It is essential to assess whether the implemented Service Engagement Model and the Service Governance Plan meet the
service requirements.
This assessment can be carried out in a number of ways including:
-
Day in the Life of’ (DILO) workshops. All stakeholders in the future service attend workshops where scenarios to
mirror service scenarios are walked through to ensure all parties understand their roles and responsibilities in
the future service and ensure there are no gaps
-
Testing of workflow via the creation of dummy incidents, service requests, change requests etc on the service desk
tool or on an IT system, then tracking how the items are assigned, acknowledged, processed and approved. The dummy
items should include ‘problem’ items to ensure the escalation model is fit for purpose. The communications that
take place during the processing of these items are checked to ensure they are cohesive
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As a minimum, a checklist approach may be taken to assessment.
The method(s) of assessment will vary from engagement to engagement and the decision on which method to use should take
into account the specific requirements and/or properties of the service engagement.
For example:
-
Complexity of the Service Engagement Model. Are multiple parties are involved in the delivery of the service
(Client and internal to Capgemini)
-
Maturity of Client organization. Have they worked with third party suppliers before? Do they understand their
role in the management of the Service Engagement
-
Areas of risk. For example are there any aspects of the Service Engagement which have not been implemented or
delivered by Capgemini previously or which are to be delivered in a new way by Capgemini
-
Key areas of concern for the Client. If the Client has identified critical elements of the service then the
decision may be taken to assure just those areas. For example if the Client’s business has high utilization
outside standard business hours, they may seek assurance that the service engagement model will function
correctly during those hours by checking things such as how third party suppliers are contacted, what and how
Client communications will be handled, how Client approvals will be given (who needs to be on call etc) or how
escalations will work outside standard business hours
-
Availability of a production like environment to create dummy incidents etc. Often production like environments
are not available or if they are, they are not linked to a service desk tool.
Regardless of the assessment method to be used, two key principles apply:
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