During the “Transition Handover In”-phase, the Engagement Manager must establish communication with internal and external stakeholders in a timely manner. The details of the approach to be taken for the Service Engagement communication will be documented in the Communication Plan and will define the following:

• Communication methods employed for identified audiences.
• Approach for responding to inquiries and questions.
• Proactive communication.
• Events calendar for the defined Meeting Framework.

If required, the Engagement Manager and other members of the Service Engagement Team must support the relevant stakeholders in understanding the procedures to be followed. It is important that the Communication Plan follows the appropriate Communication Procedures that have been defined and agreed with the Client.

In any Service Engagement, the Service Desk plays an important role in the communication towards users in the client’s organization.

Even when the Service Desk is not provided by Capgemini, the Engagement Manager must ensure the Service Desk is informed on the procedures when:

• logging an interaction with users like incident, problem, change request, question, complaint or compliment.
• communicating about the status of logged interactions.
• communicating about the status when high priority incidents/disasters are affecting the delivery of services.

The approach to handling and monitoring all communication activities for the Service Engagement is also initiated. As such, the Engagement Manager ensures that a formal Communication Log is initiated to record all relevant internal and external communications.