Roles and responsibilities
From service activation to onboarding to ongoing operations of your BMC Helix service, it is important to understand the various roles and responsibilities of the BMC and customer teams. This topic describes BMC and customer roles, communication plans, and functional responsibilities for service control administration.
Roles and responsibilities
The following table describes the key roles and their associated responsibilities for BMC and customers.
Role | Responsibilities |
---|---|
BMC Account Manager | The BMC Account Manager is responsible for account oversight and management of commercial terms related to license sales. |
BMC Onboarding Specialist | The Onboarding Specialists' goal is to provide consistent value-based BMC oversight for BMC Helix onboardings and reduce time to value for customers. They are assigned for all BMC Helix ITSM onboards (customers migrating from on-premise, Remedyforce, and/or other ITSM solutions). |
BMC Customer Success Specialist | Upon contract execution, customers are formally welcomed to BMC by a Customer Success Specialist (CSS). The CSS organization comprises BMC resources that are focused on driving value realization and business alignment for BMC Helix services. This organization is ultimately accountable for customer success. They strategically partner with customers to ensure that they are satisfied with their investment and work to improve areas of dissatisfaction. The following list highlights a few of the key responsibilities of the CSS:
The level of CSS involvement varies depending on the lifecycle phase and customer needs. |
BMC SaaS Service Desk | Led by a support manager, the BMC SaaS Service Desk provides management of service disruptions, operational issues, product defects, and service requests submitted through a BMC support portal, email, or phone call. Access is available via any channel 24 hours a day, 7 days a week. The support manager acts as an escalation point for missed targets or issues with critical service impacts. To review which support portal to use, see Support team options. |
Onboarding Project Manager | Whether onboarded by BMC Global Services or a trusted partner, a project manager is typically assigned by the onboarding team to the account throughout the onboarding phase to manage overall project governance and project-related activities from the implementation perspective. This role works closely with the customer project manager to plan activities and logistics for the project and to manage onboarding resources, budget, and scope. |
Customer Project Manager | The customer's project manager works in close coordination with the onboarding project manager to manage customer onboarding tasks and customer resources required for the successful delivery of contracted requirements. This role typically stays active in the project post-go-live for a period of time to ensure smooth operations. |
Customer Process Owners | This group of resources includes any technical, administrator, and security personnel required to provide approvals, data configuration, and technical direction for onboarding activities and connectivity methods to the BMC data centers (for example, BMC Helix Client Gateway configuration, integration points, and so on). Some of these resources might not be directly involved with service operations on an ongoing basis, but they are vital for planning and executing the initial rollout of the service to the production environment. This group typically includes the following roles:
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Customer Change Approvers | Given that all changes require customer approval, BMC asks that customers identify a set of individuals responsible for authorizing changes in the environments. This list of change approvers must be provided to BMC prior to go-live and may be updated at any time via written communication. To modify your list, use the Contact Lists utility from the BMC SaaS support portal. See BMC Helix Change Management policy for additional information. |
Communication plan
BMC will liaise with you to schedule review meetings dependent on your requirements. Unless otherwise denoted in your contract, the communication plan is as follows:
Meeting Type | Frequency | Description | Duration | Format | Audience | Facilitator |
---|---|---|---|---|---|---|
Support review | As needed | Review of service performance and escalated critical and high-priority tickets | As needed | Conference call | Customer, BMC SaaS Support Manager | BMC SaaS Support Manager |
Business Review | Periodic | Business Review of adoption and value realization | 1 hour | Onsite / conference call | Customer, CSS, BMC Account Manager, and CVA If applicable | CSS |
Roadmap alignment and review | Quarterly | Two-way discussion of roadmap strategy and future plans | 1-2 hours | BMC Communities / onsite / conference call | Customer, CSS, BMC Account Manager, and Product Management | CSS |
Service control administration
At a high level, service control task ownership is summarized as follows:
Activity | Owner | Description | Responsibility |
---|---|---|---|
Data Administration | Customer | Foundation data Service Catalog definitions Knowledge content Application-specific data Report data | Management of foundation and other customer-defined data |
End User Support | Customer | User requests User incidents | Support of end-user requests |
User Administration | Customer | Create/modify/delete users and associated user data | Management of users and permissions |
Service Administration | BMC | Service change management | Management and control of the service through the operation of the incident, change, and request processes |
Application Maintenance | BMC | Promotion of QA and production changes | Management and support of the BMC Helix applications necessary to support the agreed level of availability and to undertake patching, updates, and code promotions |
Infrastructure Administration | BMC | Environment provisioning and maintenance | Management and support of the hardware and network infrastructure necessary to support the agreed level of availability |
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