For the platforms and tools environment, requirements will be largely received from the Service Delivery Process stream and the Technology And Infrastructure Lead assigned to the engagement. The Technology And Infrastructure Lead must also identify tools required beyond the Service Delivery Process inputs that will be necessary within the entire technical environment.

Typically, building the platforms and tools environment will involve:

• Configuring workflows on the chosen ITSM platform for processes (incident management, problem management, service request fulfilment, release management and others as specified in the requirements and design phases of the engagement
• Complete data loadsheets for all of the above ITIL processes
• Configuration of the SLM process as designed on the ITSM platform or any other designated tool, including building service reporting capabilities on the tool
• Developing  terms and conditions for service targets and build targets
• Establishing the Known Error database (KEDB) in the ITSM tool and a  portal for the knowledge management tool
• Configuring the designed process flows for KEDB and KM
• Uploading knowledge data into respective tools
• Setting up and configuring the service asset and configuration management system
• Seting and configuring survey mechanisms
• Building the database for ITBM data warehouse
• Setting up and configuring the security management database or tool.

The Technology And Infrastructure Lead must ensure appropriate integration between the various elements of the platforms and tools environment. In the case of Client or third party tools, appropriate integration must be established with the Client environment too.

The Engagement Manager (Transition) must keep all relevant stakeholders informed on the progress as per the implementation plan,  and any risksobserved must be highlighted.

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