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Project Setup

As we begin your onboarding journey, we will guide you through the process to ensure that your onboarding is a success, and that you receive the necessary ongoing support to seamlessly integrate Pia into your business.

Who's who 🦓

Pia Staff:

  • Pia Project Manager (for the duration of the project setup)
  • Pia Solutions Engineer (for the duration of the project setup)
  • Partner Success Manager (permanent, point of escalation)
  • Further escalation resources will be pulled in where required by our team

Your Staff:

  • Pia Sponsor: This is the individual who holds the authority to make purchasing decisions and signed the contract to Pia aiDesk!
  • Pia Admin: Typically a technician, this role is responsible for configuring the Pia Portal and making necessary changes
  • Pia Champion: A service desk engineer who employs Pia aiDesk as their primary tool to resolve tickets
  • Pia Manager: Often responsible for overseeing the service desk, this role usually entails the service desk manager

Project Milestones

Milestone: Project Setup (Day 1-5)

Throughout the initial communications of Project Setup, we complete the necessary tasks and gather the required information to begin onboarding.

Here are the tasks to be accomplished on each side during setup:

Pia Team:

  • Kick off the planned meeting
  • Pending payment of implementation invoice
  • Support 1st login for partner tenancy created by Pia
  • Set next meeting date for Core Implementation

Partner:

  • Provide Azure Tenant ID
  • Setup O365 login and authorise access to Pia
  • Identify technical and business stakeholders

Meetings Required: 1 (30 mins)


Milestone: Core Implementation (Day 6-20)

The main objective is to achieve configuration and integration between your new Pia Tenant and your business systems (including your PSA, RMM and Client Systems) which will ensure Pia is activated and ready for alignment with your processes.

The following tasks are required to be performed by both parties:

Pia Team:

  • Provide Knowledge@Pia Guidance
  • Provide Hands-on Training for Pia admin user

Partner:

Meetings Required: at least 1 (60 mins)


Milestone: Technical Validation (Days 21-28)

Technical validation confirms your client configuration and satisfies the Pia Solutions Engineer and your Pia Admin that the configuration is set prior to training for the launch of your Service Desk.

Pia Team:

  • Test the partner environment by running automation packages against test tickets for the partner’s PSA
  • Work with the Pia Admin to action any configuration changes where required to allow for technical validation to pass

Partner:

  • Provide test tickets
  • Action and correct any configuration items that require resolution
  • Plan for Change Management for Pia to be operational in your Service Desk

Meetings Required: As needed between the Pia Solutions Engineer and your System Admin.


Milestone: AI Ready (Days 29-34) ​

The next step is to get your Team ready to adopt Pia into their daily process.

Here are the steps involved:

Pia Team:

  • Train your Pia Champion on how to use Pia Automations
  • Train your Pia Admin on how to support Pia in your business

Partner:

  • Engage Pia Champion to attend training
  • Pia Admin to attend admin training
  • Pia Sponsor day 1 business readiness sign-off

Meetings Required:



Custom Automations... After Project Setup

The goal of the standard project setup is to embed the standard automations which Pia provides into your business so you can start seeing immediate value. You may be planning to create custom automations - we typically provide training for this after project setup. Ask your PSM for more information.