Is it time to move on from current your IT provider? Whether the catalyst is poor service, lack of skills, outdated technology, cost concerns or a combination of issues, there are some important factors to consider when you’re transitioning from one managed services provider to another.
Resistance to change is common from both inside and outside the organisation, which means planning ahead is critical for a smooth handover. Below are our top tips for ensuring a safe and productive transition while being aware of the hidden risks.
What could go wrong?
More often than not, IT managed services play a mission-critical role in keeping a business functioning smoothly. Considering today’s environment where many organisations have multiple vendors and sourcing agreements—as well as contracts that may span several markets or functions—transitioning providers is a complex task. The right framework needs to be in place to mitigate common risks including:
● Business disruption that leaves staff unable to complete essential functions during the handover period.
● Lack of knowledge sharing resulting in service delivery gaps and/or lack of knowledge for end users.
● Contractual issues including a misalignment in expectations or lack of a Service Level Agreement (SLA).
● Timeframe pressures that prevent or stall proper planning, training and execution.
● Lack of people management where changes aren’t communicated effectively to stakeholders and users, leading to confusion and/or resistance to adoption.
● Poor governance that increases the potential for access issues and, in worst-case scenarios, security breaches.
Ensuring a smooth transition
In short, the key to a smooth transition is forward planning. Success requires thoughtful project management across people, processes, technology and tools.
While every transition requires a unique approach depending on the needs of the business, there are some important general factors to consider. Below is a quick checklist you can use to make sure your new provider is ticking all the boxes.
● Ensure you have an exit agreement in place: This should be covered in the contract and agreed on by both parties before starting the transition.
● Identify and nominate stakeholders: Ensure everyone understands who is responsible for what.
● Define the timeline: This should include deliverables, objectives and relevant stakeholders at each stage.
● Have a communication plan in place: Communication must be clear and consistent across both internal and external stakeholders.
● Review the Service Level Agreements: Service level objectives and goals should be clearly defined in the contract for each phase of the engagement.
● Define your security procedures and protocols: This includes securing your information, encrypting passwords and generally protecting your sensitive data and business interests.
● Review your access: Ensure you have access to all passwords and backup recovery files.
● Establish best practices and standardise processes: Ensure critical knowledge is captured and shared with all stakeholders and end users.
The Area9 approach
Area9 has a structured approach to onboarding new clients, aimed at ensuring end-to-end business continuity. We work with your internal team, as well as your current IT provider if applicable, to develop and execute a defined project plan based on your business requirements.
During the transition, our project management and service delivery teams work closely together to ensure all your requirements are being met and that you are satisfied with the status of your migration.
Post-transition, your service delivery manager will meet with you regularly to ensure we’re continuing to meet your IT needs, as well as to provide recommendations to ensure the continued stability of your IT operations.
If your IT contract is due for renewal or you’re considering switching providers, get in touch with Area9 to explore your options.