1. Involving users in the onboarding plan

Onboarding requires user collaboration

Involvement depends on:

• Service
• CSP
• Service relationship

Relationship impacts consumption

Promote collaboration through:

• User onboarding
• Organizational change management
• User involvement in requirement definition

Other collaboration with users:

• User testing
• User experience
• Satisfaction monitoring
• Service assessments and reviews
• Develop user communities

Service usage analytics

End-user data

Business relationship

CSP-consumer collaboration

2. Establishing communication channels

Communication channels:

• Social media
• Chat
• Call center
• Email

Communication policies

3. Preparing users for the new services

Special skills

Collect requirements

Apply to service

Control implementation

Check requirement relevance

External requirements

Apply before use

Requirements may need for:

• Due diligence: effective access controls
• Training:
  • Skills to use service ?
  • Safety training
• Age and identity controls: verify identity to access services
• Service catalog:
  • Access management
  • Service catalog
  • Support services
  • Catalog presentation

Actions included in onboarding

May need ongoing validation

Consumer agree measures with CSP

Go back to ITIL 4 Acquiring Managing Cloud Services Certification Course: Onboard to finish this chapter or to the main page ITIL 4 Acquiring Managing Cloud Services Certification Course.