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Representative POMs are described for Service Transition at each level of maturity.

1Initial

• Practice

  Best endeavours of available personnel.

2Basic

• Practice

  Define and document the most important interfaces between the organization and the supplier.

  Outcome

  Through basic collaboration between the organization and the supplier, formal identification of transition needs is documented.

  Metric

  % of staff satisfied with the supplier# of transition problems that are escalated due to a lack of collaboration between the supplier 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 supplier 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.

  Metric

  % of new supplier projects starting on time% of new supplier 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.

  Metric

  % of projects succeeding% of supplier transition projects finished on time

4Advanced

• Practice

  Prepare a transition project based on a detailed requirements analysis including e.g. service Integration and legacy system displacement.

  Outcome

  Transition projects can start on the basis of a tailored preparation, avoiding e.g., being left with multiple systems and increased operating costs.

  Metric

  % of new supplier 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 supplier transition projects that deliver against their objectives/KPIs

5Optimized

• Practice

  Conduct preparation activities in advance of a supplier partnership and optimize ongoing partnerships.

  Outcome

  Learnings for next preparation activities can be generated.

  Metric

  % of repeat issues arising related to supplier 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.

  Metric

  # of new KPIs introduced# of reviews of current techniques % of completion of actions arising from a review of transition process support tools