Transition
Support the introduction of new IT services or the migration of legacy IT services between the IT service provider and the organization, considering, for example, staffing the project team, identifying and informing affected employees, employee placement, preparing technical interfaces, migrating data, security protocols, defining access rights, and validating availability.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Transition at each level of maturity.
- 1Initial
- Practice
- Rely on the best endeavours of available personnel.
- 2Basic
- Practice
- Define and document the most important interfaces between the organization and the provider.
- Outcome
- Through basic collaboration between the organization and the provider, formal identification of transition needs is documented.
- Metrics
- % of staff satisfied with the provider.
- # of transition problems that are escalated due to a lack of collaboration between the provider and the organization.
- Practice
- Define the most important communication structures for a Sourcing transition project.
- Outcome
- Basic progress tracking of projects is possible.
- Metric
- % of provider transition projects finished on time.
- 3Intermediate
- Practice
- Prepare a transition project for all major areas (e.g. project team staffing, identifying and informing affected staff, preparing technical infrastructure interfaces, ensuring access rights availability).
- Outcome
- Most transition projects are expected to start on time with all relevant preparation being already completed.
- Metrics
- % of new provider projects starting on time.
- % of new provider projects that failed or were delayed.
- Practice
- Manage all transitions as projects with a basic set of project management tools (e.g., PMO, project plan, organizational chart, and timeline).
- Outcome
- Transition projects have the toolkit to succeed, albeit not tracked permanently.
- Metrics
- % of projects succeeding.
- % of provider transition projects finished on time.
- 4Advanced
- Practice
- Prepare a transition project based on a detailed requirements analysis.
- Outcome
- Transition projects can start on the basis of a tailored preparation.
- Metric
- % of new provider transition projects that deliver against their objectives.
- Practice
- Establish a full set of KPIs for transition projects and track them on an ongoing basis.
- Outcome
- Timely and reliable completion of a transition project is ensured.
- Metric
- % of provider transition projects that deliver against their objectives/KPIs.
- 5Optimized
- Practice
- Conduct preparation activities in advance of a provider partnership and optimize ongoing partnerships.
- Outcome
- Learnings for next preparation activities can be generated.
- Metrics
- % of repeat issues arising related to provider transition.
- % of actions completed arising from a review of the transition process.
- Practice
- Consistently review and optimize project management tools and key performance indicators (KPIs); and introduce new techniques for their use in the transition context.
- Outcome
- Each project uses the most appropriate management tools to deliver the expected project Sourcing transition outcomes.
- Metrics
- # of new KPIs introduced.
- # of reviews of current techniques.
- % completion of actions arising from a review of transition process support tools.