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--- wiki:ai:ai_client_onboarding [2026/08/05 19:29] – Formatting overhaul zhein
+++ wiki:ai:ai_client_onboarding [2026/08/20 19:25] (current) – zhein
@@ Line 1: / Line 1: @@
-====== AI Managed Services Client Onboarding Checklist======
+======AI Managed Services Client Onboarding Checklist======
 \\
 **Key Onboarding Stakeholders:**
@@ Line 6: / Line 6: @@
   * Account Manager (AM, might also be referred to as the 'seller')
   * Project Manager (PM)
-\\
-^ TASKS ^ RESPONSIBILITY ^ SOURCE ^
+[[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**
-^ Emails or Meeting Invites ^   ^   ^
+\\ \\
-| Internal meeting with Onboarding Engineer, Account Manager (AM), Project Manager (PM), and Shadowing Engineer | Onboarding Engineer | NA |
-| External meeting with Onboarding Engineer, Account Manager (AM), Project Manager (PM), and Shadowing Engineer, and Customers | Onboarding Engineer | NA |
+^ TASK ^ RESPONSIBILITY ^ DOCUMENTATION^
-^ BEFORE STARTING ^   ^   ^
+^ 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 | NA |
+| Save SOW in Customer Folder | Onboarding Engineer | |
-^ 2. VALIDATION OF SERVICES AND SPEND  ||^
+^ 2. VALIDATION OF SERVICES  ||^
-| Check Sales Productivity Suite (SPS) for the Electronic Data Capture (EDC) for $0 Basic order. |   |   |
+| Internal Meeting - SOW review with the Onboarding Engineer & AM | Onboarding Engineer | |
-| Internal Meeting - SOW review with the Onboarding Engineer & TAM | Onboarding Engineer | NA |
+| External discovery meeting with the customer to review environment. | Onboarding Engineer | |
-| External meeting with the customer to review service and spending: get an accurate count of subs, VMs, and storage accounts. | Onboarding Engineer and TAM | NA |
+| 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]] |
-| Schedule weekly 1 hour cadence calls with customer until onboarding is complete. | AM, TAM, and Onboarding Engineer | NA |
+^ 3. SERVICENOW (SNOW) PREREQUISITES (PROCESS NOT CONFIRMED) ||^
-^ 3. SERVICENOW PREREQUISITES ||^
+| Create Onboarding Change Request & Change Tasks **(MIGHT NOT BE PART OF OUR PROCESS)** | Onboarding Engineer | |
-| Onboarding Change Request & Change Tasks Created | Onboarding Engineer | NA |
+| 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]]|
-| Company Record Created | Tiff Clark | [[https://cdw.service-now.com/now/nav/ui/classic/params/target/kb_view.do%3Fsysparm_article%3DKB0059105|KB0059105]] |
+| 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. |
-| Customer Support Group Created | TAM | Same as above |
+| Create Customer Support Group | PM| Same as above |
-| Company Users Created | Onboarding Engineer | Same as above |
+| Create Company Users  | PM | Same as above |
-| Azure Subscription CI Created |  Onboarding Engineer | Same as above |
+| Create Support E-mail List | PM | Same as above |
-| Support E-mail List Created | Onboarding Engineer | Same as above |
+| Send SNOW Portal Access Welcome Email | Onboarding Engineer | [[AIMS SNOW Welcome Email]] |
-^ 4. AVATAR AND BACKEND BUILD CTASK ||^
+^ 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 | TAM | NA |
+| Meet with customer to get the Private IP Address for the Vnet | PM and Onboarding Engineer| |
-| Send networking information via CTASK to Apps Team | TAM | {{:wiki:azure:sample_email_to_apps_team.pdf|Sample Email Template to Apps Team}} |
+| 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 ^ NA ^
+| Avatar, BMN, Collector Configuration | Apps Team | |
-^ BMN/Avatar/SILO QA ^ Apps Team ^ NA ^
+| BMN/Avatar/SILO QA | Apps Team | |
-| Obtain SAS URL (VHD file) from Apps Team and embed into script | TAM | {{:wiki:azure:sample_sas_url.pdf|Sample SAS URL}} |
+| Confirm all CIs are auto-generated. Set CIs to production. | PM | |
-| Run script to deploy the RG (CDW Monitoring), VM, storage account, & Vnet | TAM | Coming soon - Link to script |
-| Create App registrations for SILO | TAM | [[https://cdw.service-now.com/now/nav/ui/classic/params/target/kb_view.do%3Fsys_kb_id%3D2320682f97768610570bbb0e6253af33|KB0046734]] |
-| Add service principal with reader role to each CSP subscription | TAM | Same as above |
-| Create the credential object in SILO | TAM | Same as above |
-| Create root Azure virtual device | TAM | Same as above |
-| Assign root dynamic application to root device | TAM | Same as above |
-| Fill out template and configure support groups | TAM & Onboarding Engineer | {{:wiki:azure:support_group_assignment_workbook_bv.xlsx}}{{:wiki:azure:azure_-_users_and_authorizations-c.xlsx}} |
-| Confirm all CIs are auto-generated. Build subscription CIs. Set CIs to production. | TAM | NA |
 ^ 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 (Native Only) | Azure Cloud SME | [[wiki:azure:patching-requirements|Azure Patching - Part 1]][[wiki:azure:patching_configuration_requirements_azure_update_manager|           Part 2]]    [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:azure:standard_operational_procedure|Standard Operation Procedure]] |
+| Patching Setup | Onboarding Engineer | **Process TBD.** Documentation will be needed. |
-| Backup Setup (Native Only) | Azure Cloud SME | [[wiki:azure:configure_azure_backups_placeholder|Azure Backups - Part 1]][[wiki:azure:backup_and_dr|          Part 2]] |
+| Backup Setup | Onboarding Engineer | **Process TBD.** Documentation will be needed. |
-| Go Live with Monitoring and Management | Onboarding Engineer | {{: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}} |
+| 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 | Onboarding Engineer | NA |
+| Confirm and update company record in ServiceNow| Onboarding Engineer | |
-| Confirm that users are created | Onboarding Engineer | NA |
+| Confirm that users are created in ServiceNow | Onboarding Engineer | |
-| Confirm the subscription CIs are created and set to production | Onboarding Engineer | NA |
 | 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]] |
-| Confirm Customer exists in INSCAPE and that ALL subscriptions are present | Onboarding Engineer | NA |
+| Create Change Requests (CR) for any services that are declined during customer onboarding | AM, PM, Onboarding Engineer | |
-| Notify Onboarding Engineer to create Change Request (CR) for any services that are declined during customer on boarding | Onboarding Engineer |  NA  |
 ^ 7. FINAL STEP ||^
-| Verify that SOW is saved in ServiceNow. | Tiff Clark |   |
+| Validate that all onboarding tasks have been completed. Also, clarify handling of billing handoff w/ AM. | Onboarding Engineer | |
-^ 7. FINAL STEP ||^
+| Clarify handling of billing handoff with the AM. **(TBD if this step is needed)** | Onboarding Engineer | |
-| Meeting with Onboarding Engineer to validate all onboarding tasks completed and contact billing. Also, clarify handling of billing handoff w/TAMs. | Onboarding Engineer | NA |
+| 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]] |
-| Welcome email to the customer CC Onboarding Engineer, AM | Onboarding Engineer | email Template Link [[https://mscloudwiki.siriuscloudservices.com/doku.php?id=wiki:azure:premium_onboarding_completion_email_template]] |
 ^ 8. DOCUMENTATION UPDATES ||^
-| File completed onboarding checklist to shared Teams client folder | Onboarding Engineer | NA |
+| File completed onboarding checklist to the SharePoint/Teams client folder | Onboarding Engineer | |
-| Create/Update Customer Page on Wiki | Onboarding Engineer | [[wiki:azure:customer-information|Customer Info Landing Page]] |
+\\ \\ \\
 ^ Date ^ Performer ^ Type(Initial/Change/Review) ^ Overview of change ^
@@ Line 70: / Line 62: @@
 | MM/DD/YYYY | xxxx xxxx | Review| 6 month document review |
-[[Premium_Customer_Onboarding_Main|Premium Customer Onboarding]]
+[[operational_processes|AI Team Operational Processes]]
@@ Line 88: / Line 68: @@
 \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\ \\
-\\
+**Legacy onboarding checklist for reference (delete this when onboarding documentation is finalized):**
-=====AI Model Managed Services=====
+\\ \\
+**AI Model Managed Services**
   * Add customer to ServiceNow if they're not already a customer
   * Create client folder in SharePoint/Teams
@@ Line 105: / Line 86: @@
 \\
-=====NVIDIA Managed Services=====
+**NVIDIA Managed Services**
   * Get access to customer systems
   * Create client folder in SharePoint/Teams
@@ Line 116: / Line 97: @@
   * 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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