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GlobalSOWv9.0(GAEO)(English)(July2011)

Statement of WorkSCCM 2012 Deployment

Prepared forMOFA

Wednesday, 4 April 2012

Prepared by

Aydin DemirSenior Consultant

[email protected]

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Table of ContentsIntroduction......................................................................................................11 Project Objectives and Scope......................................................................2

1.1 Objectives..............................................................................................................21.2 Areas Within Scope................................................................................................3

1.2.1 General Project Scope.................................................................................51.2.2 Software Products / Technologies...............................................................61.2.3 Environments..............................................................................................61.2.4 Training and Knowledge Transfer................................................................61.2.5 Testing........................................................................................................7

1.3 Areas Out of Scope.................................................................................................82 Project Approach, Timeline and Service Deliverables....................................9

2.1 Approach................................................................................................................92.2 Timeline................................................................Error! Bookmark not defined.2.3 Key Service Deliverables and Acceptance Process...............................................14

2.3.1 Project Service Deliverables......................................................................142.3.2 Service Deliverable Acceptance Process...................................................15

2.4 Project Governance Approach..............................................................................172.4.1 Part-Time Project Management.................................................................172.4.2 Communication Plan.................................................................................172.4.3 Issue/Risk Management Procedure...........................................................182.4.4 Change Management Process...................................................................182.4.5 Executive Steering Committee..................................................................192.4.6 Escalation Process.....................................................................................19

2.5 Project Completion...............................................................................................203 Project Organization and Staffing..............................................................21

3.1 Project Organization Structure.............................................................................213.2 Project Roles and Responsibilities........................................................................22

4 General Customer Responsibilities and Project Assumptions.......................244.1 General Customer Responsibilities.......................................................................244.2 Project Assumptions.............................................................................................25

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TablesTable 1: Project Details..........................................................................................................3Table 2: Solution Scope..........................................................................................................5Table 3: Solution Software Required......................................................................................6Table 4: Required Environments............................................................................................6Table 5: Test types Table.......................................................................................................7Table 6: Defect priorities........................................................................................................7Table 7: Areas Out of Scope...................................................................................................8Table 8: Microsoft Activities: System Center Stabilizing and Deployment Phases................12Table 9: Key Customer Activities.........................................................................................12Table 10: Key Work Products and Deliverables (Microsoft)..................................................13Table 11: Key Work Products and Deliverables (Customer).................................................13Table 12: Key Phase Assumptions........................................................................................14Table 13: Engagement deliverables.....................................................................................14Table 14: Project Management Activities.............................................................................17Table 15: Customer roles and responsibilities......................................................................22Table 16: Microsoft roles and responsibilities.......................................................................22

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IntroductionThis 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.

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1 Project Objectives and Scope

1.1 ObjectivesThe 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 Network

Approximately 1050 users, and somewhere around 1150 computers, but it is expected that 900 of them are active

Single location in Riyadh HQ

LAN Network

Servers 234 Desktops 2342 in total including sites (embassies and consulate offices are not included)

Sites:

MoFA HQ office 1500 - 100 Dammam site 30 - 50 Jeddah site 150 - 200 Makkah site 30 - 50 Riyadh Diplomatic Quarter site 100 - 150 IT New Building site 100 - 150

Mostly, 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.


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Table 1: Project DetailsProject/Work stream Description

System Center Configuration Manager - SCCM System Center Configuration Manager (SCCM) will be designed to support servers and client computer for:▪ Software and Hardware Inventory▪ Software 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 reporting▪ Desired configuration management▪ Office 2010 and IE 8/9 Deployment

1.2 Areas 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


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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 updates

Mobile 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 inventory Software installation Settings

When 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.


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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.

1.2.1 General Project ScopeTable 2: Solution Scope

Solution Component In Scope Feature Description/Considerations

Scope Assumptions

Deployment of SCOM Components

o 1 Central Primary Server for internet network

o 1 Central Server for LAN Network

o 5 Distribution points for LAN network (if required)

Required hardware should be ready in deployment phase

Agent Deployment o Total of 1,000 Agents Deployment (domain joined Windows clients) for internet network and 1,000 agents for LAN network

o Total of 250 Agents Deployment for domain joined Servers

Agents should be up and runningRequired ports should be opened for enabling communications.MOFA will deploy the remaining clients.

Management Packs Deployment, Customization and Configuration

o Software and Hardware Inventory

o Software deployment and patch management;

o Deploying Windows 7 image 32bit and 64bit and deploying on 5 Pilot PCs separately on Internet and LAN network

o Asset and inventory Page 9

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Solution Component In Scope Feature Description/Considerations

Scope Assumptions

reportingo Base functionality of

Desired configuration management design and deployment

o Office 2010 and IE 8/9 Deployment

Reporting o Deploy default Reports Report customizations are not included

Knowledge Transfer Sessions that includes:

o General SCCM Administration Tasks

MOFA project team members should have understanding of All required operational tasks

1.2.2 Software Products / TechnologiesMicrosoft requires the following software and application media during the project.

Table 3: Solution Software RequiredOperating Systems Core Apps Databases Development

LanguagesProvided by

Windows Server 2008 R2 Enterprise or Standard Edition

SCCM 2012 Microsoft SQL Server 2008 R2

English Customer

1.2.3 EnvironmentsTable 4: Required Environments

Environment Location Responsibility Ready byDevelopment Customer Site in Riyadh Customer Within 3 weeks of start dateTest Customer Site in Riyadh Customer Within 3 weeks of start dateUAT Customer Site in Riyadh Customer 4 weeks prior to UAT start datePre-Production Customer Site in Riyadh Customer 4 weeks prior to UAT start dateProduction Customer Site in Riyadh Customer 4 weeks prior to UAT start date

1.2.4 Training 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.

1.2.5 TestingThe following testing will be performed as part of this Statement of Work.


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Table 5: Test types TableTest Type Description Responsib

leProvides

Test Data/Case

s

Guidance & Support

Environment

Unit Testing Documenting and executing unit test cases are the responsibility of the developers. Test cases are based upon the Microsoft Functional Specification document.

Microsoft Microsoft Customer Development

System Testing System 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.

Microsoft Customer Customer Development

User 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.

Customer Customer Microsoft Test

As 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 6: Defect prioritiesDefect Priority Description of Priority

P1 Showstopper 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.

P2 Defect must be fixed prior to moving to production.Does not affect test plan execution

P3 It 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).

P4 Feature enhancement or cosmetic defect.Design change from original concepts.

1.3 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:


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Table 7: Areas Out of ScopeProject/

Work stream

Out of Scope - Component/Feature Description/Considerations

1 Third-party software packaging (Wise, InstallShield, repackaging, or others).

2 Hardware mounting, configuration, or Operating System installation to servers

3 Workstations or servers explicitly configured to prevent enterprise management, such as locked-down devices, workstations, and “black-box” business units.

4 Custom development of System Center Configuration Manager reports. The default out-of-the box System Center Configuration Manager reports will be implemented

5 Integration between System Center Configuration Manager and any third-party software.

6 Fixing 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 MOFA

7 Deployment of SCCM clients on desktops more than 1,000 computers.

This should be done by MOFA

8 Deploying SCCM clients on third party operating systems

9 Internet Based Client Management, Out of Band Management

10 Device Management

11 Desired Configuration Management : Server based templates or custom policies for MOFA organization

12 Application Virtualization: This feature requires detailed analysis of applications to be virtualized and requires a separate engagement.

13 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.


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2 Project Approach, Timeline and Service Deliverables

2.1 ApproachAs MOFA requests, Microsoft will deliver the following services and required description below;

1.1.1 Envisioning Phase

Kick-off Meeting

Envisioning 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 requirements

Determine functional and operational requirements

Determine availability and requirements for service level agreements and for operational level agreements

Identify risks and issues

Vision 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 Plan

Deliverables

Scope and Vision Document

Risk Management

Project plan.

1.1.2 Planning Phase

IT 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.


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System Center Topology and Boundaries

Hardware and Software Inventory

Software Distribution

Remote Control

Software Metering

Software 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 Intelligence

Planning for Desired Configuration Management for standard client baseline

Planning for Wake on LAN features (implementation only if network supports!!)

Planning for Power Management Features

Deliverables

Functional Specification.

Test Lab Design and Test Plan

Revised project plan.

1.1.3 Build Phase

Test 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.


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Deliverables:

Build and Configuration Guide

Test lab

1.1.4 Stabilizing and Deploy Phases

Pre-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 Reporting

Configuring SCCM for in scope requirements

Hardware/Software inventory

Software Deployment

Software updates

Remote Control

Power Management

Configuring Site Assignment for Primary sites

Deployment of 1,000 SCCM 2012 agents on internet and 1,000 agents on LAN network.

Configuring Basic DCM for Standard Client

Configuring Asset Intelligence

Creating Package for Office 2010 and Internet Explorer 8/9

Creating 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.


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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.

Deliverables

Build and Configuration Guide updates

Key Microsoft ActivitiesTable 8: Microsoft Activities: System Center Stabilizing and Deployment Phases

Activity Covering Hours per

Session

Count Description

Workshop Configuration Management 4 1 Current State, Requirements and End-State Objectives

Workshop Monitoring and Alerting 4 1 Current State, Requirements and End-State Objectives

Design Session End-state SCOM fundamental components

2 3 One per each SCOM component in Table 2 - Components and Features in Scope

Design Session Test Lab design, Unit Test cases and Unit Test Plan

2 2 -

Document Develop Functional Specification 8 - -Review Mid-point and draft review 2 2Workshop Configuration Management 2 1 Current State,

Requirements and End-State Objectives

Knowledge Transfer Session

SCCM Console functions and fundamental components

12 1 Covering Core functionalities

Key Customer ActivitiesTable 9: Key Customer Activities

Activity▪ Developing, 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 solution▪ Engage and schedule your subject matter experts to participate in the planning sessions.▪ Review and approve the functional specification document▪ Be 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 issues.


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Activity▪ Communicate 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 system▪ Actively participate in Knowledge transfer sessions.▪ Signoff systems as deployed

Key Work Products and Deliverables (Microsoft)Table 10: Key Work Products and Deliverables (Microsoft)

Key Work Products and Deliverables (Microsoft)− Envisioning Phase

▪ Scope and Vision Document▪ Detailed Project Plan

− Design Phase▪ Design Document

− Deployment Phase▪ Deployment Guide▪ Deployment 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 11: Key Work Products and Deliverables (Customer)

Key Work Products and Deliverables (Customer)▪ Communication Plan▪ User Acceptance Test Plans (UAT)▪ Application Inventory and Test/Remediation Plan▪ Test Data▪ Lab Systems▪ End User and IT Training Plans as necessary▪ Change Management Approvals▪ Hardware and Software Media▪ Licenses


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Key Phase AssumptionsTable 12: Key Phase Assumptions

Key Phase Assumptions▪ Managed Servers are Active Directory domain joined▪ Deployment will be scoped for one Active Directory Forest▪ Only 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 accessible▪ The 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.

2.2 Key Service Deliverables and Acceptance Process

2.2.1 Project 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 2.2.2.

Table 13: Engagement deliverablesProject Phase Service Deliverable

NameService Deliverable

DescriptionsAcceptance Criteria

Envisioning Scope and Vision A Vision and Scope document, which states the project goals and scope.

Document accurately reflects in-scope requirements gathered.

Plan Functional Specification

Description of the technical functionalities in a document according to the agreed format defined in the MSF template

Document accurately reflects in-scope requirements gathered.

Stabilization and Deployment

Deployment Guide Description of the technical steps during the phases according to MSF deliverables

Document should be prepared according to Microsoft Solution Framework Standards which should include the following

1. Deployment Requirements and Assumptions

2. Technical Dependencies3. Technical Requirements related to

environment4. Technical Steps for product

installations, customizations and Fine


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Project Phase Service Deliverable Name

Service Deliverable Descriptions

Acceptance Criteria

TuningsDeployment Report Stating 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 either- Successfully deployed- Deployment 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.

2.2.2 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.


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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.


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2.3 Project Governance Approach2.3.1 Part-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 14: Project Management ActivitiesProject Management Description

Communications Provide 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 Control

Attend 1 Scope meeting per week remotely. Manage project Change Control.

Finance Provide weekly Budget Burn Report as part of the weekly status report.Schedule Manage the schedule for the MCS scope of work and MCS resources.Human Resources / Staff Management

Coordinates 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 Process.

2.3.2 Communication 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 management

▪ Weekly 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 report

▪ An Executive Steering Committee will conduct monthly meetings and produce status reports pursuant to section 2.4.4, below


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2.3.3 Issue/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 resolution

▪ Track & Report: Monitor and report the status of risks and issues and communicate issue resolutions

▪ Control: Review the effectiveness of the risk and issue management actions

Active 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.

2.3.4 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.


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2.3.5 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

2.3.6 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 2.3.3 and 2.3.4 above. The standard escalation process for review and approval and/or dispute resolution is as follows:

Escalation Path

▪ Project Team member (Microsoft or Customer)

▪ Project Manager (Microsoft and Customer)

▪ Microsoft Engagement Manager / Project Sponsor

▪ Executive Steering Committee

Guiding Principles

The 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.


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▪ 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.

2.4 Project CompletionThe project will be considered complete when any of the following conditions is met:

1. 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; or

2. The fee provisions of the Work Order have been met; or

3. This SOW is terminated pursuant to the provisions of the agreement.


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3 Project Organization and Staffing

3.1 Project 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 Chart


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3.2 Project Roles and ResponsibilitiesThis section provides a brief description of key project roles and responsibilities.

Customer Project Roles and ResponsibilitiesTable 15: Customer roles and responsibilities

Role Responsibilities Project CommitmentCustomer Project Sponsor

▪ Makes key project decisions, assists in escalating unresolved issues to the Executive Steering Committee, and clears project roadblocks

Customer Project Manager

▪ Primary point of contact for Microsoft team▪ Responsible 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 project▪ Coordinates the activities of the team to deliver

deliverables according to the project scheduleTechnical Team Lead ▪ Primary technical point of contact for the team

that is responsible for technical architecture and code deliverables

Lead Business Analyst ▪ Primary functional point of contact for the team that is responsible for functional business analysis

Microsoft Project Roles and ResponsibilitiesTable 16: Microsoft roles and responsibilities

Role Responsibilities Project CommitmentMicrosoft Engagement Manager

▪ Responsible for deliverable quality and Customer’s overall satisfaction with Microsoft’s services

▪ Single point of contact for billing issues, personnel matters, contract extensions, and MCS project status

▪ Facilitate project governance activities and leading the Project Steering Committee

▪ Facilitate project governance activities and leading the Project Steering Committee, providing advice and guidance on:− Project direction and scope− Stakeholder communication issue resolution

and escalationMicrosoft Project Manager

▪ Responsible for managing and coordinating the overall Microsoft project

▪ Responsible for Microsoft resource allocation,


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Role Responsibilities Project Commitmentrisk management, project priorities, and communication to executive management

▪ Manages day-to-day activities of project▪ Coordinates the activities of the team to deliver

deliverables according to the project scheduleMicrosoft Technical Role ▪ Provide technical oversight

▪ Verifies whether Microsoft recommended practices are followed

▪ Responsible for overall solution deployment▪ Responsible for Knowledge Transfer

Fulltime


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4 General Customer Responsibilities and Project Assumptions

4.1 General Customer ResponsibilitiesDelivery of Microsoft’s services depends upon, among other things, the following:

▪ Customer’s involvement in all aspects of the services

▪ Customer’s ability to provide accurate and complete information, as needed

▪ Customer’s timely and effective completion of the responsibilities, as identified herein

▪ The accuracy and completeness of the Assumptions, identified below

▪ Timely decisions and approvals by Customer’s management

▪ Customer’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 schedule

▪ Manage Project plan(s), schedules, etc.

▪ Make key day-to-day decisions and provide a single point of contact

▪ Accept deliverables

▪ Provide personnel who are knowledgeable about the current Customer systems

▪ Provide business user representatives as required by the project plan

▪ Provide all test cases, test data, procedures, and personnel needed to conduct the acceptance testing of the solution, including interfaces

▪ Provide access to all necessary Customer work sites, systems logon and passwords

▪ Provide access to other materials and resources as needed, and as advised by us in advance

▪ Provide suitable work spaces with desks, chairs, telephones, etc.

▪ Provide LAN connections giving the Microsoft onsite team access to the Internet and e-mail

▪ Assume responsibility for management of all non-Microsoft managed vendors

▪ Provide access with proper licenses to all necessary tools and third party products required for Microsoft to complete its assigned tasks


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▪ Acquire 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.

4.2 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;

http://technet.microsoft.com/en-us/library/gg682077.aspx

▪ The 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.


http://technet.microsoft.com/en-us/library/gg682077.aspx