Project Portfolio Management (PPM ... - servicenow.es · Accelerators are pre-built configurations...

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ProjectPortfolioManagement(PPM)AcceleratedImplementation(Jakarta)

Overview

TheServiceNowProjectPortfolioManagement(PPM)AcceleratedImplementationusesaversionoftheServiceNowImplementationMethodology(SIM)withpre-builtAccelerators(asdescribedbelow).PPMAccelerated Implementation will provide customer with visibility to projects and portfolios after astreamlinedsuccessionofaworkshop,diagnostics,training,andverification.

PackageDescriptionandAim

ServiceNow PPM Accelerated Implementation provides best practice advice and guidance, whileperformingtheessentialactivitiesforconfiguringProjectPortfolioenvironmentsinanoptimizedmanner.

Workingwithcustomer’sServiceNowadministratorsandportfolioanalysts,ServiceNowPPMAcceleratedImplementation aids the customer’s understanding of the platform and takes advantage of pre-builtacceleratorsconfigurationstobeinstalledandimplementedintoproduction.

Unless otherwise agreed by ServiceNow and the customer or specified below, services are deliveredremotely,tomaximizeflexibilityofallresources.

ServiceNowSystemAdministrator

Prior to the initiation of the project, the customer shall designate a ServiceNow trained SystemAdministratorwhowillparticipateinallmigrationactivitiesandworkshopsessions.Thecoachingsessionsaretheprimarymechanismforknowledgetransfer,andforconfigurationdecisionmaking.

PackageActivities

ServiceNowwillperformthefollowingactivities:

EssentialsActivities DescriptionAcceleratorworkshop • WorkingsessiontointroducetheServiceNowConsultantteamresponsiblefor

deliveringPPMAcceleratedImplementation.• OverviewofPPMAcceleratorsforselection,installation,anddemonstrationof

bestpracticeusages.• Documentdeviationsfrombestpractices.Significantconfigurationgaps

betweencommonServiceNowpracticeandclientpracticeshouldbedocumentedearly.

• TheinitialAcceleratorworkshopwillbeperformedonsite.

InstallandtestAccelerators

• ServiceNowinstallsAccelerators.• Completeaninitialtechnicalandfunctionalvalidationforallimplemented

Accelerators.

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HandsonKeyboardtraining • TheServiceNowBusinessProcessConsultantwillconductahalfdaytraining

sessionforuptotenPPMAcceleratorusers.

Completion• Customerverifiesproductioninstance.

Accelerators

Accelerators are pre-built configurations that expedite implementation. ServiceNow PPM AcceleratedImplementationincludestheoptionofusingmigrationtemplateacceleratorsandupdatesetaccelerators.

MigrationTemplateAccelerator

ThisspreadsheettemplateallowsacustomertogatherrelevantprojectandportfolioinformationinaprescribedformatenablingaServiceNowdataload.Acheckpointwillbeperformedbeforeloadinganydataintoproduction.

UpdateSetAccelerators

TheupdatesetAcceleratorslistedbelowareoptional:

DemandAccelerators

Accelerator Responsibilities

DemandTaskServiceRequest ExtendstheOut-Of-the-Box(“OOB”)demandcapabilitiestoincludeaUIactiontoplaceataskonanotherteam.CreatesanewDemandTaskwhichisthenaddedasarelatedlisttotheDemand.AUIactioncalled'RequestService'callsarecordproducertohaveacatalogofsuchinternalservices.

AutomaticProjectTemplateSelectionwhencreatedfromDemand

Capturestheconfigurationchangesforautoselectingaprojecttemplatebasedonanydemandattributeswhencreatingaprojectfromthedemand.

IdeasPortal Aportaltointakeideasfromallstakeholderswithinanorganizationbeforetheybecomedemands.

ProjectPortfolioManagementUpdateSets

Accelerator Responsibilities

EnhancedProjectControls ExtendstheOOBcontrolsofRisks,IssuesandProjectChangetoalsoincludeActions,AssumptionsandDependencies.TheupdatesetenhancestheOOBriskanalysisintroducingacalculatedpriorityandlinkswiththeenterpriseriskconversation.

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EnhancedDeliverableandStageGateManagement

AddsthreenewtablesthatareextendedfromthetasktabletoincorporateadditionalstagessuchasStageGate,StageGateChecklist&Deliverables.

EnhancedRequirementsFormtoSupportBusinessRequirements

UtilizestheOOBRequirementstableasawayofmanagingBusinessRequirements,FunctionalRequirementsandDesignAssumptionsaspartofthedemandandprojecttocentralizeprojectdetailswithintheServiceNowplatforminplaceofstandalonedocuments.

DefaultandAdvancedProjectviewsincludingProcessFlow

BasedontheProjectManagementInstitute(PMI)standards,addsprocessflow(s)forproject(s)thatworkofftheOOBphaseattribute.

StakeholderPortalforProjectStatusReporting

AddsasingleportalpagetoprovideaconsolidatedviewofStatusReportsthatcanbeaccessedfrommobiledevices.

AdditionalSupportforServiceTransition

ServiceTransitionChecklistProjectControl.Fororganizationsthatutilizeaseparatechecklistforgatingreview.

AdditionalProjectTemplatesandTemplateConfiguration

AdditionalsetoftemplatesforusewiththeaboveProjectGatesandDeliverables.

ServiceNowProvidedResources

ServiceNowwillprovide the following resources for the review. The samepersonnelmay fillmultipleresponsibilities:

ServiceNowresource Responsibilities

ITBMBusinessProcessConsultant

• RunsPPMAcceleratedimplementationworkshop.• Advisesoncommonpracticeprocesses

ITBMtechnologyconsultant • Performsinstallationandconfigurationofacceleratorsasdetailedabove• Provideshandsonkeyboardstrainingfortransitionstaff

ServiceNowmayatanytimesubcontractordelegateinanymanneranyorallofitsobligationshereundertoanythird-party.Asagreed,thecustomermayfundtravelandexpensetoperformtheworkshoportraininginperson.ServiceNowdoesnotguaranteethatcertaindesignatedServiceNowpersonnelwillbeassignedtothecustomer’saccount.ServiceNowmayengageitsownServiceNowProfessionalServicesemployeesfromitsglobalservicesresourcesincompletionofthesePackagedServices.

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Prerequisites

The ServiceNow PPM Accelerated Implementation packaged service requires the customer’s activeparticipationandcoordinationforprojectsuccess. Thefollowingrequirementsmustbemet.DelaybyCustomerwithrespecttothebelowitemsmaycausedelayorprecludeServiceNow’sabilitytoprovidetheServices:

• CustomermusthaveanexistingServiceNowPPMinstance.

• CustomermusthavelicensedtheServiceNowITBMsuite.

• ConfigurationactivitiesarelimitedtotheAccelerators.

• CustomerisresponsibleforcompletingUATtestplan(s)priortoproductiondeployment.

• CustomershallprovideServiceNowwithremoteaccesstotheirServiceNowinstance.

• Ifcustomerelectstomigratedata,theyareresponsibleforinputtingdataintomigrationspreadsheetintheformatspecifiedinthespreadsheet.Thisshouldbeperformedaftertheworkshop.

• CustomerwillsendatleasttwopeopletoServiceNowPPMtraining.ThistrainingisnotincludedinthisPPMAcceleratedImplementationpackage.

• The customer must provide at least one trained system administrator that will continue theadministration and configuration of ServiceNowPPM,whowill attend theworkshop and trainingsessions.

• Thecustomermustpromptlyprovidethenecessarydecisionsanddatafortheconfigurationactivities.

• Customerwillprovideappropriateworkareas,includingInternetaccess,forServiceNowconsultantswhentheyareonsite.

Before ServiceNow can begin the PPM Accelerated Implementation, Customer must complete thefollowingprerequisitetasks:

• Thecustomershallprovideaccesstothecustomer’sServiceNowproductioninstancestothedeliveryconsultants.

• ThecustomermusthaveaccesstotheServiceNowcustomersupportportal(Hi).

• Customer shall provide the required resources and ensure active participation of its designatedpersonnel:

o IdentifyonecertifiedServiceNowsystemadministrator

o Identify one PMO/Portfolio domain expert with authority to choose pre-builtfunctionality

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Thefollowingservicesarenotprovided:

• Datacollection.

• Alldatanormalization,modification,cleansingsandalterationbefore,duringandafterconverting.

• Unit,performance,security,integrationoranyothertesting.

• Endusertraining.

• Servicesnotexpresslystatedherein.

Except with respect to the Kick-Off Workshop as provided above, all services provided under thisPackagedServiceareprovidedremotely.Ifthecustomerwishesanon-premiseworkshoportraining,thiscanbearrangedatadditionalexpense.

General

ServiceNowisinthebusinessofprovidingITservicemanagementapplicationsandotherapplicationsonthe ServiceNow platform and consulting services drawing upon the knowledge, understanding andexpertiseServiceNowhasgained inthecourseofworkingwithmanyothercustomers.Nothing inthisService Description shall assign rights in or limit ServiceNow’s use of any know-how or knowledgepertaining to theServiceNow intellectualproperty rightsor technology.ServiceNowshallhavea fully-paid,royalty-free,worldwide,non-exclusive,transferable,sub-licensable,irrevocable,perpetualrighttouseanysuggestions,enhancements,recommendationsorotherfeedbackprovidedbyCustomeranditsusersrelatingtotheServiceNowproductorservices.

LIMITEDPROFESSIONALSERVICESWARRANTY.ServiceNowwarrantsthattheServiceswillbeperformedinacompetentandworkmanlikemannerinaccordancewithacceptedindustrystandardsandpracticesandallmaterialrequirementssetforthinthisServiceDescription.CustomershallnotifyServiceNowinwritingofanybreachwithin thirty (30)daysafterperformanceof thenon-conformingServices.Uponreceiptofsuchnotice,ServiceNow,atitsoption,shalleitherusecommerciallyreasonableeffortstore-performtheServicesinconformancewiththesewarrantyrequirementsorshallterminatetheaffectedServicesandrefundtoCustomeranyamountspaid for thenon-conformingServices.ThisSectionsetsforthCustomer’sexclusiverightsandremedies(andServiceNow’ssoleliability) inconnectionwiththiswarranty.

DISCLAIMER OF WARRANTIES. EXCEPT FOR THE WARRANTIES EXPRESSLY STATED IN THIS SERVICEDESCRIPTION, THE SERVICES PROVIDED HEREUNDER AND ANY ACCOMPANYING DELIVERABLE AREPROVIDED“AS-IS”WITHOUTREPRESENTATIONORWARRANTYOFANYKINDAND,TOTHEMAXIMUMEXTENT ALLOWED BY LAW, SERVICENOW DISCLAIMS ALL WARRANTIES OF ANY KIND, EXPRESS ORIMPLIED, ORAL OR WRITTEN, INCLUDING WARRANTIES ARISING UNDER STATUTE, WARRANTIES OFMERCHANTABILITY,ACCURACY,TITLE,NON-INFRINGEMENTORFITNESSFORAPARTICULARPURPOSEORANYWARRANTIESARISINGFROMUSAGEOFTRADE,COURSEOFDEALINGORCOURSEOFPERFORMANCE.WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, SERVICENOW SPECIFICALLY DOES NOTWARRANTTHATTHESERVICESANDANYACCOMPANYINGDELIVERABLESWILLMEETTHEREQUIREMENTS

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OFCUSTOMEROROTHERSORTHATTHEYWILLBEACCURATEOROPERATEWITHOUTINTERRUPTIONORERROR.

LIMITATIONSOFLIABILITY.TOTHEEXTENTPERMITTEDBYLAW,THETOTAL,CUMULATIVELIABILITYOFEACHPARTYARISINGOUTOFORRELATEDTOTHISSERVICEDESCRIPTIONORTHESERVICESPROVIDEDHEREUNDER WHETHER BY CONTRACT, TORT (INCLUDING NEGLIGENCE) OR ANY OTHER LEGAL OREQUITABLETHEORY,SHALLBELIMITEDTOTHEAMOUNTSPAIDBYCUSTOMERFORTHESERVICESGIVINGRISETOTHECLAIMDURINGTHETWELVE(12)MONTHPERIODPRECEDINGTHEFIRSTEVENTGIVINGRISETO LIABILITY. THE EXISTENCE OF MORE THAN ONE CLAIM SHALL NOT ENLARGE THIS LIMIT. THEFOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO: (1) BODILY INJURY OR DEATH; (2)INFRINGEMENT BY A PARTY OF THE OTHER PARTY’S INTELLECTUAL PROPERTY RIGHTS; AND (3)CUSTOMER’SOBLIGATIONTOPAYAMOUNTSOWEDFORSERVICESPROVIDEDHEREUNDERORTAXESAPPLIEDTHERETO.

EXCLUSIONOFDAMAGES.TOTHEEXTENTPERMITTEDBYLAW,NEITHERSERVICENOWNORCUSTOMERSHALLBELIABLETOTHEOTHERORANYTHIRDPARTYFORLOSTPROFITS(WHETHERDIRECTORINDIRECT)OR LOSS OF USE OR DATA, COVER, SUBSTITUTE GOODS OR SERVICES, OR FOR INCIDENTAL,CONSEQUENTIAL, PUNITIVE, SPECIAL OR EXEMPLARY DAMAGES (INCLUDING DAMAGE TO BUSINESS,REPUTATIONORGOODWILL),OR INDIRECTDAMAGESOFANYTYPEHOWEVERCAUSED,WHETHERBYBREACH OFWARRANTY, BREACH OF CONTRACT, IN TORT (INCLUDING NEGLIGENCE) OR ANY OTHERLEGALOREQUITABLECAUSEOFACTION,EVENIFSUCHPARTYHASBEENADVISEDOFSUCHDAMAGESINADVANCEORIFSUCHDAMAGESWEREFORESEEABLE.THEFOREGOINGEXCLUSIONSSHALLNOTAPPLYTO: (1) BODILY INJURY OR DEATH; AND (2) INFRINGEMENT BY A PARTY OF THE OTHER PARTY’SINTELLECTUALPROPERTYRIGHTS.

PackagedServiceTermsandConditions

CustomeragreestopaythetotalfeeamountontherelatedOrderForm.ServiceNowwillprovidethePackagedServicesasdescribedhereinlimitedtothoseorderedontheOrderForm:(i)ifCustomerispurchasingdirectlyfrom ServiceNow, on the terms and conditions in the Order Form and the underlying master agreementexecutedbytheparties,ifany(“Agreement”);or(ii)ifCustomerispurchasingfromaServiceNowauthorizedreseller (“Reseller”),on the termsandconditions in theuseauthorizationas issuedbyServiceNowandtheSubscription Service Agreement incorporated by reference herein fromhttp://www.servicenow.com/schedules.do. In the event of any inconsistency or conflict between theAgreement or the Subscription Service Agreement and this Service Description, the terms of this ServiceDescriptionshallcontrolwithrespecttothePackagedServicessetforthherein.

ALLORDERSARENON-CANCELLABLE,NON-REFUNDABLE,CANNOTBEUSEDFORSERVICESOTHERTHANFORTHOSEPURCHASED,ANDNOTSUBJECTTOACCEPTANCE.ALLSERVICESWHENORDEREDMUSTBECONSUMEDWITHIN 12 MONTHS FROM THE ORDER FORM EFFECTIVE DATE. SERVICES ARE NOT INCLUDED IN THISOFFERINGUNLESSSPECIFICALLYIDENTIFIEDASINCLUDEDINTHISDOCUMENT.ANYUNUSEDSERVICESSHALLEXPIREWITHNOFURTHERCREDITORREFUNDANDSHALLHAVENOVALUETHEREAFTER.

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