From curveballs to coffee-fuelled coordination, the Service Transition Team lifted the lid on how they bring new services to life and what’s next for the future of transition in DWP.
Inside DWP’s Service Transition team
Ever wonder who’s behind the scenes making sure DWP’s new or improved services go-live without a hitch? Who really keeps everything running smoothly when change happens? Spoiler alert – it’s us!
Recently, our Service Transition Team hosted a Lunch and Learn session for itSMF UK via video call, and what a session it was! From planning the slides and picking examples to rehearsing and tweaking content, every part was about bringing Service Transition to life, even through a screen.
We had people joining from all over, both inside and outside DWP, and it was brilliant to see so much curiosity and enthusiasm on the call. The session became a conversation rather than a one-way presentation, as people asked questions, shared experiences, and got a clear view of what Service Transition really looks like in action, all from the comfort of their own desks. It’s not every day you get to share what goes on behind the curtain and explain how much planning, teamwork, and problem solving it takes to make changes happen smoothly.
Bringing the presentation to life
Before the call, the prep was intense, in a fun and collaborative way! Brainstorming sessions got a little enthusiastic at times.
With four team members working on the slides, each slide initially had its own unique style, giving the deck a ‘patchwork quilt of brilliance’ vibe. We realised we needed to streamline the design, so the deck flowed smoothly and looked cohesive. During rehearsals, one team member forgot to add their speaker notes and ended up blanking on what to say mid-slide. Cue some quick thinking and improvisation, we pulled through and carried on without missing a beat.
Our goals were to show not just what Service Transition is, but how we do it at DWP, our connection with Service Design, tools we use, and a glimpse into the future of the function. We even included careers in Service Transition and why it’s a brilliant area to grow in.
It wasn’t just about process – it was about people, teamwork, and impact.
Showtime (virtually!)
When the day came, we were a mix of excitement and nervousness. How do you present behind-the-scenes work to a room full of experts and curious minds – all through video?
And here’s where the first real-life ‘curveball’ hit. Three of us were in one conference room and the fourth joined from home. When we tried to connect the laptop in the conference room to the video call, neither the camera nor the speakers worked at first. Thankfully, we arrived 10 minutes early which gave us just enough time to troubleshoot and get everything up and running before the session officially started. A little reminder that even the smoothest presentations need a bit of early prep!
Once connected, the nerves disappeared, and we were on fire!
To keep the session interactive, we incorporated polls and invited attendees to add their answers in the chat. It was brilliant to see people engaging and sharing their thoughts, it made the session feel much more like a conversation that a one-way presentation.
The audience was fully engaged, the questions were thoughtful, and there was a real buzz as we talked through everything we are involved in. We also highlighted AI and automation, internal programmes like DEEP and ISOP, Governance, Risk and Compliance (GRC) in ServiceNow, other alternative Service Transition Assessment tools, and how we use tools like Power BI and ServiceNow to visually represent our work.
By the end, it wasn’t just a presentation, it was a proper conversation, despite being delivered online.
And the feedback? Absolutely brilliant!
Attendees told us they’d never realised how much goes into Service Transition, or how central it is to keeping services running smoothly. Many shared their own work experiences in Service Transition and reflected on how our lessons and examples could be applied to their own jobs, from handling unexpected curveballs to using tools more effectively. Some said the session helped them see how their own work connects to ours.
Hearing that the relaxed, interactive style of the session worked so well, even virtually, made all the prep worthwhile.
Why sessions like this matter
This Lunch and Learn reminded us why sharing our work is so valuable. It’s not just about showing off what we do, it’s about building understanding, connecting with others, and celebrating the people who make change happen behind the scenes.
It also reinforced the values of community. Connecting with itSMF networks and colleagues across DWP helps us learn, share, and continuously improve.
And the best part? This is only just the beginning
Following the session’s success, we have been collaborating with itSMF and DWP to launch a dedicated Service Transition Forum, a space for ongoing discussion, sharing best practice, and exploring ways to make transitions even better.
Meet the team!
We might be a small team, but we pack a punch! Between us, we’ve got backgrounds in tech, delivery, operations, and service management, so we bring a mix of perspectives to every project.
We tackle the tricky stuff, celebrate the wins, and support each other when the pace picks up. At our core, we’re just people who love making things work and having caffeine-fuelled fun while doing it.
Closing thoughts
Putting together this virtual Lunch and Learn was a real team effort, full of laughs, late edits, and those satisfying ‘aha!’ moments when everything clicked.
We learnt as much from creating and delivering it as the audience did from watching it online. The positive feedback reminded us why we loved what we do, bring people together, building understanding, and making change work better.
If you’ve ever been curious about how all those moving parts of change come together, ever wondered what it takes to make it all work behind the scenes? That’s where we step in. And we’re always happy to chat about it, preferably over a good cuppa and a biscuit or two.
Because at the end of the day, change works best when we do it together.
Further information:
Presentation Link: ITSMF_Service_Transition_Lu.pptx
Recording of Lunch and Learn: Online Member Event – Service Transition Lunch & Learn – 14 October 2025
There is also a dedicated forum for Service Design: Events Calendar – Community of Practice: Service Design – itSMF UK
DWP Service Transition Team
The DWP team are Rachel Roper, Fabiana Lombardi-Barron, Phill McClure and Hasanath Ullah.