Cch slides input from cms walk through
Download as PPT, PDF1 like728 views
This document provides an overview of IBM Cloud Managed Services (CMS) and describes the key roles and processes involved in onboarding, managing and closing customer accounts. It outlines the lifecycle from the initial sales opportunity through onboarding, steady state management and close out. Key roles like the Contract Manager and Delivery Project Executive who work with customers throughout the lifecycle are also described.
![© 2014 IBM Corporation5
Think It. Build It. Tap into it.
The Contract Manager works with the customer and IBM teams
during activation, steady state (execution) and close-out activities.
Primary Responsibilities
Provide contract support during contract initiation, execution and close-out
Follow local country processes to address billing problems, adjustments and/or
exceptions
Key Activities
Provide additional financial support for the CMS(SCE+) Contract
Provide billing support for the Contract; if Monthly billing process is manual,
submit of all monthly billing reports into the fulfillment system received from the
Cloud Business Office (CBO)
Copy the CBO on all changes that are made to any of the billing reports
Participate and enable the Contract “change management process” (e.g., Project
Change Request [ PCR's] ) -- (changes come through the Global CBO)
Be the customer single point of communications contact for billing and
adjustments
Provide additional Customer Communications support (e.g., service escalations,
customer escalations and account close out)
Close the Contract when customer requests to stop the service](https://image.slidesharecdn.com/cchslidesinputfromcmswalkthrough-150403172519-conversion-gate01/85/Cch-slides-input-from-cms-walk-through-5-320.jpg)
Cch slides input from cms walk through
- 1. © 2014 IBM Corporation Think It. Build It. Tap into it. IBM Cloud Managed Services Seller End-to-End: A Walk-through Global Cloud Services Sales Enablement & Deployment April 2014 Revision 2 Joel Cornette GTS Global CMS Sales Enablement Lotus Notes: Joel Cornette/Cary/IBM@IBMUS Internet: cornette@us.ibm.com Office Phone: 919.254.7877 T/L 444 Cell: 919.621.2546 Skype: joel.cornette IBM CMS release 1.4
- 2. © 2014 IBM Corporation2 Think It. Build It. Tap into it. IBM Cloud Managed Services (CMS) provides committed SLAs for the infrastructure and virtual machines (VMs) and can be delivered as a shared or dedicated – our focus will be the shared service. • IBM hosted IaaS cloud – IBM managed service for infrastructure & VM's • Committed SLAs for infrastructure and VMs (Bronze, Silver, Gold & Platinum) • Management above the hypervisor with ITIL-based practices • Standard VMs: Windows (32-bit/64bit), Red Hat Linux (32-bit/64bit) and IBM AIX (64-bit) -- using VMWare and IBM PowerVM virtualization managers -Tiered Storage and Mirrored Storage Options • Monthly Recurring Charge for use of SCE+ Dedicated cloud IBM CMS Dedicated Shared cloud services IBM CMS Shared B BA IBM Cloud Managed Services ITIL management, support and deployment Security and isolation Availability and performance Technology platform SLA up to and including OS On Premise • Global shared or dedicated managed environments at IBM Data Centers (DCs) Security designed-in and certified (compliance ISO27001/2 and SSAE16 for IBM DCs) – multiple levels of isolation • High Availability clustering and three Active Directory scenarios to support complex enterprise applications • Disaster Recovery: DR Site-to-Site, DR to-BCRS Site • HIPAA and PCI Service Packs • Perfect Fit for Cloud Enabled enterprise class workloads
- 3. © 2014 IBM Corporation3 Think It. Build It. Tap into it. IBM CMS -- the service – at a high-level, begins after the Sales process with the Boarding, this is followed by Steady State and concludes when the contract expires – the Close Out phase. Sales On-Boarding Steady State Billing Close Out TUAM monitoring Seller (ITS/BP/SO) End of Contract Signed Contract (SOW) Request Contract Manager for account Request Contract Manager for account CMS Enablement System Opportunity-to-Order Process (O2O) Customer Registration & Enablement Process Invoice, Billing & Steady State IBM CMS Life-Cycle: Delivery View
- 4. © 2014 IBM Corporation4 Think It. Build It. Tap into it. There are many participates required to make CMS successful, but in Steady State the most notable are the Contract Manager (CM) and the Delivery Project Executive (DPE). Sales On-Boarding Steady State Billing Close Out TUAM file TUAM monitoring Seller (ITS/BP/SO) End of Contract Signed Contract (SOW) Monthly Invoice Monthly Reports Welcome package E-mail Contract SOW / Agreement Charges Schedule Service Definition Additional Services Order Form AT&T NetBond Order Form Service Activation Form CUSTOMER Request Contract Manager for account Request Contract Manager for account GTS Local Delivery Manager Contract Manager Delivery Project Executive DPECM ( SO )( ITS ) Kick Off Meeting CMS Enablement System ACTIVATION Charges Schedule Pricing Tool output Add'tl Services Form(s) AT&T NetBond forms Opportunity-to-Order Process (O2O) Customer Registration & Enablement Process Invoice, Billing & Steady State
- 5. © 2014 IBM Corporation5 Think It. Build It. Tap into it. The Contract Manager works with the customer and IBM teams during activation, steady state (execution) and close-out activities. Primary Responsibilities Provide contract support during contract initiation, execution and close-out Follow local country processes to address billing problems, adjustments and/or exceptions Key Activities Provide additional financial support for the CMS(SCE+) Contract Provide billing support for the Contract; if Monthly billing process is manual, submit of all monthly billing reports into the fulfillment system received from the Cloud Business Office (CBO) Copy the CBO on all changes that are made to any of the billing reports Participate and enable the Contract “change management process” (e.g., Project Change Request [ PCR's] ) -- (changes come through the Global CBO) Be the customer single point of communications contact for billing and adjustments Provide additional Customer Communications support (e.g., service escalations, customer escalations and account close out) Close the Contract when customer requests to stop the service
- 6. © 2014 IBM Corporation6 Think It. Build It. Tap into it. For SO contracts, a Contract Manager may not be used, instead a Delivery Project Executive (DPE) assumes the role and works with the customer and IBM teams during activation, steady state (execution) and close-out activities. Primary Responsibilities Primary contact for the PE (Project Executive) on service delivery Provide contract support during contract initiation, execution and close-out Follow local country processes to address billing problems, adjustments and/or exceptions Key Activities Primary contact for the PE (Project Executive) on service delivery Works with the Project Office and delivery organization as a primary point of contact for client needs, requirements and expectations with regard to assigned IBM team Responsible for contract SLA/SLO (Service Level Agreements/Objectives) Major contribution to overall client satisfaction for delivery organization Participate and enable the Contract “change management process” Be the customer single point of communications contact for billing and adjustments Provide additional Customer Communications support (e.g., service escalations, customer escalations and account close out) Close the Contract when customer requests to stop the service
- 7. © 2014 IBM Corporation7 Think It. Build It. Tap into it. For SO contracts, a Contract Manager may not be used, instead a Delivery Project Executive (DPE) assumes the role and works with the customer and IBM teams during activation, steady state (execution) and close-out activities. Primary Responsibilities Primary contact for the PE (Project Executive) on service delivery Provide contract support during contract initiation, execution and close-out Follow local country processes to address billing problems, adjustments and/or exceptions Key Activities Primary contact for the PE (Project Executive) on service delivery Works with the Project Office and delivery organization as a primary point of contact for client needs, requirements and expectations with regard to assigned IBM team Responsible for contract SLA/SLO (Service Level Agreements/Objectives) Major contribution to overall client satisfaction for delivery organization Participate and enable the Contract “change management process” Be the customer single point of communications contact for billing and adjustments Provide additional Customer Communications support (e.g., service escalations, customer escalations and account close out) Close the Contract when customer requests to stop the service Contract Managers & DPE Costs Contract Managers are not covered under CMS standard costs: Contract management is a local responsibility and local expense Contract Manager costs should not go to the global cost pool Contract management is part of SG&A, which is represented in the business case DPEs that are provided in the core offering are in the cost case/business case Additional DPE (such as management for umbrella contracts in SO are again a local responsibility/cost)
- 8. © 2014 IBM Corporation8 Think It. Build It. Tap into it. The Sales process or the Opportunity-to-Order (O2O) business process has three variations, depending on the Sales channel – the Boarding process – also called Customer Enablement -- and Billing processes are nearly identify except for a few roles. Order to Cash Boarding Process Billing & Invoicing Process Opportunity to Order ITS Sales Channel SO Sales Channel BP Sales Channel … please refer to the End-to-End (e2e) process wiki for detail information on each process => Link a.k.a. Customer Enablement
- 9. © 2014 IBM Corporation9 Think It. Build It. Tap into it. 1. Sales: Identify / Qualify Opportunity Seller Identifies opportunity and qualify with Quick Reference Guide Tool: SalesOne(ITS) => Link Tool: Quick Reference Guide => Link 2. Sales: Register Opportunity Open SalesConnect record, offering id=6950-98L 3. Sales: Solution Design Work to further gather requirements Understand customer server types, workloads, service levels, storage, network connectivity, security and any labor requirements or cloud expectations of use. Solution with Optimizer Send email to Global CBO (GCBO) “ cbocp@us.ibm.com” to confirm capacity if > 50 Vms and.or >15 TB 4. GCBO: Confirm Initial Capacity Confirm initial capacity. Send an e-mail back to Seller with status 9. Customer: Customer Signs Contract CMS Agreement /SOW is signed by the customer Customer agrees to committed baseline and Termination Charges Tools: Contract documents 5. Sales: Price the opportunity Finalize CMS configuration with Optimizer Import Optimizer file into SDM GPE Export Charges Schedule report Tools: SDM GPE, Optimizer file 6. Sales: Validate Opportunity: Standard Deal or Special Bid? Can the opportunity be priced with SDM GPE? Retrieve Contract documents from SalesOne => Link (Click SOW Template.) Can the customer accept the Terms and Conditions in CMS's contract documents? Tools: Optimizer, SDM GPE Tools: Contract documents => Link 7. Sales: Create Contract & Finalize Create price with SDM GPE, export Charges Schedule report, insert into Charges Schedule Create “Contract Package” a) SOW b) Charges Schedule c) Additional Services Order Form (if required), d) AT&T NetBond Order form Form (if required) Tools: Optimizer, SDM GPE, Contract documents Tools: Proposal template => Link 8. Customer: Review Contract CMS(SCE+) solution meet expectations? Minimum baseline for use of CMS okay? Termination Charges acceptable? Tools: Contract Package 10. Sales: Use BAU to retrieve or create IBM customer number Seller uses local “business as usual” process to retrieve or create an IBM customer number Tools: “Local Client database” 11. Sales: Create CMS On-Boarding record Create an On-Boarding record using the CMS Enablement System => http://ces.ibm.com:8080/smartcloud/# You will need a) signed Agreement b) Charges Schedule c) Additional Services Order from d) final Pricing file e) AT&T NetBond Authorization form (if required) Tool: CMS Enablement System Tool: Charges Schedule Tool: Pricing file Tool: Additional Services Order Form Tool: AT&T NetBond Authorization form (if required) 12. Sales: Submit CMS On-boarding record (from CMS Enablement System) to Delivery and STS team Tool: CMS Enablement System Sales: Opportunity to Order (ITS) Page ___ of ___02 02 Update by: Joel Cornette, 04/15/14 CMS Opportunity to Order (O2O) Integrated Technology Services (ITS) IBM Connections LinkFile Archive: Date: 2014-0325 Revision: 5 Process Owner: GTS Offering Development Timothy L Goble/Atlanta/IBMOwner Contact: CMS (SCE+) RELEASE 1.4
- 10. © 2014 IBM Corporation10 Think It. Build It. Tap into it. Hot Potato Chart: Responsibility & Accountability Map Page ___ of ___01 01 Update by: Joel Cornette, 04/15/14 CMS Opportunity to Order (O2O) Business Partner ( BP ) IBM Connections LinkFile Archive: Date: 2014-0122 Revision: 2 Process Owner: GTS Offering Development Timothy L Goble/Atlanta/IBMOwner Contact: CMS (SCE+) RELEASE 1.4 = as required = required = pass to another process = next step in the process Customer BP BP Sales Support GCBO Delivery and STS ... 5 1 13 15147 843 6 11 121091 42 Qualify Opportunity Qualify Opportunity Register Opportunity / Open GPP record Register Opportunity / Open GPP record Confirm Capacity (>50 Vms, >15 TB) Confirm Capacity (>50 Vms, >15 TB) Solution Design Solution Design Create Contract & Finalize Create Contract & Finalize Provide Contract to Customer Provide Contract to Customer Customer Signs Contract Customer Signs Contract Use BAU to get or create IBM customer number Use BAU to get or create IBM customer number Create On- Boarding record Create On- Boarding record Receive On- Boarding record Receive On- Boarding record Validate Opportunity: Standard or Special Bid Validate Opportunity: Standard or Special Bid SPECIAL BID PROCESS SPECIAL BID PROCESS Submit CMS On-Boarding record to STS team Submit CMS On-Boarding record to STS team Price the opportunity (with SDM GPE) Price the opportunity (with SDM GPE)Optimizer CMS Cloud Enablement System CMS Cloud Enablement System Boarding & Registration Process SDM GPE 64-bit Solution Design Solution Design Receive Notification from GPP of opportunity Receive Notification from GPP of opportunity Review Contract with BP Sales Support Review Contract with BP Sales Support Create Contract package / send to BP Sales Support Create Contract package / send to BP Sales Support
- 11. © 2014 IBM Corporation11 Think It. Build It. Tap into it. Page ___ of ___01 01 Update by: Joel Cornette, 04/15/14 CMS Opportunity to Order (O2O) AT&T NetBond IBM Connections LinkFile Archive: Date: 2014-0122 Revision: 2 Process Owner: GTS Offering Development Robb Baer / Robert KritzerOwner Contact: CMS (SCE+) RELEASE 1.4 = as required = required = pass to another process = next step in the process Customer BM AT&T Program Office IBM Seller GCBO AT&T Qualification Team Delivery and STS 9 15 12 15148 11101 42 6 137 3 Qualify Opportunity 1) AVPN 2) Pre-registered Qualify Opportunity 1) AVPN 2) Pre-registered Solution Design (CMS) Solution Design (CMS) Create Contract & Finalize Create Contract & Finalize Customer Signs Contract Customer Signs Contract Use BAU to get or create IBM customer number Use BAU to get or create IBM customer number Create On- Boarding Record and submit Create On- Boarding Record and submit Receive On- Boarding Record Receive On- Boarding Record Validate Opportunity: Standard or Special Bid Validate Opportunity: Standard or Special Bid SPECIAL BID PROCESS SPECIAL BID PROCESS Review Registration Request Review Registration Request Price the opportunity Price the opportunity Verify AVPN endpoint qualifies for SCE+ Verify AVPN endpoint qualifies for SCE+ Engage AT&T for endpoint qualification Engage AT&T for endpoint qualification Register SCE+/ATT w Project Office Register SCE+/ATT w Project Office Notify Client for AT&T NetBond qualification Notify Client for AT&T NetBond qualification Receive & acknowledg e AVPN qualification Receive & acknowledg e AVPN qualification AT&T CNE NetBond Authorization Form Registration Form AT&T CNE Authorization Form Contract Docs AT&T CNE NetBond Order Form Registration Form Contract Docs AT&T CNE NetBond Order Form Confirm Capacity (>50 Vms, >15 TB) Confirm Capacity (>50 Vms, >15 TB)
- 12. © 2014 IBM Corporation12 Think It. Build It. Tap into it. Page ___ of ___01 02 Update by: Joel Cornette, 04/15/14 IBM Connections LinkFile Archive: Date: 2014-0122 Revision: 2 Process Owner: GTS Offering Development Lorraine PasquerelloOwner Contact: SPECIAL BID PROCESS (Deals that cannot be priced with SCE+ pricing tools, require Deep Discounts, >500 VMs and/or have special terms and conditions CMS (SCE+) RELEASE 1.4 Customer Global Offering Manager (OM&D) IBM Seller IOT Pricing Lead / SO Pricer 11 12 1413101 2 7 9 1 843 5 Global Special Bid Pricing Team ... Delivery / STS / SO FA Create Contract & Finalize Create Contract & Finalize Customer Signs Contract Customer Signs Contract Use BAU to get or create IBM customer number Use BAU to get or create IBM customer number Create On- Boarding record Create On- Boarding record Receive On- Boarding record Receive On- Boarding record Submit CMS On-Boarding record to STS team Submit CMS On-Boarding record to STS team CMS Cloud Enablement System CMS Contract Documents CMS Cloud Enablement System On-Boarding & Registration Process Create a Special Bid package (SBP) Create a Special Bid package (SBP) Send SBP to IOT Pricing Lead Send SBP to IOT Pricing Lead Review Special Bid request Review Special Bid request Re-validate: Not unannounced request Re-validate: Not unannounced request Engage Seller / Offering Manager Engage Seller / Offering Manager Validate Opportunity for custom solution Validate Opportunity for custom solution Review Special Bid Request / Determine Cost w Delivery Review Special Bid Request / Determine Cost w Delivery Review and Price / Prepare PRL for Special Bid Review and Price / Prepare PRL for Special Bid = as required = required = pass to another process = next step in the process Responsibility & Accountability Map Engage Global Special Bids Team for PRL Engage Global Special Bids Team for PRL L120L120 ( See the CMS Seller E2E Wiki)
- 13. © 2014 IBM Corporation13 Think It. Build It. Tap into it. 1. Seller creates a Special Bids Package (SBP) that includes the following: 1. Client Name and Country 2. IPT file or SDM file - Solution Design results 3. Business Justification 4. Contract Terms 5. Unique Terms & Conditions The SBP should be sent to the IOT Pricing Lead Page ___ of ___01 02 Update by: Joel Cornette, 04/15/14 IBM Connections LinkFile Archive: Date: 2014-0122 Revision: 2 Process Owner: GTS Offering Development Lorraine PasquerelloOwner Contact: SPECIAL BID PROCESS (Deals that cannot be priced with SCE+ pricing tools, require Deep Discounts, >500 VMs and/or have special terms and conditions CMS Special Bid Process 2. Seller sends the SBP to the IOT Pricing Lead IOT Pricing Leads: US: Peiling Fan/Madison, Deb Conrad/Gathersburg Canada: Dwayne Rupke/Markham Europe: Ulrich Siepe/Germany, Jan Jager/Slovakia Japan: Takashi Maefune/Japan, Masashi Uozumi/Japan GMU: Tom Sayanagi/Japan Any questions, please contact Lorraine Pasquerello, Special Bids Program Manager The target for Global Offering special bid pricing turnaround is between 24-48 hours. Depending on the complexity of the deal and the completeness of the inputs, turnaround may vary. 3. IOT Pricing Lead: Review SBP / Approve IOT Pricing Lead reviews SBP request and business justification. 4. IOT Pricing Lead: Validate Opportunity Validate that the request is definitely a Special Bid and does not require a L120 5. IOT Pricing Lead: Engage Seller, Offering Manager for custom solution Engage the Seller, Global Offering (OM&D) Manager, Global Offering Pricer to determine feasibility of the solution and associated cost 6. Seller: Validate Opportunity Validate opportunity for custom solution with IOT Pricer and Global Offering Manager 7. Global Offering Manager: Review / Approve Validate and approve the Special Bids request, work with Development and Delivery to determine cost 8. IOT Pricing Lead: Engage Global Special Bids team Engage Global Special Bids team to determine the custom price of the solution and/or make updates to terms and conditions. 9. Global Special Bids team: Create PRL Create customer special price Pricing Release Letter (PRL). If Contract changes are required, work with Offering Contracts manager on special terms and/or conditions (Contract documents may need to be modified to support the Special Bid.) 10. Seller: Create Contract & Finalize Seller creates the Contract with the SPB PRL and updates Contract documentation to support the Special Bid (if required) 11. Customer: Sign Contract Customer signs contract 12. Seller: Use BAU to retrieve or create IBM customer number Seller uses local “business as usual” process to retrieve or create an IBM customer number Tools: “Local Client database” 13. Seller: Create CMS On- Boarding record Create an On-Boarding record using the CMS Enablement System => http://9.12.182.218:8080/smartcloud/. You will need a) signed Agreement b) Charges Schedule c) Additional Services Order from d) final Pricing file e) AT&T NetBond Authorization form (if required) Tool: CMS Enablement System Tool: Charges Schedule Tool: Pricing file Tool: Additional Services Order Form Tool: AT&T NetBond Authorization form (if required) 14. Sales: Submit CMS On- boarding record (from CMS Enablement System) to Delivery and SO FA team Tool: CMS Enablement System
- 14. © 2014 IBM Corporation14 General Requirements: Features identified as needed on the Contract Data form will need more detail on the General Requirements form– many fields will require a customer SME to complete. General Client Contacts • Client Name • Data Center { Choose } • Offering { CMS, CMS w AT&T NetBond} • Client Financial Officer • Customer Business Manager (CBM) • Customer Technical Contact • Customer Technical Contact Back-Up Virtual Machines Patching Network - IBM Access? • Is IBM Internal Access to VM's required (IBM 9.? { Yes / No } • Patching Type { Full, Manual, No Patch} • Patch Window{ Day } • Start Time { time} • Time Zone • Email Notifications • List the VM Types, Quantities and OS required Network Connectivity • VPN • AT&T NetBond • Dedicated Line • Internet Transit Subnet Information • VPN IP Address / Subnet • AT&T NetBond IP Address / Subnet • Dedicated Line IP Address / Subnet • Internet IP Address / Subnet • Default Type Route • Routing (Name, Destination, Mask, Priority) Dedicated Line Edge Ports • Identify Side A / Side B Security / Load Balancing / Firewalls • How many security zones? • Zone IDs, Subnet,Mask, Names • Firewalls Rules Disaster Recovery • Services ? { Yes / No } • Type of DR? • Testing Qtr { 1.2.3.4 } Active Directory • Require AD integration? • Customer AD Names • DNS suffixes • IP addresses of DNS Lines of Business (LOBs) • VMs associated with LOBs { Yes / No } • ISM Bridging? { Yes / No } • Application Alerting ? { Yes / No }
Editor's Notes
- #2: Hello and welcome to another session on IBM Cloud Managed Services. My name is Joel Cornette, I am part of the GTS Global Cloud Services Enablement team and I will be taking you through todays’ discussion IBM Cloud Managed Services Pricing.
- #3: IBM Cloud Managed provides standard virtual machines, committed SLA’s for BOTH the infrastructure and VM’s, can be delivered as both a shared or dedicated service – our focus will be on the shared service for this pricing overview. New pricing components include options for tiered storage and the capability to add mirrored storage to the all VMs. A Shared WAN service has been added as well as Disaster Recovery and HIPAA and PCI service packs.