What is the Concept of Managed Services?
Managed services for information technology is an operating solution where a company outsources certain IT functions to another party. These outsourced functions may be as basic as maintaining IT equipment or providing other full functional services as establishing a full operation information technology department through an outsourced team. Companies are getting invested in the managed services scheme to have an efficient way to stay up to date on technology, have access to new skills, and address issues related to cost, quality of service, and risk.
Transitioning is when a managed service provider takes over the responsibilities from another managed services provider to manage the accounts and IT services of the client. In essence, transitions are about making sure people in the organization are prepared to work in new ways and a new operating model with a new provider. If the transitioning was not planned and executed well it will create a transition confusion that mistakes and inefficiency in the organization.
Why Is Managing Transition Important?
Transition usually is the most challenging and sensitive part of any IT outsourcing engagement; clients look for a provider who can offer an easy and short transition plan.
A secured transition plan means a great workflow for the service vendor and the client, That’s why most larger organizations today turn to specialist transition or change managers during times of major upheaval whether the change is to structure, business model, markets, or products. Managing transition can be done with strategic actions, dedication, and commitment.
Preparing For The Transition Challenges
Lack of Information and Knowledge Sharing
When one managed services vendor is moving the responsibility for the new provider, it is crucial to share every detail about the accounts, if not shared or brushed over the new provider will fall into mistakes that can cost money, time, and effort.
The lack of knowledge may cause the new provider to be doubted by the client hence it loses its confidence in serving the task required. Simple and clear communication between the vendors is a must to move away from any complications that can cause further troubles.
Lack of Planning
Any vendor should go in the transition period with a clear before, during, and after plan. The plan is a critical step because the whole transition will be based on it, therefore, if the new service provider is not well-prepared to take over the operations and this may lead to disruptions in business and confusion between the team and management.
Lack of Management
Each team must have managers, managers are going to supervise and direct the team and take serious actions when a service faces an issue. the incoming provider must work with the old provider and the client to ensure there is no information or important services dropped through the transition. They also have to know and assign their team with roles that suit each one and focus on learning the skills needed to do the tasks, in that way the whole organization of three parties will be in sync.
The transition plan has to have a time frame, every little move must be on time to not cause any delays for other tasks, transition is more of a continuous line, each service and task depends on the one before. there are many reasons why the transition can be delayed, it can be because the system is not working properly or even the old provider is not cooperative with the new provider because simply they do not want to let go of the client as it generates business and money to the old provider. In this case, the pressure will be more on the new provider to get back on track but it is solvable.
Automation of Transitioning
Automation can help accelerate the transition process by providing self-help tools and technologies to users for faster resolution of issues like desktop support to reduce dependence on support staff. The Automation will help ensure minimal service disruption and the team can focus on larger tasks and reduce the risk of failure later on.