Introduction

Changing service providers or implementing new services into operation can be a risk to any business if not sourced and managed appropriately. The changeover period is critical and if an unstructured approach is taken prior to this, there is no going back. The resultant impact on business productivity and market reputation can be irrecoverable.  

The Challenge

It is therefore imperative that the business recognises the risk and take decisive action to avert such a scenario. Whilst careful planning around the build, test and implementation phases is key, there is no substitute for experience to ensure a successful transition.  

Our Solution 

TechSolve have developed a Transition Services methodology which has been successfully used on a number of our engagements. There are a number of critical success factors that must be met and many of these require a joint and collaborative approach by TechSolve and the client to ensure a fully co-ordinated programme. 

The transition methodology undertaken will:

• Mitigate the risk of affecting service performance and client relations.
• Mitigate the risk of impacting the business activities.
• Mitigate the people risks i.e.: loss of information assets, skills loss and impact on employee relations.

TechSolve and the client will jointly develop a Transition Plan to ensure the successful transition of services responsibility. Our proven Transition Services methodology segments the activities into the following phases.

The activities within the transition phases will be delivered through workstreams. These workstreams will operate across more than one phase to ensure continuity of delivery. 

Due Diligence Phase

Due Diligence will be undertaken in the client estate to form a full understanding of the local environment including, to establish a baseline in order to finalise transition plans and scope. Such information gained to be reconciled against the requirements and analysed to populate the transition plans and a Statement of Work.

Transition Planning & Initiation phase

Key roles will be identified and integration with governance structures will be established. Consultation and Change Management activities will be initiated. Information from the Due Diligence analysis will be used to develop plans to manage the successful transfer of service. Project and workstream document sets will be produced.

Transfer Phase

Transition Plans will be executed to transfer the service in accordance with the agreed in-scope requirements. A critical success factor to this phase will be the effective transfer of services whilst mitigating the risk of de-stabilisation and ensuring service continuity.  Governance processes will ensure appropriate management and review checkpoints will assure the process.

Post-Transition Stabilisation Phase

To demonstrate this success a key activity is an assessment against a set of acceptance criteria established during the Transition Planning and Initiation Phase.  The Service is monitored for performance against the Acceptance Criteria and any remedial or improvement actions are initiated.  

Closure Phase

Once the acceptance criteria have been met and approved the Closure Phase can begin. Post-transition review and governance processes are undertaken to formally assess the delivery of the service transfer and to capture information to feed into future transitions.

Project closure activities to shut down the workstreams and finalise documentation sets will be completed and a final sign-off of the service transfer will be processed.