3.0 Onboarding & Implementation

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3.1 Onboarding Roles

Client Business Leader - provides formal sign off of completed phases
Project Implementer - Top level contact of the Implementor (GBS, Partner, 3rd Party)
Project Manager - usually provided by the Implementor
IBM SRE - provides environment support via case tickets
Client IT Team - obtains support for SaaS environments by submitting case tickets

3.2 Traps

The following are common "traps" that can occur in Maximo and TRIRIGA SaaS implementation projects.

Report Developer Access
Planning & Organizing VPN configuration to support integration(s)
Not ordering Enhanced Access DEV Environment(s) (see section 1. 0 Planning)
Inability to submit case tickets (see IBM SRE Services Support)
Not engaging the IBM SRE team early, esp regarding networking (see section 3.6 below 'Back End Access')
Not planning or coordinating a detailed go live plan and schedule
Not planning for post-go live maintenance
Not allocating time or resources for performance load testing

For other common "traps" please see Project Implementation FAQs - Top 10

3.3 Welcome Kit

When the SaaS environments are provisioned and ready, the customer contacts on the order's Provisioning Form will receive a Welcome Kit from IBM with full details on accessing their environments. Customers will be provided a URL for each environment and will be able to login as the maxadmin (Maximo) or system (TRIRIGA) user. Customers are responsible for setting up additional users and security groups within each environment

3.4 On Boarding Meeting

IBM can schedule and provide an on-boarding meeting. This meeting serves as a brief introduction to IBM SRE services and covers the following details:

Contacts, Support and Administration
Client Environments (how to access)
Support (How to get Help)
Roles & Responsibilities
Tools & Access Control
Helpful Links

To schedule a meeting, please contact: cdsonboarding@ibmserviceengage.com

A sample Maximo SaaS Flex onboarding slidedeck is attached below.

3.5 Case Ticket Submission

At the onset of the project, Project manager(s) should determine who from their implementation team will be responsible for submitting case tickets to IBM. A single portal (https://www.ibm.com/mysupport) is used to establish cases for both SaaS environment related issues and product specific issues. It is generally advisable to have a limited number of individuals that can submit cases in order to prevent ticket duplication and better manage updates, followup and closure. Specific instructions on how to establish access to the IBM Support Community for case ticket submission can be found in the IBM SRE Services Support section.

3.6 Back End Access

Certain types of special back end access are usually needed at the beginning of projects for developers and/or consultants. It's important to note that this type of access can only be configured after environments have been provisioned and are accessible. Access of this type must be requested via case ticket submission

Common back-end access types for most Maximo and TRIRIGA projects are:

VPN
This is particularly important if integrations, data migration or custom reports are part of the implementation. If needed, what type: OpenVPN, Site-to-Site or both? Who will need it?
Direct Database Access
This is usually required for report developers and those who need to run SQL statements against the database. Which users will need access? What kind of access is needed?
RDC (Windows Remote Desktop) access
This access allows connection to the Maximo Enhanced Access DEV Application server console. Who will need this type of access?
SFTP access
This is typically used for files transfers to/from SaaS, file based integrations and Application Server log file access. Who will need it?

IBM recommends first determining who from the implementation team will need each of the above. Create and submit a single case for each access type. Within the case list each user who require that specific type of access.

3.7 Support Request (Case) Lead Times

IBM SRE has specific lead times established based on the type of request being submitted. Lead times can vary based on number of cases in the queue and the complexity or level of effort of the specific request. It is important to consider standard lead times when planning your project and delivery commitments. For details please see Request Lead Times

3.8 Report Customization

If custom reporting is part of the implementation, VPN access will first need to be established. There are 2 types of VPN access available. Please see the VPN Section in order to determine your best option.
Please see Reporting Options section for details on reporting tools that can be leveraged with Maximo and TRIRIGA SaaS.

3.9 SAML and/or LDAP Authentication

Maximo and TRIRIGA SaaS support Single Sign On (SSO). This can only be configured after environments have been initially provisioned. Further detail on how to initiate this configuration process with the IBM SRE support team can be found under Single Sign On (SSO) and SAML Authentication

3.10 Roles & Responsibilities

Roles & Responsibilities for IBM SRE, Customers, GBS and other parties are described in the Environment Management & Responsibilities section. This includes RACI's for both Maximo and TRIRIGA that detail each level of responsibility (Responsible Accountable, Consulted, Informed) for specific tasks. It is important to review the applicable RACI and make sure all project team members agree to and understand their individual roles.

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