Smart IT
Service Transition Management

Ensuring service performance and accelerating improvement

Our services protect against transition failure, accelerate timelines and improve business understanding.

Smart IT Service Transition Management

Most service transitions can be a very daunting prospect: moving all of your services from one supplier to another, or introducting a new supplier, withoug damaging the services you’re working hard to maintain and improve.

Withough repeated experience in managing IT, clients leave the responsibility to the new IT supplier who, with a lack of knowledge about their new client and their internal, technical focus, can leave the customer and most importantly the customer’s internal clients felling short-changes and exposed.

The ensuring issues have massive ripples into the start of the new service and the start of the new relationship, delaying the delivery of real transformational benefits.   

We accelerate Service Transition and ensure its success through our hands-on management and our unique model that links commercials to the Target Operating model, to understand clearly the required transition and testing activities for each service element.

Our experience enables us to know precisely where to focus effort to reduce risk at speed, enabling us to typically save 30% of average Service Transition projects.

As experienced Service delivery professionals, we know what is important to make service transitions fast and successful.

This precise understanding enables us to focus on end-user impact and improving service performance from day one.

What our clients think ...

They keep their language really simple, they understand your brand, they really get to know your people and what makes them tick.

Caroline Coomber Internal Communications Manager - London Gatwick

The team would describe Velocity as full on, totally integrated, very focused upon delivering the end vision and end service model to the client, but most of all, working together. There was true sense of fun that we were delivering something that we knew was going to be successful.

Steve Murtagh Operations Director – Getronics

We've got a fully functioning service three months ahead of our original schedule. We therefore generated first year savings which are about a third in excess of what we originally planned.

Tony Pusey Chief Information Officer – Trinity Mirror

Working with Velocity was about how can we handle people change, the migration, the transition of services out to our partners and keeping them up to date with change process and decisions made on the way. We had a 6 month period where we had to deliver massive change within IT... the change was seismic. It was not just one or two areas of change - it touched all areas of the business within IT.

Colin Davies IT & Operations Director - Trinity Mirror

Velocity brought along structure, past experience and real energy to drive us through.

Peter Raettig Head of Infrastructure & Operations - Trinity Mirror

We weren't well perceived by the business and you helped us over come some of that. I can think of specific examples of where you went above and beyond to deliver for our customers.

Phil Holter Commercial Manager - London Gatwick

Velocity brought Energy, Drive and Customer Focus to Gatwick IT, ensuring we delivered for our business.

Phil Holter Commercial Manager - London Gatwick

Knowing they could take care of Transition and could just move it forward without too much overhead and management from my side was really important.

Michael Ibbitson Chief Information Officer -  London Gatwick

Working with Velocity gave us a belief that we were embedded with the client, could hit the ground running at go live, but it set us up to deliver a better level of service from day one and beyond.

Steve Murtagh Operations Director - Getronics

Working with Velocity brings the engagement alive. They visited our service desk, not just on one occasion but on several occasions, to make our people feel they were dealing with real people at the end of the telephone.

Steve Murtagh Operations Director - Getronics

Velocity are a fast paced organisation, and they really drive through change. What shines through the most is that they really care about the impact of change on people.

Jayne Wylde IT Operations Centre manager - London Gatwick


Using the findings from our Insights and Net Promoter Score assessments we clearly chart a course for success ensuring all understand the wider business objectives, the roadmap of changes planned and the benefits they will bring.

Using this same approach, we are also able to successfully rebrand IT organisations by explaining the benefits of outsource and service improvement activities

On top of this we have a communications and engagement planning model which explains, in simple, plain-English terms, the change to our clients’ end users, ensuring the transition is perceived to be successful.



We work alongside our clients acting as early life support for any new service to reduce the risk of service performance dips immediately post-transition.

Our people act as coaches and mentors for new team members and suppliers alike to help embed new processes, ways of working and technology deployed.

And, more importantly, because everything else has gone well, we are confident we can shave six months off the planned date for genuine service transformation to start being delivered.

Focussing then on improvement, based again on the NPS and Insights findings, we drive suppliers and client organisations to draw up and agree a Service Improvement Plan on day one of the new service to ensure momentum does not drop.


Experienced Service Delivery Professionals

Our real-world service delivery experience enables us to accurately and quickly plan and deliver Service Transitions which protect from service loss, shorten delivery timelines and improve business buy in.

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