At the beginning of any Service Engagement the Engagement Manager should create a Skills Matrix of all the functional and technical skills required for the successful delivery of the Services.. This Skills Matrix acts as a base for the development and retention of strategic and technical skills required for the Service Engagement. For Rightshore Service Engagement Skills Matrix should include onshore and offshore roles. EM should also analyze the level of uncertainty, volatility, complexity and ambiguity for the service environment and identify the skills & behaviors required for these scenarios, as a part of the Skill Matrix.

The Engagement Manager should produce Staffing Plan containing detailed definition of staff resources for the Service Engagement, including team and team member profiles.

The Staffing Plan should contain the following information:

• Desired experience and skills required.
• Number of resources.
• Timescales for when resources will be required.
• Anticipated workload for the resources.
• Service Engagement team organization chart.
• Performance review plan.

The below tasks are performed to provide clarity on the size and complexity of the Service Engagement : 

• Identify activities and tasks for fulfilling Service Engagement requirements.
• Develop Roles and Responsibilities Matrices.

The Engagement Manager must define the specific profile that will formulate the Service Engagement team. The profile of the Service Engagement team is dependent on: 

• Overall Service Engagement risk and complexity.
• Integration aspects, including interfaces with other streams and inter-team communication.
• Availability of appropriate skilled resources.
• Limitations on team size for effective collaboration.
• Business processes and organizational structure.

Once the team profile has been defined, the Service Engagement team member profiles can then be developed providing detailed information on the following areas: 

• Definition of the role and level of responsibility.
• Desired experience and skills required.
• Number and type of resource required.
• Schedule of when resources are required.

The Staffing Plan should be maintained throughout the life of the Service Engagement, as any historical data from the Service Engagement might be re-used in future Service Engagements. The Staffing Plan should also be kept consistent with the resource scheduling information stored in identified tool.