Test 000-578: Fundamentals of Applying Tivoli Service Availability and Performance Management Solutions V3

Section 1:Planning

1. Given the company organization chart, schedule an introductory meeting with the customer sponsor and identify all interested parties so that a list of key players and decision makers with corresponding roles and responsibilities is created.
   With emphasis on performing the following tasks:
   
   1. Identify stakeholders.
   2. Identify implementers.
   3. Identify customers.
   4. Identify stakeholder roles.
   5. Identify implementer roles.
   6. Identify customer roles.
   7. Compile a list of role and responsibilities.
2. Given the contact information from the client and organization charts, meet with stakeholders, implementers and client's customers, and identify and validate experts so that a list of experts is compiled.
   With emphasis on performing the following tasks:
   
   1. Contact the stakeholder.
   2. Identify stakeholder's expert(s).
   3. Contact the client's implementers.
   4. Identify client's implementers expert(s).
   5. Contact the client's customers.
   6. Identify client's customers experts(s).
   7. Compile a list of experts in the client's environment.
3. Given organizational information, identify the Service Availability and Performance Management (SAPM) roles currently performed by current personnel so that roles are clearly identified for all relevant personnel in the organization.
   With emphasis on performing the following tasks:
   
   1. Interview individuals.
      1. Verify Job title.
      2. Determine formal job responsibilities and roles relevant to SAPM.
      3. Determine informal responsibilities and roles relevant to SAPM.
   2. Document roles.
   3. Provide documentation to client for review.
4. Given that the customer has provided all groups roles and responsibilities for their environment, map the roles and responsibilities so that actual functional paths are defined.
   With emphasis on performing the following tasks:
   
   1. Review documented roles and responsibilities.
   2. Define Functional Paths.
   3. Map actual Functional Paths to application roles.
   4. Document use cases.
   5. Document the mapping of roles and responsibilities to the actual functional paths.
5. Given details of key customer contacts in relevant business areas, interview these contacts and document the scope of problems that are candidates for SAPM so that problems are assessed and documented.
   With emphasis on performing the following tasks:
   
   1. Present interview form to the stakeholder(s)
   2. Agree on access to customer resources and schedule an interview
   3. Conduct interview with emphasis on the following areas.
      1. Where are capabilities lacking and where are man-hours consumed?
      2. Which SAPM capabilities follow a rigid procedure and which do not?
      3. Are all required tasks being completed or are current resources not able to cover all tasks?
      4. What is the priority of the issues?
      5. Has any SAPM been attempted already?
      6. Futures - Which changes are going to occur in each business unit?
   4. Document the problems described by the customer by using the form
   5. Supply results back to customer for review.
6. Given client input, analyze the information, align results of the analysis with client expectations and help client readjust expectations if necessary so that strategic goals for SAPM are finalized and stated.
   With emphasis on performing the following tasks:
   
   1. Gather client understanding of their goals from client decision makers and client project sponsors.
   2. Gather SAPM business requirements (why SAPM is needed) from client decision makers, client knowledge providers, consultant's own knowledge and experience.
   3. Gather SAPM business dependencies (consequences of BA's absence or failure) and integration points from client decision makers, client knowledge providers, consultant's own knowledge and experience.
   4. Gather the current status of client's SAPM from client knowledge providers and pertinent client data.
   5. Gather the total resource commitment from client decision makers.
   6. Analyze the data that has been gathered.
   7. Align client current goals with preliminary strategic goals.
   8. Communicate required readjustment of inputs stated in previous steps with client decision makers if necessary.
   9. Agree with client on strategic goals.
7. Given that meetings have taken place where the customer was able to relate their SAPM-related problems associated with their business, identify automation requirements so that a list of agreed upon pain points and customer's requirements is available.
   With emphasis on performing the following tasks:
   
   1. Identify all pain points that are impacting the customers business.
   2. Determine if these problems can be addressed by IBM Tivoli SAPM solutions.
   3. Determine if the pain points for the customer are related to business process and not a software-related solution.
   4. Analyze and prioritize pain points and determine if they can be addressed by the SAPM solutions to be provided.
   5. Document the customer pain points so that they can be translated to requirements.
   6. Review pain points and requirements with customer.
8. Given a meeting with the customer and the key stakeholders of the SAPM team, interview the contacts and discuss the business processes that are used by the company and the business process owners so that the processes used to enable alignment of the SAPM solution are documented.
   With emphasis on performing the following tasks:
   
   1. Gather list of business processes defined by client.
   2. Gather list of business process owners.
   3. Gather business process from each individual process owner.
   4. Gather the current status of client's business processes.
   5. Analyze data gathered.
   6. Communicate gathered data back to customer to ensure accuracy.
   7. Come to agreement with client on business processes and process owners.
9. Given business type, size ,and adherence to regulatory standards or process methodologies, use available tools to validate and investigate the business so that core business processes are understood.
   With emphasis on performing the following tasks:
   
   1. Investigate business type (Telco, Enterprise, Government Agency or Small/Medium Business).
   2. Identify organizational structure and size.
   3. Determine regulatory standards applicable to the business (HIPPA, SOX, etc)
   4. Identify process methodologies practiced by the business and current level of implementation. (ITIL, eTOM, SixSigma, etc.).
   5. Identify the client's supply chain.
   6. Identify participating business partners.
   7. Identify the client's internal and external customers.
   8. Compare with like business types.
   9. Interview management and department heads for additional information.
   10. Document core business processes
10. Given the high-level and low-level business processes, map the relationship between the high-level and low-level business processes so that the relationship is documented.
    With emphasis on performing the following tasks:
    
    1. Review the high-level business processes.
    2. Review the low-level business processes.
    3. Break down the high-level business processes into low-level component processes.
    4. Document the relationship between the low-level component processes and high-level business processes.
11. Given client input, determine the priority of the client requirements so that a table of pain points and business processes ordered by priority is created.
    With emphasis on performing the following tasks:
    
    1. Identify and rank client applicable requirements by using the pain points as a guide.
    2. Ask client staff to rank pain points on a basic scale.
    3. Present the ranked requirements to client staff for approval.
    4. Identify the business processes associated with each pain point.
       1. Use the understanding of the client's business processes and associate requirements with business processes.
       2. Build a table with each requirement and business process, and pain weighting.
    5. Rank the business processes by attaching importance to the Client.
       1. Use knowledge of the client's business processes and business objectives, rank the criticality of the business processes that have been identified.
       2. Assign ranking for the criticality and add to the table.
       3. Present the business process ranking to the appropriate client for approval.
    6. Assign priorities.
       1. Multiply the pain ranking by the criticality ranking for each business process, yielding the priority ranking.
       2. Order table by the priority ranking.
    7. Discuss priorities with client for validation purposes.
12. Given that information gathering meetings have taken place, identify and document all SAPM applications that are in use so that a list of existing SAPM products that may be in use is created.
    With emphasis on performing the following tasks:
    
    1. Identify existing event management systems.
    2. Identify existing network management systems.
    3. Identify existing computer systems monitoring.
    4. Identify existing change management systems.
    5. Identify existing provisioning systems.
    6. Identity existing business service management solutions.
    7. Identify existing application availability and performance tracking solutions.
    8. Identify existing composite application management solutions.
13. Given access to customer personnel and existing design documentation, determine the approximate scale and scope of the planned implementation in terms of the potential software and hardware resources required so that a documented description of customer's requirements is created.
    With emphasis on performing the following tasks:
    
    1. Identify the customer and their relevant system experts.
    2. Arrange interviews with the customer and their experts to determine:
       1. Number of events that need to be processed per hour, per day
       2. Number of users
       3. How long data needs to be stored in each part of the system
       4. Volumes of data to be stored in each part of the system
       5. Number of product instances required to provide redundancy and multi-tiered architectures
       6. Number of integration points between sub-systems
       7. Number of integration points between IBM and other software products
    3. Determine customer's requirements (hardware & software)
14. Given the client's pain points and priorities, business processes and the project scale, document functional and non-functional requirements so that functional and non-functional requirements are prioritized and documented.
    With emphasis on performing the following tasks:
    
    1. Identify and prioritize functional requirements for automation based on the client interviews, pain points and business processes.
    2. Document functional requirements as functions, services, and tasks that the system will be required to perform.
    3. Identify and prioritize non-functional requirements based on relevant client design standards and security requirements, e.g. performance, maintainability, security requirements.
    4. Document non-functional requirements.
    5. Work with client to make requirements measurable where possible.
15. Given customers concerns about the current application, investigate the solution so that a document is created that summarizes the weakness of the current application.
    With emphasis on performing the following tasks:
    
    1. Interview customer to determine their concerns about the current application
    2. Identify current solutions coverage of the environment.
    3. Identify the flexibility of the current solution.
    4. Identify the performance of the current solution.
    5. Identify any SLAs impacting the current solution.
    6. Identify current and planned initiatives impacting current solution.
    7. Identify current solutions future supportability.
    8. Identify customer's processes and match them against processes allowed by current application.
    9. Consolidate information collected.
    10. Document the customer's pain points based on information identified.
16. Given customer information, security policy and access methodology, investigate security infrastructure in detail so that the solution can support customer access.
    With emphasis on performing the following tasks:
    
    1. Identify whether the customer is internal or external to the client.
    2. Obtain information on the number of users and their roles (for example: Executive, Operations, Support or Engineering).
    3. Compile a list of desired security requirements from customer. This may include:
       1. --authentication
       2. --authorization#--identity management#--single sign-on
    4. Identify security and identity management software architecture (LDAP, PKI, etc.).
    5. Identify solution access method (for example: Web, Java desktop client, VPN, proxy).
    6. Validate level of access (read write, read only, trend or status reports only).
    7. Validate Tivoli SAPM product support of customer's security infrastructure.
17. Given the client's current computing environment, coordinate each new IBM Tivoli SAPM solution hardware requirement taking into account existing available platforms, any high-availability and failover client requirements so that the customer can plan on any new hardware purchases, and a hardware deployment plan for the solution is delivered to the customer.
    With emphasis on performing the following tasks:
    
    1. Interview the customer pertaining to their computing environment
    2. Determine the customer's operating system compatibilities/options of their existing SAPM solution.
    3. Explain the operating system compatibilities/options of our SAPM solution
    4. Determine the redundancy and high availability standards requirements of the customer
    5. Determine the disaster recovery plan process of the customer
       1. Document the hardware requirements of the new SAPM solution.
18. Given the list of proposed SAPM products and the client's existing applications, identify the integration points so that the key integration points are identified and documented.
    With emphasis on performing the following tasks:
    
    1. Review the list of proposed SAPM products.
    2. Review the list of client applications.
    3. Research the integrations between proposed SAPM products and client's existing applications.
    4. Identify the key integration points.
    5. Document the key integrations points.
19. Given that all information gathering meetings have taken place, assess the requirements and solution so that a gap analysis is created.
    With emphasis on performing the following tasks:
    
    1. Identify existing SAPM solutions including competitive products.
    2. Define the new solution.
    3. Identify the product gaps in the existing solution.
    4. Identity any structural components that are not working effectively.
    5. Identify the new IBM Tivoli SAPM products to implement in the new solution.
    6. Analyze the difference and Level of Effort (LOE) to create the new solution.
    7. Document the LOE to implement the solution.
20. Given the initial functional and non-functional requirements, functions applicable to SAPM, integration points and the gap analysis, define and document requirements so that a list of requirements is fully defined.
    With emphasis on performing the following tasks:
    
    1. Identify additional requirements and tune existing requirements.
    2. Review potential use of legacy pieces for automation requirements.
    3. Use gap analysis to identify which products are required to support requirements.
    4. Identify any new physical requirements.
    5. Review priorities and clarity of requirements with internal Subject Matter Experts.
    6. Create baseline requirements if required.
    7. Create a Document of Understanding.
21. Given client expectations, analysis and presentation materials, review the findings of the requirements analysis with the client so that the findings are understood by the client.
    With emphasis on performing the following tasks:
    
    1. Identify level of commitment of customer to ensure that solution can be accomplished with customer's available resources.
    2. Build a presentation of the findings (data collected, analysis of data, and integration of data).
       1. Create the initial presentation of findings
       2. Rehearse presentation with internal team.
       3. Seek internal criticism of presentation before presenting.
    3. Identify audience and verify that appropriate stakeholders will be represented.
    4. Ensure the presentation is tailored to the audience and is designed to fit into the time allowed.
    5. Present findings to the customer.
    6. Receive feedback from the customer
    7. Determine if there are gaps in customer understanding.

Section 2:Build the Overall Design

1. Given management approval, candidate's role ,and associated logistics, schedule the interviews so that key personnel technical interviews are arranged.
   With emphasis on performing the following tasks:
   
   1. Identify key personnel (candidate).
   2. Obtain management approval.
   3. Identify candidate's role in the organization.
   4. Identify candidate's role and responsibility in the project (stakeholder value).
   5. Check calendar and location availability.
   6. Develop technical interview questions.
   7. Schedule the technical interviews with key personnel.
2. Given basic knowledge of the available Tivoli offerings, review the high-level architecture of the IBM solutions available and relationships between Tivoli offerings so that the solution advisor is prepared to advise the client.
   With emphasis on performing the following tasks:
   
   1. Review the Tivoli portfolio.
   2. Review the basic relationship between the Tivoli products.
   3. Review business requirements to IBM Tivoli solutions.
   4. Possess knowledge of the Tivoli solutions product maturity.
   5. Possess Knowledge of Tivoli product opportunities.
   6. Review the product relationships between IBM, Tivoli, and third-party vendor solutions.
   7. Review the business and technical advantages of IBM Tivoli solutions.
   8. Determine the education opportunities for customer based on the IBM Tivoli solution.
3. Given the set of Service Availability and Performance Management (SAPM) tools, become familiar with the generic functions of SAPM tools so that the solution advisor can be prepared to address the clients issues and needs.
   With emphasis on performing the following tasks:
   
   1. Identify the recommended practices for monitoring to include:
      1. availability
      2. key processes
      3. key indicators
      4. performance metrics
      5. errors/faults
      6. notifications (information and other types)
   2. Identify the recommended practices of business services to include: relationships between business services
      1. relationships between business services and objects (servers, applications)
4. Given the customer's requirements, describe the high-level product functionality of the IBM Tivoli products for SAPM within the solution so that their roles are understood.
   With emphasis on performing the following tasks:
   
   1. Determine if an event management system is required.
   2. Determine if computer systems monitoring is required.
   3. Determine if a business service management solutions is required.
   4. Determine if an application availability and performance tracking solutions is required.
   5. Determine if an event enrichment is required at a high level to compliment the solution.
5. Given information about the existing client system, review the high-level functionality of any non-IBM products that will be part of the solution so that IBM Tivoli and non-IBM products are identified.
   With emphasis on performing the following tasks:
   
   1. Identify the separate products within the existing system.
   2. Identify the product vendors.
   3. Interview customer's Subject Matter Experts (SMEs) for competitive products
   4. Determine the general functionality of the product and which parts of this functionality are used in the existing system.
   5. Investigate customer's current opinion of competitive product.
   6. Identify IBM products that provide similar functionality.
   7. Determine if there is an integration point between the IBM and non-IBM products.
   8. Research the support arrangements for each non-IBM product.
   9. Determine if each non-IBM product has a road-map or is static.
6. Given an understanding of IBM SAPM solutions, the requirements, and technical details of the current solutions and integration points, identify IBM components not being utilized effectively so that improvements can be recommended.
   With emphasis on performing the following tasks:
   
   1. Interview customer and determine how IBM systems or applications are being used with normal daily workflows.
   2. Document workflows and share with the customer so that everyone agrees on the output of the interviews.
   3. Identify any requirements that can be met by extending currently installed IBM tools.
   4. Identify any systems that are a bottleneck to ensure if the systems are sized and tuned properly.
   5. Identify potential use of IBM tools that will pro-actively monitor and improve utilization, e.g. improve load sharing onto systems that are under-utilized.
   6. Identify any duplication of functionality that would allow the architecture to be simplified.
   7. Investigate whether interfaces can be made more efficient to increase utilization of components.
7. Given the need to propose an IBM solution design, have working knowledge of the core products and familiarity with related Tivoli SAPM products, so that the client understands the breadth and depth of the capabilities and reach of the Tivoli portfolio which can address their tactical and strategic requirements.
   With emphasis on performing the following tasks:
   
   1. Review and analyze the requirements identified.
   2. Understand features, capabilities, dependencies, and limitations of products available from IBM Tivoli SAPM product portfolio.
      1. IBM Tivoli Monitoring - IBM Tivoli Monitoring software products can optimize IT infrastructure performance and availability, and manage/monitor operating systems, databases, applications and servers in distributed and host environments.
      2. IBM Tivoli Netcool/OMNIbus - Tivoli Netcool/OMNIbus operations management software products enables around-the-clock administration and automation. Improve Service Availability and resiliency with real-time service management for data centers, network operations centers and IT domains.
      3. IBM Tivoli Composite Application Manager - IBM Tivoli Composite Application Manager (Tivoli Composite Application Manager) software products combines deep IT management capabilities with the rich functionality of IBM Tivoli Monitoring products, delivering a truly integrated solution for monitoring and management across the entire enterprise. Tivoli Composite Application Manager offers a single set of tools that can help your organization optimize performance and availability at every level of the IT infrastructure.
      4. IBM Tivoli Business Service Management - IBM Business Service Management software provides targeted service visibility and intelligence through real-time business and operational dashboards. Tivoli Business Service Management dashboards can include Key Performance Indicators, scorecards, reports, charts and graphs to track transactional volumes, profit and loss indicators, SLA status, service maps, event lists, views of third-party data stored in existing inventory and asset systems, service desks, CMDBs and other tools.
      5. IBM Tivoli Netcool/Impact - IBM Tivoli Netcool/Impact software provides a common platform for data access. It correlates, calculates, enriches, delivers, notifies, escalates, and assists in visualizing and performing a wide range of automated actions.
   3. Consult the individual product SMEs as needed for product capabilities, and limitations.
   4. Understand IBM product specific service offerings, product plans and product road map(s).
   5. Choose product or products that will address the requirements identified.
8. Given that the customer has been presented with the relationships between Key Performance Indicators (KPIs) , SLAs and Mean Time to Recovery (MTTR), describe how the solution benefits the customer so that the customer understands how Return on Investment (ROI) is achieved.
   With emphasis on performing the following tasks:
   
   1. Document to customer how SAPM will measure KPIs.
   2. Document how KPIs are used to measure SLAs.
   3. Document how measuring SLAs and focusing resources on the frequently recurring pain points can assist in the reduction of MTTR.
   4. Create a presentation that shows how ROI is realized when the system is made more reliable by using KPIs, SLAs, and MTTR.
9. Given the availability of information and the understanding of the client's business and technical requirements, match the client's requirements to Tivoli SAPM products so that the solution is designed.
   With emphasis on performing the following tasks:
   
   1. Summarize key personnel technical interviews.
   2. Identify high-level functionality and architecture of IBM solutions available.
   3. Define Tivoli SAPM products to provide the solution.
   4. Determine requirements for integration.
   5. Determine timeframe for deployment.
   6. Determine deployment approach (multi-phased or not).
10. Given a list of products to be deployed and client information (such as schedules, timelines, skill level, and deployment scope), determine the Level of Effort (LOE) to deploy the products and the cost of involving professional services so that a decision can be made on how to implement the products.
    With emphasis on performing the following tasks:
    
    1. Review the solution to be deployed.
    2. Determine the deployment order of the products.
    3. Identify and document scope of deployment (for example, Architecture/Solution Design, Project Management, Non-Production and Production).
    4. Break down the project into high-level tasks.
    5. Determine which tasks can be done consecutively or in tandem.
    6. Identify project manager.
    7. Assign LOE to each component.
    8. Identify and document the LOE of client's implementers.
11. Given the Tivoli software configuration, identify the competencies required to implement the solution so that a list of staff with appropriate skills can be identified.
    With emphasis on performing the following tasks:
    
    1. Identify required skills for each implementation requirement in the client design.
    2. Determine the level of expertise and experience of candidate needed for each skill.
    3. Identify a list of staff with skills matching the implementation skills needed.
12. Given an architecture document, create a high-level project plan so that a project plan is delivered to the client.
    With emphasis on performing the following tasks:
    
    1. Define the scope of the project and create a scope statement.
    2. Create a Work Breakdown Structure.
    3. Define the objectives and measures for success.
    4. Identify major milestones based on objectives.
    5. Develop a timeline based on LOE for each milestone.
    6. Create a milestone timeline.
    7. Identify milestone relationships and dependencies.
    8. Communicate the high-level project plan to stakeholders and implementers.
13. Given a list of products to be deployed, determine the available IBM Tivoli education resources on offer, so that a detailed plan is delivered to the client of the benefits and tasks required to achieve this.
    With emphasis on performing the following tasks:
    
    1. Correlate the list of potential customer SAPM product solutions to be deployed with any associated IBM Education needed by the client's project plan and implementation.
    2. Identify the customer products relevant services in use to determine if additional Education is required, also including external resources potentially relevant.
    3. Identify the relevant client business training skills gap required for a review of understanding how the product plan will be achieved, with the aim to assist in reduction of time and risk factors of deployment.
    4. Determine the relevant customer teams requiring further education, mapping to relevant product training courses identified.
    5. Update high-level project plan to ensure that the customer will be provided with relevant product education needs with the associated IBM Services specific for the client's future needs of education.

Section 3:Deliver the Solution

1. Given the list of IBM products in the proposed solution, select an effective method of presenting the solution to the client so that the presentation methods best suited for the current client are determined.
   With emphasis on performing the following tasks:
   
   1. Review the presentation methods available.
   2. Select one or more methods that cover the list of IBM products in the proposal.
   3. Identify any resources that are needed to use methods such as internet connections, temporary software licenses or Subject Matter Experts (SMEs) .
2. Given the availability of information and the understanding of the client's presentation requirement type, match the client's required presentation so that the solution is correctly presented
   With emphasis on performing the following tasks:
   
   1. Summarize key client's stakeholders interviews.
   2. Obtain customer presentation requirements and goals.
   3. Determine customer presentation approach.
   4. Build customer presentation
3. Given that meetings have taken place where the customer was able to relate Service Availability and Performance Management-related problems associated with their business, determine if an on-site Proof of Concept or off-site Proof of Technology is required so that a Proof of Concept or Proof of Technology requirement is known.
   With emphasis on performing the following tasks:
   
   1. Identify the appropriate IBM or partner demonstration method to use (PoC, Tech Demo Center, and Centers of Excellence).
   2. After the customer has related their requirements, determine if the requirements can be met with an off-site Proof of Technology.
   3. Determine if the customer has a unique environment that would require on-site deployment of a product to prove it is a viable solution.
   4. Determine if competitors are supplying the customer with an on-site Proof of Concept.
   5. Determine if on-site computing and lab technologies exist to support a viable Proof of Concept that will satisfy the customer's requirements.
   6. Prepare a document of understanding that shows how the requirements will be proven via an on-site Proof of Concept of off-site Proof of Technology.
4. Given the recommended solution, review the business case for the solution and determine if there are any additional requirements so that the design which is reviewed suggestions are made to improve Return on Investment (ROI).
   With emphasis on performing the following tasks:
   
   1. Review the high-level design to assess if the end objective of the solution is targeted with the IBM SME's and discuss the viability of including other IBM Tivoli software to enhance the solution.
   2. Review the architecture with customer and customer's technical team and assess any gaps in the solution provided by IBM and the actual requirement of the client.
   3. Review the design and ROI from customer's perspective and suggest other IBM Tivoli software to enhance the ROI.
5. Given that interviews have been conducted, analyze organization to determine who is most influential both formally and informally so that key decision makers and stakeholders are identified.
   With emphasis on performing the following tasks:
   
   1. Interview sponsor and ask in an appropriate manner "Who are key decision makers?"
   2. Observe customer interactions with one another.
   3. Determine who is most knowledgeable.
   4. Determine who is most listened to and respected by their team.
   5. Determine who is tasked (informally or otherwise) with the most important tasks.
   6. Determine who appears to be the key decision maker(s).
   7. Verify that your observations are correct with the sponsor or their representatives.
6. Given the scope of the IBM Service Availability and Performance Management solution, client specific solution design and the expert resources involved, present the benefits of the solution using demonstration so that the value of the solution is made clear to the client.
   With emphasis on performing the following tasks:
   
   1. Validate the understanding of customer's requirements.
   2. Demonstrate solution's capabilities to address customer's requirements.
      1. Identify increase in reliability and accountability brought about by solution.
      2. Identify improvement in Mean Time to Recovery.
      3. Demonstrate reduction in workload brought about by solution.
      4. Present new metrics and Key Performance Indicators available in the solution.
   3. Present successful case studies relevant to the customer's requirements.
   4. Present enhanced capabilities provided by the solution
   5. Describe future potential - expansion of functionality once key tools are in place, ability to scale in the future.
   6. Identify appropriate audience and ensure they will be represented
   7. Schedule appropriate resources and personnel to assist with final presentation and demonstration.