Every IT company has faced it. Someone leaves, and half the critical knowledge walks out the door with them. Passwords in their head. Quirks of client systems they never documented. Relationships they never introduced colleagues to. Handovers are where most IT practices fail.
We've built handover into our daily operations, not as a departure event. Shared documentation. Pair work on complex systems. Regular rotation of primary contacts. The goal is that any of us can pick up any client at any time. Redundancy isn't about distrust. It's about resilience.
