The client challenge
The incoming service organisation had to establish a credible operating capability while important configuration data, incumbent knowledge and cross-supplier dependencies were still evolving. Individually manageable gaps had the potential to combine into material go-live risk across support, monitoring, service mapping, knowledge, tooling and acceptance.
Our approach
BSMS Limited led the cross-functional service-management workstream and created an integrated readiness model. Service obligations were translated into operational capabilities, dependencies were connected across workstreams, and clear evidence was defined for knowledge transfer, service data, tooling, process enablement, acceptance, go-live and early life support.
The value created
The programme gained a clearer view of what “ready” actually meant, which dependencies genuinely threatened live service, and what evidence was required before risk could be accepted. This shifted governance away from activity completion towards operational capability and made the transition more controllable.