Switching IT service desk providers should not be stressful and disruptive. Your new IT service provider should have a streamlined on boarding process that ensures a smooth transition either from an internal service desk or from another IT outsource provider.
But don’t wait until contracts have been signed before finding out what a provider’s service take on process looks like! Make sure you review it as part of the tendering and selection process so you know you’ll receive a smooth and professional service launch.
Below are the service take on steps we use to seamlessly transition new clients from their incumbent service desk to our IT support team.
Service desk take on steps
Step 1: Discovery & planning
We’ll work with you, key stakeholders, users and 3rd party suppliers to get a detailed picture of your organisation’s IT environment. Covering everything from hardware, applications & servers, users, groups and access, licensing, risks and vulnerabilities, this ensures we have all the information required to deliver the service you need. Areas covered include:
- Discovery workshop: identify key requirements for implementation
- Privilege access: capture and document portal, application & component access
- Process workshop: incident, request, change approval board and with associated flows & SLA’s
Step 2: Comms & knowledge base set up
We set up your dedicated support DDI, email and customer portal. Knowledge base articles are collected (existing), reviewed and created where needed, and SOP.
Step 3: Self-service portal
We build your unique customer portal and distribute customer portal access to ITSM. We also publish the Service Operation Manual including the standard operating model.
Step 4: Open ticket transfer
At this point we transfer open tickets to ensure service continuity. Gaps in knowledge are also identified and added to SOPs.
We’ll benchmark current user satisfaction prior to launching the service so we can measure your new service against this initial metric.
Step 5: Service launch
Your service goes live!
Step 6: Hypercare transition
We deliver enhanced service management engagement and a dedicated delivery manager to ensure the service take on is stress-free. We’ll conduct your first Service Review and lessons learnt will be embedded in our SOP.
Here’s a visual snapshot of the process:
Click here to view a full size version >
Continued Service Improvement
It doesn’t end there. Our continual service improvement programme now starts. Monthly reviews ensure you have visibility on all aspects of the service and we will make recommendations, where possible, on how you can increase cost efficiencies and maximise your technology investment.
Please get in touch if you have any questions about switching IT service desk providers.
