Program Management Practice

Program Management Portal:Request Management, PCRs and the Client

© 2011, 2015 IBM Corporation

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Learning Objectives

Understand the Client’s role in PgMP for Request Management and PCRs:

1) Request Management Overview

2) IBM and Client Roles in Request Management

3) Routing Options

4) Request Management Workflows

5) Project Change Request (PCR) Overview

6) IBM and Client Roles in PCRs

7) PCR Workflows

8) Next Steps

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Request Management

• What is Request Management?– The management of the submission of two types of Client Requests:

• Predefined Solution Requests• Requests For Service (RFS)

– Accounts can elect to load the Catalog functionality to add a list of products or services to PgMP that can be selected for an RFS

• Covered in the PgMP Catalog and the Client module

• What are the attributes of a Request record?– A Request record is a top level record in PgMP– An IBM RFS Manager or Client Requestor can create a Request

record– A Request record can have the following child records associated with

it: Actions, Approvals, Attachments, Catalog Request Changes (CRCs), Comments, Contract Changes, Issues, Risks, Projects, and Project Change Requests (PCRs)

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Request Routing Options

• What are the choices for routing Client Initiated RFSs and PCRs?– Requests can be routed to the Client Approver and/or Client Focal

Point once the Client Requestor submits a request record before routing to IBM or directly to IBM depending upon your account set up

– Client Initiated Requests can be routed to the Client Requestor, Client Focal Point, Client Approver, and/or Client Budget Approver to Review and\or Approve a Proposal

– Client Initiated Requests can be routed to the Client Focal Point and/or the Client Requestor to Review/Approve Requirements, Solutions and/or Implementation

• What are the choices for routing IBM Initiated RFSs and PCRs?– IBM Initiated Requests can be routed to the Client Requestor, Client

Focal Point, Client Approver, and/or Client Budget Approver to Review and\or Approve a Proposal

– IBM Initiated Requests can be routed to the Client Focal Point and/or the Client Requestor to Review/Approve Requirements, Solutions and/or Implementation4

IBM Roles in Request Management

• What are the roles for IBM in Request Management?– IBM RFS Manager– IBM PE– IBM Solution Design Team Lead– IBM Business Office

– IBM Projects Control Manager

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Client Requestor and Request Records

• What are the tasks for a Client Requestor in Request Management?– Submits initial Request in the PgMP Tool– Can review/approve/reject Requirements, Solutions, Proposals and/or

Implementation as well as fill out Evaluations if desired– Can create Actions, Approvals, Catalog-only Requests, Comments,

Contract Changes, Issues, and/or Risks as applicable

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Client Approver and Request Records

• What are the tasks for a Client Approver in Request Management?– Reviews Requirements

– Approves / rejects Requests or Proposals if desired – Sends to initiator for rework if required – Can create Actions, Approvals, Catalog-only Requests, Comments,

Contract Changes, Issues, and/or Risks as applicable

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Client Focal Point and Request Records

• What are the tasks for a Client Focal Point in Request Management?– Submits request to IBM– Sends to initiator for rework if required – Approves / rejects requirements – Approves / rejects solution design – Confirms receipt of proposal – Approves / rejects proposal – Approves / rejects implementation – Completes / declines evaluation– Can create Actions, Approvals, Catalog-only Requests (if enabled),

Contract Changes, Comments, Issues, and/or Risks as applicable

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Workflow for a Client RFS Part 1

Client Focal Point

Initiation Initiation Approval

IBM RFS Manager

SubmissionAcknowledge

mentManage Request

Client Approver

Client Requestor

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Workflow for a Client RFS Part 2

Qualification

Requirements definition

IBM RFS Manager

Solution Design

Client Focal Point

Requirements Approval

Client Focal Point

Solution Design

Approval IBM

Solution Design TL

IBM Solution

Design TL

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Workflow for a Client RFS Part 3

IBM RFS Manager

Client Focal Point

Closure / Complete

IBM RFS Manager

Implementation

Proposal Release by

IBM

Proposal Development

Solution Packaging

IBM PE

IBM Projects Control

Manager

Implementation Approval

Client Focal Point

Proposal Approval

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Project Change Request Overview

• What is Project Change Request?– A Project Change Request or PCR is a directive to implement a

change to an approved Request for Service

• What are the attributes of a Project Change Request?– A PCR can only be a child of a Request or Project record– An IBM RFS Manager, Project Controls Manager, Project Team Lead

or a Client Requestor can create a Project Change Request– A PCR can have the following child records associated with it:

Actions, Approvals, Attachments, Comments, Issues, Risks, and Project Deliverables

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IBM Roles and PCRs

• What are the roles for IBM in PCRs?– IBM RFS Manager– IBM PE– IBM Solution Design Team Lead– IBM Project Controls Manager – IBM Project Team Lead

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Client Requestor and PCRs

• What are the tasks for a Client Requestor in a PCR?– Submits initial PCR request in the tool– Can receive, accept, or reject request Requirements, Solution Design,

and PCRs if applicable– Can create Actions, Approvals, Issues, Risks and/or Comments as

applicable

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Client Approver and PCRs

• What are the tasks for a Client Approver in a PCR?– Reviews, Approves or Rejects PCRs – Can create Actions, Approvals, Issues, Risks and/or Comments as

applicable

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Client Budget Approver and PCRs

• What are the tasks for a Client Budget Approver in a PCR?– Can Receive, Accept and/or Reject a PCR if applicable– Can create Actions, Approvals, Issues, Risks and/or Comments as

applicable

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Client Focal Point and PCRs

• What are the tasks for a Client Focal Point in a Client Initiated PCR?– Can receive, accept, or reject request Requirements, Solution Design, if

applicable– Approves PCR and releases it to IBM or rejects PCR– Can create Actions, Approvals, Issues, Risks and/or Comments as

applicable

• Accounts can elect to route PCRs to these four Client roles:• Client Requestor, Client Focal Point, Client Approver, and/or Client

Budget Approver

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Workflow for a Client PCRPart 1

Client Requestor

Initiation Submission

QualificationRequirements Definition

Client Focal Point

Requirements Approval by

Client

IBM RFS ManagerClient

Approver

Client Requestor18

Workflow for a Client PCRPart 2

Solution Packaging

Solution Design Approval by

ClientClient Focal

Point

IBM Solution

Design TL

IBM Solution

Design TL

Solution Design

IBM RFS Manager

Proposal Development

Client Requestor

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Workflow for a Client PCRPart 3

IBM PE

Proposal Approval (Client)

ClosureComplete

Client Focal Point

IBM RFS Manager

Proposal Release

(IBM)

Client Requestor

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Next Steps …

• Additional education• Complete PgMP Overview for the Client• Complete additional modules if applicable:

– Contract Management and the Client (Covers Deliverable, Issue, Risk and Contract Change Management)

– PgMP Catalog for the Client

– PgMP Dashboard

• Additional information• For additional information on PgMP view the Client User Guide • Account specific information (See IBM Account Focal Point)

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