In this stage, Capgemini works together with Client to capture a detailed understanding of the flow of information, details of the Statement Of Work, sub-processes and activities to identify the procedures, parties, stakeholders, inputs, touch points and deliverables. Wherever possible, the existing Client process maps and work instructions are leveraged to assist in the preparation of adopted process documentation.

To aid development of processes Service Delivery Processes Lead must conduct series of process workshops with Clients, key user stakeholders and Subject Matter Experts. A detailed schedule of process workshops are prepared and published with Client and Capgemini stakeholders to validate their availability and help make required logistic requriments to aid the workshops. In addition, the Service Delivery Process Lead must also collaborate with other stream leads to obtain inputs required to define the processes.

This approach ensures acceptance of the processes, changes the Client needs to make to their processes and time commitments the Client needs to make to support the processes.

For all newly developed and tailored processes corresponding training materials needs to be prepared and trainings imparted to both Capgemini and Client team as required, as part of the transition. The Service Delivery Processes Lead prepares the training material as per the newly designed agreed processes and gets them validated by both Client and Capgemini stakeholders to meet their expectations.

It is almost always a good idea to plan for Client process experts attending training. Taking a joint approach establishes trust and credibility. The Client process experts can participate in training by addressing questions and relating real situations into training.