Deploy Ace An Application Deployment Methodology Version 1.1

1. Anifa ICT Management Consulting& Projects Deploy AceAn Application Deployment MethodologyVersion 1.1 Tel +32(0)16235124 Cell +32(0)473715939 Mail anifa@skynet.be Web users.skynet.be/anifa

2. Deployment Overview Note: This is not a strict time schedule, activities may overlap, Global activities For each local sites, starting with pilot Set up Deployment Charter Install Deployment Organisation Prepare Global Deployment Resources Prepare Local Deployment Deploy Applications BU Executive: Objectives & rationales Starting points & constraints Scope Deployment concept Organisation outline Change management Risk analysis BU Executive: Assign global & local sponsors Install global deployment team Global Deployment Team: Install local deployment teams Global IT Mgr: Define IT support structure Define generic IT support levels Set up IT investment plan Instructors: Compose application user guide Prepare training scenarios Lay out a standard training plan Train key users Set up central / local application helpdesk Global IT Mgr: Compose IT Support Guide Implement changes for application production Local Deployment Team: Training Context Prepare training Define migration plan to new application Align application, local business processes & organisation Local IT Mgr: Set up local training infrastructure Set up local IT Support Level Agreement Local Deployment Team: Manage local deployment Implement new applications Validate local deployment Closure meeting Key Users : Train Users Local IT Mgr: Manage IT part of local deployment Anifa bvba-sprl ICT Management Consulting & Projects Tel +32(0)16235124 Cell +32(0)473715939 Mail anifa@skynet.be Web users.skynet.be/anifa

3. Set up Deployment Charter BU Executive (this and following similar headers indicate the responsible role – who occasionally can be the performer himself Objectives & Rationales Goal of deploying this application: innovation, efficiency, customer intimacy, market share increase,… Explain how goals fit with company’s mission, strategy and culture Starting Points & Constraints Global & local (per site): Existing applications and business processes Available resources (internal and external): management, users, IT, consultants,…) Deployment schedule and milestones, including sequence and time period of site deployments Budget envelope Scope Business Units, Countries, Legal Entities or sites concerned External stakeholders involved (clients, suppliers,…) Affected business processes Roles involved Deployment Concept High-level description of application architecture: client-server, asp, web services, data bases, application integration,… Connections with and usage of existing IS environment and IT infrastructure Specific aspects of big vs. small sites Way of deploying – summary description of steps plan Organisation Outline Outline of global deployment organisation Outline of standard local organisation – possibly specific for big vs. small sites For each organisation level: Roles and responsibilities, tasks, decision making, deliverables, meeting frequency or dates, specific requirements for kick-off meetings Establish requirements for IT Support Emphasis on business ownership of application and deployment programme – and on crucial role of sponsors Change Management Alignment with existing structure and culture Assessment of stakeholders’ involvement Importance of pilot project and learning process Communication Plan: Communication Officer, channels, communication content, frequency of updates,… Participation of (Key) Users in deployment programme activities: advice, ad-hoc or full participation Allowance and limits for procedure changes during course of programme Risk Analysis Description of risk categories: programme organisation, information technology infrastructure, information systems, business organisation and processes, systems administration, quality levels, user acceptance For each category and instance: nature of risk, probability it will occur, quantified impact on project and business, possible remediation procedures (avoid risk, lower impact, do nothing). Anifa bvba-sprl ICT Management Consulting & Projects Tel +32(0)16235124 Cell +32(0)473715939 Mail anifa@skynet.be Web users.skynet.be/anifa

4. Install Deployment Organisation BU Executive Assign Global & Local Sponsors Sponsors preferably selected from executive level. Should represent leading opinion and have full decision power regarding deployment programme. Install Global Deployment Team Chairman: Global Sponsor Team Leader: appointed by chairman Members: Managers of departments concerned, Global Controller, Global Communication Officer, Instructors, Global IT Manager, Local Sponsors Tasks: Hold kick-off meeting, select Instructors amongst early project participants, set up meeting calendar, amend/approve Deployment Charter, define quantitative key performance indicators (KPIs) and targets, plan the programme, monitor programme proceedings and budget usage, approve deliverables, propose/approve programme changes, Go / No go decisions, handle escalation cases, report on performance (KPIs), communicate goal, effect, progress, achievements and outlook (newsletter, web pages), define global and local acceptance procedures, obtain global acceptance Global IT Manager Define IT Support Structure Assign staff for global deployment support Assign local deployment support staff in consultation with Local IT Managers Identify global and local contact persons Define Generic IT Support Levels Compose Support Level Agreement to meet performance requirements (KPIs), considering specific needs of different local user categories (administrative, sales, production,…) Set up IT Investment Plan Make IT cost estimates for deployment and production: network, servers, PCs, software, tools, IT staff training and helpdesk Global Deployment Team Install Local Deployment Teams in consultation with Local Sponsor Chairman: Local Sponsor Team Leader: appointed by chairman Members: Managers of departments concerned, Local Controller, Local Communication Officer, Local IT Manager, Key Users Tasks: Hold kick-off meeting, select Key Users, set up meeting calendar, complete Deployment Charter with local requirements, derive local KPIs and targets from global, manage local Deployment project, approve deliverables, propose/approve local project changes, report on KPIs, communicate local goal, effect, progress, achievements and outlook (local channels), obtain local acceptance Anifa bvba-sprl ICT Management Consulting & Projects Tel +32(0)16235124 Cell +32(0)473715939 Mail anifa@skynet.be Web users.skynet.be/anifa

5. Prepare Global Deployment Resources Instructors Compose Application User Guide For Users: Application context, processes & workflows, use of application functions, security procedures, helpdesk, performance levels For Key Users: Managing administrative data, such as users, roles, access rights and organisation structure; application change request procedures and application version management Form: Paper version, electronic version, on-line help function Prepare training scenarios Work out a set of business cases covering both operational and administrative activities, and compose related training scenarios Lay out a standard training plan Define roles, tasks, training schedule, required resources, infrastructure and IT support Key Users need to learn all application functions, while other Users’ training can be focused on their individual tasks Train Key Users At central facilities or remote by computer-based training (CBT) Presentation of standard training plan, presentation of application, introduction to Application User Guide, hands-on training using scenarios Provide personal copies of all training documents Set up central / local application helpdesk Work out helpdesk procedures and organisation (central only or local first line and central second line) Publish help desk services: access (telephone, e-mail), availability windows, service levels Global IT Manager Compose IT Support Guide Describe application architecture, integration with other applications, change requests’ impact on IT Procedure for application performance level monitoring and troubleshooting (response time, number of concurrent users, availability windows) Procedure for application (re)start and shutdown Procedure for application and database back-up and restore Include application data in vault data safeguard procedures and in disaster recovery procedure Application-specific IT help desk procedures, linked to application helpdesk Implement changes for application production, in consultation with Local IT Managers Update data communication network capacity and architecture or install new solutions,… Update server (central / local) and PC capacity Install required software (Citrix, adequate browser version, client application software,…) Extend or add tools for monitoring, security, backup, etc. Train IT staff in performing new procedures and using new tools (central / local) Take up application-specific items in IT helpdesk procedures (central / local) Anifa bvba-sprl ICT Management Consulting & Projects Tel +32(0)16235124 Cell +32(0)473715939 Mail anifa@skynet.be Web users.skynet.be/anifa

6. These activities are customised and performed for each local site, starting with a pilot site to prototype-test the procedures, resources and tools Prepare Local Deployment Local Deployment Team Training context Training to be performed by Key Users, preferably at local premises, with hands-on exercises, using classical methods or assisted CBT (computer-based training) Users need an overall knowledge of the application but have to be trained thoroughly for their specific roles and tasks only Prepare training Lay out a local training schedule, based on the standard training plan Select scenarios relevant to each user group, pre-enter required descriptive data (user profiles, access rights, application master data) in application training database Secure availability of Key User(s) who will provide training, send invitations to Users concerned, reserve room with training equipment (flip chart, beamer, PCs, etc.), request IT support for PC installation and connection, have personal copies of all training documents printed Alternative: provide personalised CBT with Key User assistance Define migration-to-new-application plan Inventory existing information (in databases and documents) Elaborate a migration plan and method (parallel run, incremental migration, cut-over,…) Align application, local business processes and organisation Integrate application function workflow in local business processes Adapt local processes if required Local IT Manager Set up local training infrastructure Allocate PCs with required application and communication software Install PCs in training room and connect them to the application server (local, network of web) Install training environment on local server Set up Local IT Support Level Agreement Adapt Generic Support Levels to local capabilities and constraints Kick-off meeting with Local Support Team Anifa bvba-sprl ICT Management Consulting & Projects Tel +32(0)16235124 Cell +32(0)473715939 Mail anifa@skynet.be Web users.skynet.be/anifa

7. These activities are customised and performed for each local site, starting with a pilot site to prototype-test the procedures, resources and tools Deploy Applications Local Deployment Team Manage local deployment Organise and preside Local Deployment Team meetings Follow up deployment activities and availability of staff and resources Introduce training sessions and coach Key Users Evaluate achievements and report on KPIs Implement new applications Install new applications on global & local level Perform migration according to plan and method Enter descriptive data for production (user profiles, access rights, application master data) Start up new application Validate local deployment Check validity of deliverables Obtain acceptance from local (key) users Request acceptance validation from local executives Closure meeting Compose and present close-off report Start up application support processes Key Users Train Users Presentation of adapted training plan, presentation of application, introduction to Application User Guide, explanation of scenarios and descriptive data, hands-on practice Provide personal copies of all training documents Local IT Manager Manage IT part of deployment Provide IT helpdesk support during training sessions Follow up IT-related deployment activities and availability of staff and resources Evaluate achievements and report on IT-related KPIs (e.g. response times, availability of application, etc. Start up application-bound IT support processes Anifa bvba-sprl ICT Management Consulting & Projects Tel +32(0)16235124 Cell +32(0)473715939 Mail anifa@skynet.be Web users.skynet.be/anifa