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BUSINESS GUIDE
Beatriz Elena Hernández V.
Created on July 29, 2022
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Transcript
SDM Role
Project Set Up
Weekly Check
SDM Guided Tour
Monthly Check
Project Closure
Practical guide for Managed Services
Start
Project Set Up
Set S2S
Project Set Up
Monthy Check
Run Internal Onboarding Meeting
Project Closure
Setup Project in ServiceNow
Setup Workspace in Teams
Setup Customer Portal
Setup Deployment in the Partner Portal
Validate Resource Availability
Project Set Up
Request Resources to Resource Management team
Project Set Up
Monthy Check
Create/edit pre-allocated resource plans
Project Closure
Customer Welcome letter
Prepare and run pre-kickoff
Prepare and Run kick-off meeting
Determine work organization (kanban/scrum)
Set Agile Board
Project Set Up
Request and confirm access to customer instance
Project Set Up
Monthy Check
Validate any special invoicing need
Project Closure
Setup Project Controls
Setup customer reporting
Schedule internal touchpoints
Schedule recurring customer touch points
Backlog Preparation
Project Set Up
Define plan for RunBook creation
Project Set Up
Monthy Check
Build Kami Book
Project Closure
Create/Join Em Dashboard
Monthly Check
Monthly/weekly reports sent to client on a regular scheduled
Project Set Up
Monthy Check
Review Backlog projected for the month
Project Closure
Internal Status report (weekly)
Resource Plans updated months ahead for vacations/holidays.
Verify Invoice for previous month were paid.
Weekly / bi-weekly internal meetings were held
Client meetings were held on a regular scheduled
Monthly Check
Change order follow up
Project Set Up
Monthy Check
Review Kami Book and Runbook for any required updated
Project Closure
Review Total contract value remaining and any potential closure or extension
Resource Plans updated months ahead for vacations/holidays.
Open Risks has been updated regularly
Open issues has been updated regularly
Project Closure
Project acceptance sign-off
Project Set Up
Monthy Check
Prep deck for Project debrief and lessons learned (Internal)
Project Closure
Prep deck for Project debrief and lessons learned (client facing)
Harvest any solution or success case
Validate anything pending with billing
Resource Plan completed and any other record (stories, tasks, etc.)
Partner Portal - mark deployment complete
Project Closure
Add "Estimated CSAT Score"
Project Set Up
Monthy Check
Send CSAT
Project Closure
Follow-up on CSAT upon closure
Update "Product" that were worked during the project
If there are still invoices here that are in statuses other than "Received", so it will need to keep the project state in "Complete Invoicing".
All related list are closed complete and invoices "Received" then change project status to "Closed Completed"
A EM day in life
Executive summary
Activity
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Actual state
What makes us unique
Team
Contact
+info
A EM day in life
Executive summary
Activity
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Actual state
What makes us unique
Team
Contact
+info
Customer Centric Habits
History
Customer Centric Habits
Activity
Actual state
What makes us unique
Team
Contact
Executive summary
Context
Executive summary
Activity
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20XX
20XX
20XX
Actual state
What makes us unique
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Team
Contact
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Activity
Services
Executive summary
Activity
Title here
Title here
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Actual state
What makes us unique
Team
Title here
Title here
Contact
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Vivamus pellentesque faucibus felis, vel malesuada urna.
Actual state
Business-traction
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Executive summary
Activity
Actual state
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What makes us unique
Team
Contact
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Actual state
Milestones
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Executive summary
Activity
Actual state
What makes us unique
Team
Contact
Actual state
Featured Clients
Executive summary
Activity
Actual state
What makes us unique
Team
Contact
What makes us unique
Executive summary
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Our vision
Activity
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Actual state
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What makes us unique
Team
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+info
Contact
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Executive summary
Activity
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Actual state
What makes us unique
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Team
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Contact
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Team
About us
Executive summary
Activity
Actual state
Name Surname
Name Surname
Name Surname
Name Surname
Name Surname
Subtitle here
Subtitle here
Subtitle here
Subtitle here
Subtitle here
What makes us unique
Team
Contact
Name Surname
Name Surname
Name Surname
Name Surname
Name Surname
Subtitle here
Subtitle here
Subtitle here
Subtitle here
Subtitle here
Company Name
Executive summary
Activity
Actual state
What makes us unique
Team
Contact