...
Category | Task Description | Lead Time | Comments | |
Database |
| |||
| Database backup request | 2 | Systems can be restored to specific points in time so typically not required. Click here for self-service backup information. | |
| Database account configuration | 3 | All database access requests are submitted through the Access Management Tool within the Self Service Portal. | |
| Integration schema setup and configuration | 5 |
| |
| SQL Execution (Basic select or single row delete / update) | 1 | Select access can also be obtained by creating a database account using the Access Management Tool within the Self Service Portal. For TRIRIGA, select statements can also be executed within the Database Query Tool within the Admin Console. | |
| SQL Execution (Scripts or other) | 3 | 5 | Scripts should be error free, and is subject for review by our internal teams. |
| Database backflow requests | 3 |
| |
| Database restores | 3 | Click here for self-service backup & restore information. | |
| Upgrades and patching | 5 |
| |
Application Server |
| |||
| Application Server restarts | 1 |
| |
| Application property file or configuration change | 2 |
| |
WebSphere EAR/WAR deployment, Rebuild & Redeploy | 2-3 | |||
| WebSphere configuration changes | 53 |
| |
| WebSphere certificate, SSL configuration changes | 2 |
| |
| Single Sign On Configuration | 510 | Applies to SAML 2.0 Authentication configurations only | |
| LDAP Authentication (Maximo) | 5 | Assumes site-to-site VPN tunnel and NATing / Rules have been configured | |
Application Changes |
| |||
| Maximo ConfigDB request | 2 |
| |
| Client branding logo and images | 5 |
| |
| Anywhere install | 7 |
| |
| Maximo Industry Solutions or Add-on installs | 5 |
| |
| Maximo patches | 5 |
| |
| TRIRIGA Platform upgrades | 10 | Lead time can vary depending size and complexity of environment and after review/consultation with IBM SRE and coordination with client | |
| TRIRIGA Application upgrades | N/A | Not performed by IBM SRE Team. Please inform the IBM SRE Team of application upgrades dates for awareness. | |
| Maximo Technical upgrade (major version) | 20 | Lead time can vary depending size and complexity of environment and after review/consultation with IBM SRE and coordination with client | |
| Maximo Technical upgrade (minor version) | 5-10 | Lead time can vary depending size and complexity of environment and after review/consultation with IBM SRE and coordination with client | |
| Deploy a custom class file or other code | 3 |
| |
| Language Installs | 3 | For TRIRIGA, this is not performed by the IBM SRE Team and is performed by the customer. | |
| TRIRIGA BIRT or Process server configuration | 5 |
| |
| Maximo cluster configuration | 5 |
| |
Access Requests |
| |||
| RDC Access Requests | 2 | New or changes. Applies to Maximo SaaS Flex Enhanced Access DEV accounts only | |
| SFTP Account Requests | 35 | New Includes new or changes to directory permissions. All SFTP access requests are submitted through the Access Management Tool in the Self Service Portal. | |
| VPN Client Access Requests | 2 | New or changes. Applies to Maximo SaaS Flex OpenVPN accounts only | |
Networking or Firewall |
| |||
| Development environment local firewall change | 2 | Applies to Maximo Enhanced Access (DEV) Windows environments only | |
| New site-to-site VPN tunnel configuration | 15 | Completed VPN request form is prerequisite to define tunnel configuration and firewall/NAT rules | |
Infrastructure Changes |
| |||
| System resource increases (CPU, Memory, Disk) - Virtual Servers | 4 |
| |
| System resource increases (CPU, Memory, Disk) - Bare Metal Servers | 8 |
| |
Custom Requests |
| |||
| Installation of add-ons or 3rd party software - confirm license entitlements | 10 | Technical and security review required for 3rdparty Maximo and TRIRIGA applications, along with license entitlement confirmation | |
| Scheduling system level jobs/crons | 1015 | Custom task, requirements review required | |
Client initiated penetration or vulnerability tests | 5 | Requires prior agreement / review / approval from IBM / SRE Security Team | ||
| Other | 20 | Require technical and security review - not all requests can be supported in SaaS | |
Provisioning |
| |||
| TRIRIGA | 10 | Per environment once order released for provisioning | |
| Maximo | 3 | Per environment once order released for provisioning | |
| Anywhere | 5 | Per environment once order released for provisioning | |
| Enhanced Disaster Recovery | 20 | Per environment once order released for provisioning |
...