Service Description: Asset & Maintenance S2V Implementation

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

Overview

Nuvolo’s Facilities Maintenance 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 Facilities Maintenance Setup package defined below is based on the standard features and functionality included in the Vietnam release.

Pre-Requisites

  • A fully configured ServiceNow instance.
  • 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 administrators 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) within the first week of implementation for the 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 pre-defined standard roles included with each base application. The roles are assigned to groups and in turn, members of the group inherit these roles. Note that access to individual records and fields may be controlled by defined roles and access control rules based on the specific fields in the record. The groups created will represent personas which are standard with the Nuvolo application. The base personas for the Maintenance application are Technician, Manager, and Director.

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.

Asset Inventory and Life Cycle

The asset inventory implementation process will consist of workshops to determine how to migrate the asset and asset related data to the Nuvolo application in addition to enabling specific workflows.  The process will provide key information to the customer as to how the Nuvolo application operates, and for the customer to identify key data mappings that need to be created between the current CMMS and Nuvolo.

Nuvolo will:

  • Asset Classification
    • Setup device classifications (i.e. Asset Types, Models, Manufacturers)
    • Load existing asset classification records using the process as defined in the Data Collection and Load section.
  • Asset Management
    • Review and configure the asset form standard fields that should be removed.
    • Map the appropriate classification data to the Nuvolo values.
    • Setup the Risk Score
      • Confirm Risk Score cascades to imported Assets through Asset Type as applicable.
    • Load all existing asset records using the process as defined in the Data Collection and Load section.
  • Asset Workflow
    • Review the standard device onboarding and offboarding processes with the Customer.
      • Enable/Disable asset onboarding work order generation if required.
      • Enable/Disable asset offboarding work order generation if required.
    • Configure the State Transition Control (STC)
      • Review the STC functionality included with the base Nuvolo software.
      • Configure/Confirm the State Definitions and State Transitions associated with each state of the workflow.

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 Asset data (Model, Manufacturer, Asset Type, Asset) utilizing the data templates provided by Nuvolo.
  • Validate the data has been imported properly.
  • Validate form changes (removal of fields/related lists).
  • Validate the onboarding workflow.
  • Validate the offboarding workflow.
  • Validate the State Transition Control workflow.

Work Order Management

The work order implementation process will consist of workshops to determine how to migrate the work order-related data to the Nuvolo application and enabling specific workflows.  The process will provide key information to the customer as to how the Nuvolo application operates. Customer will also identify required data that needs to be mapped from the legacy CMMS to Nuvolo for data migration.

Nuvolo will:

  • Work Order Workflow
    • Configure the State Transition Control (STC)
      • Review the STC functionality included with the base Nuvolo software.
      • Review the standard work order process with the Customer.
      • Configure/Confirm the State Definitions and State Transitions associated with each state of the workflow.
    • Configure the standard Work Order email notifications.
  • Work Order Management
    • Review and configure the work order form OOTB fields that should be removed.
    • Map the appropriate classification data to the Nuvolo values.
      • Work Order Types
      • Work Order States and Substates
      • Work Order Resolution codes
      • Work Order Problem Causes
      • Work Order Symptoms
    • Load three (5) years of work order records using the process as defined in the Data Collection and Load section.
  • Assignment Rules (one of the following options)
    • Load assignment rules data using the process as defined in the Data Collection and Load section, OR
    • Configure up to five (5) work order assignment rules using the following parameters: Asset Type, Model, Asset, Work Order Type and Assignment group.

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 Work Order data (Work Order, Assignment Rules) utilizing the data templates provided by Nuvolo.
  • Validate the data has been imported properly.
  • Validate form changes (removal of fields/related lists).
  • Validate the work order workflow.
  • Validate the assignment rules process.
  • Validate the State Transition Control workflow.

Scheduled Maintenance

The scheduled maintenance implementation process will consist of workshops to determine how to migrate and configure scheduled maintenance in the Nuvolo application.  The process will provide key information to the customer as to how the Nuvolo application operates. Customer will also identify required data that needs to be mapped from the legacy CMMS to Nuvolo for data migration.

Nuvolo will:

  • Review Nuvolo’s scheduled maintenance functionality with Customer.
  • Review Customer’s current maintenance schedules
    • Determine the best approach to import current settings into Nuvolo’s Scheduled Maintenance architecture.
    • Review and configure the settings for work order frequency.
    • Review interval parameters: Work Order Type, Asset selection (Make-Model, Type) and Maintenance Level Details (Frequency and Checklists).
  • One of the following options will apply:
    • Load the Scheduled Maintenance data using the process as defined in Data Collection and Load section, OR
    • Configure up to 5 Scheduled Maintenance Definitions using the functionality provided on the form.

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 Scheduled Maintenance data utilizing the data templates provided by Nuvolo.
  • Validate the data has been imported properly.
  • Confirm Scheduled Maintenance works orders are generating as expected.

Checklist Management

Checklist functionality will create a list of standard steps (or procedures) that need to be completed before a work order can move to the next state.  To implement this functionality, workshops will be conducted to determine how to migrate and configure checklist in the Nuvolo application.  The process will provide key information to the customer as to how the Nuvolo application operates. Customer will also identify required data that needs to be mapped from the legacy CMMS to Nuvolo for data migration.

Nuvolo will:

  • Review Nuvolo’s Checklist Management functionality and structure including:
    • Question parameters (Type, Default Value, Expected Answer)
    • Checklists (grouping of questions)
    • Checklist Rule parameters (Name, Asset Type, Model, Device, Work Order Type, Checklist type, GxP)
  • Review Customer’s current checklists and determine best approach to import current checklists into Nuvolo’s Checklist Management structure.
  • One of the following options will apply:
    • Load Question, Checklist, and Checklist Rule data using the process as defined in Data Collection and Load section, OR
    • Configure up to three (5) Checklists.

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 Checklist data utilizing the data templates provided by Nuvolo.
  • Validate the data has been imported properly.
  • Confirm checklists are generating as expected.

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.
    • Background image and text.
  • Activate or de-activate the Nuvolo standard request form parameters (catalog items and record producers) 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

The Nuvolo standard persona-based dashboards (Technician, Service Manager, Director) will be updated to filter the appropriate data in addition to removing widgets from the dashboard.

Nuvolo will:

  • Review the standard persona-based dashboards included in the release implemented.
  • Update the dashboard filter conditions specific to Customer for up to three (3) dashboards using standard reporting configuration options provided in the standard reporting application.

Customer will:

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

Mobile Application For Technicians

The Nuvolo mobile app is specific to the technician user experience and capabilities.

Nuvolo will:

Perform limited configuration of the mobile application based on user feedback of the available standard features.  The following features/functions can be configured as a part of this package:

Technician Workplace

  • The technician workplace contains the dashboard, search, and connections to the lists and forms within the mobile application.
  • There are a limited number of configurations that will be part of the base offering, which will exclude navigation. It will focus on the dashboard:
    • Modify Tiles Data Filter
      • The technician experience interface supports “tiles” that contain counts of records for a dashboard.
      • The existing tiles Properties can be configured or the tile(s) can be removed, or new tiles can be added.

List Container

  • Displays multiple records in a list/card format
  • Supports infinite scrolling for a smooth interface
  • No new List Containers will be added to the base mobile application.
  • The following properties within the List Container can be configured as a part of the base offering.
    • Field List
      • The fields on the default List Container can be updated.
    • Field Order
      • The order of the fields can be changed on the list card, however, the design of the list card cannot be changed.
    • Data Query
      • The data query can be updated to alter the records available on the mobile application.
    • Filter
      • The mobile application will support filtering of rows.
      • There may be limitations with filters, which may require the functionality to be enabled/disabled
      • Configuring the list of fields available in the filter
    • Sort
      • The mobile application will support data sorting.
      • There may be limitations with sorting, which may require the functionality to be enabled/disabled

Form

  • Forms can contain tabs, text, fields, which can be configured.
  • No new forms will be added to the base mobile application.
  • Light configuration of the form will be included with the base offering.
  • Any configuration requiring scripting is out of scope.
  • The following tasks can be performed within the base offering:
    • Add/Remove fields
      • The work order and asset forms can be updated by adding or removing fields on the form.
      • Fields can also be repositioned on the forms.
    • Remove buttons
      • If there are buttons that are no longer needed on the form, they can be removed.
    • Add/Remove tabs
      • Tabs are containers for fields.
      • By default, forms will typically contain multiple tabs.
      • The base offering will include adding or removing tabs, which would also require moving fields from the tabs to another area on the form.
    • Add/Remove related lists
      • The base offering will provide support for adding and removing related lists.

Offline Schema Configuration

  • Access to data in offline mode requires configuration.
  • The best practice is to limit the data being transferred to the mobile device (both record count and field count).
  • The following tasks are included in the base offering:
    • Identify Tables
      • Review the tables available within the mobile application to determine what tables should be available offline.
      • Create a schema record for each table
    • Configure Data Filters
      • For each schema record, a data filter will be required to limit the data that should be transferred to the mobile device.
      • This should be a balance between what records are required for the client and the row count.
    • Identify Fields
      • The Nuvolo Mobile app will only synchronize fields that have been configured directly within the Schema record.
      • Review the fields on the tables for each schema and configure the list of fields that will be synchronized.
    • Asset Inventory
      • Verify the Device onboarding and offboarding process follows the workflow in the desktop application (this is a confirmation of the State Transition Control (STC) configuration from the Asset Inventory section as it has one common design between desktop and mobile).
      • Confirm technicians can create and update a device using the mobile app.
    • Work Orders
      • Verify technicians can create, update, and close a work order using the mobile app.

Customer will:

  • Install and configure the Nuvolo Mobile Application for each technician as needed from the Google Play Store and Apple App Store.
  • Validate the mobile functionality works as expected.
  • Confirm technicians can create and update an asset using the mobile app.

Data Collection and Load

Data collection and load involves three (3) types of data:

  • Transactional data: for example, work orders ​.
  • Referential data: for example, assets, asset types, manufacturer, model, and location.
  • Metadata: for example, location types, work order types, resolution codes, etc.

Migrate all assets and up to three (3) years of work order data from the legacy CMMS 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 acceptance criteria 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, and assign issues into one of the following classifications:
    • 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:

  • Create end-to-end process testing plan.
  • Building UAT use cases and leading internal resources through UAT.
  • Migrate update sets and appropriate XML data (i.e., configurations) from Sub-Production instance(s) to the PRODUCTION instance.
  • Perform User acceptance testing (UAT), in non-production instance, once configuration and unit testing has been completed.
  • Create scenario-based data in sub-production/UAT environment to facilitate UAT.
  • Manage Customer’s UAT resources and day-to-day operations.
  • Report each issue by documenting:
    • A description of the issue
    • Steps to reproduce and/or video recording
    • Expected results
  • Review defect list for accuracy.
  • Review each issue during the UAT Check-ins.
  • Test/re-test remediated defects within 24 hours of notification.

Training

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

Role/Persona Training Duration*
Managers 2.5 hours
Application Admin 1.5 hours
Technician 3.0 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 fourteen (14) weeks.

Delivery Terms

The duration of this deployment is up to fourteen (14) 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.