It is critical to establish a clear understanding of the Incident Management commitments and Client’s expectations from the Incident Management process. During the Transition Handover-In phase the Incident Manager must develop Incident Management Procedures by tailoring Capgemini’s standard process defined in Service Delivery method for Incident Management. The standard process should be tailored to meet specific Service Engagement or Client requirements.

The Incident Management Procedures should typically cover, how the incident gets detected, how it is diagnosed and resolved. It should also describe how specific types of incidents, like major incidents, security incidents, incidents raised by VIP stakeholders, etc., are handled. Mechanisms for functional escalations must be defined and agreed upon, to rule out any delays in restoration of service. Modes of communication and issue resolution paths needs need to be defined. Incident monitoring, closure of outstanding actions, reporting of measurements, Improvement identification are also detailed out in the procedures. Tools required to support incident management must be selected in this phase.