It is vital to determine the communication channel, their purpose, methods and frequency for communication with Client, service delivery functions and third parties involved in the delivery of services.

The Service Engagement Initiation Lead must define and design methods of communication with the Client and between the service delivery groups. This would include defining how issues are escalated and resolved, how often reports are created and distributed, how often the stakeholders must meet and who represents each organization in the Service Engagement Model and contact maps with the Client and the Service Engagement Organization.

Internal interactions must also be defined and understood. Their importance grows as the complexity of the service solution increases or becomes more disparate.

The items to consider are:

• Contact and escalation maps within the design
• Internal escalation routes
• Delegated authority limits
• Service desk interactions.

The timing and content of many of these events must be driven by the service measures that have been designed and should integrate with the reporting and meeting requirements designed for interaction with the client.