Supplier Service Level Agreements are signed between Capgemini and third parties whereas Operational Level Agreements are internal to Capgemini. The Operational Level Agreements and Supplier Service Level Agreements are outputs from the Financial and Contractual work stream. The Service Engagement Initiation Lead must ensure that the Supplier Service Level Agreements contain the correct measures and targets from third parties, thus allowing the Service Level Agreements to be achieved.

The Service Engagement Initiation Lead needs to consider that:

• The proposed service delivery organization must be established to understand how the Service Engagement Model must be developed
• The proposed solution may be the same as the incumbent solution, may require a completely new solution or maybe a combination of both
• The role of Client owned and managed third parties and how they fit into the commercial framework of the Service Engagement Model. It has implications on the service in terms of reporting, escalation and the location of staff within the Service Engagement Model
• The format, frequency and delivery of formal reporting and regular meetings/reviews are also impacted by the service delivery organization. In order to facilitate the transfer of information, meet with the sales team and solution architects to review the proposed solution
• Focus on any expectations the Client may have and any concerns or risks the sales team identified during the pursuit
• The Supplier Service Level Agreements is generally signed-off between the various vendors of the Client and the relevant Capgemini teams. However, the pivotal role here is played by the Client Service Engagement Initiation Lead who provides correct access to its vendor agents. The Engagement Manager from Capgemini is accountable to ensure that Supplier Service Level Agreements are in place prior to service cutover.
  

The Operational Level Agreements may be documented within the Service Level Agreement documents or outside as defined by the Service Engagement Initiation Lead. Once published, any subsequent amendments to the Operational Level Agreements and Supplier Service Level Agreements must be managed via the change management process.