Software Asset Management - Known issues with pulling CI from ILMT (IBM Publisher pack) - Support and Troubleshooting

Software Asset Management - Known issues with pulling CI from ILMT (IBM Publisher pack) Description The issue is that when CI data is pulled in ServiceNow instance from external sources, if its missing the required information, we would not create a record in CMDB for that CI as we at all times have to make sure the CMDB is always clean.

Currently when we are pulling data from ILMT, the potential CI records are missing vital information and hence we don't pull them in the CMDB. The data pulled from ILMT exhibits the following characteristics which fail to meet the qualification criteria to be pulled into CMDB.

Issue 1. Machines with invalid serial numbers like "TLM_VM_…", this is an indication of an issue with the connection to the VM Manager including cases where it may not be properly configured or User does not have sufficient access rights to collect all the information.

Issue 2. The hostname of the machine incorrectly classified as the serial number with other details missing. When checked with the IBM ILMT team this is a known issue and has been addressed in ILMT 9.2.3 and would require additional setup on ILMT.

So ILMT may at times is unable to determine the serial numbers, name and ip_address of the host machines, thus when we pull the data in ServiceNow instance, we ignore such records.

Resolution Having our ServiceNow discovery may not resolve this issue since unless ILMT reports the complete data from their side there is no way to map it back to what ServiceNow discovery may have done. The next steps below are required.

1. Find details as to what is the Virtualization Technology customer is using in the supports Virtualization Technologies for ILMT http://public.dhe.ibm.com/software/passportadvantage/SubCapacity/Eligible_Virtualization_Technology.pdf

2. Investigate the TLM_VM issue by checking the vm manager setup. User can verify this in the following ways:

a) Login into ILMT console and visit the Management->Infrastructure -> VM managers screen and confirm all the VM managers are listed and the operational status indicates success for all.

b) Visit the Computer list and verify that the hardware status is OK for all the computers listed. If it shows warning then please review the VM Manager setup and resolve the issue.

3. Update ILMT to 9.2.3 and then have the VM Manager collect the serial numbers.

-- You have to be on ILMT 9.2.3 or higher and review the following pages: -- https://www.ibm.com/support/knowledgecenter/en/SS8JFY_9.2.0/com.ibm.lmt.doc/Inventory/admin/r_admin_server_parameters.html -- https://www.ibm.com/support/knowledgecenter/en/SS8JFY_9.2.0/com.ibm.lmt.doc/Inventory/admin/r_vmmanager_configuration.html -- Parameters to set are: vmman_collecting_host_serials_enabled / vmm_collecting_host_serials_enabled.

Once Steps 1, 2 and 3 are checked for completeness, integration with ILMT will continue to work as designed.