Once the Support WIP and tickets are identified, the mechanics to handle them are defined and clarity is obtained on who is going to be responsible to resolve these tickets, the next step is to confirm the Acceptance Criteria For Support WIP . Any plan should also have a target timing of when the backlog should be address by.

Where Capgemini is taking on the work, then the Capgemini Run teams’ Acceptance Criteria For Support WIP should typically have been agreed during the sales phase and included in the contract. For example information required and types of Support WIP in scope. 

There may also be situations where the transfer of the Support WIP is dependent on the Client, incumbent or other supplier activities. Obligations must be in the contract.

For clarity, this Acceptance Criteria For Support WIP must be documented and where appropriate agreed with the relevant stakeholders.