1. Program Management Portal: Request Management, PCRs and the Client
Program Management Practice
Program Management Portal: Request Management, PCRs and the Client
Welcome to the web lecture on the Program Management Portal (PgMP): Request Management, PCRs and the Client. This is one of five education modules available within the PgMP suite of education.
© 2011, 2015 IBM Corporation

2. Learning Objectives
Understand the Client’s role in PgMP for Request Management and PCRs:
Request Management Overview
IBM and Client Roles in Request Management
Routing Options
Request Management Workflows
Project Change Request (PCR) Overview
IBM and Client Roles in PCRs
PCR Workflows
Next Steps
In this module you will learn about the Request Management and Project Change Requests (PCR) processes in the Program Management Portal, the roles within them and their workflows.

3. 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)
Request Management covers two types of Client Requests: Predefined Solution Requests and 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. There is a fast way to order only from a catalog using the Catalog-Only Request type. This and all other Catalog functionality is covered in the PgMP Catalog and the Client education. A Request record in PgMP is a top level record. It can be initiated by IBM or the Client. A Request record can have an Action, Approval, Attachment, Catalog Request Change (CRC), Comment, Contract Change, Issue, Risk, Project and/or Project Change Request (PCR) as a child record. Request records are the most complex records in PgMP. There are fast path or configuration-dependent flows and backward flows to reflect rework or rejection. PgMP’s automated workflow and notification makes the process move more smoothly, quickly and PgMP enforces proper Program Management process execution to ensure audit compliance.

4. 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 Implementation
PgMP has the flexibility to route requests based on the way Clients do business. 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. Alternatively requests can be routed directly to IBM. Your IBM Account Focal Point will set up Request record approval flows in PgMP based on your preferences. 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 or Approve Requirements, Solutions and/or Implementation. Clients can also approve RFSs and PCRs initiated by IBM. IBM Initiated Requests can also be routed to the Client Requestor, Client Focal Point, Client Approver and/or Client Budget Approver to review and/or approve a Proposal. Additionally IBM Initiated requests can also be routed to Client Focal Point and/or the Client Requestor for: Approval of Requirements, Solutions, and/or Implementation. Note: IBM can record the Client's approval for everything except the initial submission in both the IBM-initiated and Client-initiated workflows.

5. 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
On the IBM side there are 5 roles for Request Management. IBM RFS Manager, IBM PE, IBM Solution Design Team Lead, IBM Business Office, and IBM Projects Control Manager. The RFS Manager handles the bulk of the work in this process. We will cover these roles in more detail in the Request workflow section of this module.

6. 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
There are four potential Client roles in PgMP for Request Management: Client Requestor, Client Approver, Client Budget Approver and Client Focal Point. We will cover these roles in this and the next few slides. The Client Requestor submits a Request record into the tool. Depending on account preferences this role can also review/approve/reject Requirements, Solutions, Proposals and/or Implementation as well as fill out Evaluations if desired.
Additionally, he or she can also create Actions, Approvals, Catalog-only Requests (if enabled), Contract Changes, Comments, Issues, and/or Risks as applicable.

7. 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
The Client Approver reviews request requirements, approves or rejects requests and can send requests back to the request initiator for rework if required. Additionally, he or she can also create Actions, Approvals, Catalog-only Requests (if enabled), Contract Changes, Comments, Issues, and/or Risks as applicable.

8. 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
The Client Focal point has many activities that he or she may perform while processing a request record: Submitting a request to IBM, sending the request back to the initiator for rework if required, approving or rejecting requirements, approving or rejecting the solution design, confirming receipt of the proposal, approving or rejecting the proposal, approving or rejecting implementation and finally completing or declining an evaluation. Additionally, he or she can create Actions, Approvals, Catalog-only Requests (if enabled), Contract Changes, Comments, Issues, and/or Risks as applicable.

9. Workflow for a Client RFS Part 1
Client Focal Point
Initiation
Initiation Approval
IBM RFS Manager
Submission
Acknowledgement
Manage Request
Client Approver
Client Requestor
IBM and the Client can both initiate request records in PgMP. Clients can send requests to IBM outside of the tool as well. The graphics shown on this and the next two slides will illustrate the basic flow for a Client using the tool to enter an RFS. Additionally, RFSs can be routed to the Client Requestor, Client Focal Point, and/or Client Approver roles to receive, accept, and/or reject a Request record if desired. A Client Requestor initiates the RFS. Depending on the requested flow on the Client side, the record can be routed to the Client Approver (as shown in this example), the Client Focal Point or directly to IBM. The record is submitted to the IBM RFS Manager on the IBM side, who acknowledges receipt of the RFS and starts managing the request.

10. Workflow for a Client RFS Part 2
Qualification
Requirements definition
IBM RFS Manager
Solution Design
Client Focal Point
Requirements Approval
Solution Design Approval
IBM Solution Design TL
The IBM RFS Manager qualifies the request and determines what type of request it is and how it should be processed. Note: Requirements Definition can be skipped going directly to Solution Design or both steps can be skipped at this point in the process if desired. The IBM RFS Manager typically defines the requirements for the RFS and sends it to the Client Focal Point or Client Requestor for approval in or outside of the tool as preferred by the account. Note: Solution Design can be completely bypassed and go directly to Proposal Development if desired. The basic flow has the request next moving to the IBM Solution Design Team Lead who begins designing the solution for the request. Once complete the request is routed to either the Client Focal Point or Client Requestor to approve the solution design. Next the request is routed to the IBM Solution Design Team Lead.

11. Workflow for a Client RFS Part 3
IBM RFS Manager
Client Focal Point
Closure / Complete
Implementation
Proposal Release by IBM
Proposal Development
Solution Packaging
IBM PE
IBM Projects Control Manager
Implementation Approval
Proposal Approval
The IBM Solution Design Team Lead finalizes the solution components and the RFS moves to the IBM RFS Manager who develops the proposal. The IBM PE then reviews/approves and releases the proposal to the Client’s desired role. Accounts can elect to add up to 4 Client roles to receive, accept, and/or reject a Proposal: Client Requestor, Client Focal Point, Client Approver, and/or Client Budget Approver. At least one must be chosen for each action. In the example shown here, the Client Focal Point approves the proposal. PgMP provides an option to return a Firm and/or Non-binding Request to Solution Design at this point if further work is required. Once approved by the Client there is an optional workflow step to have the IBM PE sign or approve the proposal. The IBM RFS Manager wraps up proposal activities and the IBM Projects Control Manager begins work on implementing the solution. The request is routed either to the Client Focal Point (as shown in this example), who approves implementation or directly to the Client Requestor for approval if requested. There is a rework path from Invoice Confirmation back to Implementation called, "Return for rework of implementation“, that applies to Firm RFS’s and Predefined Requests. The IBM Business Office confirms that the work has been invoiced and the IBM RFS Manager closes the record out. There may be additional steps performed if evaluations are utilized.

12. 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
A Project Change Request (PCR) is a change to an approved Request for Service (RFS). Therefore the roles in it and its workflow are very similar to an RFS. A PCR however, cannot be a top level record in the tool, it must be a child of a Request or Project record. A PCR can be created by an IBM RFS Manager, Projects Control Manager, Project Team Lead, or a Client Requestor. A PCR can have an Action, Approval, Attachment, Comment, Issue, Risk, and/or Project Deliverable as a child record.

13. IBM Roles and PCRs What are the roles for IBM in PCRs? IBM PE
IBM RFS Manager
IBM PE
IBM Solution Design Team Lead
IBM Project Controls Manager
IBM Project Team Lead
On the IBM side there are 5 roles for Project Change Requests. IBM RFS Manager, IBM PE, IBM Solution Design Team Lead, IBM Projects Control Manager, and IBM Project Team Lead. The RFS Manager handles the bulk of the work in this process. We will cover these roles in more detail in the PCR workflow section of this module.

14. 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
There are four potential Client roles in PgMP for Project Change Requests: Client Requestor, Client Approver, Client Budget Approver and Client Focal Point. We will cover these roles in this and the next few slides. The Client Requestor submits a PCR into PgMP. Additionally he or she can receive, accept and/or reject request Requirements, Solution Design, and PCRs if applicable. Client Requestors can create Actions, Approvals, Issues, Risks and/or Comments.

15. 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
The Client Approver reviews PCR requirements, then approves or rejects them. Additionally he or she can also create Actions, Approvals, Issues, Risks and/or Comments.

16. 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
The Client Budget Approver can receive, accept, and/or reject a PCR if applicable. Additionally he or she can also create Actions, Approvals, Issues, Risks and/or Comments.

17. 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
The Client Focal point can receive, accept, or reject request Requirements, and Solution Design, if applicable. Additionally this role approves PCRs and releases them to IBM or rejects them. Client Focal Points can also create Actions, Approvals, Issues, Risks and/or Comments.
As a reminder, PCRs can be routed to the following Client roles for approval as requested: Client Requestor, Client Focal Point, Client Approver, and/or Client Budget Approver.

18. Workflow for a Client PCR Part 1
Client Requestor
Initiation
Submission
Qualification
Requirements Definition
Client Focal Point
Requirements Approval by Client
IBM RFS Manager
Client Approver
The next few slides show the basic flow for a Client Initiated PCR. At each step the request can be sent back for rework if required, or rejected if it should not continue through the process. Additionally, PCRs can be routed to the Client Requestor, Client Focal Point, Client Approver, and/or Client Budget Approver roles to receive, accept, and/or reject an RFS if desired. The first step in the process is that the Client Requestor initiates the request in the tool. Depending on the requested flow on the Client side, the record can be routed to the Client Approver (as shown in this example), the Client Focal Point or directly to IBM. It can then be routed to other roles on the Client side if desired. Once approved on the Client side, the PCR is then routed to the IBM RFS Manager. Once received, the IBM RFS Manager acknowledges receipt of the PCR and then qualifies it. He or she then defines the requirements of the PCR and the record is routed to the Client Focal Point for approval. Next the Client Requestor can also provide their approval of the requirements if required.

19. Workflow for a Client PCR Part 2
Solution Packaging
Solution Design Approval by Client
Client Focal Point
IBM Solution Design TL
Solution Design
IBM RFS Manager
Proposal Development
Client Requestor
Next the record is routed to the IBM Solution Design Team Lead who designs the solution. Note: PgMP provides an option to return a Request to Solution Design at this point in the process if appropriate. Then the record is routed to the Client Focal point for their approval. Next the Client Requestor can provide their approval if required. Then the IBM Solution Design Team Lead packages the solution and the record is forwarded back to the IBM RFS Manager who develops the proposal.

20. Workflow for a Client PCR Part 3
IBM PE
Proposal Approval (Client)
Closure
Complete
Client Focal Point
IBM RFS Manager
Proposal Release (IBM)
Client Requestor
Next the IBM PE reviews the proposal and approves its release to the Client. Then the PCR is assigned to the Client Focal Point who reviews and approves the proposal. Next the Client Requestor can provide their approval if required. Once approved by the Client there is an optional workflow step to have the IBM PE sign or approve the PCR after it has been signed by the Client. Lastly, the IBM RFS Manager documents the Client’s and IBM’s approval of the proposal, closes the proposal and this completes the project change.

21. Next Steps … Additional education Additional information
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)
Please take advantage of the education and additional resources available to you on PgMP. Complete the recommended module, PgMP Overview for the Client, if you have not done so already and the additional education as well if it is applicable to your job role and your account. Additionally, view the PgMP Client User Guide for more information on the tool as well as links to the additional education. As a reminder, your IBM Account Focal Point is an invaluable resource on PgMP. Please do not hesitate to contact them for questions or issues with the tool. This concludes the Request Management, PCRs and the Client module of the Program Management Portal. Thank you for your time and attention.