HomeMy WebLinkAboutExhibitMicrosoft Consulting Services No -Cost Work Order
State and Local Government
(For Microsoft Internal Purposes Only)
SLG/E MCS WO
GVS0246-475328-608591
This No -Cost Work Order is made pursuant to the Microsoft Services Agreement #U5222173 (the
"agreement") effective as of 1/13/2017, by and between Miami -Dade County, FL and Microsoft Corporation
("Microsoft," "we," "us," or "our"), as amended. As an Affiliate of Miami -Dade County, the City of Miami is
permitted to utilize the agreement and enter into Work Orders with us. The City of Miami is referred as "you"
or "Customer" in this Work Order. The terms of the agreement are incorporated herein by this reference.
Any terms not otherwise defined herein will assume the meanings set forth in the agreement. This work
order is comprised of this cover page and the work order terms below, which are incorporated herein by
this reference.
Customer Invoice Information
Name of Customer Contact Name (This person receives invoices
under this work order.)
City of Miami, Florida City of Miami — Finance General Accounting
Name of Customer Affiliate that executed the Agreement if different than the undersigned
Street Address Contact E-mail Address
Miami Riverside Center, 444 SW 2nd Street, 5th Floor pavables@miamigov.com
City State/Province Phone No.
Miami Florida
Country Postal Code Fax
USA 33130-1910
Invoicing
Services under this Work Order are being offered on a gratuitous basis. No invoicing will occur.
Contact Name: Contact E-mail address: Contact phone No.:
Web site address:
Commencement Date
This Work Order will be effective and Professional Services can commence on the later of the below
Signature Dates. This Work Order will expire on September 30, 2024. In order for Microsoft to continue work
after the expiration date, Customer and Microsoft must agree in writing to a new Work Order or an
amendment to this work order identifying the new expiration date and any other terms upon which Customer
and Microsoft agree.
Payments to Microsoft should be made to the following, include reference to our invoice number:
By Check: Microsoft Enterprise Services, P.O. Box 844510, Dallas, TX 75284-4510
By Check (overnight courier): Microsoft Corporation c/o Bank of America Lockbox 844510, 1950 N.
Stemmons Fwy, Ste 5010, Dallas, TX 75207 (214) 508-7262
By Wire: Microsoft Enterprise Services #844510, Acct 3750825354/ ABA#1100001-2, c/o Bank of America
❑ Attachments required with Invoice (Status Reports/Time /Expense Breakouts, Other):
WorkOrder1 v8.0(USSLG E)(Apri12019)
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Project Point of Contact (Customer Satisfaction Contact)
Name of Customer Same as above
Project leader (This person is Customer's
point of contact for all service -related matters
under this Work Order.)
Street Address
Contact
E-mail
Address
City
State/Province Phone
Country USA Postal Code Fax
By signing below the parties acknowledge and agree to be bound to the terms of the Agreement and this
Work Order.
Customer
Microsoft Affiliate
Name of Customer (Please Print)
City of Miami, Florida
Name
Microsoft Corporation
Signature
Signature
Name of person signing (Please Print)
Name of person signing (Please Print)
Title of person signing (Please Print)
Title of person signing (Please Print)
Signature date
Signature date
WorkOrder1 v8.0(USSLG E)(Apri12019)
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1. Services. Microsoft will perform for Customer those services as identified in the attached Statement
of Work entitled "Copilot for Microsoft 365 Rapid Deployment and Adoption," dated 5/24/2024
(the "Statement of Work" or "SOW'). Any dates provided are estimates only. All services will be
performed off -site at our facilities and will be coordinated with your project leader. Because we are
performing the services under your direction, based on an estimated period of performance and level
of effort, we do not warrant that any services deliverables will be completed or be satisfactory to you
within the estimated period or level of effort.
Microsoft resources and Microsoft subcontractors' resources may perform services remotely or on -site
from Microsoft facilities, Customer facilities, or Microsoft partner's facilities. If the project schedule
requires Microsoft resources and/or Microsoft subcontractors' resources to perform dedicated services
at Customer site on a weekly basis, Microsoft will apply the following travel guidelines:
• Resources will typically be on -site for 3 nights/4 days; arriving on Mondays and leaving on
Thursdays.
• Resources may stretch their daily work plan in order to accommodate project's weekly
activities within those 4 days.
• As needed, resources may perform project activities working remotely on Fridays.
• All project hours will be billed as actual.
The following services constitute "gratuitous" services for which you shall have no legal or moral
obligation to pay and for which we waive any entitlement to compensation. It is our intent that
this agreement order be in compliance with applicable laws and regulations regarding the provision of
gratuitous services. It is specifically understood that all services and services deliverables provided
under this agreement are for the sole benefit and use of City of Miami, Florida, for which we
provide them, directly or indirectly, and are not provided to or for the benefit of
any individual.
See attached SOW
2. Fees.
The services provided hereunder constitute "gratuitous" services and materials for which Customer
shall have no legal or moral obligation to pay and for which Microsoft waives any entitlement to
compensation. By providing these gratuitous services and materials it is Microsoft's intent to be in
compliance with applicable laws and regulations regarding the provision of gratuitous services.
Specifically, it is understood that all services and materials provided under this work order are for the
sole benefit and use of Customer, directly or indirectly, and are not provided to or for any individual
government employee.
Proposed Resources
Proposed Hours
Value of Gratuitous Monetary
Investment
(USD)
Delivery Consulting
Up to 380 Hours
$127,584.00
Project Oversight
Up to 34 Hours
$ 12,412.00
Quality Assurance
Up to 10 Hours
$ 3,680.00
NOT TO EXCEED TOTAL
Up to 424 Hours
$ 149,423.04
Travel Expenses NOT TO EXCEED
$2,000.00
AMOUNT BILLABLE TO
CUSTOMER
$0.00
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3. Changes to the Work Order Term.
Either party may terminate this Work Order if the other party is in material breach or default of any
obligation that is not cured within thirty (30) days' written notice of such breach. Customer may
terminate this Work Order at any time for convenience by providing Microsoft with thirty (30) days prior
written notice, "Notice Period".
In case of termination for convenience, Customer will pay Microsoft for all services provided up to the
end of the Notice Period.
4. Cost or Pricing Data. We will not, under any circumstances, accept work that would require the
submission of cost or pricing data.
5. Use, ownership, rights, and restrictions.
Products. "Product" means all products identified in the Product Terms, such as all Software, Online
Services and other web -based services, including pre-release or beta versions. Product availability may
vary by region. "Product Terms" means the document that provides information about Microsoft
Products available through volume licensing. The Product Terms document is published on the Volume
Licensing Site (http://www.microsoft.com/licensing/contract or successor site) and is updated from
time to time. All products and related solutions provided under this Work Order will be licensed
according to the terms of the license agreement packaged with or otherwise applicable to such product.
Customer is responsible for paying any licensing fees associated with Products.
Fixes. "Fixes" means Product fixes, modifications, enhancements, or their derivatives, that Microsoft
either releases generally (such as service packs), or that Microsoft provides to Customer when
performing Professional Services (all support, planning, consulting and other professional services or
advice, including any resulting deliverables provided to Customer under this Work Order, to address a
specific issue. "Professional Services" means Product support services and Microsoft consulting
services provided to Customer under this Work Order. "Professional Services" or "services" does not
include Online Services, unless specifically noted.
Fixes are licensed according to the license terms applicable to the Product to which those Fixes relate.
If the Fixes are not provided for a specific Product, any other use terms Microsoft provides with the
Fixes will apply.
Pre-existing Work. "Pre-existing Work" means any computer code or other written materials
developed or otherwise obtained independent of this Work Order. All rights in Pre-existing Work shall
remain the sole property of the party providing the Pre-existing Work. Each party may use, reproduce
and modify the other party's Pre-existing Work only as needed to perform obligations related to
Professional Services.
Services Deliverables. "Services Deliverables" means any computer code or materials, other than
Products or Fixes that Microsoft leaves with Customer at the conclusion of Microsoft's performance of
Professional Services. Upon payment in full for the Professional Services, Microsoft grants Customer
a non-exclusive, non -transferable perpetual, fully paid -up license to reproduce, use and modify the
Services Deliverable, solely in the form delivered to Customer and solely for Customer's internal
business purposes, subject to the terms and conditions of this Work Order.
WorkOrder1v8.0(USSLGE)(Apri12019) 4
Affiliates' rights. Customer may sublicense the rights contained in this subsection relating to
Services Deliverables to its Affiliates, but Customer's Affiliates may not sublicense these rights and
Customer's Affiliates' use must be consistent with the license terms contained in this Work Order.
Restrictions on use. Customer must not (and must not attempt to) (1) reverse engineer, decompile
or disassemble any Product, Fix, or Services Deliverable, (2) install or use non -Microsoft software or
technology in any way that would subject Microsoft's intellectual property or technology to obligations
beyond those included in this Work Order; or (3) work around any technical limitations in the Products
or Services Deliverables or restrictions in Product documentation. Except as expressly permitted in this
Work Order, Customer must not distribute, sublicense, rent, lease, lend, or use any Product, Fix, or
Services Deliverable to offer hosting services to a third party.
Reservation of rights. All rights not expressly granted are reserved to Microsoft.
6. Taxes. If any amounts are to be paid to Microsoft, the amounts owed are exclusive of any taxes.
Customer shall pay all value added, goods and services, sales, gross receipts or other transaction
taxes, fees, charges or surcharges or other similar taxes, chares or fees or any regulatory cost recovery
and other surcharges that are owed under this Work Order and which Microsoft is permitted to collect
from Customer under applicable law. Customer shall also be responsible for an applicable stamp taxes
and for all other taxes that it is legally obligated to pay, including any taxes that arise on the distribution
of provision of Professional Services by Customer to its Affiliates. Microsoft shall be responsible for
payment of all taxes based upon its net income, gross receipts taxes imposed in lieu of taxes on income
or profits, or taxes on Microsoft's property ownership.
If any taxes are required to be withheld on payments made to Microsoft, Customer may deduct such
taxes from the amount owed and pay them to the appropriate taxing authority; provided however, that
Customer shall promptly secure and deliver an official receipt for those withholdings and other
documents reasonably requested by Microsoft to claim a foreign tax credit or refund. Customer will
ensure that any taxes withheld are minimized to the extent possible under applicable law.
7. Warranties.
a. Services. We warrant that all services will be performed with professional care and skill.
b. No other warranties. TO THE EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM
AND EXCLUDE ALL REPRESENTATIONS, WARRANTIES, AND CONDITIONS WHETHER
EXPRESS, IMPLIED OR STATUTORY OTHER THAN THOSE IDENTIFIED EXPRESSLY IN
THIS AGREEMENT (INCLUDING ANY STATEMENT OF SERVICES THAT INCORPORATES
THESE TERMS), INCLUDING BUT NOT LIMITED TO WARRANTIES OR CONDITIONS OF
TITLE, NON -INFRINGEMENT, SATISFACTORY QUALITY, MERCHANTABILITY AND FITNESS
FOR A PARTICULAR PURPOSE, WITH RESPECT TO THE PRODUCTS, FIXES, SERVICE
DELIVERABLES, RELATED MATERIALS AND SERVICES. WE WILL NOT BE LIABLE FOR
ANY SERVICE(S) OR PRODUCT(S) PROVIDED BY THIRD PARTY VENDORS, DEVELOPERS
OR CONSULTANTS IDENTIFIED OR REFERRED TO YOU BY US UNLESS SUCH THIRD -
PARTY PRODUCTS OR SERVICES ARE PROVIDED UNDER OUR WRITTEN AGREEMENT
BETWEEN YOU AND US, AND THEN ONLY TO THE EXTENT EXPRESSLY PROVIDED IN
THIS AGREEMENT.
WorkOrder1v8.0(USSLGE)(Apri12019) 5
8. Acceptable Use Policy
Customer must not (and is not licensed to) use the Services Deliverables:
• in a way prohibited by law, regulation, governmental order or decree;
• to violate the rights of others; or
• in any application or situation where use of the Service Deliverables could lead to the death
or serious bodily injury of any person, or to severe physical or environmental damage,
except in accordance with the High Risk Use section below.
High Risk Use
WARNING: Modern technologies may be used in new and innovative ways, and Customer must
consider whether its specific use of these technologies is safe. The Services Deliverables are not
designed or intended to support any use in which a service interruption, defect, error, or other
failure of a Services Deliverable could result in the death or serious bodily injury of any person or
in physical or environmental damage (collectively, "High Risk Use"). Accordingly, Customer must
design and implement the Services Deliverables such that, in the event of any interruption,
defect, error, or other failure of the Services Deliverables, the safety of people, property, and the
environment are not reduced below a level that is reasonable, appropriate, and legal, whether in
general or for a specific industry. Customer's High Risk Use of the Services Deliverables is at its
own risk. Customer agrees to defend, indemnify and hold Microsoft harmless from and against all
damages, costs and attorneys' fees in connection with any claims arising from a High Risk Use
associated with the Services Deliverables, including any claims based in strict liability or that
Microsoft was negligent in designing or providing the Services Deliverables to Customer in
accordance with Customer's specifications. The foregoing indemnification obligation is in addition
to any defense obligation set forth in Customer's Agreement and is not subject to any limitation
of, or exclusion from, liability contained in such agreements.
9. Microsoft Professional Services Data Protection Addendum.
"Professional Services Data" means all data, including all text, sound, video, image files, or software,
that are provided to Microsoft by, or on behalf of, Customer (or that Customer authorizes Microsoft to
obtain from an Online Service) or otherwise obtained or processed by or on behalf of Microsoft
through an engagement with Microsoft to obtain Professional Services.
The data protection terms applying to Professional Services in effect on the effective date of this
Work Order and available at https://aka.ms/eswodpa are incorporated herein by this reference.
For liability arising out of either party's confidentiality obligations relating to Professional Services
Data provided under this Work Order, each party's maximum, aggregate liability to the other is
limited to direct damages finally awarded in an amount not to exceed the amounts Customer paid for
the applicable Professional Services under this Work Order.
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WorkOrder1v8.0(USSLGE)(Apri12019) 6
�� Microsoft
Statement of Work
Copilot for Microsoft 365 Rapid Deployment and Adoption
Prepared for:
City of Miami, Florida
Prepared by:
Nick Schenk
Date: 5/24/2024
Version: 1.4
r Microsoft
Table of contents
Introduction 1
1 Project objectives and scope 1
1.1. Objectives 1
1.2. Areas in scope 2
1.3. Areas out of scope 5
2. Project approach, timeline, and work products 7
2.1. Approach 7
2.2. Timeline 12
2.3. Work product acceptance 12
2.4. Project governance 12
2.5. Project completion 14
3. Project organization 14
3.1. Project roles and responsibilities 14
3.2. Microsoft ISD Project staffing 17
4. Customer responsibilities and project assumptions 17
4.1. Customer responsibilities 17
4.2. Project assumptions 18
5. Definitions/acronyms 20
6. Exhibits 20
This Statement of Work (SOW) and any exhibits, appendices, schedules, and attachments to it are made
pursuant to Work Order (WO) GVS0246-475328-608591 and describes the work to be performed
("services") by Microsoft ("us," "we") for City of Miami, Florida ("Customer," "you," "your") relating Copilot
for Microsoft 365 Rapid Deployment and Adoption (project).
This SOW and the associated WO expire 30 days after their publication date, unless signed by both parties
or formally extended in writing by Microsoft.
Introduction
This engagement will focus on supporting the customer to establish the adoption baseline for the smooth
enablement of Microsoft Copilot throughout the environment, readying the end users and delivering an
adoption campaign to drive benefit from usage.
This SOW describes the Microsoft ISD Copilot for M365 rapid deployment and adoption and does not
include the purchase or activation of the Microsoft 365 copilot service, which must be purchased by the
Customer through a separate order, and technical remediation is the customer's responsibility.
The Microsoft 365 copilot service is not customizable and cannot be modified beyond what is outlined in
the Microsoft 365 Copilot Service Descriptions. The Customer acknowledges that the Service Descriptions
meet or exceed the Customer's minimum requirements for the selected services.
Microsoft Industry Solutions will collaborate with the Customer and Microsoft FastTrack and follow the
standard Microsoft 365 FastTrack deployment methodology to carry out the services identified in this SOW.
For additional information on the Microsoft FastTrack Benefit for Microsoft 365, refer to the following article
on Microsoft Docs: https://docs.microsoft.com/en-us/fasttrack/m365-fasttrack-benefit-overview
1. Project objectives and scope
1.1. Objectives
The primary goal of this project is to provide City of Miami, Florida with a team that will deliver the
objectives as listed in the following table.
Objective
Description
Facilitate an efficient
enablement of Copilot
across the organization by
defining a path to adoption,
with active usage within 30
days.
• Establish a clear path to business use by providing business
relevant adoption scenarios, target personas and associated
adoption framework.
• Provide the customer with the necessary support to drive M365
copilot adoption effectively.
• Provide a rapid adoption plan and support the customers team
with delivery of the 1st adoption campaign
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1.2.Areas in scope
1.2.1. General project scope
The project will address the following scope areas. Any changes in the scope area will follow the change
management process as described in Section 2.4.3 Change management process. The activities listed in
the following table are limited to a single Microsoft 365 tenant.Change management process
Area
Description
Assumptions
Build, test, and learn
(adoption accelerator)
• Conduct workshops to understand
the pre -defined scenarios,
understand the benefit analysis, and
what the adoption campaign
approach is.
• Document captured benefits related
to the 3-pre-defined scenarios.
• Design a Scorecard to track impact
and benefit realization.
• Develop resources for the adoption
campaign,
• Facilitate Customer's ownership and
knowledge transfer to implement the
adoption plan.
• Support the Customer adoption
activities for the 15t adoption wave,
including capturing the initial
baseline scorecard.
• Capture additional embedded use
cases leveraging adoption campaign
feedback mechanisms and form
recommendations for the next
adoption campaign.
Copilot Technical
Prerequisites
Remediation Checklist
(Leveraging FastTrack
Guida nce)
• Provide guidance on the technical
prerequisites needed to
deploy/enable copilot.
• The required Copilot for
Microsoft 365 licenses are
available within the
Customer's tenant.
• The Customer will:
• Agree on the remediation list to be
performed by the customer, with the
support of FastTrack.
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o Identify and coordinate
their participants'
attendance at the
workshops.
o Provide access to
technology usage
metrics.
o Provide census and
organizational data.
o Appoint a lead to
implement the adoption
plan.
o Own tracking value for
the adoption scorecard
o Appoint at least one
champion per persona
group.
o Include the Executive/C-
suite persona group by
default
• Customers will leverage
FastTrack benefits to
support Copilot readiness
assessment the execution of
the remediation activities to
technically enable Copilot.
• The customer will need to
meet the minimum technical
pre -requisites
Page 2 of 22
1.2.2. Software products and technologies
The products and technology that are listed in the following table are required for the project. The
Customer is responsible for obtaining all identified licenses and products, and for ensuring copilot for
M365 is technically enabled for up to 1000 target users.
Product and
technology item
Version
Description Ready by
Responsibility
Microsoft 365
licenses
Not applicable
Copilot for
Microsoft 365
licenses and Viva
Insights, Engage
and Learn.
Microsoft Entra ID
Microsoft 365
productivity clients
Not applicable
• Licenses must be allocated in the Start of
Microsoft 365 environment for all project
users and features that are in
scope for deployment.
• All team members will need access
to technology usage and adoption
data metrics through Microsoft
365 reporting tools, such as
Microsoft Productivity Score.
Licenses must be allocated in the Before
Microsoft 365 environment for all users enablement
in scope for this project.
Not applicable Each Customer user must have a Before
Microsoft Entra ID (formerly Azure enablement
Active Directory) account.
Current or • Word, Excel, and PowerPoint: Before
monthly These should be first available in enablement
channel web versions and later, desktop
(current channel).
• Outlook: Users need to be using
the new Outlook for Windows or
Apple macOS.
• Teams: Users must be using Teams
desktop or the web app.
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Customer
Customer
This is a
FastTrack
supported
activity that the
customer can
use for
guidance.
Customer
This is a
FastTrack
supported
activity that the
customer can
use for
guidance.
Customer
This is a
FastTrack
supported
activity that the
customer can
use for
guidance.
Page 3 of 22
Product and
technology item
Version
Description Ready by Responsibility
WebSockets Not applicable
OneDrive Current
1.2.3. Environments
• Loop: Tenants must have Loop
implemented (if in scope for the
Customer)
(wss://) allowed endpoints as defined Before
in ID #46 of Microsoft 365 Common enablement
and Office Online guidance.'
Some features (such as file restoration
and management) require a OneDrive
for work or school account
Before
enablement
Customer
This is a
FastTrack
supported
activity that the
customer can
use for
guidance.
Customer
This is a
FastTrack
supported
activity the
customer can
receive
guidance from,
including
guidance on
data migration
(OneDrive)
The following environments will be used by Microsoft to perform activities listed in this document and will
be supplied and maintained by the Customer.
Environment
Location
Responsible for Subscription
configuration ownership
and maintenance
Ready by
Production
Customer Microsoft
Azure, Microsoft 365
Customer
Customer
Start of
engagement
' https://learn.microsoft.com/en-us/microsoft-365/enterprise/urls-and-ip-address-ranges?view=o365-worldwide
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1.3.Areas out of scope
Any area not explicitly included in the Areas in scope section is out of scope for Microsoft during this
engagement. Areas out of scope for this engagement are listed in the following table.
Area
Description
Product licenses and subscriptions
Hardware
Client software
Data cleansing
Data migration
System integration
Upgrades, updates, patches, and fixes
Process reengineering
Organizational change management
User communications
Training
Deployment, installation, configuration,
and testing
Product licenses (Microsoft or non -Microsoft) and cloud
service subscriptions are not included, unless otherwise
noted in the Software products and technologies section of
this SOW.
Microsoft will not provide hardware for this project.
Deployment and configuration of client software is out of
scope for the project.
Data cleansing activities are not in scope for this project.
Data migration activities are not in scope for this project.
Modifications to commercially available third -party systems
or external interfaces that support integration are not in
scope for this project.
Product upgrades, updates, patches, fixes, and design
change requests for Microsoft products are not in scope
for this project.
Designing functional business components and business
processes of the solution is not included.
Designing —or redesigning —the Customer's functional
organization is not included.
Microsoft will not manage any direct user communications
associated with the engagement.
Formal in -class user training related to products or
technology that includes workshops, classrooms, and
training materials is not in scope of this engagement unless
explicitly listed in the in -scope section
The following items are not included:
• Application deployment
• Installation and configuration of Copilot for M365
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Area Description
User support
Copilot Technical Remediation and
Enablement
Delivering the agreed -upon adoption
plan
Information security policies
Regulatory compliance
• Installation and configuration of server hardware or
network resources
• Installation, configuration, and testing of non -
Microsoft software other than software identified as
within scope
• Testing and configuration of applications and services
outside of those required to support the deployment
of the solution
• Troubleshooting or remediation of existing network
and storage systems
• Testing and configuration of applications and services
outside of those required to support the deployment
of the solution are not in scope
• User issue troubleshooting is out of scope; the
Customer is responsible for user support.
• The customer is responsible for ensuring that technical
remediation is completed within the first two weeks of
the projects 4 week timeline.
• Remediation of uncovered issues is customer
responsibility, with assistance provided by Microsoft
Fast Track
• Any technical related activity related to tenant
readiness and configuration.
• Any technical activity related to user enablement and
remediation assistance.
• Any technical activity related to data classification
setup, confidentiality, and privacy
The Customer is responsible for delivering the agreed -
upon adoption plan with capped 2-week continuous
support from Microsoft for the first adoption wave.
Creation of information security policies or application
development security policies is out of scope.
The Customer is solely responsible for its regulatory
compliance and must highlight to Microsoft any technical
adjustment required to be compliant. Any unforeseen
technical adjustment will follow the change management
process as described in Section 2.4.3 Change
management processCha nge management process.
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2. Project approach, timeline, and work products
2.1.Approach
The project will be structured to follow the first three phases of the Microsoft Solution Delivery
Methodology: Envision, Plan, and Build. Each phase has distinct activities and work products that are
described in the following sections. When activities are complete, the phase is considered complete.
Envision
Plan
Build
2.1.1. Engagement Initiation phase
Before beginning the project and dispatching resources, the following prerequisites must be completed,
remotely where applicable.
Category
Description
Microsoft activities
The activities to be performed
by Microsoft
Customer activities
The activities to be performed
by the Customer
Work products
• Conduct an initiation call to commence team formation and
communicate expectations.
• Document the project launch prerequisites using input from
this SOW.
• Track the status of prerequisites and adjust the Engagement
Initiation phase start date accordingly.
• Conduct a detailed walk-through of the SOW with the
Customer and agree on an initial project schedule and
approach.
• Attend and participate in the initiation call.
• Assign responsibilities for project initiation and launch
prerequisites to accountable Customer resources. Establish
target completion dates.
• Complete the project initiation and launch prerequisites.
• Staff the project with the required Customer resources in the
time frames that were agreed upon in the initiation call.
Name Description
Responsibility
Initiation call minutes E-Mail will be sent to provide presented content,
decisions, and actions taken during the initiation call.
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2.1.2. Envision phase
During the Envision phase, the teams (Microsoft and Customer) will reach agreement on a shared vision
for the project, including verification of the identified scope, activities, and assumptions required to realize
the vision.
Category
Description
Microsoft activities
The activities to be performed
by Microsoft
Customer activities
The activities to be performed
by the Customer
• Conduct 3 pre -defined Scenario workshops (4 hours maximum
each) to:
o Review all scenarios listed in section Exhibits as inputs
to these workshops.
o Prioritize the personas & scenarios with the customer,
confirming the 3 scenarios & personas for adoption.
■ Executive / C-Suite persona group is included
by default.
o Capture the benefits for selected scenarios.
o Agree on to the focus scenario and the personas as
the basis for delivering the adoption plan.
• Analyze and document the anticipated benefits related to the
3 pre -defined scenarios in the Scenario Description
Document.
• Design a Scorecard to be implemented by the customer to
track scenario impact and benefit realization.
• Provide guidance on the technical perquisites required to
enable copilot for M365. (Limited to 8 hours maximum)
• Identify and commit sponsors, leaders, change champions, and
a change management lead.
o Commit at least 1 champion for each persona group.
Ideally, the champion should be a representative of said
persona group.
• Verify leaders and change champions' attendance and
workshop participation.
• Make a management lead accountable for change
management campaigns to the field.
• Provide census and organizational data for the Copilot for
Microsoft 365 assessment.
• Complete Copilot for Microsoft 365 scorecard baseline metrics.
• Provide access to technology usage metrics.
• Customers will leverage FastTrack benefits to support Copilot
readiness assessment the execution of the remediation
activities to technically enable Copilot.
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Category
Key assumptions
Work products
Description
• The executive persona is included by default.
• Required Copilot for Microsoft 365 licenses are available within
Customer tenants.
• All activities are limited to a single Microsoft 365 tenant.
• Customers will leverage FastTrack benefits to support Copilot
readiness assessment the execution of the remediation
activities to technically enable Copilot.
Name
Scenario description
document
Description
Responsibility
A PowerPoint document that includes detailed
information about the 3 pre -defined scenarios,
including anticipated benefits.
Scorecard design A PowerPoint document that displays the targeted
document scorecard that will be used to measure the potential
benefits of the scenarios during adoption.
Remediation Checklist PowerPoint listing the technical prerequisites required
for Copilot for M365, leveraging FastTrack guidance.
Microsoft
Microsoft
Microsoft
2.1.3. Plan phase
During the Plan phase, the team will develop a detailed plan for the project that includes a list of activities
that are to be completed and confirm the project schedule.
Category Description
Microsoft activities
The activities to be performed
by Microsoft
Customer activities
The activities to be performed
by the Customer
• Develop the adoption campaign plan for document scenarios
and personas.
• Develop resources to support the adoption campaign,
• Engage in knowledge sharing with the Customer's Sponsors,
Leaders, and Champions (two workshops 4-hour maximum).
• Ensure Leaders and Change Champions' attendance for
workshop participation and campaign planning.
• Provide information requested by the Microsoft team.
• Review of the proposed campaign plan
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Category Description
Key assumptions
Work products
• Commit resources to execute the campaign plan
• Ensure copilot for M365 is technically enabled for up to 1000
target users.
• Required Copilot for Microsoft 365 licenses are available within
in -scope Customer tenants.
• All activities are limited to a single Microsoft 365 tenant.
Name Description
Responsibility
Campaign Materials
Awareness PowerPoint documentation describing the
scenario campaign plan, and end users/target personas
materials accelerate adoption.
Microsoft
2.1.4. Build phase
During the Build phase, the team will support Customer adoption and technical blocker remediation.
Category Description
Microsoft activities
The activities to be performed
by Microsoft
• Help the Customer deliver the first adoption wave, providing
adoption support from Day 1 of the adoption campaign.
o Engage and educate priority personas about the 3 core
scenarios.
o Support adoption campaign communication across
priority persona groups, including monitoring feedback
mechanisms.
o Conduct knowledge transfer that empowers sponsors,
leaders, and champions to drive ongoing adoption.
o Help the Customer create a baseline scorecard that lists
the potential benefits persona groups can receive in the
first adoption wave (limited to 1 week of usage data).
• Capture additional embedded use cases using adoption
campaign feedback mechanisms and form recommendations
for the next adoption campaign (included in the retrospective
workshop report).
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Category Description
• Conduct a retrospective workshop (4 hours maximum) to review
work performed and provide recommendations on the next
adoption activities.
Customer activities
The activities to be performed
by the Customer
• Work with Microsoft FastTrack to ensure all technical &
licensing prerequisites are in place prior to enabling copilot for
end- users.
• Leverage Fasttrack benefits to implement the remediation
activities (should be completed latest week 2 of the project)
• Assign at least one champion per persona group to co -lead
adoption and manage persona feedback mechanisms.
• Ensure sponsors, leaders, champions participate in train -the -
trainer, and adoption knowledge transfer.
• Engage in the 15t adoption wave with Microsoft support.
• Ensure the Executive / C-Suite persona is included in the first
adoption campaign.
• Assist the retrospective workshop preparation and provide
consensus on next adoption activities.
• Executive sponsor to participate in the retrospective workshop,
review the build work products, and facilitate alignment and
agreement on the recommendations for scaling and
accelerating enablement and adoption
Key assumptions
Work products
• Build activities are limited to 2 weeks.
• Required Copilot for Microsoft 365 licenses are available within
Customer tenants in scope.
• All activities are limited to a single Microsoft 365 tenant.
• The Customer has a Unified support contract with Microsoft to
open support tickets.
Name
Description Responsibility
Build Support Report
A PowerPoint presentation that includes detailed
information about support activities delivered to the
Customer during the Build phase and analysis of the
scorecard that was implemented by the Customer.
Retrospective workshop A PowerPoint presentation that includes detailed
Report information about work performed and
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Al Transformation
Recommendations
2.2. Timeline
recommendations on scaling and accelerating
enaagement and adoption.
PowerPoint describing next step business
opportunities, use cases and recommendations on
scaling adoption and copilot business impact.
Microsoft
During project planning, the timeline will be confirmed. The following timeline is a high-level
representation. All durations are related to the project start date and are estimates only. If the project
timeline changes significantly, a change request might be issued following the change management
process described in this SOW.
Engagement
Initiation
1 week
Envision and Plan
2 weeks
Build
2 weeks
2.3. Work product acceptance
No work product in this engagement is subject to Customer's formal acceptance.
2.4. Project governance
The governance structure and processes the team will adhere to for the project are described in the
following sections.
2.4.1. Project communication
The following will be used to communicate during the project:
• Status reports: The Microsoft team will prepare and issue status reports to project stakeholders
weekly.
• Status meetings: The Microsoft team will schedule weekly status meetings to review the overall
project status, and open problems and risks.
2.4.2. Risk and issue management
The following general procedure will be used to manage active project issues and risks during the project:
• Identify: Identify and document project issues (current problems) and risks (potential events that
affect the project).
• Analyze and prioritize: Assess the impact and determine the highest priority risks and issues that will
be managed actively.
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• Plan and schedule: Decide how to manage high -priority risks and assign responsibility for risk
management and problem resolution.
• Track and report: Monitor and report the status of risks and issues.
• Escalate: Escalate to project sponsors the high -impact issues and risks that the team is unable to
resolve.
• Control: Review the effectiveness of the risk and issue management actions.
Active issues and risks will be monitored and reassessed on a weekly basis.
2.4.3. Change management process
During the project, either party can request modifications to the services described in this SOW. These
changes take effect only when the proposed change is agreed upon by both parties. The change
management process steps are:
• The change is documented: Microsoft will document all change requests in a Microsoft change
request form. The change request form includes:
o A description of the change.
o The estimated effect of implementing the change, including the impact on the project scope,
schedule, and fees.
• The change is submitted: Microsoft will provide the change request form to the Customer.
• The change is accepted or rejected: The Customer will have three business days to confirm the
following to Microsoft:
o Acceptance —the Customer must sign and return the change request form.
o Rejection —if the Customer does not want to proceed with the change or does not provide an
approval within three business days, no changes will be performed.
• Any delays due to Customer dependencies, deliverables, or changes in listed assumptions or scope
might affect the project schedule, effort, and cost, and will be managed by the change management
process outlined in this section.
During the project, either party can request, in writing, additions, deletions, or modifications to the
services described in this SOW ("change"). Approved changes will be managed through amendments and
could lead to additional costs and schedule impacts. We shall have no obligation to commence work in
connection with any change until the details of the change are agreed upon in an amendment signed by
the authorized signatories from both parties.
Within three consecutive business days of receipt of the proposed amendment, you must either indicate
acceptance of the proposed change by signing the amendment or advise us not to perform the change. If
you advise us not to perform the change, we will proceed with the original agreed -upon services only. In
the absence of your acceptance or rejection within the previously noted time frame, we will not perform
the proposed change.
2.4.4. Escalation path
The Microsoft project manager will work closely with the Customer project manager, sponsor, and other
designees to manage project issues, risks, and change requests as described previously. The Customer will
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provide reasonable access to the sponsor or sponsors to expedite resolution. The standard escalation path
for review, approval, or dispute resolution is as follows:
• Project team member (Microsoft or the Customer)
• Project manager (Microsoft and the Customer)
• Microsoft delivery management executive
• Microsoft and the Customer project sponsor
2.5. Project completion
The project will be considered complete when at least one of the following conditions has been met:
• All Microsoft activities and in -scope items have been completed.
• Thirty calendar days have passed since the Engagement Initiation phase date.
• The WO has been terminated.
3. Project organization
3.1. Project roles and responsibilities
The key project roles and the responsibilities are as follows.
3.1.1. Customer
Role Responsibilities
Project sponsor
Architecture lead
Project manager
• Provide the estimated project commitment: 20 hours per week
• Make key project decisions.
• Serve as a point of escalation to support clearing project roadblocks.
• Approve change requests.
• Partner with the Microsoft architecture lead to review business needs and
objectives.
• Serve as the primary technical point of contact for the Microsoft partner
team.
• Provide requirements and make decisions related to the architecture and
migration plan.
• Review engagement work products and provide feedback.
• Advise on prioritization decisions.
• Manage and coordinate the overall engagement and deliver it on
schedule.
• Take responsibility for Customer resource allocation, risk management,
engagement priorities, and communication with executive management.
• Collaborate with the Microsoft project manager on progress tracking and
reporting.
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Role
Responsibilities
• Collaborate with the Microsoft or partner project manager to remove
impediments that affect progress of the team.
• Coordinate decisions within 3 business days, or according to an otherwise
agreed -upon timeline.
Change management
lead (including
sponsors, leaders,
and champions)
• Manage and coordinate change management activities, and identify
sponsors, leaders, and champions.
• Attend activities, sessions, workshops, or classes relevant to his or her
scope of influence and help drive the change program.
• Identify, schedule, and assist with coordinating interviews and gathering
organizational information.
• Drive persona group adoption activities, including ongoing business value
measurement.
Executive sponsor
• Secure and allocate resources, including budget, personnel, and
technology needed to support the project's objectives and scope.
• Support adoption efforts, verifying that the organization is ready for the
changes the project will bring. This includes endorsing the change and
helping manage resistance from within the organization.
• Act as the project's champion within the organization, advocating for the
project's value and importance to confirm continued support and
resources.
Microsoft 365 service
administrators
• Take collective responsibility for the Microsoft 365 tenant and services that
are in scope for the engagement.
• Participate in interviews and provide information about the current
environment.
• Review engagement work products.
• Provide access to environments as required to complete engagement
work.
• Complete assigned work items, including identified preparation work
required for the completion of the Microsoft engagement scope.
• Participate in testing.
• Provide support for the migration and engage Microsoft for assistance, as
required.
Devices and endpoint
management lead
• Take responsibility for managed desktops, client software distribution, and
management tools.
• Complete assigned work items, including identified preparation work
required for the completion of the Microsoft engagement scope.
• Deploy any required scripts on Customer devices.
• Participate in testing.
• Provide support for the engagement and engage Microsoft or partner for
assistance, as required.
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Role Responsibilities
UAT lead
• Create test plans for user acceptance testing (UAT) and coordinate all
Customer resources needed for testing, including application owners.
• Coordinate UAT during testing and enaagement pilots.
• Notify the delivery team of any defects identified during UAT.
User communications
lead
Help desk lead
Security contact
• Draft and send all user communications related to the engagement.
• Work with the Microsoft team to verify the technical accuracy of user
communications.
• Prepare the help desk to support production changes and migration.
• Oversee the help desk during and after migration, manage all user
support, and escalate systemic problems to the Microsoft or partner team
as necessary.
• Provide technical documentation for the contract -identified or
engagement -specific data protection requirements, standards, and other
identified Customer security and privacy expectations.
• Complete post -project review, credential rotation, and access removal.
3.1.2. Microsoft
Role Responsibilities
Delivery management
executive
Microsoft project
manager
Solution Architect
• Serve as the point of escalation to support clearing engagement
roadblocks.
• Lead the executive steering committee with the Microsoft project
manager.
• Serve as the arbiter of engagement issues.
• Serve as the primary point of contact and take accountability for work
products.
• Manage and coordinate the overall Microsoft project delivery.
• Serve as the point of contact for contract extensions, personnel matters,
and billing.
• Take responsibility for issue and risk management, change management,
project priorities, status communications, and status meetings.
• Coordinate Microsoft and Microsoft subcontractor resources (if any), but
not Customer resources.
Note: Project management might be delivered remotely.
• Provide technical oversight.
• Verify that Microsoft -recommended practices are being followed.
• Take responsibility for overall solution design.
• Help evaluate the implications of trade-off decisions.
• Capture key architecture decisions.
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Role Responsibilities
Organizational
Enablement architect
(ACM)
Technical consultants
(Optional)
Organizational
Enablement
consultants (ACSM)
• Effectively communicate, collaborate, and align with relevant IT and
business stakeholders.
• Provide technical oversight and governance.
• Provide oversight and governance for the build and test learn scope
(ACSM).
• Take responsibility for Organizational Enablement resource allocation, risk
management, engagement priorities, and communication with executive
management.
• Verify that the work is completed according to the plan.
• Provide Organizational Enablement thought leadership.
• Deliver Organizational Enablement sessions, workshops, classes, and work
products in accordance with the engagement scope.
• Take responsibility for assigned activities aligned to the plan.
• Provide the combined expertise required for the delivery of in -scope work.
• Participate in status meetings and workshops (when required).
• Have deep knowledge of, and skills in, specific Organizational Enablement
domains.
• Take responsibility for the Organizational Enablement delivery of sessions,
workshops, and work products relative to their areas of expertise.
3.2. Microsoft ISD Project staffing
Microsoft ISD plans to staff the project as follows.
Role
Delivery management executive
Microsoft project manager
Quantity
Full-time/part-time
Part-time
Architect
Organizational Enablement
consultants (ACSM)
Part-time
Part-time
Full-time
4. Customer responsibilities and project assumptions
4.1.Customer responsibilities
In addition to Customer activities defined in the Approach section, the Customer is also required to:
• Provide information:
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o This includes accurate, timely (within three business days or as mutually agreed upon), and
complete information required for the engagement.
• Provide access to people and resources.
o This includes access to knowledgeable Customer personnel, including business user
representatives, and access to funding if additional budget is needed to deliver the project scope.
• Acquire and install the cloud capacity that is needed to support the environments as defined in the
Areas in scope section of this SOW.
• Provide access to systems.
o This includes access to all necessary Customer work locations, networks, systems, and applications
(remote and onsite).
• For onsite work, provide a suitable work environment
o This consists of suitable workspaces, including desks, chairs, and Internet access.
• Manage non -Microsoft resources.
o The Customer will assume responsibility for the management of all Customer personnel and
vendors who are not managed by Microsoft.
• Manage external dependencies.
o The Customer will facilitate any interactions with related projects or programs to manage external
project dependencies.
• Troubleshoot systems that are not being developed by Microsoft.
• Confirm regulatory compliance.
• Provide standard product training.
• Other general responsibilities.
o The Customer will assign a team to collaborate on the project with the Microsoft team.
o Monitor network activity.
o Provide application support.
o Take responsibility for the financial costs associated with hardware purchasing, software licensing,
or purchasing of Microsoft or third -party tools.
o Take responsibility for bug fixing and troubleshooting problems that are related to applications or
other third -party software, hardware products, or applications that are not explicitly mentioned as
in scope.
o Prepare documentation about processes, standards, policies, or existing guidelines.
o Plan, design, customize, enhance, troubleshoot, or resolve problems that are related, but not
limited, to supporting the infrastructure listed here:
• Firewalls
• Storage area networks
• Networks
4.2. Project assumptions
The project scope, services, fees, timeline, and our detailed solution are based on the information
provided by the Customer to date. During the project, the information and assumptions in this SOW will
be validated, and if a material difference is present, this could result in Microsoft initiating a change
request to cover additional work or extend the project duration. In addition, the following assumptions
have been made:
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• Workday:
o The standard workday for the Microsoft project team is between 8am - 5pm local time, Monday
through Friday where the team is working. Note hours can be adjusted based on usual subsidiary
working hours
• Standard holidays:
o Observance of consultants' country -of -residence holidays is assumed.
• Remote work:
o The Microsoft project team will perform services remotely.
• All onsite services provided in this engagement will be subject to reimbursable travel expenses
charged at actual cost.
The place of performance under the SOW might be a Microsoft facility, or various remote and offsite
locations (including Microsoft employee home offices).
• Language:
o All project communications and documentation will be in English. Local language support and
translations will be provided by the Customer.
• Staffing:
o If necessary, Microsoft will make staffing changes. These might include, but are not limited to, the
number of resources, individuals, and project roles.
o Resource mobilization for staffing the project will be 2 weeks.
• Informal knowledge transfer:
o Customer staff members who work alongside Microsoft staff will be provided with information
knowledge transfer throughout the project. No formal training materials will be developed or
delivered as part of this informal knowledge transfer.
• Other assumptions:
o All project resources will have the appropriate level of security access needed to complete
project -related efforts.
o Holidays, vacation, and training time have not been factored into this SOW.
o All work is to be contiguously scheduled. Any breaks in the engagement calendar must be
scheduled four weeks in advance, or work will be billed without interruption.
• Client compliance training for highly regulated industries is not included in the estimation. This
includes:
o Security training
o Internal onboarding
o Financial compliance training
o Healthcare compliance training
o Procedures outside of Microsoft standard compliance
o Additional training
o Background checks, fingerprinting, badging, and authentication
• The Customer agrees that Microsoft can associate the Customer's online services with professional
services accounts through configuration of the Customer's subscriptions, Azure resources, or deployed
applications.
• Browser compatibility
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o Browser compatibility testing is not part of the estimate. It may be added, but it will affect the
overall duration and cost of the engagement.
• The Customer will meet the necessary requirements to verify that the solution design meets
regulatory requirements.
• If localization support is required (support for additional languages), the change management process
must be followed to amend scope.
• Azure services and technology
o Azure services and Azure -supported Microsoft technologies will be used to develop the solution.
The components to be developed by Microsoft will be cloud -hosted.
5. Definitions/acronyms
The following acronyms, abbreviations, initialisms, and terms are used throughout this document.
Term Definition
ACSM
Scope
SOW
Work product
6. Exhibits
Adoption, Change, and Services Management
The overall engagement scope
Statement of Work
Work products are tangible outcomes or artifacts produced during
project delivery. They might not always be fully completed scope items,
but rather evolving representations of the intended scope, serving as
evidence of progress without needing formal Customer review or
approval.
Adoption activities will focus on the predefined Copilot for Microsoft 365 scenarios in the following table,
which require no custom development. This functionality is native to Copilot for Microsoft 365. The
personas targeted for the scenarios shown in the following table: Human Resources (HR), Procurement
(PC), Administration (AD), Legal (LE), Finance (FI), and Executives (EX). The recommendation is to focus on
executives as the first persona group, and for the Customer to elect at least one champion for each
persona group.
Scenario Capabilities
HR PC AD FI EX LE
Meeting
collaboration with
Automated agenda preparation
Meeting summary and notes generation
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Scenario Capabilities
Copilot for
Microsoft 365
Meeting or chat recap creation
Live sentiment analysis
Next step actions
Language translation
Ability to ask questions about a
chat
Collaborative brainstorming
Content
generation with
Copilot for
Microsoft 365
Transforming existing text into
presentation
First draft creation
Content editing and formatting
Ability to add more context
Presentation content summariz
Extraction of next steps
Summarization of long texts
Ability to ask questions about
content
Personal
productivity with
Copilot for
Microsoft 365
Author or get coaching on the
new email
Thread reply suggestions
Summarization of long threads
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HR
PC
AD
FI
EX
LE
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
meeting or
X
X
X
X
X
X
X
X
X
X
X
X
a
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ation
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
ocument
X
X
X
X
X
X
:reation of
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
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Scenario Capabilities
HR PC AD FI EX LE
Question and answer and ideas generation
in chat
Note summary creation
Creation of to-do lists
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