ISM Canada

Service Responsibilities
Matrix for : WebSphere MQ

Last modified:

January / 2012

Service Responsibilities Matrix

Statement of Confidentiality
The information contained in this document is confidential and proprietary. The contents may only be used by the Customer for the evaluation of ISM Canada (ISM) services and must not be disclosed without the prior written consent of ISM Canada or IBM Global Services. You also agree to use the same care and discretion to avoid disclosure, publication or dissemination of this report as you use with your own confidential information that you do not wish to disclose publish or disseminate.

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Service Responsibilities Matrix

Definitions
The following terms will be used to define the relative roles and responsibilities of ISM Canada (ISM) Perform: Assist: Requirements:
Primary responsibility for ensuring that work is completed in accordance with contract. Secondary responsibility which includes the contribution of skill, resources, and/or tools to complete the task(s), in accordance with the contract. Primary responsibility to define technical specifications, workload estimates, and/or alternative evaluation in order to define what is to be done and the implications to existing contractual terms. Accepts/Agrees with workload definition and resource implications, that may or may not be within contractual scope. Responsibility to define technical specifications or alternative evaluation in order to define what is to be done, in accordance with the contract. Responsibility to manage OEM contract or third party agreement. Services that are available from ISM or IBM Global Services on a separately contracted Fee for Service basis, but that are not included within the scope of the current contract. Not within the scope of this proposal.

Approve: Recommend: Manage: Fee/Service: N/A:

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Service Responsibilities Matrix Websphere MQ Support

Websphere MQ Systems Software Support This resource is provided by the ISM Canada Websphere team and consists of installation and configuration of the Websphere MQ software product
Coordinate installation and maintenance of in-scope Websphere MQ products and associated system level products and tools. Provide diagram of connections of servers as related to Websphere MQ Family. Own and administer all Websphere MQ Family security resource definitions including specific userIDs and group IDs. Access authentication management - register approved people (users) for access to the MQ resources and environment. Provide problem determination and resolution of Websphere MQ family systems and infrastructure problems. Apply maintenance and corrective service. Promotion of application load modules at exit points. Maintain Websphere MQ restart documentation and establish preparedness. Ensure the system/infrastructure and all system and application object definitions are backed up with the regular operating system/subsystem backups. Define and maintain Websphere MQ application objects in the production environment. Configure MQ System and system resources for development/test/production. Manage active and archived Websphere MQ logs. Manage Websphere MQ Pagesets Support the system dead letter queue and DLQ Handler. Provide & perform Websphere MQ system software performance and tuning analysis. Interface with the Websphere MQ software vendor as required for problem resolution. Websphere MQ consulting: recommendations on product value and exploitation Perform Security health check monitoring Perform Perform N/A Perform Perform N/A Perform Perform Perform Perform Responsibility ISM Responsibility of Customer, DBA or Programmers

Perform Perform Perform Perform

Given extensive K.T, we will be able to takeover this task

Responsibility ISM Responsibility of Customer

Websphere MQ Administration Support

Application Navigation - determine where, in a multi-system, multi-component application system a problem has occurred Support, maintain and recover applications Provide problem determination and resolution for application related problems Provide operational documentation relating to Websphere MQ Family applications. Support and maintenance of Customer provided application tools and monitors Monitor Customer application objects within Websphere MQ Support, maintain and provide problem determination for application load modules at exit points (diagnostic information) Define and maintain Websphere MQ application objects in test and development environments Establish Specifications for the Dead Letter Queue Handler Monitor and manage any messages remaining in the system Dead Letter Queue after DLQ Handler processing Provide administration & automation support for Customer Websphere MQ application objects Provide and support custom Websphere MQ exits

Perform Perform Perform Perform

Perform Perform Perform Perform

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ISM Canada Confidential and Proprietary