Statement of Work



-1156336106362500Statement of WorkSCCM 2012 DeploymentPrepared forMOFA SAVEDATE \@ "dddd, d MMMM yyyy" \* MERGEFORMAT Wednesday, 4 April 2012Prepared byAydin DemirSenior Consultant DOCPROPERTY AuthorEmail \* MERGEFORMAT Aydin.Demir@Table of Contents TOC \h \z \t "Heading 1 MS,1,Heading 2 MS,2,Heading 3 MS,3,Heading 1 Num MS,1,Heading 2 Num MS,2,Heading 3 Num MS,3" Introduction PAGEREF _Toc321232415 \h 11Project Objectives and Scope PAGEREF _Toc321232416 \h 21.1Objectives PAGEREF _Toc321232417 \h 21.2Areas Within Scope PAGEREF _Toc321232418 \h 31.2.1General Project Scope PAGEREF _Toc321232419 \h 51.2.2Software Products / Technologies PAGEREF _Toc321232420 \h 61.2.3Environments PAGEREF _Toc321232421 \h 61.2.4Training and Knowledge Transfer PAGEREF _Toc321232422 \h 61.2.5Testing PAGEREF _Toc321232423 \h 71.3Areas Out of Scope PAGEREF _Toc321232424 \h 82Project Approach, Timeline and Service Deliverables PAGEREF _Toc321232425 \h 92.1Approach PAGEREF _Toc321232426 \h 92.2Timeline PAGEREF _Toc321232427 \h Error! Bookmark not defined.2.3Key Service Deliverables and Acceptance Process PAGEREF _Toc321232428 \h 142.3.1Project Service Deliverables PAGEREF _Toc321232429 \h 142.3.2Service Deliverable Acceptance Process PAGEREF _Toc321232430 \h 152.4Project Governance Approach PAGEREF _Toc321232431 \h 172.4.1Part-Time Project Management PAGEREF _Toc321232432 \h 172.4.2Communication Plan PAGEREF _Toc321232433 \h 172.4.3Issue/Risk Management Procedure PAGEREF _Toc321232434 \h 182.4.4Change Management Process PAGEREF _Toc321232435 \h 182.4.5Executive Steering Committee PAGEREF _Toc321232436 \h 192.4.6Escalation Process PAGEREF _Toc321232437 \h 192.5Project Completion PAGEREF _Toc321232438 \h 203Project Organization and Staffing PAGEREF _Toc321232439 \h 213.1Project Organization Structure PAGEREF _Toc321232440 \h 213.2Project Roles and Responsibilities PAGEREF _Toc321232441 \h 224General Customer Responsibilities and Project Assumptions PAGEREF _Toc321232442 \h 244.1General Customer Responsibilities PAGEREF _Toc321232443 \h 244.2Project Assumptions PAGEREF _Toc321232444 \h 25Tables TOC \h \z \t "Caption MS Table" \c Table 1: Project Details PAGEREF _Toc321232399 \h 3Table 2: Solution Scope PAGEREF _Toc321232400 \h 5Table 3: Solution Software Required PAGEREF _Toc321232401 \h 6Table 4: Required Environments PAGEREF _Toc321232402 \h 6Table 5: Test types Table PAGEREF _Toc321232403 \h 7Table 6: Defect priorities PAGEREF _Toc321232404 \h 7Table 7: Areas Out of Scope PAGEREF _Toc321232405 \h 8Table 8: Microsoft Activities: System Center Stabilizing and Deployment Phases PAGEREF _Toc321232406 \h 12Table 9: Key Customer Activities PAGEREF _Toc321232407 \h 12Table 10: Key Work Products and Deliverables (Microsoft) PAGEREF _Toc321232408 \h 13Table 11: Key Work Products and Deliverables (Customer) PAGEREF _Toc321232409 \h 13Table 12: Key Phase Assumptions PAGEREF _Toc321232410 \h 14Table 13: Engagement deliverables PAGEREF _Toc321232411 \h 14Table 14: Project Management Activities PAGEREF _Toc321232412 \h 17Table 15: Customer roles and responsibilities PAGEREF _Toc321232413 \h 22Table 16: Microsoft roles and responsibilities PAGEREF _Toc321232414 \h 22IntroductionThis Statement of Work (SOW) and any exhibits, appendices, schedules, and attachments to it are made pursuant to the Work Order No. “ “ , the terms of which are incorporated herein by reference, by and between Ministry of Foreign Affairs (“MOFA”) (“Customer”, “you”, “your”) and Microsoft Corporation (“Microsoft”, “us”, “we”, “our) or Microsoft’s affiliate, and sets forth the services to be performed by us related to System Center Configuration Manager 2012. Deployment (“project”). This SOW, together with the Work Order, represents the complete baseline for scope, services, Service Deliverables, and acceptance applicable to this project. All changes to this document will be managed in accordance with the Change Management Process defined below. Any terms not otherwise defined herein will assume the meanings set forth in the Work Order.This SOW and the associated Work Order expire 30 days after their publication date, unless they have been formally extended in writing by Microsoft.MOFA requested Microsoft to complete System Center Configuration Manager 2012 design and deployment phases into LAN and internet Networks. This document will provide required details for the work to be delivered. Project Objectives and ScopeObjectivesThe objective of this project is to design and deploy System Center Configuration Manager 2012 to Ministry of Foreign Affairs (MOFA) LAN and internet networks. Microsoft will deliver green-field deployment of System Center Configuration Manager 2012 to Ministry of Foreign Affairs (MOFA). MOFA has provided the following information regarding current network of internet and LAN:Internet NetworkApproximately 1050 users, and somewhere around 1150 computers, but it is expected that 900 of them are activeSingle location in Riyadh HQLAN NetworkServers 234Desktops2342 in total including sites (embassies and consulate offices are not included)Sites:MoFA HQ office 1500 - 100Dammam site 30 - 50Jeddah site 150 - 200Makkah site 30 - 50Riyadh Diplomatic Quarter site 100 - 150IT New Building site 100 - 150Mostly, client computers are Windows XP SP3 or later, and some of them Vista and Windows 7. Microsoft will include all clients which are in local domain; however, Microsoft will commit on only 1,000 computers in each network. Client computers within the network of the remote embassies will be delivered as a separate scope.Table SEQ Table \* ARABIC 1: Project DetailsProject/Work streamDescriptionSystem Center Configuration Manager - SCCMSystem Center Configuration Manager (SCCM) will be designed to support servers and client computer for:Software and Hardware InventorySoftware deployment and patch management;Designing one 32bit Windows 7 image, deploying on 5 Pilot PCs and address 5 types of different client PC scenario. Asset and inventory reportingDesired configuration management Office 2010 and IE 8/9 DeploymentAreas Within ScopeMicrosoft will provide the following services:Microsoft will deliver System Center Configuration Manager 2012 deployment to LAN networks by deploying a single primary server including Windows 7 deployment, reporting and software update functionality. Microsoft will work with MOFA IT Department in Riyadh to deploy identified scope below. All activates will be limited to Windows platform servers and Clients. SCCM infrastructure will provide the following functionalities:Software and Hardware Inventory: By collecting hardware and software inventory data with Microsoft? System Center Configuration Manager 2012, you can build a rich database containing detailed information about the computers in your organization.Software deployment and patch management: Configuration Manager 2012. Software Update Management simplifies the complex task of delivering and managing updates to IT systems across the enterprise. IT administrators can deliver updates of Microsoft products, third-party applications, hardware drivers, and system BIOS to a variety of devices, including desktops, laptops, servers, and mobile devices. Internet Based Client Management (IBCM) enables geographically dispersed users that rarely connect to the corporate network to receive software updates securely over the Internet. Automated vulnerability assessment discovers need for patches, and provides updates and reports on recommended actions.Automated operating system deployment (Windows 7): Configuration Manager 2012 helps you maximize your cost savings from energy-saving desktops and laptops. New tools to monitor, create, and enforce client power management policies enable administrators to reduce power consumption and reap the resulting financial and environmental rewards.Asset and inventory reporting: Configuration Manager 2012 gives you better control over your IT infrastructure and assets. Its asset intelligence technologies that provide administrators with continuous visibility into what hardware assets and software licenses you have, who is using them, and where they are located. Asset Intelligence translates inventory data into information, providing rich reports that help administrators optimize software and hardware usage.Desired configuration management: With Configuration Manager 2012. Desired Configuration Management, you can ensure that IT systems comply with desired configuration states to improve availability, security, and performance network-wide. Desired configuration management allows you to assess the compliance of computers against a set of established configurations, such as whether the correct Microsoft Windows operating system versions are installed and configured appropriately or whether prohibited applications are installed. Additionally, you can check for compliance with software updates and security settings.Office 2010 and IE 8/9 Deployment: Configuration Manager 2012. Software Distribution simplifies the complex task of distributing applications and updates to desktops, servers, laptops, and mobile devices across enterprise networks. By automating software distribution, Configuration Manager helps to eliminate the inefficient and error-prone process of manually installing applications and software updatesMobile Devices: You can deploy the System Center 2012 Configuration Manager client on supported mobile operating systems when the mobile device and site system roles use PKI certificates. When the mobile devices run Windows CE, you must install the mobile device certificate independently from Configuration Manager and then install the client by using a package and program. However, for supported mobile device operating systems, System Center 2012 Configuration Manager can automatically deploy the certificate and install the client. These mobile devices are enrolled by Configuration Manager.When the Configuration Manager client is installed on mobile devices, you can manage them by using the following features:Hardware inventorySoftware installationSettingsWhen you cannot install the System Center 2012 Configuration Manager client on mobile devices, you can use the System Center 2012 Configuration Manager Exchange Server connector to find and manage mobile devices that connect to Microsoft Exchange Server. Because the Configuration Manager client is not installed, management is limited. For example, you cannot deploy applications to these mobile devices. However, you can retrieve some inventory information, define settings and access rules, and issue wipe commands for these mobile devices in System Center 2012 Configuration Manager. The Application Catalog and Software Center: The Configuration Manager Application Catalog is a website where users can browse for and request software. To use the Application Catalog, you must install the Application Catalog web service point and the Application Catalog website point for the site.Software Center is an application that is installed when the Configuration Manager client is installed on computers. Users run this application from the Start menu to request software and manage the software that is deployed to them by using Configuration Manager. Software Center lets users do the following: Browse for and install software from the Application Catalog.View their software request history.Configure when Configuration Manager can install software on their devices.Configure access settings for remote control, if an administrative user enabled remote control.Data collection and capacity will be stored locally and nothing will be shared external parties. Data will be collected in encrypted format. As part of project scope, default reports will be imported and Microsoft will provide Knowledge Transfer sessions (limited to 12 hours) to use SCCM.General Project ScopeTable SEQ Table \* ARABIC 2: Solution ScopeSolution ComponentIn Scope FeatureDescription/ConsiderationsScope AssumptionsDeployment of SCOM Components1 Central Primary Server for internet network1 Central Server for LAN Network5 Distribution points for LAN network (if required)Required hardware should be ready in deployment phaseAgent DeploymentTotal of 1,000 Agents Deployment ?(domain joined Windows clients) for internet network and 1,000 agents for LAN networkTotal of 250 Agents Deployment for domain joined ServersAgents should be up and running Required ports should be opened for enabling communications.MOFA will deploy the remaining clients.Management Packs Deployment, Customization and ConfigurationSoftware and Hardware InventorySoftware deployment and patch management;Deploying Windows 7 image 32bit and 64bit and deploying on 5 Pilot PCs separately on Internet and LAN networkAsset and inventory reportingBase functionality of Desired configuration management design and deploymentOffice 2010 and IE 8/9 DeploymentReportingDeploy default ReportsReport customizations are not includedKnowledge Transfer Sessions that includes:General SCCM Administration TasksMOFA project team members should have understanding of All required operational tasksSoftware Products / TechnologiesMicrosoft requires the following software and application media during the project. Table SEQ Table \* ARABIC 3: Solution Software RequiredOperating SystemsCore AppsDatabasesDevelopment LanguagesProvided byWindows Server 2008 R2 Enterprise or Standard EditionSCCM 2012Microsoft SQL Server 2008 R2EnglishCustomerEnvironmentsTable SEQ Table \* ARABIC 4: Required EnvironmentsEnvironmentLocationResponsibilityReady byDevelopmentCustomer Site in RiyadhCustomerWithin 3 weeks of start dateTestCustomer Site in RiyadhCustomer Within 3 weeks of start dateUATCustomer Site in RiyadhCustomer 4 weeks prior to UAT start datePre-Production Customer Site in RiyadhCustomer 4 weeks prior to UAT start dateProduction Customer Site in RiyadhCustomer 4 weeks prior to UAT start dateTraining and Knowledge TransferMicrosoft will provide 12 hours of Knowledge Transfer during the project at the customer site in Riyadh. Microsoft recommends official training for complete understanding of Configuration Manager Architecture and features. TestingThe following testing will be performed as part of this Statement of Work.Table SEQ Table \* ARABIC 5: Test types TableTest TypeDescriptionResponsibleProvides Test Data/CasesGuidance & SupportEnvironmentUnit TestingDocumenting and executing unit test cases are the responsibility of the developers. Test cases are based upon the Microsoft Functional Specification document. MicrosoftMicrosoftCustomerDevelopmentSystem TestingSystem Testing focuses on the functionality meeting the design. Test cases are based upon the Microsoft Functional Specification document. Testing duration is time boxed to 5 days.MicrosoftCustomerCustomerDevelopmentUser Acceptance Testing (UAT)User functionality of key real world scenarios. Test cases are based upon the Microsoft Functional Specification document.?Testing duration is time boxed to 3 days. CustomerCustomerMicrosoftTestAs defects are identified during testing, the Defect Priority will be jointly agreed upon by the Customer and Microsoft. The Microsoft team will triage the defect and fix all in scope P1 and P2 defects. Defect priorities are shown in the following table.Table SEQ Table \* ARABIC 6: Defect prioritiesDefect PriorityDescription of PriorityP1Showstopper defect. Development, testing, or production launch cannot proceed until the defect is corrected.Must fix as soon as possible. Defect is blocking further progress in this area.Solution cannot ship and the project team cannot achieve the next milestone.P2Defect must be fixed prior to moving to production.Does not affect test plan executionP3It is important to correct the defect. However, it is possible to move forward into production using a workaround.Does not impact functionality as designed (i.e., Message change in user experience program).P4Feature enhancement or cosmetic defect.Design change from original concepts.Areas Out of ScopeAny area that is not explicitly listed in section 1.2 as “within scope” is out of scope for this engagement. The areas that are out of scope for this engagement include, but are not limited to, the following: Table SEQ Table \* ARABIC 7: Areas Out of ScopeProject/ Work streamOut of Scope - Component/FeatureDescription/Considerations1Third-party software packaging (Wise, InstallShield, repackaging, or others).2Hardware mounting, configuration, or Operating System installation to servers3Workstations or servers explicitly configured to prevent enterprise management, such as locked-down devices, workstations, and “black-box” business units.4Custom development of System Center Configuration Manager reports. The default out-of-the box System Center Configuration Manager reports will be implemented5Integration between System Center Configuration Manager and any third-party software.6Fixing unhealthy clients before SCCM Agent deployment or clients having issues that limits deployment due to non-Microsoft applications or corrupted WMI/Registry. This may require re-installation of Operating System. This should be provided by MOFA7Deployment of SCCM clients on desktops more than 1,000 computers. This should be done by MOFA8Deploying SCCM clients on third party operating systems9Internet Based Client Management, Out of Band Management10Device Management11Desired Configuration Management : Server based templates or custom policies for MOFA organization12Application Virtualization: This feature requires detailed analysis of applications to be virtualized and requires a separate engagement.13Troubleshooting is out of scope and will require MOFA to open support ticket via the Microsoft Premier Support which is outside the scope of this project.Project Approach, Timeline and Service DeliverablesApproachAs MOFA requests, Microsoft will deliver the following services and required description below;Envisioning PhaseKick-off MeetingEnvisioning Workshop – During the Envisioning Workshop, we will facilitate a discussion of the overall business requirements and potential solutions. The workshop should be attended by both business and technical stakeholders. Determine business and technical requirementsDetermine functional and operational requirementsDetermine availability and requirements for service level agreements and for operational level agreementsIdentify risks and issuesVision and Scope document – The Microsoft team will compile and complete the Vision and Scope document, and then you will review it. This document contains the details of the solution from conceptual, logical, and physical design perspectives, and will be developed based on the details gathered in the Envisioning Workshop.Preparing Project PlanDeliverablesScope and Vision DocumentRisk ManagementProject plan.Planning PhaseIT Enterprise Management: Configuration Management includes a set of enterprise-class, fixed-scope Microsoft? Services engagements designed to strategically deploy a comprehensive configuration management infrastructure that includes discovery, architecture and planning, and deployment guidance based on industry best practices and key Microsoft System Center Configuration Manager 2012 (ConfigMgr 2012) technologies.System Center Topology and BoundariesHardware and Software InventorySoftware DistributionRemote ControlSoftware MeteringSoftware Updates for Windows Products and WSUS integrated Partners Creating a package to deploy Microsoft Office 2010 to a selected Pilot group (max. 50 clients )Creating a package to Internet explorer 8 to a selected Pilot group (max. 50 clients) Planning for Asset IntelligencePlanning for Desired Configuration Management for standard client baselinePlanning for Wake on LAN features (implementation only if network supports!!)Planning for Power Management FeaturesDeliverablesFunctional Specification.Test Lab Design and Test PlanRevised project plan.Build PhaseTest Cases – Detailed lab test cases will be created to determine whether all designed components as defined in the Functional Specification can be tested in a controlled lab environment.Development of the Solution Components – The solution will be built in a lab environment that mirrors the production environment as closely as possible, and in which initially each of the solution components as defined in the Functional Specification will be tested at a component level.Creating Windows 7 images (one 32bit Windows 7 image)Validate Components Using Test Cases – The test cases will be used to perform specific tests on each component of the System Center Configuration Manager infrastructure. Implementation and Operations – An Implementation will be created to provide the installation. Deployment Plan – A deployment plan will be created to describe the logistics of the actual production deployment.Deliverables:Build and Configuration GuideTest labStabilizing and Deploy PhasesPre-Production Solution Validation – The solution will be tested in the context of preparing for deployment into the production environment.? The specific tests performed in this phase are:Deployment procedures (including all installation steps).Configuration procedures.Operational procedures (including device and infrastructure server management procedures). Issue Resolution – Any issues or bugs defined as “in scope” will be addressed as required to ensure the solution is ready for pilot deployment.Deployment of Central Site and ReportingConfiguring SCCM for in scope requirementsHardware/Software inventorySoftware DeploymentSoftware updatesRemote ControlPower ManagementConfiguring Site Assignment for Primary sitesDeployment of 1,000 SCCM 2012 agents on internet and 1,000 agents on LAN network. Configuring Basic DCM for Standard ClientConfiguring Asset IntelligenceCreating Package for Office 2010 and Internet Explorer 8/9Creating Windows 7 image 32bit deploying on 5 Pilot PCs on internet network and LAN network separately.Implementation and Operations Document – The Implementation and Operations Guide will be updated to reflect the tests conducted in the Planning and Stabilizing phases.Perform Knowledge Transfer – The Microsoft consultant will mentor and provide guided experience with your staff to the extent possible given the project tasks and schedule.Operations Review and Signoff – All documentation will be handed over to your operations team to be able to formally accept the solution into production for full-scale deployment.DeliverablesBuild and Configuration Guide updatesKey Microsoft ActivitiesTable SEQ Table \* ARABIC 8: Microsoft Activities: System Center Stabilizing and Deployment PhasesActivityCoveringHours per SessionCountDescriptionWorkshopConfiguration Management41Current State, Requirements and End-State ObjectivesWorkshopMonitoring and Alerting41Current State, Requirements and End-State ObjectivesDesign SessionEnd-state SCOM fundamental components23One per each SCOM component in Table 2 - Components and Features in ScopeDesign SessionTest Lab design, Unit Test cases and Unit Test Plan 22-DocumentDevelop Functional Specification8--ReviewMid-point and draft review22WorkshopConfiguration Management21Current State, Requirements and End-State ObjectivesKnowledge Transfer SessionSCCM Console functions and fundamental components121Covering Core functionalitiesKey Customer ActivitiesTable SEQ Table \* ARABIC 9: Key Customer ActivitiesActivityDeveloping, documenting, and verifying key Business, Operational, and Technical requirements.? The customer will provide information on capabilities to be implemented, requirements and details of information exchanged.Providing input into the phases of the project covered by this Work Order and validating the results produced.Defining the key success and acceptance criteria that will be used to determine the success of the solutionEngage and schedule your subject matter experts to participate in the planning sessions.Review and approve the functional specification documentBe present at project team kick-off meeting.Provide information necessary to have a successful SCCM planning.Engage and schedule your SMEs to participate in the testing.Obtain your executive sponsor approval of the deliverables. Notify team of any system issues or functional municate to the end users the plan for the pilot.Your Operations Team will be responsible for updating the Operations staff and related policies, procedures, and technology components for management.Provide approval that the pilot can move forward.Develop and communicate support strategy, procedures, and information necessary for your help desk and field technical support.Procurement of the required production hardware and software prior to the pilot.Jointly identify, document, and classify issues.Validate as-built systemActively participate in Knowledge transfer sessions.Signoff systems as deployed Key Work Products and Deliverables (Microsoft)Table SEQ Table \* ARABIC 10: Key Work Products and Deliverables (Microsoft)Key Work Products and Deliverables (Microsoft)Envisioning PhaseScope and Vision DocumentDetailed Project PlanDesign PhaseDesign DocumentDeployment PhaseDeployment GuideDeployment Report: Stating the state of the agent’s deployment on the 1,000 agents on PCs and 150 servers.Key Work Products and Deliverables (Customer)Table SEQ Table \* ARABIC 11: Key Work Products and Deliverables (Customer)Key Work Products and Deliverables (Customer)Communication PlanUser Acceptance Test Plans (UAT)Application Inventory and Test/Remediation PlanTest DataLab SystemsEnd User and IT Training Plans as necessaryChange Management ApprovalsHardware and Software MediaLicensesKey Phase AssumptionsTable SEQ Table \* ARABIC 12: Key Phase AssumptionsKey Phase AssumptionsManaged Servers are Active Directory domain joinedDeployment will be scoped for one Active Directory ForestOnly supported system center operating systems are in scope Windows 2000, Win 9xs, Win NT 4.0 are out of Scope.AD Schema will be modified to include the SCCM site infrastructure Microsoft assumes that all machines are accessibleThe agent deployment will be limited to 1,000 PCs on internet and LAN network and 250 agents on servers with Windows 2003 SP1 or later, and Windows 2008 SP1 or later, and must have already been tested and validated in the Customer environment.Configuration Manager server that will be deployed on LAN network should be able to communicate with internet or Configuration Manager server that will be deployed on internwt network to enable software update functionality. Configuration Manager clients should be member of Internet and LAN domains respectively. Key Service Deliverables and Acceptance ProcessProject Service DeliverablesThe following is a list of the project Service Deliverables that will be produced within the scope of this SOW and which must be formally reviewed and accepted under the process described in Section REF _Ref228982621 \r \h \* MERGEFORMAT 2.2.2.Table SEQ Table \* ARABIC 13: Engagement deliverablesProject PhaseService Deliverable NameService Deliverable DescriptionsAcceptance CriteriaEnvisioningScope and VisionA Vision and Scope document, which states the project goals and scope.Document accurately reflects in-scope requirements gathered.PlanFunctional SpecificationDescription of the technical functionalities in a document according to the agreed format defined in the MSF templateDocument accurately reflects in-scope requirements gathered.Stabilization and DeploymentDeployment GuideDescription of the technical steps during the phases according to MSF deliverablesDocument should be prepared according to Microsoft Solution Framework Standards which should include the followingDeployment Requirements and AssumptionsTechnical DependenciesTechnical Requirements related to environmentTechnical Steps for product installations, customizations and Fine TuningsDeployment ReportStating the state of the agent deployment on the 150 servers.Documents the state of the 1,000 agents to PCs, and 150 agents to Servers.Agent state could be eitherSuccessfully deployedDeployment unsuccessful with an error stateNote:Troubleshooting unsuccessful deployment of the agents is outside the scope of this project.It is assumed that redeployment of the unsuccessful agents will be the customer’s responsibility and is outside the scope of this project.If Microsoft MCS support will be required for redeployment of agents, then this will be handled as a separate request outside the scope of this SOW, and MCS resources will need to be reallocated according to the new requested scope.Service Deliverable Acceptance ProcessAt specified milestones throughout the project, Microsoft will submit completed project Service Deliverables for Customer’s review and approval. Service Deliverables will fall into the following category:Document Deliverables (e.g. Word, Excel, Visio, Project, etc.);Customer’s use or partial use of a Service Deliverable will constitute acceptance of that Service Deliverable. Customer may provide its acceptance and/or rejection of deliverables electronically via email. The following details the acceptance process for each of the deliverable types.Document Deliverables: Within 5 business days from the date of submittal, Customer must either(i) Accept the Document Deliverable by signing, dating and returning the Service Deliverable Acceptance Form, or(ii) Provide a written notice rejecting the Document Deliverable, including a single and complete list describing every reason for rejection.Document Deliverables shall be deemed accepted unless Customer provides a timely, written rejection notice as described above.Microsoft will correct problems with a Document Deliverable that are identified in the written rejection notice, as described above, and within the scope of this Statement of Work, after which the Document Deliverable will be deemed accepted.Issues that are outside the scope of this Statement of Work and feedback provided after a Document Deliverable has been deemed accepted will be addressed as a potential change of scope pursuant to the Change Management process outlined in this SOW.Project Governance ApproachPart-Time Project Management The project will be managed by a part-time Project Manager; typically this would be a remote role with mutually agreed customer visits. Prior to the start of the engagement, a mutually agreed to coverage plan / meeting schedule will be documented in writing. As this resource is part-time, the following operational constraints are assumed:Table SEQ Table \* ARABIC 14: Project Management ActivitiesProject ManagementDescriptionCommunicationsProvide 1 weekly status Report. Prepare and lead 1 status meeting per week of no more than 1 hour in duration. Remotely attend / participate 1 Steering Committee Meeting per month. Note: All customer meetings will NOT be attended.Scope Management / Change ControlAttend 1 Scope meeting per week remotely. Manage project Change Control.FinanceProvide weekly Budget Burn Report as part of the weekly status report.ScheduleManage the schedule for the MCS scope of work and MCS resources. Human Resources / Staff ManagementCoordinates MCS resources (only), including staffing, task assignments and status reporting.The scope of the Microsoft Part-Time Project Management Service is limited to managing Microsoft Consulting Resources (MCS) and Microsoft Partners subcontracted through MCS.Microsoft will provide project management for the duration defined in the Work Order. Changes to this duration or the amount of hours will be handled by the Change Management munication PlanThe following will be used to provide formal communication during the course of the project:The Microsoft Project Manager, working in conjunction with the Customer Project Manager, will document a detailed Communication Plan as part of the Master Project Management Plan.The Microsoft Project Manager, working in conjunction with the Customer Project Manager, will compile weekly status reports for distribution to both Customer and Microsoft managementWeekly status meetings will be held to review the project’s overall status, the acceptance of deliverables, the project schedule, and open issues noted in the status reportAn Executive Steering Committee will conduct monthly meetings and produce status reports pursuant to section 2.4.4, belowIssue/Risk Management ProcedureThe following general procedure will be used to manage active project issues and risks during the project:Identify: Identify and document project issues (current problems) and risks (potential events that impact the project)Analyze & Prioritize: Assess the impact and determine the highest priority risks and issues that will be managed actively Plan & Schedule: Decide how high-priority risks are to be managed and assign responsibility for risk management and issue resolutionTrack & Report: Monitor and report the status of risks and issues and communicate issue resolutionsControl: Review the effectiveness of the risk and issue management actionsActive issues and?risks will be monitored and reassessed on a weekly basis. Mutually agreed upon issue escalation and risk management processes will be defined at the outset of the project.?Change Management ProcessDuring the project, either party may request, in writing, additions, deletions, or modifications to the services described in this SOW (“change request”).For all change requests, regardless of origin, Microsoft shall submit to Customer Microsoft’s standard Change Request Form, which shall describe the proposed change(s) to the project, including the impact of the change(s) on the project scope, schedule, fees, and expenses. For all change requests which Customer originates, Microsoft shall have a minimum of 3 business days from receipt of the change request to research and document the proposed change, and prepare the Change Request Form.Customer shall have 3 business days from your receipt of a completed Change Request Form to accept the proposed change(s) by signing and returning the Change Request Form. If Customer does not sign and return the Change Request Form within the time period prescribed above, the change request will be deemed rejected and Microsoft will not perform the proposed change(s).No change to this project shall be made unless it is requested and accepted in accordance with the process described in this section. Microsoft shall have no obligation to perform or commence work in connection with any proposed change until a Change Request Form is approved and signed by the designated Project Managers from both parties.At Microsoft’s discretion, time required to research and document customer originated change requests will be billed at the standard rates specified in the project Work Order.Executive Steering CommitteeOverall senior management oversight and strategic direction for this project will be provided by an Executive Steering Committee, which will consist of the following key executive business sponsors and project management representatives:The Executive Steering Committee will hold meetings and produce meeting minutes on a weekly basis. Customer and Microsoft Managers will share joint responsibility for reporting to the Steering Committee. The Executive Steering Committee is responsible for the following:Making decisions on project strategic direction Serving as the final arbiter of Project issues (refer to the Escalation Process)Approving significant Change Requests Escalation ProcessThe Microsoft Project Manager will work closely with the Customer Project Manager, Sponsor, and other designees to manage Project issues, risks, and Change Requests, as described in Sections REF _Ref228982956 \r \h \* MERGEFORMAT 2.3.3 and REF _Ref228982972 \r \h \* MERGEFORMAT 2.3.4 above. The standard escalation process for review and approval and/or dispute resolution is as follows:Escalation PathProject Team member (Microsoft or Customer)Project Manager (Microsoft and Customer)Microsoft Engagement Manager / Project SponsorExecutive Steering CommitteeGuiding PrinciplesThe escalation path and the related process will be discussed and finalized at the project kickoff, but the following general guiding principles are expected to apply:Significant project issues/risks, as well as material Change Requests that cannot be resolved by the core project team, will be escalated to the Executive Steering Committee as the final decision maker. The expectation is that the Executive Steering Committee will take positive action to get the issue(s) resolved in a timely manner, accept or implement recommended mitigations for identified risk(s), and/or make final decisions on the disposition of proposed Change Requests.If a major unresolved item requires escalation prior to a scheduled Executive Steering Committee meeting, a special meeting will be scheduled, or the item will be escalated to the committee in writing.It is understood and agreed that if the Executive Steering Committee does not act to resolve items that are presented to it in a timely fashion, project schedule and/or cost slippage may result, which may result in additional Change Requests.Project CompletionThe project will be considered complete when any of the following conditions is met:All of the service deliverables identified within this SOW and any Change Requests accepted pursuant to the Change Management Process defined in this document, delivered and accepted or deemed accepted; orThe fee provisions of the Work Order have been met; orThis SOW is terminated pursuant to the provisions of the agreement.Project Organization and StaffingProject Organization StructureThis section describes the overall project organization structure, reporting relationships, and key project roles.The project will be organized as depicted in the following diagram.Figure 1 - Project Organization ChartProject Roles and ResponsibilitiesThis section provides a brief description of key project roles and responsibilities.Customer Project Roles and ResponsibilitiesTable SEQ Table \* ARABIC 15: Customer roles and responsibilitiesRoleResponsibilitiesProject CommitmentCustomer Project SponsorMakes key project decisions, assists in escalating unresolved issues to the Executive Steering Committee, and clears project roadblocks Customer Project ManagerPrimary point of contact for Microsoft teamResponsible for managing and coordinating the overall project Responsible for resource allocation, risk management, project priorities, and communication to executive management Manages day-to-day activities of the projectCoordinates the activities of the team to deliver deliverables according to the project scheduleTechnical Team LeadPrimary technical point of contact for the team that is responsible for technical architecture and code deliverablesLead Business AnalystPrimary functional point of contact for the team that is responsible for functional business analysisMicrosoft Project Roles and ResponsibilitiesTable SEQ Table \* ARABIC 16: Microsoft roles and responsibilitiesRoleResponsibilitiesProject CommitmentMicrosoft Engagement ManagerResponsible for deliverable quality and Customer’s overall satisfaction with Microsoft’s servicesSingle point of contact for billing issues, personnel matters, contract extensions, and MCS project statusFacilitate project governance activities and leading the Project Steering CommitteeFacilitate project governance activities and leading the Project Steering Committee, providing advice and guidance on:Project direction and scopeStakeholder communication issue resolution and escalationMicrosoft Project Manager Responsible for managing and coordinating the overall Microsoft projectResponsible for Microsoft resource allocation, risk management, project priorities, and communication to executive managementManages day-to-day activities of projectCoordinates the activities of the team to deliver deliverables according to the project scheduleMicrosoft Technical RoleProvide technical oversightVerifies whether Microsoft recommended practices are followedResponsible for overall solution deploymentResponsible for Knowledge TransferFulltimeGeneral Customer Responsibilities and Project AssumptionsGeneral Customer ResponsibilitiesDelivery of Microsoft’s services depends upon, among other things, the following:Customer’s involvement in all aspects of the servicesCustomer’s ability to provide accurate and complete information, as neededCustomer’s timely and effective completion of the responsibilities, as identified hereinThe accuracy and completeness of the Assumptions, identified belowTimely decisions and approvals by Customer’s managementCustomer’s completion of site readiness activities (if applicable)In addition to any Customer activities identified elsewhere in this SOW, Customer will perform or provide the following:Troubleshooting & redeploying agents on servers based on deployment report deliverable.Work with the Microsoft Project Manager to deliver the Project on scheduleManage Project plan(s), schedules, etc.Make key day-to-day decisions and provide a single point of contactAccept deliverablesProvide personnel who are knowledgeable about the current Customer systemsProvide business user representatives as required by the project planProvide all test cases, test data, procedures, and personnel needed to conduct the acceptance testing of the solution, including interfacesProvide access to all necessary Customer work sites, systems logon and passwordsProvide access to other materials and resources as needed, and as advised by us in advanceProvide suitable work spaces with desks, chairs, telephones, etc.Provide LAN connections giving the Microsoft onsite team access to the Internet and e-mailAssume responsibility for management of all non-Microsoft managed vendorsProvide access with proper licenses to all necessary tools and third party products required for Microsoft to complete its assigned tasksAcquire and install the appropriate server capacity required to support the development and test environments as defined in the scope section of this SOW.In performing services under this SOW and the applicable Work Order, Microsoft will rely upon any instructions, authorizations, approvals, or other information provided by Customer’s Project Manager or personnel duly designated by Customer’s Project Manager.Project AssumptionsThe Services, fees, and delivery schedule for this project are based on the following assumptions:Throughout the project, Microsoft will submit requests for decisions or feedback for Customer to complete. Decisions are assigned due dates, and it is assumed that Customer will provide the required feedback or make decisions on either the due date agreed upon or (3) business days from the date of submittal. If a decision or feedback is not provided within the due date or (3) business days, it will be addressed as a potential change of scope pursuant to the Change Management process outlined in this SOW.Current Active Directory client environment should be healthy and operational without any issues that affects customization process. In case of technical difficulties, Microsoft recommends logging case from Microsoft Premier Support Services. Your TAM will assist you on these matters. Current hardware and client operating systems should fulfill SCCM 2012 requirements for your specific needs. For detailed instructions, refer to the link below; availability of your representatives to perform their roles on the project team.The availability of all the information required for properly envisioning and designing the solution.Timely availability of the hardware, software, and physical space for the solution test environment.Product licenses. Product licenses (Microsoft or non-Microsoft) will not be provided under this Work Order. You are responsible for acquiring all necessary product licenses required as a result of Work Order.Source code review. You will not provide us with access to non-Microsoft source code or source code information. For any non-Microsoft code, our services will be limited to analysis of binary data only, such as a process dump or network monitor trace.Troubleshooting is out of scope and will require MOFA to open support ticket via the Microsoft Premier Support which is outside the scope of this project.All document deliverables will be in English language. ................
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