Statement of Work
SCCM 2012 Deployment
Prepared for
MOFA
Friday, 28 July 2017
Prepared by
Aydin Demir
Senior Consultant
[email protected]
GlobalSOWv9.0(GAEO)(English)(July2011)
Prepared for MOFA
Prior to the parties indicating final agreement by signing a Work Order, the information contained in this document represents the current
view of Microsoft on the issues discussed as of the date of publication and is subject to change. Furthermore, prior to the signing of the
Work Order, this document should not be interpreted as an invitation to contract or a commitment on the part of Microsoft. After the Work
Order has been signed, changes to this document will be managed through the Change Management Process described in this document.
IF THIS DOCUMENT IS INCORPORATED BY REFERENCE INTO A WORK ORDER, ALL WARRANTIES APPLICABLE TO THE WORK ORDER APPLY
TO THIS DOCUMENT. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT.
The descriptions of other companies’ products in this document, if any, are provided solely as a convenience to aid understanding and
should not be considered authoritative or an endorsement by Microsoft. For authoritative descriptions of any non-Microsoft products
described herein, please consult the products’ respective manufacturers. © 2011 Microsoft. All rights reserved. Any use or distribution of
these materials without the express authorization of Microsoft is strictly prohibited.
Microsoft and Windows are either registered trademarks or trademarks of Microsoft in the United States and/or other countries.
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Table of Contents
Introduction ........................................................................................................................................................ 1
1
Project Objectives and Scope ................................................................................................................ 2
1.1
Objectives ....................................................................................................................................................................... 2
1.2
Areas Within Scope .................................................................................................................................................... 3
1.3
2
1.2.2
Software Products / Technologies ....................................................................................................... 6
1.2.3
Environments ................................................................................................................................................ 6
1.2.4
Training and Knowledge Transfer ........................................................................................................ 6
1.2.5
Testing ............................................................................................................................................................. 7
Areas Out of Scope ..................................................................................................................................................... 8
2.1
Approach ........................................................................................................................................................................ 9
2.2
Timeline ............................................................................................................. Error! Bookmark not defined.
2.3
Key Service Deliverables and Acceptance Process ...................................................................................... 14
2.5
4
General Project Scope ............................................................................................................................... 5
Project Approach, Timeline and Service Deliverables ....................................................................... 9
2.4
3
1.2.1
2.3.1
Project Service Deliverables ................................................................................................................. 14
2.3.2
Service Deliverable Acceptance Process ......................................................................................... 15
Project Governance Approach ............................................................................................................................ 17
2.4.1
Part-Time Project Management ......................................................................................................... 17
2.4.2
Communication Plan .............................................................................................................................. 17
2.4.3
Issue/Risk Management Procedure .................................................................................................. 18
2.4.4
Change Management Process ............................................................................................................ 18
2.4.5
Executive Steering Committee ........................................................................................................... 19
2.4.6
Escalation Process.................................................................................................................................... 19
Project Completion .................................................................................................................................................. 20
Project Organization and Staffing ......................................................................................................21
3.1
Project Organization Structure ........................................................................................................................... 21
3.2
Project Roles and Responsibilities ..................................................................................................................... 22
General Customer Responsibilities and Project Assumptions ........................................................24
4.1
General Customer Responsibilities .................................................................................................................... 24
4.2
Project Assumptions................................................................................................................................................ 25
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Tables
Table 1: Project Details ..................................................................................................................................................................... 3
Table 2: Solution Scope ................................................................................................................................................................... 5
Table 3: Solution Software Required .......................................................................................................................................... 6
Table 4: Required Environments ................................................................................................................................................... 6
Table 5: Test types Table ................................................................................................................................................................. 7
Table 6: Defect priorities .................................................................................................................................................................. 7
Table 7: Areas Out of Scope ........................................................................................................................................................... 8
Table 8: Microsoft Activities: System Center Stabilizing and Deployment Phases ................................................ 12
Table 9: Key Customer Activities ............................................................................................................................................... 12
Table 10: Key Work Products and Deliverables (Microsoft) ........................................................................................... 13
Table 11: Key Work Products and Deliverables (Customer) ........................................................................................... 13
Table 12: Key Phase Assumptions............................................................................................................................................. 14
Table 13: Engagement deliverables ......................................................................................................................................... 14
Table 14: Project Management Activities .............................................................................................................................. 17
Table 15: Customer roles and responsibilities ..................................................................................................................... 22
Table 16: Microsoft roles and responsibilities ...................................................................................................................... 22
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Introduction
This 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
Objectives
The 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
Desktops
234
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 Details
Project/Work stream
System Center Configuration Manager - SCCM
Description
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 Scope
Microsoft 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
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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 Scope
Table 2: Solution Scope
Solution Component
Deployment of SCOM
Components
In Scope Feature
o
o
o
Agent Deployment
o
o
Management Packs
Deployment,
Customization and
Configuration
o
o
o
Description/Consi
derations
Scope Assumptions
1 Central Primary Server
for internet network
1 Central Server for LAN
Network
5 Distribution points for
LAN network (if
required)
Required hardware should be ready in
deployment phase
Total of 1,000 Agents
Deployment (domain
joined Windows clients)
for internet network and
1,000 agents for LAN
network
Total of 250 Agents
Deployment for domain
joined Servers
Agents should be up and running
Required ports should be opened for
enabling communications.
MOFA will deploy the remaining
clients.
Software and Hardware
Inventory
Software deployment
and patch management;
Deploying Windows 7
image 32bit and 64bit
and deploying on 5 Pilot
PCs separately on
Internet and LAN
network
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Solution Component
In Scope Feature
o
Description/Consi
derations
Scope Assumptions
Asset and inventory
reporting
Base functionality of
Desired configuration
management design and
deployment
Office 2010 and IE 8/9
Deployment
o
o
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 / Technologies
Microsoft requires the following software and application media during the project.
Table 3: Solution Software Required
Operating Systems
Windows Server 2008
R2 Enterprise or
Standard Edition
Core Apps
SCCM 2012
Databases
Microsoft SQL Server
2008 R2
Development
Languages
English
Provided by
Customer
1.2.3 Environments
Table 4: Required Environments
Environment
Location
Responsibility
Ready by
Development
Customer Site in Riyadh
Customer
Within 3 weeks of start date
Test
Customer Site in Riyadh
Customer
Within 3 weeks of start date
UAT
Customer Site in Riyadh
Customer
4 weeks prior to UAT start date
Pre-Production
Customer Site in Riyadh
Customer
4 weeks prior to UAT start date
Production
Customer Site in Riyadh
Customer
4 weeks prior to UAT start date
1.2.4 Training and Knowledge Transfer
Microsoft 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.
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1.2.5 Testing
The following testing will be performed as part of this Statement of Work.
Table 5: Test types Table
Test Type
Description
Responsible
Provides
Test
Data/Cases
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 priorities
Defect 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.
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1.3
Areas Out of Scope
Any 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 7: Areas Out of Scope
Project/
Work
stream
1
2
3
4
5
6
7
8
9
10
11
12
13
Out of Scope - Component/Feature
Description/Considerations
Third-party software packaging (Wise, InstallShield, repackaging,
or others).
Hardware mounting, configuration, or Operating System
installation to servers
Workstations or servers explicitly configured to prevent
enterprise management, such as locked-down devices,
workstations, and “black-box” business units.
Custom development of System Center Configuration Manager
reports. The default out-of-the box System Center Configuration
Manager reports will be implemented
Integration between System Center Configuration Manager and
any third-party software.
Fixing unhealthy clients before SCCM Agent deployment or
clients having issues that limits deployment due to nonMicrosoft applications or corrupted WMI/Registry. This may
require re-installation of Operating System.
Deployment of SCCM clients on desktops more than 1,000
computers.
This should be provided by MOFA
This should be done by MOFA
Deploying SCCM clients on third party operating systems
Internet Based Client Management, Out of Band Management
Device Management
Desired Configuration Management : Server based templates or
custom policies for MOFA organization
Application Virtualization: This feature requires detailed analysis
of applications to be virtualized and requires a separate
engagement.
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
Approach
As 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 Activities
Table 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 EndState Objectives
Workshop
Monitoring and Alerting
4
1
Current State,
Requirements and EndState 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
2
Workshop
Configuration Management
2
1
Current State,
Requirements and EndState Objectives
Knowledge Transfer
Session
SCCM Console functions and
fundamental components
12
1
Covering Core
functionalities
Key Customer Activities
Table 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.
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Activity
▪ Notify team of any system issues or functional issues.
▪ 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 Assumptions
Table 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 Deliverables
The 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 deliverables
Project Phase
Service Deliverable
Name
Service Deliverable
Descriptions
Acceptance 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 Dependencies
3. Technical Requirements related to
environment
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Project Phase
Service Deliverable
Name
Service Deliverable
Descriptions
Acceptance Criteria
4.
Deployment Report
Stating the state of the
agent deployment on the
150 servers.
Technical Steps for product
installations, customizations and Fine
Tunings
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
state
Note:
-
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 Process
At 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.
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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.
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2.3
Project Governance Approach
2.3.1 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 Activities
Project 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 Plan
The 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 Procedure
The 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 Process
During 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.
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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.
2.3.5 Executive Steering Committee
Overall 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 Process
The 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
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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.
2.4
Project Completion
The 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 Structure
This section describes the overall project organization structure, reporting relationships, and key project
roles.
The project will be organized as depicted in the following diagram.
Microsoft
Engagement
Manager
Executive
Steering Committee
Customer
Project Sponsor
Microsoft
Project Manager
Microsoft
Technical Role
Customer
Project Manager
Customer
Role 1
Customer
Role 2
Figure 1 - Project Organization Chart
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3.2
Project Roles and Responsibilities
This section provides a brief description of key project roles and responsibilities.
Customer Project Roles and Responsibilities
Table 15: Customer roles and responsibilities
Role
Responsibilities
Customer Project
Sponsor
▪ Makes key project decisions, assists in
Customer Project
Manager
▪ Primary point of contact for Microsoft team
▪ Responsible for managing and coordinating the
Project Commitment
escalating unresolved issues to the Executive
Steering Committee, and clears project
roadblocks
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 schedule
Technical 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 Responsibilities
Table 16: Microsoft roles and responsibilities
Role
Microsoft Engagement
Manager
Responsibilities
Project Commitment
▪ 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 escalation
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Role
Responsibilities
Project Commitment
▪ Responsible for managing and coordinating the
Microsoft Project
Manager
overall Microsoft project
▪ Responsible for Microsoft resource allocation,
risk 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 schedule
Microsoft Technical Role
▪ Provide technical oversight
▪ Verifies whether Microsoft recommended
Fulltime
practices are followed
▪ Responsible for overall solution deployment
▪ Responsible for Knowledge Transfer
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4
General Customer
Responsibilities and Project
Assumptions
4.1
General Customer Responsibilities
Delivery 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
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▪
Provide access with proper licenses to all necessary tools and third party products required for
Microsoft to complete its assigned tasks
▪
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 Assumptions
The 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.
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