01 - IP SOW Template v3.0

8/21/2019 01 - IP SOW Template v3.0

1/26

Statement of Work

for the

Title Field


2/26

Title Field - Statement of Work

Copyright itsm IP 2009

233120621.doc

Last Saved: 24/03/2009 11:19 AM Page 2 of 26


3/26


Document Infomat!on:

Prepared By: Ant"on# S#mons

Title: I$SM %onsu&tantDocument Version: 0.1

Document VersionDate:

Document Distribution List:

To ction !-"ail

Version #istory:

Version VersionDate

uthor Description

0.1 11'Ma'09 Ant"on#S#mons

In!t!a& Daft

233120621.doc



4/26


Proprietary $otice

$"!s document !s t"e (o(et# of !tsm Patnes"!( Pt# Ltd. A&& co(#!g"t !s (usuant tot"e &!cense )# !tsm Patnes"!( Pt# Ltd accom(an#!ng t"!s document.

%&P'()*#T

A&& !nfomat!on conta!ned !n t"!s document *"!c" e&ates to !tsm Patnes"!( Pt# Ltds"a&& )e +e(t a)so&ute conf!dent!a&.

A&& ,%&!ent -!e&d em(&o#ees and t"e! e(esentat!ves s"a&& not commun!cate e&easeo (em!t t"e commun!cat!on of an# !nfomat!on o data (ov!ded co&&ected and odeve&o(ed fo t"e (u(ose of o !n connect!on *!t" t"!s document ece(t fo t"e(u(ose of o !n connect!on *!t" t"e (efomance of eva&uat!ng t"e document.

$"e !nfomat!on conta!ned !n t"!s document const!tutes tade secets and/o

!nfomat!on t"at !s commec!a& o f!nanc!a& and conf!dent!a& o (!v!&eged. It !s (ov!dedto ,%&!ent -!e&d !n conf!dence *!t" t"e undestand!ng t"at !t cannot *!t"out(em!ss!on of !tsm Patnes"!( Pt# Ltd )e used o d!sc&osed fo an# (u(ose.

+%opyri,ht ../ itsm Partnership Pty Ltd0A&& !g"ts eseved.

233120621.doc



5/26


Table of %ontents

STT!"!$T &F W&(10000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000002

F&( T#!000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000 2

T)TL! F)!LD0000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000 2

2 (!SP&$S! T& T)TL! F)!LD000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000003

1.1 A%57D...................................................................................................................8

1.2 ,%LI7$-ILD SI7SS7DS......................................................................................8

P(&4!%T S%#!D5L!000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000/

6 P(&4!%T S%&P!0000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000002.

3.1 I7S%5PI$MS..............................................................................................................10

3.1.1 Tool Configuration................................................................................................................10

3.1.2 Service By Service Delivery...................................................................................................103.1.3 Service Support......................................................................................................................10

3.2 %57$I77$$ASS........................................................................................................10

3.3 5$5-S%5PI$MS......................................................................................................11

7 SS5"PT)&$S 8 D!P!$D!$%)!S00000000000000000000000000000000000000000000000000000000000000000000000000000000002

4.1 DP7D7%IS57,%LI7$-ILD..................................................................................12

4.2 P5%$ASSMP$I57S..................................................................................................13

4.3 P5%$ISS..............................................................................................................14

9 D!L)V!(BL!S0000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000029

;.1 DLI


6/26


2. DD)T)&$L T8" S!(V)%!S000000000000000000000000000000000000000000000000000000000000000000000000000000000000000006

22 PP!$D)< = %#$*! (!>5!ST F&("000000000000000000000000000000000000000000000000000000000000000000007

2 %%!PT$%! &F P(&P&SL00000000000000000000000000000000000000000000000000000000000000000000000000000000000000

233120621.doc



7/26


2 (esponse to Title Field$"!s document (ov!des a deta!&ed Statement of @o+ and (!c!ng est!mate fo t"e$!t&e -!e&d. $"!s Statement of @o+ ma# c"ange once t"e des!gn ("ase "as )een

com(&eted.

202 Back,round!tsm Patnes"!( Pt# Ltd C,%om(an# -!e&d undestands t"at ,%&!ent -!e&d !sem)a+!ng on a s!gn!f!cant (oEect to !m(ove t"e de&!ve# of Sev!ce Managementacoss t"e ,%&!ent -!e&d env!onment and t"e end use commun!t#.

$"!s !n!t!at!ve e(esents an o((otun!t# to fundamenta& c"ange t"e *a# t"at ,%&!ent-!e&d de&!ves Sev!ce Management. ,%om(an# -!e&d ac+no*&edges t"at ,%&!ent-!e&d ecogn!ses t"at t"e "!sto!ca& a((oac" to t"e undeta+!ng of suc" (oEectsmust c"ange !n ode to ea&!se t"e )us!ness )enef!ts soug"t. ,%om(an# -!e&d !scomm!tted to (atne!ng *!t" ,%&!ent -!e&d to eac" t"e o)Eect!ves of t"e Sev!ce

Management Im(&ementat!on Pocess PoEect.

-ut"emoe ,%om(an# -!e&d ecogn!ses and undestands t"at ,%&!ent -!e&deFu!es:

A %o&&a)oat!ve Patnes"!( a((oac"

A )us!ness outcomes focused so&ut!on

Stong &eades"!( ca(a)!&!t!es t"oug" a va&ued (atne

$"e a)!&!t# to &eveage ,%om(an# -!e&d e(e!ence !n est Pact!ces

no*&edge $ansfe to e(ed!te successfu& outcomes and ongo!ng

management ffect!ve !dent!f!cat!on and management of !s+

20 ?%lient Field@ Business $eeds$"e (u(ose of Sev!ce Leve& Management CSLM (ocess !s to detem!ne t"e &eve&of I$ Sev!ce eFu!ed to su((ot t"e )us!ness and manage t"e same to ensuecomm!tted sev!ce &eve&s ae )e!ng met.

$"e goa& fo Sev!ce Leve& Management (ocess !s to ma!nta!n and !m(ove I$Sev!ce Fua&!t# !n &!ne *!t" )us!ness and cost Eust!f!cat!on.

$"!s (ocess !s t!ggeed )# c"ange !n )us!ness ma+et stateg# custome eFuest

fo a ne* sev!ce o c"ange to an e!st!ng sev!ce sev!ce ev!e* c#c&e and an#c"ange to t"e tec"n!ca& !nfastuctue.

e# In(uts to t"!s (ocess ae custom des!gn s(ec!f!cat!ons etena& des!gns(ec!f!cat!ons and e&ease not!f!cat!ons fom e&ated I$IL (ocesses.

5ut(uts fom t"!s (ocess ae s!gned off sev!ce &eve& ageement t"at conta!nssev!ce &eve& (efomance met!cs and SLA com(&!anc# e(ots.

Im(&ement!ng a Sev!ce Leve& Management (ocess successfu& *ou&d ensue I$ogan!Gat!ons ae custome focused and sev!ce o!ented.

SLAs *!&& )e a usefu& too& fo sat!sf#!ng )us!ness eFu!ements and foste!ngus!ness'I$ e&at!ons"!(s s!nce t"e# ef&ect t"e tue'*o&d e(ectat!ons and

eFu!ements of )ot" I$ and t"e )us!ness !n mutua& ageea)&e tems.

233120621.doc



8/26


$"e !m(&ementat!on of SLM !s to )e )o+en do*n !nto 3 com(onents:

1. $oo& conf!guat!on H $"!s !s t"e conf!guat!on of t"e sev!ce des+ too& to a&&o* t"eSLM (ocess to )e em)edded !n t"e too&. $"!s !nc&udes t"e f!e&ds and foms t"ata&&o* t"e necessa# data to )e ca(tued and e(oted aga!nst. $"!s conf!guat!on

must )e com(&eted )efoe t"e sev!ces can )e fu& enteed !nto t"e s#stem. Af!ed (!ce (o(osa& !s (ov!ded fo t"!s *o+.

2. Sev!ce )# Sev!ce !m(&ementat!on H $"!s !s t"e ent# of t"e ,%&!ent -!e&d sev!cesC%I to Sev!ce and o(eat!on sev!ces to sev!ce ma((!ng on a sev!ce )# sev!ce)as!s. # ta+!ng t"!s !ncementa& a((oac" a&&o*s ,%&!ent -!e&d to focus on +e#sev!ces as t"e anas!s of t"e sev!ce !s com(&eted. It a&so a&&o*s ,%&!ent -!e&dto &ean fom t"e! !m(&ementat!on and a(( t"ese &ean!ngs to su)seFuentsev!ces. As !t !s e(ected t"at afte a num)e of sev!ces "ave )een!m(&emented ,%&!ent -!e&d *!&& )ecome a)&e to !m(&ement t"e sev!ces )#t"emse&ves. $"us t"e )est a((oac" to fo ,%om(an# -!e&d to (ov!de t!me andmate!a&s consu&t!ng fo t"!s ("ase of t"e *o+ C*!t" est!mated ca((!ng.

3. Su((ot fo e*o+ of !m(&emented sev!ces H As t"e sev!ces ae !m(&ementedsome e'*o+ of (ev!ous conf!gued sev!ces ma# )e eFu!ed. ,%om(an#-!e&d *!&& (ov!de t!me and mate!a&s consu&t!ng fo t"!s ("ase of t"e *o+.

233120621.doc

Last Saved: 24/03/2009 11:19 AM Page ? of 26


9/26


ProAect Schedule

233120621.doc



10/26


6 ProAect Scope

602 )n scope items

60202 Tool %onfi,uration

1. ev!e* of Des!gn document

2. %onf!guat!on of custom f!e&ds

3. %onf!guat!on of foms

4. %onf!guat!on of us!ness &og!c

;. %onf!guat!on of

6. Deve&o( un!t test cases

8. n!t $est of custom f!e&ds

?. n!t $est of foms

9. n!t $est of us!ness &og!c

10. n!t $est of

11. Deve&o( SLM Management conf!guat!on gu!de fo adm!n!statos

12. %#sta& e(ots %onf!guat!on of 10 %#sta& e(ots

13. %#sta& e(ots conf!guat!on of data)ase v!e*s

14. %#sta& e(ots n!t $est of %#sta& e(ots

1;. %#sta& e(ots Inco(oate !ssues !nto des!gn documentat!on

16. %#sta& e(ots A(( mod!f!cat!ons esu&t!ng fom A$

18. %#sta& e(ots %onf!guat!on of %#sta& e(ots

1?. A$ and (oduct!on conf!guat!on su((ot Cest!mated to )e 10 ut!&!sat!on.19. and ove to SIM team fo PA$ and (oduct!on conf!guat!on.

20. Su((ot du!ng $em(&ate conf!guat!on Cest!mated to )e 10 ut!&!sat!on.

6020 Serice By Serice Deliery

-o t"e !n!t!a& sev!ce:

1. Document u(&oad (ocedue Cest!mated to )e 2 da#s

2. andove to ,%&!ent -!e&d on u(&oad (ocedue Cest!mated to )e J a da#

3. %onsu&t!ng Su((ot du!ng u(&oad/anas!s Cest!mated to )e 40 ut!&!sat!on fo ;da#s

-o su)seFuent sev!ces Cest!mated 2 eta sev!ces

4. %onsu&t!ng Su((ot du!ng u(&oad/anas!s Cest!mated to )e 40 ut!&!sat!on fo ;da#s

60206 Serice Support

1. 4 *ee+s su((ot est!mated at 40 ut!&!sat!on

60 %ontin,ent tasks$"e fo&&o*!ng tas+s ma# a&so )e !nc&uded !n sco(e !f ,%&!ent -!e&d ae una)&e to f!ndsu!ta)&e esouces:

1. PA$ and Poduct!on conf!guat!on/)ac+ f!&& Cest!mated 8 da#s.

233120621.doc



11/26


2. Post o'L!ve su((ot Cest!mated 20 ut!&!sat!on fo 1 (eson mont" of u)us!ness da#s. $"!s su((ot !s a m!n!mum cost of J da# (e ca&& out. es(onset!me to ca&& out !s 2 )us!ness da#s.

606 &ut of scope items$"e sco(e of t"!s (o(osa& ec&udes t"e fo&&o*!ng:

1. A$ $est!ng.

2. PA$ and Poduct!on data !m(ot.

3. Deve&o(ment of $a!n!ng stateg#.

4. Deve&o(ment of $a!n!ng sc"edu&e.

;. De&!ve# of $a!n!ng.

6. (dates to t"e su((ot mode&.

8. (date ,%&!ent -!e&dPS *!t" (ocess documentat!on.

?. $a!n!ng De&!ve#.

9. Su((ot $ans!t!on.10. Deve&o(ment of *o+ !nstuct!ons.

11. %onf!guat!on of tem(&ates.

12. Integat!on )et*een and an# ot"e $oo&/S#stem.

13. ffot to undeta+e *o+ )e#ond t"e !n sco(e act!v!t!es *!&& )e su)Eect to ageedc"ange conto& (ocedues.

14. Pocess e'deve&o(ment o e'eng!nee!ng ne* (ocesses.

1;. Im(&!ed *aant# o ongo!ng su((ot fo t"e (oEect de&!vea)&es.

16. Pov!s!on of "ad*ae and soft*ae eFu!ed to test o !m(&ement t"e so&ut!on.

18. Puc"ase o &!cens!ng cost of too&s eFu!ed to su((ot t"e so&ut!on.

1?. us!ness documentat!on u(dates Ceg. (ocess des!gns *e)s!tes %MD etc

19. %ommun!cat!ons = $a!n!ng of ,%&!ent -!e&d (esonne& !n t"e ne* (ocess andtoo&.

20. eFu!ements gat"e!ng/us!ness Anas!s fo t"e Sev!ce Leve& management(ocess.

21. Data m!gat!on c&eans!ng and !m(ot stateg#.

22. Anas!s of t"e 5(eat!ona& Sev!ce to Sev!ce e&at!ons"!(s.

23. Anas!s of t"e %I to Sev!ce e&at!ons"!(s.

233120621.doc



12/26


7 ssumptions 8 Dependencies

702 Dependencies on ?%lient Field@

$"e t!me and mate!a&s Fuotat!on !n t"!s Statement of @o+ !s )ased on t"e fo&&o*!ngde(endenc!es )e!ng (ov!ded )# ,%&!ent -!e&d. -a!&ue to (ov!de t"ese ma# esu&t !nde&a#s to t"e (oEect sc"edu&e and add!t!ona& c"ages to ,%&!ent -!e&d.

$umber: Dependency Dependency to beproided no later than:

DP.01 ,%&!ent -!e&d *!&& (ov!de feed)ac+ ondocumentat!on / de&!vea)&es !n *!t!ng (!oto t"e sc"edu&ed m!&estone s!gn off fo t"edocument.

KSame Da# ev!e* tunaound!s eFu!ed fo a&& documents.efe to Assum(t!ons !tems ?9 and 10 on document and

de&!vea)&es ev!e*sDP.02 Access to Su)Eect Matte (ets CSMs as

eFu!ed du!ng t"e couse of t"e (oEect# (oEect statu(.

DP.03 Pov!s!on of su!ta) s+!&&ed esouces *!t"es(ons!)!&!t# and aut"o!t# fo t"e (oEecteFu!ements fo (!o!t# ev!e* of t"ede&!vea)&es.

# (oEect statu(.

DP.04 Pov!s!on of des+ ("one and com(ute *!t"&og!n accounts fo use )# ,%om(an# -!e&deng!nees du!ng t"e (oEect.

# (oEect statu(.

DP.0; $"e Sc"edu&e c&ea de&!neateses(ons!)!&!t!es and !ntede(endenc!es foac" $as+. $"e Ass!gned $as+ Kesouce*!&& )e managed )# t"e K$as+ 5*ne *"o !ses(ons!)&e fo de&!ve# of t"e tas+ to t"eeFu!ed Fua&!t# &eve& and on t!me. $"eovea&& de&!ve# es(ons!)!&!t# !s *!t" t"eKDe&!ve# 5*ne name ,%om(an# -!e&do ,%&!ent -!e&d.

# (oEect statu(.

DP.06 S!gnoff on t"e (eeFu!s!te documents )#(oEect s(onso name

$acea)!&!t# Mat!

Sev!ce Leve& Management Des!gn and

Sev!ce Leve& Management Des!gn S#stemeFu!ements.

# (oEect statu(.

DP 1.1.2.1 %&!ent ' ev!e* !m(&ementat!on (&an and*o+ !nstuct!on documentat!on

In accodance *!t" t"e (oEectsc"edu&e.

DP1.3.2.1.1

%&!ent ' 5gan!se PA$ 5utage In accodance *!t" t"e (oEectsc"edu&e.

DP 1.3.2.2 %&!ent ' ,%&!ent -!e&d Poduct!on %A In accodance *!t" t"e (oEectsc"edu&e.

DP 1.3.2.3 %&!ent ' 5gan!se Pod 5utage In accodance *!t" t"e (oEectsc"edu&e.

Table 2 ProAect Schedule Dependencies

A de(endenc# !s a tas+ *"!c" ,%om(an# -!e&d e&!es on to )e com(&eted o e&se t"e(oEect *!&& )e (ut !nto !s+. If one o moe de(endenc!es cannot )e met ,%om(an#

233120621.doc



13/26


-!e&d eseves t"e !g"t to enegot!ate t"e (!ce and sc"edu&e deta!&ed !n t"!sStatement of @o+.

70 ProAect ssumptions

$"e Fuotat!on !n t"!s Statement of @o+ !s )ased on t"e fo&&o*!ng (oEectassum(t!ons. An# dev!at!ons fom t"ese assum(t!ons ma# esu&t !n de&a#s to t"e(oEect sc"edu&e and add!t!ona& c"ages to ,%&!ent -!e&d.

1. ,%&!ent -!e&d *!&& ma+e ava!&a)&e t"e eFu!ed sev!ces and esouces as !dent!f!ed!n t"e PoEect P&an.

2. ,%&!ent -!e&d *!&& deve&o( and de&!ve commun!cat!ons (&an ta!n!ng mate!a&s andevents.

3. $"e (oEect team "as t"e endosement of ID to Kmandate *"ee ageementcannot )e eac"ed on )us!ness u&es )et*een sta+e"o&des t"oug" ageement*!t" t"e PoEect S(onso = Pocess 5*neCs.

4. $o m!n!m!se !s+ and educe com(&e!t# of ta!n!ng and conf!guat!on !t !s assumed

t"at *"ee (oss!)&e (ocesses *!&& )e ef!ned at"e t"an custom!s!ng t"e (oductto meet t"e cuent a((oved (ocesses.

;. An# c"anges to t"e sco(e and/o t!meta)&e *!&& )e managed t"oug" c"angeconto&

6. 5ne ev!e* c#c&e fo t"e de&!vea)&e document "as )een )udgeted.

8. In ode to meet t"e sc"edu&e dead&!nes and !ntede(endenc!es ,%om(an# -!e&deFu!es an# document ev!e* comments )e (ov!ded same da# e&se oven!g"t.An# ev!e* c"anges o e*o+s ageed to )e non'P!o!t# 1 )# PoEect S(onsoand ,%om(an# -!e&d *!&& )e defeed unt!& afte o L!ve C!.e. a &ate PoEect("ase.

?. A&& des!gn documents *!&& )e deemed acce(ted un&ess *!tten c"anges o

mod!f!cat!ons ae ece!ved fom ,%&!ent -!e&d *!t"!n t"e t!me s(ec!f!ed.9. soft*ae !ssues and en"ancements to )e dea&t d!ect *!t" P Poduct Su((ot

10. ,%om(an# -!e&d esouces *!&& "ave access to ,%&!ent -!e&d )us!ness andtec"n!ca& (esonne& to assess eFu!ements and eso&ve !ssues

11. ,%&!ent -!e&d and ,%om(an# -!e&d esouces *!&& de&!ve t"e! ass!gned tas+s !nt"e t!mefames as stated !n t"e sc"edu&e.

12. Management of (ocess c"anges and !ts !m(act to ,%&!ent -!e&d staff state'*!de*ou&d )e o*ned )# ,%&!ent -!e&d Infomat!on D!v!s!on at a&& t!mes

13. A&& *o+ !s e(ected to )e (efomed (!ma! at ,%&!ent -!e&d off!ces &ocated ateston !s)ane du!ng noma& )us!ness "ous C0900'1830 Monda# to -!da#

ec&ud!ng (u)&!c "o&!da#s14. ,%&!ent -!e&d *!&& (ov!de des+ s(ace te&e("ones and !ntenet connect!v!t# o

eFu!va&ent to 3 ,%om(an# -!e&d esouces *"en *o+!ng !n ,%&!ent -!e&d(em!ses

1;. Invo!ces e&at!ng to t"!s engagement *!&& efe to C1. t"!s (o(osa& and C2. to,%&!ent -!e&d Puc"ase 5de and *!&& )e addessed to t"e attent!on of t"e ,%&!ent-!e&d des!gnated contact.

16. $a!n!ng of ,%&!ent -!e&d (esonne& !n t"e ne* Sev!ce Leve& (ocess *!&& )eca!ed out )# t"e ,%&!ent -!e&d Sev!ce Leve& Management team.

18. $"e e!st!ng "ad*ae *!&& )e suff!c!ent to su((ot t"e c"anges fo Sev!ce Leve&Management !n 5


14/26


19. $"e (oEect !s assumed to stat on Monda# 23dA(!& 2008.

706 ProAect (isks

(isk$o0:

(isk Descriptions ProAect&utcomeC)mpactC"iti,ation

S.01 ,%&!ent -!e&d do not (ov!de !n a t!memanne t"e eFu!ed conf!mat!ons anddata fom t"e Pocess o*nes.

$!me %ost and Bua&!t# ofde&!vea)&es cou&d )e !m(acted.

S.02 ,%&!ent -!e&d ma# see+ to s!gn!f!canta&te t"e cuent a((oved Pocessesfo&&o*!ng e(osue to t"e $oo&set!ntoduc!ng de&a#s !n t"e f!na&!sat!on oft"e Des!gn P"ase and e(ans!on of t"eIm(&ementat!on Sco(e.

$!me %ost and Bua&!t# ofde&!vea)&es cou&d )e !m(acted. set"e eFu!ements tacea)!&!t# mat!to !dent!f# sco(e.

S.03 ,%&!ent -!e&d %a(ac!t# fo c"ange. $!me cost and a)!&!t# to meet ,%&!ent-!e&d e(ectat!ons fo f!na&!sat!on of(oEect.

S.04 A((o(!ate aut"o!sed ,%&!ent -!e&dstaff ava!&a)!&!t# to ma+e dec!s!ons

$!me cost and a)!&!t# to meet ,%&!ent-!e&d e(ectat!ons fo f!na&!sat!on of(oEect.

S.0; us!ness eFu!ements not adeFuatedef!ned.

$!me cost and a)!&!t# to meet ,%&!ent-!e&d e(ectat!ons fo f!na&!sat!on of(oEect.

S.06 %&uste Sev!ce Leve& Staff ae!nsuff!c!ent ta!ned !n too& / *o+!nstuct!ons Co ae unava!&a)&e fo

same (!o to cutove

A)!&!t# fo uses to o(eate eff!c!ent(ost'go &!ve

S.08 Pocess/Pocedues and @o+Instuct!ons ae not e*o+ed !n t!me fota!n!ng de&!ve#

na)&e to ta!n uses fo go &!ve

S.0? $a!n!ng too& &!cens!ng unava!&a)&e Cotoo e(ens!ve fo "ands'on de&!ve# ofta!n!ng Cu( to 40 uses

ses cannot &ean on too& ende!ngt"em !&& eFu!((ed fo go &!ve

S.09 %"ange eFuest (ocess!ng t"oug"%M% !s not a((oved !n a t!memanne fo Im(&ementat!on Sc"edu&e!s+ Assessment Im(act Assessment.

Defea& of go &!ve sc"edu&ed date

S.10 es(ons!)!&!t!es fo De&!vea)&es ae notc&ea undestood.

$"eat to Fua&!t# of de&!ve# osc"edu&ed go &!ve

S.11 Im(&ementat!on Sc"edu&e needs to )ef!na&!Ged asa(.

Incoect assum(t!ons )e!ng madea)out de&!vea)&es and sc"edu&egeneat!on *!t" &!tt&e t!me mag!nsfo eo / e*o+.

Table ProAect (isks

233120621.doc



15/26


9 Delierables

902 Delierables 8 cceptance %riteria

$"e ,%om(an# -!e&d De&!vea)&es fo t"!s Statement of @o+ and t"e! assoc!atedAcce(tance %!te!a ae deta!&ed !n t"e ta)&e )e&o*.

Del $o0 Delierable cceptance %riteria cceptancePeriod

DL1.1.1.2

I$- n!t $est ecut!onesu&ts

S!gn off )# ,%&!ent -!e&d = ,%om(an# -!e&dof a&& e&ated documents as desc!)ed !n t"eDe&!vea)&e

; us!nessda#s

DL

1.1.2.1

SLM Management(dated %onf!guat!on

u!de andIm(&ementat!on (&an

S!gn off )# ,%&!ent -!e&d = ,%om(an# -!e&dof a&& e&ated documents as desc!)ed !n t"e

De&!vea)&e

; us!ness

da#s

DL 2.1.2n!t $est ecut!onesu&ts

S!gn off )# ,%&!ent -!e&d,%&!ent -!e&d =,%om(an# -!e&d of a&& e&ated documentsas desc!)ed !n t"e De&!vea)&e

; us!nessda#s

DL4.1.1.2

%#sta& e(ots I$- n!t$est ecut!on esu&ts

S!gn off )# ,%&!ent -!e&d = ,%om(an# -!e&dof a&& e&ated documents as desc!)ed !n t"eDe&!vea)&e

; us!nessda#s

Table 6 ProAect Delierables and cceptance %riteria

-oma& ac+no*&edgement of t"e successfu& com(&et!on of eac" De&!vea)&e *!&& )edocumented !n a KDe&!ve# Acce(tance -om of *"!c" *!&& )e Eo!nt s!gned )# ,%&!ent

-!e&d and ,%om(an# -!e&d.

(on ece!(t of t"e document De&!vea)&es ,%&!ent -!e&d *!&& "ave ; us!ness Da#sto ev!e* and (ov!de *!tten acce(tance t"e De&!vea)&es. @!t"!n t"ose ; us!nessDa#s ,%&!ent -!e&d ma# e!t"e s!gn t"e KDe&!ve# Acce(tance -om o suggestc"anges to t"e De&!vea)&es.

,%om(an# -!e&d *!&& ma+e t"e necessa# c"anges suggested )# ,%&!ent -!e&d andageed to )# ,%om(an# -!e&d !n one ev!s!on and de&!ve t"e ev!sed De&!vea)&es to,%&!ent -!e&d. $"ese ev!sed De&!vea)&es *!&& )e deemed acce(ted.

De&!vea)&es *!&& automat!ca& )e deemed as acce(ted *"ee ,%&!ent -!e&d does not(ov!de a *!tten es(onse of acce(tance o eFuest fo c"ange *!t"!n t"e ageed

Acce(tance (e!od.

233120621.doc

Last Saved: 24/03/2009 11:19 AM Page 1; of 26


16/26


Further )nformation

02 Definition of Terms and cronyms

Term Definition

%A %"ange Management ev!e* %omm!ttee and t"e %"ange Adv!so# oad

%I %onf!guat!on Item

%MD %onf!guat!on Management Data)ase

%S5 %ustome Sev!ce 5ff!ce

D!st!cts 7on'ID ,%&!ent -!e&d D!st!cts

SM nte(!se Sev!ce Management

-$ -u&& $!me m(&o#ee

I%$ Infomat!on = %ommun!cat!ons $ec"no&og#

ID Infomat!on D!v!s!on

InfoSo&ut!ons %onta!ns ,%&!ent -!e&d (oEect de&!ve# off!ce

Infa D InfaAct!ve Data)ase H t"e cuent sev!ce des+ too&

!P I$SM Patnes"!( Pt# Ltd

I$ Infomat!on $ec"no&og#

I$- Integated $est -ac!&!t#

I$IL I$ Infastuctue L!)a#

I$SM I$ Sev!ce Management

5,%&!ent -!e&d ,%&!ent -!e&d

-% eFuest -o %"ange

-I eFuest -o Infomat!on

-P eFuest -o Po(osa&

SIM Sev!ce Integat!on Mange

SLM Sev!ce Leve& Management

SMIP Sev!ce Management Im(&ementat!on PoEect

$A ,%&!ent -!e&d $ec"n!ca& Assuance

$5M $ec"n!ca& 5(eat!ons Manage

$P $ansfomat!on Pogam

A$ se Acce(tance $est!ng

233120621.doc



17/26


3 Pricin,

302 Price for Tool %onfi,uration

30202 Payment &erie

,%om(an# -!e&d (o(oses t"at t"e Sev!ce Leve& Management Im(&ementat!on $oo&conf!guat!on *!&& )e (efomed ove an e&a(sed (e!od of a((o!mate 3 mont"s ata f!ed (!ce cost to ,%&!ent -!e&d of8;62.;ec&ud!ng S$. $"e (!ce fo t"e!m(&ement!ng 3 !n!t!a& NSev!cesO Csco(e def!ned !n sect!on 3.1.2 !s cons!deed ase(aate t!me = mate!a&s (!c!ng and !s deta!&ed !n sect!on 8.2.$"e (!ce fosu((ot!ng t"e !m(&ementat!on of t"e !n!t!a& 3 NSev!cesO Csco(e def!ned !n sect!on3.1.3 !s a&so cons!deed to )e a se(aate t!me = mate!a&s *o+ (ac+age and !sdeta!&ed !n sect!on 8.3.

$"!s (!ce ma# va# de(end!ng on an# c"anges to t"e Statement of @o+ o !f t"e

assum(t!ons de(endenc!es consta!nts ae !naccuate o c"ange.

3020 Payment Schedule

Pa#ments )# ,%&!ent -!e&d to ,%om(an# -!e&d esu&t!ng fom coect endeed!nvo!ces fa&& due as (e t"e fo&&o*!ng sc"edu&e assum!ng acce(tance "as )eenac"!eved:

"il0 $o0 "ilestoneDescription

DueDate

E of TotalPrice

Price G5H

eIcludin,

*STMIL 1.1 !c+off Stage 1 P"ase 1 PSD 30 226?.8;

MIL 1.1.1.1 I$- u!&d %om(&ete PSD Q 20 20 1;12.;0

MIL 1.3.2.1.1 PA$ u!&d %om(&ete PSD Q 40 20 1;12.;0

MIL 1.3.2.3 Pod u!&d %om(&ete PSD Q 60 20 1;12.;0

%#sta& e(ots MIL4.3.1.1.2

Pod u!&d %om(&ete PSD Q ?0 10 8;6.2;

$ota& 100 8;62.;

Table 7 Payment Schedule

30206 %ontin,ent Tasks$"e cont!ngent tas+s ae an eta cost to ,%&!ent -!e&d as fo&&o*s:

1.PA$ and Poduct!on conf!guat!on/)ac+ f!&& Cest!mated 8 da#s. ... e'S$.

2.Post o'L!ve su((ot Cest!mated 20 ut!&!sat!on fo 1 (eson mont" of u)us!ness da#s. $"!s su((ot !s a m!n!mum cost of J da# (e ca&& out. es(onset!me to ca&& out !s 2 )us!ness da#s.' ... e'S$.

30 Price for Serice by Serice consultin,,%om(an# -!e&d (o(oses t"at t"e Sev!ce )# Sev!ce !m(&ementat!on )e a $!me and

Mate!a&s engagement. It !s est!mated to )e ?.; da#s. $"e da! ate !s ... e'S$.

233120621.doc



18/26


306 Price for Serice Support consultin,,%om(an# -!e&d (o(oses t"at t"e Sev!ce Su((ot consu&t!ng )e a $!me andMate!a&s engagement. $"e da! ate !s ... e'S$.

233120621.doc

Last Saved: 24/03/2009 11:19 AM Page 1? of 26


19/26


; (oles 8 (esponsibilities

$ame (ole (esponsibility &r,anisationStee!ng%omm!ttee

5vesee!ng t"e(oEect t"oug"out!ts &!fec#c&e

Pov!d!ng stateg!c d!ect!on and adv!ceto t"e (oEect s(onso and manage andma+!ng +e# dec!s!ons egad!ng t"efutue of t"e (oEect.

,%&!ent -!e&d/,%om(an# -!e&d

@end#a&ac"andan

PoEectS(onso/PocessS(onso

PoEects (!nc!(a& e(esentat!ve and !su&t!mate accounta)&e fo t"e success oft"e (oEect.

,%&!ent -!e&d

o"n %ouc" ,%&!ent -!e&dPoEect Manage

Manage t"e So&ut!on De&!ve# fom,%&!ent -!e&d (es(ect!ve

,%&!ent -!e&d

av!n Mcee ,%om(an# -!e&dPoEect Manage

Manage t"e So&ut!on De&!ve# ,%om(an# -!e&d

Mut"u uma aEu

Ant"on# S#mons

So&ut!on Ac"!tect So&ut!on Des!gn = Im(&ementat!onAut"o!t#

,%om(an# -!e&d

;02 ?%lient Field@ responsibilitiesIn add!t!on to t"e o)&!gat!ons (esc!)ed to ,%&!ent -!e&d !n t"e I$% %ontact undeB',I$% I$%


20/26


!!. De&!ve a&& De&!vea)&es desc!)ed !n t"!s Statement of @o+

;06 "ana,ement of 6rd Parties,%om(an# -!e&d *!&& manage an# 3d (at# contactos and/o (atnes t"at

,%om(an# -!e&d "as !nco(oated as (at of t"e ,%om(an# -!e&d (oEect team.$"e ,%&!ent -!e&d (oEect manage *!&& )e es(ons!)&e fo t"e co'o(eat!on of ,%&!ent-!e&ds o*n 3d (at!es to t"!s contact. Suc" (at!es !nc&ude )ut ae not &!m!ted toot"e I$ sev!ces su((&!es to ,%&!ent -!e&d (efom!ng consu&t!ng s#stem !ntegat!onoutsouced o ma!ntenance t#(e *o+.

-a!&ue )# ,%&!ent -!e&ds 3d (at!es to co'o(eate *!t" ,%om(an# -!e&d !n t"eeecut!on of t"!s Statement of @o+ ma# "ave an !m(act on t"e (oEect (&an andesu&t !n a sco(e c"ange t"at ma# !m(act De&!vea)&es t!me'&!nes and/o (!ce.

233120621.doc



21/26


/ ProAect Processes,%om(an# -!e&d (o(oses t"e fo&&o*!ng (oEect (ocesses fo (oEect managemente(ot!ng de&!vea)&e ev!e*s and c"ange eFuests (ocedues C!f eFu!ed.

/02 Status (eportin,$"e ,%om(an# -!e&d PoEect Manage *!&& (ov!de mont" status e(ots to t"e,%&!ent -!e&d (oEect contact deta!&!ng (oEect status and (ogess. Items usua&!nc&uded ae:

Status and mont" ac"!evements aga!nst *o+ as def!ned !n Statement of @o+

Pogess aga!nst sc"edu&e and (oEected de&!ve# dates

!s+s concens and !ssues

%ustome de(endenc!es

$"e eact fomat of t"ese e(ots can )e ageed du!ng @ee+ 1 of t"e (oEect.

/0 Document (eie ProcessDocument De&!vea)&es *!&& )e su)Eect to ev!e* )# ,%&!ent -!e&d.

,%om(an# -!e&d eFuests ,%&!ent -!e&d (ov!de an# ev!e* comments to ,%om(an#-!e&d *!t"!n f!ve *o+!ng da#s of t"e document de&!ve#.

,%om(an# -!e&d *!&& !nco(oate non contad!cto# ev!e* comments and (ov!deu(dated document de&!vea)&es to t"e c&!ent fo a((ova&. %ontad!cto# ev!e*comments *!&& )e efeed to t"e B&d ea&t" PoEect Manage fo eso&ut!on and t"eesu&t!ng feed)ac+ C!f an# !nco(oated !nto t"e document. 5ne ev!e* c#c&e "as

)een )udgeted.

/06 %han,e (eJuestsAn# eFuested dev!at!ons !n sco(e fom t"e cuent !tems &!sted !n Sect!on 3.1NInsco(e !temsO u(on *"!c" t"!s Statement of @o+ !s )ased can )e coveed v!a a%"ange eFuest. 7ote t"at add!t!ona& c"ages ma# )e !ncued !f add!t!ona& effot !seFu!ed to !m(&ement t"e %"ange eFuest. %"ange eFuests s"ou&d )e su)m!tted)# ema!& to t"e ,%om(an# -!e&d PoEect Manage.

$"e fo&&o*!ng !s a )!ef ovev!e* of t"e (ocess:

%"anges to eFu!ements de&!ve# dates and ava!&a)!&!t# of necessa# custome

esouces !n t"e de&!ve# *!&& )e deemed as va!at!ons and managed t"oug"%"ange eFuests.

$"e c"ange conto& (ocess !s used *"en t"ee ae c"anges to )e made to t"esco(e of t"e (ogam afte t"e Statement of @o+ S#stem eFu!ementsS(ec!f!cat!on o an# of t"e des!gn documents "ave )een acce(ted anda((oved )# t"e custome.

$"e c"ange conto& (ocess eFu!es com(&et!on of a %"ange eFuest -om

t"at !s enteed !nto t"e c"ange eFuest Log. $"e %"ange eFuests ma# eFu!ea e'eva&uat!on of t"e effot and est!mated (!ce to de&!ve affected com(onents.

$"e %"ange eFuest -om !s used to !dent!f# t"e (o(osed c"ange to a (oEect

to def!ne t"e !m(act of t"e c"ange on t"e (oEects cost and sc"edu&e and to

233120621.doc



22/26


foma& agee on !ts !m(&ementat!on. $"e PoEect Manage !s es(ons!)&e fotac+!ng and adm!n!ste!ng t"e %"ange eFuest -om.

$"e ,%om(an# -!e&d PoEect Manage f!&&s !n t"e %"ange eFuest -om *!t"t"e deta!&s of t"e c"ange and est!mates t"e cost and !m(act to sc"edu&e of t"e

c"ange. $"e ,%om(an# -!e&d PoEect Manage su)m!ts t"e %"ange eFuest -om to

t"e custome fo a((ova&.

If t"e %"ange eFuest -om !s not a((oved )# t"e %ustome t"en t"e PoEectManage ecods t"!s !n t"e %"ange eFuest Log and no fut"e act!on !s ta+en.

If t"e custome a((oves t"e %"ange eFuest -om t"en t"e ,%om(an# -!e&dPoEect Manage countes!gns t"e %"ange eFuest -om and (ov!des a co(#to t"e custome.

$"e ,%om(an# -!e&d PoEect Manage *!&& co'od!nate t"e anas!s and !nvest!gat!onof %"ange eFuests to detem!ne t"e !m(act to t"e (oEect sc"edu&e and c"ages.

7ote t"at t!me s(ent )# t"e ,%om(an# -!e&d team to anase and !nvest!gate %"angeeFuests to (oduce t"e !m(act anas!s "as not )een !nc&uded !n t"e sco(e of t"e-!ed P!ce ageement and *ou&d )e c"aged as $=M Sev!ces Cefe to sect!onRAdd!t!ona& $=M Sev!cesR.

233120621.doc



23/26


2. dditional T8" Serices,%om(an# -!e&d can a&so su(( add!t!ona& $=M sev!ces to ,%&!ent -!e&d aseFu!ed. $"!s *ou&d )e )ased on (ev!ous ageed ,%om(an# -!e&d $=M ates.

Suc" sev!ces cou&d !nc&ude: Inceas!ng (oEect sco(e to cove s!gn!f!cant add!t!ona& eFu!ements

%"ange eFuest Im(act Assessments

233120621.doc



24/26


22 ppendiI = %han,e (eJuest Form

%han,e (eJuest Details:

S%&P! %#$*! (!>5!ST F&(" - Title Field -

Su((&!e: ,%om(an# -!e&d

Aut"o: Ant"on# S#mons

%eat!on Date: 9 une 2014

Statement of @o+ )et*een ,%&!ent -!e&d =,%om(an# -!e&d t!t&ed N$!t&e -!e&dO and dated 9une 2014.

%"ange eFuest $!t&e:

%"ange eFuest 7um)e: %01

Affected @o+ Steams:

Statement of @o+ ' $!t&e -!e&d

%"ange Im(act:

Med!um

@o+ Pac+age )e!ng %"anged: Statement of @o+ '$!t&e -!e&d

$!t&e: As a)ove,%om(an# -!e&d PoEect %ode: ,PoEect 7um)e

Date S!gned:

-!na& Dec!s!on:

Pend!ng A((ova&

Deta!&s of eFu!ed %"ange

Desc!(t!on:

eason fo %"ange:

Im(act of t"!s %"ange to t"e ot"e unn!ng (oEects

enef!tCs of %"ange:

De&!vea)&es:

$"e o!g!na& S5@ de&!vea)&es "ave )een u(dated to !nc&ude t"e act!v!t!es &!sted a)ove.

esouces and %ost:

$"ese tas+s *!&& )e (efomed unde t"e cuentageement. 7o add!t!ona& %ost fo t"!s c"ange.

%AP / PoEect 7um)e fo a((oved funds:

7/A

Assum(t!ons:

%han,e (eJuest pproals and cceptance:

7ame o&e Date S!gnatue

,%om(an# -!e&d PoEect Manage

233120621.doc



25/26


233120621.doc

Last Saved: 24/03/2009 11:19 AM Page 2; of 26


26/26


2 cceptance of ProposalS!gnatue of t"!s (age )# a((o(!ate de&egated e(esentat!ves of )ot" ,%&!ent-!e&d and ,%om(an# -!e&d s!gn!f!es mutua& acce(tance of t"!s Statement of @o+.

$*o o!g!na& co(!es *!&& )e s!gned one fo t"e ecods of ,%&!ent -!e&d and one fot"e ecods of ,%om(an# -!e&d.

,%om(an# -!e&d *!&& commence *o+ once ,%om(an# -!e&d ece!ves a s!gnedo!g!na& co(# of t"!s Statement of @o+.

Invo!c!ng fom ,%om(an# -!e&d *!&& efeence t"!s Statement of @o+ and ,%&!ent-!e&d (uc"ase ode to )e (ov!ded.

$ame: $ame:

Title: Title: ,%om(an# -!e&d

Date: Date:

Si,nature: Si,nature:

Documents

01 - IP SOW Template v3.0