It transition management an operational perspective

Transition Management Process, Trends and Challenges – an Operational perspective

Pankaj Sharma, PMP

Certified Outsourcing Professional

Contents

Definitions

Service Transition and Transition Deployment

Trends

Challenges

Challenges

Transition Management and Service Management

Success Factors

Best Practices

Key Terms

�Transition�Implementation�Transformation

Module 9

�Transformation

Definition of Key Terms

Transition is the

Transition Management

…is the management of change to deliver everything that the provider promised to deliver during the bid process and formalised in the contract.

The Transition Process focuses on two groups of activities

Transition is the transfer of people, assets, contracts and services into

the provider and the establishment of business controls.

Transformation is the management of all projects necessary to move the client’s services from Present Mode of Operation to the agreed Future Mode of Operation to deliver the agreed business benefits of the contract to both the client business and the provider.

Implementation - a sub-set of Transition or Transformation

1. Validate “As-Is”

state

1.Solution (Business,

Technical and

Functional)

Plan Assess Design

2. Business Case

1. Identify Service

Benefit Realization

Analysis

Close

Service Transition Process

Execute Transition

2.Assess Resource

Requirements

Deploy

2. Solution Signoff

3. Project Analysis

5. Gaps between “As-

Is” and “To Be”

5

Generally involves involves Client Sign-Offs

3. Identify expected

Business benefits

4. Identify “To Be”

state

1. Validate Solution

3. Kick off

2.Governance and

Knowledge Transfer

3. Infrastructure Set-

4. Run Pilot

5. . Readiness

Review

Initiate Plan Execute

2. Project Set up

1. Identify Team

6. Go Live

1 .Account Handoff

Close

Transition Deployment Process

1. On-boarding of

Staff

2.Work Breakdown

Structure

3. High Lead time

Activities (recruitment, 3. Kick off

4. Transition

Acceptance

Specification

3. Infrastructure Set-

up6. Go Live

6

Tollgate

Review 1

Tollgate

Review 2

Tollgate

Review 3

Tollgate

Review 4

CO

NT

RO

L

3. Exception

Management

2. Change

Management1.Risk Management

5. Monitoring and

Reporting

Activities (recruitment,

trainings, etc)

4. Cost Management

Generally involves involves Client Sign-Offs

Transition Management - Trends

• Specialist driven (Implementations and Transitions)

• Governance and collaboration – Increased focus

• Multi vendor contracts gain momentum• Multi vendor contracts gain momentum

• Speed to market (read “Go Live”)

• Transition and reverse Transition become explicit part of contract

• Less inclination by vendors towards Asset and HR transition

Module 9

Transition Management - Challenges

• Speed to market (Go Live)

• Customers taking greater role in driving Transition deliverables

• Transition and reverse Transition – Integral to contract

• Transition and reverse Transition – Integral to contract

• Stakeholder buy in

• Expectation Management

• Lack of integration of different teams

• Responding to business needs

Module 9

75%

25%

Schedule

Quality

40%

60%ScheduleQuality

Transition Management and IT Service

Management

• Mostly ignored process part of Service

Management

• Can make or break business relationships

• Sows seeds of a successful service delivery • Sows seeds of a successful service delivery

(early incorporation of service management

principles)

Module 9

Transitions may not succeed if…

• Transition planning is not a key activity on the project plan for all outsourcing management teams (policy, idea, assessment, Implementation and management)

• Transition planning is done in a vacuum and doesn’t have a “buy-in” by all parties involved –customer, service provider’s sales and delivery teams

• Transition plan is not fully developed and documented and is not a part of the contract

• Transition plan does not cover all aspects of the outsourcing engagement (people, processes, assets and financial) and all phases – from contracting through governance

• Transition management team are either not involved in developing the original solution that was sold to the customer (and became the basis for the contract) or have a longer term was sold to the customer (and became the basis for the contract) or have a longer term accountability to create stability of operations

• Change management is not considered a vital part of transition management

• Developing relationships does not get its due

• Integration with other lifecycle stages is missing

Best Practices• Quality Assurance and Improvement

• Dedicated resources

• Robust Change Management process

• Early involvement

• Acceptance Criterion

It transition management an operational perspective

Business

Transcript of It transition management an operational perspective