1. Scope
The statement of work (SOW) defines the effort required for the completion of a desktop outsourcing solution.
2. Applicable Documents
Related documents that can accompany this document are as follows:
- RFP/RFI as applicable
- Standards
- Vendor solution standards
- ITIL/ISO20000
- Governance (BS7799/ISO17799)
3. Requirements
Management of solution lifecycle, which is sequential in the large and iterative in the small. Sequential phases are described as: inception, elaboration, construction and transition.
3.1 Inception
The inception phase relates to activities undertaken to understand the deal scope from a commercial and technical perspective including the following:
- Establishing solution timetable
- Reading all available documentation RFI, RFP
- Establishing a clear brief from client/engagement team
3.2 Elaboration
The elaboration phase is the assembly of the required resources and shaping of the approach to create a solution which includes the following:
- Identifying and engaging internal resources
- Identifying and engaging external resources
- Performing benchmark analysis
- Defining the shape of the deal/proposed delivery architecture.
3.3 Construction
The construction phase is the detailed definition of the services including the following:
Completion of statement of work (SOW) including supporting service schedules, roles and responsibilities and SLA’s/KPI’s to address the following:
- Service Design
- Service desk, IMAC, Break Fix Maintenance
- Incident, Problem, Change
- Fulfilment
- HR Solution (TUPE)
- Governance Processes
- Maintenance of risk logs
- Mitigation of risk
- Completion of review/sign off processes
- Completion of appropriate proposal schedules
3.4 Transition
The transition phase is negotiation phase through to contract signature and handover to delivery including the following:
- Supporting negotiation process
- Leading due diligence activities
- Maintaining solution documentation prior to delivery handover
- Delivery handover
Tags: Agile, Statement of Work