Service Definition: MooD Cloud Application Configuration & Evolution

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1 Service Definition: MooD Cloud Application Configuration & Evolution MooD SaaS applications are highly configurable to enable close support for the specific needs of customer organisations and user communities. Consequently, strong associated Specialist Cloud Services are a key aspect of the MooD International offering. At the heart of any MooD application is the concept of an enterprise business model that gathers and reflects the essential parts, dependencies and causal connections that drive business performance. This model has the power to generate new and meaningful business insights beyond the mass of data that exists in and around a business, to enable shared understanding of the key drivers of business performance and hence support trading and balancing decisions that deliver business objectives A key aspect of MooD application configuration is the creation and population of this model, and its synchronisation with data from across the organisation. Refllecting the pace of change across modern organisations, MooD applications inevitably evolve with the needs of decision processes across the organisation. This service supports both initial application configuration and also continuing evolution of functionality to reflect changing requirements and priorites. October 2015 Prepared for the Digital Marketplace MooD International Software limited, 2015, All Rights Reserved Commercial in Confidence

2 INTRODUCTION MooD International has developed a systematic approach to configuration and evolution of MooD SaaS offerings. We employ a team of professional, experienced and trained staff who execute our defined processes to ensure that sustainable benefits are achieved as rapidly and efficiently as possible, such that customer organisations are supported in aligning change initiatives directly with business objectives. Our methodology has been developed over ten years of supporting business transformation across many public and private sector bodies. It respects the fact that organisations have their own specific service priorities, and that the alignment of these with performance objectives and business outcomes can be complex. In order for the client to achieve maximum targeted business benefit from a MooD application, a degree of configuration is thus required from domain experts, and so our methodology includes this as a standard part of the process. The configuration methodology includes relevant activity to configure the service to meet the customer s specific requirements in respect of decision processes, visualizations, and synchronisation with relevant sources of data (e.g. see summary of a phased approach in the figure). The service is charged according to a rate card of skill levels required. The cost of an initial configuration or future evolution activity can be costed at a fixed price or purchased at a time & materials basis. MooD International Limited October 2015 Page 2

3 Customer Requirements Addressed This service can be applied to meet any of the following requirements: Application Configuration: using MooD s deep configuration capabilities, the service configures an application specific to the needs of a particular customer organisation and user base Service Evolution: using MooD s configuration capabilities to modify any aspect of an existing MooD application, so as to reflect change in priority, functionality or data Data Extraction: Using MooD s reporting capabilities to extract data from a MooD SaaS into standard data formats. Each aspect of the service can be applied to any of MooD International s cloud offerings. Application Configuration Applying its standard configuration methodology, MooD International plans and executes the key activities required to provide a production-ready MooD application to fit customer specific requirements. The customer is expected to support MooD personnel during the On-Boarding Project and will be responsible for certain specific activities, including User Acceptance Testing (UAT) and go-live activities. UAT is required to be completed within an agreed timescales (normally2 weeks). It is the responsibility of the customer to ensure adequate end user resource is made available for effective testing to take place. Extensions to UAT as a result of uncompleted testing will be charged on a T&M basis. Extensions to UAT to resolve software faults are at MooD International s risk. Clear roles and responsibilities will be established for the project during requirement workshops. MooD International would expect to see a nominated Project Sponsor from the customer team and a nominated person to sign off each functional area. There will also be a single point of contact within the customer to cover change control and UAT sign off. The customer team is expected to provide all required information and resources in a timely manner. Any delays incurred as a result of non-delivery of information or unavailability of resource by the customer may also be subject to change control. A Configuration Project is typically delivered through 1 major (Phase 1) and 1 minor (Phase 2) release of functionality. The Minor drop must be delivered within 12 months of Project commencement. The detailed requirements for the minor (Phase 2) release are prioritized and agreed through a joint governance board involving both customer and MooD International. This is normally concluded following a period of live operation of the major (Phase 1) release. MooD International Limited October 2015 Page 3

4 All changes to functional scope beyond the provisions of the Configuration Project will be handled through a change control process and, in the event of issues, the escalation route will be to a Program Board (comprising senior customer & MooD International personnel participants to be confirmed). An application configuration project typically covers the following areas of activity: Management Processes MooD applications support management workflows and user roles. These are configured in terms of events, role behaviour, privileges, navigation and visualisation of reports and decision spaces. Business Performance Framework At the centre of a MooD application is a configurable Business Model that drives the logic of the application. The Model includes the business objectives and target outcomes, the service catalogue, the measurement framework, the supplier landscape, the change portfolio, and all necessary connections between these elements to enable end-to-end service management and integration. Populating the model is performed by MooD International delivery consultants, working closely with domain experts within the customer organisation. Visualisation MooD offers a rich set of visualisation options for users perspectives onto their business. Configuration involves storyboarding and prototyping management processes for key users, to ensure that reporting and decision support activities deliver maximum customer benefit. Data Integration MooD International s methodology includes a synchronisation framework by which relevant external data sources are imported and sustained within the MooD application. As shown in the figure opposite, the method applies a collection of packaged MooD Connectors to access existing data sources and align these with relevant elements within the Business Model. Where necessary, data elements can be modified during this process, and triggers can be established to ensure that data updates to MooD are scheduled according to required levels of timeliness. MooD International Limited October 2015 Page 4

5 In physical terms, the approach applies a staging server, to which customer data is replicated in negotiated standard formats, ahead of synchronisation. This avoids the need for specific integration activity with customer IT assets. Initially data is normally uploaded through standard Excel / CSV Templates and web forms. As the application functionality stabilizes (i.e. especially in respect of Management Processes), the MooD International Team will establish live data linkages, including upload frequency and volumes. MooD International and the customer will agree a heartbeat for data updates and will agree a submission window, process and deadline dates for the agreed update timeline for each reporting cycle. Service Definition: MooD Application Configuration & Evolution The following software adapters are included in the pricing: Excel, SQL, Oracle and other ODBC compliant data sources. It is assumed that all the data sources or systems will be provided consistently, with a common date and a single language format. The timely availability of data will be the responsibility of the customer, in a format to be agreed by MooD. MooD International are not responsible for the accuracy of data, nor for the currency of data, where this has not been provided in the required timescales or required format. Service Evolution Managing Application Change Following changes in business priority, functional requirement or data architecture, any aspect of a MooD application may need to be re-configured to meet the revised need. As with Application Configuration, a project will be established with the customer to manage and deliver any such change, and acceptance of revised application functionality will be subject to User Acceptance Testing and sign-off. The concepts of Major and Minor Drop applied to Application Configuration may again be applied in the case of significant change. MooD International Limited October 2015 Page 5

6 Data Extraction On service termination, or at any other stage when data within a MooD application is required to be accessed using industry standard formats including xls, xml, and flat files, a project will be established to deliver the customer requirement. MooD s data extraction services are provided subject to an agreed statement of work. The cost will depend on the volume and complexity of data to be extracted. PRICING Project costs are calculated on a case by case basis based to the published SFIA rate card. ORDERING AND INVOICING PROCESS Orders are taken online, via the self provisioning page, which triggers a conversation between MooD International and the customer to define and scope the detailed requirements of the required service. Upon MooD receiving the contract, the turnover for provisioning a service will be subject to project planning. The first invoice will normally be issued at project initiation; thereafter, invoices will be issued monthly, or according to an agreed payment plan. DATA RESTORATION / SERVICE MIGRATION When approaching the close of the service agreement without intent to renew, the customer and MooD International will agree a statement of work for export of data per customer requirements. The data will be exported in industry standard formats. CONSUMER RESPONSIBILITIES Customer responsibilities for any services will be agreed and defined within the scope of work for the project. MooD International Limited October 2015 Page 6

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