ITSO - International Technical Support Organization

Enhanced Definition

The IBM International Technical Support Organization (ITSO) is a global team of technical professionals within IBM that creates and publishes practical, hands-on technical information, best practices, and implementation guides for IBM products, with a strong emphasis on **mainframe systems** like z/OS. Its primary mission is to help customers and IBM field personnel effectively plan, install, customize, and use IBM technologies in real-world scenarios.

Key Characteristics

- Hands-on Expertise: ITSO teams are composed of subject matter experts who gain practical, in-depth experience with products by working directly with them, often before general availability, ensuring real-world applicability.
- Output: Redbooks and Redpapers: Their primary deliverables are IBM Redbooks (comprehensive, in-depth guides) and IBM Redpapers (focused technical papers), which provide detailed technical information, implementation scenarios, and best practices.
- Customer-Centric Focus: ITSO's work is driven by common customer needs, challenges, and frequently asked questions, aiming to bridge the gap between official product documentation and practical implementation.
- Global Collaboration: It operates globally, bringing together experts from various regions and product teams to ensure comprehensive and diverse perspectives on technical topics.
- Technical Validation: Redbooks often include validated configurations, performance considerations, and troubleshooting tips derived from actual testing and implementation on z/OS and related platforms.
- Independent Perspective: While part of IBM, ITSO maintains a degree of independence, allowing it to provide objective, practical advice that complements and extends official product documentation.

Use Cases

- Implementing New z/OS Features: System programmers consult Redbooks for detailed steps and best practices when deploying new versions of z/OS, CICS Transaction Server, DB2 for z/OS, or IMS.
- Performance Tuning and Optimization: Architects and administrators use Redbooks to understand advanced tuning parameters and strategies for optimizing mainframe application and system performance on zSystems.
- Disaster Recovery Planning: ITSO publications provide guidance on designing and implementing robust disaster recovery and high availability solutions for critical mainframe workloads.
- Migration and Upgrade Projects: When migrating to new hardware (e.g., a new zSystems generation) or upgrading software components, Redbooks offer invaluable step-by-step procedures and considerations.
- Skill Development and Certification: Mainframe professionals use Redbooks as a primary resource for deepening their technical knowledge and preparing for IBM professional certifications in areas like z/OS administration or DB2 specialization.

Related Concepts

ITSO is intrinsically linked to the entire IBM zSystems ecosystem. Its publications frequently cover core components like z/OS, CICS Transaction Server, DB2 for z/OS, IMS, MQ for z/OS, z/VM, Linux on Z, and various storage solutions (e.g., IBM DS8000). It complements official IBM product documentation by providing practical, scenario-based guidance, often filling gaps or offering alternative perspectives based on real-world experience. ITSO also works closely with IBM development labs and field technical specialists, translating complex technical concepts into actionable information for customers and partners.

Best Practices:

Regularly Consult ITSO Resources: Before embarking on new mainframe projects, implementing complex configurations, or troubleshooting challenging issues, always check the IBM Redbooks website for relevant publications.
Prioritize Redbooks for Implementation: Use Redbooks as a primary source for detailed implementation guides, configuration examples, and best practices, especially for complex integrations or new technology adoption on z/OS.
Utilize Practical Examples: Leverage the code snippets, JCL examples, configuration files, and sample programs often provided in Redbooks to accelerate development and deployment efforts.
Attend ITSO Webcasts/Workshops: Participate in ITSO-led technical sessions, webcasts, or workshops to stay updated on new z/OS technologies and gain insights directly from the experts.
Provide Feedback: Engage with the ITSO team by providing feedback on their publications; this helps them