At the beginning of the engagement, the Maintenance Change Request Manager must produce the Maintenance Change Request
Management Procedures by tailoring Capgemini’s standard procedures against the needs of the Service Engagement and
specifics of the Client. A tailoring guideline may be used for this. The procedure must be compliant with Capgemini
standards and Client specifics.
The Maintenance Change Request Management Procedures must contain the set of activities required to efficiently manage a
maintenance change request. These procedures must typically contain information pertaining to the workflow to be followed
in the lifecycle of a maintenance change request. Additionally, workflow for managing escalations and overall governance of
the maintenance change records, must also be defined. The measurements and reporting mechanism used for the Maintenance
Change Request Management stream must be detailed out.
The Maintenance Change Request Manager must identify appropriate roles and define responsibilities for the same.The
Maintenance Change Request Manager must identify the required skillsets and the appropriate training needs for this
process.
Establishing these procedures should ensure that the Delivery Team and its relevant stakeholders understand and implements
the process as per the expectations of this stream. These procedures should be revised if the standard processes get
updated or the Client expectations are changed.
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