Ssss

inMorphis
Statement of
Work for
ServiceNow
Implementation
Services
Date: March 25, 2023

Submitted to: Airtel Payment Bank
Authored by: Nancy Sharma
Confidentiality Statement
This Statement of Work contains proprietary and confidential information and

should not be used, reproduced, or disclosed to third parties, in whole or in
part, for any purpose other than to evaluate this document, without the prior
written consent of inMorphis.
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inMorphis SOW for Airtel Payment Bank ServiceNow Professional Services #20230322
Table of Contents
1. Executive Summary ................................................................................................ 2
2. Scope of Work.......................................................................................................... 3
2.1 Key Focus Areas ............................................................................................... 3
2.2 Scope of Work .................................................................................................. 6
2.3 Assumptions, Exclusions, and Deviations for the engagement ........ 11
2.4 Project Risks...................................................................................................... 15
2.5 Project Change Management .................................................................. 16
3. Project Governance and Timelines ................................................................. 17
3.1 Project Governance ..................................................................................... 17
3.2 Implementation Methodology & Key Deliverables ............................. 17
3.3 Team Structure................................................................................................ 19
3.4 Project Plan...................................................................................................... 23
3.5 Post Go Live Warranty Period ..................................................................... 25
3.6 Training Plan .................................................................................................... 25
4. Business As Usual Support Services ................................................................... 27
5. Value Realization .................................................................................................. 30
6. Customer Success ................................................................................................. 31
7. Commercials .......................................................................................................... 35
7.1 ServiceNow License Fee .............................................................................. 35
7.2 ServiceNow Implementation and BAU Support Fee ........................... 36
8. Terms and Conditions .......................................................................................... 38
Confidential and Proprietary

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1. Executive Summary
Airtel Payment Bank (APB) has a leading nationwide presence and operates in
SME Banking, Retail Banking, Corporate Banking, and Treasury Operations for a
client base of more than 1.5 million customers.
APB is using ServiceNow Enterprise Cloud Platform For enterprise service

management applications creating a unified and seamless system of action for
all internal business users. APB intends to further extend the platform usage to
establish a strong foundation Enterprise Operations management (Discovery),
healthy CMDB as single source of truth for all IT assets and Software Asset
Management features including following capabilities
• Seamless IT Operations with a centralised CMDB auto populated with

infrastructure Discovery
• Common data model for front-to-back-office collaboration & real-time
visibility with SLA and optimized MTTR
• Track and manage software licenses entitlements and usage across the
enterprise with Software Asset Management
• Control risk, reduce spend, and automate the software lifecycle, all from a
single platform.
inMorphis’s unique position as a customer-centric strategic partner who shares

APB’s vision and understands culture, business, and existing system architecture,
leads to this opportunity for extending partnership to support in expanding
ServiceNow platform usage. Therefore, this Statement of Work highlights Scope
of Services to accomplish the envisioned outcomes with consulting led
ServiceNow implementation services.

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2. Scope of Work
2.1 Key Focus Areas

APB is focused on transforming their complete IT Operation Management by
leveraging ServiceNow unified platform to address and respond with better
visibility, pre-defined workflows, and an automated CMDB. The intended solution is
aimed to provide following capabilities in action:
• Empowered IT Operations
o Horizontal discovery to Provide a visibility of systems, business
services applications, networks, and software present in the
infrastructure to drive and improve problem resolution.
o Centralized CMDB for a real time and thorough view of consolidated
CI data from enterprise service and infrastructure repositories
• Automated Software Asset Management

o Visibility & control of software licenses and processes through their life
cycle
o Use Software Asset Management dashboards to report the software
usage of entire organization quickly and accurately.
o Automated reconciliation of License usage data discovered using
Manage Engine endpoint management against the entitlement
information.

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The IT Workflows, as depicted in below figure, will allow APB to adopt and adapt
a modernize approach with Software Asset Management & IT Operations
Management (Discovery) capabilities with integration to other peripheral
systems providing a holistic Enterprise service management solution.

5 5

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Applications Set Up
SERVICENOW LICENSE PORTFOLIO

Subscription Applications
Option 1: ITOM Agentless Discovery (Infrastructure)
and Agent Client collector (endpoints)
IT Operations Option 2: Agent client collector (Infrastructure and
Management endpoints)
Option 3: ITOM Agentless Discovery (Infrastructure)
and Integration with ManageEngine for endpoints
IT Asset Management Software Asset Management Professional
1. Manage Engine for software lifecycle
Integrations processes
2. Software Publisher Portal
For each application listed above, the following standard application

configuration, integrations, and customizations services (“Standard Application
Configuration Services”) are available and will be provided as determined during
the Discover Stage:
• Application related fields, forms, and views
• Application related reports, dashboards, and homepages
• Email notifications
• Application roles and access controls
• Client scripts, user interface polices and business rules
• Relationship with other installed ServiceNow Applications
• Workflows
2.2 Scope of Work

Detailed Scope of Work
IT OPERATIONS MANAGEMENT VISIBILITY
CONFIGURATION MANAGEMENT DATABASE AND DISCOVERY
• Standard Application Configuration Services
• CMDB Foundation
o Configure required CI classes/models using OOB CI classes.
o Import business applications, application services & their
relationships in ServiceNow CMDB with primary fields such as
Name, Owner(s), Project Manager, Criticality, Environment,
LOB etc.

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o Identify and populate non-discoverable CI attributes by excel

upload and discovery schedules.
o Configure out-of-the-box (3C) dashboard for CMDB
Correctness, Compliance, and Completeness
• Set up Discovery Application using out-of-the-box patterns
o Identify types of devices in the infrastructure
▪ Servers (Linux/Windows/others)
▪ Network devices (Switches/Routers/load
balancers/others)
▪ vCenter (if applicable)
▪ Storage
▪ Cloud (AWS/Azure/others) – if applicable
o Configure MID Server connectivity
▪ MID server to destination devices
▪ Access to be established (Port, pseudo/root access, URL
whitelisting for ServiceNow)
o Option 1: Configure discovery (agentless) for infrastructure
devices and agent client collector (Agent-based) for end-user
devices:
▪ Set Discovery Properties
• IP ranges
• Supported applications
• MID server configurations
• Credentials (SSH/Windows/SNMP etc. based on
device type)
• Point to Point discovery (if required)
• Discovery Schedules
o Option 2: Configure agent client collector (Agent- based) for
infrastructure devices and end-user devices:
▪ Request Plugin
▪ Roles and Access
▪ MID Server Build
▪ Install Agent Client Collector Agent
▪ Secure the Connection - TBD per customer
▪ Configure the frequency of updating the agent - TBD per
customer
▪ Optimize distribution of agents to MID Servers
▪ Deploy agent on test Window machine
▪ Deploy agent on test MacOS
▪ Deploy agents via base image
▪ Enable Agent Client Collector load balancer

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▪ Configure ACC- V to work with Discovery

▪ Adjust Schedule - TBD by Customer
▪ Adjust attributes.
o Option 3: Configure Agentless Discovery (Infrastructure) and

Integration with ManageEngine for endpoints:
Assumptions
• APB environment has 2000 infrastructure nodes and 2500 endpoints in
place.
• All MID server and pre-requisites to be completed before the start of
Discovery configurations from APB as per agreed timelines.
• For endpoint discovery, ServiceNow Agent client collector is to be
used in both the options
SOFTWARE ASSET MANAGEMENT PROFESSIONAL
• Create/review existing detailed process design and solution
architecture for
o Software usage metering process
o Software Audit and Compliance process
• Gather and Analyze the Entitlement data related to in scope software

models
o Purchases done (legacy till presented) for selected publishers
o Attributes - SKU Metric, Product version, edition, license type,
agreement type, cost, quantities, subscription period
• Review CMDB for all infrastructure and endpoint devices along with
software installed information.
• Configure out of the box Normalization rules for all publishers in scope.
• Load and configure Software Entitlements, license metrics, allocation
data, cost data into ServiceNow
o Link entitlement and allocation information with software models
and perform the following activities

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• Setup Blacklisted or unauthorized software (to be provided

by customer)
• Setup Software suites (parent and child) if required with
inference percentages (if required and provided by
customer)
• Configure up to 10 software publishers from below mentioned list of
publishers
Amazon Anakage Technologies

Adobe Blue Jeans
Web Services Private Limited
Cisco Digital Volcano
CentOS CrowdStrike
Systems Software
HCL Technologies
Fedora Project Forcepoint Google LLC
Limited
Hewlett
HP IBM Igor Pavlov
Packard
Influx Data Intel Microsoft Mozilla
Nexthink S.A Oracle Realtek Semiconductor Red Hat
Sun
Symantec Tech Mahindra Tenable
Microsystems
Video LAN VMware ZOHO Zscaler
Note- There will be mutual agreement to take up 10 OOB publishers first in
implementation phase based on priority and a mix of large and small
publishers. (License Volume/True Up costs) and remaining will be taken up
during post Go Live BAU Support phase.
• Configure integration of ServiceNow with Manage Engine Endpoint

Management system to perform software lifecycle process actions
• Configure Integration with one publisher portals (if required); Customer
will provide service account details for integration purpose as per
agreed timelines
• Configure up to 2 Software Catalog and workflow (up to 2 approvals)
for users to request software (s) for the software request, acquisition,
and deployment process
o Installation
o Deployment
o Uninstallation
o manually install (software request, acquisition, and deployment
process)

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o uninstall software from user's machines

• Configure standard SAM Dashboards and reports based on actual
entitlement and discovery data without optimization:
o Effective license position report (ELP)
o Software Asset Analytics Dashboard (Overview, License
Summary, Removal Summary, Compliance Summary)
o Software Publisher Analytics
o Normalization
o License Compliance Reports
o Other out-of-the-box Reports such as
• Products out of compliance
• Discovered product vs models created
• Low usage software list
• Service requests raised per model
Integrations
The following external systems will be integrated with ServiceNow to provide

data required:
INTEGRATION SOURCE
Supporting Data
S. No. Purpose Method Direction
Application Source
populate
publisher Publisher Uni-
1 SAM LDAP
licensing metrics portal directional
in ServiceNow
Software
Manage Uni-
2 lifecycle SAM Connector
Engine directional
processes
Note:
• inMorphis will own the integrations at the ServiceNow instance’s end. APB
team/Subject Matter Experts will carry out the necessary integration
configurations/scripting required at the other end. inMorphis will help the
APB team in these integrations if required.
• APB will supply all required data to be imported in a supported format
(CSV, CSV (tab), Excel, XML) for any master/foundation data import
requirements
• inMorphis will not make any changes to an in-house or third-party system
owned by APB

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• All external systems must have the capabilities to integrate with

ServiceNow
o Latest versions to be able to consume APIs from ServiceNow
o Integration configurations required
2.3 Assumptions, Exclusions, and Deviations for the

engagement
The following are the key assumptions, internal and external dependencies.
These are based on information provided by APB team to inMorphis relating to
the Project scope and APB’s current business processes as of the Effective Date
of this SOW. Failure to address these dependencies within agreed timelines
and/or deviations from assumptions may lead to a change in project schedule
and budget, which will be set forth in a change order as outlined in Section 2.8:
Implementation Assumptions
• APB will provide the required resources and ensure active participation
during all project phases. Designated APB stakeholders should:
o Provide complete and correct definition and documentation of
the business processes within scope for this Engagement
o Have an authority to make process improvement design decisions
regarding classification, assignment, approvals, scheduling,
notifications, metrics, and reporting
o Implement all business process changes required to support the
Engagement internally
inMorphis shall not be liable for any delays caused due to non-availability
of nominated APB stakeholders and required information from them
• APB acknowledges that they have reviewed the requirements as
reflected in this SOW and agrees that the requirements and scope are
accurate
• There will not be any new/dedicated ServiceNow environment
configured as a part of this engagement
• Acceptance of the defined deliverables shall be signed-off by the APB to
signify acceptance in a period of 5 business days from the date of
submission. In the case of any delay or no response, deliverables shall be
deemed accepted from APB
• Configuration, integrations, and customizations documentation to be
validated and signed off by APB team during UAT phase as per agreed

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timelines. inMorphis team will be responsible for fixing defects identified in

UAT
• APB will provide appropriate work areas, including Internet access (in
office premises), for inMorphis consultants when they are onsite
• All communication will be in English language
• The platform will be configured in one language (English), additional
language plug-ins and language translations are out of scope
• Any in scope configuration that is not supported in available licensed
applications (Discovery and Software Asset Management) will not be
considered in scope
APB Dependencies
Workstream Project Dependencies

General • Stakeholder identification and allocation
• Access and infrastructure
• Admin access to ServiceNow environments
• Project Team onboarding, Email & VPN (if required)
• MID Server Infrastructure (if required) and access pre-
requisites
• Integrations
• Integration pre-requisites & agreement on integration
design
• Integration SPOCs
• Integrations configurations at third party tools
• Organization change management
• Workshops (Process, Data, User experience)
• Transition and Cutover
• OCM Champions in each process areas
• Support from Internal marketing teams for internal
communications to end users
Infrastructure • MID server host system requirements
• Management IP for load balancers
• Domain credentials to fetch attribute details of CIs
• Windows server OS build (32 and 64 bit)
• Virtual machine or dedicated hardware with
PowerShell 2.0+ installed
• Standard hard drive partition ~40 GB
• 8 GB memory
• Multicore/Multi CPU (high) CPU resource
• SQL SMO & Microsoft SQL Service

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• Firewall/ACL configuration
• Internet (WAN) outbound only on port 443
• Intranet (LAN) inbound
• ServiceNow platform to be accessible from MID
Server
• SNMP allowed on network devices from MID
server IP
IT Operations Discovery
Management • Required access will be provided for following protocols
• DNS/WINS/NetBIOS for resolution per IP address
• SNMP for Network, printers, and powering devices
• SSH for Unix-based computers
• OS level credentials for UNIX or Windows hosts
• WMI for Windows Systems including PowerShell
discovery
• vCenter read only credentials
• CIM (SMI-S) for Storage Servers
• Target IP ranges, subnets or lists
• Web proxy information
• Customer team will provide following requirements
• MID Servers: Server to install MID server which can
communicate with all subnet to discover the CIs. All
hardware requirements will be discussed during
requirement gathering workshops
• READ ONLY Credentials
• IP Range(s)
• Management IP for load balancers
• Domain credentials to fetch attribute details of Cis
• Information required to set up CMDB management
(e.g. owner, CI class, category, subcategory etc.)
• Installation, deployment & management of all tools to

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be integrated
DISCOVERY VIA AGENT CLIENT COLLECTOR VISIBILITY
• Discovery plugin (com.snc.discovery) activation.
• Minimum 1 mid server host (standard configuration). Mid
Servers sizing based on the infrastructure reach.
• Installation of Agent Client Collector Framework on n
ServiceNow instance.
• Installation of the Agent on the APB host
• ITOM-Discovery or ITOM-Visibility SKUs (SU-based
licensing).
Software Process
Asset • Overview and understanding of current SAM processes
Management Data
• Software Publishers and products
• Purchase/entitlement data
Integration Requirements
• Allocation of administrator to perform required
integration configurations/queries/scripting on following
systems
• ManageEngine
• Any other end point management system
• Publisher portal (if required)
• Credentials for integration systems
• Uninstall collection for the prioritized list of software to
be already created in endpoint management system
• Remote execution of PowerShell to be enabled
• Endpoint management system follows out-of-the-box
table structure, and no customization is performed
Exclusions
Based on the understanding of the requirements, the following activities are
considered out of scope for this implementation:
• ServiceNow Enterprise Suite offers a gamut of other applications,
therefore, only applications as identified in Scope above will be in Scope
of Implementation. Any touch points with applications outside the above
scope, but available in ServiceNow as a feature, is out of scope from this
implementation

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• Anything which is not explicitly stated in In Scope section and is beyond

the scope limit will be considered out of the scope and Change Control
process will apply
2.4 Project Risks

PROJECT RISKS
S. No. Risk Severity Ownership
1 Staffing: Without reliable, qualified
project team, project cannot be High inMorphis
successful
2 Decision Making: Process owners to High/
make clear decisions as per the Medium inMorphis, APB
agreed project timelines
3 Missed Stakeholders: the project
represents a significant change for all
end users, and yet, as stated above, is High inMorphis, APB
on a tight schedule. Therefore, all
required stakeholders will be required
on a timely basis. Communication will
be frequent and use a variety of
channels
4 Integration: it is considered that
integration configurations on external
systems will be handled by the teams High APB
supporting the system. inMorphis
development team will not be
responsible for ensuring the
integrations on the source side.
5 User Acceptance Testing: It is
considered that there will be
designated team allocated to High APB
conduct UAT and point out the missed
functionalities or defects (if any) within
the decided timelines.
6 Customer Pre-requisites and
Dependencies: The fulfilment of all pre-

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requisites and dependencies as Critical APB

provided by inMorphis team within
agreed timelines is critical for project
Go Live date. Any delay in timelines
due to this risk will be responsibility of
customer.
2.5 Project Change Management

inMorphis has prepared the fees and estimated timeline set forth in this SOW
based on the information that APB has shared with respect to business
requirements and scope outlined in section 2.1. The fees and estimated timeline
may change as inMorphis and APB further define requirements by working
through the project deployment phases. If any deviation in scope with more
than 5% of scope limits mentioned and/or new application requirements is
encountered, change management procedure will be invoked.
inMorphis follows a standard change management process to facilitate
efficient and prompt handling of all changes and maintain the proper balance
between the need for change and the potential detrimental impact of
changes. Requests to change may be made by either APB or inMorphis. Since
any proposed change to this document may result in a change to the price,
schedule or the terms and conditions of this document, both APB and inMorphis
must authorize it in writing. Neither party is obligated to agree to make any
changes to the Scope of Work defined above. A Change request should
document the proposed change, rationale for the change and effect on the
project.
The Project Change Control process is as follows:
• Analysis of Change Request
• APB and inMorphis Project Team to review the Change request and either
reject it or authorize further analysis to estimate the effort required to
build, test, and deploy the change.
• Rejection or authorization will be documented on the Change request
form and signed by both parties
Upon completion of this effort, the Change request will then be returned to the
APB Project Team for their review and approval, post that inMorphis team will
consider the change request for implementation.

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3. Project Governance and Timelines

3.1 Project Governance
inMorphis proposes following Project Governance Organisation to ensure
successful and smooth functioning of complete project execution. It comprises
of key activities aiming at evaluating strategic initiatives, directing teams, and
monitoring the program outcomes in line with following objectives –
1. Value Delivery
2. Risk Optimization
3. Resource Optimization
To provide smooth transition period, following 3-tier governance model will be
established:
3.2 Implementation Methodology & Key Deliverables

Now Create contains five phases which are applied adaptively based on the
type of Engagement and/or the product(s) in scope. The phases are further
defined below:
• Initiate – Project planning, benefits case alignment and kick-off
• Plan – Requirements definition, design, and later phase planning
• Execute – Solution build and test
• Deliver – User test and go-live
• Close – Review of benefits and project closedown

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Table below depicts each project phase, the associated tasks, and expected
deliverables. InMorphis seeks assistance from APB’s team in project activities such
as participation in discover workshops, timely prioritization of business
requirements, project meetings, demonstrative sessions, UAT etc.
SERVICENOW IMPLEMENTATION APPROACH

Phase Task Deliverable
Initiate ▪ Instance Provision and access ▪ Kick-off
provisioning to ServiceNow instances Presentation
▪ Access to AS IS Business Process ▪ High Level
documents project plan
▪ Stakeholder identification (all roles)
▪ Project Kick-off
▪ Ensure alignment on project scope
Examine ▪ Correct and complete definition of the ▪ Product Backlog
business services, process walkthroughs ▪ Functional
▪ Product /Process Discover Workshop(s) to Requirement
capture following requirements scope
o Business Process and associated documents
roles ▪ User stories
o User Interface
o Integrations and Non-functional
requirements such as security, ACL
etc.
▪ User authentication and population
approach for employees
o LDAP authentication
o SSO
o Active Directory
▪ ServiceNow environment landscape
▪ Integration strategy
▪ Data Migration strategy
▪ Platform Core Configuration Discover
Workshop(s) to capture data migration
requirements
o Existing Data model and
relationships
o TO BE Field mapping and transform
maps
▪ Introduce ServiceNow architecture and
configuration standards

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▪ Conduct gap analysis and recommend

best practices
▪ Solution Design Principles
▪ Populate data collection worksheet
▪ Review & Process Sign-off
Plan ▪ Prioritize and refine Product Backlog ▪ Detailed Project
▪ Sprint Planning Plan
▪ Update project plan ▪ Stakeholder
▪ Review & Sign-off register
▪ Risk &
Dependency
register
Create ▪ Solution Build & Implementation ▪ ServiceNow
▪ Core & Common End Points Integration Applications
▪ Agile iterations ▪ Integrations
▪ Unit testing
Transition ▪ System Integration Testing (Staging/QA) ▪ Training
▪ User Acceptance Testing ▪ Technical
▪ Defect Remediation Architecture
▪ Support Staff and End User Training Blueprint
▪ Go Live ▪ Rollout &
Organization
Change
Management
plan
▪ Product
Demonstrations
Close ▪ Production Support ▪ ServiceNow in
▪ Engagement Survey use
Warranty ▪ Bug Fixes ▪ Seamless
▪ Application Warranty Support Platform usage
3.3 Team Structure

Based on the requirements, inMorphis propositions following team structure in an
offshore for accomplishing the scope of work of this project.

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Roles and Responsibilities of key team members are defined as follows:

INMORPHIS RESOURCES
Role Responsibilities
Engagement • Overall governance of project for the scope,
Manager / schedule, and value outcomes
Delivery Head • Establish delivery operating model governance to
ensure successful go-lives
Customer • Accelerate customers’ adoption of the ServiceNow
Success Lead platform and high utilization of best product features
Technical • Recommend best practices and be consultative
Governance throughout the technical design of the project
Project • Act as the single point of contact (SPOC) during the
Manager Project
• Govern stakeholders, project implementation, ensure
adherence to the SOW
• Identify and allocate appropriate resources from
inMorphis
• Document and communicate status, at a minimum,
agreed upon frequency
Business Process • Subject Matter Expert (SME) in ServiceNow
Consultant applications
• Facilitate the definition and alignment of current
processes toward improvement and recommended
ServiceNow best practices together with customer
process owners, project sponsors and stakeholders
• Participate in process flow analysis and process
redesign along with the APB Project Manager and
develop functional design document

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• Collaborate with stakeholders, understanding their AS

IS Business Processes and requirements, articulating the
desired "to-be" state and documenting all required
artefacts
• Make recommendations on new solutions or
enhancements based on assessment of business
requirements in alignment with overall business and
technology strategy
• Develop use cases, process diagrams and
requirements documentation, and rationalize
workflows
Solution • Lead the technical solution design of the project with
Architect ServiceNow implementation best practices
• Analyse existing ServiceNow platform based on project
requirement
• Co-team with the Technical Consultants to produce a
technical specification for the overall solution
development and systems integration requirements
• Analyse challenges and design solutions tailored to the
business requirements based on leading practices
IT Operations • Specialized in one or more of the following ServiceNow
Specialist applications: CMDB, Discovery, Asset, Orchestration,
Event Management, Service Mapping and Cloud
Management
• Responsible for leveraging DevOps and enterprise
architecture initiatives with ServiceNow applications
that focus on event management and discovery
Integration • Responsible for providing system-level support of
Specialist information systems, including installation,
configuration, maintenance, and support of these
systems to be integrated
• Integrating via web services, mid server, email and/or
custom methods etc.
• Design, test and implement data translation objects
(transform maps)
• Conduct impact assessment, application testing, and
production change control for customer accounts
Developer • Perform development and implementation of new
configurations and customizations in ServiceNow

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• Carry out the actual implementation of the

application using inMorphis’ established ServiceNow
implementation processes
• Configure and create Business Rules, UI Policies, UI
Actions, Client Scripts and ACLs including advanced
scripting
Quality Analyst • Responsible for end-to-end functional, system &
integration testing of the ServiceNow application
• Execute, evaluate, develop, document and maintain
functional test cases, test data, data validation, and
automated scripts
• Isolate, replicate, and report defects and verify defect
fixes
System • Responsible for providing solutions to technical issues,
Administrator enhancements, and support continuous improvement
• Create and configure Notifications, UI pages, UI
Macros, Script Includes, Formatters, etc. in ServiceNow
inMorphis Centre of Excellence (CoE) team will provide proven support in following
areas throughout the engagement:
o Align best of capabilities to the business needs
o Consultative direction and Evangelism
o Determining value realization and ROI
APB will nominate following roles:
APB Resources
APB Responsibilities
Business • Overall governance for the project for scope,
Sponsor/ timelines, and deliverables
Executive • Provides business context and guidance to the
Sponsor / CIO project manager and team.
• Champions the project, including advocating and
securing support from cross-functional departments.
• Acts as an escalation point and help to resolve issues
beyond the program manager.
• Leads strategy governance meetings as part of the
executive steering committee

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• Project manager will have overall ownership for the

Project Project from APB’s side
Manager • Single point of contact for inMorphis implementation
team
• Ensure availability of SMEs in consultation with project
team
Process • Facilitate for the correct and complete definition of
Consultant + each of the processes/business services implemented
Module Owners within the ServiceNow instance
• Responsible to define required functionality in
business processes in consultation with project team
and eventually provide signoff post development
Functional and • Responsible to work with inMorphis for any/all of the
Technical Integration work required more specifically on the
Experts/POCs other side of the ServiceNow instance to which APB’s
eco-system tools are getting integrated to
UAT Testers • Super users (nominated by process owners) from the
respective process areas who will participate in UAT
3.4 Project Plan

The project implementation methodology is synchronized with ServiceNow
NowCreate project methodology:
Disclaimer: The project plan depicts the high-level timelines based on scope understanding, there
may be a change in timelines and sequencing of work streams as a result of discover workshops
as per the mutual understanding of all stakeholders. The fulfilment of all customer pre-requisites
and dependencies as shared by inMorphis within agreed timelines is critical for Project Go Live
schedule.

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3.5 Post Go Live Warranty Period

The Post Go Live warranty period for all platform deliverables is 4 weeks. This will
commence from Acceptance and Closure. The warranty covers any incident
occurrences or problems identified within the limits of the agreed project scope
and will be resolved by the offshore inMorphis team.
For Release 1 and Release 2 applications, warranty support will kickstart
after Go Live
3.6 Training Plan

To facilitate smooth transition to ServiceNow platform, inMorphis will follow
mentioned ServiceNow training plan for onboarding users during last one week of
release –
TRAINING PLAN
Audience Timeline Deliverables Contents
All At every • Training • Process Training
Infrastructure release manual o Process workflow
teams, CI • Recorded walkthrough in
owners, Demonstrative ServiceNow
Application sessions instance
owners, • CMDB & Discovery Training
Asset teams for stakeholders
o Discovery
dashboard with
discovered CIs and
schedules
o CI Relationships
o List view and
navigations
• SAM Training for
Stakeholders
o SAM dashboard
with ELP reports
o Actions to be
taken for software
lifecycle processes
• Operational reports and
dashboards

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• Email Notifications
• ServiceNow Discovery and
CMDB operational
requirements
• ServiceNow Guided
Feature
• Open Q&A sessions
End Users At • Adaptive • Developed Product
Product videos on Self Walkthrough and usage
Go Live Service Page • End user Self Service
• End user navigation
manual • Software requests catalog
• Recorded items
Demonstrative • Profile Personalization
sessions • Log, classify, update,
escalate, acknowledge the
tickets

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4. Business As Usual Support Services
This initiative is envisioned to leverage a consolidated system of record and action

with automated business service delivery processes across all internal
departments.
BAU Support period will kick start after warranty period (4 weeks) to maintain and
enhance applications that went Live in the respective release. there will be a
continuous support team handling all the support tickets and enhancement
pipeline for ITx applications. The intended platform should also overcome the
prevailing operational challenges with continuous application support monitoring
over time and therefore will promote business outcomes with -
• High availability of business services with real-time visibility into
Security Estate
• Reduced ticket aging, MTTR of incidents, and SLA breaches
• Improved platform adoption KPIs
Support Approach
ServiceNow provides subscription service and platform infrastructure support to

resolve all defects that cause a nonconformity in subscription services via
https://hi.service-now.com.
inMorphis proposes the following approach to provide 8x5 Post warranty BAU
support services to provide coverage on:
• Implementation services
• Configuration services
• Integration services

28
BAU SUPPORT AND MAINTENANCE SERVICES

Service Description Examples
Minor • Requirement • Bug fixes
Enhancements Analysis & • Configuration changes in existing
Specification for ITx applications and existing
new integrations
enhancements • Discovery
• Implementation o Discovery of new devices
• System, & o Schedule maintenance
Integration o Troubleshooting
Testing o Discovery dashboard
• Technical enhancements
Documentation o CI master data updates
Update • SAM
o Normalisation rules updates
o New publishers’ setup
o Integrations with publisher
portal (if required)
o Dashboard enhancements
• Data configuration
• Modify the functionality of only
existing applications in
ServiceNow

29
• Adding new functionality/features

• Ensuring seamless availability of
selected ITx applications for issues
related to post-production
deployments
L2 and L3 • Application • Response and Resolution of P1,
Application Specific P2, and P3 tickets
Support Operational • Change request implementation
Support limited to bug fixes, defects, and
• Bug Fixes and customization on existing
Testing applications
• Knowledgebase • Retrieve functionality after
management abnormal program terminations
• Continuous • Complete root cause analysis
improvement • ServiceNow-related coordination
• Moving and management activities with
Changes to other teams
Production • Supporting audit requirements
• Any change in with data dumps/screenshots etc.
existing • Training end users/helpdesk team
applications/ on new functionalities
interfaces • Provide audit data to the
necessary teams
Support Exclusions
• ServiceNow platform Infrastructure support (to be covered by ServiceNow

Hi Support)
• Implementation of new applications
• Solution enhancements for new application requirements, and major code
changes that require more than 5-man days of development effort, hence
will be taken as separate change request

30
5. Value Realization
inMorphis partners with APB to define following outcome KPIs to measure

the value delivered by ServiceNow platform over a period of 3-6 months
after Go Live. APB will provide the necessary baseline metric information
for these KPIs as per AS IS processes at the start of implementation.
SERVICENOW APPLICATIONS
• Improved SLA adherence
• CMDB Compliance, Correctness and completeness
• Reduced MTTR for all asset requisition service requests across all business units
• Reduction in no. of touch points to manage asset requests
• Visibility into budget vs actual spend
• Reduction in software True up cost
Audit ready compliance posture
PLATFORM PERFORMANCE
• Page response time
• MTTR for any platform repairs
• % of support incidents resolved within SLA
PLATFORM ADOPTION
• # of unique users migrated to platform
• Improved Agent productivity (Service desk)
• # of processes migrated to platform
• Self Service %
• Average # of daily uses
• % actions taken from Mobile
• Reporting automation
IMPLEMENTATION
• # of users/fulfillers using the process
• Average time to complete the process for a user
• Time to Go Live

31
6. Customer Success
inMorphis has the vision to provide consulting-led and outcome-focused

guided delivery leveraging global transformation experiences. inMorphis
has carved a niche in all ServiceNow applications including ITSM, ITOM,
AIOps, SPM, HR, GRC & SecOps from 150+ successful ServiceNow
deployments.
• ServiceNow Elite Partner

• Only Specialized Partner in all tiers - Sales, Services, Managed
Services, Training & Technology
• Very High customer satisfaction score – 4.51/5 out of 100+ customer
surveys conducted by ServiceNow
• Global Presence – USA, Singapore, India, & UK
• Top 15 Global ServiceNow Specialist High Potential Partners by
Everest Group
• ServiceNow Partner of the year in APJ (2022)
• Industry expertise – BFSI, Automotive, Manufacturing, IT, Global
Managed Services Provider, Telecommunication, Hi-Tech
Delivery Potential with Deep Industry Expertise

inMorphis is the partner of choice for leading BFSI industries including IDFC
FIRST Bank, SBI Cards, Athene USA, and Kotak Mahindra Bank for
ServiceNow transformations. Therefore, the team brings extensive process
consulting and in-depth industry experience for making APB’s ServiceNow
transformation successful.

32
The following credentials highlight some of our similar and successful ServiceNow
1 2 USER ADOPTION
QUICK GO LIVES
• User behaviour Trend Analysis
• Ready-to-use ITx Accelerator
• 100% self-service Index
Templates
• Omni-channel approach
• BFSI Industry experience
• Design thinking & UI/UX
3 VALUE REALIZATION 4 GUIDED DELIVERY
• Customer success teams for

business transformation • Workshop & Data Gathering
• Product Specific KPIs in addition • Implementation Best practices
to OOB Reports • Maximum of OOB features
• Value Realization workshops
projects -
PROJECT 1 – ITSM & ITOM
Industry World’s third-largest mobile telecommunication service
provider serving 946 million customers in 20 countries
Location Delhi/NCR
Business • Manual processes to maintain relationships between
Challenges Hardware infrastructure and Applications/Services
• Alert handling and remediation workflows with manual
cross-departmental communications
• 23 disconnected event monitoring tools creating a lot of
event noise for the NOC team
• Lack of complete service visibility across 80+ critical
business services
ServiceNo IT Service Management
w Solution • Migration - IBM Maximo → ServiceNow
Portfolio • Consolidated Maximo, TADDM, and Omnibus into one
application
IT Operations Management
• Discovery - 8500 server IPs through 3 MID servers
• Event Management -324 event rules to assign 600+ bins
• Service Mapping - 13 business services, 400+ CI
components per application

33
Value
79% alerts 880000+ MTTR for
75%
Outcomes critical
get CIs reduction in
incidents
supressed NOC team
reduced to
manual efforts
48.3%
PROJECT 2 – ITSM & ITOM

Industry India’s leading private sector bank
Location Mumbai
Business • No segregation in Incident and Service Requests in BMC
Challenges Remedy
• Inefficient Service request/incident fulfillment processes
with routing to common resolution team based on
generic ticket description only with very limited
categorization
• Email-based approvals in Change requests
• Delayed resolutions due to manual assignments and
inefficient process flows
• Siloed systems for IT, non-IT, finance, and facilities-
related issues/requests from employees
• No clarity to end users on real-time ticket status updates
• No ticket deflection using knowledge articles
ServiceNo IT Service Management
w Solution • Successful rollout of all ITSM applications for Data
Portfolio Centre, End User, Application, and Non-IT services
• Migration from BMC remedy to ServiceNow
• Omni-channel self-service Experience (Email/Phone/
Portal/ Walk-in/ MS Teams)
• Streamlined Change Control for Pre-approved, Minor,
Major & Emergency
• 550+ Catalog items optimization & Consolidation
(Applications, Datacentre, Security, End-user services
etc.)
IT Operations Management
• Discovery - 8500 server IPs through 3 MID servers
• Event Management -324 event rules to assign 600+ bins
• Service Mapping - 13 business services, 400+ CI
components per application
• 10 Event Sources integrated with ServiceNow

34
• Automated Maps for 12 Business applications ranging 8-

200 CIs
• Microsoft SCCM integration for 34k end-user devices
• Dashboards for Executives, Ops & Resolver groups (App
Health, 3C, LOB, SLA)
Value 98% CMDB 180k events Automated Streamlined
Outcomes server de- BAU Delivery
coverage per month
commissionin model
g processes
PROJECT 4:

35
7. Commercials
inMorphis Professional Services are priced based on the quality of work, effort
utilized, degree of responsibility, and the skill involved. Our charges towards the
ServiceNow professional fee will be as mentioned below -
7.1 ServiceNow License Fee
ServiceNow License Fees for 3 years
Subscription Units Subscri Term Term Monthl Annual
Modules ption Start End y Unit Price (1
Term Date Date Price year)
(USD) (USD)
ServiceNow® SAM
Professional 3000 49.83 149,500
1st 31st
3 years
April March
IT Operations 2023 2026
Management 3000 49.83 149,500
Discovery
Annual Contract Value (USD) for 1st Year 299,000
Annual Contract Value (USD) for 2nd Year 299,000
Annual Contract Value (USD) for 3rd Year 299,000
Total Contract Value (USD) for 3 Years 897,000
Licensing Terms and Conditions:

• Quote Validity: March 31, 2023
• Payment term: 30 Days from the date of invoice
• Contract duration: 3 years; Prices are valid for a 3-year non-cancellable
license contract with payment terms indicated above.
• The mentioned commercials are valid only for Option 1 and Option 2
defined in Section 2.2.
• For Option 3, defined in Section 2.2, the price for number of subscription
units for endpoints will not be applicable.
• Payment Schedule: Annually in advance; Invoices will be raised annually in
advance by inMorphis Service Private Ltd. Invoice schedule is mentioned
below.
• Invoices shall be raised in INR annually with prevalent USD = INR conversion
rate at the time of invoicing with reference rate from Kotak/ICICI Bank

36
Invoicing Schedule for Licenses

Timeline Milestone for Every Release
Year 1 At the start of the contract
Year 2 Post 11 Months from the start of the Contract
Year 3 Post 23 Months from the start of the Contract
• Above prices are in USD for a 3 Year Contract and all prices are exclusive
of applicable taxes.
• All applicable taxes to be charged additional.
• For any additional license purchase in the future, the new contract will be
co-term with the original contract dates.
• Customer’s use rights to the Subscription Products listed above as
purchased from the ServiceNow authorized reseller referenced above
(“inMorphis”) are governed by a contract consisting of the terms and
conditions of User Authorization Form separately executed between
ServiceNow & APB.
• Above prices are for SaaS with Service Now Base Support (web-based
12x5).
• Interest will be due for any unpaid invoice at a rate of 1% per month of the
invoice total, legally and without notice, by the simple expiry of the term of
30 days after the invoice receipt date.
• Any contestation of an invoice must be transmitted to InMorphis within 8
days after receipt of the invoice, by registered letter, email notification, and
duly justified. Once deemed acceptable, the invoice has to be paid in full
• This quotation and the contract are non-cancellable and non-refundable
once signed
• Prices are subjected to management approval and acceptance of
Service Now's Order Form.
7.2 ServiceNow Implementation and BAU Support Fee

In Scope Services
ServiceNow Professional Services Price (USD)
• Implementation Fee for ServiceNow Application
configuration as per Project Plan in Section 2.3 79,000
• Post go Live warranty period (4 weeks)
• Business As Usual Support for 1 year (1 FTE 8x5
39,512
support for SAM applications)

37
Invoices will be raised as per the following schedule:

INVOICING SCHEDULE FOR IMPLEMENTATION FEE
Milestone Description % of payment
1st payment Project kick-off 30%
2 payment
nd Functional Requirement Document Sign off 30%
post Workshop
3rd payment UAT Start 30%
4 payment
th Post warranty-support 10%
Payment Terms and Conditions:

• Validity: The prices will be valid till April 30, 2023
• Payment terms: 30 days from the date of invoice receipt
• BAU Support Fee invoice schedule: monthly, in equal instalments
• All prices quoted by inMorphis do not include local, and applicable taxes.
• In case of any configuration support required post-expiry of the warranty
support period, a separate professional fee will be charged
• The invoices are payable in full to the bank account of inMorphis Services
Pvt Ltd
• Payment of the invoiced amount, taxes included, will be done on the
account number of inMorphis, without expenses for inMorphis, within 30
days after the date of the invoice receipt
• Since this is a fixed-price contract, APB is liable to pay the full amount to
inMorphis.
• Interest will be due for any unpaid invoice at a rate of 1% per month of the
invoice total, legally and without notice, after the expiry of the payment
term of 30 days after the invoice date
• The license and implementation contracts are mutually independent in
nature
• Any contestation of an invoice must be transmitted to inMorphis within 8
days after receipt of the invoice, by registered letter, email notification, and
duly justified

38
8. Terms and Conditions

• Legality: This document is legal in nature and can be produced court of
law
• Termination. This Agreement shall commence on the Effective Date and
shall continue until terminated by either party upon thirty (30) days written
notice. Termination of this Agreement also terminates all then-outstanding
SOWs. Customer will pay all the fee for the work performed till termination.
In case termination is affected by Supplier (inMorphis) then excess amount
paid for services not performed till the date of termination should be
refunded to Customer
• Confidentiality. The parties agree not to permit access to or to disclose the
other party’s Confidential or Proprietary Information (Confidential
Information) except to its authorized employees. inMorphis will only use
Confidential Information received from the client for the specific purpose
of performing its duties for the sole benefit of the client as described in this
Agreement. Confidential Information may include, but is not limited to,
business plans, marketing plans, and operational financial or personnel
information, project/product/service concepts, illustrations, architectures,
specifications, designs prototypes, and/or processes; computer programs,
models, drawings and/or architectures; affiliations, associations and/or
agreements with other parties
• Force Majeure. Neither party shall be liable hereunder by reason of any
failure or delay in the performance of its obligations hereunder (except for
the payment of money) on account of strikes, shortages, riots, insurrection,
fires, flood, storm, explosions, acts of God, war, governmental action,
labour conditions, earthquakes, or any other cause which is beyond the
reasonable control of such party
• No Hiring of Employees. During the term of this Agreement, and for a period
of one year after inMorphis has completed its Services hereunder, client
may not, without the prior written consent of inMorphis, solicit for
employment any employee of inMorphis who is involved in the provision of
Services connected with this Agreement
• Dispute Resolution, Arbitration & Governing Law:
• If any dispute arises between the parties during the subsistence of this
Contract or thereafter, in connection with the validity, interpretation,
implementation or alleged material breach of any provision of this
Contract, the parties shall endeavour to settle such dispute amicably. In
the event of failure by the parties to resolve the dispute in the manner
set out above within 30 days from the date when the dispute arose, the

39
dispute shall be referred to the arbitration of a sole arbitrator to be

appointed by the parties mutually or in case of disagreement as to the
appointment of the sole arbitrator, to a panel of three arbitrators with
each party nominating one arbitrator and the arbitrators so appointed
appointing the third arbitrator. The place of the court of arbitration shall
be India (New Delhi), Singapore or USA (Washington DC).
• If India, the arbitration proceeding shall be governed by the Arbitration
and Conciliation Act, 1996 and shall be in the English language. The
arbitrator/ arbitral panel shall also decide on the costs of the arbitration
proceedings. The arbitrator’s/ arbitral panel’s award shall be
substantiated in writing and the parties shall submit to the arbitrator’s /
arbitral panel’s award which shall be enforceable in any competent
court of law.
• This Contract shall be governed and construed in accordance with the
land of law and the parties agree that all matters pertaining to this
Contract shall be subject to the exclusive jurisdiction of the Courts at
India, Singapore, or USA
Accepted and Agreed:

Signature Signature
Airtel Payment Bank inMorphis Services Pvt Ltd
Name: _______________________ Name: __________________

Title: _______________________ Title: ___________________
Dated: _______________________ Dated: __________________

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inMorphis

Date: March 25, 2023

This Statement of Work contains proprietary and confidential information and

Confidential and Proprietary

APB is using ServiceNow Enterprise Cloud Platform For enterprise service

• Seamless IT Operations with a centralised CMDB auto populated with

inMorphis’s unique position as a customer-centric strategic partner who shares

Confidential and Proprietary

2.1 Key Focus Areas

• Automated Software Asset Management

Confidential and Proprietary

Confidential and Proprietary

Confidential and Proprietary

SERVICENOW LICENSE PORTFOLIO

For each application listed above, the following standard application

2.2 Scope of Work

Confidential and Proprietary

o Identify and populate non-discoverable CI attributes by excel

Confidential and Proprietary

▪ Configure ACC- V to work with Discovery

o Option 3: Configure Agentless Discovery (Infrastructure) and

• Gather and Analyze the Entitlement data related to in scope software

Confidential and Proprietary

• Setup Blacklisted or unauthorized software (to be provided

Amazon Anakage Technologies

• Configure integration of ServiceNow with Manage Engine Endpoint

Confidential and Proprietary

o uninstall software from user's machines

The following external systems will be integrated with ServiceNow to provide

Confidential and Proprietary

• All external systems must have the capabilities to integrate with

2.3 Assumptions, Exclusions, and Deviations for the

Confidential and Proprietary

timelines. inMorphis team will be responsible for fixing defects identified in

Workstream Project Dependencies

Confidential and Proprietary

Confidential and Proprietary

Confidential and Proprietary

• Anything which is not explicitly stated in In Scope section and is beyond

2.4 Project Risks

Confidential and Proprietary

requisites and dependencies as Critical APB

2.5 Project Change Management

Confidential and Proprietary

3. Project Governance and Timelines

3.2 Implementation Methodology & Key Deliverables

Confidential and Proprietary

SERVICENOW IMPLEMENTATION APPROACH

Confidential and Proprietary

▪ Conduct gap analysis and recommend

3.3 Team Structure

Confidential and Proprietary

Roles and Responsibilities of key team members are defined as follows:

Confidential and Proprietary

• Collaborate with stakeholders, understanding their AS

Confidential and Proprietary

• Carry out the actual implementation of the

APB will nominate following roles:

Confidential and Proprietary

• Project manager will have overall ownership for the

3.4 Project Plan

Confidential and Proprietary

Confidential and Proprietary

3.5 Post Go Live Warranty Period

Name: _____ Name: