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--- wiki:ai:ai_client_onboarding [2026/04/28 19:51] – zhein
+++ wiki:ai:ai_client_onboarding [2026/08/20 19:25] (current) – zhein
@@ Line 1: / Line 1: @@
-====== AI Managed Services Client Onboarding ======
+======AI Managed Services Client Onboarding Checklist======
 \\
-=====AI Model Managed Services=====
+**Key Onboarding Stakeholders:**
+  * Onboarding Engineer - AIMS engineer who will facilitate the onboarding process
+  * Shadowing Engineer - all onboardings should have a second AIMS engineer to shadow and/or assist with the process
+  * Account Manager (AM, might also be referred to as the 'seller')
+  * Project Manager (PM)
+[[https://cdw.sharepoint.com/:x:/r/sites/AIManagedServices/Shared%20Documents/MS%20AI%20Team%20Channel/Client%20Onboarding/Client_Onboarding_Checklist.xlsx?d=wc110feff0c0c4ff293bd83a49f88938a&csf=1&web=1&e=IzTmxt|Downloadable Onboarding Checklist]] **UPDATE AS ONBOARDING PROCESS IS FINALIZED**
+\\ \\
+^ TASK ^ RESPONSIBILITY ^ DOCUMENTATION^
+^ EMAILS / MEETING INVITES ||^
+| Internal meeting with Onboarding Engineer, Account Manager (AM), Project Manager (PM), and Shadowing Engineer | Onboarding Engineer | |
+| External meeting with Onboarding Engineer, Account Manager (AM), Project Manager (PM), and Shadowing Engineer, and Customers | Onboarding Engineer | [[https://cdw.sharepoint.com/:p:/r/sites/AIManagedServices/Shared%20Documents/MS%20AI%20Team%20Channel/Client%20Onboarding/Managed%20Services%20CKOM%20-%20Title%20Template%20Copy.pptx?d=w664f3949757a4267918013093c44e4e2&csf=1&web=1&e=qky9Lj|Client Kickoff Presentation]] \\ [[BMN Info]] \\ Key BMN Links: \\ [[https://cdw.sharepoint.com/:b:/r/sites/AIManagedServices/Shared%20Documents/MS%20AI%20Team%20Channel/Client%20Onboarding/BMN%20Resources/V3BMNFAQSheet.pdf?d=wa9b7bf8c319e4dc091b89f36f7b88666&csf=1&web=1&e=PNEMiK|Customer Facing BMN FAQ]] \\ [[https://www.brainshark.com/1/player/cdw?pi=zGiz50jWlzH5rWz0&amp;r3f1=caf08eddd1dc8496c688ec9bddc8cccd979d9ef997da8fccdad7c794fe9cc0c2ca90d78c8fb7&amp;fb=0|BMN Information Sharing Instructions]] \\ [[Capture Team Requests]] - Instructions for how to engage with the Capture Team to get customer questionnaires filled out, such as security questionnaires for SL1|
+^ BEFORE STARTING ||^
+| Clone Jira stories for new customer onboarding. Template stories can be found in the AI Template Board backlog under the **TBD** parent story. \\ \\ Be sure to update the cloned story with the customer's details. \\ \\ Bring 1-2 stories into a sprint at a time, leaving the remaining in the backlog until you're ready to work on them. \\ \\ NOTE: For template Jira stories that are not already scored, the onboarding engineer should enter the details of the task to be done for that customer's onboarding. These stories will then be scored during sprint planning. | Onboarding Engineer | [[https://siriuscloudservices.atlassian.net/jira/software/c/projects/AITB/boards/2540/backlog|AI Template Board Backlog]]|
+^ 1. STATEMENT OF WORK (SOW) ||^
+| Obtain a Statement of Work | Account Manager | Obtain SOW from Lead Principal or reach out to AM directly. |
+| Create a new folder for the customer in SharePoint/Teams | Onboarding Engineer | [[https://cdw.sharepoint.com/:f:/r/sites/AIManagedServices/Shared Documents/MS AI Team Channel/Clients?d=wadc12f6ef81243f4895a97aa27dc358a&csf=1&web=1&e=htBOiC|AIMS Client Folder]]|
+| Save SOW in Customer Folder | Onboarding Engineer | |
+^ 2. VALIDATION OF SERVICES  ||^
+| Internal Meeting - SOW review with the Onboarding Engineer & AM | Onboarding Engineer | |
+| External discovery meeting with the customer to review environment. | Onboarding Engineer | |
+| Schedule weekly 1 hour cadence calls with customer until onboarding is complete. | PM and Onboarding Engineer | [[https://cdw.sharepoint.com/:p:/r/sites/AIManagedServices/Shared%20Documents/MS%20AI%20Team%20Channel/Client%20Onboarding/Cadence%20Call%20Template.pptx?d=wa2c01dcb1abd43cd948d0876f53228b5&csf=1&web=1&e=H0Tnbe|Cadence Call Template]] |
+^ 3. SERVICENOW (SNOW) PREREQUISITES (PROCESS NOT CONFIRMED) ||^
+| Create Onboarding Change Request & Change Tasks **(MIGHT NOT BE PART OF OUR PROCESS)** | Onboarding Engineer | |
+| Have the customer fill out the workbook for ServiceNow info. \\ \\ Only the first tab and first three yellow tabs (Project Info, Users and Auth, Notification, Maintenance Windows) are needed. The rest should be hidden and the first tab should be filled out by the onboarding engineer before sending the workbook to the customer.  | PM and Onboarding Engineer | [[https://cdw.sharepoint.com/:x:/r/sites/AIManagedServices/Shared Documents/MS AI Team Channel/Client Onboarding/Customer_Information_Workbook_CUSTNAMEHERE.xlsm?d=wcb29ce890df84e01ba05420918ee49d1&csf=1&web=1&e=76oCs1|Customer_Information_Workbook]] \\ \\ [[https://cdw.sharepoint.com/:p:/r/sites/AIManagedServices/Shared%20Documents/MS%20AI%20Team%20Channel/Client%20Onboarding/CSDI%20-%20CDW%20Managed%20Services-Support%20Planning_2025-02-24.pptx?d=w38fdf6d6afd04ec5b3e29b1fa8eee0cd&csf=1&web=1&e=OaDOLy|Example PPT walking through the workbook details]]|
+| Create Company Record | PM **(TBD)** | [[https://cdw.service-now.com/now/nav/ui/classic/params/target/kb_view.do%3Fsysparm_article%3DKB0059105| Azure KB0059105 as an example/placeholder]]. AIMS team might not need documentation for this if handled by the PM. |
+| Create Customer Support Group | PM| Same as above |
+| Create Company Users  | PM | Same as above |
+| Create Support E-mail List | PM | Same as above |
+| Send SNOW Portal Access Welcome Email | Onboarding Engineer | [[AIMS SNOW Welcome Email]] |
+^ 4. AVATAR AND BACKEND BUILD CTASK (TBD if many of these will be handled by PM or AM) ||^
+| Meet with customer to get the Private IP Address for the Vnet | PM and Onboarding Engineer| |
+| Send networking information via CTASK to Apps Team | PM | {{:wiki:azure:sample_email_to_apps_team.pdf|Sample Email Template to Apps Team}} |
+| Avatar, BMN, Collector Configuration | Apps Team | |
+| BMN/Avatar/SILO QA | Apps Team | |
+| Confirm all CIs are auto-generated. Set CIs to production. | PM | |
+^ 5. OTHER SERVICENOW CTASKS ||^
+| ServiceNow Portal Demo | Customer Success Team | [[https://cdw.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D75e8e3641b9a9dd0925d7591dd4bcba2%26sysparm_link_parent%3Ddb2dbc506fdb5640174324dfae3ee4f0%26sysparm_catalog%3D3ac37f6c6f0b5240174324dfae3ee420%26sysparm_catalog_view%3Dcatalog_default%26sysparm_view%3Dcatalog_default|Request catalog - Portal Demo Link]] |
+| Patching Setup | Onboarding Engineer | **Process TBD.** Documentation will be needed. |
+| Backup Setup | Onboarding Engineer | **Process TBD.** Documentation will be needed. |
+| Go Live with Monitoring and Management | Onboarding Engineer | **AIMS Go-Live Email Template Needed.** Azure Team templates for reference: \\ {{:wiki:azure:go_live_email_to_customer.pdf|Go Live Email to Customer}} \\ {{:wiki:azure:go_live_email_to_managed_svcs.pdf|Go Live Email to Managed Svcs Team}} |
+^ 6. PRE-CLOSURE VALIDATION TASKS ||^
+| Confirm and update company record in ServiceNow| Onboarding Engineer | |
+| Confirm that users are created in ServiceNow | Onboarding Engineer | |
+| Verify SNOW portal access or schedule demo for customer if needed | Onboarding Engineer | [[https://cdw.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D75e8e3641b9a9dd0925d7591dd4bcba2%26sysparm_link_parent%3Ddb2dbc506fdb5640174324dfae3ee4f0%26sysparm_catalog%3D3ac37f6c6f0b5240174324dfae3ee420%26sysparm_catalog_view%3Dcatalog_default%26sysparm_view%3Dcatalog_default|Request Portal Demo Link]] |
+| Create Change Requests (CR) for any services that are declined during customer onboarding | AM, PM, Onboarding Engineer | |
+^ 7. FINAL STEP ||^
+| Validate that all onboarding tasks have been completed. Also, clarify handling of billing handoff w/ AM. | Onboarding Engineer | |
+| Clarify handling of billing handoff with the AM. **(TBD if this step is needed)** | Onboarding Engineer | |
+| Welcome email to the customer (cc the AM and PM) | Onboarding Engineer | **AIMS Welcome Email Template Needed.** Azure Team templates for reference: \\ [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:azure:premium_onboarding_completion_email_template]] |
+^ 8. DOCUMENTATION UPDATES ||^
+| File completed onboarding checklist to the SharePoint/Teams client folder | Onboarding Engineer | |
+\\ \\ \\
+^ Date ^ Performer ^ Type(Initial/Change/Review) ^ Overview of change ^
+| 8/5/2026 | Zach Hein | Initial | Initial Document Creation |
+| MM/DD/YYYY | xxxx xxxx | Change | Change |
+| MM/DD/YYYY | xxxx xxxx | Review| 6 month document review |
+[[operational_processes|AI Team Operational Processes]]
+\\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\
+**Legacy onboarding checklist for reference (delete this when onboarding documentation is finalized):**
+\\ \\
+**AI Model Managed Services**
   * Add customer to ServiceNow if they're not already a customer
   * Create client folder in SharePoint/Teams
@@ Line 17: / Line 86: @@
 \\
-=====NVIDIA Managed Services=====
+**NVIDIA Managed Services**
-  * Configure Patching
   * Get access to customer systems
+  * Create client folder in SharePoint/Teams
+    * Add SOW, design docs, and any other relevant files to customer folder
+  * Configure patching
+  * Configure monitoring tool
   * Ensure backups are present and up to date
     * Help configure backups if they are absent or insufficient
-  * * KT with the AI Team
+  * Send welcome email (if not covered by another team)
-  * We will likely copy other steps from the AI Model Managed Services section once we have a better idea of our NVIDIA workflow
+  * Create/update customer page on the Wiki
-\\
+  * KT with the AI Team
-=====Reference LinksLinks for Other Onboarding Processes:=====
-**Delete this section once this document is complete**
-  * Azure Change Monitoring Tool in case we want to monitor Azure AI infrastructure changes: [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:azure:changemonitoring_onboarding_customer|Change Monitoring Customer Onboarding]]
-  * Example of SNOW onboarding document: [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:azure:creating_change_request_in_servicenow_for_premium_onboarding|Creating CR in SNOW]]
-  * Example slide decks for onboarding: [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:azure:onboarding|Azure Onboarding Slide Decks]]
-  * Full Azure Team Premium Customer onboarding: [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:azure:premium_customer_onboarding_checklist|Premium Onboarding Checklist]]
-  * Full AWS Team Client Onboarding Documentation: [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:aws:onboarding_new_customers&rev=1726593732|Client Onboarding Documentation]]
-  * AMS Accelerate Onboarding Documentation: [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:aws:onboarding_ams_accelerate_customers&rev=1730208188|AMS Onboarding]]
-  * IMS Documentation: [[https://ukcdw.sharepoint.com/sites/IMS/SitePages/INTEGRATED-MANAGEMENT-SYSTEM-%28IMS%29-2.0.aspx?web=1|IMS 2.0]]
-    * [[https://ukcdw.sharepoint.com/:w:/r/sites/IMS/IMS%20Document%20Library/1.%20IMS%20Overview%20%26%20Objectives/OVW-Integrated%20Management%20System%20Overview%20v28.05.docx?d=w6387c0516b3f4fb89150b821f4c513d3&csf=1&web=1&e=0P3nf2|IMS Overview]]
-\\ \\ \\
-[[operational_processes|AI Team Operational Processes]]

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