The WIP Lead must agree with the Client, incumbent (if appropriate) and other relevant service providers on the mechanics of how Support or services WIP must be monitored during transition (e.g. weekly or monthly progress reports) and the types of actions that should be taken where there is variance from agreed levels at service handover. That is where the volumes of support or service work delivered by the Client or incumbent differ from the levels in Capgemini’s contract.

A Responsibility Matrix For Support WIP needs to be agreed between the relevant parties as to:

·    What is monitored?

·    How it is monitored?

·    How frequently it is monitored and reported?

·    Who undertakes the monitoring and reporting activities?

·    Who undertakes remedial activities where a backlog is building?

·    Who undertakes remedial activities where there is insufficient information in the service management toolset?

Typically, Capgemini’s responsibilities and dependencies must have been set out in the contract. The Responsibility Matrix For Support WIPwould not be included or be contractual.  The contract should state our responsibilities and we what  we need the Client to do or ensure is done by other parties, to enable us to meet our responsibilities.

Mechanics includes, agreeing on when the final measurement(s) are to be taken, when information is to be loaded, and when Capgemini should gain full access to the existing tools immediately prior to service handover (e.g. day before, week before). This must also address the ticket backlog that builds up during the transition phase.

The approach to address variances will differ depending on the specific circumstances and must include:

• Prioritization and additional effort from the incumbent(s) or Client to catch up with housekeeping or backlogs
• Reviewing aged tickets and requests to confirm whether they are still valid or can be closed
• Adjusting performance levels on specific items until they are completed
• One off  monetary charge per outstanding call at handover
• Additional project days for Capgemini or relevant new service provider to catch up with housekeeping
• Additional project days for Capgemini or relevant new service provider to catch up with backlogs
• Timing, impact, responsibilities and costs for any Service Improvement Plan (SIP).

When discussing transfer of open items to a new service management tools, the WIP Lead must work closely with the Technology and Infrastructure and Service Delivery Processes streams as they must be undertaking data capture and transfer activities. In addition, the Information Security and Compliance stream should provide guidance on meeting security requirements.

Examples of the types of actions that may be taken for transferring old items to a new service management tools are:

• Transfer all open items to the new service management tools (e.g. ITSM) via an automated upload
• Leave open items in the existing tools with Capgemini having full access to these items until they are closed, with all new items logged in the new service management tools (from day 1 of service transfer).
  

Consider whether effort for this activity has been included in the costing or whether it needs to be change controlled.

The agreement must be documented, agreed and signed-off. This may be in the form of Client Agreement Memo agreed with the Client (and incumbent if appropriate) or may require further commercial negotiations and a Change Control Note to the contract.

Service Engagement Risk Log and Service Engagement Issue Log must be updated as appropriate.

The WIP Lead must also agree with the Client, incumbent (if appropriate) and other relevant service providers what actions should be taken if there is insufficient information is in the service management toolset to effect handover.

Activities may include:

• Additional effort from the incumbent(s) or Client to provide sufficient data
• Tagging tickets with insufficient information for the incumbent(s) or Client to fulfill and complete
• Closing the tickets in question and asking users to resubmit (not the popular option).