CSSBPM Process - Deliver RAP as a Service Plus Page 1 of 4

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Process: Deliver RAP as a Service Plus

RAP as a Service Plus provides a convenient and effective way for customers to assess and mitigate risks in their environments. Data is collected remotely,
allowing customers to run the assessment on their own schedule.  This cloud based solution provides secure transmission and submission of data and
enables customers to view their results immediately in a secure online portal. After the customer has submitted the data, an accredited engineer will review
the RAP as a Service findings, provide recommendations and, working with the TAM and customer, will build a remediation plan to address the issues and
risks uncovered by the assessment. The customer will then have two days on-site with the engineer, who will provide deeper knowledge transfer and
remediation planning, knowledge transfer and if the situation permits, assistance in remediation planning execution.

Region: Applies To All Regions (Global)

Service: Premier

Roles: Business Process Manager (PFE), Premier Field Engineer, Resource Coordinator (PFE) , Resource Manager
(PFE), Technical Account Manager, Team Manager (PFE), Business Operations Manager (CSS-Business)

Systems: Axis, Axis-To-Go, Premier File Transfer Tool, CRM, AxisNow

1 Submit Request
TAM submits an onsite ROSS RAP as a Service Plus Dispatch Request through Unicorn.  The Unicorn tool will automatically generate the request wtihin Axis. Refer to the
Unicorn Home Page on the Premier Portal and the Premier Services Delivery Methodology (PSDM) Playbook for more information

Submit the Request based on the desired start/arrival date for the 2 day onsite Adapted Hands-on Learning & Remediation Planning Session (RPS) service component.

The TAM specifies the Request's end customer when submitting the Request.

• NOTE:  Entering the correct end customer name is vital.  Mistakes can result in data compromise and exposing of data to a different end customer.  TAMs should
exercise care and double check entries.
• Refer to the information on Partner Through Requests for more information on identifying the right end customer.
• The engagement is automatically provisioned within ~1 hour of the Request's submission.
• The engagement's Welcome Email is automatically sent when provisioning occurs.
• View pricing at https://phoenixcatalog.microsoft.com/services.
◦ Pricing is only visible if the Country of Delivery filter is set.

Guidelines

Very Large Envrionments Recommendation:

• If the environment consists of more than 250 Domain Controllers for Active Directory, 100 Exchange servers for Exchange or 600 Site Systems for System Center
Configuration Manager, it is recommended to schedule one additional onsite day to ensure a great knowledge transfer session and plan for remediation for very
large environments.

Key RAP as a Service toolset information:

• The RAP as a Service platform registration token expires 10 days after the engagement is provisioned.
• The customer's 12 month license to the toolset starts at the time the customer downloads the toolset or submits the survey, whichever comes first.

2 Dispatch Engineer
Resource Coordinators (RCs) dispatch Engineers for all three RAP as a Service Plus components (Data Analysis, Key Findings Preview & Onsite Scoping Meeting, and
Onsite Adapted Learning & Remediation Planning Sessions).

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3 Hold Welcome Call

TAM schedules and holds a 1 hour Welcome Call 2-4 weeks in advance of the RAP as a Service Plus delivery with the customer and Engineer to ensure a good
engagement experience. For very large environments, the welcome call must be held at least 4 weeks prior to the delivery.  Additionally, if the customer has a DSE
resource the engineer should be contacted and included in the Welcome Call. The engineer does not have to be accredited for the specific service.

1. Engineer logs 1 hour of labor for the Welcome Call as prework to the Data Analysis dispatch.
2. Welcome Call resources (email and PPT templates)
3. The Welcome Call agenda includes:
◦ Review RAP as a Service Plus Prerequisites included in the Welcome email (Download of Perquisites).
◾ Running the classic RAP Scoping Tool is recommended as it includes environment checks the RAP as a Service toolset currently doesn't.  The
missing checks will be integrated into the RAP as a Service client in a future release.
◾ NOTE:  Key RAP as a Service toolset information:
◾ The RAP as a Service platform registration token expires 10 days after the engagement is provisioned
◾ The customer's 12 month license to the toolset starts at the time the customer downloads the toolset or submits the survey,
whichever comes firs
◾ Walk through the end-to-end engagement's steps and outcomes.
◾ Verify or identify the engagement's milestone dates.
◾ Customer data successfully uploaded by XX date.  (Ideally 2 weeks prior to the analysis dispatch to allow troubleshooting via official support
channels.)
◾ For very large environments the customer's data should be uploaded at least two weeks prior to the analysis dispatch.  Ensure that everyone
understands that data collection can take up to two weeks for very large environments.
◾ IT Service Management Review completed by XX date.
◾ 4 hour Data Analysis completed by Engineer on XX date.
◾ Pre-planning meeting scheduled with TAM and Engineer on XX date.
◾ 4 hour Key Findings Preview & Onsite Scoping Meeting scheduled with Customer, TAM, and Engineer on XX date.
◾ 2 day Onsite Adapted Learning & Remediation Planning Sessions scheduled with Customer, TAM, and Engineer on XX date.
◾ Adapted Hands-on Learning sessions.
◾ Remediation Planning and Optimization Session.
◦ Review the support process.
◾ For RAP as a Service toolset, submit support ticket via UserVoice site (http://PPAS.uservoice.com) from the RAP as a Service portal. 
◾ For environmental dependencies, work with Engineer.  Refer to the additional information document 'RAP as a Service/Service Plus - Customer
Support' for more support details.
◾ NOTE:   Two environments exist for TAMs to experience RAP as a Service from a customer's perspective::
◾ "Web demo" is available for quickly demonstrating the assessment results.
◾ "1-2-3 Lab" is available for demonstrating or learning the end-to-end RAP as a Service experience
◾ To access the Web Demo or the 1-2-3 Lab go to RAP as a Service Demo and Lab.

4 Upload Data & Complete IT Service Management Review

1. Customer downloads the toolset, installs it, and runs it to collect the environment's data.
◦ If the customer encounters a tool or data collection issue they can submit a support ticket via the User Voice system that is integrated with the website and
toolset.   Refer to the additional information document 'RAP as a Service/Service Plus - Customer Support' for more support details.
◾ NOTE:  Key RAP as a Service toolset information:
◾ The RAP as a Service platform registration token expires 10 days after the engagement is provisioned
◾ The customer's 12 month license to the toolset starts at the time the customer downloads the toolset or submits the survey,
whichever comes first.
◦ For very large environments, having a DSE engineer assist with the data collection can improve the customer experience (as stated above, the DSE does not
need to be accredited).  Once data collection starts, the DSE engineer should check on a daily basis that the data collection is continuing and not halted. In
case of problems the DSE engineer can function as a point of contact for the PPAS Support team.
2. Customer uploads their data to Sirona and completes the IT Service Management Review.
◦ The IT Service Management Review asks questions about the customer's operations, people, processes, etc.
◦ Once a customer has uploaded their data, they will be charged the RAP as a Service Plus engagement's fixed price with no chance for a refund.
◦ TAMs must monitor Axis and/or the RAP as a Service portal for the current status of customer actions.
◾ Refer to the additional information document 'RAP as a Service/ServicePlus - Sirona Notification Emails', for a list of all Sirona notifications.
◦ Note:  TAMs can check the status of theirs engagements using this Sirona Data Submission Check report.
◾ Access to the report is granted by joining the ITOE_BI_USERS Security Group at IDWeb.
◾ If a successful data submission is not complete 4 business days prior to the Data Analysis dispatch, the TAM should engage the customer and
Engineer to address any issues and/or determine if enough data can be gathered to enable a valuable engagement.

5 Analyze Customer Data & Create Key Findings Report

Engineer analyzes the customer's data, annotates issues and shares the Key Findings Report with the TAM. (4 hour Dispatch)

1. NOTE:  RAP as a Service reports must be delivered via the RAP as a Service portal or UDE file transfer site.  Never use email!
2. Engineer logs the actual labor incurred.
3. As needed, the Engineer can schedule a self-dispatch with the customer to clarify analysis issues and/or to allow for troubleshooting data collection issues
(incomplete data sometimes submitted).
4. Axis Training – Redispatch Yourself on a Sirona Request in Axis

Engineer and TAM review the Key Findings Report and coordinate the Key Findings Preview and Onsite Scoping Meeting.

1. Engineer logs the actual labor incurred.

2. Video - L100 Training on RPS for RAP as a Service.

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6 Deliver Key Findings Preview & Onsite Scoping Meeting

TAM and Engineer hold the Key Findings Preview and Onsite Scoping Meeting with the customer.

1. Engineer provides a preview of the key findings to highlight the most important themes for which knowledge transfer is needed. From these knowledge transfer
themes, prioritize and recommend which Adapted Hands-on Learning sessions to focus on during the on-site delivery. The Adapted Hands-on Learning sessions
focus on transferring knowledge to the customer about the key issues and risks identified by the assessment.
2. Can decide if to review the customer's submitted IT Service Management Review onsite with the Engineer.
3. TAM owns the Onsite Scoping discussion, and the Engineer will support the discussion as needed.
4. Engineer generates a revised final Key Findings Report if needed.
5. Engineer logs the actual labor incurred.

7 Deliver Onsite Adapted Hands-on Learning & Remediation Planning Sessions

Enginer delivers 2 days of Onsite Adapted Hands-on Learning and Remediation Planning.

1. The 2 days includes the following.

◦ Day 1:
◾ Engineer delivers short kick-off session to align expectations around which Adapted Hands-on Learning sessions will be delivered.
◾ Engineer delivers session on Software Update Management to ensure the customer is appropriately aware of the importance of keeping software
up to date with latest patches.
◾ Lack of patch management is one of the top issues identified across all RAP as a Service solutions.
◾ The impact of not patching can be critical therefore this session is focused on making sure the customer is aware and understands how to
remediate the risks of not keeping software up to date.
◾ Engineer delivers the Adapted Hands-on Learning knowledge transfer sessions agreed upon in the Key Findings Preview & Onsite Scoping
Meeting, with the intention of helping the customer understand technical aspects and prioritize remediation for his/her business
◾ Adapted Hands-on Learning presentations can be found here in the Plus directory under the relevant solution.
◾ Limited remediation can be delivered if the scope of the remediation activities does not take away time from the other activities AND it can be
performed within the boundaries of the customers change control procedures
◾ If agreed to during the Onsite Scoping Meeting, review the customer's submitted IT Service Management Review onsite with the Engineer.
◦ Day 2:
◾ Prepare for Remediation Planning Session (RPS) with TAM.
◾ Video - L100 Training on RPS for RAP as a Service
◾ Remediation Planning Session (RPS) lead by the TAM.
◾ Engineer generates a revised final Key Findings Report based on updated information from the Remediation Planning Session if needed.

Following the onsite delivery component:

◦ Engineer generates a revised final Key Findings Report if needed.

◦ TAM delivers the final Remediation Plan and the final Key Findings Report.
◦ TAM updates the customer's SDP accordingly and drives the remediation.

8 Complete Trip Report

Engineer completes a Trip Report with engagement notes and labor for each dispatch.  Request is automatically set to a Complete status once the Trip Report is
submitted and approved.

9 Finalize Request Billing in Axis

TAM finalizes engagement's billing in Axis.

• View pricing at https://phoenixcatalog.microsoft.com/services.

◦ Pricing is only visible if the Country of Delivery filter is set.
• Axis Dispatch Request is automatically set to Closed status.

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Related Documents or Information

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