Microsoft 365 Migration + ITILv4 + IT Controlling

Client situation

Needed a structured migration with external providers involved
Required internal IT capability buildout alongside migration
Standardized processes needed for sustainable operations
Cost control and vendor governance were critical success factors

What was delivered

Microsoft 365 migration leadership and delivery
Internal IT department buildout
ITILv4 process implementation for IT operations
Contract and cost optimization (vendor management)
Ongoing IT controlling for operational efficiency
Security measures implementation

Governance approach

ITILv4-aligned process structure
Compliance and risk management measures
SLA-based vendor governance
Cost transparency and optimization cadence

Outcome

Successful cloud migration completed
Streamlined IT operations with sustainable controlling cadence
Standardized processes enabling consistent service delivery
Cost optimization through vendor and license governance

Project Phases

Migration + Operations Journey

Phase 1: Migration Planning

Assessment of current state, migration strategy, vendor selection, risk analysis, and project governance setup with external providers.

Phase 2: Migration Execution

Phased migration of workloads to Microsoft 365, user communication, training, and cutover management with rollback planning.

Phase 3: IT Department Buildout

Establishing internal IT capability, defining roles and responsibilities, hiring and onboarding, knowledge transfer from vendors.

Phase 4: ITILv4 Implementation

Implementing service management processes: incident, problem, change, service request, and knowledge management aligned to ITILv4.

Phase 5: Security Hardening

Implementing security baselines, access controls, monitoring, and compliance measures aligned with organizational risk posture.

Phase 6: IT Controlling

Ongoing cost governance, vendor performance measurement, SLA monitoring, license optimization, and continuous improvement.

Typical Deliverables

Migration + Operations Package

Migration Plan — phased approach, timeline, resource plan, risk register
Vendor Contracts — SLAs, responsibilities, escalation paths
ITILv4 Processes — documented procedures, RACI, workflows
Security Baseline — controls, policies, monitoring setup
IT Operating Model — roles, responsibilities, governance structure
Controlling Dashboard — cost tracking, SLA performance, KPIs
Runbooks — operational procedures for common tasks
Training Materials — user guides, IT team documentation

FAQ

Frequently Asked Questions

Why combine migration with ITILv4 implementation?

Migration is an opportunity to establish proper processes from the start. Implementing ITILv4 during migration ensures the new environment has sustainable operations from day one, rather than adding governance later.

What is IT controlling in this context?

IT controlling focuses on cost transparency, vendor performance measurement, SLA monitoring, and continuous optimization. It ensures IT spending delivers value and operations remain efficient over time.

How do you manage external providers during migration?

Through clear contracts with defined SLAs, regular status meetings, documented responsibilities (RACI), escalation procedures, and performance measurement against agreed deliverables.

What happens after migration is complete?

Focus shifts to operations: IT controlling, continuous improvement, security maintenance, and user support. The ITILv4 processes established during migration provide the foundation for ongoing operations.

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