The first step in the Transition Handover-In phase is to review the contract and the Service Governance Plan(SGP) to understand the services and systems within the scope of the engagement. The Event Manager must understand the business criticality of these services and systems and identify the technology configuration items that need to be monitored should be identified. While gathering the requirements for Event Management, other requirements like technology availability requirements, security requirements, etc. should also be understood, in order to arrive at thresholds at which the events need to be triggered. The Event Manager should identify and engage stakeholders both internal and external (service owners at Client end, monitoring SMEs, tools SME for monitoring and service management tools) to understand the current state and Capgemini’s commitment for Event Management. The as-is monitoring set up (existing monitoring systems, existing monitoring baselines, how they feed into Incident Management process) must also be understood.

The Event Manager must agree on the critical success factors, Service Level Agreements and obtain a clear understanding on how measurements (in terms of Service Level Agreements (SLA), Key Performance Indicators (KPI) etc.) for Event Management are defined and how its performance will be monitored and reported.

It is also suggested to obtain and review all the available information on the Event Management process: in terms of existing policies, processes, procedures, tools used, KPI information and work instructions. These could either serve as an input for planning for Event Management in the engagement and can also be reused as needed. Risks and issues pertaining to Event Management are identified. The Event Manager should also review and clarify any other agreements or obligations made to the Client from Event Management perspective.