Service Transition : Why Is It Critical

Transition is a very important phase in any outsourcing engagement. The quality of transition often decides the quality of services delivered in the steady phase. A poor transition sets back an engagement by few quarters which may be very crucial in a typical 5-7 year engagement.
Often enterprises do a lot of due diligence on steady state operations plan but transition is that essential cog that gets missed. This ends up being a crucial mistake as this then impacts and upsets the steady state operations.

Another reason why transition requires greater focus is that this is one part of the engagement where the client and the incoming provider jointly do not have as much control as in the later phases. There is often a dependency on external parties like the incumbent provider or outgoing employees with little control over their performance in the transition phase.