For a successful process implementation it is essential that all process participants are made familiar about the new processes. From Client perspective it is essential to make them aware about the changes made to their current processes.

The trainings should typically cover the following topics:

• Key concepts and terminologies to aid the success of the new processes
• Process model
• Detailed walkthrough of the process workflows
• Process roles and responsibilities
• Ticket flow and underlying tools steps with possible status and their impact on Service Level Agreements
• Do’s and Don’ts for each process to facilitate adherence
• Process specific statutory requirements
• Process related communication and escalation mythology
• Interfacing and related processes for example how incident management interfaces with knowledge, problem and change management process.

It is a good practice to involve key members from Client organization for these training sessions, to help them align and adapt to the new processes.  A separate training session on Capgemini enabled tools must be scheduled for Client users to help them familiarize with the new tools.

It is also recommended to record the training session or future reference and aid the onboarding processes for new team members.

In case of Business Services, the Service Delivery Processes Lead must plan and undertake trainings on the new Target Operating Model (TOM) for each country/ region/Business unit. The Service Delivery Processes Lead must also ensure the Client users are provided training on the Capgemini enablement tools.