During initiation, it is necessary to have clear understanding of the requirements and Client’s expectations with respect to Incident Management. For this, the Incident Manager along with the Engagement Manager, must review the contract and the Service governance Plan(SGP) to obtain a detailed understanding of:

• Scope of Incident management process
• Key obligations (Capgemini, Client and possibly Suppliers)
• Client deliverables (contractual deliverables, other deliverables)
• The proposed delivery approach
• Any agreements regarding the location and split of work onshore and offshore
• Escalation and dispute resolution process
• Reporting mechanism and frequency.

It is important to seek clarity and agree on the measurements to gauge the Incident Management performance. These measurements can be client specific (defined in contract) or internal based on Capgemini guidelines. The measurements may be defined in the form of SLA’s or OLA’s or KPI’s. Having a clear understanding about the measurements and how it will be monitored and reported will help to control the Incident Management performance throughout its life cycle.

The Incident Manager should obtain and review all the available information on Incident Management so far: in terms of existing policies, processes, procedures, workload information and work instructions. These would serve as an input for planning for Incident Management in the engagement and can also be reused as needed. Risks and issues pertaining to Incident Management should be identified and communicated to relevant stakeholders.