IBM SOFTWARE IBM ADDS NEW ASSISTANCE CENTER TO THE NEXT VERSION OF OS/2 WARP IT managers will benefit from enhanced systems management, reduced downtime, lowered cost-of-ownership AUSTIN, Texas, May 28, 1996 .... IBM today announced that the next version of OS/2 Warp, code-named Merlin, will incorporate new and enhanced training tools, systems management and support features in one location as a desktop icon, known as the Assistance Center. These features strengthen serviceability and ease-of-use while reducing the cost-of-ownership for both end users and system administrators. By organizing features such as WarpGuide and remote support, the Assistance Center will provide end users with easy access that eliminates having to hunt around the desktop for support utilities. At the same time, features such as Desktop Management Interface (DMI) and troubleshooting capabilities will help systems administrators reduce the downtime normally required to diagnose and correct system errors, which should help to lower the cost of owning and maintaining computer networks. Merlin will be the first desktop operating system to organize all systems management tools in one folder, enabling customers to read about help procedures and then directly access to basic tools. Merlin will also be the first operating system to support the Desktop Management Interface (DMI), a cross-industry standard developed by the Desktop Management Task Force to enhance ease-of-use, intelligence, interoperability and management capabilities. "With the growth of mission-critical distributed applications, effective client and server systems management are the issues that are really keeping IT managers awake at night and driving up IT costs. IBM has incorporated a variety of tools into the new version of OS/2 Warp to enhance service and support. Merlin's enhanced system management tools can help companies save significantly on their total cost of ownership," said Cheryl Ball, director of client/server computing, Business Research Group, a research organization based in Newton, MA. Remote Support on command Merlin makes service faster and easier for the end user by offering an array of tools, including WarpGuide and Remote Support and AskPSP*, that provide online help and training. A new feature, WarpGuide provides proactive and non-proactive assistance and guidance for select system tasks such as creating a network printer. Remote Support for OS/2 Warp allows IBM service representatives to help users directly, much the way onsite IT administrators do -- by conducting a virtual hands-on examination of the system. With the permission of the user, an IBM service representative can access the users system Remote Support for OS/2 Warp by dialing into the user's system and taking control of the screen and keyboard to assist with problem determination and resolution. This may include executing programs, editing files and even rebooting the system. "With remote support for Merlin, service will be easy," said John Watson, systems engineer, Smart Microsystems, based in Maple Shade, NJ. "It will be like having a trained service representative at your desk -- which improves the already best-of-breed IBM service." OS/2 Warp will also incorporate an automatic software retrieval and installation mechanism, called Software Updates, which puts users virtually a click away from fixes and upgrades for all OS/2 Warp-related software. This browser-based interface makes it easy for users or systems administrators to retrieve and install files from either the Internet or a local network. Clicking onto an icon on Merlin's desktop, users can connect to IBM's Software Updates Web site, where fixes and updates are quick to find and easy to install. Another tool to help Merlin users is AskPSP, which acts as the users own easy-to-use personal help desk to assist in discovering solutions. An expert system tool for end users and help desk personnel, AskPSP contains frequently asked questions and answers that are based on user calls handled in the OS/2 Warp support centers. Known as casebases, the AskPSP questions and answers are continually updated and posted on the Internet and available for download by the customer. Systems management made easy Desktop Management Interface will be built into Merlin to enable system administrators to have a common framework to access and manage information consistently and seamlessly across the network -- whether they access the network locally or remotely. Systems administrators will be better able to track errors resulting from software and hardware on their systems, simplifying technical support and trouble shooting. Developed by Desktop Management Task Force, a cross-industry consortium whose members include IBM, Intel Corp., Compaq Computer Corp., Digital Equipment Corp., and Radish Systems, DMI will allow OS/2 Warp administrators to manage cross-platform client/server systems, including OS/2 Warp Server as well as Novell Netware and Windows-based workstations and servers. "When we call service with a particular problem, often they need to know the version and fix level of the software and hardware we are running. Merlin will help us identify errors faster, which will help us correct them faster and help contain administration costs. With the addition of Desktop Management Interface, IBM proves that it is still two years ahead of the competition in terms of system management software," said Smart Microsystems's Watson. Another key system management component in the next version of OS/2 Warp will allow LAN administrators to easily view, initiate and use management services -- including memory capacity management, help desk utilities, problem notification and detection, and routine maintenance -- for LAN-connected clients to ensure quick, seamless operation. With Merlin, LAN administrators will be able to view hardware configurations in detail and monitor the usage and performance of critical components, such as processors, disk drives and memory. Merlin can also alert LAN administrators by sound, visual pop-ups, or even pagers soon after errors occurs -- sometimes before the end user is aware there is a problem -- so administrators can resolve problems quickly. Importantly, system managers will be able to conduct maintenance operations no matter where they are -- whether they need to access the network from a different server or even from a PC at home. "IBM has taken a big step forward in increasing the serviceability of customers business-critical environments. These tools will drastically reduce the downtime usually associated with problem diagnosis and service -- and that helps to reduce the cost of ownership," said Wally Casey, vice president of client product management, IBM Software Group. Improved Serviceability Computer networks run a range of hardware, applications, and device drivers, which vastly complicates the task of network administration. Expanding the number of serviceability tools built into the current version of OS/2 Warp, Merlin will feature new strategic IBM serviceability technologies such as First Failure Service Technology (FFST) Probes, Event Tracepoints, Process Dumps and Systems Dumps. These tools will help administrators manage the complex variables involved in typical enterprise system problems. * FFST Probes are used to capture all data relevant to an error at the time the error occurs. FFST Probes identify software errors by product name, revision, and module, which helps speed problem identification. * Event Tracepoints enhance failure detection by providing additional historical information about the failing software prior to the occurrence of the error. * Process Dumps capture key information about a single OS/2 Warp process. System Dumps capture a snapshot of the complete state of an OS/2 Warp system. Merlin also includes a powerful formatter tool that can be used to analyze both process and system dumps. These tools, combined with a system error log that contains easily understandable error messages and recovery directions, provide the user with a clearer picture of errors that occur on their systems and which steps to take to resolve the error. For OS/2 Warp software developers, the Merlin Software Developers Toolkit will include a set of APIs and tools that will allow them to utilize these serviceability improvements within their own software. Developers can integrate FFST Probes and Tracepoints into their code, for example, which can provide administrators with enhanced error detection capability that will also help them solve problems faster. More about Merlin Merlin, the code-name for the next client version of OS/2 Warp, is currently under development and expected to be generally available in the second half of 1996. Integrating IBM's latest VoiceType* technology in speech navigation and dictation, Merlin will be the first major Intel-based operating system with built-in speech recognition that will take the concept of ease-of-use to an entirely new level. It is also the first desktop operating system to integrate Sun Microsystems' Java** programming language. In addition to its improved systems management tools and unmatched connectivity features, Merlin will provide customers with a broad range of enhancements, including easier-than-ever Internet access, an improved user interface which includes an enhanced version of the Lotus SmartCenter, new ease-of-use features and built-in OpenDoc support. * OS/2, AskPSP and VoiceType are trademarks of IBM Corporation All other product and service names may be trademarks and/or service marks of their respective owners. **Java is a trademark of Sun Microsystems, Inc. For Internet users, IBM offers complete information about the company, its products, services and technology on the World Wide Web. The IBM home page is at http://www.ibm.com. The fastest, easiest way to find any information about IBM software is to go to the IBM Software home page at http://www.software.ibm.com. The IBM Fax Information Service allows you to receive facsimiles of prior IBM product press releases. 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