Getting Ready for Service Transition
An immovable deadline to transition end user computing, local and wide area network, data centre hosting, IT security, IT service management and service desk was set by the Thomas Cook Group administrators and failing to achieve this was not an option.
IT Naturally acted as Condor’s proxy working closely with the Thomas Cook administrators to formulate how services, data, contracts and resources that Condor relied on would be separated from anything that was no longer required and transitioned.
A register of each service and contract was created, with associated activities required to enable transition planned, risks and issues categorised, logged and closely managed and a commercial register created to track costs associated with asset and license transfers created. IT Naturally established a governance framework to use with Condor, the administrators, and third-party incumbent suppliers including WIPRO, IBM, RIPE and Vodafone which enabled swift decision making.
The transition plan was divided into commercial, service, technical and communications sections and IT Naturally’s project managers closely coordinated our service, network, platform, end user computing and security team’s activities to define the service, capture and train required knowledge from third party incumbent suppliers, establish and configure service management and technical tooling and pre-configure technical solutions ready for transition.
With everything else in place, rehearsals and reverse shadowing took place with the incumbent service desk a week before the final transition date. All open requests were fulfilled or closed, and incidents and problems understood, accepted and transferred.
Customer Outcome – successful infrastructure transition with enhanced service levels
The transition was a complete success with zero impact to Condor’s flight operations.
All IT Naturally service, technical operations staff and third parties were trained and ready to take on service from day one; all contracts were renegotiated and novated. Physical hardware was de-racked and shipped between data centres with logistics managed closely to avoid any delays.
In the first month of service IT Naturally achieved improved service levels and received praise from Condor’s CIO and CFO.
Since service implementation, the IT Naturally service desk and technical operations teams have taken on further services and continue to enhance key service KPIs month-on-month.
“We chose to work with IT Naturally because we knew we could trust their leadership, technology and service teams to transition and run our critical services with minimal impact. Since moving we have found that our response times and customer service levels have improved dramatically. It has also been wonderful to work with a friendly and professional IT company who are committed to working alongside us for the long term.”
— STEFAN ALBRECHT, CIO, CONDOR AIRLINES
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