A Service designed to provide IT Departments with an understanding of the Application Compatibility and Remediation needs that their organization faces prior to the Client Migration along with a Discovery of their Environment

1. 2010
Application Compatibility
Planning Service
A Service with APP-(reciation)
A Service designed to provide IT Departments with an understanding of the
Application Compatibility and Remediation needs that their organization faces
prior to the Client Migration along with a Discovery of their Environment.
Christopher Silver
MyGreatClients.com

2. Application Compatibility Planning Service
Table of Contents
I. Overview
II. Defining YOUR IT Environment
III. Defining YOUR Application Management
IV. Collection of Environmental Information
V. Analysis of Environmental Information
VI. TestingRationalization Remediation
VII. User Acceptance Testing (UAT)
VIII. Deployment Distribution Solution
IX. Planning Service Deliverables
X. Term Definitions
APPENDIX: ACPS Engagement Options
A. Discovery & Evaluation
B. Remediation
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3. Application Compatibility Planning Service
I. ACPS Overview
Collect Analyze Remediate Deploy SYNERGY
a. What is the ACPS exactly?
The ACPS or Application Compatibility Planning Service is designed to assist the IT Project Team to
assess the total compatibility of the applications in the organizations environment. This service is
designed to discover the following variables for the IT Project Team, Quantity, Duration, Cost
Estimate and Methodology.
During the Discovery Phase there will be Collateral information Collected and Analyzed that will
help in your migration and standardization. Company Profile of Users Organizational Structure
and Situational Role. Also, Application Management Catalog, Application Documentation as well
as Recommendation of Customized Support & Process workflows.
b. How can it help my migration?
This Planning Service helps your migration and (BAU) Business As Usual Operations by having
experts in ACPS collect & analyze the information in your organization. The Application Usage by
Organizational Structure and Situational Role helps in the development of Image Deployment
Scenario’s. This sets the timeline for the Building and Deployment for your company’s migration
by showing you the prioritization of the applications in use. With the Information of Time, Cost
and Method will assist with planning for your Business Value in procuring funding of your project.
Project Apps Location Apps Team Apps User Apps
Department Apps Role Apps
Core Applications
Operating System
Hardware Abstraction Layer (HAL)
Hardware
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4. Application Compatibility Planning Service
II. Define IT Environment
Discovery of the Current & Future Environments is paramount for developing solutions on Application
Management and Remediation. There must be a clear understanding of what technologies are in place
or will be in place for the remediation. This ensures that business critical functionality is not affected,
and can be planned around.
a. Discovery of Current Environment
i. Client Server Network Infrastructure
1. Client System Discovery (HWSWOSetc)
2. Server Systems Discovery (ADDNSSCCMExchangeWSUSetc)
3. Network Discovery
ii. Support Structure
1. Help Desk (Call Center) Deskside Technical Admins
2. Business Analyst Application Owners Application Testers
3. Change Management (Change Windows)
iii. Process Workflows
1. Challenge Ticket Progression Requisitions
2. Application Management (Integration Process)
3. Packaging Solution & Deployment Solution & Testing Processes
Support
Center
Client
Support
Center
Business Process Deskside
Support
Structure Infrastructure
Tech Tech Deskside
Admins
Network Server
Admins Support
b. Discovery of Planned Migration Environment w/Timeline
A detailed diagram and timeline of what the environment looks like after all the necessary
upgrades and implementations are complete is needed. It is important to know what the
environment looks like at all times and also what changes have been made and are scheduled to
be made. This can affect how the applications function in the production environment, and may
cause for further infrastructure remediation.
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5. Application Compatibility Planning Service
III. Define Application Management
This is a great time to attack the challenges you have faced in the past with Application Management in
your organization. It is also the time to set policies and procedures around managing the integration of
applications in the environment as well as setting the documentation and packaging procedures around
your application catalog. We can also design workflows around support and training models that with
the strengths of your department.
a. Discovery of Current Application Management Structure
By understanding the Pros & Cons of the current Application Management Processes we can
correctly modify it to maximize the productivity and success rate the new processes and
procedures will have in your environment. Every culture is different, and understanding what
works and what doesn’t will guarantee the success of the project.
b. Set Goals for Future Application Management Structure
With this time available it is important to take a look at your entire Application Management
System. What do you want your Application Process to look like, what are the strengths and what
we can implement now to assist your support and administration of your application portfolio
moving forward.
i. Flexibility
How fast can you respond to technology change and to adopt it as a competitive advantage?
How well do you understand the Business to recommend the solution of Application
management that works the best? How efficient and productively can you manage the
lifecycle of application management? How can your processes adapt to the changing
environment?
ii. Productivity Efficiency
How can we develop an Application Management Solution that best maximizes the
productivity of the User and the Technician? How can we lower the resolution time and the
help desk calls while still providing a user friendly and familiar experience.
iii. Documentation
How can we document the Standards, Policies, Procedures, Processes and Methodologies
used to provide a standardized environment? How can we document the applications and
have the necessary support information in a centralized location for quick ticket and
challenge resolution.
iv. Communication
How can we improve the communication between all levels of support, the business and
technical administration?
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6. Application Compatibility Planning Service
IV. Collection of Environmental Information
UnKnown DISCOVERED
The collection of environmental information is a very important phase; this is where a discovery of all
applications used in the environment. By collecting all this information we can quickly assess the
business critical applications and begin to prioritize and categorize the organization. The importance of
this stage is in gathering all the applications present in the environment, not just the approved. That is
why there are multiple different tools and options we use to gather this information.
a. Tools & Utilities
i. ACT- Microsoft Application Compatibility Toolkit
ii. MAP- Microsoft Assessment and Planning Toolkit
iii. Reports- SMSSCCMother
iv. Interviews & Questionnaires to Users
b. Discovery of Organizational Structure
Understanding your company is paramount, the best way to develop application management
plans is to talk to Human Resources and receive a copy of their organizational chart. By profiling
the same way that HR profiles the users you make for a synergetic effort and combination of IT
and HR communication.
c. Inventory of Applications
Using the tools & utilities, a complete application list is created of all application currently being
utilized in the environment (Known & Unknown). This is then cross-referenced with the approved
applications list to compile as a complete environmental application list that we now can analyze.
i. Categorize by Organizational Units
We categorize by organizational units to get a complete picture of what user role require
applications for core business critical functionality. By categorizing in this method we can
begin to create automatic standards to persons to help in the support and break-fix scenario
challenges that support centers face in challenge tickets. This also assists in the
development of hybrid images.
ii. Gather Documentation & Support Information
In one central location all the current documentation as well as support information for all
the applications in your environment. For this the best source is usually the deskside and
help desk personnel.
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7. Application Compatibility Planning Service
iii. Business Application Owners
Business Application Owners are members of the user community to either were the
business sponsor on purchasing the application or are the primary users of the application.
These Application Owners will be the persons responsible for assuring the testing and
configuration of the application are configured correctly. The Business owners will be the
appropriate source to gather support and contact information as well as install media for
the applications. They will also have key information on the Current Versions and timelines
on new or upgrade versions.
iv. Locations of Install Points & Media
The location of all install directories that have been used for all applications is very
important. This is the main cause for MSI and Install corruption because installs are done
with rogue install packages from unknown points. The cause of this is usually security
access to centralized install points, or ease of use of removable media. The violators are
often our own support personnel. The best people to list every install points are the
Deskside and Support Center technicians.
File Server
1st Level Support
File Server
2nd Level Support End User
File Server
SCCM SMS
Logon-Scripts
Group Policy
File Server
v. Distribution Methods
Capture all the current steady state distribution methods used for Software Deployment for
all the applications on the list. This will give clues as to some of the challenges of
applications as well as some pre-requisites that were sometimes previously unknown or
undocumented.
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8. Application Compatibility Planning Service
V. Analysis of Environmental Information
The Analysis of the data collected sets the course for the solution on the Application Management and
assists in the planning for your organizations migration. By deciphering the data collected this provides
a categorized view on the business critical and role based applications that will drive the decision
making and define the scenarios for your Application Management Strategy.
Organization
Task
Department
Contract Mobile Location
USERS
Group
Role
Remote Office
User
a. Creation of Supported Application Inventory Catalog
Central Reference Point Document for all Approved Packaged Software in the environment. This
Catalog is referenced to find information on software install methods and any application
approvals that may be needed prior to an install of a requested application.
b. Documentation & Support Information
Complete Document that contains all information about the packaged application prepared by the
Packager and contains details on the packaging process and information on the install itself as well
as support information and contact persons. This is also the time to set the folder structure for
your applications for ease of use and efficiency for support. A clean and efficient folder hierarchy
is pivotal for the administration of your application portfolio.
c. Prioritization Categorization of Applications by Organizational Units
The applications are then categorized by installation instances by Organizational Structure, of
business needs. They are also prioritized according to install usage instances to gage which
applications are in more demand and receive a higher priority rating.
d. Assignment of Business Application Owners & Testers
This is also the phase where Application Owners or qualified “Super User” of applications are
assigned to be the testers of packaged solution. The Business Owners are the user of the
application that purchased or is responsible for the licenses or requested the software integration.
By assigning these persons at an early stage and getting them integrated in the process, this
assists the remediation stage of the Application Compatibility of your organizations Applications.
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9. Application Compatibility Planning Service
VI. Testing Remediation Rationalization
The testing, remediation and rationalization phase is how the applications are integrated in the
environment. The testing is done as a pre-requisite to every application to ensure it works on the
organizations image then the rationalization and remediation is how we assign a solution to the
challenge of organizational technical integration.
a. Testing Procedure
This is imperative to test the applications on a beta-Version of your organizations image, this
ensures that it is qualified and works in the environment as a vendor install before any packaging
or deployment solution is applied. This is used for every application, even those that are certified
to work on the new OS, because it does not certify that it will work with some of the
customizations that are specific to your organizations image.
b. Rationalization
This time of Application remediation can be used to eliminate and combine applications that
perform similar functionality. This is a great way to decrease your supported applications count as
well as eliminating unnecessary spending for licenses and unique applications that only provide
limited functionality; this can also be used to create universal training and support across the
organization.
c. Remediation Options (Packaging Solution)
The term remediation refers to a Packaging Solution or way of attacking an application to ensure
its standardization, compatibility and ability for automatic deployment to the user community.
Below are the possibly ways of accomplishing this task with the technological tools available to the
Packaging Solution Engineer.
i. New Version Available
This is the recommended first step for remediation, although typically the most expensive
option either with Development or Acquisition Cost this option is the best because it offers
definite Vendor Support of the Application.
ii. Shim
This modifies the calls applications make to the operating system, every application cannot
be shimmed and this does come with minimal management of a shim database that must be
updated and installed on client machines to function.
SHIM DB
Application Operating
Call to OS System
SHIM DB
iii. Change Policy
An option of changing the security policy of the client systems by disabling UAC or
InterIntra net zones to allow for more flexibility. This is a current struggle between security
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10. Application Compatibility Planning Service
and functionality but a decision of what is business critical and vendorcompany supported
is an argument that is used to facilitate a switch.
iv. Virtualization
Application Virtualization (APP-V) is a current technology being utilized where this resolves
the conflicts applications have with other application on systems by running the application
in a virtual “bubble” by a client agent on the client systems.
Machine Enterprise Virtualization (MED-V) is a technology being utilized which is resolving
conflicts between application and operating systems by making available to the application
a virtual operating system of XP.
Both technologies help resolve conflicts but the technology is new and only functions
efficiently when the application meets certain requirements. The benefit is there are
management consoles and the client systems maintain their stability and integrity by not
having application physically installed on machines.
Application
Files
OS
Runtime
Virtualized Virtual
Files
Files Application
Virtual
Registry
v. Terminal Services Citrix
vi. Retire It
Sometimes the best option is to remove this application from your organization because of
its low value and priority and difficulty to manage and support. There may be a business
case to Retire It or Rationalize it with a different vendor’s application or perhaps a feature
on already owned software accomplishes similar functionality.
d. Remediation Tools & Utilities
i. MSI Editor-
1. Wise Package Studio
2. Install Shield Admin Studio
ii. Virtualization-
1. Microsoft Application Virtualization (App-V)
2. Microsoft Machine Enterprise Virtualization (MED-V)
iii. Application Compatibility Toolkit (ACT): Compatibility Administrator - Shim Database
iv. Scripting For Automation
VBscript, Powershell, Batch, WinBatch, AutoIT, etc.
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11. Application Compatibility Planning Service
VII. User Acceptance Testing (UAT)
a. Acceptance Policies
Application Business Owner Acceptance or “Sign Off” of the Packaged & Deployed application is
required prior to the applications release into the environment. By putting this level of
responsibility on the business as well as the IT Admin we ensure that a quality well tested product
is being released.
These Policies are best to be put into effect at this juncture because this is the most important
policy being put under for executive review. This sets a level of responsibility on the business to
work with IT in the production of Packaging & Deployment Solutions for the company.
b. UAT Stakeholders & Resources
i. Stakeholder’s
1. Application BusinessTechnical Owner
The Application Business Owner (Business Analyst) has a stake in the success of the
application package because it is their user community that the application is being
deployed and where they are held accountable. It is in their best interest to ensure
that the package that is going out to the community is well tested.
2. IT Packaging Solution Engineer
The Packager has stake in the success of the application package because ultimately
they are responsible for the package that is ultimately delivered down to the users
machine. The Packager & IT Manager is always ultimately accountable for all
packages that were packaged by the individual.
3. IT Deployment Engineer
The Deployment Engineer is responsible for the packaging solution to be put into a
deployment solution set for a distribution to the targeted users’ desktops.
ii. Resources
1. Pilot Test Groups
2. Change Management
3. IT Managers
c. UAT Procedure & Workflows
i. Official Packaging Solution Testing Procedure
1. Script for Testing a test system Prior to Install
2. Script for Testing an Application Install
3. Application Technical Business Owner Test of Application
4. Script for Testing a System Post Install
5. Script for Uninstall Testing of Application
6. Script for Testing a System Post Uninstall of Application
d. Documentation
i. Application UAT Policy
ii. UAT Procedure Scripts Document
iii. Official Application Business Technical Owner Acceptance Form
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12. Application Compatibility Planning Service
VIII. Deployment & Distribution (Deployment Solution)
a. Image Build Process
Some applications due to the usage reports that come back from the Collection and Analysis
phase, can be included during the imaging process as part of a Role Scenario
b. GPO Logon Scripts
If certain requirements of the application require that the application be deployed via GPO or
Logon Script or perhaps some other deployment method is available. This option is not very
controllable or reportable on a management scheme.
c. SMS SCCM Virtualization Mgmt. (Other)
A dependable, manageable, reportable deployment solution to deploy applications to the client
systems.
d. WSUS Other
This is how Microsoft core components and upgrades Framework’s, SP’s, Patches, and Updates
are installed on Client PC’s via the Update Service. This is the best practice for all those
components.
e. Manual
Installed either by Support Center or Help Desk as a last resort, but the version they install is
installed by the same command line as the automated solution and from the same location.
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13. Application Compatibility Planning Service
IX. Planning Service Deliverables
a. Application Management Catalog
Central Reference Point Document for all Approved Packaged Software in the environment.
This Catalog is referenced to find information on software install methods and any application
approvals that may be needed prior to an install of a requested application.
b. Documentation & Central Location Structure
Complete Document that contains all information about the packaged application prepared by
the Packager and contains details on the packaging process and information on the install itself
as well as support information and contact persons. This is also the time to set the folder
structure for your applications for ease of use and efficiency for support. A clean and efficient
folder hierarchy is pivotal for the administration of your application portfolio.
ApplicationName_V_xx
Documentation
Application Info Doc
Vendor Support Doc
Manual
Install EXE
Uninstall EXE
Production
- SCCM Source Loc
- Manual Source Loc
Vendor
- Pristine Vendor Media
Working
- Any files from Dev
c. Support & Process Workflows
This process will also analyses your support and process workflows, this is the best time to
recommend new changes in workflow design and optimize the processes based on your
organizational strengths and weaknesses to maximize your productivity and efficiency.
i. Application Integration Process Workflow
Application Integration Process WorkFlow
Application
Catalog
NOT PASS
In Catalog Validation
Application Packaging
Application US Operations For Deployment
Request Form Install Development Kick-Off Meeting
YES Project Stakeholders Discuss Tasks For This Stage
In Catalog Tasks At This Point
-App UpgradeNew Create an SMS Deployable Package
1- Acquire Requested Software
-Target Users Document Entire Process
2- Check App Prerequisites
-Project Dates Follow App Pkg Best Practices
2- Test Against Company Image
-Project Resources Named Create an Install & Uninstall Pkg
FAIL
Validation
Application Requires Prerequisites that
Application are not packaged or available on current
Installed image
Pass
Application Packaging
FAIL Deployment TESTING
App Owner Testing
FAIL
PILOT Testing
Application
Catalog
PASS PASS
SUCCESS
Testing PILOT 1/2 Deployment Testing PRODUCTION
Testing w/ App Owner TESTING Deployment
Tasks For This Stage
-(Deployment) Install Package Tasks For This Stage Tasks For This Stage UPDATED
-Test App, Image, Other Core Apps -Test (Deployment) to 10% of Target -Deployment of Gold Prod Package Now Available
-(Deployment) Uninstall Package -Gather Results for Support Doc’s -Monitor Results Support Calls For Support Install
-Test Image, Other Core Apps
-Get Sign-Off From App Owner
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14. Application Compatibility Planning Service
ii. Application Remediation Workflow
Application Integration Remediation
Application List Application
Packager is Assigned
Documentation
Application
Windows 7 Team Lead
Compliance Testing Loads into
Deployment Method
Vendor
Packaging Deployment
Solution Solution
Provided
Solution From
Vendor
MSI App-V Other SCCM App-V Other
Transform Sequenced CMD Line Collection Streaming Manual
SnapShot FileShare Package Cached Special
Temporary
Hold CMD Line Special Advertisemnt
Package Package
Packager HOLD HOLD
Basic For TL UAT For
Testing Decision Decision
Update
Application Application Catalog
WORKING PRODUCTION
File Store Documentation File Store
Page 1
d. Outline Plan Document for Remediation
i. Packaging & Deployment Solutions for Applications
ii. Project Estimates for Remediation (Cost Time Resources)
iii. Options Available for Execution of Remediation
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15. Application Compatibility Planning Service
X. Term Definitions
a. ACPS – Application Compatibility Planning Service
b. BAU – Business As Usual: This is the steady state daily operations
c. Package- an installable media customized for standardization, could be MSIApp-v
d. Source- the installation media files as they were provided by the vendor
e. UAT- User Acceptance Testing
f. Packaging Solution- Method an application is packaged Virtualized, MSI, Other
g. Deployment Solution- Method an application is configured for Distribution
h. Packager- Person responsible for creating Packages by utilizing Packaging Solutions
i. Technical Coordinator Lead: Packager with advanced skills and project management methodologies to
assign and coordinate packages to the other packagers.
j. Deployment Tech- Person responsible for creating a Deployment Solution. Usually the SCCM
Administrator.
k. ACPS Liaison- Employee that is a Stakeholder to the ACPS Team that acts as a go between the Packaging
efforts and the company.
l. SCCM – Microsoft Systems Center Configuration Manager 2007 R2: Enterprise Client Management Tool
for the distribution of MS Patches, Service Packs, Updates, Hotfixes, Applications, Operating Systems
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16. Application Compatibility Planning Service
Appendix A.
Planning Service Engagement Options
ACPS: Discovery & Evaluation
A. Application Compatibility Planning Service
a. 5 Day Planning Service
 Overview Discussions of Collection of Data Phase
 Discussions Beginning Planning of Analysis of Data Phase
 Design & Implementation of Tools & Utilities
 Discovery & Documentation of Current Environment Phase
 Documentation & Discussion of Migration Plan
b. 10 Day Planning Service
 All of 5 Day Planning Service
 Execution Start of Application Inventory Portfolio
 Execution Start of Application Documentation Templates
 Execution of Folder Hierarchy for Application Repository
 Execution of Collection Phase
 Beginning Analysis of Data Phase
 Planning of Testing Remediation Rationalization Phase
c. 20-30 Day Planning Service
 All of 10 Day Planning Service
 Complete ACPS – When Complete you will have a fully known Application Inventory Portfolio
along with Reports and Documentation of the Strategy around Application Compatibility in your
Organization.
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17. Application Compatibility Planning Service
Appendix B.
Planning Service Engagement Options
ACPS: Remediation
B. Application Management Remediation Service
This is the service that deals specifically with the execution of the Remediation of the Applications in the
organizations environment. This Remediation Service Includes the Complete ACPS as a milestone where
your organization has the ability to choose which option best suites the culture of the company.
Milestones are placed at specific points in the Remediation process to ensure that your organization is
satisfied with the level of service that is being provided. All of these solutions are completely customizable
according to the company and culture being remediated.
a. Application Management Consulting Service
 ACPS Technical Project Manager will be onsite to consult your team and lead them through the
entire process of Remediation of your Application Portfolio. The ACPS Technical Project
Manager will work with your Resources to ensure your Application Compatibility is performed
by the industry best practices and in a way that ensures the most productive efficient use of
your organizations resources, or will assist with the acquisition of resources if needed.
Your
Packaging Team
Your
Technical Lead
Our Your
Technical PM UAT Team
Your
ACPS
Deployment Tech
Your
ACPS Liason
b. Resource Augmentation
We can provide excellent resources in any of the required areas for your project and ensure they
are of the highest caliber, these resources can also become regular consultants after the project
has completed to perform BAU Business As Usual Operations.
Packaging
Technical Team
Project Lead
ACPS UAT Team
Lead Deployment
Tech
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18. Application Compatibility Planning Service
c. Outsource Total Project Remediation
This solution is a complete end to end solution for your Application Remediation Challenge. All
resources necessary for the Completion of the Application Remediation Process are from our
company. At the end of the solution you are provided with Application Packages available for
distribution by your Deployment Solution, along with complete documentation and application
portfolio. Training and Workflows will be introduced and implemented on your Support Center.
 On-Site Team
o All resources located On-Site
o All Remediation is performed On-Site with Organization Equipment
o User Acceptance Testing is Performed
o Progressive Handover
- Application Packages
- Documentation
- Processes & Workflows
- Support Center Integration
o Post – Project Completion
- Ability to keep Application Packaging Solution Engineers as Consultants for BAU
Our
Packaging Team
Our
Technical Lead
Our Our
Project Lead UAT Team
Our Your
ACPS
Deployment Tech
Your Liason
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19. Application Compatibility Planning Service
 Off-Site Team
o All resources located at Off-Site (US) DataCenter
o All Remediation is performed at Off-Site Location
o Organization must Provide Pre-Requisite Requirements
o Your Resources perform Progressive Post UAT
o Progressive Closeout Handover
- Application Packages
- Documentation
- Processes & Workflows
- Support Center Integration
Our
Our
Off-Site Technical
Packaging Team
Coordinator
ACPS Your
UAT Team
On-Site Your Liason
Your
Deployment Tech
 Hybrid Team
o Team Off-Site Team Lead Consultant On-Site
o Team Lead Consultant Performs UAT
o Team Lead Consultant Assists with Deployment Solution
o All Packaging performed Off-Site with Team Lead Consultant Performing Progressive
Handover Concurrently On-Site
o Progressive Handover
- Application Packages
- Documentation
- Processes & Workflows
- Support Center Integration
o Post – Project Completion
- Ability to keep Team Lead Consultant as Consultants for BAU
Our
Our
Off-Site Technical
Packaging Team
Coordinator
Your Our
ACPS
UAT Team
Our
Technical Lead
Your Our
On-Site
Deployment Tech
Your Liason
Christopher Silver Page 18