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.

o  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.

o  Event Tracepoints enhance failure detection by providing additional
historical information about the failing software prior to the occurrence
of the error.

o  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.

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. Dial
1-800-IBM-4FAX and enter "99" at the voice menu.

Please Note: Questions about the content or currency of this press release
should be directed to your local IBM representative.
 
 =========================================================
 From the 'New Product News' Electronic News Service on...
 AOL (Keyword = New Products) and Delphi (GO COMP PROD)
 =========================================================
 This information was processed from data provided by the
 company/author mentioned. For additional details, please
 contact them directly at the address/phone# indicated.
 Trademarks are the property of their respective owners!
 =========================================================
 All submissions for this service should be addressed to:
 BAKER ENTERPRISES,  20 Ferro Dr,  Sewell, NJ  08080  USA
 Email:   rbakerpc@aol.com   --or--   rbakerpc@delphi.com
 =========================================================
