Throughout the life of a Service Engagement the scope and requirements could change. These are typically triggered by events like changes in patterns of business activities, changes in demand of service or service consumption, or other changes in the areas of cybersecurity, business continuity, data protection, safety control and export control requirements. The change in consumption patterns of services can trigger negotiation and agreements with various stakeholders for the same. As a result it is important that the Engagement Manager conducts regular reviews of the Service Engagement requirements to check that all new and amended requirements have been formally documented accurately. Tool such as "Kano analysis" can be used to capture and understand requirements and classify them into must have and delighters (good to have). This analysis must undergo periodic review to identify shift of requirements from what can delight today to becoming must haves tomorrow. Capgemini can also work with clients to understand the VOC of their business users to ensure that the ensure that engagement improvement and innovation programs are aligned to those requirements.

Any review that takes place should include an assessment of the criticality (priorities) of the requirements to focus on the most important requirements. The results of the requirements review will be documented.

Where changes to the requirements are identified, it is important to maintain the history and rationale for the changes. The Engagement Manager must understand the availability and capacity requirements with respect to the change and analyze its impact on performance and Service Level Agreement. The Engagement Manager should also identify any other objectives pertaining to the change like sustainability objectives, innovation objectives, etc. The Engagement Manager must ensure that a full evaluation of the impact of requirement changes is performed with all relevant stakeholders given the opportunity to review such changes.

It is at the Engagement Manager’s discursion to identify when additional budget is needed to evaluate the impact of changes in requirements. The Engagement Manager is required to follow local rules (follow sales bid process) when the impact on the total contracted revenue is above local boundaries.

Under no circumstances should work start for new or changed requirements until the appropriate Change Control processes have been concluded and approval/rejection of the change in scope been made by the Client. Requirements and change information should be made available to all stakeholders involved with the Service Engagement.