At the beginning of the Service Engagement, the Engagement Manager must produce the Governance Procedures by tailoring Capgemini’s standard approach, as defined in Unified Service Management, using relevant tailoring guidelines to meet the needs of this specific Service Engagement and this specific Client. The procedures are produced to ensure that team and stakeholders implement a set of activities needed to efficiently manage the Service Engagement. The Governance Procedures need to include the organization and the processes to be used for actioning, monitoring and reporting, acceptance and while also supporting managed escalations when necessary. The tailored procedures should not conflict with contractual obligations, internal certifications and agreed management methods.

Establishing the Governance Procedures ensures that the Service Engagement team and other stakeholders understand the processes involved and the expectations behind Service Governance. The procedures provide a baseline that should be maintained throughout the entire life of the Service Engagement, but should be revised if the standard processes are changed.

For small and medium engagements, the procedures can be incorporated in the Service Governance Plan (SGP). For larger, more complex engagements they will probably need to be documented separately, and cross referenced from the SGP.

Depending on the size, type of engagement, the approach and any contractual requirements appropriate tools must be selected to assist in governing the engagement. Capgemini group or local recommended tools must be used whenever possible.

The tools that are selected to support Service Governance should:

• save time (e.g. by automating the collection of information from other streams).
• help tracking the Service Engagement performance.
• should improve communication through visualization of, amongst others, Service Measurements.