Service Description: Nuvolo Clinical Maintenance Setup Service

SKU Number: NUV-SERV-HTM-T and NUV-SERV-HTM-EM-T

Overview

Nuvolo’s Clinical 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.

Pre-Requisites

  • A fully configured ServiceNow instance.

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:

  • Provide a list of appropriate self-paced learning content.
  • Review project plan with task dates and dependencies.
  • Review standard product configuration included in this Service Description.

Customer will provide:

  • Appropriate and knowledgeable staff to complete self-paced learning prior to kick-off and participate in the implementation.
  • One or more Nuvolo application administrators for each Nuvolo application as appropriate.
  • Customers network access process to expedite the submission of the appropriate documentation to provide access to the ServiceNow instance(s).
  • Customer deliverables as identified for the implementation as scheduled.
  • Sub production instance URLs.
  • 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 provide:

  • 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 out-of-the-box (OOTB) 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:

  • Review the Customer’s processes to create groups and assign group members to the sub-production instance.
  • Provide standard roles for access to the application(s).

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.

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 OOTB 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 Out-of-the-Box (OOTB) 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.

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 in addition to 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 OOTB work order process with the Customer.
      • Configure/Confirm the State Definitions and State Transitions associated with each state of the workflow.
    • Configure the standard out of the box 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 3 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.
    • Configure up to five (5) work order assignment rules using the following parameters: Asset Type, Model, Asset, Work Order Type and Assignment group.

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.
    • Configure up to 5 Scheduled Maintenance Definitions using the functionality provided on the form.

Customer will:

  • 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.  In order 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.
    • Configure up to three (5) Checklists.

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 out of the box request form parameters (catalog items and record producers) as directed by the Customer.

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 out of the box (OOTB) 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 out-of-the-box reporting application.

Mobile Application for Technicians

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

Nuvolo will:

  • Optimize the Schemas
    • Table synchronization will be configured to keep the data set as small as possible as well as configuring to utilize the on-demand transfer protocol . For example: Open work orders that were created less than 2 months ago.
  • 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.
    • Configure the asset form and list views – limited to adding and removing fields.
  • Work Orders
    • Verify technicians can create, read, update, and close a work order using the mobile app.
    • Verify the end-to-end work order lifecycle.
    • Configure the work order form and list views – limited to adding and removing fields.
  • Dashboards
    • Validate the out-of-the-box mobile dashboards are available and valid.

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

All assets and up to three (3) years of work order historical data will be imported from the legacy system into the Nuvolo application. Based on the number of assets in the source data, the data may be migrated from either spreadsheet templates (< 20,000 records) or from an SQL database (any number of records).  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.
    • Customer will analyze data collected for quality and ease of loading and perform any necessary data cleansing.
    • Customer will consolidate the data (combine data into a single, central repository), if applicable.
    • Customer will normalize (eliminate redundancies in) the data.
    • Customer will refine (correct anomalies in) the data.
    • Customer will 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.
    • Customer will provide table and field mappings which will be used to migrate the data from the source database to the Nuvolo application.
    • Customer will analyze, consolidate, normalize, cleanse, and refine data in the source database.
    • Nuvolo will import data using the provided data mappings directly from the database with standard transform maps.
  • Nuvolo will 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.
  • Customer will import source data to the Nuvolo target tables in the test instance.
  • Customer will import all applicable source data to the Nuvolo target tables in the production instance.
  • Customer will perform validation cycles as needed on the imported data.

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 remotely via video conference facilities.
  • Review training scope and the final content to be included in training based on the Deploy stage configurations.
  • Create training PPT presentation and materials that reflect the client implementation. This material will provide the user with instructions on how to use their Nuvolo implementation to perform the functions of their job. This may include, for example, how to create work orders, onboard assets, search for specific devices, and other tasks.
  • Develop two (2) role-based user train-the-trainer model training curricula as follows:
    • Nuvolo application administrator curriculum covering general administration, reporting, and dashboards.
    • Technician/user curriculum covering how to use their Nuvolo implementation to perform technician/user functions such as how to create work orders and assets, search for specific devices, and other tasks appropriate to the implementation.
  • Perform training sessions for up to twelve (12) participants each.
    • One Nuvolo application administrator session with up to five (5) hours of customer facing training.
    • One Technician session consisting of up to five (5) hours of customer facing training.

Production Go-Live and Post Go-Live

Nuvolo will:

  • Coordinate schedule for production go-live data 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.