Activity: 03.01 - Initiate Request Fulfillment Process
This activity focuses on setting up for Request Fulfillment in the engagement. It includes understanding requirements and establishing procedures and tools required for executing Request Fulfillment.
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Description

During Transition Handover-In phase, the first step is to understand client expectations for Request Fulfillment process. The Request Fulfillment Manager, along with the Engagement Manager, must review the contract and the Service Governance Plan(SGP), to understand the commitments made to Client on Request Fulfillment. During this activity, Request Fulfillment Manager must prepare Request Fulfillment Procedures by tailoring Capgemini’s standard procedures. The standard procedure is tailored using the tailoring guidelines to meet specific Service Engagement or Client requirements.

Request Fulfillment Procedures should cover, how the service request should be handled through its entire lifecycle. It should also include procedures around monitoring, reporting key performance indicators, escalation management, reporting, improvement identification etc.

The Request Fulfillment Manager must also identify tools needed to enable the Request Fulfillment process.