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Kickoff/Initial Design

Full project team, multi-day onsite meeting with focus on Key Performance Indicators (KPI's), methodology, requirements and to be processes.

CUSTOMER
SERVICEMAX
CUSTOMER
What's Happening
Team refinement of roles and responsibilities; scope; governance; escalation points; high level plan review; ServiceMax terminology; Communications Strategy; refine RACI as required
SERVICEMAX
What's Happening
Kickoff deck is reviewed with the larger team; requirements; Statement of Work details reviewed with the larger team; key questions asked to gather additional details around user stories and requirements; Marketing, Customer Support, Customer Success (if premier) provide content for the kickoff and how to manage evergreen going forward; refine RACI as required; Introduction to Education Scope and Resources
CUSTOMER
Resources
Executive Sponsor(s); Project Manager; key decision makers; Subject Matter Experts
SERVICEMAX
Resources
Project Manager; Account Manager; Global Solutions; Solution Architect; Global Development Center Lead; Marketing; Training; Customer Support; Customer Success; Education Resource
CUSTOMER
Risks
Not paying kickoff the appropriate time and effort (do not combine with requirement gathering); not incorporating training and change management at this point; lack of Executive visibility; Resources, Expectations and Outcome mis-alignment; Education Services - potential impact to early adoption
SERVICEMAX
Risks
Not being prepared with defined roles and responsibilities; not engaging with the customer; starting with a 'blank' slate (not using ServiceMax best practice processes as a starting point)