Switching to ACT Systems
Changing IT provider doesn’t have to be disruptive. ACT Systems follows a structured mobilisation process designed to minimise risk, capture critical knowledge and ensure your support team is ready before service begins.
A Structured Approach to Onboarding
Every new client follows a documented mobilisation methodology, tracked through Halo PSA, our platform for configuration, documentation and knowledge management. This gives ACT Systems a single source of truth for your environment, helping our service desk understand your users, systems, suppliers, risks and support processes before we take on day-to-day service.
Phase 1: Discovery & Environment Assessment
We start by building a complete, accurate picture of your environment before support begins.
- Asset and infrastructure discovery, including hardware, network and software estate
- Collection and validation of user data, roles and support requirements
- Identification of third-party systems, vendors and dependencies
- Capture of existing issues and risks, and any outstanding tickets
- Documentation of your current support model and escalation pathways
Phase 2: Service Setup & Configuration
With discovery complete, we configure everything needed to support you properly.
- Creation of client configuration records and asset registers
- Setup of user accounts, approvers and contact structures
- Configuration of ITSM workflows, ticket categories and service catalogue
- Microsoft 365 tenant integration and administration access
- Deployment of appropriate monitoring and security platforms, such as NinjaOne for remote monitoring and management and ESET for endpoint protection, where included in the agreed service
- Configuration of patching, update policies and endpoint management controls
Phase 3: Security & Access Alignment
We review credentials, administrative access, MFA, conditional access, password policies and privileged accounts as part of our cyber security approach.
- Collection and secure management of credentials and administrative access
- Implementation of MFA and conditional access policies
- Validation and strengthening of password policies and privileged access controls
- Identification and management of service accounts and exceptions
Phase 4: Knowledge Transfer & Documentation
Where you’re moving from another provider, we manage a formal handover to capture their documentation and knowledge.
- Formal handover with your incumbent IT provider
- Creation of client-specific knowledge base articles
- Documentation of support processes, escalation pathways and user workflows
- Capture of system configurations, data locations and key dependencies to support ongoing IT planning
All documentation is centrally maintained within Halo PSA, so it’s never dependent on one person’s memory.
Phase 5: Service Handover & Readiness
Before go-live, our service desk team is briefed and knowledge-checked, documentation is finalised, and we confirm support processes and contacts with your stakeholders.
- Internal service team briefing and knowledge validation
- Completion of knowledge base and configuration documentation
- Communication with stakeholders and confirmation of support processes and contacts
- Provision of client-facing support guides and reporting access
Keeping Your Transition On Track
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Structured Project Management
Every onboarding is tracked as a formal project, with clear responsibilities and defined milestones from day one.
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Centralised Documentation
All information is captured and validated within Halo PSA, giving our service desk a single source of truth for your environment.
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Regular Progress Updates
You’ll receive clear updates throughout the process, so you always know what’s happening and what’s next.
Working Together For A Successful Transition
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User Information
Current user lists and roles, so we understand who needs support and how.
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Access & Credentials
Administrative access and key credentials, handled securely throughout the process.
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Existing Documentation
Any existing IT documentation, systems information and known issues.
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Key Contacts & Suppliers
Details of your critical suppliers and third-party contacts, so we can manage dependencies properly.
Frequently Asked Questions
Will changing IT provider cause disruption?
Our mobilisation process is designed to identify risks early and manage the transition in a planned, controlled way. Every environment is different, but the aim is to minimise disruption and avoid unnecessary surprises.
Do I need to replace all my existing systems straight away?
No. Switching provider is not the same as replacing your entire IT environment. We focus first on understanding, documenting and securing what you already have. Any recommended changes are then planned separately and agreed with you.
What if my current provider is difficult during handover?
We follow a structured handover and knowledge-transfer process to collect the information, documentation and access needed to support your environment. Where cooperation is limited, we work methodically to identify gaps, validate access and rebuild missing documentation where required.
Will my team need retraining?
In most cases, users do not need formal retraining just because ACT Systems is taking on support. We provide clear guidance on how to contact support and raise requests. If any systems or processes change, those are communicated separately.
Who manages the transition?
ACT Systems manages onboarding as a structured project, with responsibilities, progress updates and key actions tracked throughout the mobilisation process. Internally, our service desk and technical teams are briefed before go-live so support does not depend on one person holding the knowledge.
Ready to transform your IT?
For your free, no-obligation IT
review to identify opportunities for improvement and cost savings, call us on 01189 870 078 or complete the form and we’ll be in touch.
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