In a recent report, CPA Australia found that 66% of APAC businesses in 2023 adopted technology initiatives to improve operational efficiency. For some of these businesses, this meant having to engage an outsourced managed IT provider for the very first time. In other cases, reflecting on their current state and vision for the future resulted in them parting ways with their provider, who no longer met their needs.
Regardless of the situation, transitioning to a new managed IT provider can be a source of anxiety for some, due to concerns about potential disruptions and the need to manage risk and communications.
However, with the right support and planning, it is possible to make this change a positive one!
This blog highlights our recommendations for effectively transitioning to a new managed IT provider.
Source: CPA Australia.
Understanding your organisation’s goals
Before starting the transition, you need to clearly understand your organisation’s technology priorities and the reason you want a new managed IT provider. Understanding these pain points will help you establish goals.
Common reasons for seeking a new provider can include:
- Technology or infrastructure upgrades.
- Struggles with scaling technology.
- New operating models, such as hybrid work.
- Cyber security concerns.
- The need for a more strategic IT partnership.
By clearly defining your goals, you can ensure that new initiatives meet your needs. For example, if your objective is to enhance cyber security, then you can emphasise the need for a strong security strategy and work with your new provider to make that a focus. Identifying the pain points and desired outcomes will not only guide you in selecting a managed IT provider that meets your needs but also provide a starting point for the new partnership.
Conducting due diligence
Before finalising your partnership with a new provider, conduct thorough reference checks and validate their certifications and credentials. Analyse any reviews and testimonials left by other businesses, and consider reaching out to their current clients for firsthand feedback on their experiences. Building trust in a new provider will go a long way to forging a successful partnership.
Planning the transition
You should not begin the transition without a detailed plan. Work with your new provider to establish clear timelines with defined milestones, responsibilities, and key performance indicators (KPIs). The plan should map out the entire process, from initial setup to full integration. Involve key stakeholders in this planning phase, such as internal IT people, leadership or your previous IT provider, to address any potential issues that could arise during the transition.
Addressing and managing risks
Risk management will be an essential aspect of your new partnership. Develop a plan that includes evaluating your new provider’s security measures, such as their data encryption practices, access control policies, and incident response protocols. Collaborate with your new provider to address any vulnerabilities or concerns.
Risk management should also address specific actions to be taken during data breaches, system failures, or other emergencies, including roles and responsibilities for each team member involved.
Establishing communication strategies
Effective communication must be at the core of your partnership. Communications management has two elements: keeping internal stakeholders informed and establishing communications with your new provider.
Communicating with stakeholders about the process, timelines, and any potential disruptions helps with managing staff progress and expectations. Good communication can also minimise change resistance or confusion.
For your new IT provider, start by setting up regular check-ins, meetings, and workshops to discuss progress, address any concerns, and adjust the transition plan as needed. Establish a clear point of contact within your organisation and the provider’s team to streamline communication.
By clearly outlining the steps involved and prioritising effective communication with your internal team and the new IT provider, you can foster a sense of confidence and cooperation among both teams.
Building a relationship with your new provider
Building a strong relationship with your new managed IT provider is essential for long-term success. Start by introducing any new provider to your team in a positive light. Facilitate open dialogue between your staff and the provider’s support team. Consider onsite lunch and learns or company-wide meetings to help your employees understand the new support processes and get to know the provider’s team.
Enable a smooth handover to a new IT provider
Transitioning to a new provider will require you to establish an agreed-upon overlap period between the old and new providers. During this period, clearly define responsibilities and escalation paths to avoid any confusion or disruption to your IT services. Encourage collaboration between the two providers to facilitate knowledge transfer and continuity of service.
Without a well-coordinated handover, you risk potential issues such as data loss, prolonged downtime, or gaps in support. These problems can disrupt business operations and impact productivity. By meticulously planning and executing the handover, you can mitigate these risks for a smoother transition.
Conclusion
Transitioning to a new managed IT provider requires meticulous planning, strong communication, and a focus on building a collaborative relationship between all parties.
While there is inherent risk involved with all change, taking the time to establish a detailed transition plan, including timelines and responsibilities, coupled with an agreed communications plan, helps to keep the process on track and vastly increases the likelihood of success.
Why choose Netier as your Managed IT Services Provider?
With a tried-and-tested onboarding methodology, Netier understands the complexities of transitioning to a new managed IT provider. Our tailored solutions and expert team ensure minimal disruption and an enhanced onboarding experience.
Visit our Managed IT Services page to learn more about our services and how we can help your business thrive.
