TRIRIGA on Cloud RACI Document

R

Responsible

The person who performs the work

A

Accountable

The person who is ultimately accountable for process or task being completed appropriately

C

Consulted

The person who is a subject matter expert who provides input/opinion

I

Informed

The person who receives communication to keep aprised of status

Item

Organization

Notes/reference

IBM TRIRIGA SRE

Client TRIRIGA Admin

Client End Users

IBM TRIRIGA Product Support

Environment Operations

Level 1 Support

I

RA

C

Client responsible for Help Desk support of end users and to perform initial triage of the issue to determine if it an issue on the Client side or SaaS environment. If determined to be issue in SaaS environment then a SaaS support ticket should be submitted.

Level 2/3 Support

R

RA

R

SaaS support ticket required and will be routed to Product Support team for product related issues and to the IBM SRE Support team for SaaS environment issues or requests.

Hardware Monitoring

RA

C

Monitor and analyze server logs, system and application issues

Middleware Management

RA

C

Management of WebSphere application server, IBM HTTP server and Database

Network Monitoring

RA

C

Monitoring of Network Firewall and Endpoints

Network (DNS/VPN/IP/Firewall) Configuration

RA

R

I

IBM SRE Team and Client's Network Team responsible for their respective network, VPN and firewall configuration

Network Administration

RA

C

Administration of network firewall and VPN (as applicable)

WebSphere Patching/Configuration/Updates

RA

CI

C

Capacity Management

RA

C

Management of server capacity, both application and database

Backups and Restoration

RA

C

Scheduled backups of file system and database (incremental and full)

Database Backups/Backflow

RA

RA*

• DB2 customers can use self service automation. Oracle customers need to submit ticket.

Database Patching

RA

CI

Database Performance

RA

CI

OS Management

RA

CI

I

Security - Servers and Environments

RA

CI

SSL Certificates and DNS

RA

CI

System Architecture

RA

CI

Overall server architecture, including load balancer and JVM configuration

SaaS Licenses

I

RA

C

C

For Migration Customers, Users need to be converted from the On Premise Licenses to the SaaS Licenses during the migration process. Client or Implementation team is responsible for this.

Disaster Recovery

RA

C

Disaster recovery procedures, plan and execution

Disaster Recovery Configuration

RA

CI

I

Standby Database Configuration/Maintenance

RA

CI

I

TRIRIGA Application

Application Availability

R

RA

Client responsibility to make sure no heavy and unreasonable operations are run on the application that can bring the system down e.g. execute huge reports without proper filter. Also when development is performed on this site make sure no activity is done which can bring the site down. IBM SRE team monitors application availability and actions alerts or system outages as required. Production SLA for availability is 99.9% monthly as per the SaaS Service Description. SLA - Planned Outage or Outage caused due to Customer End User actions is not counted towards the availability percentage. 

Application Performance

R

RA

C

C

Client responsibility to perform initial investigation of all performance issues using platform tools provided by TRIRIGA thru Admin console or other screens. Client also should enable performance logging, download and analyze the same to determine potential causes. SaaS support ticket required to engage IBM SRE team to analyze server logs and system resource usage. Product Support to be engaged for potential product performance issues or defects.

TRIRIGA Application Configuration

I

RA

C

TRIRIGA Application Upgrade

I

RA

I

C

Client is responsible for application upgrade along with testing, training and coordination.

TRIRIGA Application Restart

R

RA

I

Client Admin coordinates restart timing with end users and works with IBM SRE team on scheduling. Customer can now restart non production environment from Self Service Automation portal.

TRIRIGA Application/Functional issue

C

RA

R

Client performs initial troubleshooting using logs. IBM SRE support ticket required to engage the Product Support team.

TRIRIGA Platform Upgrade/Patch/iFix

RA

R

I

C

CDS team is responsible for TRIRIGA installs including fixes/patches and platform upgrades. Client is responsible for Object Migrations in each environment along with testing, training and coordination.

Granting/Configuring Database Access

RA

CI

Database Updates/Insert/Select/Delete

R

RA

Client needs to provide the SQL that need to be executed. Client needs to provide justification why it needs to be done from backend.

TRIRIGA Integration Configuration

CI

RA

Client is responsible for configuration and maintenance

TRIRIGA Agents

I

RA

CI

Distribute and configure TRIRIGA agents under agent manager.

TRIRIGA Workflow Thread

CI

RA

Optimize the workflow threads, analyze reasons for inactive workflows and troubleshoot issues

TRIRIGA Working Knowledge

RA

Working knowledge of relational databases, state transition families, forms, smart sections, query sections, multi-tab sections, synchronous and asynchronous workflows, Object Migration tool, portals and portal sections, navigation items and collections, reports and queries.

SFTP Account Setup/Configuration

RA

CI

SecurityApplication

I

RA

C

Client manages user access to the application

SSO Setup and Troubleshooting

R

RA

I

Joint responsibilities to support SSO with dependency on client IDP