Service Description: Space S2V Implementation (Vietnam)

SKU Number: NUV-SERV-SP-V and NUV-SERV-SP-V-EM

Overview

Nuvolo’s Space Management Setup package provides a best-practice approach to the out-of-the-box setup of Nuvolo. The fixed-scope engagement follows a pre-defined setup strategy to streamline the configuration process and focuses on a rapid time-to-value deployment.

The Space Management Setup package defined below is based on the standard features and functionality included in the Vietnam release.

Pre-Requisites

  • ServiceNow instance
  • Drawings prepared following Nuvolo drawing guidelines in DWG, RVT, or DXF format.
  • The Nuvolo Location Hierarchy is a shared hierarchal structure that is utilized across all products in Nuvolo.

Implementation Kickoff

The purpose of a kickoff meeting is for the teams to meet and review the implementation process. On or around the time of the kickoff meeting:

Nuvolo will:

  • Schedule remote project kickoff meeting for introductions.
  • Create implementation kickoff agenda.
  • Provide a list of appropriate self-paced learning content.
  • Schedule and conduct remote implementation kickoff:
    • Review project roles and responsibilities.
    • Discuss Customer’s organizational constraints.
    • Review project approval processes to avoid unnecessary delays.
    • Review Customer’s and Nuvolo’s escalation processes.
    • Review project plan with task dates and responsible parties.
    • Define Customer meeting cadence.
    • Confirm list of subject matter experts (SMEs) provided by Customer.
  • Understand Customer’s network security requirements and approvals.

Customer will:

  • Define organizational constraints, as applicable.
  • Deliver contact information for functional and technical SMEs to complete self-paced learning prior to kick-off and participate in the implementation.
  • Provide one or more Nuvolo application administrator for each Nuvolo application as appropriate.
  • Provide one or more ServiceNow administrators in support of any advanced platform needs and environment advisory services.
  • Communicate Customer’s network security requirements and approvals and/or establish, as necessary to support the implementation.
  • Prepare Customer deliverables as identified for the implementation as scheduled.
  • Support no less than two (2) Sub production instance URLs.
  • Grant Admin access to the ServiceNow sub-production instance(s) first week of implementation for Nuvolo implementation team.

Core Environment Setup

The implementation team will install the appropriate version of the Nuvolo application from the ServiceNow Store.

Nuvolo will:

  • Work with the customer to install the Nuvolo application on the DEVELOPMENT instance.

Customer will:

  • Purchase the proper entitlements for the Nuvolo product, which will make the application available for installation from the ServiceNow store.
  • Install the application on the TEST and PROD instances.

Access Enablement

Access to Nuvolo applications and modules is controlled by defined roles included with each base application. Roles are assigned to groups and members of a group inherit the roles assigned to the group. Note that access to individual records and fields may be controlled by defined roles or informal roles based on the specific fields in the record.

Nuvolo will:

  • Provide standard roles for access to the application(s).

Customer will:

  • Provide a list of users to be assigned to groups based on the out of the box Nuvolo personas
  • Confirm the appropriate groups have been created with the appropriate users assigned.

Location Hierarchy

The location hierarchy will provide context to the physical space structures that Nuvolo utilizes to classify data that is used for processes and reporting.  This hierarchy is utilized in a variety of ways, such as associating an asset to a location.  A workshop will be conducted to determine how the customer classifies their locations and how it applies to the Nuvolo application.

Nuvolo will:

  • Review the Location Hierarchy with the Customer.
  • Setup the hierarchy (i.e. Region, Campus, Site, Floor, Location)
  • Load existing Location Hierarchy records using the process as defined in the Data Collection and Load section.

Customer will:

  • Participate in workshop(s) to gain an understanding of the data that needs to be provided and to gain a greater understanding of the Nuvolo product.
  • Provide insight to related data structures and how the data is used in the legacy CMMS.
  • Provide Location Hierarchy data (Region, Campus, Site, Floor, Location) utilizing the data templates provided by Nuvolo.
  • Validate the data has been imported properly.

Space Management Activities and Tasks

Nuvolo will:

  • Review “OmniSearch – Configs” with Customer and de-activate search sources as requested.
  • Review and explain the CAD file specifications and usage as needed.
  • Enable Standard Nuvolo CAFM Layers as seen on interactive floor plans.
  • Review and configure Area Units for use in setting area values in Nuvolo from floor maps.
  • For companies with floor plan drawings in AutoCAD:
    • Provide AutoCAD Plug-in installer exe file.
    • Provide AutoCAD file load requirements (appendix)
    • Prepare Nuvolo CAD Layers Translation to ingest CAD files.
    • Load up to five (5) AutoCAD files based on Nuvolo’s floor map ingestion.
    • Consult the customer about the CAFM Layer usage in the system.
    • Create CAFM Layer to AutoCAD Categories mapping.
    • Provide Training on AutoCAD Plug-In usage.
    • Verify graphics and location creation for loaded floors.
  • For companies with floor plan drawings in Revit:
    • Provide Revit Plug-in installer exe file.
    • Provide Revit file load requirements (Appendix).
    • Load up to 5 floors for Revit buildings.
    • Consult the customer about the CAFM Layer usage in the system.
    • Create CAFM Layer to Revit Categories mapping.
    • Provide Training on Revit Plug-In usage.
    • Verify graphics and location creation for loaded floors.
  • Verify the ingested files are visible in the following interactive floor plan applications:
    • Space Editor
    • Workspace Planner
    • Workspace Manager
  • Verify the “Find people and places” functionality against the loaded floor maps.
  • Configure Space Desktop parameters (Space desktop views, Color by, Space Label, and Legend metrics), Seat Assignment Rules, and Space Picker.
  • Test interactive floor maps for the following personas:
    • Space Admin
    • Space Manager
    • Space User (Portal)

Customer will:

  • Collect/provide/produce CAD files for ingestion.
  • For companies with floor plan drawings in AutoCAD:
    • Update AutoCAD files to align with data load requirements
    • Provide CAFM Layer to AutoCADC ategories mapping.
    • Install AutoCAD Plug in.
    • Attend AutoCAD Plug in usage training.
    • Verify graphics and location data.
    • Refine (correct anomalies in) the CAD files.
  • For companies with floor plan drawings in Revit:
    • Update Revit files to align with data load requirements.
    • Provide CAFM Layer to Revit Categories mapping.
    • Install Revit Plug in.
    • Attend Revit Plug in usage training.
    • Verify graphics and location data.
  • Have subject matter expert available to diagnose and resolve CAD/BIM file issues during the load process.

Portal

The standard Nuvolo Portal can be configured to activate/deactivate specific request types and to configure the look and feel.  A workshop will be conducted to discuss the functionality and what the customer will need to deliver for the implementation.

Nuvolo will:

  • Review the Nuvolo portal, portal elements, catalog items (request forms), and functionality included with the base Nuvolo software with the Customer.
  • Update the portal with appropriate Customer provided branding elements. These elements must be provided before the configuration is scheduled and is limited to:
    • Branding logo.
    • Color Scheme/page theme.
    • Background image and text.
  • Activate or de-activate the Nuvolo standard request form parameters as directed by the Customer.

Customer will:

  • Participate in workshop(s) to gain an understanding of the portal process.
  • Validate the portal has been implemented properly.
  • Confirm portal requests are generating as expected.

Dashboards and Reporting

The Nuvolo standard persona-based dashboards will be updated to filter the appropriate data in addition to removing widgets from the dashboard.

Nuvolo will:

  • Review the standard reports and dashboards included in the release implemented.
  • Update the report filter conditions provided by Customer for up to five (5) reports using standard reporting configuration options provided in out-of-the-box reporting application.
  • Update up to five (5) standard dashboards using standard dashboard configuration options.

Customer will:

  • Participate in workshop(s) to gain an understanding of dashboards and reports.
  • Validate the dashboards have been implemented properly.

Data Collection and Load

Data collection and load for Space involves two (2) types of data as follows:

  • Referential data: for example, locations, neighborhoods, and departments.
  • Metadata: for example, location types, space labels, move reasons, etc.

Migrate up to three (3) years of data from the legacy system into the Nuvolo application. There are two supported migration methods:

  • Spreadsheet import
    • Requires a Data Subject Matter Expert (SME), provided by the customer, to export the data from the legacy CMMS and align it with data import templates provided by Nuvolo.
    • The mapping process will require the Data SME and will be supported by the Nuvolo implementation team
  • Direct Database Connection (via JDBC)
    • Requires a Data Subject Matter Expert (SME), provided by the customer, with an in-depth knowledge of the legacy CMMS data structures.
    • The Data SME will provide the following legacy CMMS information:
      • List of Tables/SQL Queries mapped to the appropriate Nuvolo tables
      • List of Fields within the Tables/SQL Queries mapped to the appropriate Nuvolo fields
    • The Nuvolo team will configure the Data Sources and Data Transformation with the SQL & Field mapping information provided by the Data SME.

For each data set to be imported, Nuvolo and the Customer will have the following responsibilities:

  • Nuvolo will provide Standard Spreadsheet Data Templates to collect Customer data.

Spreadsheet Import

Customer will:

  • Map and extract data from legacy system(s), if applicable, or create the data manually, based on business needs.
  • Analyze data collected for quality and ease of loading and perform any necessary data cleansing.
  • Consolidate the data (combine data into a single, central repository), if applicable.
  • Normalize (eliminate redundancies in) the data.
  • Refine (correct anomalies in) the data.
  • Map the tables and fields from the single, central repository into Nuvolo Standard Spreadsheet Data Templates with guidance from Nuvolo.

Nuvolo will:

  • Import data using the completed Standard Spreadsheet Data Template with the standard transform maps and process.

Direct Database Connection

Customer will:

  • Use the Standard Data Templates as a mechanism to map the tables and fields appropriately from the existing database to the Nuvolo application tables.
  • Provide table and field mappings which will be used to migrate the data from the source database to the Nuvolo application.
  • Analyze, consolidate, normalize, cleanse, and refine data in the source database.
  • Import source data to the Nuvolo target tables in the test instance.
  • Import source data to the Nuvolo target tables in the production instance.
  • Perform validation cycles as needed on the imported data.

Nuvolo will:

  • Import data using the data mappings provided directly from the database with standard transform maps.
  • Perform up to 3 migration cycles to map/import the source data (up to 1000 records per table) to the Nuvolo target tables in the development instance.

User Acceptance Testing (UAT)

Nuvolo will:  

  • Provide Customer with access to configuration documentation in Nuvolo’s SDLC instance.
  • Create functional test cases, required for testing user stories.
  • Package update sets and appropriate XML data and make available to the Customer for each Development Sprint.
  • Conduct daily check-ins with Customer to review UAT progress and document reported issues.
  • Review, prioritize, approve, and assign issues one of the following types:
    • Defect: There is a flaw with the configuration, which Nuvolo will correct.
    • Training: The issue is due to a tester misunderstanding of functionality and will be corrected via training/education.
    • Enhancement: The issue submitted is not functionality that was agreed upon and was therefore never configured and is out of scope.
  • Make every effort to remediate UAT defects within the UAT period and provide for enough time for the Customer to adequately re-test prior to go-live.

Customer will:

  • Migrate the update sets and appropriate XML data (i.e., configurations) made in Sub Production instance(s) to the Production instance.
  • Perform User acceptance testing (UAT) once configuration and unit testing has been completed.
  • Create data or records in UAT environment as need to facilitate UAT.
  • Manage Customer’s UAT resources and day-to-day operations.
  • Create end-to-end process testing plan.
  • Test/re-test remediated defects within 36 hours of notification.
  • Report issues and provide a description, steps to reproduce and/or video recording, and expected results for each issue discovered during the UAT daily check-in.
  • Building UAT use cases and leading internal resources through UAT.
  • Review defect list for accuracy.

Training

Nuvolo will provide training sessions based upon the Space Mgmt standard features & functionality included in the implementation and delivered as follows:

Role/Persona Training Duration*
Space Planner & CAD Administrators 4.0 hours

*Assumes one session per role will be conducted. Additional sessions available upon request with an approved Change Order.

  • Training sessions will be conducted remotely and scheduled in 60-90 minute increments based upon content and Customer availability.
  • Training attendees should be limited to no more than twelve (12) trainees to allow ample time for Q&A with the Nuvolo trainer.
  • Training Deliverables include:
    • Instructor-led training via recorded conference calls.
    • Training PPT presentation and subsequent job-aides, as applicable. This material will provide the user with instructions on how to use their Nuvolo implementation to perform the functions of daily business activities.

Production Go-Live and Post Go-Live

Nuvolo will:

  • Coordinate schedule for production go-live date and time.
  • Provide go-live support to include documented deployment plan, side-by-side support as Customer migrates update sets and data into production with regular and mutually agreed upon check-in meetings during migration and regression testing.
  • Provide post go-live support (Hypercare) for one week to include daily check-in meetings, defect reports, and knowledge transfer to Customer Success team.
  • Coordinate a transition to Nuvolo’s Customer Success team.

Customer will:

  • Author Customer specific operational policies or work instructions.
  • Send the communication plan(s) as developed and scheduled.
  • Migrate update sets and data into production.

Change Requests

If there is a change in scope, assumptions, capability discovered during the implementation kickoff then Nuvolo will require a Change Request. Any Change Request signed by both parties shall be effective as of the date set forth therein (each, a “Change Order”).  Instances in which a Change Order shall be required include: (1) Customer’s requests for out-of-scope Services; (2) discovery of new information that requires an increase in the scope of Services; or (3) Customer’s failure to fulfill any of its responsibilities if such failure delays the Services or requires Nuvolo to incur additional time or costs in performing Services.

If the parties do not agree on a Change Order, the Engagement shall proceed as originally set forth. If, however, the existing Engagement or any specific Services cannot proceed without an executed Change Order, Nuvolo may suspend Services until the Change Order is executed.

Scheduled Timeline

The duration for the setup of the services outlined in this document is up to eleven (11) weeks.

Delivery Terms

The duration of this deployment is up to eleven (11) weeks. Any additional effort required related to complexity, scope or project duration will be subject to the change request process.

Any activities or tasks not specifically outlined in this Service Description are out of scope.

Nuvolo Access Requirements

Customer will provide access requirements and policies required of Nuvolo resources along with onboarding timelines prior to execution of this SOW. Customer acknowledges that all obligations of Nuvolo under this SOW will require Nuvolo (including any subcontractors) to have direct access to Customer’s ServiceNow sub- production instance(s). Administrative access will be required in the sub-production instance(s) only and at no time will Nuvolo have access to the production environment.

Services shall be preconditioned upon Nuvolo receiving such access and proportionately limited to the extent access is denied. Failure to provide timely access may result in timeline delays and costs increase as outlined in this SOW. Additionally, Customer acknowledges that Nuvolo will leverage a mix of onshore and offshore resources in support of the Engagement.