This is an old revision of the document!
Key Onboarding Stakeholders:
| TASKS | RESPONSIBILITY | SOURCE |
|---|---|---|
| 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 |
| 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 | 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 | AIMS Client Folder |
| Save SOW in Customer Folder | Onboarding Engineer | NA |
| 2. VALIDATION OF SERVICES AND SPEND | ||
| Check Sales Productivity Suite (SPS) for the Electronic Data Capture (EDC) for $0 Basic order. | ||
| Internal Meeting - SOW review with the Onboarding Engineer & TAM | Onboarding Engineer | NA |
| 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. | AM, TAM, and Onboarding Engineer | NA |
| 3. SERVICENOW PREREQUISITES | ||
| Onboarding Change Request & Change Tasks Created | Onboarding Engineer | NA |
| Company Record Created | Tiff Clark | KB0059105 |
| Customer Support Group Created | TAM | Same as above |
| Company Users Created | Onboarding Engineer | Same as above |
| Azure Subscription CI Created | Onboarding Engineer | Same as above |
| Support E-mail List Created | Onboarding Engineer | Same as above |
| 4. AVATAR AND BACKEND BUILD CTASK | ||
| Meet with customer to get the Private IP Address for the Vnet | TAM | NA |
| Send networking information via CTASK to Apps Team | TAM | Sample Email Template to Apps Team |
| Avatar, BMN, Collector Configuration | Apps Team | NA |
| BMN/Avatar/SILO QA | Apps Team | NA |
| Obtain SAS URL (VHD file) from Apps Team and embed into script | TAM | Sample SAS URL |
| Run script to deploy the RG (CDW Monitoring), VM, storage account, & Vnet | TAM | Coming soon - Link to script |
| Create App registrations for SILO | TAM | 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 | support_group_assignment_workbook_bv.xlsxazure_-_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 | Request catalog - Portal Demo Link |
| Patching Setup (Native Only) | Azure Cloud SME | Azure Patching - Part 1 Part 2 Standard Operation Procedure |
| Backup Setup (Native Only) | Azure Cloud SME | Azure Backups - Part 1 Part 2 |
| Go Live with Monitoring and Management | Onboarding Engineer | Go Live Email to Customer Go Live Email to Managed Svcs Team |
| 6. PRE-CLOSURE VALIDATION TASKS | ||
| Confirm and update company record | Onboarding Engineer | NA |
| Confirm that users are created | Onboarding Engineer | NA |
| 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 | Request Portal Demo Link |
| Confirm Customer exists in INSCAPE and that ALL subscriptions are present | Onboarding Engineer | NA |
| 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 | |
| 7. FINAL STEP | ||
| 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 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 |
| Create/Update Customer Page on Wiki | Onboarding Engineer | Customer Info Landing Page |
| 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 |
Delete this section once this document is complete
