Global Dental Healthcare Company Transitions to a Future-Ready IT Service Ecosystem

One of the world’s leading dental healthcare companies needed to transition an end-to-end IT program supporting its global operations, without disrupting business continuity. To support scale, cost efficiency, and long-term digital ambition, the company selected Hitachi Digital Services to deliver managed services across hundreds of applications, including SAP and Oracle, as well as infrastructure, end user services, data, and security operations. 

This was more than a handoff. It required coordination across geographies, functions, and service tracks. Customer leaders, subject matter experts, operational teams, and Hitachi Digital Services worked as one team to align decisions, manage risk, and keep momentum high. 

Hitachi Digital Services led the transition using a structured “Start Right” approach, creating clarity from day one. The program combined disciplined planning, experienced delivery leadership, and close collaboration between the customer and HDS teams. 

Over four months, 115 customer professionals, including leaders, subject matter experts, and operational teams, traveled from the U.S. and Europe to the HDS delivery center in Hyderabad, India. Together, the teams ran workshops, design sessions, and planning discussions that turned complexity into coordinated execution. 

The transition was supported by: 

• A clear Statement of Work aligned to outcomes  

• Seamless sales-to-delivery knowledge transfer  

• Rebadging of key personnel to protect continuity  

• Handpicked consultants and subject matter experts  

• Joint governance and stakeholder mapping  

• Monthly steering reviews and regular progress reporting  

HDS leadership also empowered the delivery team to make quick, independent decisions during critical moments, strengthening agility, accountability, and customer focus. 

The program successfully transitioned into steady-state operations, with all major service tracks completed on schedule and tracked through the internal Transition Dashboard. 

Key outcomes included: 

• Field services dispatch completed all site visits  

• Service Desk went live with Japanese and Mandarin language support  

• Infrastructure, Network Operations Center, End User Computing, ISO, Business Intelligence and Analytics, Customer Relationship Management, Digital, Enterprise Resource Planning, and Obligation Management transitioned successfully and on schedule  

• IT Service Management implementation completed successfully  

• The program continued to run smoothly through stabilization  

Beyond the milestones, the engagement built trust. What began as a complex IT transition evolved into a model of shared ownership, transparency, and global collaboration.