| This activity focuses on seeking clarity on the Problem Management requirements of the Client. Once these are understood, a
clear set of procedures, which are compliant with Capgemini standards as well as the contractual obligations with the
Client, must be established. These procedures typically define the work flow, scope, measurements etc. for the Service
Engagement. These procedures must be created by tailoring the Capgemini standard process defined in Service Delivery Method
for Problem Management to meet Client / Service Engagement specifics. In addition to procedures, tools for executing the
Problem Management process must be identified and communicated to the Service Delivery Environment Supervision Manager. |
