Lot 4 Service Specification BUSINESS PROCESS MANAGEMENT (BPM) PROFESSIONAL SERVICES

Transcription

1 Lot 4 Service Specification BUSINESS PROCESS MANAGEMENT (BPM) PROFESSIONAL SERVICES Fujitsu Services Limited, 2013

2 OVERVIEW OF BUSINESS PROCESS MANAGEMENT (BPM) PROFESSIONAL SERVICES Business Process Management (BPM) is a major enabler in improving the delivery of services both inside and outside organisations. BPM supports the delivery of consistent levels of service to Customers by a supplier and enables reductions in the cost of delivering these services through maximising the efficiencies in delivering these services e.g. through minimising rework and enforcing corporate policies and standards. Many organisations are looking to deploy BPM solutions on a Cloud platform to increase business agility, reduce cost and potentially generate new revenue streams. In addition, there are opportunities for organisations to deliver new or enhanced BPM solutions and services using a Cloud platform where the business cases were previously hard to justify because of the investments associated with delivering solutions on more conventional platforms. Before the investment decisions can be made to build new business BPM solutions questions need to be answered to ensure efficient allocation of available resources: What is the most appropriate BPM platform? What are the full costs of building and managing a BPM application in the Cloud? How can we be sure what we want is achievable? How can we meet compliance requirements in the Cloud? This Service provides organisations who are considering deployment of BPM solutions onto a Cloud platform with a detailed review of their options both for the specific processes and the type of Cloud platform that is best suited to business situation of the organisation. Fujitsu has a number of different Cloud platforms options with local, global or hybrid options available depending on the detail business and operational needs of the client organisation. This Service looks at both the Cloud platform options and also at the specific business processes. Processes are at the heart of any organisation and they typically involve people, information and systems. BPM helps organisations achieve business goals by addressing requirements such as: Cost reduction and improving productivity through continuous process optimisation and enforcing consistency in process execution Enhancing business agility through collaborative process workflows, ability to implement process changes quickly and extending business processes beyond the enterprise to other business stakeholders Reducing risk by providing a full audit trail of business process activities ensuring that an organisation complies with regulations. The BPM Professional Services will look in detail at the process(es) that an organisation is considering to implement through the use of BPM and provide advice on the scale of work that is likely to be required in carrying out the transformational activity. This is the Service for the purpose of the Agreement. INTRODUCTION TO BPM PROFESSIONAL SERVICES The BPM Professional Services are designed to assist the Customer in deciding their way forward with business process automation and helping the Customer to get the best from its investment in the solutions that the Customer would wish to implement and deploy to a Cloud platform. AREAS ADDRESSED Whilst many processes that a Customer organisation operates could be automated through the use of BPM tools; the Service will advise the Customer on the most appropriate investment required to achieve its business goals using a BPM suite. In addition deploying a BPM solution on a Cloud platform requires consideration of a wide range of factors that potentially impact across a Customer s business: this Service will provide advice and guidance on this. This Service addresses both the Cloud platform requirements and the business process requirements of the Customer organisation and provides a clear way forward for the Customer in both these areas. Page 2 of 5 Fujitsu Services Limited, 2013

3 APPROACH The BPM Professional Services will be delivered by Fujitsu consultants who have an appropriate mix of process, business and technical skills. The consultants will engage with the Customer organisation in a series of steps: Agree a statement of work (SOW) for the initial engagement for the BPM Professional Services. Agree the process(es) under consideration that will form the basis of the BPM Professional Services. Identify key stakeholders, sponsors, process and knowledge workers. Process discovery including data requirements and integration points of the as is process. Discovery of current and future data storage demands such as the need for data sovereignty and location and for records based storage as appropriate. Review any to be process requirements that are required to change in any new solution based on the discovery phase above. Review operational constraints of the required as is processes including data sovereignty and security requirements. DELIVERABLES The BPM Professional Services will deliver: Report of findings and outline recommendations for the way forward for both the BPM solutions and the preferred cloud platform option. High level business process map of the process(es). a ROM (Rough Order of Magnitude) view of the likely effort required in implementing the business process(es) The process maps can either provide valuable input to the potential implementation of the process on a cloud platform or could be used as input to a further process improvement activity before investment in the automation of the process. These deliverables will be provided in a formal report. CUSTOMER OBLIGATIONS Successful delivery of the BPM Professional Services is dependent upon a number of Customer dependencies. These will include: A single point of liaison within the Customer organisation with the authority to make decisions on behalf of the organisation. Access to the relevant key staff as identified in the approach section above. Availability of, and access to, both the current process definitions and definitions of any changes to the operating model that would be required in any new process. Access to, or information on, data, data sources and data volumes for both current workloads and likely (or planned) changes to these. Fujitsu will not be liable for any delay or deficiency in providing the Service if such delay or deficiency results from the Customer s failure to fulfil these dependencies. Should a delay to the Service result from the Customer s failure in relation to the above dependencies, for example, if there is not full workshop attendance, Fujitsu shall be entitled to amend the Service, Schedule and/or Charges with no liability and shall be entitled to charge the Customer for any cost incurred as a result. EXCLUSIONS Fujitsu shall not be liable for Customer s take up, non-take up or other discretionary use of the information provided by Fujitsu or of any of the recommendations or options generated from the Service and activities under this Service Specification. Page 3 of 5 Fujitsu Services Limited, 2013

4 SERVICE EXCLUSIONS The following elements are not included or applicable as part of the offered Service and are therefore not included within this Service Definition: Information assurance - Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information Details of the level of backup/restore and disaster recovery that will be provided On-boarding and Off-boarding processes/scope etc Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Financial recompense model for not meeting service levels Training Data restoration / service migration CHARGES AND PAYMENT The work will be delivered against a rate card for these consultants on a T&M basis, or, as appropriate on the basis of a time boxed spend at each stage. This work will be against an agreed statement of work (SOW) which will be the first agreed output from the engagement. Table 1: DAY RATES FOR THE PROVISION OF FUJITSU PROFESSIONAL SERVICES RESOURCE Role Day Rate Business Change Level 6 - Managing Consultant 1,188 Level 5 - Principal Consultant 1,019 Level 4 - Senior Consultant 812 Should any additional effort be required in order to complete work or carry out additional work which is out of the scope of this Service then such additional effort and any applicable charges will be agreed by both parties in the form of a new statement of work. Customer will also reimburse Fujitsu for all reasonable expenses paid or incurred by Fujitsu in connection with the Service. Customer will be invoiced for the Charges on execution of this Agreement and prior to commencement of the Service. When remitting payment, Customer will include the applicable Fujitsu invoice that the payment applies to. Page 4 of 5 Fujitsu Services Limited, 2013

5 DEFINITIONS Any terms used in this Service Specification have the meaning assigned by the Fujitsu Cloud Service Agreement Terms and Conditions. Additional terms used have the meaning assigned by this paragraph. In the event of any conflict between the terms of this Service Specification and the other documents that comprise the Agreement, the provisions of this Service Specification shall prevail. Table 1: DEFINITIONS Definition BPM Professional Services ROM Service Location SOW Meaning The Fujitsu professional services provided in accordance with this Service Specification Rough Order of Magnitude The agreed location where Service will be delivered Statement of Work Page 5 of 5 Fujitsu Services Limited, 2013