Based on the service scope, a Service Engagement Model must be established to provide a structured framework to assist in attaining service commitments.

There are many elements that constitute the Service Engagement Model, however the most critical element is identifying and establishing the Service Engagement Organization. Once the Service Engagement Organization is established, Terms Of Reference are defined for the various roles and functions of the Service Engagement Organization.

A Service Governance Plan must be produced which clearly defines how service delivery should work to meet the requirements of the Service Level Agreements. Communication channels must be determined for interaction of Service Delivery Teams with the Client, other service delivery functions and third parties, if any. Various protocols should be established. This would include how the issues are escalated and resolved, how often reports are created and distributed, how often the stakeholders meet and who represents each organization in the Service Engagement Model.