IT Service Transition

IT Service Transition

Coordinated the on-boarding and training of approximately 30 resources to provide level 2 and 3 support

Facilitated knowledge transfer sessions and documentation of existing procedures, including authoring 11 runbooks for each discipline area

Successfully coordinated the transition of infrastructure support services between two 3rd party providers

The Objective


Four-month initiative to migrate from an underperforming, third-party IT operations service provider with a high number of outages and inadequate turn around on incident resolution to a new third-party support provider. Ensure the new service provider had the necessary access, documentation, and training to successfully take on core IT Infrastructure support for Windows and Unix servers, Oracle and SQL databases, backup and restore, storage, messaging, network and communication, SharePoint, GxP compliance, ServiceNow, and Information Security.

The Challenge


With the contract termination for the third-party IT operations service provider, existing support resources were also being terminated. There were delays with the new provider’s recruitment, and challenges with resource retention and required expertise. There was also a lengthy client process to create user accounts and grant access. Little to no existing documentation on the client’s environment or existing process was available for the new service provider to reference.


THE RESULTS - IT Service Transition

CTM Technology Group successfully coordinated the transition of IT operations support from one service provider to another. We worked extensively with the third-party service providers and customer to recruit, on-board and train approximately thirty resources to provide level two and three support for a legacy environment with over 1200 servers and devices supporting approximately 350 applications and 1250 monthly incidents, change requests and tasks. We facilitated knowledge transfer sessions and documented existing procedures, including authoring eleven runbooks for each discipline area.

CTM Technology Group worked across IT organizations and vendors to gain alignment and to successfully execute a complex cross-functional IT Service Transition. In a service provider transition, it can be challenging to get the outgoing vendor to comply with requests from the new provider. CTM, as a neutral party working on behalf of the client, can bring all parties together to progress the transition. Contact us for additional information on our Services.

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CTM Technology Group's Success Stories

CTM's Success Stories

Check out more success stories to see how we have led organizations through challenging cross-functional initiatives. We have successfully managed programs to migrate to the cloud and new data center facilities, separate IT assets during divestitures, integrate users, applications, and systems following acquisitions, and transform their IT operations teams.

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CTM's Services and Solutions

CTM Technology Group's Services and Solutions

CTM Technology group specializes in leading organizations through complex cross-functional programs. Our primary focus is on cloud and data center migration, transformation, and consolidation initiatives. We use our established methodologies and tools to support these efforts.

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