Early Life Support (ELS) is primarily given to provide an extended arm to the Service Delivery Organization to ensure the team is prepared to deliver the agreed services. The Engagement Manager (Transition) should make sure that the entry and exit criteria for ELS is defined, documented and agreed by all the relevant stakeholders.

During ELS, the service delivery  team should resolve problems/issues that will help to stabilize the service. The Knowledge Exchange Lead should ensure that all the documentation and knowledge base are updated with additional diagnostics, known errors, workarounds and frequently asked questions during the ELS. The Delivery Manager must ensure that any Knowledge Exchange or support training gaps within the teams receiving the service are resolved.

The services should be transferred to the identified Run team. The Delivery Manager should ensure that the Run team is aware about all the critical services, service levels and expected performance standards of the services . The knowledge repository should be validated for its completeness.

Any hindrances/issues encountered during the exchange of services to be resolved and documented. All the relevant stakeholders must be communicated on the progress of the transfer to Run team. The Roles And Responsibilities Matrices For Knowledge Exchange should be revisited for any change in the roles and responsibilities.

Once the sign-off is obtained on the Knowledge Exchange , the Engagement Manager (Transition) must assist the Delivery Manager to track and report the service performance and achieve stabilization. During this period, if it is observed that the knowledge acquired or the documentation created during Knowledge Exchange is not adequate for resolving tickets within stipulated period to meet Service Level Agreement, root cause analysis needs to be done and corrective actions needs to be implemented immediately.