The base for the Design and Implementation phase consists of the assessment results and the goals agreed upon in the Business Case. Quint will use them for the design of 4 project streams and for the implementing activities.

The Implementation Program will be organized in four main streams:

• People
• The Design activities include all the actions necessary to bridge gaps in roles, responsibilities and qualifications.
• The Implementation activities will include the training and coaching on the job.
• Process
• The Design activities will include all necessary actions to bridge the relevant gaps in ISO20000 processes through the design of operative processes and procedures for each IT service.
• The implementation activities mainly involve carrying out process workshops and providing assistance in implementing improvements.
• Product
• The Design activities include the definition of requirements for the Service management Tool and “software selection” activities.
• The Implementation activities are based on project management with system integration.
• Partner
• The Design activities focus on the design of new or modified contracts, to make them compatible with the requirements of the Business.
• The implementation activities focus on the execution of activities planned in the design phase.