Service transition

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Overview

The service transition follows after the outsourcing / managed service transaction is complete (i.e., contract closure). It’s a structured project which ensures the contracted services will get up and running as fast as possible with the highest achievable quality. For the buying organization, the project consists of managing the service transition which the supplier mainly executes. The service transition project isn’t very complicated to plan but needs stakeholders with a flexible mindset, who are able to make quick decisions while working with the new supplier.

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Form structure

Section selection section

  • Which kind of task do you want to do?
  • Who is the interviewee?
  • Is this a test form response?

Team and stakeholder section

  • Who participated in the service transaction (contract design, negotiations, and closure)?
  • Which teams do you need to involve in the service transition?
  • Which other stakeholders do you need to involve in the service transition?
  • What external stakeholders (except the supplier) do you need to involve in the service transition?
  • Who don’t you need to involve in the service transition?

Contract clauses section

  • What are the deliverables your supplier must implement?
  • What are the obligations your organizations must provide?
  • What are other contractual clauses to look at?
  • What are other relevant contracts for this service transition?
  • What were the most challenging contractual clauses to negotiate in the transaction project?

Project outcomes section

  • What are the expected outcomes?
  • What are possible project milestones?
  • What isn’t expected?
  • How can your organization and the supplier ensure everything will be delivered within scope, time, and budget?
  • What’s the approach to designing the schedule?
  • What are fixed waterfall elements?
  • What are agile backlog elements?

Project reporting section

  • What’s the project reporting process?
  • What are your requirements for the supplier reporting in this project?
  • Which information do you require to include?
  • Which project KPIs do you want to measure?
  • Which optional information do you want to include?
  • What reporting cycle do you recommend for this project?
  • Which information should your organization regularly report to the supplier?
  • Which reporting format (e.g., dashboard, PDF) do you prefer?
  • Who will need to read and discuss the project reports?

Information management section

  • What’s the approach to sharing information throughout this project?
  • What are the technical requirements to share information between the involved organizations?
  • What’s the approach to transferring tacit knowledge in both directions throughout this project?
  • Which information does the customer require to get?
  • Which information does the supplier require to get?

Staff education section

  • What’s the approach to educating the customer?
  • What’s the approach to educating the supplier?
  • What’s the approach to keeping transferred knowledge in the organization?
  • Which learning/education formats do you prefer?
  • What can the supplier do to support your organizational learning?

Operational change section

  • What are the relevant change preparations?
  • What are the relevant strategic changes?
  • What are the relevant process changes?
  • What are the relevant design activities?
  • What are the relevant development activities?
  • What are the relevant implementation activities?
  • What are the relevant adoption activities?
  • What are the relevant continual improvement activities?

Organizational change section

  • Which cultural changes does the new supplier need from your organization?
  • How can your organization use this supplier relationship for cultural change?
  • Which cultural changes would you like to introduce in your organization?
  • Why is cultural change so hard in your organization?
  • What are tactics your organization can conduct to support the necessary cultural change?

People change section

  • What changes in your organizational structure do you need to make?
  • What people/teams does the supplier bring into your organization?
  • What are cultural differences between your organization and the supplier?
  • What are actions to align the teams of the two organizations?

Process change section

  • Which processes does your organization need to set up?
  • Which processes does your organization need to change?
  • What’s the approach to integrate the processes of your organization and the supplier?
  • What’s the approach to mature the relevant processes in your organization faster than usual?
  • What can you learn from the supplier?

Technology change section

  • Which technology solutions will the supplier implement into your organization?
  • Which technologies does your internal staff need to learn?
  • Which technology solutions will the supplier retire after service transformation?
  • Which new technology solutions will your organization manage instead of the supplier?
  • Which processes does the new technologies require your organization to change?

Service reporting section

  • What are your requirements regarding the future regular service reporting process?
  • Which information do you need to see in the service reports?
  • Which KPIs do you want to measure in addition to the contractually defined?
  • Who will need to read and discuss the future service reporting?
  • Which regular service reporting KPIs have to be detailed as part of the service transition project?

Project acceptance section

  • How does the project team manage the intermediate transition acceptance criteria?
  • What are the final acceptance criteria to complete the service transition project?
  • Who’ll decide about the final service transition project acceptance?
  • What are acceptance criteria which your organization could forget to look at?

Continual improvement section

  • What’s the approach to get the service up and running as quickly as possible in the least maintainable quality?
  • Which continual improvement activities do you recommend to implement with the project?
  • What are continual improvement (meta) measurements?
  • What’s the approach to integrate this future service into the existing continual improvement activities?