IT Service Transition

Seamless transition to new managed service provider through comprehensive onboarding, knowledge transfer, documentation and training to ensure operational effectiveness and continuity.

Coordinated the onboarding and training of approximately 30 resources to provide level 2 and 3 support.

Facilitated knowledge transfer sessions and documentation of existing procedures, including authoring 11 runbooks for each discipline area.

Successfully coordinated the transition of infrastructure support services between two 3rd party providers.

THE OBJECTIVE

Four-month initiative to migrate from an underperforming, third-party IT operations service provider with a high number of outages and inadequate turnaround on incident resolution to a new third-party support provider. Ensure the new service provider had the necessary access, documentation, and training to successfully take on core IT Infrastructure support for Windows and Unix servers, Oracle and SQL databases, backup and restore, storage, messaging, network and communication, SharePoint, GxP compliance, ServiceNow, and Information Security.

THE CHALLENGE

With the contract termination for the third-party IT operations service provider, existing support resources were also being terminated. There were delays with the new provider’s recruitment and challenges with resource retention and required expertise. There was also a lengthy client process to create user accounts and grant access. Little to no existing documentation on the client’s environment or existing process was available for the new service provider to reference.

THE RESULTS - IT Service Transition

CTM Technology Group successfully coordinated the transition of IT operations support from one service provider to another. We worked extensively with the third-party service providers and the customer to recruit, onboard and train approximately thirty resources to provide level two and three support for a legacy environment with over 1200 servers and devices supporting approximately 350 applications and 1250 monthly incidents, change requests and tasks. We facilitated knowledge transfer sessions and documented existing procedures, including authoring eleven runbooks for each discipline area.

CTM Technology Group worked across IT organizations and vendors to gain alignment and to successfully execute a complex cross-functional IT Service Transition. In a service provider transition, it can be challenging to get the outgoing vendor to comply with requests from the new provider. CTM, as a neutral party working on behalf of the client, can bring all parties together to progress the transition.