Task: Execute Early Life Support For Service Engagement Initiation

Early Life Support (ELS) will be provided to the Service Delivery Team as per the defined criteria. All the issues /clarifications must be resolved and knowledge base should be updated, if required. Adequate support will be provided to the Service Delivery Team for stabilization, to ensure business as usual (BAU). The Service Engagement Initiation Lead ensures that the services are completely in control of the Run team, all transition documentation are published on the common repository and the run team is provided charge of it.

While providing Early Life Support to Run teams, the transition teams must engage in resolving queries and understanding difficulties and hindrances faced by the Run team in sustaining the change . The transition teams may also get involved in creating any remaining documents or artifacts that the Run team may need.

The Service Engagement Initiation Lead must review the consolidated queries/hindrances and identify a common trend or consistent issue that could lead to a wider change issue or risks. Appropriate actions need to defined and documented to resolve the queries/ hindrances. Once defined, these actions must be reviewed with relevant stakeholders to determine whether to proceed or not, by reviewing relevance, cost, complexity, etc. If the actions are agreed, they must be launched immediately and monitored on a regular basis. A mechanism to monitor the effectiveness of actions taken must be established.

The Service Engagement Initiation Lead must assist the Run team to gain confidence on the successful steady state execution and assist the team to quickly achieve stabilization by closely monitoring the service performance on the agreed Service Level Agreements.

During the baselining period, the baselining may identify areas of concern, which should be immediately addressed. Where issues are caused by factors external to Capgemini e.g. higher volume of incidents than originally declared by the Client, then the Service Level Agreements may have to be amended which may result in a service change request. Where issues are caused by factors internal to Capgemini (e.g. additional training of delivery team, internal processes causing delays or not being followed), then action must be undertaken to ensure the ongoing service can meet the Service Level Agreements.