It is important to understand the overall objectives of the Service Engagement, both business and internal, to identify the critical success factors(CSF) for the engagement. The Engagement Manager will identify Service Measurements or the Key Performance Indicators (KPIs), based on these CSFs. These Service Measurements could be internal, based on Capgemini guidelines regarding OTACE, DVI, internal Audits, or Client related as defined in contractual documents, e.g. SLA goals. It identifies what needs to be measured for controlling the Service Engagement and will be useful in making strategic, tactical or operational decisions.

Service Measurements, e.g. key performance indicators, must have clearly defined targets, that can be used to determine if there are gaps between the expected outcome and the real outcome in the services provided.

Having a clear understanding of the Service Measurements that the Service Engagement needs to achieve will help to control the services throughout the life of the Service Engagement.

The Engagement Manager will confirm and refine the Service Measurements as defined in the contractual documents for the Service Engagement and selects the Service Measurements applicable to the Service Engagement from the global and local Capgemini Quality Management Systems.