The Engagement Manager is responsible for maintaining the Staffing Plan to reflect any changes that affect team resources on the Service Engagement, and in line with the information stored in tools used.

The Staffing Plan should be reviewed and updated as necessary when the following events occur:

• Role profiles have been defined or revised.
• Selected resources join Service Engagement team.
• Service Engagement team members are released.
• Changes occur in team structure.
• Changes occur in scope of work.

Periodically, the Service Engagement Management should measure the actual performance of the team against the staffing plan and Skills Matrix, and where issues are identified, corrective actions must be put in place to address them. Additionally the Engagement Manager should consider upskilling resources to take up the next level of responsibilities to optimize the team pyramid ratios.

The Engagement Manager should update the Skills Matrix on a regular basis to reflect the current status, at minimum onboarding a Service Engagement team member or releasing a team member or any changes to the base skills requirement. Using the Skills Matrix the Engagement Manager should be able to identify any short comings and plan trainings or acquire additional resources to gain the required knowledge to the Service Engagement team.

In a long running and large Service Engagement it is essential to develop and retain the knowledge about the Service Engagement (processes, technologies and tools). Also actions should be taken to suitably distributing knowledge among the Service Engagement team members.