Service Onboarding
When we onboard you to SoftwareOne Multivendor Services we will run an onboarding project to complete the key tasks required for a Customer to begin to consume the service.
There will be 2 onboarding calls established to which the contacts you provided in the contract will be invited. Other persons in your organization may also attend.
Onboarding Call #1
This will be held at the start of onboarding and the Onboarding Manager will be introduced along with the Service Delivery Manager.
This call will outline the onboarding process and the specific technical pre-requisites needed in order for SoftwareOne to onboard the Customer.
This includes:
The customer’s tenant qualified domain name. This will need to be obtained by an administrator in your organization and can be obtained from the Microsoft Entra administration portal.
The Global Delegated Admin Privileges needed in the customer’s tenants for provision of support
The capture of authorised contact information in order to set the customer up on SoftwareOne’s ITSM Portal (Service Now).
Onboarding Call #2
This call will be held towards the end of the onboarding process again with the Onboarding Manager and Service Delivery Manager, and Customer Success Manager hosting the call.
In this call SoftwareOne will walk through what has happened, and challenges faced and review the onboarding process.
This call will then also discuss how to interact with SoftwareOne support teams to aid you in incident management and service request fulfilment, demonstrating the use of the tooling and what to expect.
The Service Delivery Manager will also again walk through reporting and the meeting schedules that will be established and confirm the escalation flows and processes.
During this meeting the Service Delivery Manager will introduce the Customer Handbook.
Remote Administration Access
During Onboarding, if remote administration access was not previously discussed, the Onboarding Manager will engage to agree SoftwareOne’s access to your environment, for the purposes of incident management and service request management. Remote Administration Access is explained here.
Authorised Administrators
The Onboarding Manager will enable the Customer’s Authorized Administrators in the SoftwareONE ITSM tool. This allows those administrators to log incidents and service requests with SoftwareONE. The Customer should provide a definitive list of contacts to be added. All incident and service requests must be logged by an authorised administrator.