per concurrent user - OnDemand per managed server per named user - OnDemand

Transcription

1 ATTACHMENT A Units of Measurement and Definitions - Remedy OnDemand UNITS OF MEASUREMENT. The following Units of Measurement apply to certain BMC Subscription Services. UNIT OF MEASUREMENT per concurrent user - OnDemand per managed server per named user - OnDemand UNIT OF MEASUREMENT DEFINITION A subscription is required for the maximum number of individual employees or contractors of Customer to whom simultaneous access has been granted to the Service on a computer or multiple computers. A license is required for each Server managed by the Product or one of its components whether locally or remotely. When applicable, this license must be computed at the appropriate tier level based on the cumulative count of managed servers. Network Devices are not counted as Servers. This license does not include the Product s installation on or management of Integrated Facility for Linux (IFL) engines. Network Device means a standalone or chassis-based network device/card/processor. A subscription is required for all individual employees or contractors or clients of Customer to whom access has been granted to the Service on a computer or multiple computers typically via the issuance of a unique ID regardless of whether the individual is actively using the Service at any given time.

2 ATTACHMENT B Description of BMC Additional Services Remedy OnDemand Anything not included in the Scope of Services below is not included in the BMC Additional Services and will require a separate Statement of Work for custom services. The Customer will use best efforts to support BMC as needed through the Activation and On-Boarding process which includes but is not limited to providing the following: Single point of contact that BMC can work with thru the completion of the On-Boarding process Documentation on systems that integrate with the BMC Subscription Service Access to Customer Data that is utilized by the BMC Subscription Service Written confirmation at end of On- Boarding process that the BMC Subscription Service is performing in accordance with the Agreement or specific written objections that need to be addressed by BMC if not performing BMC Remedy OnDemand - Activation: This service will provide activation activities and transitions the BMC Subscription Service environment to the Customer. The process includes a series of steps that provide system access for the Customer and provides basic configurations to the service for usage. The activities will focus on configuring Customer-specific environmental elements of the service including establishing specific integrations to the solution if applicable at the time of on boarding. Customers typically start specific on-boarding services in parallel with the activation activities. The process will be administered remotely and duration is estimated to be between 15 to 25 business days to compete. Scope of Services Included: Content Loading 1. Standard Configuration (out-of-the-box) Content Operational and Product Categorizations Incident and Change Templates Service Request Definitions Service Targets Business Services 2. Basic Customer-specific Content (used for basic login for up to 2 people) Setup of 1 company Up to 2 Person Records added manually to facilitate access to the system Customer Branding 1. Basic branding activities for Customer logos across solution Environment Provisioning 1. Development Provides Customers with an environment to implement and test system changes as well as provides visibility to new releases. 2. Quality Assurance Provides Customer a staging environment to implement and test system changes (e.g. new service catalog or form changes) as a part of the change promotion process. 3. Production Provides environment for Customer end users to access the system on regular operational basis Outbound Mailbox Setup 1. Creation of mailbox in OnDemand service Integration Configuration 1. Configuration of the following integrations if the on premise solution is in place and Customer provides subject matter expert on the technology. Work must be performed at the time of the on-boarding (i.e. can not be completed at a later point in time)

3 2. VPN setup and configuration (if required) 3. People Data Population - integration with one LDAP (Lightweight Directory Access Protocol) source for populating People data into Remedy OnDemand (if required). This is a one way integration. An alternative approach is to do a one-time load of people data and manually manage this. 4. User Authentication - integration with integration with LDAP source for the purposes of identifying and authenticating users of the system (if required). Supported Single Sign-On (SSO) methods are also provided. 5. Reach-ability to integration sources Ensure system can see other required Customer integration sources so integrations can be created to the service. Typically, other integrations are created and tested as a part of the on-boarding services. This exclude any activity to set up a integration 6. Auto Ticket Creation - integration with supported on-premise event management system to auto-create incidents through supported web services mechanism (if required). Other mechanisms to integrate with Event Sources will require additional services. 7. Integration with Customer System based on a supported approach. BMC Remedy OnDemand Service Desk On Boarding Service: This service will introduce the Customer to BMC Service Desk (SD) included in the BMC Remedy OnDemand Subscription Service, and enable the Customer to make environment changes going forward. It will leverage best practice data and walk the Customer through a series of activities to assist with additional configuration of the application. This service is an add-on to the BMC Remedy OnDemand Activation activity. This offering includes up to 15 person days to complete the services outlined below. Scope of Services Included: s 1. Process and Feature/Functionality walk thru with a focus on Service Desk process and application including a review of: Incident categorization Incident templates Incident assignments Incident reporting 2. Standard Content and Configuration Review Documentation of requested changes OnDemand Environment Change implementation planning Support and enablement for environment configuration changes (per developed plan and using time available) BMC Remedy OnDemand Change and Release Management On Boarding Service: This process will introduce the Customer to BMC Change and Release Management included in the BMC Remedy OnDemand Subscription Service, and enable the Customer to make environment changes going forward. It will leverage best practice data and walk the Customer through a series of activities to assist with additional configuration of the application. This service is an add-on to the BMC Remedy OnDemand - Activation service. This offering includes up to 15 person days to complete the services outlined below. 1. Process and Feature/Functionality walk thru with a focus on Change Management process and application to include: Change categorization Change Templates Change Approvers Release Templates Task Groups and Templates Questions to determine Risk

4 Change reporting 2. Standard Content and Configuration Review Documentation of requested changes Environment Change implementation planning Support and enablement for environment configuration changes (per developed plan and using time available) BMC Remedy OnDemand Asset and Configuration Management On Boarding Service: This process will introduce the Customer to BMC Asset and Configuration Management (AM) included in the BMC Remedy OnDemand Subscription Service, and enable the Customer to make environment changes going forward. It will leverage best practice data and walk the Customer through a series of activities to assist with additional configuration of the application. This service is an add-on to the BMC Remedy OnDemand - Activation service. This offering includes up to 10 person days to complete the services outlined below. 1. Process and Feature/Functionality walk thru with a focus on Asset Management process and application to include a review of: CI Requisition Approval Process Standard CI Configurations Supplier Information Contract Management Financial Information Asset reporting 2. Standard Content and Configuration Review Documentation of requested changes Environment Change implementation planning Support and enablement for environment configuration changes (per developed plan and using time available) Integration Configuration - configuration of the following integrations if the on premise solution is in place and Customer provides subject matter expert on the technology. Work must be performed at the time of the onboarding (i.e. can not be completed at a later point in time). 1. CMDB Population- load CMDB with basic discovery data (computers only) either through a one time data import, or a direct connection to a supported discovery source. BMC Remedy OnDemand Service Level Management On Boarding Service: This process will introduce the Customer to BMC Service Level Management (SLM) included in the BMC Remedy OnDemand Subscription Service, and enable the Customer to make environment changes going forward. It will leverage best practice data and walk the Customer through a series of activities to assist with additional configuration of the application. This service is an add-on to the BMC Remedy OnDemand - Activation service. This offering includes up to 10 person days to complete the services outlined below. 1. Process and Feature/Functionality walk thru (focus on Service Level Agreements (SLAs)) 2. Standard Content and Configuration Review 3. Definition of required SLAs and Service Targets 4. Prioritization and classification of SLAs

5 5. Documentation of a Build and Activation Plan for SLAs Documentation of requested environment changes in Environment Change Log Support and enablement for SLA configuration (per developed plan and using time available) BMC Remedy OnDemand Service Request Management On Boarding Service: This process will introduce the Customer to BMC Service Request Management (SRM) included in the BMC Remedy OnDemand Subscription Service, and enable the Customer to make environment changes going forward. It will leverage best practice data and walk the Customer through a series of activities to assist with additional configuration of the application. This service is an add-on to the BMC Remedy OnDemand - Activation service. This offering includes up to 10 person days to complete the services outlined below. 1. Process and Feature/Functionality walk thru (focus on Service Request Management process and application) 2. Standard Content and Configuration Review 3. Definition of required Service Request Definitions 4. Prioritization and classification of SRDs 5. Documentation of a Build and Activation Plan for SRDs Documentation of requested environment changes in Environment Change Log Support and enablement for SRD configuration (per developed plan and using time available) BMC Remedy OnDemand Knowledge Management On Boarding Service: This process will introduce the Customer to BMC Remedy Knowledge Management (RKM) included in the BMC Remedy OnDemand Subscription Service, and enable the Customer to make environment changes going forward. It will leverage best practice data and walk the Customer through a series of activities to assist with additional configuration of the application. This service is an add-on to the BMC Remedy OnDemand - Activation service. This offering includes up to 10 person days to complete the services outlined below. 1. Process and Feature/Functionality walk thru with a focus on RKM to include: Usage of RKM Configuration of authoring/approval/publish process Initial population of knowledge articles Documentation of a Build and Activation Plan for OnDemand environment changes based on the Adoption Workshop Documentation of requested environment changes in Environment Change Log Support and enablement for RKM configuration (per developed plan and using time available) BMC Analytics OnDemand On Boarding Service: This process will introduce the Customer to BMC Remedy Dashboards and Analytics (DB&A) included in the BMC Remedy OnDemand Subscription Service, and enable the Customer to make environment changes going forward. It will walk the Customer through a series of activities to assist with additional configuration of the application. This service is a mandatory On Boarding when procuring the BMC Analytics OnDemand service. This offering includes up to 5 person days to complete the services outlined below.

6 1. Review of OOTB dashboards and reports 2. Review of required reports Documentation of a Build and Activation Plan for OnDemand environment changes based on the Adoption Workshop Documentation of requested environment changes in Environment Change Log Support and enablement for DB&A configuration (per developed plan and using time available) Remote or On Premise Enhancement Hours (or a separate statement of work) can be used to augment the scope of services if additional reports or pods are required above the time allocated to the on boarding service scope. BMC IT Business Management OnDemand Activation: This service will provide activation activities and transitions the environment to the Customer. The process includes a series of steps that provide system access for the Customer and provides basic configurations to the service for usage. The activities will focus on configuring Customer-specific environmental elements of the service including establishing specific integrations to the solution if applicable at the time of on boarding. Customers typically start specific on-boarding services in parallel with the activation activities. The process will be administered remotely and duration is estimated to be 12 business days to compete. Orientation and Planning 1. Planning and activity coordination Environment Provisioning 1. VPN setup and basic system configuration 2. People Data Population - integration with one LDAP (Lightweight Directory Access Protocol) source for populating People data into Remedy OnDemand. This is a one way integration. 3. Production Provides environment for Customer end users to access the system on regular operational basis 4. Quality Assurance Provides Customer environment to implement and test system changes (e.g. new service catalogue or form changes) outside of production. Integration Configuration- configuration of the following integrations if the on premise solution is in place and Customer provides subject matter expert on the technology. Work must be performed at the time of the on boarding (i.e. cannot be completed at a later point in time) 1. User Authentication - integration with integration with LDAP(Lightweight Directory Access Protocol) source for the purposes of identifying and authenticating users of the system Basic technical training BMC Discovery OnDemand On Boarding Service: Please note that implementing the BMC Discovery OnDemand solution requires a Statement of Work. This implementation occurs on the Customer s premise. BMC Remedy OnDemand Mobility Activation: This service will introduce the customer to the Mobility solution as part of the BMC Remedy OnDemand Subscription Service, and enable the customer to make environment changes going forward. It will walk the customer through a series of activities to assist with additional configuration of the application. This is required when a Customer purchases the BMC Remedy OnDemand Mobility service. This offering is delivered remotely and duration is estimated to take approximately 10 business days to complete. Mobile applications that will be activated are:

7 1. Service Desk 2. Asset Management 3. Approvals Full mobility functionality including: 1. Search, create and modify an Incident record 2. Search, modify and approve a Change Approval 3. Search, create and modify an Asset record Can be configured for all products activated or mixed and matched as necessary. Configuration includes: 1. Providing multiple mobile views for distributed groups of mobile users 2. Providing access to mobile results lists filtered by group queues, individual queues or other necessary criteria Activation to Blackberry Enterprise Server if required 1. Requires MDS to be running and accessible for mobile users Mobile Configuration for Blackberry s in use without a BES, connection to a remote BES can be provided for an additional cost Customer (end user) Enablement Train the trainer approach 1. Handheld usage specific to the application 2. How to manage record lists 3. How to update, search and create records from the handheld 4. How to manage alert filtering (if applicable) 5. How to manage alert queue 6. How to manage errors/conflicts 7. Basic login/logout and data clearing functionality BMC Remedy OnDemand - Application Management Service: BMC will provide Application Management Services which involve adding, deleting, updating and modifying pre-configured out-of-the-box (OOTB) administration and configuration data, settings and processes. BMC will also support other pre-configured Remedy application OOTB administration and configuration data, settings and processes, mutually agreed upon and documented during the Service Activation phase. Remedy data administration work is initiated by a Service Request submitted through the BMC Remedy OnDemand Portal by a [Customer] Designated Representative. Service Requests are processed based on the established best practices defined in the Service Request Process document. Execution of a primary data administration task may involve multiple steps and modifications to multiple related or sub- data elements as agreed upon and documented beforehand. The Customer will be responsible to provide all requirements as a part of the service request. The response time for the requests will be 1 business day. Implementation times will vary based on size and complexity of the request. BMC will create and maintain a Data Admin Guide Reference document - a working document representing each mutually agreed upon data administration type that BMC will support as part of the Application Management Service. This document defines step-by-step tasks and processes and data element dependencies to complete each primary data administration type. Some activities like create new complex service request definitions are not included in this service and require remote enhancement hours for BMC to implement. The shift hours for this service will be Monday to Friday for 8 hours a day in the Customer time zone. The below list describes the application administration activities that are included in this service.

8 Operational Data Admin Activities Operational - User Administration Activities (Can be performed directly on production) Create a New User Modify a User Profile Assign licenses Remove licenses Set functional role Change functional role Add user to a group Remove user from a group Change user ID Manage Notifications Reset Password Set up an alternate approver Change organizational information Change other attributes of a user Delete a User Account Add/Remove permissions Add/Remove Access Restrictions Operational - Organization and Location Administration Activities (Some performed directly on production but complex items should go through promotion process) Create a Company, Organization or Department Creating a site Modify a Company, Organization or Department Modifying a site Delete a Company, Organization or Department Deleting a site Create a support group Creating a region or site group Modify a support group Modifying a region or site group Delete a support group Deleting a region or site group License Key Management Create a Product Catalog (tiers, model/version) item Modify a Product Catalog (tiers, model/version) item Delete a Product Catalog (tiers, model/version) item Manage Product Catalog Alias Create a Operation Catalog item Operational - Categorization and Catalog Administration Activities (Some performed directly on production but complex items should go through promotion process) Estimated Effort is minutes per request Modify a Operation Catalog item Delete a Operation Catalog item Create a Generic Catalog Modify a Generic Catalog Delete a Generic Catalog

9 Modify the Incident Priority Matrix (Impact * Urgency) Modify the Problem Priority Matrix (Impact * Urgency) Modify the Change Priority Matrix (Impact * Urgency) Modify the Release Priority Matrix (Impact * Urgency) Create/Modify Survey Questions Create/Modify Business Segments Create an incident template Modify an incident template Delete an incident template Create an incident decision tree Modify an incident decision tree Delete an incident decision tree Create an incident script Modify an incident script Delete an incident script Create a change template Modify a change template Delete a change template Configure change approval process configuration lookup Configure Change Approval Mappings Configure change risk questions Create a Service Level Target Modify a Service Level Target Delete a Service Level Target Create a Milestone for Service Level Target Modify a Milestone for Service Level Target Delete a Milestone for Service Level Target Project-based activities Project - Process Data Administration Activities (Some performed directly on production but complex items should go through promotion process) Create a Action for Service Level Target Modify a Milestone for Service Level Target Delete a Milestone for Service Level Target Configure assignment Create a release template Modify a release template Delete a release template Configure release approval process configuration Configure release Approval Mappings Create a task template, template group Modify a task template, template group Delete a task template, template group Manage Change Approval Mapping Lookups Manage SRM entitlement Manage SRM work orders Manage SRM request definitions Manage SRM Navigational categories Manage SRM Approval Chains Manage SRM Approval Mappings Create a work order template Modify a work order template Delete a work order template Create software license Modify software license Delete software license Create a basic report Modify a basic report

10 Manage Financials including cost center, costing, and chargeback Manage Geo data including time zones Manage business time segments Manage pager setup Manage depreciation criteria Create new contract Manage CI notifications Modify CMDB reconciliation rules Delete a Resolution Code Create a Service Level Agreement Modify a Service Level Agreement Delete a Service Level Agreement Project - General Application Administration Activities (recommend promotion process) Configure SW License engine Run software license job Create software license job Modify software license job Delete software license job Bulk load data request Other Configuration Data specific Request Create New Resolution Code Modify a Resolution Code Create a New Location Modify a Location Make a Location Obsolete Delete a Location