Revision as of 12:44, 3 November 2011 by Karsten.will (talk | contribs) (Implementation)

This page aims to give a detailed overview of customer-projects accompanied by the Open-Xchange professional services team: The different phases and decisions as well as the documents necessary to accompany this process are listed here.

The following diagram gives a birds-eye view of the whole process:



During this phase the product gets demoed and the feasibility of the project is evaluated as well as potentially necessary customization to fit into every environment.

At the end of this this phase a detailed offer is made and the final "Go" / "No-Go" decision is made.

  • Technical Demo (webcast or on-site)
    • presentation of the product including all features relevant to the customer
  • Architecure Overview
    • Integration with customer systems instead of out-of-the-box
    • Explain the many ways to OX and its data
    • Used Standards and programming languages
    • Scaling / server density
    • Available APIs
    • Options for branding / whitelabeling
  • Proof Of Concept (POC)
    • Machine in the customer-environment
  • Technology Transfer
    • Evaluate customer-environment (mailsystem, loadbalancer, storage, provisioning)
  • initial Workshop(s)
    • Using the agenda given below
    • resulting in the Customer Implementation Concept
  • RequestForInformation / RequestForQuotation
    • answered by the filled out SOW

Tools and Results in the Phase

The Project Charter is the one central document, outlining the whole project. It is used to document the common understanding of the whole project to ensure, having the same understanding in all projects parties. It starts with the motivation to run the project and contains all goals and the scope of the whole project. Stakeholders on both sides are defined as well as detailed responsibilities and milestones to measure progress. Also further organization of the project is specified including details about documentation, reporting and communication. All efforts, which are already known are listed in this document.

  • Workshop Agenda This contains topics for the initial workshop
  • Customer Implementation Concept This is a "living document" as well in that it is updated during the project to reflect the current state of affairs
  • Basic SOW The basic SOW describes in detail all Open-Xchange implementation-efforts already known and agreed upon at this point in time.


During this phase it is decided what exactly there is to do, by whom and when. The resulting Customer Implementation Concept formalizes this information, accompanied by (several) SOWs which detail Open-Xchange efforts.

  • Detail-Workshops
    • installing a test-system
  • Adaption
    • tailoring the system to the partners environment (authentication, provisioning etc.)
  • Resources / Time
    • these are estimated based on knowledge of past projects
  • Budget
    • this is etimated by the partner
  • Milestones
    • are set to measure progress
  • Quality Management
    • set up monitoring tools
  • Risk Management
    • address common difficulties in most projects
    • tracked in the Requirements Checklist as well


  • Implementation Concept from the last phase (living document)
  • Requirements Checklist from the last phase (living document)
  • WorkBreakdownStructure pdf rtf
  • several SOWs (preferrably one per topic)


During this phase everything that was planned before will be realized.

  • Installation / Configuration of the live-system
  • Integration
  • Customization
    • branding etc.
  • Documentation
    • all systems involved, including responsibilities
  • Quality Management
  • Change Management
    • new requirements are also tracked via the Requirements Checklist
  • Training
    • administrators / support staff


  • Requirements Checklist (continously expanded)
  • OX Test protocols


During this phase everything that was realized will be checked (again) to make sure it is ready and exactly to the customers wishes. As soon as that is the case it is our recommendation to do a "soft-launch", a launch of the production system but with only a limited number of users (ca. 5%). When that is done successfully and any last-minute issues are uncovered and fixed the product is launched.

  • Tests
  • Review
  • Soft-Launch
  • Migration
  • Handover to Support
  • detailed technical documentation including test-accounts, credentials, people in charge etc.
  • Customer tests
  • Lessons learned
  • Open-Xchange-internal project retrospective
  • Handover to Open-Xchange support
    • test OTRS process


  • Meeting Minutes These minutes cover attendees to a meeting, topics discussed, decisions made and action items.
  • Requirements Checklist ... This list produced during the previous phase contains agreed upon and done items. These should be checked again in this phase by the customer´s quality assurance team for the live system.
  • Customer test protocols