This document discusses challenges in managing transitions from one service provider to another in today's complex IT environment. It finds that 72% of delayed transitions are due to issues on both the client and provider side. Common client challenges include slow access to resources and disengaged executives, while providers often lack experienced staff and specific contract knowledge. The document advocates for continuous transition management, transparency on risks, and focus on service integration to ensure frictionless transitions that meet business needs.

1. © 2016 Information Services Group, Inc. All Rights Reserved.

2. © 2016 Information Services Group, Inc. All Rights Reserved.
Continuous transition for a complex world
Rubber, meet road.

3. © 2016 Information Services Group, Inc. All Rights Reserved 33
A conversation between us all
 Garland Mitchell, Director, Technology, Southwest Airlines
 Linda Beamon, Monsanto
 Michael Carter, Vice President, Strategic Sales Engagements, Atos
 Todd Dreger, Partner, Chief Marketing and Strategy Officer, ISG
 Ian Watt, Director, Global Transition Practice Lead, ISG

4. © 2016 Information Services Group, Inc. All Rights Reserved 44
“Lift and shift” is history.

5. © 2016 Information Services Group, Inc. All Rights Reserved 55
Transition is
from anyone,
to anyone.
 Existing suppliers
 New suppliers
 Multiple business units
 Cloud providers
 Insourcing providers
 Outsourcing providers
 Re-sourcing providers
Everyone is pitching,
and everyone is catching.
There are always more than two players.

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Transition is your foundation
for ongoing success
— or failure.

7. © 2016 Information Services Group, Inc. All Rights Reserved 77
Transitions
are in trouble
more often.
Does our traditional transition approach
work for digital / cloud transitions?
Are our client and service provider teams
less experienced?
Are troubles trending up and related to
service provider capability—or client issues
managing complexity?

8. © 2016 Information Services Group, Inc. All Rights Reserved 88
Is it always the client slowing things down?
 “If only the client did more—or
any—Organizational Change
Management …”
 “If only the service provider could
onboard people faster …”
 “If only …”
Provider-
only issues
28%
Client and
provider issues
72%
Who slows down transitions?

9. © 2016 Information Services Group, Inc. All Rights Reserved 99
Transition: survey outcomes
Completed with the
same scope as the
contract anticipated?
Yes No
Completed as
originally scheduled in
the contract?
Yes No
Completed?
Yes No

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How were clients impacted?
21 19
12
-3
2
7
12
17
22
27
32
37
42
47
Required more than one
Change Order during
transition?
Required the client to extend
staff retention plans?
Required the client to hire 3rd
parties to fill gaps?

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How clients impacted timely transitions
17
14 14
10.5
5
-3
2
7
12
17
22
27
32
37
42
47
Client challenges in
granting
acccesses?
Client challenges in
onboarding?
Access to client
SMEs
Client manager
passive-aggressive
behavior?
Client executive
disengagement?

12. © 2016 Information Services Group, Inc. All Rights Reserved 1212
How providers impacted timely transitions
18.5 17 15
12
-3
2
7
12
17
22
27
32
37
42
47
Reluctance to provide
experienced staff
immediately
Lack of effective
leadership
Lack of specific
contract knowledge
Unable to secure work
visas

13. © 2016 Information Services Group, Inc. All Rights Reserved 1313
What about provider value adds?
16 15
-3
2
7
12
17
22
27
32
37
42
47
"Value adds" not provided? "Value adds" not effective or
complete?

14. © 2016 Information Services Group, Inc. All Rights Reserved 1414
Hypotheses:
What do you
think?
1. Transition is a continuous process.
2. Risks inherent in multiple-to-multiple
transitions are not always managed.
3. Transitions need more transparency on both
sides of the aisle.
4. Service integration and management has
never been more important.
5. A good transition is measured by frictionless
execution + good service delivery.

15. © 2016 Information Services Group, Inc. All Rights Reserved.
Continuous transition for a complex world
Rubber, meet road.

16. www.isg-one.com
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