Project Implementation FAQs - Top 10

Welcome to the IBM CDS SaaS Project Implementation FAQ page. This section is intended to address the most frequently asked questions when implementing IBM Maximo or TRIRIGA SaaS. Here are the Top 10 questions asked by our customers and implementers. Simply click on an issue below to get more information on how to address it.
 

1. We've placed our SaaS order. Now what? Where is my welcome kit? When and how can I access my environments?

   IBM CDS's objective is to provision SaaS environments within 1-2 weeks of the sales order being fully processed. For provisioning status on an order, please contact your IBM salesperson. IBMers can contact the CDS Project Office at SaaSIOTPPO/Dallas/IBM. For further information, please see Section 2.0 Provisioning
    

2. How do I submit and manage cases (tickets) for issues or questions about my environments?

   Access the IBM Support Community using your IBMid and submit a case. For further information, please see How To Create A Case
    

3. My environments appear as I've ordered them, but how do I get access to other CDS services to help manage my environment?

   It depends on what type of access you need. Please see the 'Customer Access Quick Links' table on the Access page for further information.
    

4. My report developers need access to our SaaS databases, what do I need to do?

   Submit a case to the IBM Support Community requesting VPN connectivity and a read-only database access account. See Direct Database Access for further details.
    

5. My Maximo admin needs access to the Enhanced Access DEV App Server console, how do I set this up?

   Submit a case to the IBM Support Community requesting the proper access. You will need an OpenVPN connection and RDC account. See Requesting an RDC account for further details.
    

6. I have submitted a case in the IBM Support Community portal, but have not heard back from anyone, how do I escalate?

   Submit a new case to the IBM Support Community that specifically reference the case in question. See Case Escalation for further details.
    

7. My environment is slow or unresponsive, can you help me?

   Submit a case to the IBM Support Community describing the issues with performance and request the target environment to be reviewed. Please include answers to the questions detailed in the Case Escalation section under 'Performance Issues'. This will help the CDS support team in resolving your issue.
    

8. What are some SOW or contract considerations to be aware of when preparing for my implementation?

   There are several including determining the implementation type, collecting must gather information, verifying components needed, establishing CDS Support, and determining the project plan / schedule. See Section 1.0 Planning for further details.
    

9. What roles should I consider for my implementation?

   There are several roles to consider including Client Business Leader, Project Implementer, Project Manager, IBM CDS and the Client IT Team. See Section 3.0 On Boarding & Implementation for further details.
    

10. How do I ensure I get what I need for my environments?

    You should review the 'Must Gather' form and the SaaS order itself to insure all components that will be needed for the project are on the SaaS order. Please see Section 1.2 'SaaS Order Considerations' under Section 1.0 Planning for further details.