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