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TRIRIGA Application Suite Managed Services - Roles and Responsibilities (RACI)
TRIRIGA Application Suite Managed Service - Discussion of Roles and Responsibilities.
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The RACI defines IBM and customer responsibilities in the delivery and management of the TRIRIGA Application Suite Managed Service (TAS-MS) environment.
| R | Responsible | The person who performs the work |
| A | Accountable | The person who is ultimately accountable for the 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 appraised of status |
| Item | Organization | Notes | ||||
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IBM
SRE
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Client
TAS
Admin
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Client
End
User(s)
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IBM Product
Support
(L2)
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IBM
L3
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| Self Service Functions for non-production instances only | RA | C |
Please follow this link. Note if the function is available, the client is responsible for executing and SRE will not perform this action. Please check regularly as this is updated with new functions. |
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| All Instances Environment Management |
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| Level 1 Support | I | RA | C |
Client responsible for Help Desk support of users and to perform initial triage of the issue to determine if it an issue on the Client side or TAS MS environment. If determined to be issue in TAS MS environment then a TAS MS support ticket should be submitted. |
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| Level 2/3 Support | R | RA | R | R |
IBM Support Community case required. Will be routed to Product Support team for product related issues and to the IBM Cloud Delivery Services team for Managed Service environment issues or requests. |
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| Initial installation of TAS applications | RA | C | Based on a valid order being submitted | |||
| Setup and technical configuration of TAS applications | RA | C | ||||
| Server Monitoring | RA | C | Monitor and analyze server logs, system and application issues | |||
| Middleware Management | RA | C | Management of all middleware components including application servers, WebSphere Liberty and Database | |||
| Network Monitoring | RA | C | Monitoring of Network Firewall and Endpoints | |||
| Network Configuration (DNS/VPN/IP/Firewall) | RA | R | I | IBM and client's network teams are responsible for their respective networks, VPN and firewall configurations | ||
| Network Administration | RA | C | Administration of network firewall and VPN (as applicable) | |||
| 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 | C | A | C | R | A case ticket needs to be submitted by the client and then L3 will perform the backup/restore. Once available as a self serve function the client will be AR. | |
| Database Patching | RA | CI | ||||
| Database Performance | R | CI | A | R | Primary responsibility is with IBM, but if client actions are impacting performance (i.e. poor running queries, long running report, then the client will need to make necessary changes). | |
| OS Management | RA | CI | I | |||
| Security - Servers and Environments | RA | CI | ||||
| SSL Certificates and DNS | RA | CI | ||||
| SSO Set up | R | AR | C | Client requests SSO set up and SRE and client set up and configure. | ||
| System Architecture | RA | CI | Overall server architecture, including load balancer and JVM configuration | |||
| TAS Entitlements | I | RA | C | C | Clients are required to own TAS entitlements in order to use the Managed Serving offering | |
| Disaster Recovery | RA | C | Disaster recovery procedures, plan and execution | |||
| Disaster Recovery Configuration | RA | CI | I | |||
| Applications within the Managed Service Environment | ||||||
| Enablement of a new Application | R | A | I | Client is accountable to request the applications they want enabled through a ticket and updating any commercial changes. The SRE team will install and configure new applications once everything approved. | ||
| Application Availability | AR | R | C | Client responsibility to make sure no heavy and unreasonable operations are run on the application that can bring the system down e.g. execute large 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 TAS-MS team monitors application availability and actions alerts or system outages as required. Production SLA for availability is 99.9% monthly as per the service description. SLA - planned outage or outage caused due to user actions is not counted toward the availability percentage. | ||
| Application Performance | C | RA | C | R | R | Client responsibility to perform initial investigation of all performance issues using platform tools provided by TAS thru admin console or other screens. Client also should enable performance logging, download and analyze the same to determine potential causes. Support ticket required to engage IBM TAS-MS team to analyze server logs and system resource usage. Product Support to be engaged for potential product performance issues or defects. |
| Application Configurations | I | RA | C | Client is responsible for making configuration changes available through the administration functions available in each application. | ||
| Application Restart | C | A | R | R | Client Admin coordinates restart timing with end users and works with IBM L2 team to coordinate the work which will be completed by the L3 team. | |
| Application/Functional issue | C | RA | R | C | Client performs initial troubleshooting using logs. Support ticket required to engage the Product Support team. | |
| Upgrade/Patch/iFix | RA | R | I | C | IBM TAS-MS team is responsible for installation including fixes/patches and upgrades. Client is responsible for testing, training and coordination. | |
| Granting/Configuring Database Access | RA | CI | ||||
| Database Updates/Insert/Select/Delete | R | RA | Client needs to provide SQL that needs to be executed. Client needs to provide business justification. | |||
| Integration Configuration | CI | RA | R | C | Client is responsible for configuration and maintenance through the application interfaces. If IBM assistance required then a support case to be opened. | |
| Application Working Knowledge | RA | Client is responsible for understanding the application and how to operate it successfully, including performing application administration functions through the application interface. | ||||
| Cloud Object Storage Account Setup/Configuration | RA | C | ||||
| User Security Application | I | RA | C | Client manages user access to the application | ||
| Config DB for Manage | C | A | I | R | R | Client requests the action which will then be coordinate and executed by L2 and L3. Once Self-serve is available this would be a client AR. |
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Modified date:
29 October 2021
UID
ibm16509506