Microsoft Software Assurance

Microsoft Dynamics CRM Deployment Planning

Services

Work Order
IMPORTANT MESSAGE TO PARTNERS: Use this template as a guide in defining your Planning
Services engagement with your Software Assurance customer. This template is provided as
guidance only for your Microsoft Planning Services consulting engagements. While it is not
required to use this template, it is highly recommended you provide the customer a clear
understanding of what is included in this engagement.

1.
2.
3.
4.
5.
6.
7.

Prepared for

Prepared by

{Customer Company}

{Partner}

Customer Name

Name

Customer Title

Title

{Date}

Microsoft Dynamics CRM

Place the cursor in front of {Customer Company} or {Partner}.

Deployment Planning Services
Type the actual Customer and/or Partner name.
Version
Partner
Delete {Customer Company} and/or {Partner}.
Do not simply select {Customer Company} or {Partner} and then write the actual names as
the updates to the rest of the document might not work
Press CTRL A and then F9.
Select Update entire table and OK in the pop up box that appears.
All instances of {Customer} and {Partner} will now be updated with the new names

Microsoft Dynamics CRM DPS Work Order

Table of Contents

Objectives............................................................................................................................... 2
Scope and Approach................................................................................................................ 4
Service Areas within Scope................................................................................................. 4
Service Areas Out of Scope................................................................................................. 8
Key Service Deliverables..................................................................................................... 8
Project Roles and Responsibilities.......................................................................................... 10
General Customer Responsibilities........................................................................................11
Project Assumptions.............................................................................................................. 12
[Right-click on table of contents to UPDATE FIELD.][Again, DO NOT DELETE SECTION BREAK between the chosen table
of content and the body of the document!]
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remove the page breaks.]

Software Assurance | Planning Services Work Order

Microsoft Dynamics CRM DPS Work Order

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Software Assurance | Planning Services Work Order

Microsoft Dynamics CRM DPS Work Order

Objectives
This Work Order reflects the required activities, requirements and duration of the services Error: Reference source not
found will perform for Error: Reference source not found as part of the Microsoft Dynamics CRM Deployment Services
Engagement that was chosen by the customer according to the table below:

Activity

Pre-engagement
Assessment

3 days

5 days

10 days

Educate &
Assess Top
Requirements
& Processes

Plan CRM
Implementation
Architecture

Showcase &
Validate
Customer
Benefits

Supporting Documents

Pre-Engagement
Requirements Questionnaire
CRM

Microsoft
Dynamics CRM
Overview

Microsoft Dynamics
CRM_TDM Deck
Microsoft Dynamics
CRM_BDM Deck

Requirements &
Process Review

Requirements & Process

Review Final Report_CRM

Scoping Assessment
Report_CRM
Dynamics Costing
Worksheet

Fit Gap Analysis

Worksheet_CRM
High-Level Solution
Architecture Report_CRM

Accelerators for
Microsoft Dynamics CRM

Scoping
Assessment

High-level estimate
of cost, resources &
timeline

High-Level
Solution
Architecture

Proof of Concept
(online or onprem)

Required
Deliverable for
Payment

Requirements &
Process Review
Final Report

High-Level
Solution
Architecture
Report

PoC Results & MSCRM Implementation

Recommendatio Guide
ns
MSCRM Migration Manager

Error: Reference source not found will provide a Microsoft Dynamics CRM Deployment Planning Services Engagement
which include the offering below:
Only include the sub-Offering text bullet points below for those sub-Offerings which are in the scope of the services
that you will be providing according to required activities of the length of the engagement you will deliver the
customer

Software Assurance | Planning Services Work Order

Microsoft Dynamics CRM DPS Work Order

Pre-engagement assessment including pre-engagement questionnaire filled up by the Error: Reference source not
found and reviewed and analyzed by Error: Reference source not found as a preparation to the Requirement and
Process review workshop.

Microsoft Dynamics CRM Overview workshop review of the relevant Dynamics CRM benefits and feature
considering the pre-engagement assessment.

Requirements and Process Review: Identifies or reviews the high-level requirements and analyzes selected
business processes that should be in the scope of a potential deployment of Microsoft Dynamics CRM.

Architecture Assessment: Designed to provide you with an assessment of and guidance for the production
infrastructure regarding a potential deployment of a Microsoft Dynamics CRM solution.

Scoping Assessment: Designed to provide you with the high-level scope and outline for how to approach and
implement the recommended requirements for a potential deployment of a Microsoft Dynamics CRM solution,
including but not limited to an estimation of the high-level cost impact, a high-level project plan, and a discussion
of the potential risks to be considered during your decision-making process.

Proof of Concept: Designed to provide you with demonstration of a partially configured Microsoft Dynamics CRM
solution based on your selected business processes, which pertains to a potential deployment of a Microsoft
Dynamics CRM solution.

Any timelines, dates, and delivery schedules provided here are estimates only and are subject to change.

Software Assurance | Planning Services Work Order

Microsoft Dynamics CRM DPS Work Order

Scope and Approach
Service Areas within Scope
Using a bulleted list, identify specific areas that are in scope for this engagement. This section also includes a
description of the overall project approach, including, by project phase, Microsoft partner responsibilities, Customer
responsibilities, and key deliverables.
Please list activities that the Customer must accomplish during each phase, in addition to any prerequisites that must
be accomplished prior to the beginning of the phase.
Partner will provide the following services:

3 Days Engagement
The following section will be used for the 3-day engagement, consisting of the Assessment phase including preengagement assessment, Dynamics CRM overview and Requirement and Process Review workshops
Partner will provide the Microsoft Dynamics CRM Deployment Planning Services as described below. The Dynamics
CRM Deployment Planning Services are a consulting Solution provided by Partner.
The Solution described in this Work Order delivers an assessment of the customers existing environment that can be
used in planning a deployment. This Solution utilizes Microsoft tools and technologies to provide the necessary
analysis of the customer environment, which may provide a basis for future design, planning, testing and deployment
efforts.
This phase can include two different types of workshops according to the readiness and knowledge of the customer of
Dynamics CRM. List below the relevant workshops you recommend the customer or note that content will be delivered
according to the pre-engagement assessment results.

Gather Pre-Engagement Information

Partner will provide customer with a pre-engagement assessment questionnaire, few days before the engagement
is schedule to start. Partner will require customer to complete and return the questionnaire to us within # days,
along with data regarding existing architectural design deployed at your site.

Partner will analyze the design data provided by customer, as well as your responses to the assessment
questionnaire, and respond with any necessary clarification. If necessary a conference call will be held to close any
open issues.

Dynamics CRM Overview and Requirements and Process Review

Workshops
Gathering and documenting the customers business requirements is an essential activity that is implemented in the
Analysis phase of the Implementation for Microsoft Dynamics CRM. The process involves a series of Requirements
Analysis Workshops that are conducted with the customers subject-matter experts (SMEs), resulting in the customer
requirements being captured and documented.

Workshop
Name

Business Process or
Scenario Covered

Dynamics CRM

List content according to

Required SMEs or Location of

Participants
Workshops

Software Assurance | Planning Services Work Order

Number of
Workshops

Duration
of
Workshop

Microsoft Dynamics CRM DPS Work Order

Overview

customer needs

Requirements
and Process
Review

List content according to

customer needs

Table 4 Requirements analysis scope

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Microsoft Dynamics CRM DPS Work Order

Workshop - Deliverables
Requirements and Process Review
The following review activities will be completed during the Requirements and Process Review workshop:

Review the customer-provided and -prioritized list of high-level functional and integration requirements to be
supported by the implementation of Microsoft Dynamics CRM.

Review the customer provided and prioritized list of high-level business processes to be supported by the
implementation of Microsoft Dynamics CRM.

Review the customer provided high-level integration requirements to be supported by the implementation of
Microsoft Dynamics CRM.

Additional information collected during the requirements and process review workshop, as time allowed, might
include:

Functional requirements and fit or suitability to Microsoft Dynamics CRM

Information about integration and interfaces

Information about data migration

Information about quality and testing

Technical assessment

Infrastructure inventory

Customer pain areas

Infrastructure and non-functional requirements

The Dynamics CRM overview Workshop might include Initial demonstration to client:

Demonstrate the out-of-the-box capabilities of Microsoft Dynamics CRM.

Gather basic information about any desired additional functionality for Microsoft Dynamics CRM that
the customer can readily identify during the demonstration

Document Findings and Recommendations

Develop a Requirements and Process Review Report highlighting the critical and non-critical issues identified
during the review, including recommendations and workarounds where possible.

Produce a final Review Findings presentation summarizing the results of the review, its findings and
recommendations, and next steps.

Any timelines, dates, and delivery schedules provided here are estimates only, and are subject to change.

5 Days Engagement
The following section will be used for the 5-day engagement, consisting of Scoping Assessment and High-Level
Solution Architecture
This phase will be conducted with Error: Reference source not found staff to provide architectural and design
information related to a solution as well as scoping assessment that will provide the customer with details about the
cost, resources and timeline to complete the recommended solution implementation.

Scoping Assessment
Based on the analysis done on the first 3 days of the engagement of customers functional business requirements,
non-functional requirements and proposed solution concept and approach, the partner will provide:

Software Assurance | Planning Services Work Order

Microsoft Dynamics CRM DPS Work Order

Development of a High-Level Costing Worksheet model which will allow what-if analysis about the type
of resources used, the impact on costs and expenses considering where they are sourced, and the
impact on costs and expenses of varying the configuration and customization effort estimates
Development of a High-Level Implementation Plan document which reviews and compares the various
implementation options, summarizes the High-Level Costing Worksheet analysis based on key project
activities, resource allocation, and anticipated durations, and provides suggested high-level project
plans and a possible resource plan. Additionally, the Implementation Plan identifies possible risks to be
considered

The deliverable to Error: Reference source not found will include:

Several implementation options for consideration

A cost model that allows the client to do what-if analysis on resource allocation and changes in project scope

A benefits analysis comparing and contrasting the two most appropriate implementation options

A summary of the findings built into an implementation plan, giving the client clear guidance on how to move
forward

High-Level Solution Architecture Design

This section of the engagement should assess the fit of the solution to the customer requirements; develop a highlevel solution architecture, and prescriptive guidance about infrastructure and hardware requirements for a Microsoft
Dynamics CRM deployment. The objective of the Solution Architecture Design is to show the customer exactly what
type of Microsoft infrastructure is required to support their Microsoft Dynamics CRM business system and the
necessary hardware specifications.
Deliverables:

Based on the analysis of customers requirements and process as well as their current environment the partner will
provide customer with an initial, rough draft of the Solution Architecture.

Partner will hold a workshop to discuss the suggested architecture and collect customer feedback on the rough
draft of the Architecture Assessment Report and to answer questions.

Based on the workshop partner will deliver a finalized version of the high-level solution architecture and a final
report which will include the following information for Microsoft Dynamics CRM:

Overall Microsoft Dynamics CRM architectural recommendations

Microsoft Dynamics CRM for Outlook architecture recommendations

Microsoft Dynamics CRM server recommendations

High Availability/Disaster Recovery recommendations

Infrastructure design recommendations

The final report should include high-level implementation plan:

Any timelines, dates, and delivery schedules provided here are estimates only, and are subject to change.

10 Days Engagement
The following section will be used for the 10-day engagement consisting of implementation of Proof of Concept

Note: Make sure you set clear boundaries for the Proof of Concept. You should address the specific scope of the
Proof of Concept and include boundaries and specific scope as it pertains to areas such as number of business
processes, number of business requirements, configurations, customizations, time boxed efforts, and so on. It is
recommended to define the scope to specific requirements and associated efforts outlined from the Requirements
and Process Review service and the Fit Gap and Solution Blueprint service.

Software Assurance | Planning Services Work Order

Microsoft Dynamics CRM DPS Work Order

The Proof of concept deployment Solution will demonstrate to Error: Reference source not found how they can reduce
costs, improve operational efficiencies, and drive business agility by delivering an integrated Dynamics CRM
Deployment that is built using industry-leading architectural components and principles.
The Solution described in this Work Order delivers a Proof of Concept using CRM Online environment [partner can
recommend an on-premise PoC if the customers environment is suitable], and demonstrates how a Dynamics CRM
can provide [list the benefit you expect the customer to gain of the recommended solution and architecture]. This
scenario uses a definitive methodology for implementing Microsoft technology on a limited scale, in order to
demonstrate the technical capabilities of the Solution. This Solution combines multiple Microsoft products and
technologies with effective architecture and methodologies. Furthermore, the project delivers documentation and
informal training of key customer resources.
For the PoC phase the partner will suggest a subset of the business requirements to be implemented by the PoC for
Microsoft Dynamics CRM offering.
Configuration of Dynamics CRM PoC using Dynamics CRM Online
This phase of the Proof of Concept for Microsoft Dynamics CRM offering begins with the configuration of the working
prototype of the PoC using dynamics CRM Online (or at the customer site, if more suitable for customer). The following
steps are executed:

Installation of Microsoft Dynamics CRM in the Proof of Concept for Microsoft Dynamics CRM online\on-prem test
environment

Test environment, including installation of agreed-upon ISV add-ons

Configuration of Microsoft Dynamics CRM to provide high-level support for the business processes that are defined
through discussions with the client

Loading of a characteristic subset of the customer data

Installation of the Microsoft Dynamics CRM client on a standalone desktop

Installation and configuration of the Microsoft Dynamics CRM to Microsoft Exchange Server integration component
in the test environment, and, if required, the debugging of the installation

Dry run of the Proof of Concept for Microsoft Dynamics CRM Offering is conducted with the Project Sponsor to
validate that the Offering addresses the key points that need to be demonstrated with business and IT decision
makers.

Feedback from the meeting is incorporated into the Proof of Concept for Microsoft Dynamics CRM Offering before
the formal Proof of Concept for Microsoft Dynamics CRM presentation to the business and IT decision makers.

Conducting the Proof Of Concept For Microsoft Dynamics CRM Offering presentation

Demonstration of relevant components of Dynamics CRM functionality

A walkthrough of the business process flow charts within the scope of the engagement and a discussion of how
Dynamics CRM would work within those business processes

A review of the business requirements to determine how they will be addressed in the Offering

Prioritization of the requirements identified before and during the workshops

Update of supporting documentation and identify resulting actions

After the presentation about the Proof of Concept for Microsoft Dynamics CRM Offering, the following actions should
occur so that the results are mapped back to associated supporting documentation dependent activities:

Make updates to the Solution Architecture and Scoping Analysis for Microsoft Dynamics CRM

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Microsoft Dynamics CRM DPS Work Order

Document any issues resulting from the Proof of Concept for Microsoft Dynamics CRM Offering and identify
recommended actions.

Describe action items that were identified as a result of the Proof of Concept for Microsoft Dynamics CRM Offering
and designate resources to be responsible for the action item.

Final Report
Review the Proof of Concept for Microsoft Dynamics CRM Offering reports with your designated Business Project
Sponsor and include feedback where appropriate.

Updated Scoping analysis, Solution Architecture and high-level Implementation Plans and next steps

Results and benefits of the Proof of Concept for Microsoft Dynamics CRM Offering.

Service Areas Out of Scope

Using a bulleted list, identify specific areas that are out of scope for this engagement.
Any area that is not explicitly listed as within scope is out of scope for this engagement. The areas that are out of
scope for this engagement include, but are not limited to, the following:

Establishment or deployment of core central services that do not currently exist at the customer environment.
Other Service Offerings are available for this purpose, such as email, networking, and so on.

Custom development for line of business applications

Racking and cabling hardware or servers

Customized virtual machine images

Customization of host deployment

Sourcing or procurement of hardware

Key Service Deliverables

Following is a list of key project service deliverables that will be delivered within this Work Order:
Instructions to EM: [PLEASE READ, FOLLOW INSTRUCTIONS, AND THEN DELETE ALL PINK TEXT. RED TEXT REPRESENTS
MANDATORY DELIVERABLES THAT cannot be modified, and need to be CHANGED to black.] To record this Offering for
purposes of your compensation plan, you must include at least one of the Project Phases listed in the following table
(for example, Envision, Plan, Develop, or Stabilize).
To receive credit for a Project Phase, you must include all deliverables that are identified as mandatory for the Project
Phase, each of which is identified in red text below.
Any deliverables that are not marked as mandatory can be deleted, if appropriate. Be sure to verify whether
modifications to the deliverables listed below require corresponding modifications to the Service Areas within Scope
section.
The 3-day engagement will include the following.
Following is a list of key project service deliverables that will be delivered within this Work Order:

Phase

Deliverable Name

Assessment

Dynamics CRM Solution Overview

Presentation

Software Assurance | Planning Services Work Order

Service Deliverable Description

A workshop that will provide a high-level overview of

the Dynamics CRM Offering.

Microsoft Dynamics CRM DPS Work Order

Requirement and Process Review

Workshop

This workshop will include a discussion-based

assessment of requirement and process, architectural
discussions and fit-gap high-level discussions

Final Report Analysis of

Requirements and Process Review
and Recommendations

This report will include the partner analysis of the

information gathered during the workshops and will
include high level scoping assessment and
recommendations for the next phase of Dynamics CRM
Implementation in customer environment.

The 5-day engagement will include the following.

Following is a list of key project service deliverables that will be delivered within this Work Order:

Phase

Deliverable Name

Service Deliverable Description

Architectural Design Workshop

This workshop will include a discussion-based

assessment, architectural discussions, design
discussions and light training

Scoping Assessment

A report describing the different implementation options

and a high-level Implementation Plan for moving
forward.

High-Level Implementation Plan

The implementation plan is a business-focused,

nontechnical document that analyzes two or more
implementation options.

Solution
Architecture

The 10-day engagement will include the following.

Following is a list of key project service deliverables that will be delivered within this Work Order:

Phase

Deliverable Name

Proof of
Concept

Dynamics CRM PoC

Service Deliverable Description

The Pilot will be deployed on a limited scale using CRM Online test
environment (or test environment of the customer), using customer
data and illustrating the requirements and processes identified in
early stages as well as illustrating benefits of the Dynamics CRM
Offerings

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Microsoft Dynamics CRM DPS Work Order

Project Roles and Responsibilities
Role

Responsibility

Delivery organization
Engagement Manager

Manage the engagement.

Provide delivery organization resources as necessary.

Help resolving engagement issues.

Sign off on project deliverable-specific documents.

Manage and update project plan.

Present the Kickoff Presentation.

Lead the discussions and meetings.

Drive subject content on specific areas of expertise including the actual design.

Prepare documentation.

Prepare and configure the PoC or limited Pilot infrastructure.

Prepare weekly status updates to Microsoft or delivery organization and customer.

Assist delivery organization during discussions and meetings.

Provide input during discussions and meetings.

Assist delivery organization during the Hyper-V Cloud PoC or limited Pilot project.

Assist delivery organization in setting up the PoC or limited Pilot.

Assist delivery organization in validating the PoC or limited Pilot environment.

Have the ultimate responsibility for the project.

Ensure technical resources are available when needed.

Make key project decisions.

Assign key customer technical lead.

Responsible for review of delivery organization deliverables.

Sign off on scope for project.

Ensure facilities are available as needed.

Resolve critical-path issues in a timely manner.

Sign off on delivery organization documents and change control requests.

Accept and sign off in a timely manner on documents that pertain to the delivery
organization Work Order, and which are critical to the success of the engagement.

Sign off on Project deliverable-specific documents.

Delivery organization
Infrastructure
Consultant/SME

Customer Technical
Leads

Customer Project
Sponsor

Customer Project

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Microsoft Dynamics CRM DPS Work Order

Manager
Please provide a brief overview of key project roles and responsibilities.

General Customer Responsibilities

Please customize and add or delete sections as appropriate for your engagement.
The following are the responsibility of Error: Reference source not found

Project management and assigning project manager or managers (owners) as needed, to specific technical
initiatives.

Overall technical direction for customer IT infrastructure, and how it affects the Solution.

Ensuring availability of any required hardware and software.

Provision of workspace, including desk, phone with internal and external access, network connection, print
services, computer space, and an additional line (analog) for remote access to communicate with internal
corporate network or virtual private network (VPN) access through customers corporate Internet connection.

Provision of access to customers facilities and systems while maintaining appropriate levels of security.

Provision of timely access to people, documentation, and systems as required for successfully implementing and
completing this engagement.

Provision of clear goals and objectives mapped to customers business and IT strategies. Joint goals and objectives
need to be created and reviewed on a project-by-project basis.

Provision of access to customers management and planners. To be successful, Partner team will need regular
access to IT leadership to be able to provide input on customers strategic business and IT directions as they relate
to the use of Microsoft products and technologies.

In addition to any customer activities identified elsewhere in this Work Order, Error: Reference source not found will
perform or provide the following:
Please describe specific Customer responsibilities.
In performing our services under this work order and any applicable work order, we will rely upon any instructions,
authorizations, approvals, or other information provided to us by your Project Manager or personnel duly designated by
your Project Manager.

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Microsoft Dynamics CRM DPS Work Order

Project Assumptions
The services, fees, and delivery schedule for this project are based upon the following assumptions:

The availability of your representatives to perform their roles on the project team.

The availability of all the information required for properly envisioning and designing the Solution.

Timely availability of the hardware, software, and physical space for the Solution PoC or production Pilot
environment.

Product licenses. Product licenses (Microsoft or non-Microsoft) will not be provided under this work order.
Customer is responsible for acquiring all necessary product licenses required as a result of this work order.

Source code review. Customer will not provide the delivery organization with access to any type of source code
information. For any code, services will be limited to analysis of binary data only, such as a process dump or network
monitor trace

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