Once the tailored existing processes are reviewed and signed-off, the Service Delivery Processes Lead focuses on those processes that need to be defined to meet customer commitments as mentioned in the contract or Statement Of Work document.

To aid development of the processes the Service Delivery Processes Lead must:

• Conduct process workshops with Client process stakeholders
• Agree process definitions and refinement scope
• Agree target process model
• For each process the following is addressed:
  •   Process definition and refinement scope
  •  Cost elements (one-off and operational costs)
  •   Benefits (operationally)
  •   Risks to Client business and Capgemini
  •   Dependencies for process or migration
•   Process enablers:
•  Key roles for ongoing process execution (in operational mode) and migration
•  Changed required in the supporting tools
•  Make the processes as LEAN as possible
•  Look for bottlenecks for end-to-end service
•  Processes must consider end-to-end service
•  Recommendations for the approach or timelines or phasing implications of process rollout.

Post the workshops the Service Delivery Processes Lead publishes the baselined version of the newly developed processes and highlight the open issues and risks with all stakeholders to gain concurrence. As part of the workshops, additional workshop schedules may also be agreed to address all open points, if any.