Statement of Work (SOW)
Service Overview
Deterministic operations focus on bringing more certainty to digital transformation. It helps minimize risks by coordinating high-quality development and well-designed O&M process. Technologies are used to get errors, impacts, and recovery time down to a controllable and acceptable level.
Deterministic operations evaluation, planning, and design are developed on Huawei Cloud SRE best practices to help customers establish deterministic O&M systems for O&M transformation.
|
Scenario |
Customer Pain Points |
Huawei Cloud Opportunity |
Customer Benefits |
|---|---|---|---|
|
Non-standard O&M system |
|
Customers have no O&M management system. We can help them build a standard O&M system. |
Customers can move forward with an orderly and standard O&M system. This helps them reduce dependencies on personnel skills, improve operations efficiency, lower O&M costs, and minimize O&M risks. |
|
Transformation from standard O&M system to SRE |
|
Customers have built a standard O&M system and need to transform to SRE. We can help them plan, design, and start SRE transformation in terms of organization, processes, tools, and capabilities. |
|
|
Deterministic operations |
|
The customers' O&M organizations have built SRE capabilities in a narrow sense. SRE capabilities in a broad sense need to be carried out in the R&D team to streamline deterministic operations. |
|
|
Digital transformation |
|
Customers' O&M capabilities are insufficient. We can help them diagnose the O&M statuses, identify pain points and challenges in each domain, and propose optimization policies from the perspectives of O&M organization, process, tool, technical capabilities, and measurement metrics. |
Customers can understand their key issues and O&M statuses with the help of deterministic operations and industry best practices to establish deterministic operations objectives and build systematic O&M optimization strategies. |
Service Content
- About the deterministic operations planning service
Service Item
Service Content
Application Scenario
O&M digital transformation diagnosis for small- and medium-sized enterprises (basic edition) - Asia Pacific, Russia, and Latin America (excluding Brazil)
Conduct interviews and surveys on customers' O&M statuses, diagnose their O&M systems based on multi-domain standards, models, and industry SRE practices, formulate optimization policies, and output survey and diagnosis reports.
- Customers have an IT department consisting of 50 employees or less and no more than 10 associated business departments.
- They have seen an increase in complexity and uncertainty in their O&M systems.
- The customers' existing O&M capabilities cannot meet the growing requirements for availability with the advancement of enterprise digital transformation.
O&M digital transformation diagnosis for small- and medium-sized enterprises (professional edition) - Asia Pacific, Russia, and Latin America (excluding Brazil)
Conduct surveys on customers' O&M statuses, evaluate their O&M system maturity, diagnose their O&M systems based on multi-domain standards, models, and industry SRE practices, formulate optimization policies, and output survey, maturity evaluation, and diagnosis reports.
- Customers have an IT department consisting of 50 employees or less and no more than 10 associated business departments.
- They have seen an increase in complexity and uncertainty in their O&M systems.
- The customers' existing O&M capabilities cannot meet the growing requirements for availability with the advancement of enterprise digital transformation.
Deterministic operations evaluation and planning for medium-sized enterprises (basic and mandatory) - Asia Pacific, Russia, and Latin America (excluding Brazil)
Conduct interviews and surveys on customers' O&M statuses, evaluate customers' O&M system maturity, give suggestions based on gap analysis, and output overall O&M system planning and evolution roadmap based on the diagnosis and analysis results for enterprises' custom deterministic O&M systems.
- Customers have an IT department consisting of 20 to 50 employees and no more than 10 associated business departments.
- There are no strictly defined process roles and responsibilities in these customers' O&M systems.
- The customers operate and maintain their systems based on personal experience and driven by events. They use some siloed tools which bring them low O&M efficiency.
Deterministic operations evaluation and planning for large enterprises (basic and mandatory) - Asia Pacific, Russia, and Latin America (excluding Brazil)
Conduct interviews and surveys on customers' O&M statuses, evaluate customers' O&M system maturity, give suggestions based on gap analysis, and output overall O&M system planning and evolution roadmap based on the diagnosis and analysis results for enterprises' custom deterministic O&M systems.
- Customers have an IT department consisting of over 50 employees and more than 10 associated business departments.
- There are no strictly defined process roles and responsibilities in these customers' O&M systems.
- The customers operate and maintain their systems based on personal experience and driven by events. They use some siloed tools which bring them low O&M efficiency.
O&M digital transformation diagnosis for small- and medium-sized enterprises (basic edition) - Europe, Africa, Brazil, the Middle East
Conduct interviews and surveys on customers' O&M statuses, diagnose their O&M systems based on multi-domain standards, models, and industry SRE practices, formulate optimization policies, and output survey and diagnosis reports.
- Customers have an IT department consisting of 50 employees or less and no more than 10 associated business departments.
- They have seen an increase in complexity and uncertainty in their O&M systems.
- The customers' existing O&M capabilities cannot meet the growing requirements for availability with the advancement of enterprise digital transformation.
O&M digital transformation diagnosis for small- and medium-sized enterprises (professional edition) - Europe, Africa, Brazil, the Middle East
Conduct surveys on customers' O&M statuses, evaluate their O&M system maturity, diagnose their O&M systems based on multi-domain standards, models, and industry SRE practices, formulate optimization policies, and output survey, maturity evaluation, and diagnosis reports.
- Customers have an IT department consisting of 50 employees or less and no more than 10 associated business departments.
- They have seen an increase in complexity and uncertainty in their O&M systems.
- The customers' existing O&M capabilities cannot meet the growing requirements for availability with the advancement of enterprise digital transformation.
Deterministic operations evaluation and planning for medium-sized enterprises (basic and mandatory) - Europe, Africa, Brazil, the Middle East
Conduct interviews and surveys on customers' O&M statuses, evaluate customers' O&M system maturity, give suggestions based on gap analysis, and output overall O&M system planning and evolution roadmap based on the diagnosis and analysis results for enterprises' custom deterministic O&M systems.
- Customers have an IT department consisting of 20 to 50 employees and no more than 10 associated business departments.
- There are no strictly defined process roles and responsibilities in these customers' O&M systems.
- The customers operate and maintain their systems based on personal experience and driven by events. They use some siloed tools which bring them low O&M efficiency.
Deterministic operations evaluation and planning for large enterprises (basic and mandatory) - Europe, Africa, Brazil, the Middle East
Conduct interviews and surveys on customers' O&M statuses, evaluate customers' O&M system maturity, give suggestions based on gap analysis, and output overall O&M system planning and evolution roadmap based on the diagnosis and analysis results for enterprises' custom deterministic O&M systems.
- Customers have an IT department consisting of over 50 employees and more than 10 associated business departments.
- There are no strictly defined process roles and responsibilities in these customers' O&M systems.
- The customers operate and maintain their systems based on personal experience and driven by events. They use some siloed tools which bring them low O&M efficiency.
- About the deterministic operations design service
Service Item
Service Content
Application Scenario
O&M organizational structure design for medium-sized enterprises- Asia Pacific, Russia, and Latin America (excluding Brazil)
Design organizational structures and job responsibilities based on O&M Research and Analysis Report and Overall Planning and Evolution Roadmap for Deterministic Operations for implementing deterministic O&M capabilities.
- Customers have an IT department consisting of 20 to 50 employees and no more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package based on the basic package's content and their requirements.
O&M organizational structure design for large enterprises - Asia Pacific, Russia, and Latin America (excluding Brazil)
Design organizational structures and job responsibilities based on O&M Research and Analysis Report and Overall Planning and Evolution Roadmap for Deterministic Operations for implementing deterministic O&M capabilities.
- Customers have an IT department consisting of over 50 employees and more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package based on the basic package's content and their requirements.
O&M process design for medium-sized enterprises - Asia Pacific, Russia, and Latin America (excluding Brazil)
Design seven sets of O&M processes and regulations that meet customers' requirements in a detailed manner, including change management, monitoring alarm (including on-call management), event management (including WarRoom), backtracking improvement management, issue management, capacity management, and delivery transfer-to-maintenance.
- Customers have an IT department consisting of 20 to 50 employees and no more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package.
O&M process design for large enterprises - Asia Pacific, Russia, and Latin America (excluding Brazil)
Design seven sets of O&M processes and regulations that meet customers' requirements in a detailed manner, including change management, monitoring alarm (including on-call management), event management (including WarRoom), backtracking improvement management, issue management, capacity management, and delivery transfer-to-maintenance.
- Customers have an IT department consisting of over 50 employees and more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package.
O&M organizational structure design for medium-sized enterprises - Europe, Africa, Brazil, the Middle East
Design organizational structures and job responsibilities based on O&M Research and Analysis Report and Overall Planning and Evolution Roadmap for Deterministic Operations for implementing deterministic O&M capabilities.
- Customers have an IT department consisting of 20 to 50 employees and no more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package based on the basic package's content and their requirements.
O&M organizational structure design for large enterprises - Europe, Africa, Brazil, the Middle East
Design organizational structures and job responsibilities based on O&M Research and Analysis Report and Overall Planning and Evolution Roadmap for Deterministic Operations for implementing deterministic O&M capabilities.
- Customers have an IT department consisting of over 50 employees and more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package based on the basic package's content and their requirements.
O&M process design for medium-sized enterprises - Europe, Africa, Brazil, the Middle East
Design seven sets of O&M processes and regulations that meet customers' requirements in a detailed manner, including change management, monitoring alarm (including on-call management), event management (including WarRoom), backtracking improvement management, issue management, capacity management, and delivery transfer-to-maintenance.
- Customers have an IT department consisting of 20 to 50 employees and no more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package.
O&M process design for large enterprises - Europe, Africa, Brazil, the Middle East
Design seven sets of O&M processes and regulations that meet customers' requirements in a detailed manner, including change management, monitoring alarm (including on-call management), event management (including WarRoom), backtracking improvement management, issue management, capacity management, and delivery transfer-to-maintenance.
- Customers have an IT department consisting of over 50 employees and more than 10 associated business departments.
- They need to buy the basic package before purchasing this incremental package.
Prerequisites
- The customer should apply for this service at least 20 working days in advance so that Huawei can evaluate the customer's requirements and coordinate deterministic operations consultants.
- Before the project starts, the customer shall provide necessary facilities to Huawei's project team, including office seats, meeting rooms, Internet facilities, telephone or videoconferencing facilities that work properly, projectors, and whiteboards.
- After Huawei undertakes the service, the customer should provide necessary survey time and related materials to assist Huawei in carrying out the consulting and survey.
- All work records and documents of this project will be provided based on Party A's requirements. The electronic documents submitted are in Microsoft Word, Microsoft PowerPoint, and Microsoft Excel formats.
Service Scope
- Supported Services
-
Services Included in Deterministic Operations Planning Service
- Interviews and surveys on customers' O&M statuses
- Comprehensive evaluation of customers' O&M system maturity
- Suggestions given based on gap analysis
- Overall O&M system planning and evolution roadmap based on the diagnosis and analysis results for enterprises' custom deterministic O&M systems
- Services Included in Deterministic Operations Design Service
- Organizational structure and job responsibility design based on O&M Research and Analysis Report and Overall Planning and Evolution Roadmap for Deterministic Operations
- Custom seven sets of O&M processes and regulations for enterprises to implement deterministic operations capabilities
-
- Unsupported Services
This service is only responsible for the deterministic operations planning and design service that is determined in the contract or purchased on the order placement page of the official website. Services related to implementation preparation and deployment are not included. Such services include but not limited to O&M people-job matching, O&M process incorporation into ITSM tools, and more.
- Marketable Regions
This service can be sold in regions outside the Chinese mainland.
Delivery Process
- Service request submission
- Requirement communication and confirmation
- Huawei organizes experts to learn about and evaluate the customer's requirements.
- Huawei confirms the service scope and delivery objectives with the customer.
- Confirmation on the order
- Huawei configures services based on the customer requirements.
- Huawei prepares a formal implementation plan after the customer successfully places an order.
- Service consulting and implementation
- The project is officially initiated.
- Huawei prepares project acceptance materials and deliverables.
- Service acceptance
- The customer signs the Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report or confirms acceptance on the Huawei Cloud official website.
- The project has been accepted.
Deliverables
- For the deterministic operations planning service
Service Item
Deliverable
Acceptance Report
O&M digital transformation diagnosis (basic edition)
O&M Research and Analysis Report
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
O&M digital transformation diagnosis (professional edition)
O&M Research and Analysis Report
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
Deterministic operations evaluation and planning for medium-sized enterprises (basic and mandatory)
O&M Research and Analysis Report
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
Overall Planning and Evolution Roadmap for Deterministic Operations
Deterministic operations evaluation and planning for large enterprises (basic and mandatory)
O&M Research and Analysis Report
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
Overall Planning and Evolution Roadmap for Deterministic Operations
- For the deterministic operations design service
Service Item
Deliverable
Acceptance Report
O&M organizational structure design for medium-sized enterprises (incremental package 1)
O&M Organization Detailed Design
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
O&M organizational structure design for large enterprises (incremental package 1)
O&M Organization Detailed Design
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
O&M process design for medium-sized enterprises (incremental package 2)
O&M Process Detailed Design
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
O&M process design for large enterprises (incremental package 2)
O&M Process Detailed Design
Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report
Responsibility Matrix
- Shared Responsibilities
- Huawei's Responsibilities
- Develop a service plan and quotation based on the service items for customers to review and confirm.
- Implement the service as planned, prepare deliverables, and submit the deliverables in time. If there is any dispute, optimize the deliverables based on friendly negotiation between the two parties.
- Export deliverables based on the selected service items.
- Customer's Responsibilities
- Focus on meeting project delivery requirements and gather feedback from management personnel and key business departments.
- Assign a project owner to assist Huawei Cloud consultants to ensure smooth project implementation. The owner should be responsible for the coordination of both parties and work with the Huawei project manager to manage the project change control process.
- Coordinate and arrange project stakeholders to cooperate with project implementation and participate in project meetings, interviews, and seminars. If the customer's activities during consulting involve a third party on the customer side, the customer must negotiate with the third party and assist the consultant in solving problems.
- Provide the complete information and materials required by the project in a timely manner according to Huawei's requirements.
- After Huawei provides deliverables, organize related parties to review and accept the deliverables in a timely manner.
- Responsibility Matrix
The following table provides responsibility matrix examples and can be modified as needed.
R: responsible; S: supportive.No.
Process
Content
Huawei
Customer
1
Kick-off meeting
Communicate with customer's project leader (team) to identify requirements, expectations, processes, content, deliverables, and stakeholders, and develop work plans.
R
S
2
Concept introduction
Introduce the concepts of deterministic operations.
R
S
3
Status survey
Carry out an overall research on the customer's O&M statuses through interviews and surveys, identify pain points and challenges in each domain, collect and summarize relevant documents, and record the understanding of the statuses.
R
S
4
Status survey and confirmation
The customer confirms the status survey result.
S
R
5
Analysis and evaluation
Comprehensively evaluate the customer's O&M system maturity, set deterministic operations goals based on the maturity evaluation results, and analyze gaps between the current O&M status and the deterministic operations objectives and domains for improvement.
R
S
6
Analysis, evaluation, and confirmation
The customer confirms the analysis and evaluation report.
S
R
7
Milestone 1: O&M Research and Analysis Report acceptance report
The customer confirms the solution within seven working days. If there is no objection, the acceptance is complete after the milestone 1 Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report is signed.
S
R
8
High-level overall blueprint planning and evolution roadmap
Illustrate the O&M organizational structure, process specifications, tool system, deterministic operations capabilities, top-level blueprint planning of the measurement architecture, and evolution roadmap in the next one to three years.
R
S
9
Milestone 2: Overall Planning and Evolution Roadmap for Deterministic Operations acceptance report
The customer confirms the solution within seven working days. If there is no objection, the acceptance is complete after the milestone 2 Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report is signed.
S
R
10
Detailed design of O&M organizational structure
Help customers with organizational structure and job responsibility design based on O&M Research and Analysis Report and Overall Planning and Evolution Roadmap for Deterministic Operations.
R
S
11
Milestone 3: O&M Organization Detailed Design acceptance report
The customer confirms the solution within seven working days. If there is no objection, the acceptance is complete after the milestone 3 Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report is signed.
S
R
12
Detailed design of the O&M process
Design seven sets of O&M processes and regulations that meet customers' requirements in a detailed manner, including change management, monitoring alarm (including on-call management), event management (including WarRoom), backtracking improvement management, issue management, capacity management, and delivery transfer-to-maintenance.
R
S
13
Milestone 4: O&M Process Detailed Design acceptance report
The customer confirms the solution within seven working days. If there is no objection, the acceptance is complete after the milestone 4 Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report is signed.
S
R
Acceptance Criteria
The consulting team will output deliverables based on the customer's order. After the deliverables are completely submitted, the customer confirms the solution within seven working days. If there is no objection, the acceptance is complete after the Huawei Cloud Deterministic Operations Planning and Design Service Acceptance Report is signed. If Huawei does not receive any written feedback from the customer within seven working days after the deliverables are submitted to the customer, the deliverables are deemed to have been accepted.
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