Responsibilities for the legacy platform
As you are planning to use IBM Sterling® Order Management System service, ensure that you
understand the division of responsibilities between IBM, your implementation team, and yourself.
Review the list of common tasks that you and your teams are expected to perform.
The successful launch and ongoing operation of your IBM Sterling Order Management System requires the full commitment and participation of your management and personnel. In particular, your personnel have, but are not limited to, the responsibilities that are identified within the following responsibility assignment tables and lists.
The following RACI matrices are arranged to summarize and clarify your responsibility assignments and the responsibilities of IBM regarding your IBM Sterling Order Management System contract and service. Your responsibilities are also subdivided between you and your selected SaaS Extensions Support Provider. You and your IBM Business Partner can use these tables to scope the statement of work for your service, and determine how your Business Partner can take on certain responsibilities as your Systems Integrator or SaaS Extensions Support Provider, or both.
The RACI matrices indicate for each task or deliverable how each group is responsible for the task or deliverable. The matrices use the following characters to indicate the level of responsibility for each group:| R | The group is responsible for completing the task or deliverable. |
| A | The group is accountable for ensuring that the task or deliverable is completed by the responsible party. |
| C | The group is consulted by the responsible or accountable party to determine how the task or deliverable is to be completed. |
| I | The group is informed about the progress and completion of the task or deliverable. |
Delays in the performance of these responsibilities can result in delays and extra costs with launching your service.
Account management
The following table identifies your responsibilities as the IBM Sterling Order Management System client and the responsibilities of IBM for managing your IBM Sterling Order Management System account.
| Responsibility | You (IBM Sterling Order Management System client) | IBM | |
|---|---|---|---|
| You | Your SaaS Extensions Support Provider (System Integration team) | ||
| Own the relationship between you and your IBM Sterling Order Management System service | I | R/A | |
Service governance
| Responsibility | You (IBM Sterling Order Management System client) | IBM | |
|---|---|---|---|
| You | Your SaaS Extensions Support Provider (System Integration team) | ||
| Ensure SaaS service levels and Service Level Agreement (SLA) | I | I | R/A |
| Report metrics to you | I | I | R/A |
| Provide metrics extracts and Service Level Agreement reports to your System Integrator | I | C | R/A |
| Monitor and provide SaaS and support metrics | I | I | R/A |
| Provide access and provide basic training on ticketing tool and reports | I | I | R/A |
Service management and delivery
| Responsibility | You (IBM Sterling Order Management System client) | IBM | |
|---|---|---|---|
| You | Your SaaS Extensions Support Provider (System Integration team) | ||
| Build and manage the IBM provided IBM Sterling Order Management System environments | C | R/A | |
| Architect and design infrastructure, capacity, storage, backup, and recovery | C | R/A | |
| Set up and configure VPN and firewall | C | R/A | |
| Manage platform services, such as the servers, networks, databases, storage, and backup process | C | R/A | |
| Provide tools and administrative support for collaborative lifecycle management to your System Integrator or system integration team | I | R/A | |
| Create deployment plan with specific steps to complete upgrades and apply fixes | I | C | R/A |
| Manage SaaS patching or upgrading | I | C | R/A |
| Set up platform security controls | C | R/A | |
| Provide ID and access management for platform components | I | I | R/A |
| Monitor system availability and performance | I | I | R/A |
| Operate the service in a manner compliant with ISO-27001 and ISO-27002 | I | I | R/A |
| Operate the service in a manner compliant with data in motion encryption (DIME) and data at rest encryption (DARE) | I | I | R/A |
Building and managing the IBM provided environments, includes the following
responsibilities:
- Install and update all required software, servers, and databases, including any prerequisites. This base installation includes installing and setting up the IBM Sterling Order Management System application with default settings within each environment.
- Apply any required fixes to environment operating systems, middleware, and databases.
- Back up environment and application data and maintain staged copies of your environments.
- Coordinate any service recovery efforts with other technical resources. If applicable, own your disaster recovery and business continuity plans and test procedures.
SaaS extension management
| Responsibility | You (IBM Sterling Order Management System client) | IBM | |
|---|---|---|---|
| You | Your SaaS Extensions Support Provider | ||
| Perform change control and configuration management for application extensions | R/A | C | |
| Document system context diagram for planning integration endpoints | C | R/A | I |
| Manage SaaS extension release plan | R/A | I | |
| Raise change tickets for application customization with required lead time | R/A | C | |
| Create deployment plan with specific steps to complete SaaS extension implementation | R/A | C | |
| Regression test SaaS extension code and resolve any incompatibilities against SaaS fixes and upgrades | R/A | C | |
| Design and develop SaaS extensions that maintain compliance with ISO-27001, ISO-27002, DIME and DARE | I | R | A/C |
| Design and develop SaaS extensions that comply with best practices that are defined in IBM® Documentation. | R/A | C | |
| Access the IBM Sterling Order Management System service in a method that is compliant with ISO-27001, ISO-27002, DIME and DARE | I | R/A | A/C |
| Performance test and tune SaaS Extensions | R/A | C | |
| Complete user acceptance testing for extensions | R/A | C | I |
| Deploy extensions and changes to all environments. Deployment uses the IBM UrbanCode® Deploy Selfserv tool when applicable | R/A | Development environment and quality assurance environment - C Preproduction and production environments - C/I |
|
Notes:
- As part of deploying changes into your development environment and quality assurance environment, you are responsible for completing any required testing, including functional, load, and performance testing. The Applications Manager is responsible for reviewing your testing methodology and scope to ensure that your testing is sufficient.
- As part of the deployment of changes into your preproduction and production environments, you are responsible for completing any user acceptance testing.
Incident and problem management
| Responsibility | You (IBM Sterling Order Management System client) | IBM | |
|---|---|---|---|
| You | Your SaaS extension support provider | ||
| Report incident, request service | R | ||
| Receive trouble report as the first point of contact | R/A | ||
| Answer "How do I" questions from client business users | R/A | ||
| Create or log a service request ticket based on observed system behavior | R | R/A | I |
| Create or log a service request ticket based on operational monitors and alerts | I | I | R/A |
| Validate incident information availability and capture all required information within the service request ticket based on observed system behavior | R/A | R/A | I |
| Validate incident information availability and capture all required information within the service request ticket based on operational monitors and alerts | C | C | R/A |
| Primary triage of all cases to determine problematic component | I | R/A | R/A |
| Monitor email inbox for notifications about tickets that are triaged as SaaS extension issues | C | R/A | |
| Monitor email inbox for notifications about tickets that are triaged as data or content issues | R/A | C | |
| Monitor email inbox for notifications about tickets that are triaged as back-end system or third-party service issues | R/A | C | |
| Secondary triage of cases to determine problematic component when primary triage determined the issue to be either SaaS extension, data, content, back-end system, or third-party service | I | R/A | I |
| Troubleshoot cases that are triaged as being SaaS extension issues | I | R/A | C |
| Troubleshoot cases that are triaged as being data or content issues | R/A | C | C |
| Troubleshoot cases that are triaged as being backend system issues | R/A | C | C |
| Contact third-party service to troubleshoot cases that are triaged as being third-party service issues | R/A | C | I |
| Respond to an incident within the service levels that are documented in the SaaS Support handbook | I | C | R/A |
| Respond to SaaS extension incidents within the service levels that are documented in the SaaS Support handbook | R/A | I | I |
| Respond to data or content incidents within the service levels that are documented in the SaaS Support handbook | R/A | I | I |
| Respond to back-end system incidents within the service levels that are documented in the SaaS Support handbook | R/A | I | I |
| Respond to third-party service incidents within the service levels that are documented in the SaaS Support handbook | R/A | I | I |
| Assign a ticket to the appropriate queue in the ticketing tool | R | R/A | |
| Notify the assignee by email, and by SMS for severity 1 issues | I | R/A | |
| Provide first-level support or resolution, or both, using scripts | R/A | R/A | |
| Incident and problem resolution for infrastructure, platform, and core product issues | I | R/A | |
| Incident and problem resolution for SaaS extension, or your integration issues | R/A | C | |
| Close tickets that are related to the IBM Sterling Order Management System core service | I | I | R/A |
| Close tickets that are related to SaaS extensions | I | R/A | I |
| Close tickets that are related to data or content | R/A | I | I |
| Close tickets that are related to back-end systems | R/A | C | C |
| Close tickets that are related to third-Party services | R/A | C | C |
| Communicate ticket status for tickets that are related to the IBM Sterling Order Management System core service | I | C | R/A |
| Communicate ticket status for tickets that are related to SaaS extensions | I | R/A | I |
| Communicate ticket status for tickets that are related to data or content | R/A | I | I |
| Communicate ticket status for tickets that are related to back-end systems | R/A | I | I |
| Communicate ticket status for tickets that are related to third-party services | R/A | I | I |