Managing Remote Service Transitions in Our New Normal

Shekar is a Program Director experienced in leading distributed diverse teams by managing portfolios, programs and projects in the areas of enterprise functions and data analytics. He is an ITIL Strategist, Agile-Scrum professional with PMI’s Organizational Transformation: Orchestration credential, implementing best practices to optimize and improve business KPIs.

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Topics: Agile, Change Management, Governance, Service Management

“We cannot direct the wind, but we can adjust the sails.”
— Dolly Parton

The global disruption inflicted by the pandemic has accelerated organizational transformation. While there is lot of buzz around digital transformation, we should not overlook the importance of service transitions.

Service transitions can arise out of mergers, de-mergers, acquisitions and transfers of service, which are all taking place more frequently than ever before. Our new normal is being reshaped with the work-from-home model, and a remote transition approach is the way forward—with remarkably high stakeholder involvement. Program directors or transition directors may benefit in particular from reading about this.

What is a Service Transition?
“Transition” may just mean a change in state or condition, but “service transition” necessitates a disciplined approach as it touches upon both the soft and hard capabilities of any organization—such as people, process, technology and assets (like transformation initiatives).

By process, service transition is a service lifecycle module in the IT Infrastructure Library (ITIL) Service Management framework, focusing on the management of a new/changed service. But it requires the use of project management, as the transition journey typically has a start and end date—and is also bound by …

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