This document provides an overview of the typical Ex Libris campusM implementation processes and tasks to help customers prepare for an Ex Libris campusM implementation project.
Ex Libris Implementation Strategy
Ex Libris teams strive for 100% customer satisfaction. We assign a Technical Project Manager (TPM) to guide the customer from the beginning of the project to its completion and collaborate with the institution to create a mutually agreed upon plan for the project scope, roles, and timeline during the initial phase of implementation (within the timeline defined in the contract). This role also covers the technical implementation and knowledge and discussions in order to facilitate the project's success.
Implementation Project Lifecycle
The Ex Libris implementation strategy leverages the extensive implementation experience, as well as the experience and technical knowledge of our staff, to bring Ex Libris solutions into production efficiently and effectively.
The timeframe for a campusM implementation is approximately three to four months, depending on the complexity of the integrations and the number of unique profiles to be implemented. The project duration is defined in the contract. A high-level project plan indicating the major milestones is prepared and agreed upon by both sides. This plan serves as a commitment for the customer and Ex Libris to allocate the relevant resources, complete assigned tasks, and meet agreed upon deadlines for the implementation of campusM.
When the implementation project moves into production, the customer will have access to a Customer Success Manager (CSM) who will be provided a detailed handover from the implementation team to understand the customer’s goals, objectives, and implementation configurations. The CSM’s role is to ensure that the customer continues to succeed and make the most from the platform.
campusM Implementation Methodology
The implementation methodology is a framework of phases, tasks, and milestone dates based on best practices and years of Ex Libris Professional Services experience. The methodology enables repeatability, as well as the management of expectations, which are critical to the success of campusM implementation.
Preparing for the Implementation Project
Upon signing a contract with Ex Libris, customers receive a welcome email that includes a product welcome kit. This kit contains some basic information about campusM, a series of guides, the installation kit for the Connect Layer, a list of pre-requisites, and additional information to help the customer prepare for the campusM implementation.
In parallel, Ex Libris performs an internal statement of work and sales transition review to ensure that the implementation project team fully understands the customer’s goals, requirements, and implementation scope. This will help frame the campusM kickoff workshop that follows.
During this period, both the customer and Ex Libris should identify project stakeholders and define project teams (organization planning). It is recommended that the customer use this time for an internal review of the existing workflows and data.
Ex Libris Professional Services follows an implementation approach that pairs an Ex Libris project team with a customer project team. The four phases of implementation are:
- Getting Started
Once the implementation has been concluded and signed off by both parties, the customer moves to production.
Project status meetings take place regularly throughout all phases of the implementation project to help ensure a shared understanding of the progress so far and the tasks yet to be performed.
Project status calls are usually conducted between the Ex Libris project team (Technical Project Manager) and the customer team project coordinator. Other project team members may participate in such calls as required.
Phase 1: Getting Started
This phase starts with the welcome meeting, to ensure a controlled start to the campusM implementation. This sets the foundations for a transformative implementation. A designated Ex Libris Technical Project Manager (TPM) partners with the customer project coordinator from the outset to review all project stages, roles and responsibilities, to identify the key milestones for the implementation, and then to agree upon a date for the campusM kickoff.
From the customer perspective – this is the time to start gathering the pre-requisites data, get a hold of the app stores account and building the Connect Layer server.
In addition – the customer should take advantage of the available on-line App Manager training to familiarize the relevant staff with campusM back office and the available options.
Phase 2: Design
The design phase is about defining what will be delivered and setting out how the platform will be integrated and implemented.
At this point, the Connect Layer and app store (Apple/Google) accounts details should be up and ready for the kickoff.
The campusM kickoff is a key component in the design stage. During this interactive workshop (which may be done remotely or on-site at Ex Libris' discretion), Ex Libris will work with the customer to review the implementation's integration scope and pre-requisites and review the timeframes and tasks for the implementation in detail. This two-way process is designed to ensure there is a shared understanding about how campusM will be implemented and the work required by each party.
At the end of the workshop, a mutually agreed outline project plan will be drafted that identifies how campusM will be implemented and the dates for each milestone throughout the project. Directly following the campusM kickoff, Ex Libris will issue the finalized campusM Statement of Work that will detail the configurations that will be performed by Ex Libris and the customer to achieve the successful implementation of the required integrations, along with a detailed project delivery plan.
Phase 3: Build
At the beginning of this phase, all pre-requisites data should be fulfilled by the customer and delivered to Ex Libris for review. This is the APF point (All Pre-requisites Fulfilled) which is extremely critical for keeping the entire project on track.
Once delivered, Ex Libris will go over the pre-requisites data to confirm that all that is needed for a successful implementation of campusM according to the scope was provided and is valid. (APF validation period)
Once the data is validated, the project enters the actual Build phase.
The main part of the Build phase is for Ex Libris staff to coordinate the setup and configuration of all integrations (based on the pre-requisite worksheet options chosen
by the customer) with the university systems in the agreed project scope.
Working closely with the customer, the Ex Libris implementation project team will handcraft a fully integrated mobile experience that is distinctive and compelling for end users.
In addition, over the course of this phase, the authentication methods, permissions, roles and profiles will be implemented, along with the branding, maps and locations, and the static content.
As each integration is ready for testing during this phase, it will be delivered for customer testing on the Sandbox environment. As each integration is confirmed, it will be moved to the Production environment. The deployments are delivered in close coordination with the Ex Libris project manager and customer following an internal change management procedure.
This phase concludes with completion of testing of all agreed integrations and signifies readiness to move forward to final deployment steps.
Phase 4: Deploy
The Deploy phase is focused on getting the app into the hands of end users, so the customer can start reaping the rewards of a best in class mobile platform.
Following the testing period, the app will be submitted for approval by the relevant app store. In parallel, the local marketing and promotion of the app to end users starts, and the benefits of a class-leading mobile solutions start to be realized as part of the Go-Live.
Between Go-Live and the completion of this phase is a post-Go-Live period of typically 4 weeks, where any needed app refinements proceed and the Ex Libris project team continues to be the main focal point for the customer while ensuring any key remaining issues are resolved or prioritized appropriately as the final project phase comes to completion.
This phase ends after implementation project handover and sign-off, with the platform fully operational. From this point on, the customer is supported by the dedicated Support Team and Customer Success Team who ensure that the customer gets the most from the products and services Ex Libris provides.
Right after the switch to support, an implementation survey will be sent to measure the customer satisfaction from the implementation process.
Life in Production
The customer’s relationship with Ex Libris does not end when the installation is completed and becomes fully operational. Rather, Ex Libris is committed to ensuring that the customer’s needs continue to be met. Ex Libris’ dedicated support team is available to assist customers with any product-related issues that they cannot resolve on their own. This includes self-service online help tools as well as direct interactive assistance via SalesForce for logging and receiving updates on cases submitted.
In addition, customers have access to a Customer Success Manager (CSM) whose role it is to ensure that the customer gets the most from the products and services Ex Libris provides. They are the customer’s advocate within Ex Libris, ensuring the customer’s deployment is and continues to be a success. This objective is supported by an annual customer Health Check, whereby a review of the app usage and a discussion of new and emerging opportunities for the customer to maximize the product and engage their target users is held, while ensuring that Ex Libris’ high level of support quality is being achieved in parallel.
Training material – recorded sessions and documentation – is publicly available via Ex Libris' CKC (Customer Knowledge Center) and should be used by the customer to gain campusM knowledge.
The online training program introduces the customer to the App Manager which is a web-based configuration interface that manages the end user experience, as well as the AEK (App Extension Kit, which is available for the Enterprise subscription level only) – developer tools to create customer screens and interfaces within the app.
Implementation Project Details
The timeline below outlines the approximate timings and milestones for a typical single profile implementation with standard integrations.
For detailed Implementation flow chart - see Implementation flow chart
The project timeline is dependent on the following factors:
- Subscription Level
- Implementation scope
- Integration Points
- Number of profiles to be initially provisioned
- Size and complexity of customer integrations
The diagram below outlines the approximate timings for the key phases for a typical single profile implementation with standard integrations.
General Project Activities
Listed below are typical project activities to help customers plan and prepare for their Ex Libris project.
Ex Libris and Customer Project Teams and Responsibilities
This section describes the composition of the Ex Libris and Customer Project Teams and their responsibilities.
Ex Libris Project Team
The Ex Libris Implementation Team includes the following:
Technical Project Manager
Technical Project Manager (Implementation Consultancy)
The Ex Libris Implementation Team responsibilities include:
- Project management
- Ex Libris will provide the implementation with a dedicated Project Manager who will oversee the implementation of campusM in accordance with the campusM Statement of Work.
- Ex Libris will be responsible for overall management of the implementation, along with handling and delivering the tasks assigned to them in the campusM Statement of Work.
- Clear communications
- Ex Libris will communicate on a regular basis with the lead customer contact(s) and the subsequent technical staff as the implementation progresses.
- The campusM Statement of Work will identify the lead contact(s) for the customer and provide their contact details.
- Ex Libris will make all reasonable effort to inform the customer if they encounter a problem or delay with any of the tasks required to deliver the implementation.
- Ex Libris will respond in a timely manner to questions or requests from the customer.
- Implementation of campusM solution as defined within agreed Statement of Work.
Guidelines for the campusM Implementation Team – Customer Side
The customer Implementation Team should include:
Primary project contact:
Initial and ongoing responsibility for the configuration and maintenance of the apps and their content
Source Systems Specialists
Customer systems expert(s) who understand(s) the institution's data structures and functional requirements to the integration points to be delivered by the app
IT Infrastructure Team
Implementation and ongoing maintenance of campusM Connect Layer local infrastructure and operating system
Develop new screens and app functionality based on campusM Application Extension Kit (AEK), if required by the customer and available through subscription level
The customer Implementation Team responsibilities include:
- Project management
- The customer will be responsible for managing and delivering the tasks assigned to them in the campusM Statement of Work to support the implementation of campusM.
- Clear communications
- The customer will be required to communicate on a regular basis with the Ex Libris implementation project team and make all reasonable effort to inform Ex Libris if they encounter a problem or are aware of not being able to complete a task assigned to them in the campusM Statement of Work.
- The customer will be required to respond in a timely manner to questions or requests from the Ex Libris implementation team.
- Delays in responses to questions raised by Ex Libris may result in unavoidable delays to project implementation.
- Implementation of campusM Connect Layer Infrastructure
- The customer will be required to acquire and install the hardware and software requirements as will be defined in the campusM Installation Guide.
- The customer will be required to maintain the ability for Ex Libris implementation project team to access the campusM Connect Layer server(s) remotely.
- Developer accounts
- The customer will be required to maintain the status of their Google and Apple developer accounts to enable Ex Libris to release the production apps at the appropriate time.
The Connect Layer server is required to be ready and accessible prior to the kickoff.
The Developer accounts for Apple and Google are also required prior to the kickoff.
- Testing and implementation completion
- The customer will be responsible for working with the Ex Libris implementation project team to test the campusM apps, identifying any issues and retest until such time as the apps are ready to be released to production.