Not all breaches that occur in a service delivery, need the Engagement Manager to be involved. It is important for the Engagement Manager to identify events along with their threshold values, which can have significant impact on the business operations of the Client and/or Capgemini, and can be classified as delivery boundary exceptions. Protocols for handling these delivery boundary exceptions must be established.

These could business continuity incidents either at Capgemini or at the Client’s end, or any delivery performance issues that have severe impact on service levels and Capgemini/Client’s business operations.

In case of a business continuity incident at Capgemini’s end, the Engagement Manager must act in accordance with Business Continuity Plan for the Service Engagement. In case of a business continuity incident at Client’s end, the Engagement manager must collaborate with the Client to help them restore business operations as per agreed protocols. In case of delivery performance issues where the thresholds have been breached, the Engagement Manager must get involved. For example, a major incident which is unresolved, way beyond the SLA for resolution time and crossed the threshold, and, will need Engagement Manager intervention. A mitigation plan must be defined and approved by all stakeholders to prevent these events from recurring.

As the business of Capgemini or the Client regains normalcy, a proper signoff must be received from the relevant stakeholders.

Further other breaches from the Service Operations will be taken care by this activity.