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 }