06 Oct 2020
3 MINS READ
These are unprecedented times and the norms of social distancing led by the COVID-19 pandemic have changed the way businesses operate. These changes have also pushed us to reinvent the way we function while ensuring our productivity and performance levels are kept intact.
Organizations worldwide have encouraged their employees to work from home and are likely to continue operating in this manner for months to come. As companies navigate and adapt to this new normalcy, IT Service Providers will also need to prepare to execute a seamless service transition with remotely working teams.
Hexaware’s touchless service transition offering, TRANSX, ensures complete knowledge transition and business continuity within today’s travel and co-location constraints. Let’s check how TRANSX can improve your transition process by leveraging efficient tools and methodologies.
When preparing for a remote Service Transition, the most often-asked question is ‘What will be different in this Transition’? Let us take a moment to understand this aspect.
The 2nd most often-asked question is ‘What are the additional tools we intend to leverage’? Let us take a moment to understand this aspect.
The 3rd most often-asked question is ‘What are the key touchless transition-related risks that you envisage? Let us take a moment to understand this aspect.
#
Risk
Mitigation
Probability
Impact
1
Ability to collaborate seamlessly given remote & geographically distributed teams
Leveraging whiteboarding platforms, tools to transcribe meetings, always-on video-enabled meeting rooms will ensure clear & effective communication among team members
Medium
High
2
How will we ensure there is adequate learning?
Prior to start of the transition, we will plan for multiple sessions similar to the transition initiation meeting to ensure both teams have complete clarity on how this transition will happen – Do’s & Don’ts, Tools & Platforms, Roles & Responsibilities, Timelines & Day in a Life.
During Transition – transcribe meetings, record SME sessions, plan for multiple playback sessions & assign contextual assignments to ensure team members have sufficient learning.
3
How will Assisted Phase sessions happen?
By leveraging screen-sharing capabilities of Web Conferencing Software to ensure SMEs can explain to our teams on how a certain resolution was provided or in some scenarios also guide them to provide resolution.
Low
4
Connectivity & Internet speed issues
Ensure all team members have a backup to offset connectivity & speed issues. Teams can also reach out to Hexaware’s System Technology Group (STG) team to expedite troubleshooting of such issues.
5
How will security & compliance be maintained?
Leverage VPN & Secure Desktop products. Also leverage Information Rights Management capabilities of MS Office to ensure only the required people have access to that asset.
6
How will we ensure inter-team discussion & resultant learning?
Setup online wikis where knowledge can be collaboratively updated & viewed.
Plan focused sessions for the teams to discuss learnings and issues around a topic.
7
How will we ensure that the externally hired candidates are setup in a timely manner?
Incrementally over the last quarter, all support functions in our organization have successfully transitioned to a work from home model. In the process, we have also pivoted our HR processes to ensure the associate to alumni journey is completely online.
Induction kits, laptops & data cards can now be home delivered to a new joinee.
The 4th most often-asked question is ‘What would you need from us?’ Let us take a moment to understand this aspect.
The fifth & the most pertinent question to help them decide is ‘Where have you done this before?’ Let us take a moment to go through one of our recent proof points.
This touchless service transition was carried out in Q2 2020 with the COVID-19 situation at its peak. The entire transition was executed remotely with zero travel across globally distributed teams. This was made possible by the unwavering commitment from the leadership team coupled with unstinted support on the ground from support teams at both ends.
Contact us to learn more about our TRANSX Touchless Transition Service Offering or how our Application Management capabilities can support your business objectives.
About the Author
Manish Mehta is a Solutions Director with Hexaware’s NextGen Application Managed Services practice. He has close to two decades of experience in the IT industry, has held various leadership positions in Application Management Services. Deep experience in Client Acquisition, Applications Managed Services, Solution and Transition Management, Go to Market strategy, Program Management and in leading high-performance teams.
Application Transformation Mgmt.
14 Jul 2021
02 Jul 2021
24 Jun 2021
22 Jun 2021
14 Jun 2021
13 May 2021
11 May 2021
28 Apr 2021
17 Dec 2020
14 Dec 2020
11 Dec 2020
27 Nov 2020
13 Nov 2020
12 Nov 2020
09 Nov 2020
06 Nov 2020
22 Oct 2020
13 Oct 2020
17 Sep 2020
15 Sep 2020
26 Aug 2020
11 Aug 2020
07 Aug 2020
31 Jul 2020
22 Jun 2020
19 Jun 2020
11 Jun 2020
20 Apr 2020
31 Jan 2020
03 Sep 2019
31 Aug 2019
03 Jul 2019
26 Apr 2019
28 Mar 2019
13 Aug 2018
19 Jun 2018
Application Transformation Mgmt., Healthcare, Insurance
18 Jun 2018
28 Nov 2017
14 Sep 2016
03 Sep 2016
25 Aug 2016
11 Jul 2016
BI & Analytics
19 Mar 2009
26 Nov 2010
Digital Assurance
02 Jan 2012
17 Feb 2012
Infrastructure Mgmt. Services
02 Mar 2012
03 Jan 2013
04 Feb 2013
06 Feb 2013
Digital Assurance, Enterprise Solutions
14 Feb 2013
18 Feb 2013
21 Feb 2013
27 Feb 2013
Others
01 Mar 2013
04 Mar 2013
Enterprise Solutions
05 Mar 2013
18 Mar 2013
Digital Assurance, Enterprise Solutions, Others
22 Mar 2013
12 Apr 2013
26 Apr 2013
29 Apr 2013
13 May 2013
11 Jun 2013
17 Jun 2013
25 Jun 2013
19 Aug 2013
26 Aug 2013
27 Aug 2013
03 Sep 2013
10 Sep 2013
19 Sep 2013
24 Sep 2013
26 Sep 2013
30 Sep 2013
01 Oct 2013
03 Oct 2013
01 Nov 2013
19 Nov 2013
Enterprise Solutions, Manufacturing and Consumer
28 Nov 2013
03 Dec 2013
20 Dec 2013
03 Jan 2014
22 Jan 2014
27 Jan 2014
31 Jan 2014
12 Feb 2014
13 Feb 2014
20 Mar 2014
24 Mar 2014
17 Apr 2014
11 Jun 2014
Manufacturing and Consumer
26 Jun 2014
30 Jun 2014
10 Jul 2014
15 Jul 2014
16 Jul 2014
18 Jul 2014
28 Oct 2014
13 Jul 2015
06 Aug 2015
26 Aug 2015
28 Sep 2015
07 Oct 2015
26 Oct 2015
07 Mar 2016
22 Mar 2016
13 May 2016
23 May 2016
15 Nov 2016
22 Nov 2016
25 Nov 2016
Business Process Services
25 Apr 2017
Banking and Financial Services
18 May 2017
30 May 2017
23 Jun 2017
27 Jun 2017
18 Jul 2017
26 Oct 2017
Healthcare, Insurance
11 Dec 2017
25 Jan 2018
21 Feb 2018
14 Mar 2018
( Mandatory field * )
The information you provide will be used in accordance with our terms ofPrivacy Policy
Please Check on "I Agree" to register for the blog.