Getting Started Right, Delivering With Discipline

At That’s IT, onboarding and delivery aren’t afterthoughts — they’re structured processes designed to reduce friction, establish clarity, and ensure every engagement starts and continues with clear ownership.

Whether you’re engaging us for IT support, digital delivery, advisory, or partnership services, our approach remains consistent: understand your environment, define clear responsibilities, deliver with discipline, and maintain visibility throughout.

The Onboarding Phase: Mapping the Journey

Onboarding is not an administrative task. It’s a structured discovery and setup process where we align on every detail to ensure flawless delivery from day one.

1. Kick-off & Context

  • We assign a single point of accountability — your Delivery Lead.

  • We confirm the agreed scope, outcomes, and success measures.

  • We map your key stakeholders, systems, and existing processes.

2. Technical & Operational Setup

  • We establish secure access to necessary systems with appropriate controls.

  • We integrate our service desk tools with your environment (for support engagements).

  • We document baseline configurations and current state.

3. Communication & Handover

  • We establish clear communication channels and reporting cadence.

  • We conduct team introductions and knowledge transfer sessions.

  • We finalise and socialise the support or delivery plan with all stakeholders.

Transitioning to Business-as-Usual Delivery

Once onboarding is complete, we transition to our structured delivery model. How this looks depends on your engagement:

For IT Support

  • Your service desk channel goes live.

  • Proactive monitoring and routine maintenance begin.

  • You receive your first scheduled operational report.

For Digital Delivery

  • The project moves into the active "Rebuild" phase per the agreed timeline.

  • You begin receiving regular build updates and review links.

  • A dedicated delivery manager oversees all tasks and dependencies.

For Advisory or Partner Engagements

  • Work commences against the defined statement of work.

  • Scheduled workshops, reviews, or support sessions begin.

  • A collaborative workspace is activated for documentation and tracking.

What Makes Our Onboarding Different

  • Led by a Delivery Lead: You have one named, accountable person guiding the process.

  • Checklist-Driven: We follow a comprehensive internal checklist — nothing is left to chance.

  • Documented from Day One: All configurations, agreements, and processes are recorded in your client portal.

  • Focus on Long-Term Fit: We design the operating model for stability, not just a quick start.

Governance from the Start

Onboarding establishes the initial governance framework — setting the stage for how we will review, report, and adapt. This naturally leads to our ongoing Governance & Accountability model

Ready for a Structured Start?

Begin with a conversation. We’ll outline the specific onboarding path for your chosen service.