platforms, visit the following Web site: Tivoli_Electronic_Support/tsp.nsf/ Page1 At a Glance V3.7.1 offers the following benefits: Can help save time and money with remote diagnosis of systems and applications to help solve problems Helps you support thousands of desktop users Can help eliminate delays with quick connection to the target workstation Helps you save time with file transfer capability from endpoint to endpoint Helps you simplify operations with a chat function to help establish direct communication between administrators and end users Can be easily deployed and maintained For ordering, contact: Your IBM representative, an IBM Business Partner, or IBM Americas Call Centers at 800-IBM-CALL Reference: YE001 This announcement is provided for your information only. For additional information, contact your IBM representative, call 800-IBM-4YOU, or visit the IBM home page at: IBM United States IBM is a registered trademark of International Business Machines Corporation

2 Description can help large enterprises remotely support distributed applications and systems with thousands of workstation end users. It is a set of four integrated tools in one that will support your IT specialists and help-desk analysts as they perform daily work activities. With its self-installing and self-updating architecture on both the workstation and the controller, and a pre-defined file package for components, upgrades, and patches, is easy to deploy and maintain. A searchable list of system names can enable a quick connection to the right target workstation. Remote Control Through integration with Tivoli Management Framework, invokes its dynamically updated central database to remotely track access to target workstations and administrative roles which helps ensure maximum security. It helps ensure that no one will be able to access a workstation session without the workstation end-user s knowledge and approval. Integration with policy-based applications allows Tivoli Remote Control to provide policy-based authorization whereby administrator access can be authorized by policy region. Roles of remote control, remote monitor, remote reboot, and remote diagnose can be defined. A user can change sessions status, suspend a session, or terminate a session at any time. In addition, a user can be prompted to relinquish control of a session via a pop-up window. Windows terminal support provides the ability for an administrator to access, via a Windows terminal, a remote system where the Tivoli Management Agent (TMA) is installed and take over via. contains a Web-based user interface that provides the ability to start a remote control session from a Web browser without requiring the Tivoli desktop. This enables a virtual help desk to access any remote session from any location and provides 24x7 remote control capability. File Transfer A file transfer session can be established allowing the administrator to transfer files and directories from endpoint to endpoint. Chat Capability A chat capability can help to establish a direct communication channel between administrators and end users. sessions can be started from both the Tivoli desktop and through Web access. Remote Diagnosis With remote diagnosis, the administrator can remotely understand why an application on the workstation is not working and can help solve the problem. By running diagnostic packs on the workstation, the administrator is able to: Understand if a vital object is corrupted and then restore it Automatically check all of the configurations Retrieve log files and traces helpful to diagnose the state of the application The ability to perform remote diagnosis can improve first call success rates by reducing the need for dispatching technicians and it can ensure greater success when technicians are dispatched. Rapid resolution of the most common system and application problems can occur, reducing the average time for support calls. In addition, a real-time CIM browser is also included in the diagnostic capabilities. Accessibility by People with Disabilities For software offerings: The following features support use by people with disabilities (based on Tivoli Management Framework user interfaces): Operation by keyboard alone Optional font enlargement and high-contrast display settings Screen readers and screen magnifiers tested for use by people with visual impairment or mobility impairment Euro Currency This program is not impacted by euro currency. Reference Information Software Announcement , dated February 15, 2000 Software Announcement , dated July 10, 2001 Software Announcement , dated July 10, 2001 Trademarks Windows is a registered trademark of Microsoft Corporation. Tivoli is a registered trademark of International Business Machines Corporation or Tivoli Systems Inc. in the United States or other countries or both. Other company, product, and service names may be trademarks or service marks of others

3 IBM US Announcement Supplemental Information October 9, 2001 Education Support Training is available for many Tivoli products. Education is offered through IBM Education and Training, and through Tivoli Systems. Worldwide information about education offerings is available on the IBM Education and Training home page at: For current information on Tivoli Systems education, call , or visit the Tivoli Systems home page at: Offering Information Product information will be available on day of announcement through Offering Information (OITOOL) at: and through the Passport Advantage (PA) Web site at: Publications One copy of the following publication is supplied with the basic machine-readable material after planned availability. Order Title Number Language V3.7.1 GI English Release Notes One copy of the following translated publications is supplied with the basic machine-readable material after planned availability. Order Title Number Language V3.7 GC English User s Guide V3.7 GC English Programming for Remote Diagnosis The following publications will be available in softcopy from the following Web site after planned availability: Order Title Number Language V3.7 GC English User s Guide V3.7.1 GI English Release Notes V3.7 GC English Programming for Remote Diagnosis Technical Information Specified Operating Environment Hardware Requirements: Each workstation requires 32 MB RAM. Disk space requirements for (RCL) are as follows: Windows Windows 95/98 NT/2000 UNIX OS/2 RCL Workstation 2.0 MB 2.0 MB 2.0 MB RCL Controller 1.7 MB 1.7 MB 1.6 MB RCL Server 71.0 MB 71.0 MB File Transfer.2 MB.2 MB.2 MB Controller File Transfer.1 MB.1 MB.1 MB Workstation Chat Controller.9 MB.9 MB.9 MB Chat Workstation.9 MB.9 MB.9 MB Remote Diagnosis 1.7 MB 1.7 MB 1.7 MB Console Remote Diagnosis 6.67 MB 5.78 MB Workstation Java Run-time 9.64 MB 9.64 MB MB Environment This announcement is provided for your information only. For additional information, contact your IBM representative, call 800-IBM-4YOU, or visit the IBM home page at: IBM United States IBM is a registered trademark of International Business Machines Corporation

4 Software Requirements: supports the following platforms: Server and Gateway AIX 4.1, 4.1.2, 4.1.3, 4.1.4, 4.2, 4.2.1, 4.3, 4.3.1, 4.3.2, 4.3.3, or 5.1 HP-UX 10.01, 10.1, 01.2, 11.0, or 11.1 Solaris 2.4, 2.5.1, 2.6.1, 2.7, or 2.8 Windows NT 4.0 or Windows 2000 Workstation Windows NT 4.0 Windows 95, Windows 98, or Windows 2000 OS/2 Warp Controller Windows 95, Windows 98, or Windows 2000 Windows NT 4.0 Windows Terminal Server (WTS) Edition NT 4.0 with Service Pack 5 or Service Pack 6 OS/2 Warp Citrix Metaframe 1.8 Tivoli software required: Tivoli Management Framework or later Other requirements: Tivoli Management Agent (TMA) or later must be installed on all controllers and workstations A Tivoli desktop must be installed to use the Tivoli Remote Control GUI A browser must be installed to use the Tivoli Remote Control Web interface Winsock2 must be installed on the workstation to use the Remote Diagnosis function on Windows 95 Compatibility: cannot coexist with IT Director, DCAF, Netfinity, SystemView, SMS, and other types of remote control software. Packaging Planning Information is distributed with: International Program License Agreement (Z ) License Information document (LC ) CD-ROM (LK3T-5846) 3.7 CD-ROM (LK3T-6080) NLS 3.7 CD-ROM (LK3T-4665) Publications (refer to the Publications section) Security, Auditability, and Control uses the security and auditability features of the operating system software and the Tivoli Management Framework. The customer is responsible for evaluation, selection, and implementation of security features, administrative procedures, and appropriate controls in application systems and communication facilities. Current Licensees Ordering Information Current licensees of 3.7 with support in effect will receive instructions on how to order this update. New Licensees Orders for new licenses will be accepted now. Shipment will begin on the planned availability date. Ordering Information for 5698-RCL Ordering information for 5698-RCL will continue for a limited time to allow migration to the PA offering. For ordering information on the base program number, 5698-RCL, refer to Software Announcement , dated February 15, Ordering Information for PA To order a media pack or a documentation pack for PA, specify the applicable part number in the desired quantity from the following table: Description V3.7.1 Media Pack Multi-lingual V3.7.1 Documentation Pack International English Part Number BJ01EML BJ01FIE The quantity of the PA part numbers in the following table is based on the number of required Tivoli Management Points. To order for PA, specify the desired part number and quantity. Description License and Software Maintenance 1st Anniversary License and Software Maintenance 2nd Anniversary Software Maintenance Renewal to Anniversary Date Software Maintenance after License to Anniversary Date Withdrawal of PA Part Numbers Part Number D57JXLL D57KVLL E17RILL D57RXLL The following PA part numbers are withdrawn effective immediately:

5 Description V3.7 Media Pack V3.7 Doc Pack English End of Support Part Number BJ6QXML BJ6QYIE Tivoli support for V3.6, program numbers 5698-RCL and 5697-RCL, will be discontinued on October 24, Tivoli support will continue to be provided for V3.7 with defect support provided for the latest maintenance level. For supported platforms, visit the following Web site: Tivoli_Electronic_Support/tsp.nsf/Page1 Terms and Conditions For a limited time during the migration period to PA, customers may acquire eligible programs and Tivoli Support under agreements outside of PA. Terms and conditions for Tivoli Value-Based Pricing and IBM PA are as follows: Agreement For orders under 5698-RCL: IBM International Program License Agreement (IPLA), IBM International Agreement for Acquisition of Programs and Support (IIAAPS) and the IBM Attachment for Support, IBM Agreement for Acquisition of Support (IAAS), IBM Addendum for Support for Tivoli Systems Products under Value-Based Pricing, and an Order Form. For orders under PA: IBM IPLA, IBM International Passport Advantage Agreement (PAA), and an IBM International Passport Advantage Agreement Enrollment Form Transferable: Yes, except for programs acquired at a discount or allowance Limited Warranty Applies: Yes Guarantee: 30 day money-back guarantee Usage Restriction: Yes. Usage is limited to the quantity of Tivoli Management Points acquired for a one-time charge (OTC). Volume Offering (IVO): No Upgrade Protection Applies: Covered as long as Tivoli Support or PA Software Maintenance is in effect Educational Allowance Available: education institution customers Percentage: 15% Licensed Program Materials Availability Restricted Materials of IBM: None Non-Restricted Source Materials: None Object Code Only (OCO): All Maintenance Applies Software Maintenance under PA: Yes Yes, to qualified Support for Tivoli products: Yes Complementary Introductory Support: Not available Tivoli Support and PA Software Maintenance Support Center applies: Yes Access is available through the IBM Support Center, Availability of The first year of Tivoli Support is Tivoli Support: available at no additional charge. The first year starts when the product is shipped to the customer. Subsequent years of Tivoli Support are available for a fee as part of the IAAS, IIAAPS, or any equivalent agreement. Availability PA Software Maintenance of PA Software is provided at no additional Maintenance: charge for each eligible program acquired during the initial term. PA Software Maintenance is provided at an additional charge for all eligible programs in the second and subsequent terms. Tivoli Support Twelve months after and PA Software announcement of product Maintenance are discontinuance (that is, available until: end-of-life (EOL)) Tivoli Support The current release and PA Software The immediate previous are applicable to: release for twelve months after the planned availability of the current release APAR Mailing Address: Tivoli Systems Inc Burnet Road Austin, TX Attention: Product Development IBM Operational Support Services Support Line: No Product Web Site: A complete list of products, terminology definitions, and licensing documents are available at the following Web site: Prices Customer Financing: IBM Global Financing offers attractive financing to credit-qualified commercial and government customers and Business Partners in more than 40 countries around the world. IBM Global Financing is provided by the IBM Credit Corporation in the United States. Offerings, rates, terms, and availability may vary by country. Contact your local IBM Global Financing organization. Country organizations are listed on the Web at: Prices are unaffected by this announcement

6 PA For PA and prices, contact your IBM representative or your authorized IBM Business Partner. For additional information about the PA offering, visit the following Web site: Order Now Use Priority/Reference Code: YE001 Phone: Fax: Internet: Mail: 800-IBM-CALL 800-2IBM-FAX ibm IBM Atlanta Sales Center Dept. YE001 P.O. Box 2690 Atlanta, GA You can also contact your local IBM Business Partner or IBM representative. To identify them, call 800-IBM-4YOU. Note: Shipments will begin after the planned availability date. Trademarks OS/2, AIX, OS/2 Warp, Netfinity, and SystemView are registered trademarks of International Business Machines Corporation in the United States or other countries or both. Windows and Windows NT are registered trademarks of Microsoft Corporation. Java is a trademark of Sun Microsystems, Inc. UNIX is a registered trademark is a registered trademark of the Open Company in the United States and other countries. Tivoli is a registered trademark of International Business Machines Corporation or Tivoli Systems Inc. in the United States or other countries or both. Other company, product, and service names may be trademarks or service marks of others