In this stream, sales and contractual documents, statement of work and existing service reports are reviewed in order to discover the criteria by which the services within scope are measured.  The output is used to validate if the service measurement criteria are reasonable and acceptable, and if the proposed organization supports the Service Engagement Model.  The outputs from the above discovery activities are summarized and communicated to other streams.

Since this stream is involved in service measurements, it will collect any service baselines related to the current level of service. The service engagement model evolves as a solution during the sales and contracting cycle.  The Service Engagement Initiation work stream will implement the contracted solution and ensure that all relevant groups and functions are identified and their inter-relationships are classified. This will drive the development and documentation of the service measures, how they are measured, where they are measured, how they are defined, how the results are collected, processed and reported.  

Within this stream, the methods of communication with the client and within the Service Delivery groups are defined and designed. The Service Engagement Model, Service Level Agreements and Service Governance Plan are reviewed and approved by Capgemini Account Management, the Capgemini Delivery Manager and potentially the Client. Once approved, these deliverables are baselined, published and handed over to the Service delivery Teams.

Adequate support must be provided during the Hypercare phase as agreed with the Run team, to facilitate stabilization.  

• The Service Engagement Initiation stream will rely on all other streams like Service Engagement Staff, Service Delivery Processes, Finance And Contracts, Work In Progress and Information Security And Compliance in order to formulate the Service Governance Plan.
• Information on Client security requirements and its impact on service levels need to be obtained from the Information Security And Compliance stream before baselining the Service Level Agreements.
• Also the identified facilities, equipments, infrastructure and other components required to manage and deliver the service must be communicated to the Technology And Infrastructure stream.