cch slides input from cms walk through

© 2014 IBM Corporation

Think It. Build It. Tap into it.

IBM Cloud Managed ServicesSeller End-to-End: A Walk-through

Global Cloud Services Sales Enablement & Deployment

April 2014 Revision 2

Joel CornetteGTS Global CMS Sales EnablementLotus Notes: Joel Cornette/Cary/IBM@IBMUSInternet: [email protected] Phone: 919.254.7877 T/L 444 Cell: 919.621.2546 Skype: joel.cornette

IBM CMS release 1.4

© 2014 IBM Corporation2


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 andperformance

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



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



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

DPE CM

( SO )( ITS )

Kick Off Meeting

CMS Enablement System

ACTIVATION

Charges Schedule Pricing Tool outputAdd'tl Services Form(s)AT&T NetBond forms

Opportunity-to-Order Process (O2O)

Customer Registration & Enablement Process

Invoice, Billing & Steady State



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



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





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



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)



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



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) “[email protected]” 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



Hot Potato Chart: Responsibility & Accountability Map

Page ___ of ___01 01


CMS Opportunity to Order (O2O) Business Partner ( BP )




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 1514 7 8 4 3 6

11

12 1091 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


IBM customer number

Create On-Boarding

record

Create On-Boarding

record

Receive On-Boarding record


Validate Opportunity: Standard or Special Bid


SPECIAL BID PROCESS

SPECIAL BID PROCESS

Submit CMS On-Boarding

record to STS team


record to STS team

Price the opportunity (with SDM

GPE)

Price the opportunity (with SDM

GPE) Optimizer

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


Think It. Build It. Tap into it.Page ___ of ___01 01


CMS Opportunity to Order (O2O) AT&T NetBond




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

1 5

12 1514 8 11 10 1 4 2 6

13 7

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


IBM customer number


IBM customer number

Create On-Boarding

Record and submit

Create On-Boarding

Record and submit

Receive On-Boarding Record

Receive On-Boarding Record



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)


Think It. Build It. Tap into it.Page ___ of ___01 02





Lorraine Pasquerello Owner 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 14

13

10 1 2

7

9

1

8 4 3 5

Global Special Bid Pricing Team

...

Delivery / STS / SO FA

Create Contract &

Finalize

Create Contract &

Finalize

Customer Signs

Contract

Customer Signs

Contract


IBM customer number


IBM customer number

Create On-Boarding

record

Create On-Boarding

record




record to STS team


record to STS team


CMS Contract Documents


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)



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





Lorraine Pasquerello Owner 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 / ApproveValidate 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


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 }