Totalamber's Service Component Model

1. High Performance. Guaranteed.Totalamber’s Service Component Model (TASC)IFS Solution: Improvements, Rollout & Support Delivery FrameworkMethodology, Tools & Techniques

2. TASC Guiding PrinciplesStrategyIntoDirectionBusinessManagementIntoControlExecutionIntoDeliveryPeopleProcessTechnologySupportIntoSustainability

3. TASC Guiding PrinciplesUnderstand Business DriversUnderstand Management AimsUnderstand Priorities & ConstraintsUnderstand what success looks likeAgree strategiesAlign Global & Local AgendasUnderstand important KPIsStrategyIntoDirectionBusiness

4. TASC Guiding PrinciplesUnderstand Business ProcessesUnderstand Ways of WorkingsUnderstand A-Is vs. To-Be ProcessesAgree Required IFS CapabilitiesDefine Key Policies & SOPDefine RICE-WF* for each ProcessEstablish Knowledge Centre Understand Business DriversUnderstand Management AimsUnderstand Priorities & ConstraintsUnderstand what success looks likeAgree strategiesAlign Global & Local AgendasUnderstand important KPIsStrategyIntoDirectionBusinessManagementIntoControlProcess

5. TASC Guiding PrinciplesUnderstand Business ProcessesUnderstand Ways of WorkingsUnderstand AS-IS vs. TO-BE ProcessesAgree Required IFS CapabilitiesDefine Key Policies & SOPDefine RICE-WF* for each ProcessEstablish Knowledge Centre Understand Business DriversUnderstand Management AimsUnderstand Priorities & ConstraintsUnderstand what success looks likeAgree strategiesAlign Global & Local AgendasUnderstand important KPIsStrategyIntoDirectionBusinessManagementIntoControlExecutionIntoDeliveryPeopleProcessUnderstand End User LandscapeUnderstand IT Literacy LevelsAssess Training NeedsUnderstand buy-in levelsDevelop Change Management PlanDevelop Communications PlanDevelop Training Programme

6. TASC Guiding PrinciplesUnderstand Business ProcessesUnderstand Ways of WorkingsUnderstand AS-IS vs. TO-BE ProcessesAgree Required IFS CapabilitiesDefine Key Policies & SOPDefine RICE-WF* for each ProcessEstablish Knowledge Centre Understand Business DriversUnderstand Management AimsUnderstand Priorities & ConstraintsUnderstand what success looks likeAgree strategiesAlign Global & Local AgendasUnderstand important KPIsStrategyIntoDirectionBusinessManagementIntoControlExecutionIntoDeliveryPeopleProcessTechnologyUnderstand End User LandscapeUnderstand IT Literacy LevelsAssess Training NeedsUnderstand buy-in levelsDevelop Change Mgt PlanDevelop Communications PlanDevelop Training ProgrammeUnderstand As-Is & To-Be InfrastructureUnderstand IFS LandscapeUnderstand Modules RequiredManage IT RisksUnderstand IT skills and capabilitiesDevelop Technical Architecture RoadmapDefine IFS Support StrategySupportIntoSustainability

7. TASC Products ‘Toolkits, Methodology & Approach’

8. TASC 1 ‘Enhance & Improve’

9. TASC 2 ‘Upgrade & Implement’

10. TASC 3 ‘Rollout of Core Solution’

11. TASC 4 ‘Support & Sustainability’

12. TASC 5 ‘Replace & Migrate’

13. Totalamber’s Integrated Service Component Model - Framework & ApproachWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService InitiativeDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&ImproveUpgrade& ImplementRolloutof Core SolutionSupportof Service Initiative

14. Totalamber’s Integrated Service Component Model - Phase 1. BaselineWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Enhance&ImproveSoW LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& ImplementSoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core SolutionSoWSupportof Service InitiativeSoW

15. Totalamber’s Integrated Service Component Model - Phase 1. BaselineWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Enhance&ImproveSoW LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& ImplementSoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core SolutionSoWSupportof Service InitiativeSoW

16. Totalamber’s Integrated Service Component Model - Phase 2. Proof of CapabilityWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&ImproveSoW Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear GovernanceSoW LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& ImplementSoW Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core SolutionSoW Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoWSupportof Service InitiativeSoWSoWSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

17. Totalamber’s Integrated Service Component Model - Phase 2. Proof of CapabilityWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&ImproveSoW Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear GovernanceSoW LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& ImplementSoW Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core SolutionSoW Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoWSupportof Service InitiativeSoWSoWSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

18. Totalamber’s Integrated Service Component Model - Phase 3. Execution & DeliveryWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Supportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

19. Totalamber’s Integrated Service Component Model - Enhance & ImproveWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewService Initiative IFS Snapshot AssessmentDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Upgrade& ImplementRolloutof Core SolutionSupportof Service Initiative

20. Totalamber’s Integrated Service Component Model - Upgrade & ImplementWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewService Initiative IFS Snapshot AssessmentDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core SolutionSupportof Service Initiative

21. Totalamber’s Integrated Service Component Model – Rollout of Core SolutionWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Supportof Service Initiative

22. Totalamber’s Integrated Service Component Model - Support of Service InitiativeWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Supportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

23. Totalamber’s Integrated Service Component Model - Phase 1. BaselineWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryPhase 1 – Baseline to AssessTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionDelivery: Methodology & Approach Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoW Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. InitiativesSoW Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools Phase AimsAssess business needs and drivers

24. Assess IFS capabilities and landscape

25. Assess issues and impact on business

26. Assess future aims and assignment scope

27. Assess benefits, costs and ROIBenefitsImpartial review and recommendations

28. Clarity to senior managers on issues and ROI

29. Burning platform for change

30. Qualitative and quantitative feedback on issues

31. Simple and clear roadmap for improvementsTA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorOutputsDepending on scope and focus:Enhance: Quick wins and initiativesUpgrade: Roadmap and business caseRollout: Roadmap and costs per siteSupport: Scope, governance and costsSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoW Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country ReadinessSoW RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Mobilise Rollout Team Train Users&Super UsersTotalamberToolsIFS Snapshot Assessment (Enhance)Upgrade Project Configurator (Upgrade)Rollout Project Configurator (Rollout)Support Rollout Configurator (Support)LiSA & SNA (Support AS-IS Landscape)Estimated DurationFrom Five to Fifteen Calendar DaysSupportof Service InitiativeYour StakeholdersRelevant Business Management

32. IFS Key Users

33. IT Management Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability TotalamberStakeholdersAssessment (management Consultant) Lead / IFS Consultant / IFS Technical LeadTotalamberGuarantee“You don’t pay for the baseline review if it doesn’t outlines sufficient ROI to meet its costs”

34. Totalamber’s Integrated Service Component Model - Phase 2. Proof of CapabilityWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryPhase 2 – Proof of CapabilityTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionDelivery: Methodology & Approach Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoW Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. InitiativesSoW Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools Phase AimsUse the baseline outputs to develop the requirements

35. Determine the scope and resources needed

36. Test Totalamber consultants’ capabilities and cultural fit

37. Conduct due diligence to ensure assumptions validated

38. Take time to develop annual agreements / commercialsBenefitsBite size improvements

39. Validate capabilities and assumption before committing

40. Take time to conduct due diligence for long term contract

41. Assess scope and requirements effectively

42. Assess internal and external capabilities TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoWOutputsStatement of work - depending on scope and focus:Improvements: delivering low hanging fruit and detailed plansRollout: Setting up standardised toolkit and factories for delivering solutions to the sitesSupport: mobilising and testing the support capabilities and effectiveness Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Totalamber ToolsData Factory – Extraction Manipulation & LoadingTraining Factory – Material & EnvironmentsSupport Factory – Modules Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoW Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country ReadinessSoW RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Mobilise Rollout Team Train Users&Super UsersEstimated DurationFrom one to 12 weeks Your StakeholdersSponsor

43. Project Management

44. Business Areas - LeadsTotalamberStakeholdersSponsorProject ManagerIFS Consultant(s)Technical Lead – if requiredSupportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability TotalamberGuarantee“You hold 20% of our payments if the work not delivered on time and to budget”

45. Totalamber’s Integrated Service Component Model - Phase 3. Execution & DeliveryWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryPhase 3 – Execution & DeliveryTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionDelivery: Methodology & Approach Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools Phase AimsDelivery of IFS improvements

46. Implement upgrade strategy

47. or initiatives (e.g. upgrade)

48. Rollout new module or complete implementation

49. Rollout supportBenefitsRollout business benefits safely

50. Proven capabilities and capacity to rollout changes TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorOutputsDepending on scope and focus:IFS / Business Process ImprovementsUpgrade ImplementationIFS Specific Module / IFS Full implementation per country1st and 2nd line support covering technical, business, software, database, reports and training servicesSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Mobilise Rollout Team Train Users&Super UsersTotalamber ToolsIFS delivery tools and techniquesEstimated DurationFrom three to 36 monthsYour StakeholdersSponsor

51. Project Management

52. Business Areas - LeadsSupportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability TotalamberStakeholdersSponsorProject ManagerIFS ConsultantsTotalamberGuarantee“You can keep 10% of the project cost to the final delivery – on time, on budget and to quality”

53. Totalamber’s Integrated Service Component Model - Enhance & ImproveWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityEnhance & ImproveTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools ServiceInitiativeImprove IFS tool implementation to enhance boost business performance and profitabilityBenefitsValidate IFS issues and impact on users and businessIdentify and prioritise IFS needs and impactImplement quick wins to enhance business performanceGet users buy-in and engagement through a set of initiatives TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorOutputsQuick wins – e.g. new process / new report / setup changeInitiatives – e.g. new module / multiple process changes SnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability TotalamberBaseline ToolsMain Tool: IFS Snapshot – identify issues and solutionsAdditional Tools: LiSA / SNA – assess internal support capabilities for the proposed improvements – ensure continuity Supportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

54. Totalamber’s Integrated Service Component Model - Upgrade & ImplementWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityUpgrade & ImplementTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools ServiceInitiativeUpgrade IFS solution to comply with technical platform requirements and enhance business performance through the use of new modules and capabilities (e.g. handheld)BenefitsEducate the senior management on the upgrade benefitsHighlight the main differences current and new versionsOutline the business case for changeImplement the upgrade stages from design to supportTA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorOutputsUpgrade roadmap and business caseUpgrade implementationSustainable support to future functionalitySnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability TotalamberBaseline ToolsUpgrade Project Configurator: Tool to scope and cost the upgrade assignmentLiSA & SNA : Tool to assess how the upgrade would be supported Supportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

55. Totalamber’s Integrated Service Component Model – Rollout of Core SolutionWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityUpgrade & ImplementTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools ServiceInitiativeRollout solution to the wider organisation using a standardised method and approach BenefitsAssess capabilities and rationale of the rolloutValidation of rollout strategy Implement the solution in standardised fashionDeveloping rollout tool kit for cookie cutter approach TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorOutputsCore Rollout TemplatesRollout Strategy and GovernanceRollout implementationSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability TotalamberBaseline ToolsMain Tool: Rollout Project Configurator – assess core solution, rollout factories and country rollout localisation requirementsAdditional Tools: LiSA and SAN – to assess Supportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

56. Totalamber’s Integrated Service Component Model - Support of Service InitiativeWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilitySupport of Service InitiativeTA Service: IPR IFS Performance Review TA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools ServiceInitiativeProvide technical, business and application support services through the 1st and 2nd line mechanisms and to an agreed SLABenefitsIncrease bandwidth of the internal support teamEducate the internal staff on IFS and how to support itImplement a proactive support ethos and cultureLink up support with the business initiatives and rollouts TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorOutputsSoftware Layer Support: e.g. Performance / EnvironmentsDatabase Layer Support: e.g. Tables Indexing / CleansingSystems Administration Support: e.g. Profiles / SecurityModules / Reports / Users SupportSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability TotalamberBaseline ToolsMain Tools: 1) Support Configurator – determine support scope, levels and costsLiSA / SNA: Determine current landscape and potential gaps needed for supportSupportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

57. Within 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityTA Service: IPR IFS Performance ReviewTA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Supportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability

58. Phase 1. BaselineEnhance & ImproveTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService Initiative: Baseline / Enhance & Improve TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisTA Service: IPR IFS Performance ReviewService Initiative Rollout Project ConfiguratorSupport Rollout Configurator IFS Snapshot AssessmentDelivery: Methodology & Approach Outputs: Capability Strategy & DirectionTools: Baseline & Assessment Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionAn assessment of the as-is and to-be IFS issues, risks and lessons covering business, people, processes and technology. It provides clarity on what can be done to improve the solution.AimsAssess business drivers and wishes from IFS

59. Assess business processes and how IFS supports them

60. Assess current IFS skills, capabilities and bandwidth

61. Assess the health of the current IFS installation and modules used to support business drivers and aims. TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksMeet management and understand priorities

62. Meet key business owners and identify issues

63. Review current IFS set up and configuration

64. Look for quick wins and initiatives to improve

65. Document findings, recommendations and actions

66. Develop action plan and delivery team

67. Present findings and recommendations Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputIFS Snapshot report – outlining the key findings, quick wins, initiatives as well as the roadmap and costs/ROISupportof Service InitiativeRisk MitigationAccessing the right business people

68. Reviewing IFS setup Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersRelevant Management Team Key Business OwnersPM – Review LeadIFS SpecialistsTechnical LeadTotalamberStakeholders

69. Phase 2. Proof of CapabilityEnhance & ImproveTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService Initiative: Proof of Capability / Enhance & ImproveTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionMobilising the nominated Totalamber consultants and internal business owner and users to flash out the quick wins details and planning.AimsMobilise relevant Totalamber consultant and internal key users

70. Review the initial quick wins and initiatives per business areas (e.g. Finance) and agree priorities and timing

71. Develop day by day plan to execute improvements in conjunction with the Totalamber support centre and nominated consultant TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksDiscuss relevance and its importance

72. Assess best time for implementation

73. Identify internal users impacted

74. Develop improvement execution schedule

75. Commence improvementRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputQuick win plan approved by relevant stakeholdersInitiative plan approved by relevant stakeholdersImplementation of simple and quick improvementsSupportof Service InitiativeRisk MitigationLoss of momentum after the review – other prioritiesNo ownership from business – IT driven improvements Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersDepartmental Super user / Users ImpactedInternal Lead / SponsorImprovements SponsorProject managerModule Consultant Technical Lead (where appropriate)TotalamberStakeholders

76. Phase 3. Execution & DeliveryEnhance & ImproveTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryService Initiative: Execute & Delivery / Enhance & ImproveTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionDelivery: Methodology & Approach Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoW Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear GovernanceSoW LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionReview process to assess improvements implemented and the re-prioritisationAimsAssess quality of work provided by Totalamber

77. Review priorities of quick wins and initiatives

78. Continue implementing improvements for the 12 week period

79. Prepare new phases of improvements and initiatives (e.g. upgrade stages) TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksTrain users on new functionality

80. Reconfigure IFS to work efficiently

81. Develop new queries or reports

82. Develop plans for new phases of improvementsRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputImprovements implementationInitiatives mobilisationDetailed Planning & Costs for larger initiativesSupportof Service InitiativeRisk MitigationLoss of momentum after the review – other prioritiesNo ownership from business – IT driven improvements Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersDepartmental Super user / Users ImpactedInternal Lead / SponsorImprovements SponsorProject managerModule Consultant Technical Lead (where appropriate)TotalamberStakeholders

83. Phase 1. BaselineUpgrade & ImplementTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryService Initiative: Baseline / Upgrade & ImplementTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorOutputs: Capability Strategy & DirectionDelivery: Methodology & Approach Tools: Baseline & Assessment Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoW Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear GovernanceSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionUpgrade strategy to implement a new version of the IFS toolAimsUnderstand current IFS landscape the organisationAssess IFS strengths and weaknessesAssess functional impact of new upgradeAssess customisation impact due to upgradeOutline upgrade benefits and ROITA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksInterview key stakeholders to assess current landscapeReview current IFS set upRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputUpgrade strategy Document – outlining reasons to act, benefits, difference as well as highlight scope and roadmap(Management focus document)Supportof Service InitiativeRisk MitigationNo key senior manager to sponsor the upgrade strategy and the final outputs (actioning them) Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersSenior Managers – e.g. MD / CIO / CFO / IT Manager / Key IFS Owners Programme Manager / IFS Functional Lead / Technical Lead / Support ManagerTotalamberStakeholders

84. Phase 2. Proof of CapabilityUpgrade & ImplementTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService Initiative: Proof of Capability / Upgrade & ImplementTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionDevelopment of tailored statement of work to implement the upgrade strategyAimsDefine upgrade roadmap and approachDefine delivery team, roles and responsibilitiesOutline the approach and decisions for existing enhancementsDefine the internal and external delivery capabilities neededOutline upgrade costs and budget assumptions TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksAssess and establish upgrade work streamsDefine specific roles and schedulesDetermine upgrade scope and prioritiesValidate internal capabilities and availabilityDevelop upgrade plan – charterPresent upgrade strategy for approvalRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputUpgrade project charter – detailing project scope, approach, plans, team members, roles, risks and costsSupportof Service InitiativeRisk MitigationScope and resources not fully defined. For example, is the upgrade like for like or re-implementation? Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersSenior Managers – e.g. MD / CIO / CFO / IT Manager / Key IFS Owners Programme Manager / IFS Functional Lead / Technical Lead / Support ManagerTotalamberStakeholders

85. Phase 3. Execution & DeliveryUpgrade & ImplementTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryService Initiative: Execute & Delivery / Upgrade & ImplementTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionDelivery: Methodology & Approach Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionDelivery of the upgrade charterAimsImplement the improvements through the upgradeEngage the users to get buy-in and sustainabilityEnhance the way the business using IFSMaximise the IFS asset by leveraging functionality TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksMobilise the internal and external resourcesRun workshops to map the new functionalitySign of new ways of workings and decisionsConfigure the IFS software to meet business needsRun relevant tests to get business acceptance Run required training sessionsDeploy the new IFS version with data and functionalityRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputUpgraded softwareEnd Users TrainedData Migrated to new softwareSupport organisation ready to support usersSupportof Service InitiativeRisk MitigationRequired and quality business resources not made available when required – e.g. workshops / testing Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersSponsorSteering Committee / Project BoardInternal Project Manager / Key Process Leads SponsorProject Manager / Functional & Technical ConsultantsTotalamberStakeholders

86. Phase 1. BaselineRollout of Core SolutionTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService Initiative: Baseline / Rollout of Core SolutionTA Service: IPR IFS Performance Review TA Service: SNASupport Needs AnalysisTA Service: RNARollout Needs AnalysisService Initiative IFS Snapshot AssessmentSupport Rollout Configurator Rollout Project ConfiguratorDelivery: Methodology & Approach Outputs: Capability Strategy & DirectionTools: Baseline & Assessment Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools DefinitionAn assessment of the global core solution (blueprint) and its robustness and relevance for the local sites/countriesAimsProvide global rollout strategy heath check if it exists

87. Assess the core solution build and acceptance by the relevant stakeholders

88. Assess the level of buy-in from the sites / countries

89. Identifies areas which need completing before rollout should commence

90. Assess the rollout tools available for standard and QA

91. Estimate level of effort required for Country rollout based on a number of assumptions TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksMeet management and understand rollout priorities

92. Meet project management to review core solution components

93. Interview global and local stakeholders to validate “globalisation” assumptions & statements

94. Score the globalisation standards for the core solution

95. Document the actions needed to enable effective rollout

96. Present findings and recommendations

97. Calculate costs of rollout for a countryRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputRollout Readiness report – outlining rollout health check, readiness activities as well as country costsSupportof Service InitiativeRisk MitigationDocumentation to backup globalisation of core solution

98. Engage sample stakeholders from sites to assess perceptions, concerns and aspirations Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersRelevant Management Team Key Business OwnersPM – Review LeadFunctional Consultant / Rollout ExpertiseTotalamberStakeholders

99. Phase 2. Proof of CapabilityRollout of Core SolutionTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService Initiative: Proof of Capability / Rollout of Core SolutionTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionUse the information provided from the Builder tool to develop a country-specific rollout plan and costsAimsDetermine the level of rollout mobilisation, delivery and support

100. Determine the country readiness for the rollout

101. Provide indicative effort and cost estimates TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorTasksAssess rollout assumptions (e.g. training delivery online)

102. Assess the scope of the country needs with the core solution (template) (e.g. what modules relevant for the country)

103. Assess users capabilities and expectations (e.g. light vs. heavy)

104. Determine the level of internal and external resourcing needed (e.g. data input / cleansing)SnapshotLiSA & SNA Support Tools Rolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Output“Country In Box” Delivery Proposal – scope and costRisk MitigationDisconnect between global aspirations and country needsYour StakeholdersGlobal SponsorGlobal Programme ManagementGlobal Business Process OwnersSupportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Rollout SponsorProject / Rollout ManagerTraining ManagerSupport managerTechnical Lead (where appropriate)TotalamberStakeholders

105. Phase 3. Execution & DeliveryRollout of Core SolutionTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryService Initiative: Execute & Delivery / Rollout of Core SolutionTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionDelivery: Methodology & Approach Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionGlobal rollout centre of excellence to ensure the IFS core solution is rolled out in a standard manner and with minimum deviationAimsDevelop the common documentation (e.g. training material) and techniques (e.g. data extraction & loading) to use repeatedly in all rollout (cookie cutter approach) TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorTasksDevelop and test the Country Rollout Readiness Checklist – 12 week count down;

106. Agree data EML (Extraction Manipulation & Loading) templates for all modules

107. Develop training material and delivery guidelines

108. Develop IFS support handholding and coaching post go liveSnapshotLiSA & SNA Support Tools OutputCountry Rollout Readiness ReportData Factory – for migrationTraining Factory – for material and deliverySupport Factory – for handholding and business as-usualRolloutof Core Solution Migrate to IFSLocalise Market ModsSoW Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Mobilise Rollout Team Train Users&Super UsersSoWRisk MitigationLimited group resources to develop factoriesKey project staff left before factories establishedDisconnect between rollout team and the core solutionYour StakeholdersGlobal SponsorGlobal Programme ManagementGlobal Business Process OwnersData LeadTraining LeadSupport LeadSupportof Service Initiative Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Global Factory Manager – Command & Control leadNominated Country Rollout PM Training LeadSupport LeadTechnical LeadTotalamberStakeholders

109. Phase 1. BaselineSupport of Service InitiativeTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService Initiative: Baseline / Support of Service InitiativeTA Service: IPR IFS Performance Review TA Service: RNARollout Needs AnalysisTA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Outputs: Capability Strategy & DirectionTools: Baseline & Assessment Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionAn assessment of current and future IFS support landscape, skills and capabilities

110. Assess the support strategy covering business, people, processes and tools

111. Assess the internal capacity and capabilities

112. Identify the IFS support priorities across the IFS layers – software, database, system admin, modules, reports and training

113. Provide cost and delivery options for IFS support

114. Assess how support can be utilised to assist with IFS improvements and rollout – providing long term continuity and sustainabilityAims TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksMeet IT management and support representatives

115. Interview stakeholders to assess support effectiveness

116. Document findings and recommendations

117. Present LiSA and SNA scores and recommendationsRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputLiSA Report – dashboard showing effectiveness of support strategy and maturitySNA – quantitative DNA score to highlight the areas with the most need for IFS support (e.g. Profiles)Supportof Service InitiativeRisk MitigationSpeak to more than the support team

118. Not to reinvent the wheel Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersRelevant Management Team Key Business OwnersPM – Review LeadSupport ManagerTotalamberStakeholders

119. Phase 2. Proof of CapabilitySupport of Service InitiativeTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 3Execution& DeliveryPhase 2Proofof CapabilityService Initiative: Proof of Capability / Support of Service InitiativeTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorDelivery: Methodology & Approach Tools: Baseline & Assessment Outputs: Capability Strategy & DirectionEnhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionDevelopment of support charter (globally and/or locally)AimsFlash out the support requirementsDefine the specific scope per support areaEngage the relevant stakeholders to formulate plansProvide clarity to management on scope and costs TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksInterview IT management to validate assumptionsValidate business expectations – e.g. SLAsDefine support scope per layerDetermine the skills and efforts needed per layerMap internal and external support stakeholdersDevelop support proposal and statement of workRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputSupport proposalSupport Statement of WorkSupport Master Service Levels AgreementSupport handbookSupportof Service InitiativeRisk MitigationLimited or no business ownership to the IFS support Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoW Mobilise Support Team Alignment of Tools & ProcessesSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Your StakeholdersIT Management / Support ManagementBusiness Key Process OwnersSupport ManagerModule Consultants / Technical LeadTotalamberStakeholders

120. Phase 3. Execution & DeliverySupport of Service InitiativeTotalamber’s Integrated Service Component ModelWithin 3 YearsWithin 3 WeeksWithin 3 MonthsPhase1Baselineto AssessPhase 2Proofof CapabilityPhase 3Execution& DeliveryService Initiative: Execute & Delivery / Support of Service InitiativeTA Service: IPR IFS Performance Review TA Service: RNARollout Needs Analysis TA Service: SNASupport Needs AnalysisService Initiative IFS Snapshot Assessment Rollout Project ConfiguratorSupport Rollout ConfiguratorTools: Baseline & Assessment Outputs: Capability Strategy & DirectionDelivery: Methodology & Approach Enhance&Improve Enhance Roadmap 1.Strategy & Direction 2. Management & Controls 3. Execution & Delivery 4. Support SoWSoW Business Case Scoped Priorities Clear initiatives with Tangible Business Benefit! A Clear R.O.I Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance Boost Roadmap Quick Wins Improvements Tips & Training Enhancements 12 wk. Initiatives Project Charter Shared Risk Milestone Pay Prioritised Scope Defined RolesClear Governance LiSA & SNA Support Tools Snapshot LiSA & SNA Support Tools LiSA & SNA Support Tools DefinitionDeliver IFS support across the agreed areasAimsEnsure business users are supported effectivelyProvide proactive support to enhance IFS usageEngage process owners as part of a structured support TA Service: UNAUpgrade Needs AnalysisUpgrade& Implement Design Build Support MobiliseSoW Test Deploy Upgrade-in-a-box1. Upgrade Template Readiness 2. Upgrade Streams Readiness 3. Local Site or Country Readiness UpG. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability SoW Upgrade Project ConfiguratorSnapshotLiSA & SNA Support Tools TasksMobilise the internal and external support teamsSet up the case management tools and SLAsConduct the relevant MOTs to baseline the softwareTrain internal support staff on key areasConduct onsite meetings to kick off issue managementReview support SLA and enhance servicesRolloutof Core Solution Migrate to IFSLocalise Market ModsSoWSoW Mobilise Rollout Team Train Users&Super Users Rollout-in-a-box1. Core Template Readiness 2. Data / Training / Support Factory Readiness 3. Site / Country Readiness RO. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability OutputIT staff and business end users are supported across a number of layersSupportof Service InitiativeRisk Mitigation1st line helpdesk does not capture all key issues formally. Users avoid reporting issues via the desk Alignment of SLA’s & RolesSoWTrain & Align Support TeamSoWSupport-in-a-box1. Right-sized 1st 2nd & 3rd line Support 2. Defined Local or Global Sup. Services 3. Alignment of TA Support Tower Sup. Roadmap & Project Charter 1.Strategy & Direction 2. Mgmt. & Controls 3. Execution & Delivery 4. Support Sustainability Mobilise Support Team Alignment of Tools & ProcessesYour StakeholdersIT Management / Support ManagementBusiness Key Process OwnersSupport ManagerModule Consultants / Technical LeadTotalamberStakeholders

121. High Performance. Guaranteed.Totalamber’s Service Component Model (TASC)IFS Solution: Improvements, Rollout & Support Delivery FrameworkMethodology, Tools & Techniques

Totalamber's Service Component Model

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