| action plan |
A step or series of steps to be taken
by the customer and/or support personnel
in the course of determining and resolving the
operating system or hardware problem. An action
plan is created by IBM support personnel, and
is in effect until completed or until a new action
plan is necessary.
|
| AIX |
Advanced Interactive eXecutive [IBM]-
The name for one of IBM's operating systems,
which is a flavor of Unix. AIX is an operating
system which runs on RS/6000®s and pSeries machines.
|
| AIX SWMA |
"AIX Software Maintenance
" - The name for
the support contract for the AIX operating system.
AIX on pSeries support is achieved through
an AIX SWMA contract. More information can be found about AIX
SWMA at
IBM Software Maintenance for AIX Operating System,
or by calling 1-800-IBM-4YOU.
|
| alt_disk_install |
"Alternate disk installation."
A method for installing fixes which reduces the
amount of time the computer is down while upgrading,
and makes it easier to recover should a
problem occur. Information about
alt_disk_install can be found in the AIX
installation guides, which can be reached from
at
AIX documentation in the "Information Center"
site. Choose the AIX version, then click on
"Installation guides." Click on
"Installation Guide and Reference" or
" Installation Guide." There
will be a whole chapter on "Alternate disk installation."
For alternate disk installation information on AIX version 5.3, go to
IBM eServer pSeries Information Center for AIX 5L version 5.3
Click on "AIX documentation," click on "
installation and maintenance." Look in the "
Installing the Base Operating System" section of the
Installation Guide and Reference."
|
| APAR |
Authorized Program Analysis Report [IBM]-
description and history of a possible
defect and its resolution. Each APAR is given
a unique number. If it is confirmed
that a defect does exist, and it is fixed,
the fix is called a
PTF,
"Program Temporary Fix."
|
| apply |
A method of putting on a fix which makes it easy to
to back off the fix.
Additional information about applying fixes can be
found in the Installation Guides in the AIX documentation
at
http://publib16.boulder.ibm.com/pseries/en_US/infocenter/base/aix.htm.
Choose the version of AIX you have, then open the
"Installation Guide" or "Installation and
Reference Guide." Check the glossary.
For information about applying fixes in the "applied state"
in AIX version 5.3, go to
IBM eServer pSeries Information Center for AIX 5L version 5.3
Click on "AIX documentation," click on "
installation and migration." Check the "
Installing the Base Operating System" section in the index of the "
Installation Guide and Reference."
|
| capacity planning |
A strategy for anticipating future workloads of your
computers, with the aim of creating a computing
environment that can handle the future workload.
There is an IBM redbook for AIX on pSeries that
focuses on this topic, called "IBM eServer
pSeries Sizing and Capacity Planning: A Practical
Guide." Search for "SG24-7071-00" at
http://www.redbooks.ibm.com.
|
| cert advisory |
A cert advisory is a public alert regarding the
possible breach of computer security. The cert organization has
main website,
http://www.cert.org.
There will be a transition soon to the "US-Cert"
site,
http://www.us-cert.gov.
You can sign up to receive e-mail alerts when a cert
advisory is issued by visiting the US-Cert site.
|
| commit |
A method of putting on a fix which is harder to
retract than
applying a fix.
Additional information about committing fixes can be
found in the "Installation Guide"
or "Installation Guide and Reference"
in the AIX documentation at
http://publib16.boulder.ibm.com/pseries/en_US/infocenter/base/aix.htm.
Choose the version of AIX, then open the installation
Guide. Check the glossary.
For information about committing fixes in AIX version 5.3, go to
IBM eServer pSeries Information Center for AIX 5L version 5.3
Click on "AIX documentation" --> "
Installation and migration." --> "Installing AIX"
--> quot;Maintaining optional software products."
|
| defect |
Operating system code or hardware that is not working as designed.
|
| Duty Manager |
An IBM representative whose function is to listen
to customer concerns, accept positive and negative
feedback, and find the proper resource that will help
resolve a customer concern. A Duty Manager can be
reached by calling 1-800-IBM-SERV.
|
| EAS |
"Enhanced AIX Operating System" -
A type of IBM technical support contract
which was withdrawn as of July 2003. EAS was replaced
by the contract known as
"AIX SWMA."
|
| eServer ® |
A computer which is self-configuring,
self-healing, self-optimizing, and self-protecting. Several
types of very different IBMcomputers can be described as eServers, and will
often have other names to describe them as well. Example,
" IBM eServer pSeries."
|
| ftp |
"file transfer protocol" - An internet protocol for transmitting
files across a network.
|
| how-to |
In support, "how-to" problems are those
problems which are not due to a
defect in the code
or hardware.
Resolving a how-to problem might involve
running some operating system commands or re-configuring
something rather than fixing a defect in IBM code or hardware.
Sometimes a how-to problem is simply solved by
education, communication, or pointing to documentation.
|
| IBM |
International Business Machines
|
| IBM Business Partner
|
A formalized relationship between a company (usually
an Independent Software Vendor) and IBM.
Being a Business Partner confers some advantages
and privileges. See the
Partnerworld site for more information.
|
| Maintenance Package |
A group of fixes in one convenient package.
Also known as "Recommended Maintenance Level,"
"Fix Pack," or "Recommended Maintenance
Package."
|
| mksysb |
A method for backing up the operating system in AIX.
Information about performing a mksysb can be found in
the AIX 5.2 and 5.1 Installation Guides which are accessible from
http://publib16.boulder.ibm.com/pseries/en_US/infocenter/base/aix.htm.
Click on the version of AIX, click on "Installation Guides:
Installation Guide and Reference". Look for a section
regarding "System Backups." Or, look in
the "System's Users Guides: Operating Systems and Devices".
For AIX 5.3, consult
IBM eServer pSeries Information Center for AIX 5L version 5.3.
Click on "AIX documentation" -->
"System management" --> " Installation
Guide and Reference" --> "System Management Concepts; Operating
Systems and Devices" --> "Backup and Restore."
|
| non-defect |
Problem is not code-related. The code is working
as designed. In support, "non-defect"
or "how-to" is any problem
that is not due to a defect in the code.
|
| ODM |
"Object Data Manager." Manages system
data. Changes made to the operating system through
smit or manually are maintained in the ODM.
|
| Partnerworld |
The entry "web portal" for IBM Business Partners,
at
http://www.ibm.com/partnerworld
|
| PDF |
"Portable Document Format"
- A special type of file format which can be read by a free
application from
http://www.adobe.com
called "Adobe Reader."
|
| PMR |
"Problem Management Record" - An electronic
tracking mechanism where IBM
support personnel can retain a history of observations,
debugging efforts, contacts with the customer,
and action plans during the course of working on a
customer problem.
Each PMR has a 5 digit unique number, a 3 digit branch
number related to geographical location, and a 3 digit
code that relates what country the PMR origninated in.
Customers can update the PMR in addition to IBM support
personnel, if they are registered with
Software Service Request for pSeries.
|
| positive identification
|
A problem that can be identified directly through
evidence, without a need to eliminate possible factors
one by one, as is done in the process of elimination.
|
| Power ® |
A type of processor. Power ® is actually
an acronym, which stands for "Power Optimization
With Enhanced RISC." There are Power4 or Power5
microprocessors ("chips") in pSeries machines, depending on what
model of pSeries. Read more about it in this
"POWER to the people" article.
|
|
problem description |
An explanation of what the computing or
hardware problem is believed to be. The problem
description should be as detailed as necessary
to capture the nature of the problem.
The problem description will be recorded in the
PMR
and may have to be revised when new information is
discovered during
problem determination.
|
| problem determination
|
Steps taken to discover the
root cause of the computing
problem. Doing problem determination requires that the
IBM technical support and/or the customer follow an
action
plan which is created by IBM technical support.
Each step of problem determination is recorded in the
PMR by IBM technical support
so that there is a history
of what attempts have been made to resolve the problem.
|
| problem resolution
|
The steps which lead to the solution of the computing
or hardware problem.
The problem resolution is recorded in the PMR so that
IBM technical support can benefit from the knowledge
gained.
|
| process of elimination
|
A debugging technique in which factors that could
be causing the problem are eliminated one by one
until the problem can be more
clearly identified.
|
| production machine
|
A machine which supports internal business functions
or customers directly. As opposed to a test, staging,
or development machine.
|
| pSeries ® |
The "p" stands for "performance." The pSeries is
classified as a Unix server as well as an eServer.
More information can be found in the report
entitled "IBM eServer pSeries Facts and
Features" at the
pSeries Literature site.
|
| PTF |
"Program Temporary Fix" - Upgraded code that contains
a fix for an APAR.
|
| RAS |
"Reliability, Availability, Serviceability"
- Features in a computer
which contribute to those 3 qualities. The higher the
"RAS" the fewer unplanned outages there are,
and the faster problems are able to fixed. These
qualities are especially important in mission-
critical endeavors. Each pSeries service guide will
mention RAS features.
|
| Recommended Maintenance Levels
|
Packages of AIX fixes tested and released together.
Also known as "Recommended Maintenance Package,"
"Maintenance Level," and "ML."
|
| Recommended Maintenance Package
|
Packages of AIX fixes tested and released together.
Also known as "Recommended Maintenance Level,"
"Maintenance Level," "Maintenance
Package," and "ML."
|
| reproducible testcase
|
Any code, executables, or combination of computing
elements which illustrate a failing situation in a
reliable, consistent manner. The testcase can be used
by IBM support personnel to reproduce the problem
for the purpose of debugging it.
|
| RISC |
"Reduced Instruction Set Computing"-
A technology that is the basis for the
the fast execution of instructions in the RS/6000® machines.
|
| root cause |
The underlying reason for a computing or hardware
problem.
|
| RS/6000® |
A brand of IBM machine based on the RISC technology.
The RS/6000® machines are classified as Unix servers.
|
| services |
Some action that IBM accomplishes for the customer.
As opposed to support, where IBM assists the
customer but does not
perform the work directly on the machine.
|
| severity |
A number given to a PMR to assist IBM technical
personnel in ranking the urgency of a situation.
A severity of 1 is considered a "high"
severity. The lowest severity is 4. Please see
the chart on the webpage entitled
Contacting IBM where pSeries hardware and
operating system severity is explained.
|
| support |
IBM assists and guides the customer to resolve a
computing or hardware problem. The customer is the
active link to the machine- IBM does not
have direct access to the machine.
|
| SupportLine |
The former name for a type of AIX support contract.
SupportLine or Support Line can also refer to the
IBM technical support groups who provided the support,
and who still provide support under different contract
names.
|
| SWMA |
See "AIX SWMA"
|
| tabs |
The name for a way to display information on websites.
Website tabs resemble manilla folder tabs - that part
of the folder that sticks out so it can
be labeled and seen. Clicking on the text of the
tab shows you a different view in the same browser
window.
|
| testcase |
Support uses this word in two ways. 1) Any data sent
to IBM- outputs from commands, core dump files,
snap files, etc. 2) A set of files, executables,
or any computing elements which demonstrate a
failing condition for the purpose of reproduction
and debugging.
|
| testcase server
|
A machine where IBM customers can upload
testcases (or data) and download files from IBM.
Each area of IBM support has a different machine or a
different directory on a machine that only that area of
support can access. IBM support groups
should tell customers what their testcase server is
named, and how to transmit data there.
|
| Unix Server |
A broad category of computers within IBM which all
run Unix operating systems such as AIX or Linux.
|
|
unsupported configuration |
Using hardware or software which IBM does not support.
Or, setting up a supported IBM product in a way that
is not recommended, specified, implied,
or intended in the manuals for that product.
|
| workaround |
Some action that results in alleviating
a computing or hardware
problem, but which does not solve the problem.
|
![[image of a Unix guru]](images/dictionary.jpg)
