Orchestrating a Smooth Transition of Service Providers

Many a time, enterprises consider changing their outsourcing service provider when contracts are up for renewal. The key driver for switching IT service providers is the expectation of more efficient processes while ensuring high service quality levels. However, the process of transition is not necessarily smooth; some of the challenges that enterprises face while making these switchovers include the outgoing team’s lack of co-operation in sharing knowledge, that passing of incomplete and incoherent information to the incoming team, and the time taken to make the transition. More often than not, there is resistance to change and therefore, any transition needs to be managed properly from the start. This paper provides a “how to” guide on transitions, and presents a three-way framework that enterprises can adopt to ensure a smooth transition of services providers.

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