IT service transition support

Changing your managed IT service provider can be daunting. Whether you are moving from an in-house team, replacing another outsource provider, or supplementing your team with co-sourcing, there’s a host of knowledge and information that needs to be shared.

Change can also be the best decision for your business. With the right approach, change delivers improved service quality, better value, cyber security protection and increased workplace productivity.

Our approach is to spend time with your business getting to know your IT environment. This doesn’t just mean running scans on your network. We take the time to speak to key staff and stakeholders in various business functions to give you the best advice on that all-important next step, unleashing the true potential of your IT.

Optimising IT was named the Best Small Enterprise Managed Service Provider at the IT Service & Support Awards 2020. You can trust us to provide you with your IT Service Transition Support needs.

78% Average First Contact Resolution

98.8% Average Customer Satisfaction Score

Rapid Response Time

Cyber Focused Approach

About our IT service transition support

For us, IT is personal. Site visits allow us to gather the valuable information we need to give you the best possible advice. We take care to find out about your:

Physical site layout, and how your people use IT
Meet the team
Security, Wi-Fi and Network configuration
Commonly used software
Areas for tactical and strategic improvement plus quick-wins

Following a structured transition plan, we ensure that all information is gathered and documented, and that feedback is provided and actioned before the service goes live.

We know the importance of a smooth transition. We go one step further and help you to communicate with your staff, by producing a professional “welcome pack” with a combination of digital messaging and physical “Go Live” promotional collateral to communicate the launch and enhancement of your new service.

At Optimising IT, we take care of every detail to deliver a seamless transition for your organisation.

Why not contact us today?

Reasons to change your managed IT service provider

Here are some of the reasons a business may decide to change its managed IT service provider.

1. YOU DON'T WANT A LONG-TERM AGREEMENT

While we like to retain long-term relationships with our clients, sometimes the idea of committing to a long-term contract with a new supplier doesn’t suit everyone. We understand you may want to work with us on a short-term basis before you commit to a long-standing agreement. If that sounds like you, we can provide support on a rolling 30 day basis, which reduces risk and enables you to experience our award-winning service and approach.

2. THE CUSTOMER SERVICE ISN'T GOOD ENOUGH

When it comes to IT support, the level of customer service should be a priority. We only hire the best engineers we can find, and we train them well enough to ensure that we provide you with excellent customer service at all times.

3. IT TAKES A LONG TIME TO FIX IT ISSUES

At Optimising IT, we have a 78% first contact resolution (FCR) score. Meaning we resolve 78% of the calls we take before you put the phone down. If we can’t solve the issue on the phone, we’ll provide you with a reference number but keep you updated with all the progress as and when it happens. You’ll never be in the dark.

4. THEY LACK THE KNOWLEDGE TO HELP YOU SCALE

Optimising IT has been such a successful project because we have focused on becoming one of the most knowledgeable managed IT service providers in the country. We’re always trying to extend our knowledge, hire the best talent in the industry and become more accredited, so we can pass that knowledge onto your business and help you grow

5. YOU NEED BETTER CYBER SECURITY

We often talk to new customers about their cyber security and find that they are either concerned about how their cyber security is currently approached or that they have already suffered a breach or cyber attack. Our services are dedicated to helping make your business more secure.

FAQ: IT service transition support

What is IT transition support?

Changing IT providers or outsourcing some or all of your IT support provision for the first time can be daunting. Our team will work with you to conduct an initial discovery of your IT environment, talk to users and key business stakeholders and build a comprehensive picture prior to transition.

Speaking with your team, building initial relationships and answering questions and concerns before service go-live help reduce the stresses of such a fundamental change. After all, your IT environment underpins your business, so it needs to work no matter who is looking after it.

What is your IT transition support process?

The end-to-end approach to service transition for your business will vary based on what your IT environment consists of and how many locations you have, but our standard IT transition approach includes:

Initial IT discovery, including site visits where appropriate
Discovery playback
Transition plan formation and delivery, including changing all admin passwords for your environment
Service go-live
Increased service review frequency in the first month.

After the first month, we’ll present an IT roadmap based on the following elements: