During Transition Handover-In, Incident Management Procedures must be created by tailoring Capgemini’s standard procedures, to meet the need of the engagement or a specific client. The procedures enable consistency of understanding and execution of the process across the teams.

The Incident Management Procedures would typically include:

• Incident classification and workflow
• Definition of specific incidents
• Procedures for specific incidents
• Escalation procedures
• Measurements (SLA/OLA,KPI) and reporting process
• Organization structure for incident escalations (functional).

The Incident Manager must identify the appropriate roles, skills and training needs that will be needed to work in Incident Management. The identified roles must be aligned with the roles defined in the contract and should describe the accountability and responsibility for the key tasks of Incident Management.

Establishing these procedures would ensure that the Service Delivery teams and relevant stakeholders understand and implement the process as per the expectations of Incident Management. The procedures should be maintained throughout the entire life of the engagement, but should be revised if the standard processes are revised or the Client expectations get modified.