Updated April FLASH Whitepaper Service Management Financials for Office 365 Service Management Inclusions

Transcription

1 Updated April 2017 FLASH Whitepaper Service Management Financials for Office 365 Service Management Inclusions

2 Table of Contents Overview... Are there any pre-requisites.... Who s involved.... What s included.. Project Duration. Total Effort Investment.. 1. Project planning 2. Solution Overview Data Migration Solution Workshops User Training. 6. User Acceptance Testing 7. Go-Live. 8. Project Closure

3 Overview This whitepaper describes the setup of the Financials for Office 365 s Service Management package for a single company. Activities and data not explicitly stated in the whitepaper are excluded from this package. It is recommended that this document be read in conjunction with the Flash Setup Methodology document which details the process to be undertaken to ensure the readiness of Financials for Office 365 for your use. Are there any pre-requisites? The Service Management package has a single pre-requisite, the Finance package which is the core for all Financials for Office 365 setups. For each of the activities listed in this document, the effort investment included is specifically for the Service Management package and is in addition to the defined prerequisite(s). Subscription 'Finance' Service Management' Financials for Office 365 Service Management is also compatible with other (non-prerequisite) packages, including Distribution, Manufacturing, and Job Costing. 3

4 To understand how you can implement Service Management in conjunction with other packages, contact Financials for Office 365 or your Implementation Partner. Who s involved The setup of Financials for Office 365 involves 3 participants who have the following responsibilities; Financials for Office 365 Customer Implementation Partner Provide Subscriptions Provide Master Data Facilitiate solution design Provide Access Provide opening balances Conduct User Training Upload Master Data Participate in solution design Upload of opening balances Manage change in the business What s included This section details the specific inclusions of the Service Management package for setup of Financials for Office 365. This is often referred to as the Scope of a setup. The intention is to list these inclusions by activity to ensure that there is a clear understanding of (Customer and Implementation Partner) expectations before the commencement of the setup. 4

5 Each activity will contain the following components; 1. Description This is a description of the activity and its role in the setup of Financials for Office 365. This includes the specific details of that activity. For each activity, the Customer is able to arrange time in addition to the standard inclusions where they believe that there is a need. This could include additional User Training days or greater assistance during User Acceptance Testing for example. Any associated costs would be agreed between the Customer and the Implementation Partner. 2. Effort Investment The time required to complete the activity. This is based on the specific inclusions and is generally measured in (part or full) days. The cost of this activity will be determined by the day rate, specifically for the Implementation Partner. Note that this is not the total span of time to complete the activity. In many cases there is participation by the customer where the ability to commit resources or schedule activities is outside the control of the Implementation Partner. Each activity will include the Effort Investment graphic. This illustrates the effort which expected from Financials for Office 365, the Customer and the Implementation Partner to complete that activity. This should enable the customer to understand the demands on their own resources and assist in their own planning for the setup. These are approximations based on the experiences of previous setups. 5

6 It is reasonable to expect that this will serve as an early indicator as to the need for additional resources, either sourced internally or outsourced to the Implementation Partner. Figure 1: Example of the 'Effort Investment' 10% 60% 30% Financials for Office 365 Customer Implementation Partner The activities included in the setup are; Project Planning Conduct Solution Overview Data Migration Conduct Solution Workshops Conduct User Training Conduct UAT Go-Live Project Closure A Flash setup relies on quick response to client demands, an easy to understand approach and a method of operation that is not constrained by distance. As such, only those components critical to the success of the setup have been included. All activities utilise online meetings to enable face-to-face interaction and are scheduled to make Financials for Office 365 ready for use in the quickest possible timeframe. 6

7 Project Duration With all activities completed back-to-back, the setup of the Service Management can be completed within 21 days. This is with consideration to all activities which occur in parallel and those which must occur in series (one after the other). Note that this is not a simple addition of the Effort Investment for each of the participants. This duration also includes the effort required to complete the associated pre-requisites for the Service Management package. Project Planning Solution Overview Data Migration Solution Workshops User Training User Acceptance Testing Go-Live Project Closure Project Timeline in Days 7

8 Total Effort Investment This is the effort required from the Customer, Financials for Office 365 and the Implementation Partner to complete all activities in the Service Management package. In addition, the effort to complete the Service Management plus the associated prerequisite(s) has been included in this section only to provide an understanding of the endto-end effort required for the complete setup. Service Finance + Management Service Management Financials for Office 365: 1/2 day 1 day Customer: 8 and 3/4 days 23 and 1/4 days Implementation Partner: 3 and 1/2 days 11 and 1/2 days 3% 32% 65% Financials for Office 365 Customer Implementation Partner 8

9 1. Project Planning Description Project planning represents the first interaction between the operational team members of the Implementation Partner and the Customer. The activities are intended to confirm the scope of the setup and agree to the required commitments and timelines. A Project Plan will be created for the internal use of the Implementation Partner to manage and schedule the resources required to satisfy all activities within the scope of the setup. Project Planning will cross all phases of the setup, where direct communication with the client on the progress of project deliverables is required to maintain the defined go-live date for the setup. Effort Investment Financials for Office 365: Customer: Implementation Partner: 0 days 1 days 1/2 day 33% 0% 67% Financials for Office 365 Customer Implementation Partner 9

10 2. Solution Overview Description Provide the customer with an understanding of the out-of-the-box functionality prior to the Solution Workshops. This will also provide the customer with additional context for completing the Master Data Templates (provided by Financials for Office 365). The Solution Overview will include demos and discussions of the product, specific to the Service Management package. The demonstration will be detailed enough to educate the customer about the capabilities of the solution. The Solution Overview differs from the User Training because it broadly covers all areas without the understanding of the unique business processes of the customer. Effort Investment Financials for Office 365: Customer: Implementation Partner: 0 days 1/4 days 1/4 day 0% 50% Financials for Office 365 Customer Implementation Partner 50% 10

11 3. Data Migration Description This work is completed by Financials for Office 365, where master data is migrated from the legacy application into Financials for Office 365. The migration of master data will be limited to a single upload using a set of data packages provided to the customer for population. These will be delivered via Microsoft Excel and will contain; Only those master data tables specifically listed as applicable for the modules included in the scope of the setup For those tables, only fields where it is reasonably expected that the data will exist in the legacy application The intention is to enable immediate transfer of all applicable, known and valid master data from the legacy application to Financials for Office 365. The customer is responsible for transferring the data from their legacy application into the Excel workbook(s) provided. Any supplementary data (unknown to the legacy application) will be added post import and generally after the provision of Training. If during the Solution Workshops it is determined that there are addition master data tables that could be migrated as they are applicable to the setup, they will be managed on a time and materials basis. 11

12 The master data being migrated Includes; Fault Area Codes Resources Service Items Fault Codes Resource Groups Service Item Groups Symptom Codes Effort Investment Financials for Office 365: Customer: Implementation Partner: 1/2 day 2 days 0 days 0% 20% Financials for Office 365 Customer 80% Implementation Partner 12

13 4. Solution Workshops Description The Solution Workshop(s) are intended to be interactive sessions where the Implementing Partner will use a combination of questioning and demonstration to determine the appropriate configuration of the Service Management package. The configuration (setup data) compliments the master data. The key to the success of these workshops is the participation of the associated Subject Matter Experts (SME s). It is their valuable input which assists the setup Partner to determine the most suitable configuration for the business. It is essential that the participants attend with a full understanding of that specific area of the business and can contribute effectively to the interactive session. The Solution Overview will be presented in an online forum, where the onsite delivery (customer or implementation partner site) may be agreed, with additional cost(s) to be agreed. 13

14 The configuration being completed includes; Default Service Hours Fault Reason Codes Loaners Repair Status Setup Resolution Codes Resource Setup Service Order Status Setup Service Order Type Service Setup Skill Codes Troubleshooting Work Types Work-Hour Templates Effort Investment Financials for Office 365: Customer: Implementation Partner: 0 days 1 day 1 day 0% 50% Financials for Office 365 Customer Implementation Partner 50% 14

15 5. User Training Description A successful setup of Financials for Office 365 is underpinned by the strong product knowledge of the users. Participation in User Training is essential for building a strong base of product knowledge. The session(s) will provide an overview of the Service Management package and then a detailed explanation of the individual tasks which collectively form the activities of that package. All attendees should prepare for the session(s) by compiling a list of all activities/functions that form a part of their current role. This enables the attendees to confirm they understand how to perform the key functions of their role. The training will typically be presented in an online forum, where onsite delivery (customer or implementation partner site) may be agreed, with additional cost(s) to be agreed. 15

16 User Training sessions will cover the following topics; Resources and Planning Service Contracts Service Costs & Prices Service Items Service Order Processing Service Zones Symptoms & Faults Troubleshooting Effort Investment Financials for Office 365: Customer: Implementation Partner: 0 days 1 day 1 day 0% 50% Financials for Office 365 Customer 50% Implementation Partner 16

17 6. User Acceptance Testing Description The Customer confirms that the application meets their business needs (fit for purpose). This is to be achieved by running specific tests through Financials for Office 365 and confirming that they are able to successfully complete all key business functions. These tests are often conducted using transactions from the legacy application, replayed to confirm the success and accuracy of the outcomes. These tests of the customer s business processes are typically executed by Subject Matter Experts (SME) who have the experience and knowledge to do so effectively. The Implementation Partner provides guidance and assistance to testers throughout the duration of UAT. Effort Investment Financials for Office 365: 0 days Customer: 3 days Implementation Partner: 1/2 days 86% 14% 0% Financials for Office 365 Customer Implementation Partner 17

18 7. Go-Live Description Go-Live activities are the remaining steps before Financials for Office 365 is commissioned and made available for all users. Go-Live includes the following activities; 1. System Health Check Completed by the Implementation Partner, this confirms that all application configurations are complete and correct before the opening balances are uploaded and posted. 2. Opening Balances Opening Balance Templates will be provided to the Customer by the Implementation Partner. These Templates enable the import of all open transactions from the legacy application into Financials for Office 365. The posting of the opening balances is critical, as all subsequent General Ledger and Sub-Ledger balances will be influenced by these. In the case of the sub-ledger opening balances (such as Accounts Payable and Accounts Receivable) the opening balances also enable business as usual processing of payments and cash receipts to occur. This includes the production of balance reports after posting to confirm that these balances match the closing balances in the legacy application. 18

19 There are no Opening Balances specific to the Service Management package. Any Service Orders or Contracts are to be entered as new documents only. The Effort Investment in this case applies only to the System Health Check which is of particular importance given the large volume of configuration often required around the management of capacities. Effort Investment Financials for Office 365: Customer: Implementation Partner: 0 days 1/2 day 1/4 day 0% 33% Financials for Office 365 Customer 67% Implementation Partner 19

20 8. Project Closure Description Once the Go-Live activities have been completed, the Implementation Partner will confirm that all objectives have been met and that the Customer is satisfied that Financials for Office 365 has been successfully implemented. Project Closure will ensure that there are no outstanding issues to be resolved or tasks to be completed. Confirmation of the Support Process will be provided to the Customer, where they will have access to the applicable support assistance provided by Financials for Office 365 and/or the Implementation Partner. There is no investment additional to the Finance package, which represents the total effort required for the Project Closure regardless of the package(s) being implemented. Effort Investment Financials for Office 365: 0 days Customer: 0 days Implementation Partner: 0 days 20

21 FLASH Whitepaper Service Management Financials for Office 365 Service Management Inclusions Updated April Financials for Office 365