This is an old revision of the document!
Key Onboarding Stakeholders:
| 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 | |
| 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 | |
| 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 | |
| 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 | Customer_Information_Workbook Example PPT walking through the workbook details |
| Create Company Record | PM (TBD) | 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 |
| 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 | 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 | 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: Go Live Email to Customer 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 | 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 | 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 | |
| Create/Update Customer Page on Wiki | Onboarding Engineer | AIMS Welcome Email Template Needed. Azure Team templates for reference: 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 |
Legacy onboarding checklist for reference (delete this when onboarding documentation is finalized):
AI Model Managed Services
NVIDIA Managed Services
