Service Description: Nuvolo Facilities Capital Planning Setup Service

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

Overview

Nuvolo’s Facilities Capital Planning Setup package provides a best-practice approach to the Standard 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

  • ServiceNow instance
  • Facilities Maintenance
  • 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 of approval processes to avoid unnecessary delays.
  • Understand Customer’s network security requirements and approvals.
  • Review Customer’s and Nuvolo’s escalation processes.
  • Review Customer’s business requirements.
  • Refine project plan with task dates and responsible parties.
  • Receive list of subject matter experts (SMEs) from Customer’s business units.

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.
  • Customer deliverables as identified for the implementation as scheduled.
  • Sub production instance URLs.
  • 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 in 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.

Nuvolo will:

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

Customer will:

  • Define the User Groups.
  • Relate Members to the User Groups.
  • Assign necessary Roles to the User Groups.

Facilities Condition Assessment

Nuvolo will review the following with the customer:

  • Deficiency Categories
    • Deficiency Category values are derived from the Facilities Work Order Types, which are managed by Facilities Admins.
    • FCA Admins do not have the ability to create/update/deactivate work order types directly, but should work with the Facilities Admin to maintain them.
  • Facilities Condition Assessment Workflow
    • Facilities Condition Assessment process includes the following steps.
      1. FCA requested.
        • State Transition Options: Draft.
        • FCA Admin creates the FCA record, identifying the Assets or Spaces that are to be assessed.
      2. Assignment
        • State Transition Options: Draft and In Progress.
        • FCA Admin assigns the FCA record to an FCA User for completion.
        • FCA Users can also self-assign condition assessments.
      3. Fulfillment
        • State Transition Options: In Progress and Completed.
        • FCA User checks all Assets or Spaces associated with the condition of assessment, creating Deficiency records for any issues discovered.
      4. Completion
        • State Transition Options: Complete.
        • FCA User addresses all Deficiencies and updates the condition assessment to be complete.
  • Deficiency Workflow
    • Deficiency process includes the following steps.
      1. Deficiency identified
        • State Transition Options: Draft and Estimated.
        • FCA User creates a deficiency from a condition assessment, specifying the space, asset, category, and priority.
      2. Estimation
        • State Transition Options: Estimated and Planned.
        • FCA User provides an estimated repair cost for the issue.
        • Estimated repair cost and facilities condition index are automatically updated on the space or asset.
      3. Planning
        • State Transition Options: Planned and Promoted.
        • FCA User, in collaboration with a capital planning team, determines the planned repair year and the ranking for the repair against the other deficiencies planned for that year.
      4. Promotion
        • State Transition Options: Promoted and Fixed.
        • FCA Users can promote deficiencies to Work Orders, which are grouped together as a Work Project, to carry out the repairs.
      5. Completion
        • State Transition Options: Fixed.
        • Once all repairs are complete, the Deficiency is marked as Fixed by the FCA User.

Capital Planning

Nuvolo will complete the following activities and tasks in support of establishing one (1) capital plan as a guide:

  • Review with the customer the default settings and adjust them, as needed
    • Score Ranges for each Priority Level
    • Budget Amount per Year
    • Default Capital Plan Configuration (set of scoring rules and inclusion rules)
    • Capital Plan Length
  • Scoring Rules
    • Capital Planner Admin would have the ability to create/update/delete scoring rules.
    • Review with the customer the standard scoring rules and adjust them, as needed.
  • Capital Plan Configuration Items
    • Capital Planner Admin would have the ability to create/update/delete capital plan configuration items.
    • Review with the customer the standard capital plan configuration item and adjust it, as needed.
  • Access
    • Capital Planner: Create and manage capital plans, reviewing assets missing data elements needed for the capital plan scoring.
    • Capital Planner Admin: Full write access and control of the Capital Planning application to configure plan configurations, scoring rules, inclusion rules, and properties.
  • Capital Plan Workflow
    • Capital plan process includes the following steps.
      1. Capital Plan creation
        • Draft and pending.
        • Capital planner creates initial plan based on scoring and inclusion rules.
      2. Pending approval
        • Draft, Pending, and Complete.
        • Budget review for the plan is conducted, moving back to Draft if not approved and moving forward Complete if approved.
      3. Approval Complete
        • Complete.
        • Plan is executed and followed for the duration of the plan.
  • Addition of up to five (5) fields not already included in the standard Capital Plan.
  • Addition of up to one (1) new Dashboard and five (5) new charts.

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:

  • 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 Customer with a train-the-trainer model as part of the Engagement.

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.
  • Develop two (2) role-based user train-the-trainer model training curricula as follows:
    • Nuvolo Project Manager curriculum covering the Capital Project creation and administration from business case to capital program.
    • Technician/user curriculum covering how to use their Nuvolo implementation to perform technician/user functions such update project Tasks
  • Perform training sessions for up to twelve (12) participants each.
    • One Nuvolo Project Manager 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 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 twelve (12) weeks.

Delivery Terms

The duration of this deployment is up to twelve (12) 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.