Certification guide series ibm tivoli business service manager v4.1.1 implementation sg247756

Front cover

Certification Guide Series:
IBM Tivoli Business Service
Manager V4.1.1 Implementation

Detailed architecture and component
description

Installation and configuration
processing

Managing business
services in real time

Budi Darmawan
Thomas Boiocchi
Andre Ricardo Cavalcanti de Araujo
Mario Schuerewegen
Phillip Stanton

ibm.com/redbooks

International Technical Support Organization

Certification Guide Series: IBM Tivoli Business
Service Manager V4.1.1 Implementation

September 2009

SG24-7756-00

Note: Before using this information and the product it supports, read the information in
“Notices” on page vii.

First Edition (September 2009)

This edition applies to Version 4, Release 1, Modification 1 of IBM Tivoli Business Services
Manager (product number 5724-C51).
© Copyright International Business Machines Corporation 2009. All rights reserved.
Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADP
Schedule Contract with IBM Corp.

Contents

Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
The team that wrote this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Become a published author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi
Comments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii

Chapter 1. Certification overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1 IBM Professional Certification Program . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.1.1 Benefits of certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
1.1.2 IBM Tivoli Software Professional Certification . . . . . . . . . . . . . . . . . . 4
1.1.3 Growth through skills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1.2 IBM Tivoli Business Services Manager V4.1.1 test objectives . . . . . . . . . . 8
1.2.1 Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.2.2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.2.3 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.2.4 Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.2.5 Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
1.2.6 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
1.3 Certification achieved . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
1.3.1 IBM Tivoli Business Service Manager V4.1.1 . . . . . . . . . . . . . . . . . . 22
1.3.2 Tivoli Fault Management Solutions 2008 . . . . . . . . . . . . . . . . . . . . . 23
1.3.3 IBM Service Management Service Availability and Performance
Management 2009 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
1.3.4 IBM Service Management Data Center Management and
Transformation 2009. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
1.4 Recommended study resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.4.1 Courses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Chapter 2. Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
2.1 IBM Tivoli Business Service Manager architecture . . . . . . . . . . . . . . . . . . 30
2.1.1 IBM Tivoli Netcool/OMNIBus ObjectServer. . . . . . . . . . . . . . . . . . . . 31
2.1.2 Netcool License Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
2.1.3 Netcool Security Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
2.1.4 IBM Tivoli Netcool GUI Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . 35
2.1.5 IBM Tivoli Business Service Manager server . . . . . . . . . . . . . . . . . . 35
2.2 Planning prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
2.2.1 Operating system requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

© Copyright IBM Corp. 2009. All rights reserved. iii

2.2.2 Java requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
2.2.3 Web browser support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
2.2.4 Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
2.3 Service dependencies diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
2.4 Deployment plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Chapter 3. Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
3.1 Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
3.1.1 Windows preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
3.1.2 UNIX/Linux preparation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
3.2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
3.2.1 Running the installation wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
3.2.2 Silent installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
3.2.3 Uninstallation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
3.3 Post installation customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
3.4 Verification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Chapter 4. Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.1 Properties settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4.2 Maintenance schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.2.1 Create and edit maintenance schedule. . . . . . . . . . . . . . . . . . . . . . . 82
4.2.2 Deleting a maintenance schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.2.3 Refresh interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
4.3 SSL configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
4.4 Security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
4.5 Data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
4.6 Data fetcher. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
4.7 Service templates and service instance . . . . . . . . . . . . . . . . . . . . . . . . . 102
4.7.1 Service template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
4.7.2 Service instances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
4.8 Auto population rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
4.9 ESDA rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Chapter 5. Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
5.1 Custom page and layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
5.2 Custom canvas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
5.3 Setting the default viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
5.4 Tree template editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
5.5 Customer customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Chapter 6. Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
6.1 Startup and shutdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
6.2 Test event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
6.3 IBM Tivoli Netcool/OMNIbus update . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

iv Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

6.4 XMLconfig and CSS modification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
6.5 Configuration export and import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
6.6 Backup and restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
6.6.1 Backing up on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
6.6.2 Restoring on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
6.6.3 Backing up on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
6.6.4 Restoring on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Chapter 7. Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
7.1 Installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
7.1.1 Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
7.1.2 UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
7.2 Operational problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
7.3 Upgrade problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Appendix A. Sample test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Sample questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Sample question answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Other publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
How to get Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Contents v

vi Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

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 in other countries. Consult
your local IBM representative for information on the products and services currently available in your area.
Any reference to an IBM product, program, or service is not intended to state or imply that only that IBM
product, program, or service may be used. Any functionally equivalent product, program, or service that
does not infringe any IBM intellectual property right may be used instead. However, it is the user's
responsibility to evaluate and verify the operation of any non-IBM product, program, or service.

IBM may have patents or pending patent applications covering subject matter described in this document.
The furnishing of this document does not give you any license to these patents. You can send license
inquiries, in writing, to:
IBM Director of Licensing, IBM Corporation, North Castle Drive, Armonk, NY 10504-1785 U.S.A.

The following paragraph does not apply to the United Kingdom or any other country where such
provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION
PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR
IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT,
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer
of express or implied warranties in certain transactions, therefore, this statement may not apply to you.

This information could include technical inaccuracies or typographical errors. Changes are periodically made
to the information herein; these changes will be incorporated in new editions of the publication. IBM may
make improvements and/or changes in the product(s) and/or the program(s) described in this publication at
any time without notice.

Any references in this information to non-IBM Web sites are provided for convenience only and do not in any
manner serve as an endorsement of those Web sites. The materials at those Web sites are not part of the
materials for this IBM product 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 it believes appropriate without
incurring any obligation to you.

Information concerning non-IBM products was obtained from the suppliers of those products, their published
announcements or other publicly available sources. IBM has not tested those products and cannot confirm
the accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on
the capabilities of non-IBM products should be addressed to the suppliers of those products.

This information contains examples of data and reports used in daily business operations. To illustrate them
as completely as possible, the examples include the names of individuals, companies, brands, and products.
All of these names are fictitious and any similarity to the names and addresses used by an actual business
enterprise is entirely coincidental.

COPYRIGHT LICENSE:

This information contains sample application programs in source language, which illustrate programming
techniques on various operating platforms. You may copy, modify, and distribute these sample programs in
any form without payment to IBM, for the purposes of developing, using, marketing or distributing application
programs conforming to the application programming interface for the operating platform for which the
sample programs are written. These examples have not been thoroughly tested under all conditions. IBM,
therefore, cannot guarantee or imply reliability, serviceability, or function of these programs.

© Copyright IBM Corp. 2009. All rights reserved. vii

Trademarks
IBM, the IBM logo, and ibm.com are trademarks or registered trademarks of International Business
Machines Corporation in the United States, other countries, or both. These and other IBM trademarked
terms are marked on their first occurrence in this information with the appropriate symbol (® or ™),
indicating US registered or common law trademarks owned by IBM at the time this information was
published. Such trademarks may also be registered or common law trademarks in other countries. A current
list of IBM trademarks is available on the Web at http://www.ibm.com/legal/copytrade.shtml

The following terms are trademarks of the International Business Machines Corporation in the United States,
other countries, or both:

AIX 5L™ PartnerWorld® System z®
AIX® POWER5™ Tivoli Enterprise Console®
DB2® Rational® Tivoli®
Foundations™ Redbooks® ValueNet®
IBM® Redpapers™ WebSphere®
Informix® Redbooks (logo) ® z/OS®
Lotus® System i®
Netcool® System p®

The following terms are trademarks of other companies:

ValueNet, and the FileNet logo are registered trademarks of FileNet Corporation in the United States, other
countries or both.

ITIL is a registered trademark, and a registered community trademark of the Office of Government
Commerce, and is registered in the U.S. Patent and Trademark Office.

SUSE, the Novell logo, and the N logo are registered trademarks of Novell, Inc. in the United States and
other countries.

Oracle, JD Edwards, PeopleSoft, Siebel, and TopLink are registered trademarks of Oracle Corporation
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Red Hat, and the Shadowman logo are trademarks or registered trademarks of Red Hat, Inc. in the U.S. and
other countries.

J2EE, Java, JDBC, JSP, JVM, MySQL, Solaris, Sun, Sun Java, and all Java-based trademarks are
trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.

Active Directory, Expression, Internet Explorer, Microsoft, Windows Server, Windows Vista, Windows, and
the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both.

Intel Xeon, Intel, Intel logo, Intel Inside logo, and Intel Centrino logo are trademarks or registered trademarks
of Intel Corporation or its subsidiaries in the United States, other countries, or both.

UNIX is a registered trademark of The Open Group in the United States and other countries.

Linux is a trademark of Linus Torvalds in the United States, other countries, or both.

Other company, product, or service names may be trademarks or service marks of others.

viii Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

Preface

This IBM® Redbooks® publication is a study guide for the IBM Tivoli® Business
Service Manager V4.1.1 certification test. It is aimed at IT professionals who
want to be an IBM Certified Professional for this product.

The IBM Tivoli Business Service Manager V4.1.1 implementation test is offered
through the IBM Professional Certification program. It is designed to validate the
skills required of technical professionals who work in the implementation and
deployment of IBM Tivoli Business Service Manager V4.1.1.

This book provides the necessary information for understanding the subject
matter. It includes sample questions that will help evaluate personal progress. It
familiarizes the readers with the types of questions that may be encountered in
the exam.

This guide does not replace practical experience and is not designed to be a
stand-alone guide for the subject. Instead, this guide should be combined with
educational activities and experiences and used as a very useful preparation
guide for exam.

For your convenience, the chapters are based on the certification objectives of
the IBM Tivoli Business Service Manager V4.1.1 implementation certification
test. Those requirements are planning, prerequisites, installation, configuration,
administration, problem determination. Studying each chapter helps you prepare
for the objectives of the exam.

The team that wrote this book
This book was produced by a team of specialists from around the world working
at the International Technical Support Organization, Raleigh Center.

© Copyright IBM Corp. 2009. All rights reserved. ix

Figure 1 Mario, Thomas, Andre, and Phillip

Budi Darmawan is a Project Leader at the International Technical Support
Organization, Austin Center. He writes extensively and teaches IBM classes
worldwide on all areas of Tivoli and systems management. Before joining the
ITSO 10 years ago, Budi worked in Integrated Solution Services, IBM Indonesia
as lead implementer and solution architect.

Thomas Boiocchi an IT Specialist based in Italy, working for Tivoli Services
since 2007. He joined IBM after working for several years as a Netcool®
Specialist for Eirteic Consulting travelling around the world. He has 10 years of IT
experience and previously worked as a system and network administrator in
Telkom and banks in Italy. His area of expertise include IBM Tivoli
Netcool/OMNIbus, IBM Tivoli Business Services Manager, Network Manager,
and IBM Tivoli Netcool/Impact.

Andre Ricardo Cavalcanti de Araujo is a System Management Information
Technology Specialist working with Tivoli Management Product in Brazil. He has
12 years of experience in servers and systems support. He hold a degree in
Telecommunication Engineering and has MBA in Network Computer

x Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

Management. His areas of expertise include UNIX/Linux® support, Cisco
networking, networking security, and infrastructure and networking management.

Mario Schuerewegen is a Technical Presales specialist based in Belgium that
specializes in Netcool products. He has 10 years of experience in the network
and event management field. His areas of expertise include Cisco networking,
SNMP, and network management.

Philip Stanton is an L2 software support specialist based in the United States.
He has 12 years of Information Technology experience and holds a Bachelors of
Science degree in Business Administration with an emphasis on Information
Systems. Most of his experience is in supporting and administrating mixed
UNIX® and Microsoft® Windows® platforms for various Business to Business
services and e-commerce Web sites. He joined IBM 2 years ago in L2 support for
the IBM Tivoli Netcool/OMNIbus, IBM Tivoli Netcool/Webtop, System Service
monitors, and Internet Service Monitors software solutions. He currently holds
the following certifications: Netcool Core V2, Netcool Core V3, Tivoli Level 2
Support Tools and Processes, and MCSE NT4/2000.

Thanks to the following people for their contributions to this project:

Tamikia Barrow, Margaret Ticknor, Wade Wallace
International Technical Support Organization, Raleigh Center

Jill Kanatzar
IBM Software Group, Worldwide Sales Channel Growth Executive

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Preface xi

Comments welcome
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xii Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

1

Chapter 1. Certification overview
This chapter provides an overview of the skills requirements needed to obtain an
IBM Tivoli Business Service Manager V4.1.1 certification. This chapter provides
a comprehensive review of topics that are essential for obtaining the certification
in the following sections:
1.1, “IBM Professional Certification Program” on page 2
1.2, “IBM Tivoli Business Services Manager V4.1.1 test objectives” on page 8
1.3, “Certification achieved” on page 21
1.4, “Recommended study resources” on page 26

© Copyright IBM Corp. 2009. All rights reserved. 1

1.1 IBM Professional Certification Program
Having the right skills for the job is critical in the growing global marketplace. IBM
Professional Certification is designed to validate your skills and proficiency with
the latest IBM solution and product technology. It can help provide that
competitive edge.

The Professional Certification Program from IBM offers a business solution for
skilled technical professionals seeking to demonstrate their expertise to the
world. The program is designed to validate your skills and demonstrate your
proficiency in the latest IBM technology and solutions. In addition, professional
certification may help you excel at your job by giving you and your employer the
confidence that your skills have been tested. You may be able to deliver higher
levels of service and technical expertise than non-certified employees and move
to a faster career track.

The certification requirements are difficult, but they are not overwhelming. IBM
Professional Certification is a rigorous process that differentiates you from
everyone else. The mission of IBM Professional Certification is to:
Provide a reliable, valid, and fair method of assessing skills and knowledge.
Provide IBM with a method of building and validating the skills of individuals
and organizations.
Develop a loyal community of highly skilled certified professionals who
recommend, sell, service, support, and use IBM products and solutions.

The Professional Certification Program from IBM has developed certification role
names to guide you in your professional development. The certification role
names include IBM Certified Specialist, IBM Certified Solutions/Systems Expert,
and IBM Certified Advanced Technical Expert. These role names are for
technical professionals who sell, service, and support IBM solutions. For
technical professionals in application development, the certification roles include
IBM Certified Developer Associate and IBM Certified Developer. An IBM Certified
Instructor certifies the professional instructor.

The Professional Certification Program from IBM provides you with a structured
program leading to an internationally recognized qualification. The program is
designed for flexibility by allowing you to select your role, prepare for and take
tests at your own pace, and, in some cases, select from a choice of elective tests
best suited to your abilities and needs. Some roles also offer a shortcut by giving
credit for a certification obtained in other industry certification programs.

2 Certification Guide Series: IBM Tivoli Business Service Manager V4.1.1 Implementation

You can be a network administrator, systems integrator, network integrator,
solution architect, solution developer, value-added reseller, technical coordinator,
sales representative, or educational trainer. Regardless of your role, you can
start charting your course through the Professional Certification Program from
IBM today.

The IBM Professional Certification Program Web site is available at the following
address:

http://www.ibm.com/certify/index.shtml

1.1.1 Benefits of certification
Certification is a tool to help objectively measure the performance of a
professional on a given job at a defined skill level. Therefore, it is beneficial for
individuals who want to validate their own skills and performance levels, their
employees, or both. For optimum benefit, the certification tests must reflect the
critical tasks required for a job, the skill levels of each task, and the frequency by
which a task needs to be performed. IBM prides itself in designing
comprehensive, documented processes that ensure that IBM certification tests
remain relevant to the work environment of potential certification candidates.

In addition to assessing job skills and performance levels, professional
certification can also provide such benefits as:
For employees:
– Promotes recognition as an IBM certified professional
– Helps to create advantages in interviews
– Assists in salary increases, corporate advancement, or both
– Increases self-esteem
– Provides continuing professional benefits
For employers:
– Measures the effectiveness of training
– Reduces course redundancy and unnecessary expenses
– Provides objective benchmarks for validating skills
– Makes long-range planning easier
– Helps to manage professional development
– Aids as a hiring tool
– Contributes to competitive advantage
– Increases productivity
– Increases morale and loyalty

Chapter 1. Certification overview 3

Specific benefits can vary by country (region) and role. In general, after you
become certified, you should receive the following benefits:
Industry recognition
Certification may accelerate your career potential by validating your
professional competency and increasing your ability to provide solid, capable
technical support.
Program credentials
As a certified professional, you receive through e-mail your certificate of
completion and the certification mark associated with your role for use in
advertisements and business literature. You can also request a hardcopy
certificate, which includes a wallet-size certificate.
The Professional Certification Program from IBM acknowledges the individual
as a technical professional. The certification mark is for the exclusive use of
the certified individual.
Ongoing technical vitality
IBM Certified professionals are included in mailings from the Professional
Certification Program from IBM.

1.1.2 IBM Tivoli Software Professional Certification
The IBM Tivoli Professional Certification program offers certification testing that
sets the standard for qualified product consultants, administrators, architects,
and Business Partners.

The program also offers an internationally recognized qualification for technical
professionals seeking to apply their expertise in today's complex business
environment. The program is designed for those who implement, buy, sell,
service, and support IBM Tivoli solutions and want to deliver higher levels of
service and technical expertise.

Benefits of being Tivoli certified
Tivoli certification provides the following benefits:
For the individual:
– IBM Certified certificate and use of logos on business cards
– Recognition of your technical skills by your peers and management
– Enhanced career opportunities
– Focus for your professional development


For the IBM Business Partner:
– Confidence in the skills of your employees
– Enhanced partnership benefits from the IBM Business Partner program
– Billing your employees out at higher rates
– Strengthens your proposals to customers
– Demonstrates the depth of technical skills available to prospective
customers
For the customer:
– Confidence in the service professionals handling your implementation
– Ease of hiring competent employees to manage your Tivoli environment
– Enhanced return on investment (ROI) through more thorough integration
with Tivoli and third-party products
– Ease of selecting a Tivoli Business Partner that meets your specific needs

Certification checklist
The certification process is as follows:
1. Select the certification that you want to pursue.
2. Determine which test or tests are required by reading the certification role
description.
3. Prepare for the test, using the following resources:
– Test objectives (1.2, “IBM Tivoli Business Services Manager V4.1.1 test
objectives” on page 8)
– Recommended educational resources (1.4, “Recommended study
resources” on page 26)
– Sample/assessment test (Appendix A, “Sample test” on page 163)
– Other reference materials
– Opportunities for experience

4. Register to take a test by contacting one of our worldwide testing vendors:
– Thomson Prometric
– Pearson Virtual University Enterprises (VUE)

5. Take the test. Be sure to keep the Examination Score Report provided upon
test completion as your record of taking the test.


6. Repeat steps three through five until all required tests are successfully
completed for the desired certification role. If additional requirements are
needed (such as another vendor certification or exam), follow the instructions
on the certification description page to submit these requirements to IBM.
7. After you complete your certification requirements, you will be sent an e-mail
asking you to accept the terms of the IBM Certification Agreement before
receiving the certificate.
8. Upon acceptance of the terms of the IBM Certification Agreement, an e-mail
will be sent containing the following electronic deliverables:
– A Certification Certificate in PDF format, which can be printed in either
color or black and white
– A set of graphic files of the IBM Professional Certification mark associated
with the certification achieved
– Guidelines for the use of the IBM Professional Certification mark
9. To avoid unnecessary delay in receiving your certificate, ensure that we have
your current e-mail on file by keeping your profile up to date. If you do not
have an e-mail address on file, your certificate will be sent through postal
mail.

After you receive a certificate by e-mail, you can also contact IBM at
mailto:certify@us.ibm.com to request that a hardcopy certificate be sent by
postal mail.

1.1.3 Growth through skills
Customers want to work with experts who understand their business and can
help them achieve their objectives. IBM Business Partners who have expertise
across the IBM software portfolio are well positioned to deliver high client value.

IBM Software is announcing the next step in our Business Partner channel
strategy by focusing on Growth Through Skills. In October 2009, IBM will roll out
a new controlled distribution model to maximize value to our Business Partners
and customers.

A subset of the IBM software portfolio will continue to be offered through the
open distribution model or by using Software ValueNet®. The benefits of the
growth through skills program are:
Protects and maximizes your return on investment (ROI) in the technical,
sales and marketing skills you have developed.
Places a premium on your skills and solutions that differentiate your ability to
offer your customers guidance in a tough economy.


Rewards the value you bring throughout the sales cycle through the lucrative
IBM Software Value Incentive (SVI).
Provides financial rewards for integrating IBM software with your business
solutions through the Value Advantage Plus (VAP) incentive.
Accelerates your growth with experienced software Value Added Distributors
(VADs).
Improves access to IBM resources, including industry-leading sales,
technical, and marketing.

Authorization to resell IBM software products within controlled distribution is
achieved at the product group level. There are 14 products groups across the five
brands.
WebSphere®
– SOA Foundation
– Connectivity
– Business Process Management
– Commerce
– SOA Appliances
– Enterprise Solutions (IBM System z®)
Tivoli
– Storage Management
– Security & Compliance Management
– Automation
– Enterprise Asset Management
Information Management
– Heritage CM
– Data Management
Lotus®
Portal
Rational®

The criteria for authorization to resell IBM Software products within controlled
distribution include:
Membership in the IBM PartnerWorld® program


Approved participation in Software Value Incentive (SVI) or Value Advantage
Plus (VAP)
– For SVI, technical and sales skills in the product group(s) you want to sell
– For VAP, an approved solution containing the product group(s) you want to
sell
An approved PartnerPlan
Minimum revenue participation levels within SVI and VAP after the first year

IBM provides comprehensive enablement options to support the education,
training, and certifications necessary to qualify for authorization to resell:
Leverage the readiness assessment tools and work with your Distributor or
IBM Business Partner Sales Representative to explore enablement
opportunities and support.
Visit the Subject Matter Expert (SME) Zone on the Virtual Innovation Center
as a single point of entry to review software education and customized
roadmaps.
Learn about the You Pass, We Pay education reimbursement.
Participate in readiness events throughout the year and revisit the Web for
updates and the latest support materials.

1.2 IBM Tivoli Business Services Manager V4.1.1 test
objectives
The test has the following objectives:
1.2.1, “Planning” on page 9
1.2.2, “Installation” on page 10
1.2.3, “Configuration” on page 10
1.2.4, “Customization” on page 13
1.2.5, “Operations” on page 16
1.2.6, “Troubleshooting” on page 20

For the most updated objectives of the IBM Tivoli Business Services Manager
V4.1.1 Implementation test (test #436), refer to the following address:
http://www-03.ibm.com/certify/tests/obj436.shtml


This test has the following aspects:
Number of questions: 51
Time allowed in minutes: 90
Required passing score: 65%
Test languages: English

1.2.1 Planning
Given vendor documentation, customer documentation, and requirements,
validate the customer environment so that customer requirements are fulfilled
and IBM Tivoli Business Services Manager is ready to install, with emphasis on
the following steps:
1. Verify operating systems.
2. Verify OS patches.
3. Verify DNS.
4. Identify a non-root login.
5. Determine disk space.
6. Determine memory.
7. Determine failover configuration.
8. Determine authentication types.

Given business service information, determine which services to monitor, the
service dependencies, the service-affecting events and data, and create a
diagram so that all service dependencies are shown, with emphasis on
performing the following tasks:
1. Determine the highest-level services to monitor.
2. Determine what applications, devices, and so on that support the high-level
services
3. Determine how the lower-level services affect the higher-level services.
4. Determine what events or data affects each service type.

Given IBM Tivoli Business Services Manager prerequisites, server information,
and expected product load information, verify the prerequisites are met, create a
deployment plan so that business objectives are met, with emphasis on
performing the following tasks:
1. Ensure the prerequisites for the IBM Tivoli Business Services Manager
product are met.
2. Determine the IBM Tivoli Business Services Manager installation plan (simple
or advanced; one host, two hosts, or four hosts).


1.2.2 Installation
Given the installation media and prerequisites for IBM Tivoli Business Services
Manager, install IBM Tivoli Business Services Manager using the installation
program so that all IBM Tivoli Business Services Manager components are
installed, with emphasis on the following steps:
1. Create an IBM Tivoli Business Services Manager user. (In UNIX, create a
local, non-root user ID with shell capabilities; in Windows, create a user that is
a member of the local administrator group, not a user that is a member of the
domain administrator group.)
2. Obtain the installation media.
3. Ensure that the prerequisites for IBM Tivoli Business Services Manager
product are met.
4. Run the installation program. (Run launchpad.sh in UNIX and launchpad.exe
in Windows.)

Given a running ObjectServer and IBM Tivoli Business Services Manager server,
discover the ObjectServer schema so that IBM Tivoli Business Services
Manager events appear in the ObjectServer, with emphasis on the following
steps:
1. Run $NCHOME/bin/rad_discover_schema ObjectServer.
2. Run $NCHOME/bin/rad_discover_schema OutputObjectServer.
3. Verify that IBM Tivoli Business Services Manager events are appearing in the
ObjectServer.

1.2.3 Configuration
Given the customer requirements, service model requirements, product manuals,
and maintenance schedules, edit the log levels and maintenance schedules,
verify the IBM Tivoli Netcool/OMNIbus connection, and configure properties so
that a IBM Tivoli Business Services Manager server settings are configured, with
emphasis on the following steps:
1. Edit the log detail levels (RAD_server.props, RAD_policylogger.props, and
log4j.properties).
2. Edit the maintenance schedules using the GUI.
3. Edit the scheduleTime.xml file to delete a maintenance schedule.
4. Configure the properties (Servicetree refresh interval, service model time out,
discriminator field, and default service viewer type) in RAD_sla.props and
RAD_av.props.


Given a Data Source type and the correct Data Source connectivity information,
and assuming that they exist and work, create a Data Source mapping within
IBM Tivoli Business Services Manager so that external information can affect the
status of services in a service model, with emphasis on the following steps:
1. Log in to IBM Tivoli Business Services Manager.
2. Switch to the Service Administration window.
3. Click the Data tab.
4. Click the New button.
5. Enter the Data Source Settings and connectivity information.
6. Click Test Data Source.
7. Save your settings.

Given the query data, a timing interval, and an existing data source name, create
a Data Fetcher so that results are returned to IBM Tivoli Business Services
Manager, with emphasis on the following steps:
3. Click the Data Fetcher tab.
5. Enter a unique name for the data fetcher.
6. Select the Data Source.
7. Enter the SQL Query
8. Enter the expression for the SQL query
9. Set up the interval.
10.Click the View button.

Given access to IBM Tivoli Business Services Manager, and service template
and service instance information, configure a service template and service
instance so that a service model is displayed, with emphasis on the following
steps:
3. Select the Templates tab.
5. Enter the template settings.
6. Create the template rules.
7. Save the service template.
9. Select the Services tab.
10.Click the New button.
11.Enter the service instance settings.
12.Select the service template.
13.Click the Identification field tab.
14.Enter the field’s value.


15.Save the service instance.

Given the SSL certificate was created or purchased, IBM Tivoli Business
Services Manager was installed, and you have the server login information,
create SSL Secured Access to the IBM Tivoli Business Services Manager server
so that customer data is protected, with emphasis on the following steps:
Security Manager SSL Authentication:
a. Log in to the Security Manager server.
b. Create a Security Manager Server Certificate.
c. Add the certificate properties to SM_servletservice.props.
d. Encrypt the keypass password.
e. Configure SM_server.props.
IBM Tivoli Business Services Manager SSL Authentication:
a. Log in to the IBM Tivoli Business Services Manager server.
b. Create the Security Manager Server Certificate (if different from NCSM).
c. Add the certificate properties to server.props.
d. Configure server.xml.

Given access to IBM Tivoli Business Services Manager and an existing and
configured Data Source, Data Fetcher, and service template, create
AutoPopulation rules in a template so that a Service is created automatically, with
emphasis on the following steps:
3. Click the Templates tab.
4. Edit the template.
5. Click the Create Auto-Population Rules button.
6. Enter a unique rule name.
7. Select the incoming status rule.
8. Enter the Auto-Population information.
9. Repeat step 8 for any parent configuration.
10.Save the service template.

Given an existing template and access to IBM Tivoli Business Services Manager,
create rules so that an enriched event can be displayed on the service model,
with emphasis on the following steps:
2. Create a dependency rule by clicking the Rule tab.
3. Select the outage information.
4. Save your changes.
6. Create an incoming status rule by clicking the Rule tab.
7. Determine whether to create a good/marginal/bad rule or numerical rule.
8. Enter the rule settings.


9. Save your changes.
10.Edit the template.

Given an existing service template, data sources, and product documentation,
create a service using External Service Dependency Adapter (ESDA) so that the
ESDA rule is configured, with emphasis on the following steps:
2. Create an ESDA rule by clicking the Rule tab.
3. Determine whether the ESDA is a child or parent rule.
4. Select Data Source.
5. Enter an SQL query.
6. Enter the Expressions field information,
7. Verify the selected template.
8. Click Enabled.

Given an existing service instance and existing user or group, add security
permissions to service instance so that access to view or edit the server instance
is restricted., with emphasis on the following steps:
1. Edit the service instance.
2. Click the Security tab.
3. Select the users or groups.
4. Select the privileges.
5. Save the service instance.

1.2.4 Customization
Given the customer page template was verified, there is product documentation,
IBM Tivoli Business Services Manager is installed, and the admin user has been
defined, create a custom page using customer specified layouts and viewpoints
so that a custom page is properly displayed, with emphasis on the following
steps:
1. Log in to the IBM Tivoli Business Services Manager GUI as the admin user.
2. Switch to the Administration window.
3. Switch to the Layout tab.
4. Click the Add button.
5. Type in the page name and page title.
6. Select the correct category name and value.
7. Click Add.
8. Edit the page from the designated view.


9. Select the layout (menu pane, one column, tab pane, three columns, two
columns, or state-maintained tab pane)
10.Select the Security ID (user only, default, admin view only, admins only, and
user view only).
11.Add the designated viewpoint (active event list, chartview, iframe example,
lightweight event list, mapview, service details, service tree, service viewer,
table view, urgent service, version information, or end of viewpoints), pane, or
view.
12.Organize the viewpoints as specified by the template.
13.Select the decoration specified by the template.
14.Save the page.

Given that IBM Tivoli Business Services Manager is installed, an admin user is
defined, and there is a service model, product documentation, and canvas
template, create a custom canvas in the appropriate way, add and organize
indicator icons and decorations, select the background color, and save the
canvas so that the custom canvas can be displayed, with emphasis on the
following steps:
1. Log in to IBM Tivoli Business Services Manager as an admin user.
3. If the canvas should be tied to an instance, display the instance in the service
viewer.
4. Click the Create Canvas button in the service viewer.
5. If the canvas should not be tied to an instance, click the Custom canvases
selector.
6. Click the Create custom canvas button.
7. Add the indicator icons as specified by the predefined canvas template.
8. When adding indicator icons, specify the correct rules for each value.
9. Organize icons on the canvas.
10.Add and organize decorations.
11.Select the background color.
12.Save the canvas.


Given that IBM Tivoli Business Services Manager is install, an admin user is
defined, and there are existing custom pages, templates, metric rules, data
sources, data fetchers, and product documentation, create a new tree template
that defines the templates to be used and data to be displayed so that a custom
scorecard is created to display external data, with emphasis on the following
steps:
Log in to the IBM Tivoli Business Services Manager GUI as the admin user.
Switch to the Service Administration window.
From the services selector, click the Tree Template Editor button.
Create a new tree template.
Select the new tree template.
Change the sizing for columns to be displayed.
Create the columns to be displayed on the custom scorecard.
Select the templates to be used.
For each template, select the user defined metric/incoming status rule or
system defined rule.
Relate each rule that is selected to a column on the tree.
Edit the policy to customize what is displayed in the column, such as the value
being received or the custom icon.
Save the tree template.
Switch to the custom page where the custom service tree should be located.
Edit the service tree viewpoint.
Select the new tree template and the starting service instance.

Given the client's custom images, customize the IBM Tivoli Business Services
Manager page header and viewpoint header, as well as the custom service tree
icons, so that IBM Tivoli Business Services Manager displays the customer's
header images and custom service tree icons, with emphasis on the following
steps:
1. Place all the custom background header images in the appropriate directory.
2. Edit the background-image for the file
$NCHOME/guifoundation/webapps/desktop/css/ngf/ngf.css so that it points
IBM Tivoli Business Services Manager to display new header images in the
following sections:
– Table.netcool-topheader
– Td.netcool-topheader-left
– Td.netcool-topheader-right


3. Edit the background-image for the file
$NCHOME/guifoundation/webapps/desktop/css/viewpoint.css to point IBM
Tivoli Business Services Manager to display new viewpoint header images in
the following sections:
– table.vp_header td.vp_header_left
– table.vp_header vp_header_title
– table.vp_header td.vp_header_right

Given the custom icons and defined service model, customize IBM Tivoli
Business Services Manager so that the client service tree displays custom icons,
with emphasis on the following steps:
1. Place all custom icon images in the directory
$NCHOME/guifoundaiton/webapps/sla/images.
2. Edit the following policy to change the icon based on the current column by
using the tree template:
a. Place the editor in the IBM Tivoli Business Services Manager GUI.
b. Change the VALUE variable for each icon that should display if the column
name is customized.
c. Have the icon based on the icon that would normally be displayed.
3. Save the policy.

1.2.5 Operations
Given the dependencies between all four IBM Tivoli Business Services Manager
components, perform the correct starting order (License Server, IBM Tivoli
Netcool/OMNIbus, Security Manager, and then IBM Tivoli Business Services
Manager) and stopping order (IBM Tivoli Business Services Manager, Security
Manager, IBM Tivoli Netcool/OMNIbus, nd then License Server) of all four
components so that all four components will function properly and will allow for a
login to the IBM Tivoli Business Services Manager console, with emphasis on the
following steps:
The order of starting IBM Tivoli Business Services Manager components are:
a. Start IBM Tivoli Netcool Common License Server by running the following
commands:
• UNIX: $NCHOME/license/bin/nc_start_license
• Windows: net start “NCO Flex License Manager” or start from the
services window.


b. Start IBM Tivoli Netcool/OMNIbus by running the following commands:
• UNIX: $OMNIHOME/bin/nco_objserv
• Windows: net start “Netcool OMNIbus ObjectServer”
c. Start IBM Tivoli Netcool Security Manager by running the following
commands:
• UNIX: $NCHOME/security/bin/ncsm_server
• Windows: net start “Netcool Security Manager Server”
d. Start IBM Tivoli Business Services Manager by running the following
commands:
• UNIX: $NCHOME/bin/rad_server
• Windows: net start “Netcool Postgres Database” and net start
“Netcool GUI Foundation Server”
The order of stopping IBM Tivoli Business Services Manager components
are:
a. Stop IBM Tivoli Business Services Manager by running the following
commands:
• UNIX: $NCHOME/bin/rad_shutdown
• Windows: net stop “Netcool GUI Foundation Server” and net stop
“Netcool Postgres Database”
b. Stop IBM Tivoli Netcool Security Manager by running the following
commands:
• UNIX: $NCHOME/security/bin/ncsm_shutdown
• Windows: net stop “Netcool Security Manager Server”
c. Stop IBM Tivoli Netcool/OMNIbus by running the following commands:
• UNIX:
$OMNIHOME/bin/nco_sql -S NCOMS -U root -P ""
alter system shutdown
go
Exit
• Windows: net stop “Netcool OMNIbus ObjectServer”
d. Stop IBM Tivoli Netcool Common License Server by running the following
commands:
• UNIX: $NCHOME/license/bin/nc_stop_license
• Windows: net stop “NCO Flex License Manager” or stop it from
services window


Given that you have configured a service model, use the rad_sendevent utility to
send test events to the IBM Tivoli Business Services Manager ObjectServer so
that you can confirm that the services in the model respond to service-affecting
ObjectServer events properly, with emphasis on the following steps:
1. Issue the rad_sendevent command using the following syntax:
rad_sendevent <ObjectServer host> <ObjectServer port> <ObjectServer
userid> <ObjectServer Password or "">
where:
ObjectServer host Name of host machine running the ObjectServer
monitored by IBM Tivoli Business Services Manager
ObjectServer port Port number for the ObjectServer monitored by IBM
Tivoli Business Services Manager
ObjectServer userid The user name needed to access the ObjectServer
ObjectServer Password
Password for the user ID.
2. Enter "" for no password. After issuing the rad_sendevent command, a READY
prompt will appear; enter the field name.
3. Press the Enter key.
4. Type the field value pair on the next line.
5. Press the Enter key again.
6. When finished typing the field name and value pairs for an event, press the
Enter key twice.
7. Then either send another event, or press Ctrl-c to exit rad_sendevent.

Given that IBM Tivoli Business Services Manager V4.1.1 is installed and an
ObjectServer is running, modify the IBM Tivoli Netcool/OMNIbus schema using
the TBSM_db_update.sql file so that the additional fields are now imported to the
alerts.status table and an additional table called alerts.service_deps is also
added to the schema of the ObjectServer, with emphasis on the following steps:
1. Verify that the tbsm_db_update.sql file is located in the appropriate directory.
2. Modify the IBM Tivoli Netcool/OMNIbus ObjectServer schema by issuing the
following command:
cat $NCHOME/guifoundation/webapps/sla/install/tbsm_db_update.sql |
$OMNIHOME/bin/nco_sql -server <servername> -user <username>
-password <password>


where:
servername The name of the ObjectServer you want to create for
Netcool/RAD
username The ObjectServer user name
password The ObjectServer password

Given that a file is manually edited in the
$NCHOME/guifoundation/webapps/sla/av/xmlconfig and
$NCHOME/guifoundation/webapps/sla/av/css directories, issue the
rad_reinitcanvas script so that you see the changes from the IBM Tivoli Business
Services Manager GUI without having to restart the RAD server, with emphasis
on the following steps:
1. Edit any file manually within the following directories:
$NCHOME/guifoundation/webapps/sla/av/css
$NCHOME/guifoundation/webapps/sla/av/xmlconfig
2. Execute $NCHOME/bin/rad_reinitcanvas (for UNIX) or
%NCHOME%/bin/rad_reinitcanvas.bat (for Windows)
3. View the service tree to see your changes

Given that the desired services, templates, data fetchers, and data sources are
configured on another IBM Tivoli Business Services Manager server, perform the
exporting and importing of service configuration using the radshell function so
that services are configured successfully without having to manually create them
again, with emphasis on the following steps:
1. On the IBM Tivoli Business Services Manager server with existing services
configured, use the radshell export function as follows:
a. Execute $NCHOME/bin/rad_radshell.
b. When the prompt changes to radshell>, type export ();.
c. Press Enter.
d. When you are finished exporting, type exit ();.
e. Press Enter. All of the service templates, services, data fetchers, and data
sources are now written to a file named export.radsh in the
$NCHOME/guifoundation/webapps/sla directory.
2. Copy the export.radsh file into the $NCHOME/guifoundation/webapps/sla
directory of the IBM Tivoli Business Services Manager server to which you
want to import the services.
3. Import the file into that IBM Tivoli Business Services Manager server and
enter the command cat export.radsh | $NCHOME/bin/rad_radshell.


1.2.6 Troubleshooting
Given that there is an IBM Tivoli Business Services Manager V4.1.1 installation
failure on a Windows platform with MSIEXEC error 1603 in the installation logs
and a console error Insufficient space in Javaheap to satisfy allocation
request, first uninstall IBM Tivoli Business Services Manage, including removing
the %NCHOME% directory, and when reinstalling IBM Tivoli Business Services
Manager, make sure that the pgservice user is created using the correct
guidelines so that the IBM Tivoli Business Services Manager install will not fail
due to the rights of the pgservice user. Emphasize the following steps:
1. Make sure that the failed installation is cleaned up.
2. Stop all the Netcool Services (you must have rebooted since the original
installation).
3. Select Start → Control Panel → Add or Remove Programs, select IBM
Tivoli Business Service Manager (TBSM), and select the Change/Remove
button.
4. Read the information in the Welcome window and click Next.
5. in this window, all the features that have been installed are selected by
default. Select the features to uninstall and click Next. Read the listing of the
features that will be removed. Click Uninstall.
6. Read the post-uninstallation summary information and click Finish.
7. Reboot the computer after the uninstallation process finishes.
8. If all the components have been uninstalled, remove the %NCHOME% directory.

Given that there is an IBM Tivoli Business Services Manager V4.1.1 installation
failure on a UNIX platform, and subsequent installation attempts also fail and
give the error Import of the schema failed, uninstall IBM Tivoli Business
Services Manager using uninstaller.bin, delete the file
/var/tmp/locknetcool, and log in as a non-root user and reinstall IBM Tivoli
Business Services Manager so that a successful install is achieved. Emphasize
the following steps:
1. Run cd $NCHOME/_uninst and run ./uninstaller.bin.
2. Delete the file /var/tmp/locknetcool. The /var/tmp/locknetcool file remains
from a previous installation attempt. The license server fails to start, and as a
result, the IBM Tivoli Netcool/OMNIbus ObjectServer installation also fails
(failure to import schema into the ObjectServer). The installation must be
done by someone with a non-root user ID. The IBM Tivoli Business Services
Manager 4.1.1 installation program does not support logging in as root and
then switching from root to a different user ID. If you are logged in as root, log
out and then log in using a non-root user ID.


3. Re-install IBM Tivoli Business Services Manager V4.1.1.

Given that you have upgraded from IBM Tivoli Business Services Manager V4.1
to IBM Tivoli Business Services Manager 4.1.1 on Windows with the IBM Tivoli
Business Services Manager Reports component, and out of memory errors
occur after you view a few reports and the IBM Tivoli Business Services Manager
server stops running, set the registry entries for the JVM™ options for the
NCGFServer service executable so that the server should continue running
when reviewing reports. Emphasize the following steps:

Set the registry entries for JVM options for the NCGFServer service executable
as follows:
1. If it is running, stop the IBM Tivoli Netcool GUI Foundation Server service.
2. To open the registry editor, select Start → Run and enter regedit in the
window that opens.
3. From the Registry Editor, select HKEY_LOCAL_MACHINE →
SOFTWARE → Apache Software Foundation → Procrun2.0 →
NCGFServer → Parameters → Java™.
4. To see the JVM options, double click Options in the right-hand column.
5. In the Edit Multi-String window, add these parameters:
-XX:MaxPermSize=128m -XX:+DisableExplicitGC
6. Start the IBM Tivoli Netcool GUI Foundation Server service.

1.3 Certification achieved
The test IBM Tivoli Netcool/Impact V4.0 Implementation (#938) is a prerequisite
for achieving the following certifications:
1.3.1, “IBM Tivoli Business Service Manager V4.1.1” on page 22
1.3.2, “Tivoli Fault Management Solutions 2008” on page 23
1.3.3, “IBM Service Management Service Availability and Performance
Management 2009” on page 24
1.3.4, “IBM Service Management Data Center Management and
Transformation 2009” on page 25


1.3.1 IBM Tivoli Business Service Manager V4.1.1
IBM Tivoli Business Service Manager V4.1.1 is an IBM Certified Deployment
Professional certification.

Target audience
An IBM Certified Deployment Professional - IBM Tivoli Business Service
Manager V4.1.1 is a technical professional responsible for planning, installing,
configuring, customizing, problem determination, and administering of an IBM
Tivoli Business Service Manager.

Recommended prerequisite skills
The following qualifications are requirements for success:
Creating IBM Tivoli Business Service Manager V4.1.1 templates, services,
and SLA rules
Performing a complete backup of the full IBM Tivoli Business Services
Manager Environment for either moving it to another system or restore an
IBM Tivoli Business Services Manager environment in case of a crash
Knowledge of IBM Tivoli Netcool/OMNIbus
Knowledge of Security Manager (users, roles, groups, and how to set
permissions of objects)
Knowledge of external authentication by way of IBM Tivoli Netcool/OMNIbus
and LDAP
Configuring IBM Tivoli Business Services Manager to work in an SSL
environment for the SM heading
Knowledge of customizing canvases and scorecards
Knowledge of data fetchers and ESDAs
Configuring custom pages and layouts
Knowledge of custom viewpoint actions

In addition, experience in the following areas is highly recommended:
Basic understanding of IBM Tivoli Netcool/Impact Policy development
Basic understanding of IBM Tivoli Netcool/Webtop configuration

Requirements
This certification requires one test: Test 436 - IBM Tivoli Business Service
Manager V4.1.1 Implementation


1.3.2 Tivoli Fault Management Solutions 2008
Tivoli Fault Management Solutions 2008 is an IBM Certified Advanced
Deployment Professional certification.

Target audience
An IBM Certified Advanced Deployment Professional - Tivoli Fault Management
Solutions 2008 is an individual who has demonstrated a higher level of
implementation knowledge and skill both in breadth and in depth in the IBM Tivoli
Fault Management solutions area.

Requirements
This certification requires four tests.
Any one of the following tests:
– Test 901 - IBM Tivoli Netcool/OMNIbus V7.1 Implementation
– Test 933 - IBM Tivoli Netcool/OMNIbus V7.2 Implementation
Test 922 - IBM Tivoli Netcool/Webtop V2.0
Any two of the following tests:
– Test 890 - IBM Tivoli Monitoring V6.1 Implementation
– Test 897 - IBM Tivoli Network Manager IP Edition V3.7 Implementation
– Test 905 - IBM Tivoli Composite Application Manager for WebSphere V6.1
– Test 920 - IBM Tivoli Composite Application Manager for Response Time
V6.2 Implementation
– Test ITIL® - Information Technology Infrastructure Library --
Foundations™
– Test 436 - IBM Tivoli Business Service Manager V4.1.1 Implementation
– Test 938 - IBM Tivoli Netcool/Impact V4.0 Implementation
– Test 908 - IBM Tivoli Monitoring V6.2 Implementation


1.3.3 IBM Service Management Service Availability and Performance
Management 2009
IBM Service Management Service Availability and Performance Management
2009 is an IBM Certified Advanced Deployment Professional certification.

Target audience
An IBM Certified Advanced Deployment Professional - IBM Service Management
Service Availability and Performance Management 2009 is an individual who has
demonstrated a higher level of implementation knowledge and skill both in
breadth and in depth in the IBM Tivoli Service Availability and Performance
Management solutions area.

Requirements
This certification requires four tests.
Test 000-436 - IBM Tivoli Business Service Manager V4.1.1 Implementation
– Test 000-905 - IBM Tivoli Composite Application Manager for WebSphere
V6.1
– Test 000-920 - IBM Tivoli Composite Application Manager for Response
Time V6.2 Implementation
Test 000-908 - IBM Tivoli Monitoring V6.2 Implementation
– Test ITIL - Information Technology Infrastructure Library -- Foundations
– Test 000-435 - IBM Tivoli Workload Scheduler V8.4 Implementation
– Test 000-897 - IBM Tivoli Network Manager IP Edition V3.7
Implementation


1.3.4 IBM Service Management Data Center Management and
Transformation 2009
IBM Service Management Data Center Management and Transformation 2009 is
an IBM Certified Advanced Deployment Professional certification.

Target audience
An IBM Certified Advanced Deployment Professional - IBM Service Management
Data Center Management and Transformation 2009 is an individual who has
demonstrated a higher level of implementation knowledge and skill both in
breadth and in depth in the IBM Tivoli Data Center Management and
Transformation solutions area.

Requirements
This certification requires three or four tests. The tests are:
Test 000-011 IBM Tivoli Application Dependency and Discovery Manager
V7.1 Implementation
Test 000-908 IBM Tivoli Monitoring V6.2 Implementation
Any one or two of the following tests:
– Test ITIL - Information Technology Infrastructure Library - Foundations
– Test 000-012 IBM Tivoli Usage and Accounting Manager V7.1
Implementation
– Test 000-253 IBM WebSphere Application Server Network Deployment
V6.1 Core Administration
– Test 000-435 IBM Tivoli Workload Scheduler V8.4 Implementation
– Test 000-436 IBM Tivoli Business Service Manager V4.1.1 Implementation
– Test 000-731 DB2® 9 DBA for Linux, UNIX, and Windows
– Test 000-905 IBM Tivoli Composite Application Manager for WebSphere
V6.1
– Test 000-920 IBM Tivoli Composite Application Manager for Response
Time V6.2 Implementation
– Test 000-922 IBM Tivoli Netcool/Webtop V2.0 and Test 000-933 IBM Tivoli
Netcool/OMNIbus V7.2 Implementation


1.4 Recommended study resources
Courses and publications are offered to help you prepare for the certification
tests. The courses are recommended, but not required, before taking a
certification test. If you wish to purchase Web-based training courses or are
unable to locate a Web-based course or classroom course at the time and
location you desire, please feel free to contact one of our delivery management
teams at:
Americas: tivamedu@us.ibm.com
EMEA: tived@uk.ibm.com
AP: tivtrainingap@au1.ibm.com

Note that course offerings are continuously being added and updated. If you do
not see the course(s) below listed in your geography, please contact the delivery
management team.

1.4.1 Courses
Course title: IBM Tivoli Business Services Manager V4.1 for Implementers

Course duration: 2 days

Course number: TM302

Abstract: IBM Tivoli Business Services Manager helps you visualize the health of
critical business services and associated SLAs. IBM Tivoli Business Services
Manager enables IT to target resources and actions toward the most critical and
costly IT resources and issues, ultimately delivering the greatest impact to the
business. In this course, you learn how to install and integrate IBM Tivoli
Business Services Manager V4.1 with a variety of service event sources.
Additionally, you learn how to build custom dashboards to visualize business
service health.

Course title: IBM Tivoli Business Services Manager V4.1 for Administrators

Course duration: 3 days

Course number: TM332


Abstract: IBM Tivoli Business Services Manager helps you visualize the health of
critical business services and associated Service Level Agreements (SLAs). IBM
Tivoli Business Services Manager V4.1 enables IT to target resources and
actions toward the most critical and costly IT resources and issues, ultimately
delivering the greatest impact to the business. In this course, you will learn how
to develop and build service models and configure service views. Through
hands-on exercises, you will use, configure, and administer IBM Tivoli Business
Services Manager V4.1.

IBM Tivoli Business Service Manager V4.1, REDP-4288

This IBM Redpapers™ publication leads you through the new IBM Tivoli
Business Service Manager V4.1 that is based on Netcool/Realtime Active
Dashboard (RAD) instead of the previous Tivoli Business Systems Manager
V3.1. This paper describes the IBM Tivoli Business Service Manager V4.1
components and architecture. it also discusses comparison of functions for Tivoli
Business Systems Manager V3.1 and Netcool/RAD to IBM Tivoli Business
Service Manager V4.1. It documents the installation and migration of IBM Tivoli
Business Service Manager V4.1 in a test environment. Migration is currently only
available for Netcool/RAD V3.0 users. This paper also contains information about
integration for the IBM Tivoli Service Management framework that allows IBM
Tivoli Business Service Manager to integrate with Tivoli Change and
Configuration Management database (CCMDB) using the Discovery Library
toolkit. This function is also available for a z/OS® configuration. Finally, IBM Tivoli
Business Service Manager operational considerations are discussed, including a
backup and recovery process maintenance schedule, and some performance
tips.


2

Chapter 2. Planning
This chapter discusses planning information for IBM Tivoli Business Service
Manager. We discuss planning in the following sections:
2.1, “IBM Tivoli Business Service Manager architecture” on page 30
2.2, “Planning prerequisites” on page 36
2.3, “Service dependencies diagram” on page 41
2.4, “Deployment plan” on page 44

© Copyright IBM Corp. 2009. All rights reserved. 29

2.1 IBM Tivoli Business Service Manager architecture
The overall architecture of IBM Tivoli Business Service Manager is shown in
Figure 2-1.

Tivoli Enterprise IBM Tivoli
NetView
CCMDB Console Monitoring
OMEGAMON
C
Relational Discovery Library ITCAM
databases Books

Data fetcher xml files
ESDA
Optional Tivoli EIF probe
XML Toolkit
components
Tivoli Service
Level Advisor JDBC

TBSM processes
SLA events TBSM
postgreSQL

Netcool GUI Foundation Netcool OMNIbus
TBSM Console TBSM ObjectServer
TBSM Server
events

Netcool Webtop
launch

user data user data license

Tivoli Enterprise
Portal
Netcool Security Manager Netcool License Server

Figure 2-1 Overall architecture of IBM Tivoli Business Service Manager

In Figure 2-1, the components in the IBM Tivoli Business Services Manager
processes box must exist and can be installed using the IBM Tivoli Business
Service Manager installation wizard. These are the central components that
make up the IBM Tivoli Business Service Manager server. The optional
components are distributed with IBM Tivoli Business Service Manager but can be
installed separately. These components are primarily used if you want to
interface IBM Tivoli Business Service Manager with external systems. The items
in Figure 2-1 that are not shown in the boxes are external components that
interface with IBM Tivoli Business Service Manager.


2.1.1 IBM Tivoli Netcool/OMNIBus ObjectServer
The IBM Tivoli Netcool/OMNIbus ObjectServer is a high speed event processing
engine from which IBM Tivoli Business Service Manager collects events. The
IBM Tivoli Netcool/OMNIbus ObjectServer processes events in memory, with a
relational database for persistent event storage. The database in IBM Tivoli
Netcool/OMNIbus only contains active events. Active events means events that
are not yet closed, thus preserving its performance and size.

IBM Tivoli Netcool/OMNIbus has the ability to perform event processing,
correlation, and automation. The alerts are stored in a table called alerts. The
table can be extended to accommodate additional attributes. This ensures that
the performance of IBM Tivoli Netcool/OMNIbus is consistent even with
additional attributes, compared to a SQL join operation that is required to access
additional slots in Tivoli Enterprise Console®.

The IBM Tivoli Netcool/OMNIbus ObjectServer requires access to:
Netcool License Server for product license information
Netcool Security Manager for user ID authentication

The IBM Tivoli Netcool/OMNIbus ObjectServer runs in its own processes that
access an embedded Sybase SQL Anywhere database server. This process can
be started separately using the command $NCHOME/InstallTBSM/start_omni.sh
NCOMS.

IBM Tivoli Netcool/OMNIbus collects events from the probes. Probes can
connect directly to the IBM Tivoli Netcool/OMNIbus server or can connect
through a gateway process. Probes can collect data directly from the monitored
system or act as an event converter. One example of a probe is the Tivoli Event
Integration Facility (EIF) probe. The Tivoli EIF probe is a Java process that
converts Tivoli Enterprise Console events into IBM Tivoli Netcool/OMNIbus
events.

As IBM Tivoli Business Service Manager gathers status information from events,
it taps into IBM Tivoli Netcool/OMNIbus events. Sometimes it is necessary to see
what events are in IBM Tivoli Netcool/OMNIbus, or to manage the IBM Tivoli
Netcool/OMNIbus definition for problem determination or configuration. The IBM
Tivoli Netcool/OMNIbus software distributed with IBM Tivoli Business Service
Manager is a restricted version of IBM Tivoli Netcool/OMNIbus. It does not have
the full administration and client function to access IBM Tivoli Netcool/OMNIbus.
You might want to purchase a separate, fully functional IBM Tivoli
Netcool/OMNIbus license to work with these advanced customization needs.

Chapter 2. Planning 31

The IBM Tivoli Netcool/OMNIbus configuration interface is started with the
command $NCHOME/omnibus/bin/nco_config. The interface is shown in
Figure 2-2.

Figure 2-2 IBM Tivoli Netcool/OMNIbus configuration

The IBM Tivoli Netcool/OMNIbus events can be accessed using the utility called
$NCHOME/omnibus/bin/nco_event. The login window is shown in Figure 2-3 on
page 33.

Note: We have to modify $NCHOME/platform/linux2x86/locales/locales.dat
under the [linux] section to define our locale. The $LOCALE definition in our
Red Hat® Enterprise Linux is en_US.UTF-8, while the definition is en_US.utf8.


Figure 2-3 Log in to event browser

The event browser is shown in Figure 2-4.

Figure 2-4 Event browser


When you click View, for example, in the All Events area, the detailed event list is
displayed, as shown in Figure 2-5.

Figure 2-5 Event list

2.1.2 Netcool License Server
IBM Tivoli Netcool/OMNIbus requires a license to know the features that are
enabled for a particular installation. This license is managed by the Netcool
License Server. The server serves as a license repository that the product
checks and validates.

The Netcool License Server is installed as a separate directory structure under
$NCHOME/license. It runs on its own process, either as a UNIX daemon or a
Windows service. Licenses are stored as files under the $NCHOME/license/etc
directory. IBM Tivoli Business Service Manager V4.1 uses two license files:
netcool_omni_anyhost_keys.lic
netcool_tbsm_anyhost_keys.lic

2.1.3 Netcool Security Manager
The Netcool Security Manager authenticates the user ID with its password. It
runs in a Java process that reads authentication requests from a network port.
The password authentication can be performed against a local repository or
against an LDAP directory server. A login to IBM Tivoli Business Service
Manager will fail if this component is not running.


Both IBM Tivoli Netcool/OMNIbus and IBM Tivoli Netcool GUI Foundation use
the security server to authenticate users. However, each uses their own
mechanism for determining what are the authority of the users once their
passwords are authenticated.

The Security Manager is installed as a separate directory structure under
$NCHOME/security.

The user and group IDs in the Security Manager are stored in a separate
database under the $NCHOME/security/db directory. For UNIX or Linux based
platforms, the command ncsm_db can be used to maintain the database.

Another option for using the Security Manager is to interface authentication to an
external Lightweight Directory Access Protocol (LDAP) server. This allows user
management to be performed integrated with other user authentication
processes outside of the IBM Tivoli Netcool suite. The configuration for LDAP
authentication would reside in the security path.

2.1.4 IBM Tivoli Netcool GUI Foundation
The IBM Tivoli Netcool GUI Foundation is a custom J2EE™ server based on the
Apache Tomcat server. The IBM Tivoli Business Service Manager server process
is actually an application running in the Java process. The IBM Tivoli Netcool GUI
Foundation also hosts IBM Tivoli Netcool/Webtop, which provides another layer
of Web navigation for IBM Tivoli Business Service Manager.

IBM Tivoli Netcool GUI Foundation resides in $NCHOME/guifoundation. The IBM
Tivoli Netcool GUI Foundation allows Web applications to be deployed into it. The
Web applications are deployed in the webapps path. The Web application for IBM
Tivoli Business Service Manager is called sla. The name is derived from the
original purpose of the application, which is calculating and managing Service
Level Agreements.

2.1.5 IBM Tivoli Business Service Manager server
As discussed in 2.1.4, “IBM Tivoli Netcool GUI Foundation” on page 35, the IBM
Tivoli Business Service Manager server is a Web application residing inside IBM
Tivoli Netcool GUI Foundation. This section discusses the server processing in
more detail. The sla Web application has the following functions:
Serve the graphical interface, in coordination with IBM Tivoli Netcool GUI
Foundation and IBM Tivoli Netcool/Webtop functions.


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Certification guide series ibm tivoli business service manager v4.1.1 implementation sg247756