The Service Delivery Processes Lead must provide the functional and configuration requirements, of the defined processes, to the Technology And Infrastructure Lead for configuration. The functional specifications indicate tasks the tools must perform, to meet the requirements of the processes and the configuration requirements are process workflows that must be built into the tools. This collaboration between Service Delivery Process Lead and Technology And Infrastructure Lead must be adequately planned in order to optimize the time taken for establishing the service delivery process environment.

The key purpose of the functional specification is to:

• Let the tools configuration team know what needs to be build - for example, approval workflow, possible status and its effect of the Service Level Agreements clock, mandatory data to be captured, automatic notification requirements etc.
• Let the testers know what tests to run – For example, input form with mandated fields, roles based tasks, effect on Service Level Agreements based on different status etc.
  

The Tools Subject Matter Expert must convert the functional requirements captured with the help of process flows in to a detailed technical specification document to help configuring the tool. Technical specification specifies the technical details and configuration recommendations of how the functional requirements setup in the tools by means adapting the existing configurations; if available.

The stabilization period after the production deployment of the tools is often referred to as ‘hypercare’. The main purpose of the hypercare period is to closely monitor customer service, data integrity and the smooth functioning of the implemented tools.

Typically the hypercare plan would capture the following:

• Technical support
• Training
• Handling issues and queries
• Escalation plan
• Handover.

As part of this task the Tools Subject Matter Expert in collaboration with Technology And Infrastructure Lead should also prepare a Hypercare plan.