Paul, if you need help with an SOW, here's what I generally use.
Cordially,
Leslie A. Clark
IBM Global Services - Systems Mgmt & Networking
(248) 552-4968 Voicemail, Fax, Pager
---------------------- Forwarded by Leslie Clark/Southfield/IBM on
03/02/2000 08:05 PM ---------------------------
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Created By: Leslie Clark on 04/22/99 at 09:03 AM
Category: A basic Netview engagement
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Here's a sample Statement of Work for the implementation and customization
of Netview for AIX and Nways Manager for AIX. I've done a lot of these over
the
last couple of years, so the task list and the customer responsibility list
have grown
rather detailed. I usually do a one-week engagement, but frequently do two
weeks,
rarely more. It depends on the skill level of the customer, how much time
they want to devote to it up front, and the complexity of what they are
managing. It does NOT save time or money to have the customer do work on
the system before I arrive. I am band 8, $240/hour plus expenses and
these are always written as hourly contracts.
More information for customers:
Product support:
__ AIX support: call 1800-CALLAIX
__ Tivoli Framework and Netview support: register at www.tivoli.support.com
for electronic support, or call 1800-TIVOLI8
__ Nways Manager for AIX support: Call 1800-CALLAIX, ask for help with
Nways and/or visit
http://www.networking.ibm.com/support/products.nsf/support/home?OpenDocument
Education:
__ Education is available from Tivoli for Netviewt. See
http://www.tivoli.com
The course is called TME 10 Netview for Unix for Implementers.
__ Education is available from IBM for this product. See
http://www-3.ibm.com/services/learning/edushome.htm and use the searchword
Nways.
You will see a few Nways classes inlcuding SX251 Using Nways Manager for
AIX.
Redbooks:
__ Redbooks SG24-4515 Examples of Using Netview for AIX V4 and SG24-4398
IBM Systems Monitor: Anatomy of a Smart Agent are available from IBM
and still relevant. See http://www.redbooks.ibm.com
__ Redbook SG24-5285 Integrated Management Solutions Using Netview V5.1
came out 3/99. See http://www.redbooks.ibm.com
__ The redbook SG24-5302 Network Management Using Nways Management
Applications
came out 3/99. See http://www.redbooks.ibm.com
============== sample sow for customer xxx ============================
Statement of work
1.0 Project Scope
IBM will assist xxx with the installation and customization of Netview for
AIX under the terms and conditions of the IBM Customer Agreement - Project
Support Services #xxx (Agreement).
2.0 Key Assumptions
This Statement of Work and IBM's estimates are based on the following key
assumptions. Changes to these assumptions may result in modifications to
the schedule or price.
1. All work will be performed during normal IBM business hours, Monday
through
Friday, 8:00AM to 5:00PM, except IBM holidays, unless mutually agreed upon.
2. All tasks will be performed during the duration of this contract on a
mutually agreed to schedule.
3. All items required for the installation are available and on site.
4. Additional Skills instruction is available at an additional charge.
5. This contract is for services only. Required hardware and software are
not included.
6. Telephone support after completion of this Statement of Work is not
included.
Additional support is available through normal IBM support channels.
3.0 IBM Responsibilities
IBM will provide a Services Specialist to perform the following tasks:
1. Administer changes to the Statement of Work (SOW), and participate,
along with the xxx Project Manager, in the review, estimation and
evaluation of such changes.
2. Install and/or upgrade AIX V4.x to latest PMP level on the RS/6000
system.
3. Install Netview for AIX V5.1 and Tivoli Framework prerequisites on
RS/6000 system.
4. Upgrade Netview to latest service level if applicable.
5. Customize the discovery process, ensuring that all the desired
devices (and only the desired devices) are on the map.
6. Design and customize the map(s) to logically represent the managed
network in the manner most suited to the operator's responsibility.
7. Install selected components of Nways Manager for AIX.
8. Verify remote access to Netview and Nways functions.
9. Document and implement housekeeping procedures for the databases.
10. Optimize the performance of Netview for AIX given the hardware it is
on and the size of the network it is monitoring.
11. Enable the special handling of selected events with the Ruleset Editor.
12. Configure multiple levels of access for different kinds of users.
13. Explore event customization and the Ruleset Editor.
14. Explore the collection of baseline performance data for selected
network devices with Netview.
15. Explore threshold monitoring of the performance of selected network
devices with Nways JPM.
16. Explore creating MIB applications.
17. Explore the built-in network diagnostic tools.
18. Establish backup/restore procedures for the system.
4.0 xxx Responsibilities
IBM's performance is predicated upon the following responsibilities
being fulfilled by the xxx.
1. Prior to the start of this Statement of Work, xxx will designate a
Project
Manager to whom all IBM communications will be addressed. The
responsibility of the Project Manager will be to:
a) Serve as the interface between IBM and all xxx departments
participating in this project.
b) Attend all project status review meetings and provide appropriate
feedback to the IBM Services Specialist so that everyone agrees on
the results achieved to date and the actions to be taken during the
next period.
c) Implement the recommendations identified during this project.
d) In conjunction with the IBM Services Specialist, administer changes
to
the SOW.
e) Help resolve project issues and escalate issues within the xxx
organization.
f) Provide report reproduction as required.
2. If this network management station is to be part of a Tivoli
management project, the
Tivoli Management Server must be installed on another system before
this project begins.
3. Verify that the code on iBM network devices are at current, supported
levels.
4. Provide up to three people to receive skill transfer:
- a person responsible for the customization and support of the
management station
- a person responsible for using the management station to manage the
network
- a person with in-depth knowledge of the network
These may all be the same person. At least one of these people should be
dedicated
for the duration of the engagement.
5. Provide an overview of the network in the form of drawings, lists of
addresses, etc.
We will also require the correct community strings for all devices to
be managed.
6. Verify that devices are discovered correctly, and take ownership of
network
anomalies as Netview uncovers them.
7. Provide licensed software: AIX V4.x (4.3 is current), Netview for Unix
V5.1 and the
prerequisites TME 10 Framework 3.2 or 3.6.
8. Verify the supported levels of all third-party software.
9. Provide the hardware, with CD, graphical monitor and network
connectivity. The
size and configuration of the boxes should be reviewed beforehand.
10. Provide a working tape drive or other mechanism for making system
backups.
11. Provide suitable workspace for the IBM Services Specialist with
telephone
access and an additional analog phone line.
12. Provide IBM personnel free and clear access to the system, location,
and
environment. This includes root access to the management station, and
access
to a root administrator?s desktop on the TMR server if that is a
different box.
13. Provide any changes to written plans in writing to the IBM
representative.
5.0 Completion Criteria
IBM shall have fulfilled its obligations under this Statement of Work when
any one of the following first occur
1. IBM provides the deliverables described in section 6.0
Deliverables.
2. IBM provides the specified number of hours.
3. The contract reaches the estimated end date as specified on the
Signature page.
4. xxx or IBM terminates the Project in accordance with the terms of
the
IBM Customer Agreement.
6.0 Deliverables
The following materials will be delivered to xxx as part of this
engagement. Deliverables will be considered
Type II Materials as specified in the IBM Customer Agreement.
1. Documentation of software levels and fixes applied
2. Documentation of files created or modified
3. Documentation of all settings configured.
4. Documented procedures for database maintenance
7.0 Schedule and Professional Fees
IBM is prepared to begin this engagement on xxx 1999 with an estimated
completion date of xxx 1999.
The estimated charges for this service is $xxx plus any travel and
out-of-pocket
expenses billed at actual cost. The estimated charges are based on up to
xxx
hours of service at a rate of $xxx per hour, plus applicable taxes. This
is subject
to change under the terms and conditions of the IBM Customer Agreement
(ICA). Work performed outside normal IBM business hours may be subject to
additional fees if mutually agreed upon. You will be invoiced monthly. IBM
invoices are payable upon receipt.
8.0 Year 2000 Responsibilities:
The Services described in this Statement of Work do not address the
capability
of your systems to handle date data within and between the twentieth and
twenty-first
centuries. You acknowledge that it is your responsibility to assess your
current
systems and take appropriate action to migrate to Year 2000 ready systems.
9.0 Project Change Control
The following provides the process to follow if a change to this statement
of work is required:
1. A Project Change Request (PCR) will be the vehicle for communicating
change. The PCR must describe the change, the rationale for the change, and
the effect the
change will have on the project.
2. The designated Project Manager of the requesting party will study the
proposed change and determine whether to submit the request to the other
party.
3. Both Project Managers will study the proposed change and approve it
for
further investigation or reject it. IBM will specify any charges for such
investigation. If the
investigation is authorized, the Project Managers will sign the PCR which
will constitute
approval for the investigation charges. The investigation will determine
the effect that the
implementation of the PCR will have on the price, schedule, and other terms
and conditions
of the Agreement.
4. A written Change Authorization must be signed by both parties to
authorize
implementation of the investigated changes.
=============== end sample sow ===================================
...........................
Cordially,
Leslie A. Clark
IBM Global Services - Systems Mgmt & Networking
(248) 552-4968 Voicemail, Fax, Pager
...........................
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