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©2017ServiceNow,Inc.Allrightsreserved.ServiceNowConfidential.
ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 1
ProjectPortfolioManagement(PPM)AcceleratedImplementation(Jakarta)
Overview
TheServiceNowProjectPortfolioManagement(PPM)AcceleratedImplementationusesaversionoftheServiceNowImplementationMethodology(SIM)withpre-builtAccelerators(asdescribedbelow).PPMAccelerated Implementation will provide customer with visibility to projects and portfolios after astreamlinedsuccessionofaworkshop,diagnostics,training,andverification.
PackageDescriptionandAim
ServiceNow PPM Accelerated Implementation provides best practice advice and guidance, whileperformingtheessentialactivitiesforconfiguringProjectPortfolioenvironmentsinanoptimizedmanner.
Workingwithcustomer’sServiceNowadministratorsandportfolioanalysts,ServiceNowPPMAcceleratedImplementation aids the customer’s understanding of the platform and takes advantage of pre-builtacceleratorsconfigurationstobeinstalledandimplementedintoproduction.
Unless otherwise agreed by ServiceNow and the customer or specified below, services are deliveredremotely,tomaximizeflexibilityofallresources.
ServiceNowSystemAdministrator
Prior to the initiation of the project, the customer shall designate a ServiceNow trained SystemAdministratorwhowillparticipateinallmigrationactivitiesandworkshopsessions.Thecoachingsessionsaretheprimarymechanismforknowledgetransfer,andforconfigurationdecisionmaking.
PackageActivities
ServiceNowwillperformthefollowingactivities:
EssentialsActivities DescriptionAcceleratorworkshop • WorkingsessiontointroducetheServiceNowConsultantteamresponsiblefor
deliveringPPMAcceleratedImplementation.• OverviewofPPMAcceleratorsforselection,installation,anddemonstrationof
bestpracticeusages.• Documentdeviationsfrombestpractices.Significantconfigurationgaps
betweencommonServiceNowpracticeandclientpracticeshouldbedocumentedearly.
• TheinitialAcceleratorworkshopwillbeperformedonsite.
InstallandtestAccelerators
• ServiceNowinstallsAccelerators.• Completeaninitialtechnicalandfunctionalvalidationforallimplemented
Accelerators.
ServiceNowPPMAcceleratedImplementation(Jakarta)–November2017
©2017ServiceNow,Inc.Allrightsreserved.ServiceNowConfidential.
ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 2
HandsonKeyboardtraining • TheServiceNowBusinessProcessConsultantwillconductahalfdaytraining
sessionforuptotenPPMAcceleratorusers.
Completion• Customerverifiesproductioninstance.
Accelerators
Accelerators are pre-built configurations that expedite implementation. ServiceNow PPM AcceleratedImplementationincludestheoptionofusingmigrationtemplateacceleratorsandupdatesetaccelerators.
MigrationTemplateAccelerator
ThisspreadsheettemplateallowsacustomertogatherrelevantprojectandportfolioinformationinaprescribedformatenablingaServiceNowdataload.Acheckpointwillbeperformedbeforeloadinganydataintoproduction.
UpdateSetAccelerators
TheupdatesetAcceleratorslistedbelowareoptional:
DemandAccelerators
Accelerator Responsibilities
DemandTaskServiceRequest ExtendstheOut-Of-the-Box(“OOB”)demandcapabilitiestoincludeaUIactiontoplaceataskonanotherteam.CreatesanewDemandTaskwhichisthenaddedasarelatedlisttotheDemand.AUIactioncalled'RequestService'callsarecordproducertohaveacatalogofsuchinternalservices.
AutomaticProjectTemplateSelectionwhencreatedfromDemand
Capturestheconfigurationchangesforautoselectingaprojecttemplatebasedonanydemandattributeswhencreatingaprojectfromthedemand.
IdeasPortal Aportaltointakeideasfromallstakeholderswithinanorganizationbeforetheybecomedemands.
ProjectPortfolioManagementUpdateSets
Accelerator Responsibilities
EnhancedProjectControls ExtendstheOOBcontrolsofRisks,IssuesandProjectChangetoalsoincludeActions,AssumptionsandDependencies.TheupdatesetenhancestheOOBriskanalysisintroducingacalculatedpriorityandlinkswiththeenterpriseriskconversation.
ServiceNowPPMAcceleratedImplementation(Jakarta)–November2017
©2017ServiceNow,Inc.Allrightsreserved.ServiceNowConfidential.
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EnhancedDeliverableandStageGateManagement
AddsthreenewtablesthatareextendedfromthetasktabletoincorporateadditionalstagessuchasStageGate,StageGateChecklist&Deliverables.
EnhancedRequirementsFormtoSupportBusinessRequirements
UtilizestheOOBRequirementstableasawayofmanagingBusinessRequirements,FunctionalRequirementsandDesignAssumptionsaspartofthedemandandprojecttocentralizeprojectdetailswithintheServiceNowplatforminplaceofstandalonedocuments.
DefaultandAdvancedProjectviewsincludingProcessFlow
BasedontheProjectManagementInstitute(PMI)standards,addsprocessflow(s)forproject(s)thatworkofftheOOBphaseattribute.
StakeholderPortalforProjectStatusReporting
AddsasingleportalpagetoprovideaconsolidatedviewofStatusReportsthatcanbeaccessedfrommobiledevices.
AdditionalSupportforServiceTransition
ServiceTransitionChecklistProjectControl.Fororganizationsthatutilizeaseparatechecklistforgatingreview.
AdditionalProjectTemplatesandTemplateConfiguration
AdditionalsetoftemplatesforusewiththeaboveProjectGatesandDeliverables.
ServiceNowProvidedResources
ServiceNowwillprovide the following resources for the review. The samepersonnelmay fillmultipleresponsibilities:
ServiceNowresource Responsibilities
ITBMBusinessProcessConsultant
• RunsPPMAcceleratedimplementationworkshop.• Advisesoncommonpracticeprocesses
ITBMtechnologyconsultant • Performsinstallationandconfigurationofacceleratorsasdetailedabove• Provideshandsonkeyboardstrainingfortransitionstaff
ServiceNowmayatanytimesubcontractordelegateinanymanneranyorallofitsobligationshereundertoanythird-party.Asagreed,thecustomermayfundtravelandexpensetoperformtheworkshoportraininginperson.ServiceNowdoesnotguaranteethatcertaindesignatedServiceNowpersonnelwillbeassignedtothecustomer’saccount.ServiceNowmayengageitsownServiceNowProfessionalServicesemployeesfromitsglobalservicesresourcesincompletionofthesePackagedServices.
ServiceNowPPMAcceleratedImplementation(Jakarta)–November2017
©2017ServiceNow,Inc.Allrightsreserved.ServiceNowConfidential.
ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 4
Prerequisites
The ServiceNow PPM Accelerated Implementation packaged service requires the customer’s activeparticipationandcoordinationforprojectsuccess. Thefollowingrequirementsmustbemet.DelaybyCustomerwithrespecttothebelowitemsmaycausedelayorprecludeServiceNow’sabilitytoprovidetheServices:
• CustomermusthaveanexistingServiceNowPPMinstance.
• CustomermusthavelicensedtheServiceNowITBMsuite.
• ConfigurationactivitiesarelimitedtotheAccelerators.
• CustomerisresponsibleforcompletingUATtestplan(s)priortoproductiondeployment.
• CustomershallprovideServiceNowwithremoteaccesstotheirServiceNowinstance.
• Ifcustomerelectstomigratedata,theyareresponsibleforinputtingdataintomigrationspreadsheetintheformatspecifiedinthespreadsheet.Thisshouldbeperformedaftertheworkshop.
• CustomerwillsendatleasttwopeopletoServiceNowPPMtraining.ThistrainingisnotincludedinthisPPMAcceleratedImplementationpackage.
• The customer must provide at least one trained system administrator that will continue theadministration and configuration of ServiceNowPPM,whowill attend theworkshop and trainingsessions.
• Thecustomermustpromptlyprovidethenecessarydecisionsanddatafortheconfigurationactivities.
• Customerwillprovideappropriateworkareas,includingInternetaccess,forServiceNowconsultantswhentheyareonsite.
Before ServiceNow can begin the PPM Accelerated Implementation, Customer must complete thefollowingprerequisitetasks:
• Thecustomershallprovideaccesstothecustomer’sServiceNowproductioninstancestothedeliveryconsultants.
• ThecustomermusthaveaccesstotheServiceNowcustomersupportportal(Hi).
• Customer shall provide the required resources and ensure active participation of its designatedpersonnel:
o IdentifyonecertifiedServiceNowsystemadministrator
o Identify one PMO/Portfolio domain expert with authority to choose pre-builtfunctionality
ServiceNowPPMAcceleratedImplementation(Jakarta)–November2017
©2017ServiceNow,Inc.Allrightsreserved.ServiceNowConfidential.
ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 5
Thefollowingservicesarenotprovided:
• Datacollection.
• Alldatanormalization,modification,cleansingsandalterationbefore,duringandafterconverting.
• Unit,performance,security,integrationoranyothertesting.
• Endusertraining.
• Servicesnotexpresslystatedherein.
Except with respect to the Kick-Off Workshop as provided above, all services provided under thisPackagedServiceareprovidedremotely.Ifthecustomerwishesanon-premiseworkshoportraining,thiscanbearrangedatadditionalexpense.
General
ServiceNowisinthebusinessofprovidingITservicemanagementapplicationsandotherapplicationsonthe ServiceNow platform and consulting services drawing upon the knowledge, understanding andexpertiseServiceNowhasgained inthecourseofworkingwithmanyothercustomers.Nothing inthisService Description shall assign rights in or limit ServiceNow’s use of any know-how or knowledgepertaining to theServiceNow intellectualproperty rightsor technology.ServiceNowshallhavea fully-paid,royalty-free,worldwide,non-exclusive,transferable,sub-licensable,irrevocable,perpetualrighttouseanysuggestions,enhancements,recommendationsorotherfeedbackprovidedbyCustomeranditsusersrelatingtotheServiceNowproductorservices.
LIMITEDPROFESSIONALSERVICESWARRANTY.ServiceNowwarrantsthattheServiceswillbeperformedinacompetentandworkmanlikemannerinaccordancewithacceptedindustrystandardsandpracticesandallmaterialrequirementssetforthinthisServiceDescription.CustomershallnotifyServiceNowinwritingofanybreachwithin thirty (30)daysafterperformanceof thenon-conformingServices.Uponreceiptofsuchnotice,ServiceNow,atitsoption,shalleitherusecommerciallyreasonableeffortstore-performtheServicesinconformancewiththesewarrantyrequirementsorshallterminatetheaffectedServicesandrefundtoCustomeranyamountspaid for thenon-conformingServices.ThisSectionsetsforthCustomer’sexclusiverightsandremedies(andServiceNow’ssoleliability) inconnectionwiththiswarranty.
DISCLAIMER OF WARRANTIES. EXCEPT FOR THE WARRANTIES EXPRESSLY STATED IN THIS SERVICEDESCRIPTION, THE SERVICES PROVIDED HEREUNDER AND ANY ACCOMPANYING DELIVERABLE AREPROVIDED“AS-IS”WITHOUTREPRESENTATIONORWARRANTYOFANYKINDAND,TOTHEMAXIMUMEXTENT ALLOWED BY LAW, SERVICENOW DISCLAIMS ALL WARRANTIES OF ANY KIND, EXPRESS ORIMPLIED, ORAL OR WRITTEN, INCLUDING WARRANTIES ARISING UNDER STATUTE, WARRANTIES OFMERCHANTABILITY,ACCURACY,TITLE,NON-INFRINGEMENTORFITNESSFORAPARTICULARPURPOSEORANYWARRANTIESARISINGFROMUSAGEOFTRADE,COURSEOFDEALINGORCOURSEOFPERFORMANCE.WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, SERVICENOW SPECIFICALLY DOES NOTWARRANTTHATTHESERVICESANDANYACCOMPANYINGDELIVERABLESWILLMEETTHEREQUIREMENTS
ServiceNowPPMAcceleratedImplementation(Jakarta)–November2017
©2017ServiceNow,Inc.Allrightsreserved.ServiceNowConfidential.
ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 6
OFCUSTOMEROROTHERSORTHATTHEYWILLBEACCURATEOROPERATEWITHOUTINTERRUPTIONORERROR.
LIMITATIONSOFLIABILITY.TOTHEEXTENTPERMITTEDBYLAW,THETOTAL,CUMULATIVELIABILITYOFEACHPARTYARISINGOUTOFORRELATEDTOTHISSERVICEDESCRIPTIONORTHESERVICESPROVIDEDHEREUNDER WHETHER BY CONTRACT, TORT (INCLUDING NEGLIGENCE) OR ANY OTHER LEGAL OREQUITABLETHEORY,SHALLBELIMITEDTOTHEAMOUNTSPAIDBYCUSTOMERFORTHESERVICESGIVINGRISETOTHECLAIMDURINGTHETWELVE(12)MONTHPERIODPRECEDINGTHEFIRSTEVENTGIVINGRISETO LIABILITY. THE EXISTENCE OF MORE THAN ONE CLAIM SHALL NOT ENLARGE THIS LIMIT. THEFOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO: (1) BODILY INJURY OR DEATH; (2)INFRINGEMENT BY A PARTY OF THE OTHER PARTY’S INTELLECTUAL PROPERTY RIGHTS; AND (3)CUSTOMER’SOBLIGATIONTOPAYAMOUNTSOWEDFORSERVICESPROVIDEDHEREUNDERORTAXESAPPLIEDTHERETO.
EXCLUSIONOFDAMAGES.TOTHEEXTENTPERMITTEDBYLAW,NEITHERSERVICENOWNORCUSTOMERSHALLBELIABLETOTHEOTHERORANYTHIRDPARTYFORLOSTPROFITS(WHETHERDIRECTORINDIRECT)OR LOSS OF USE OR DATA, COVER, SUBSTITUTE GOODS OR SERVICES, OR FOR INCIDENTAL,CONSEQUENTIAL, PUNITIVE, SPECIAL OR EXEMPLARY DAMAGES (INCLUDING DAMAGE TO BUSINESS,REPUTATIONORGOODWILL),OR INDIRECTDAMAGESOFANYTYPEHOWEVERCAUSED,WHETHERBYBREACH OFWARRANTY, BREACH OF CONTRACT, IN TORT (INCLUDING NEGLIGENCE) OR ANY OTHERLEGALOREQUITABLECAUSEOFACTION,EVENIFSUCHPARTYHASBEENADVISEDOFSUCHDAMAGESINADVANCEORIFSUCHDAMAGESWEREFORESEEABLE.THEFOREGOINGEXCLUSIONSSHALLNOTAPPLYTO: (1) BODILY INJURY OR DEATH; AND (2) INFRINGEMENT BY A PARTY OF THE OTHER PARTY’SINTELLECTUALPROPERTYRIGHTS.
PackagedServiceTermsandConditions
CustomeragreestopaythetotalfeeamountontherelatedOrderForm.ServiceNowwillprovidethePackagedServicesasdescribedhereinlimitedtothoseorderedontheOrderForm:(i)ifCustomerispurchasingdirectlyfrom ServiceNow, on the terms and conditions in the Order Form and the underlying master agreementexecutedbytheparties,ifany(“Agreement”);or(ii)ifCustomerispurchasingfromaServiceNowauthorizedreseller (“Reseller”),on the termsandconditions in theuseauthorizationas issuedbyServiceNowandtheSubscription Service Agreement incorporated by reference herein fromhttp://www.servicenow.com/schedules.do. In the event of any inconsistency or conflict between theAgreement or the Subscription Service Agreement and this Service Description, the terms of this ServiceDescriptionshallcontrolwithrespecttothePackagedServicessetforthherein.
ALLORDERSARENON-CANCELLABLE,NON-REFUNDABLE,CANNOTBEUSEDFORSERVICESOTHERTHANFORTHOSEPURCHASED,ANDNOTSUBJECTTOACCEPTANCE.ALLSERVICESWHENORDEREDMUSTBECONSUMEDWITHIN 12 MONTHS FROM THE ORDER FORM EFFECTIVE DATE. SERVICES ARE NOT INCLUDED IN THISOFFERINGUNLESSSPECIFICALLYIDENTIFIEDASINCLUDEDINTHISDOCUMENT.ANYUNUSEDSERVICESSHALLEXPIREWITHNOFURTHERCREDITORREFUNDANDSHALLHAVENOVALUETHEREAFTER.
ServiceNowPPMAcceleratedImplementation(Jakarta)–November2017
©2017ServiceNow,Inc.Allrightsreserved.ServiceNowConfidential.
ServiceNowandtheServiceNowlogoaretrademarksofServiceNow,Inc.Allotherbrandandproductnamesaretrademarksorregisteredtrademarksoftheirrespectiveholders. 7