Extended Consulting Services

This page describes extended Consulting Services that imc offers it’s customers.

Hypercare Consulting Support

Hypercare Consulting Support is a an additional service provided by imc Consulting focusing on continuity after LMS implementations (roll out projects). This service can be purchased as an add-on service to the implementation project, before the technical go-live step is reached. In general all services are on a fixed price basis.

This services overview provides a detailed look at the “Extended Consulting Services” offered by imc. All service are generally offered in the form of a fixed price with a defined scope, consequently this means that the fixed price is subject to change in case the scope is reduced or expanded.

Hypercare Consulting Support provides dedicated support delivered by the imc Consulting team to help a customer, in their first steps, managing their new LMS. As such this package works best when used directly after the technical Go-live phase, as a way of supporting the customer in a heightened state before the customer’s Go-live. There might also some need to support customers in the first phase after Customer Go-Live.

Usually, the service is provided by the same dedicated imc Consultant (project team) who has supported the implementation project, thus ensuring the perfect continuity in the support.

During the Hypercare period, imc Consultant will plan x hours * of support per week, depending on the package chosen. Support can also be available remotely or on-site. Ahead of planned sessions, the system admins are expected to send, at least 2 working days ahead of the scheduled call, a list of questions or topics to be discussed. This allows your imc Consultant to prepare effectively ahead of the meeting. During the hypercare sessions, support is provided in the form of system coaching and where applicable, configuration changes **. All the support is provided within the allocated time only.

When ordered as part of the implementation project, the imc Consultant will plan Hypercare meeting days and times***,in advance, in the project implementation project plan, thus giving the customer a clear visibility of the support from imc. Hypercare starts directly after your technical Go-Live, for a defined period, based on your chosen package.

*Hypercare - Key project stakeholders from the customer side must be involved. The stakeholders need to be familiar with the new LMS, and have received imc’s base admin training.

**Configuration changes than can be done in the LMS UI, in the original implementation project scope and which do not impact on the overall system configuration can be considered. If complex configuration changes requiring a rethink of configurations already in place in the LMS are identified, and cannot be managed effectively during the hypercare sessions, your imc Consultant will advise you on alternatives (e.g. scoping sessions to re-define workflows)

*** Hypercare meeting times are scheduled in advance, and are not changeable on short notice or transferable.

The following packages are offered. The services are broken down between Remote and Onsite support:

Consulting Package

Consulting Package is a an additional service provided by the imc Consulting team focusing on continuous support from imc Consulting, after LMS implementations. This service can be sold at any point, after an implementation project or when the customers are ready or need more consulting support from imc. In general all services are on a fixed price basis.

This services overview provides transparency on how a fixed price is calculated. A fixed price is normally given for a defined scope, consequently this means that the fixed price is subject to change in case the client reduces or enlarges the scope. Effort mentioned on this page is in "person days".

Consulting Package provides dedicated support delivered by the imc Business Consulting team to help a customer, with regular, continuous usage and improvement of their LMS. This package is ideal to give your system administrators a closer contact with imc Consulting, to discuss and investigate new ideas and workflows, configuration changes, general questions about the LMS but also understanding the next innovations from imc which could be applied in the customer’s use cases.

Once purchased, imc will assign a dedicated Consultant* to you, for the duration of the consultancy package. This can be the same imc Consultant who have implemented your system, or another from imc’s professional service team. The meeting times and dates are agreed in advance, with fixed schedules. Ahead of planned sessions, the system admins are expected to send, at least 2 working days ahead of the scheduled call, a list of questions or topics to be discussed. imc recommends that the questions are logged in imc’s Service Desk for traceability.

Planned meetings will be upheld by imc. Should a meeting require re-scheduling (by imc or the customer), prior notice of at least one working week will be provided. Consulting Package is sold for a pre-defined period: the meetings with imc consulting are therefore not transferable beyond this agreed period. Up to two consecutive meetings be cancelled at any time by the customer, with follow-ups being re-scheduled within the next two months. Otherwise, these are forfeited.

During the planned meetings, your imc Consultant to discuss questions and configuration/reconfiguration elements in the LMS. During the hypercare sessions, support is provided in the form of system coaching and where applicable, configuration changes **.

*Depending on the duration of the package, imc will endeavour to assign one dedicated consultant. Where required, imc reserves the right to change the consultant (e.g. due to sickness or leaves). In such cases, imc will make the necessary arrangements for internal handovers to ensure a seamless transition.

**Configuration changes than can be done in the LMS UI, in the original implemenation project scope and which do not impact on the overall system configuration can be considered. If complex configuration changes requiring a rethink of configurations already in place in the LMS are identified, and cannot be managed effectively during the hypercare sessions, your imc Consultant will advise you on alternatives (e.g. scoping sessions to re-define workflows)

The following packages can be offered, as part of the annual renewals/ SaaS contracts, to have a regular touch point with an imc Business Consultant. This is an add-on to any other imc services and does not supersede/bypass them:

• 2nd level support

• implementieren of any of imc’s other add-on modules

The following package can be offered, as a one-off consulting package based on the following requirements

1. The customer has a new need/requirement that needs to analysed by imc Consulting e.g.

   1. “We want to investigate building a new type of course”

   2. “We want to investigate an integration with system XYZ”

   3. “We want to investigate if OJT can be used in our organisation”

2. The customer has a raise in the number of 2nd level requests in Service Desk and need more urgent support from imc

Design Implementation

Design Implementation are an additional service provided by imc Consulting team together with the design team (if needed) with focus on continuous support from imc Consulting, after LMS implementations. This service can be purchased at any point, after an implementation project or when the customers are ready or need more consulting support from imc. In general all services are on a fixed price basis.

There are two options available:

• Full Design Implementation

• Simple Design Implementation