IT Transition & Onboarding
A structured 3-month takeover — zero disruption, full accountability
Switching IT providers is risky without the right process. Brocent's IT Transition Programme takes over your IT environment in three defined phases — survey, knowledge transfer, and go-live — so nothing falls through the cracks.
Why Brocent
Zero knowledge gaps at operational go-live
Complete technical runbook delivered before cutover
KT workshops with your outgoing provider included
Shadow period and parallel run where feasible
Formal 30-day post-cutover review included
Typically completed within 2–4 weeks for smaller environments
Before Onboarding Starts — Service Agreement & Pre-Work Required
The signed Service Agreement must be in place before any onboarding or transition activity begins. A completed agreement is a contractual prerequisite — no site visits, CMDB access, or knowledge transfer sessions are scheduled until it is executed.
📋 Customer Preparation Checklist
- Service site address(es) — Full address for every location to be covered
- Contact person per site — Name, role, mobile, and email for each site
- Scope of Work (SOW) — Agreed IT domains, device types, and service boundaries
- Required tools & access — Admin credentials, VPN access, and network diagram where available
- Existing IT documentation — Asset lists, vendor contacts, and current SOP documents if available
🤝 Work with Your Brocent SDM
Once the agreement is signed, your dedicated Service Delivery Manager (SDM) will be assigned. The customer and the SDM jointly own the Transition Plan and its deliverables — this collaborative alignment is the success foundation for every project.
- Kick-off meeting with SDM to align scope and timeline
- Joint review of Transition Plan and milestone sign-off schedule
- SDM-led governance throughout all four phases
- SDM is your single point of accountability until go-live
The 3-month transition model
01
Survey & IT Audit
Week 1–2
Understand before we act
Our transition team visits your sites (1 day per site initially) to perform a thorough IT audit. We document your existing environment, identify risks, and agree on the Scope of Work.
- Site survey — IT asset inventory, device audit, network topology
- Data classification and backup/restore policy review
- IT process alignment with business requirements
- Identification of top 3 infrastructure weaknesses
- Standardise EUC environment and security baseline
02
Knowledge Transfer
Week 2–4
Build institutional knowledge
Our engineers shadow your existing team or study your documentation. We build your Configuration Management Database (CMDB) on Brocent's IT Management Platform and document every system.
- Knowledge Transfer (KT) sessions with your IT team or incumbent vendor
- CMDB build — all assets, configurations, and software licences catalogued
- Standard Operating Procedures (SOPs) defined for all recurring tasks
- User awareness and communication plan for end users
- Management tools setup and ATERA/Zoho monitoring deployment
03
Shadow & Re-shadowing
Week 3–6
Engineer readiness validation
Dedicated Brocent engineers practice the support process side-by-side with your team or under observation — until they meet the benchmark to operate independently.
- Dedicated engineers practise support processes to benchmark standard
- Address top 3 infrastructure weaknesses identified in audit
- Security hardening — OS updates, antivirus, privilege accounts, configuration
- Standard process driven support with project teams
- Re-shadowing until benchmark criteria are met without supervision
04
Service Go-Live
Month 3 onwards
Full managed IT service activation
After sign-off, Brocent takes full responsibility. Your team gets a single point of contact, SLA-backed support, monthly reporting, and proactive monitoring — all included.
- Full transition to Brocent Managed IT Service Model
- SLA-backed helpdesk active: P1 first response 15 minutes
- 24/7 NOC monitoring and proactive alerting live
- Monthly service review and reporting cycle begins
- Escalation matrix active: Helpdesk → Supervisor → Account Manager
- Formal 30-day post-go-live review — knowledge gaps identified and runbook updated
What you receive at go-live
Every transition ends with a fully documented environment, a live support operation, and a named team that knows your systems inside out.
IT Asset Inventory
Full hardware and software inventory with warranty status, licence records, and CMDB.
IT Audit Report
Documented baseline assessment with risk findings, security gaps, and remediation priorities.
CMDB on Brocent Platform
Configuration Management Database built and maintained in Brocent's IT Management Platform.
Standard Operating Procedures
SOPs for all recurring IT tasks, covering EUC, network, server, and security domains.
Security Baseline
Hardened OS configuration, antivirus governance, privilege account control, and patching SOP all active.
Dedicated Support Team
Named engineers, account manager, and escalation contacts confirmed and briefed before go-live.
Technical Runbook
Complete technical runbook covering infrastructure architecture, vendor contacts, escalation matrix, licence renewals, backup procedures, DR runbook, and known historical issues.
30-Day Post Go-Live Review
Formal review 30 days after cutover — any knowledge gaps encountered during the initial operating period are identified and the runbook is updated accordingly.
What's Included
Inclusion of Services
View full managed services plan & pricing →Once your IT environment is live under Brocent management, the following service categories become active. Specific inclusions vary by plan tier — see the Managed Services page for the full 35-item inclusion table.
Security & Cybersecurity
- Penetration Testing High
- Simulated Phishing Attack High
- Security Awareness Training High
- Vulnerability Scanning (Qualys / Nessus) Medium
- Managed Security Operations Centre (SOC) Medium
- Managed Anti-Virus & Anti-Malware Medium
- Identity & Access Management Low
- Managed Firewall Low
- Password Management Low
- Spam Filtering Low
Backups & Disaster Recovery
- Simulated Disaster Recovery Drill High
- Managed Backup & Disaster Recovery Medium
- Server Backup Medium
- Workstation Backup Low
- Office 365 Backup Licence Low
- G-Suite Backup Licence Low
IT Management & Consulting
- vCIO / Fractional CTO Service High
- Technology Business Reviews (QBR) High
- Business Continuity Planning High
- IT Budget Planning High
- Procurement Assistance High
- Documentation Management High
- Asset Management Medium
- Executive Reporting Medium
Support Services
- Guaranteed SLA (P1: 15 min) High
- 24×7×365 Support Medium
- Onsite Support (Business Hours) Medium
- Remote Support (Business Hours) Medium
- After Hours Support Medium
- Emergency Support Medium
- Server Support Medium
- Wi-Fi Management Medium
- Vendor Management Medium
- Mobile Device Management (MDM) Low
- NOC Services Low
- Desktop Support Low
- Adds / Moves / Changes (IMAC) Low
- Change Management Low
- Incident Management Low
Monitoring & Maintenance
- 24×7×365 Remote Monitoring (NOC) Low
- Microsoft Patch Management Low
- 3rd Party Patch Management Low
- Network & Infrastructure Management Low
- Azure Tenant Management Low
- Office 365 Tenant Management Low
- Cloud Monitoring Low
Training
- Technology Enablement Sessions High
- End User Training Programme Medium
Telephony & Data
- Managed VoIP Low
- VoIP Management Low
- Business Internet Low
- Managed WAN / SDWAN / MPLS Low
Infra 365 Maintenance Schedule
Brocent follows a structured maintenance cadence across all managed environments — covering security, access, backup, and disaster recovery.
- Critical network & system monitoring with automated alerting and error detection
- Security patch management and update SOPs execution
- Centralised antivirus and anti-malware checks & alerting
- Hardware warranty tracking and proactive RMA management
- System configuration backup and version control
- Cloud-based system log aggregation and risk alerting
- Penetration testing / vulnerability scanning and remediation
- Firewall & router perimeter security management
- AD & NTFS folder security and sharing permission audit
- Remote access ACL review and verification
- WIFI ACL check and verification
- LAN VLAN and ACL review
- Privilege account management full review
- AD, email & application account audit (remove obsolete accounts)
- Password policy definition and enforcement review
- Data backup plan review and restoration test
- Backup log verification and task status check
- Software licence inventory and GAP analysis
- Disaster Recovery Plan definition and update
- DR drill execution and data integrity verification
- Mobile device application and data security controls (MDM)
- Change management process and configuration record updates
Ready to see the full service plan with per-tier inclusions?
View Startup, Established, Growth, and Enterprise plan details — including the complete 35-item inclusion table.
Frequently asked questions
Browse all FAQ →How disruptive is the transition process?
Minimal disruption is a core principle. The transition team works around your business hours. Shadow phases are designed to be invisible to end users — your existing IT support continues uninterrupted until go-live.
Do we need to provide any special access or documentation?
We ask for existing IT documentation where available (network diagrams, asset lists, vendor contacts). If none exist, our audit phase builds them from scratch. We only need admin credentials temporarily during the KT and CMDB build phases.
Can the transition be faster than 3 months?
Yes — for smaller environments or where documentation already exists, transitions can be completed in 4–6 weeks. We tailor the programme to your environment size, complexity, and urgency.
What if we have multiple offices or countries?
We have experience running parallel transitions across multiple sites and countries simultaneously. Our global field team coordinates regional surveys and KT sessions to ensure consistency.
Is the transition fee separate from the managed services contract?
Transition service pricing is agreed as part of your Managed IT Services contract. For complex multi-site engagements, a dedicated Transition Statement of Work (SOW) is issued.
What IT domains does Brocent manage after onboarding?
Brocent manages all four infrastructure layers: End-User Computing (EUC) — computers, mobile, printers, applications, AD accounts, patching, encryption; Network & Telecom — LAN, WIFI, VPN, WAN, firewall, routers, monitoring; Server & Storage — AD/DNS, virtualisation, DHCP, patch management, file servers, cloud VPS, backup, antivirus; and Cloud Infrastructure — SaaS application management, Azure/M365 tenant management, cloud monitoring, and cloud backup.
How often does Brocent perform maintenance tasks?
Brocent follows a defined maintenance cadence: 24×7 critical system monitoring; monthly security patching, antivirus checks, vulnerability scanning, and firewall management; quarterly ACL and access control reviews; bi-annual privilege account audits and backup testing; and annual DR plan execution and software licence gap analysis.
Have more questions about IT transition, onboarding, or managed services? Visit our full FAQ page →
Ready to switch? Start with a free IT audit.
Tell us about your current environment and team size. We'll propose a transition plan tailored to your complexity and timeline — at no cost.
Request a free audit