Transitioning IT services, know-how and people in an outsourcing engagement can be complex. Effective IT transition management ensures clients’ environment is integrated in a seamless manner with a focus on maximizing business availability. IIS’ proven transition methodologies, practices and processes focus on results and identify sustainable opportunities for streamlining and strengthening clients’ operations. Our approach is supported by a rigorous project management framework and effective communication and governance.

Minimizing and Mitigating Risk

IIS’ transition approach involves maintaining the integrity, quality and stability of the transitioning environment while taking over control of day-to-day operations from a client. To ensure this, IIS performs detailed transition planning and preparation well before the effective date of the contract ensuring operational readiness and a quick start of transition activities on day one. During this phase, a transition plan is developed outlining critical milestones and expected outcomes with an emphasis on the following:

  • Assigning experienced resources
  • Establishing a timeline consistent with the work plan and focused on ensuring client’s business operations continuity without interruption
  • Implementing proven methodologies and processes that leverage our extensive experience
  • Establishing a joint governance structure and implementing IIS’ client satisfaction framework
  • Soliciting the client’s ongoing commitment to supporting positive change to benefit not only technology, but also processes and organizational behavior
  • Implementing a communications plan to maintain focus on service delivery an personnel communication

Ensuring Knowledge Retention

Built within IIS’ IT transition management approach is a strong HR component that delivers the necessary planning, communications and change management to make IT outsourcing a win-win experience for clients and their staff. The plan is designed to quickly handle key questions and concerns, to enable new IIS members to understand, adjust to and reflect on the positive aspects of the outsourcing partnership, and most importantly, to retain their focus on service delivery.

IIS’ HR transition process is always tailored to the specific requirements of our clients and is typically comprised of the following:

  • Comprehensive project plan with clearly defined timelines and measureable milestones
  • Thorough evaluation of the client’s salary and benefits programs – relative to IIS’ programs – and joint decision-making concerning the harmonization
  • Joint development of a communications plan to effectively communicate at each stage of the transition process

Providing Operational Stability

Knowledge transfer is fundamental to the quality and efficiency of services delivered under an IT outsourcing contract. IIS’ process ensures that knowledge is fully and reliably transferred from the client to IIS. Operational knowledge for each IT service is transferred through the following:

  • Review of existing documentation
  • Interviews and shadowing
  • Creation of supporting documents
  • Hands-on maintenance

We assign a core team to shadow the client’s resources to transfer and secure knowledge to support and maintain each service to be delivered by IIS. Full responsibility for managing IT service is assumed on day one to ensure successful knowledge transfer and protection.

Delivering Sustainable Value

IIS applies a rigorous project management approach and proven transition processes that are customized for client’s environment to ensure a timely, on-budget transition. We focus on the following:

  • Establishing a strong governance and organizational structure that generates a high degree of transparency and effective communication
  • Identifying and assigning key roles in advance of the contract signing date to establish collaborative relationships aligned with transition objectives
  • Ongoing communication to keep client’s informed on the progress of the transition throughout the process
  • Developing an operational framework that specifies what services will be delivered, how they will be delivered and how they will be maintained over time
  • Establishing basic operational processes in advance of the contract’s effective date to facilitate a smooth handover of responsibilities like incident management, problem management and escalations, and ensure day one success
  • Implementing joint prioritization and diligent change control procedures to ensure the transition adheres to client’s defined requirements