In many cases, a new service is introduced in phases, according to a schedule. The delivery of the project to the managing organization takes place after the rollout has started. Usually, the steering group and project leader will be involved and responsible, until the rollout is completed.

Within the management organizations, Service Management (the operational organization) joins before the rollout starts. For this, colleagues are assigned to the project team, and they are trained to lead the first phase of the rollout:

• the service desk, for support and questions from users
• monitoring, for reporting on performance
• incident and problem management, to find and solve any start-up problems of the new service as soon as possible.