Service Description Implementing Kimble Professional Services Automation

Transcription

1 Service Descriptin Implementing Kimble Prfessinal Services Autmatin Felber Cnsulting wrks with clients ranging frm large gvernment r private sectr rganisatins t small & mediumsized enterprises. We wrk with prfessinal service rganisatins (PSOs) seeking t grw their business, t imprve r change the nature f the services they deliver t public/custmers r t re-think the way in which they deliver them. Kimble Applicatins 1 is a Clud-based Prfessinal Service Autmatin (PSA) applicatin that is used by cnsulting and IT services rganisatins private and public t manage their peratins. It supprts the full Engagement lifecycle, frm prspecting, sales pipeline management, resurce planning, delivery management and gvernance, billing and reprting. UK Public Sectr departments are establishing prfessinal service teams t develp and spread best practice and deliver refrms. Felber expertise in Kimble 1 Kimble Applicatins licences can be prcured separately thrugh the Cludstre. Search fr Kimble. and in the Public Sectr refrms helps thse teams t develp, manage and understand their services and t imprve service delivery t their custmers. When D Yu Need Assistance With Kimble Applicatins Implementatin? Kimble has been built t satisfy many cmmn requirements f mdern public sectr prfessinal service teams. The fllwing list applies t a variety f services, frm reginal NHS prcurement advisry teams, t Central Gvernment IT services: Ability t assign scarce resurce t mst significant utcmes Ability t mdel csts and margins f new and established services - frm early negtiatins t as-delivered Embedding f best practice prcesses int sales and delivery Autmatically frecasting time and cst details and recrding actual values Reducing perid-clse delays frm weeks t days Cutting invice generatin delay t imprve cash flw Autmating resurce and cash frecasts and management Managing a variety f delivery mdels (eg Fixed Price, Time & Material based, lng term supprt services, benefit sharing) Simplifying cmplex expense management Streamlining the apprval f timesheets, expenses, invices, milestnes. etc. Managing the ptimum mix f emplyees and cntractrs Imprving client management with a single view f all activity KPIs calculated autmatically and in real time t supprt decisin making and planning. Page 1 f 5 Updated April 2014 Cpyright 2014 Felber Cnsulting Ltd

2 Service Descriptin: Implementing Kimble PSA Felber were ne f the early adpters f Prfessinal Service Autmatin (PSA) and were ne f the first Delivery Partners t be appinted by Kimble. As well as expertise in the applicatins itself, ur peple are als experienced in delivering refrm in the Public Sectr, including NHS, FCO, MD and lcal authrities. We understand that the Public Sectr usually has a different culture and different pririties t equivalents in private enterprise, but als appreciate what may need t change and what cre valued must be preserved. In bth cases, there are scarce, valuable resurces t be deplyed acrss multiple custmer rganisatins with cmplex, flexible requirements. Felber can help public sectr rganisatins deliver their services with effectiveness and efficiency thrugh the use f Kimble Applicatins. Implementatin Appraches We ffer a variety f implementatin appraches tailred t the circumstances and experience f yur team. Certain activities are Cre (depending n yur verall scpe and current systems). Other Optinal activities can be undertaken by Felber, yur team r jintly: Cmmn Cre Activities: Inceptin Phase Inceptin Phase Activities: Prject planning Initial assessment f rganisatin and prcess change needs 2 Familiarisatin dem t key prject persnnel Develpment f Test Strategy Develpment f Training Strategy/Training Needs Analysis Identificatin f change management requirements Develpment f Data Migratin Strategy Interface requirements (if any) 2 Als see ur Clud-Enabled Transfrmatin Service Descriptin n CludStre which supprts this activity. Cmmn Cre Activities: Cnfiguratin Phase Cnfiguratin Phase Activities: Advanced wrkshps cvering Sales & Cntracts; Resurce and Delivery and Finance and Operatins. Capture cnfiguratin requirements and issue/gaps Review issues/gaps Implementatin f initial cnfiguratin Cmpletin f business scenaris/use cases Cmpletin f integratin test scripts Cmpletin f UAT test scenaris Deplyment Planning Identificatin f Training Types, Objectives, Agenda & lgistics Design Integratin/Data Migratin Prcess Cmmn Cre Activities: Test Phase Test Phase Activities Cnference Rm Pilts x 2 Test cnfiguratin with business scenaris/use cases Dcument changes and gaps Review gaps and categrise as t-be prcess change r enhancement request Further cnfiguratin between CRP1 and CRP2 Trial migratin f data CRP2 with migrated data Further cnfiguratin after CRP2 User Acceptance Testing (UAT) Supprt f UAT executin Maintenance and adjustment f existing client Salesfrce Prfiles, Related Lists Refinement f deplyment plans in line with system cnfiguratin and prgress n all ther wrkstreams Cnduct f readiness assessments Cnduct f training Interface System Testing Test Data Migratins Page 2 f 5 Updated April 2014 Cpyright 2014 Felber Cnsulting Ltd

3 Service Descriptin: Implementing Kimble PSA Cmmn Cre Activities: Deplyment & Rll-Out Phases Deplyment Phase Activities: Migratin f cnfiguratin changes t prductin User setup Execute deplyment plans Installatin f interfaces GO-LIVE Rll-ut Phase Activities: Yur ptential requirements fr Optinal activities depend n yur technical, rganisatinal and peratinal situatin, as well as the skills that yu may already have in yur rganisatin. Cmmn Optinal Activities Definitin f requirements and Integratin with Finance Systems Effrt (days) 1-2 Rllut supprt Ad-hc training Ad-hc cnfiguratin Tables 1a-1d: List f activities fr Cre Implementatin Cre activities are thse that can supprted by Felber at a fixed price. The amunt f time required t deliver each activity varies with the cmplexity f yur rganisatin and peratins. Therefre the fixed price f the Cre activity implementatin depends n the cmplexity f yur situatin. As an indicatin, a simple situatin culd lk as fllws: Reprt Generatin (Standard Reprt). Additinal fields, layut changes t existing Standard Reprt Reprt Generatin (Cmplex Reprt). Requires new Reprt Type, frmula etc New security prfile generatin Imprt f Accunts and Cntacts Supprt t Training Needs Analysis, Reviewing Curse Material and Attendance r Delivery An rganisatin experienced in its wn business prcesses and the use f IT t deliver thse prcesses Existence f expertise in managing IT implementatin and change prjects and key technical and business resurces are available t manage and cntribute t the prject. Operatins are relatively simple. Eg single business unit; single base lcatin; simple delivery mdels (fr example Time & Materials, Fixed Price ); n integratin with ther peratinal systems Cre Activity Implementatins - Examples Cre implementatin fr simple rganisatin Cre implementatin fr mre cmplex rganisatin 6, , Table 2: Typical Cre activity implementatin csts Cpy Cnfiguratin frm Sandbx t Prductin (if fullcpy Sandbx available) Table 3: Cmmn Optinal activities These Optinal activities are priced accrding t the anticipated duratin, as indicated abve. Optinal Activity Implementatin Price per day (r pr rata) Table 4: Optinal activity implementatin csts Fr example, the cnstructin f a new Standard Reprt wuld cst 0.25 days x 960/day = 240. We Tailr The Slutin T Yur Needs We tailr the slutin t suit yur needs and we d this by spending time up frnt t understand yur strategy, peple, prcesses and systems, t develp an apprach that wrks with yur business and als, ver time, Page 3 f 5 Updated April 2014 Cpyright 2014 Felber Cnsulting Ltd

4 Service Descriptin: Implementing Kimble PSA increases the self-reliance f yur wn peple as well as meets yur business gals. Benefits f Felber s Kimble Implementatin By engaging Felber Cnsulting yu will have the supprt f experienced cnsultants with Public Sectr refrm expertise and deep knwledge f Kimble. We understand the cntext and practice f the end-t-end prcesses within a mdern prfessinal services rganisatin. We are willing t engage accrding t a variety f cntracting mdels t suit the degree f transfrmatin yu are planning. Fr example we can cntract n a fixed price, time & materials r even a cntingent basis t suit yur transfrmatin and implementatin strategy. In additin yu will have supprt and advice frm experienced cnsulting leaders t help yu manage the implementatin, embed gd practice and new ways f wrking in yur rganisatin and transfer skill t yur peple. If apprpriate we will als help yu t plan and manage ther changes in yur rganisatin necessary t ensure that yu meet yur clud-enabled business gals. Felber Quality Assurance We ensure that ur engagements with yu prgress t expectatin and that any agreed changes are prperly planned and executed: Our engagement lead will cnduct a preengagement review with yur prject manager t check n the Prject Charter and the practical aspects f ur cnsultants wrk n yur site We will cnduct weekly prject meetings with yur prject manager t review prgress, milestnes, resurcing, issues and risks We will cnduct mnthly (r per further agreement) spnsrship reviews which will include yur Senir Respnsible Officer and a Directr f Felber Cnsulting Ltd We will seek frmal agreement f prject milestnes, particularly where ur payment relies n the successful cmpletin f such milestnes Pst-engagement, we will ask yu t prvide a review f Felber s delivery engagement. Fr engagements valued at ver 100,000, this will be cnducted by an independent cntractr. We will supprt yur Department s wn prject and prgramme appraches (such as PRINCE2, MSP and s n), frms and reprting mechanisms. Felber Assets, Tls & Advantages All ur cnsultants are experienced with 10+ years in public sectr as staff and cnsultants. We have public sectr expertise in mst areas, including lcal and natinal rganisatins; frm health t security; single site t internatinal. We use a number f file sharing and cllabratin tls t share and develp cllateral ver the lifecycle f the engagement. This prvides the jint prject team with cmmn visibility f plans, reprts, and surce material. We use telecnferencing t prmte easy, but structured cmmunicatins that allw team members t maximise value-adding activity and avid travel. We use the Kimble Prfessinal Services Autmatin urselves t manage and cntrl ur cntractual and delivery engagements, including cmmercial, prject prgress and milestnes. Felber Back-Up, Restre & Disaster Recvery The safety and security f the materials we use and develp fr ur clients is a pririty. We are used t a number f appraches, depending n the plicies, regulatin and circumstances f the engagement. We will agree this as part f pre-engagement. Fr example: Where apprpriate we will make use f the client s wn hardware, sftware and / Page 4 f 5 Updated April 2014 Cpyright 2014 Felber Cnsulting Ltd

5 Service Descriptin: Implementing Kimble PSA r plices gverning infrmatin prtectin We will use the client, r standard prprietary cllabratin-ware Our laptps are prtected by encrypted disks with passwrds at the BIOS, disk and OS level The use f at least tw factr authenticatin when using SaaS applicatins such as Salesfrce r Kimble. Cntact Us Fr further details, please cntact: Simn Teale at +44 (0) These measures ensure that ur client s data and reprts are held securely and with relevant levels f prtectin and als ensure availability in the circumstances f disruptive events. Felber On-Barding & Off-Barding As part f the inceptin r pre-engagement phase f ur wrk fr yu, we will agree with yu certain aspects f hw we will wrk tgether: The cmpletin f a Prject Charter r Prject Initiatin Dcument, agreeing the final scpe, bjectives and gvernance f the engagement. Practical arrangements such as security levels, building and data access, management, use f cmmn tls, sftware and infrastructure An initial plan, including milestnes, timetable, review meetings A schedule f anticipated deliverables. Felber Cnsulting Limited 1 Park Rad, Hamptn Wick Kingstn-Upn-Thames Surrey KT1 4AS, UK Telephne: +44 (0) inf@felberc.cm Web: At the cmpletin f the engagement, we will agree with yu A schedule f dcuments r ther media generated as part f the engagement, including master cpies f any reprts, bid dcuments, brwn & white papers and ther deliverables The cnduct f a jin review sessin, identifying lessns learnt and ptential next steps Final hand-ver t a supprt team (as apprpriate). Page 5 f 5 Updated April 2014 Cpyright 2014 Felber Cnsulting Ltd