The Service Delivery Processes (SDP) and its tools (e.g. Remedy (RoD), or Service Now or BPOpen) offer a tight integration of functions, that correlate with the activities of the broader IT support organization. They leverage a business view of IT services, enabling the IT support organization to quickly resolve or escalate issues and problems, improve root cause isolation, and provide higher levels of business user satisfaction.

This stream focuses on analyzing, identifying, defining (where required) and implementing a required set of working processes and procedures that Capgemini and its suppliers must execute in order to deliver all contracted services. The delivery processes which cut across Capgemini, Client & other suppliers and have impact on performance on Capgemini services is also under the scope of this stream. For Business Services, the alignment to Capgemini’s Global Process Model (GPM) is also established through this stream.

The SDP stream’s lifecycle initiates with analyzing current state and process requirements of new service model, based on which, the overall process framework, its development and release plan is prepared. In addition, it’s important to plan for the tools and platforms to enable the processes.

Post this, the processes and their required training kits are developed.  As the process definition gets clear, the enabling tools and platforms are configured in parallel. Based on the readiness of process, training and tools/platforms, the processes implementation is commenced. The processes and trainings are baselined and published.

In the later part of transition, support is provided by this stream to answer questions on new process framework as well as fine tune the defined processes where needed.

Critical tasks of this stream include :

• Identifying and analyzing process requirements (including statutory and regulatory requirements)
• Identifying integration points with internal Capgemini processes and Client processes
• Assessing maturity of the current processes ( For Business services ,subsequently preparing for GPM alignment)
• Setting-up/establishing the processes for delivery
• Identifying and configuring required tools and platform reviewing/changing the existing 3rd party processes and procedures in line with service level agreements. developing and delivering training
• Educating the service delivery team on delivery specific process and procedures
• Identifying and prioritizing a set of service process improvements that impact activities undertaken by either Capgemini, the client and/or relevant 3rd parties that can be implemented after service commencement and a part of continuous service improvement plan
• Identifying & analyzing existing service processes and procedures; focusing primarily on change control process that will need attention to improve the effectiveness and efficiency
• Conducting dry runs where applicable to confirm process readiness.      

It is recommended to have an entry and exit criteria defined for the Hypercare in the process release plan agreed by all the relevant stakeholders. Adequate support should be provided to the Run team to facilitate stabilization.

• The service levels baselined in the Service Engagement Initiation Stream must be understood by Service Delivery Process stream in order to design the Service Delivery Processes and the tools landscape.
• In addition, inputs must also be received from the Information Security And Compliance stream, for incorporating information security requirements into the Service Delivery Processes.
• The tools requirement for configuring processes is provided by Service Delivery Processes to the Technology And Infrastructure stream. Once the configuration is complete, the Technology And Infrastructure stream must provide feedback to Service Delivery Processes in order to implement the tools, baseline the same and publish the process model.