Moving to a new IT service desk provider is not something many CTOs want to do on a regular basis. However, if your current IT support is not delivering the service you require, the sooner you on board a new provider the sooner you’ll get the service you need.
Below are the steps we take to seamlessly transition new customers from their incumbent service desk to our IT support. Use these to benchmark prospective providers and ensure they have robust on boarding processes in place.
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The on boarding process for a successful service launch
Step 1: Select an on boarding team
Depending on our customers’ requirements we first select a team to manage the on boarding process. It will include your account manager who will be with you throughout the transition and beyond, as well as service management; technical specialists and engineers who will coordinate the switch over from one service desk to another.
We may also assign a dedicated project manager to oversee the on boarding process, especially for those organisations with a large IT estate, multiple locations and high volumes of tickets.
Step 2: IT audit
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 audit ensures we have all the information required to deliver the service you need.
Step 3: Analysis
Using the information from the audit we can now make a plan for transitioning to your new IT service desk. We are able to identify the ITSM tools needed, the best approach (for example a staged migration), what checks need to be in place and agree timescales for a successful service launch. At this point we will also look at ways to drive efficiencies and make recommendations to improve the service, so they can form part of the implementation plan.
Step 4: Implementation
We build your service desk adding users and assets, creating process documentation and providing training to your team. We set up service desk communication channels, establish VPN connectivity and test back up procedures. When everything is in place we communicate new support processes to all users ready to switch on the service.
Step 5: Assessment
This is the start of our continual review of the service delivered. We’ll review the implementation process, test the service against SLAs and measure performance. Regular contact with all parties will help us drive efficiencies and make further recommendations to optimise the service.
Step 6: Service launch
At this point the service is launched and we transition to on going account management processes. Regular meetings, reports and reviews are part of this process to ensure that the service is meeting expectations, and also to respond to changing needs within the organisation.
If you would like to find out more about our IT service desk, please get in touch. We’re here to help you find the most efficient way of managing your users’ IT support, while delivering a flexible and high quality service.