1.1 Implementation Types

There are generally two types of implementation scenarios when working with IBM SRE on a large implementation of MAS:

New Implementation

In this scenario, MAS is implemented from an "out of the box" build. Data is usually migrated manually into "net new" MAS environment(s) by the customer or system implementor. Changes and customizations are made directly in the MAS environment itself or migrated manually from one or more standalone environment(s). This type of implementation typically does not require a statement of work with the customer or IBM internal DoU (Document of Understanding) with IBM SRE, as the level of effort on the SRE side usually falls under IBM's standard MAS support services.

Migration to IBM Cloud or AWS

In this scenario, an existing on-premise or non-IBM Cloud production Maximo v7 environment is migrated and upgraded to MAS on the IBM Cloud or AWS. This type of scenario requires a separate purchase of a migration part number as well as some analysis to ensure the correct level of IBM SRE effort is captured. It usually involves one or more test migrations and a live cutover. IBM SRE services related to a cloud migration effort are not included as part of IBM's standard MAS Dedicated or MAS-MS subscription. Please see Maximo Migration to Cloud Services for further details:

https://cloud.ibm.com/docs/mas-ms?topic=mas-ms-migration-from-maximo-saas-flex-or-on-premise

It is important to identify your implementation type and work with IBM SRE and Expert Services as necessary to insure all SRE related work for the project has been considered and reviewed.

Note: Net-new MAS implementations typically do not require a DoU or SOW from IBM Expert Services; migration efforts from on-premise typically require a DoU and/or SOW.

1.2 MAS Order Considerations

The following section contains items that should be reviewed and considered prior to MAS orders or Statements of Work being finalized and submitted.

1.2.1 Provisioning Form

It is important to confirm your IBM Salesperson has properly completed a provisioning form for the MAS order. This form contains important information as it relates to the project. Make sure the information on the form is accurate in order to prevent the possibility of re-work by IBM SRE after customer environments are provisioned. This can cause unnecessary project delays. Provisioning information to review:

Contacts

These are the contacts that will receive the Welcome Kit when the environments are first provisioned. Be sure all proper contacts have been identified, including any key members from the implementation team (IBM Expert Services, GBS or 3rd party)

Preferred Data Center Location

This is the IBM Cloud or AWS data center location where the environments will be provisioned and will serve as the primary data center. See the Architecture section for a list of currently supported locations. Be sure this location is correct and in line with the customer's expectations an nearest to the majority of their end users.

Environment URL names

These are the URL names that will be setup for each provisioned environment (PROD, DEV, TEST, etc). Customers can define a specific sub-domian level name for each environment URL. Be sure these are correct and in line with customer expectations and overall project plan.

IBM MAS example domain names for a company called ACME might be:

Production URL example : https://main.home.ACME.suite.maximo.com

Non-Production URL example: https://main.home.ACME-DEV.suite.maximo.com

Note: environment names, once specified, cannot be altered without re-provisioning. This will incurr additional costs. In addtion, no provisioning can take place until URLs have been specificed.

Languages

Be sure any languages that need to be installed in the environments (other than English) are identified.

Contact your IBM salesperson or the IBM CDS Project Office: SaaSIOTPPO/Dallas/IBM to obtain a current copy of the provisioning form for your customer.

1.2.2 Component Verification

It is important to check with your IBM salesperson to insure all necessary products and components have been included in the customer MAS order. This will help eliminate the need for re-work by the IBM SRE team after the initial environments have been provisioned and avoid unnecesssary delays. Examples of MAS items or components that may be overlooked on an order include:

Number of Environments:

The correct number and type of environments. Two (2) environments are provided by default on MAS orders: (PROD and TEST). Additional environments can be provisioned at an added cost. PROD environments are sized to support the total number of concurrent or authorized users specified on the order.

Sizing:

All PROD and NON-PROD environment sizing is specified on the SQO order. Clients are required to specify the sizing (Dev, extra small, small, medium, large). Environments are not designed or sized for load testing activities.

Have all applicable Industry Solutions and add-on components (Scheduler, SAP or Oracle Connector, Health, Aviation, etc) been ordered?

Will a replicated copy of the PROD database be needed for offline reporting or data extraction purposes? If yes, an add-on reporting database should be included on the order.

Further details on MAS components can be found in the Service Description for the offering.

1.3 Statement of Work (SOW) or Contract Considerations

The following contains items that should be included and considered in any Statement of Work or Contract that involves the use of IBM MAS environments

1.3.1 Project Plan and Project Schedule

The following are items that should be considered for the project plan and schedule. IBM SRE has found these are often overlooked and should be reviewed and considered. Please note SRE is not ultimately responsible for establishing your project's plan and schedule, but can and should be consulted.

The Project Management Plan should include, but not be limited to the following:

• Client (or designate) is responsible for the Project Manager role
• Identification of Project Team and Roles for client, business partner(s), and IBM
• Scope statement that clearly defines what IBM SRE needs to do
• Quality Management Plan that includes the Test Plan with all testing activities, Configuration Management Plan to maintain environments, and methodology (i.e. Waterfall vs. Agile)
• Performance Load Testing (IBM SRE can assist but is not responsible)
• Communication Plan that outlines how information will be disseminated
• Risk Management Plan that identifies risks and plan for managing them
• The Project Schedule should include:
• Project non-working days/times that are agreed by client, business partner(s), and IBM
• Onboarding activities
• Resources and lead times for all appropriate IBM SRE requests (please see lead times):

https://cloud.ibm.com/docs/mas-ms?topic=mas-ms-operations#sre-task-lead-times

• Steps for Production dry run(s)
• IT-mandated freeze period(s)
• Go Live Deployment Period(s)

1.3.2 Infrastructure based deliverables

IBM GBS, Expert Services or other 3rd party services projects that leverage IBM Cloud or AWS based MAS environments should avoid including infrastructure based deliverables in any contract or statement of work. This would include promising deliverables of the following nature:

• Infrastructure diagrams or design documents
• Network Diagrams
• Clustering Diagrams
• Hardware sizing and resource allocations (Cores, Memory, Storage)
• Listing of O/S, Middleware or other specific Software Versions
• IT security documents or diagrams
• Installation checklists or certifications

In the IBM MAS-Dedicated model, the IT stack is the responsibility and domain of the IBM SRE team. IBM's MAS architecture is based on best practices and empirical experience supporting a large existing customer base. With a MAS subscription, the responsibility of IBM SRE is to deliver the application in accordance with the customer's MAS subscription terms and Service Level Agreement (SLA). IBM is not obligated to provide technical details of the infrastructure used to meet it's subscription commitments. As a result, specific infrastructure based deliverables should be avoided in consulting services contracts. Technical details regarding customer infrastructure can, in some cases, be provided by the SRE team depending on the nature of the request.

3.1 Onboarding Roles

The following onboarding roles should be defined:

• 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 MAS environments by submitting case tickets

3.2 Traps

The following are common "traps" that can occur in MAS implementation projects.

• Not allocating time to test any potential product issues found
• Report Developer Access
• Planning & Organizing VPN configuration to support integration(s)
• 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

3.3 Welcome Kit

When the MAS 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 masadmin (Maximo) user. Customers are responsible for setting up additional users and security groups within each environment

3.4 On Boarding Meeting

IBM will 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

If you do not receive an invite for an onboarding meeting, please contact: cdsonboarding@ibmserviceengage.com

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 MAS 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 MAS projects are:

• VPN

This is particularly important if integrations, data migration or custom reports are part of the implementation.

• 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? Note: read/write access is allowed on non-production environments; read-only allowed on production environments if a database replica is ordered and configured.

• COS (Cloud Object Storage) access

This is typically used for files transfers to/from MAS, 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, please see access section above.

3.9 SAML and/or LDAP Authentication

MAS supports 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, Implementors and other parties are described in the Environment Management & Responsibilities section. This includes a RACI that details 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.