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centrexIT
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CentrexIT — New Client Onboarding - vITM Role

KB00047336
Mike Hicks Work Instruction 1 min
PublishedMike Hicksv2.5
Published Nov 11, 2025Expires Jan 9, 2027

Purpose:

Section titled “Purpose:”

To give the vITMs a consistent onboarding plan to follow.

Scope:

Section titled “Scope:”

vITMs will follow this guide when onboarding a new client.

Responsibility:

Section titled “Responsibility:”

vITMs

Completion Criteria:

Section titled “Completion Criteria:”

A fully onboarded client with all listed steps complete.

Records:

Section titled “Records:”

Onboarding projects will be tracked in Project for the web and task details will be stored in the ITSM system (Halo), SharePoint, and the client’s teams space.

General vITM Role in Onboarding:

Section titled “General vITM Role in Onboarding:”

The primary role of the vITM during the onboarding is to gather information and come to a full understanding of the client, their business, their IT systems and their critical components, and the general business processes as they relate to IT.

The onboarding of a new client is handled as a project and is led by the project manager. The steps here are only meant as a guide. Steps of the onboarding may very from onboarding to onboarding and will be tracked in Project for the Web. (https://project.microsoft.com/centrexit.com/en-US)

The end goal or product of the onboarding is a happy and supported client. These steps below should be the focus of the vITM and will be modified as needed to meet that end.

Steps

Section titled “Steps”
  1. vITMs should work to understand the following and be able to answer these questions about the client once they are onboarded.

  • Business Understanding:

  • What are the business goals and how do they see technology supporting them?

  • What are the biggest challenges the client is currently facing?

  • What IT challenges are they facing?

  • What works well?

  • What is not working?

  • What would they like to see changed?

  • What IT systems create problems or bottlenecks?

  • IT Infrastructure:

  • What is the state of the IT Infrastructure?

  • What are the future IT infrastructure projects or plans that are in motion or have already been discussed?

  • Are there IT infrastructure projects that have not been discussed or are not currently on the roadmap that need to be?

  • Technology Needs:

  • What are the expectations from technology in terms of supporting their business processes?

  • Are there specific technology solutions the client is interested in exploring?

  • Documentation

  • What documentation would be beneficial from centrexIT to have and what should be shared with the full centrexIT team?

  • What systems are not documented or do we need to focus attention on in order to support this organization?

  • Is the documentation gathered during onboarding correct and accurate to the best of our knowledge?

  • Has the client reviewed the documentation (network diagram, critical CIs, users, onboarding/offboarding/provisioning instructions, etc) and confirmed that it is as accurate to their knowledge?

The following steps are part of the detailed project plan in project for the web. Please refer to this plan steps and any additional items assigned to the vITM.

  1. Application discovery - Define and answer the following questions:
    1. Define PBA Systems and Owners
    2. Identify Current Issues or fires with system owners or stakeholders
    3. Application IT Support Work Instructions
      1. Publish KBs that will help the centrexIT support the client and their IT systems
    4. Email Gateway
    5. Current Antivirus
    6. Current Remote Access
  2. Ongoing Maintenance and Client Security Strategy
    1. Discuss the following with the client and determine the best approach
      1. Backup Policy Plan and Identify Backup goals
      2. Maintenance windows for Patching Windows and servers
      3. Discuss and determine the proper Umbrella blocking categories to be deployed
    2. Provide information of backup plans and time windows to NOC once they have been agreed upon by the vITM, vCIO, and client POC(s)
    3. Provide Umbrella requirements to SOC
  3. vITM Documentation Creation
    1. Create new user onboarding spec form and KB
    2. Create user termination spec form and KB
    3. Create PC and or Mac workstation spec forms and KBs.
    4. Complete initial vCIOtoolbox assessment with vCIO
  4. Completion of the vCIOtoolbox QBR Assessments
    1. Complete the vCIOtoolbox Assessment for centrexIT Standards Review
    2. Complete the vCIOtoolbox Assessment for Cybersecurity Maturity Model
    3. With the vCIO Complete the vCIOtoolbox Assessment for Business Process Review

Process References:

Section titled “Process References:”
  1. Create a relationship back to related process. Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.