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Service Desk and it's role in a major Platform C hange

Service Desk and it's role in a major Platform C hange. HDI Delaware Valley Chapter David Peltzman, VP IT End User Services, PCSS. Agenda. Intro The Change Information Workplace Fiberlink IE 8 Service Desk Questions. GlaxoSmithKline.

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Service Desk and it's role in a major Platform C hange

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  1. Service Desk and it's role in a major Platform Change HDI Delaware Valley Chapter David Peltzman, VP IT End User Services, PCSS

  2. Agenda • Intro • The Change • Information Workplace • Fiberlink • IE 8 • Service Desk • Questions

  3. GlaxoSmithKline • Our mission is to improve the quality of human life by enabling people to do more, feel better and live longer • We are a research-based pharmaceutical company • We are committed to tackling the three "priority" diseases identified by the World Health Organization: HIV/AIDS, tuberculosis and malaria • Our business employs around 99,000 people in over 100 countries • We make almost four billion packs of medicines and healthcare products every year • Over 15,000 people work in our research teams to discover new medicines • We screen about 65 million compounds every year in our search for new medicines • We supply one quarter of the world's vaccines and by the end of February 2009 we had more than 20 vaccines in clinical development

  4. Context and Problem • Why initiate a change program: • End user dissatisfaction • “…performance, reliability & stability must be improved.” • “...the amount of information, and finding it, is overwhelming.” • “…need for access to information from anywhere, at any time.” • Current platform and toolset obsolescence • Application and Services integration complexities • Limited support for externalisation • Increasing custom solutions and related ongoing support • Inflexible cost and delivery model • Lack of desired current tools/features (re: wiki, RSS, Blog, Social Computing, etc.) • Limited Mobile Support

  5. Context and Problem • Context of chosen solution: • Migration to BPOS-D Standard Environment • Necessary Active Directory and network upgrades • Standard Email Preservation service • Email/data Migration and Deployment • Training and communications • Enable External Access (enable the “Virtual Enterprise”) • Integrate GSK Specific Solutions • Intranet redesign & team and task management tool replacement • Dedicated environment to host legacy Notes applications • Remediation and integration for impacted applications • Upgrade to Microsoft Office 2007 • Integration with GSK helpdesk and support

  6. The Change Past Today Core Microsoft Outlook / Exchange 2007 Mail/Calendar Microsoft Office Communications Server 2007 / Live Meeting Instant Messaging Microsoft Office SharePoint Server 2007 Team & Task Management Microsoft Office SharePoint Server 2007 Portal Additional Considerations GSK Custom Notes / Documentum ProofPoint Litigation Hold / Email Retention Mixed Mode Internal & External Domain - Native Mode W2K3 Active Directory None Microsoft Office Communications Server 2007 Unified Communications Microsoft Office 2007 Microsoft Office XP Office Productivity Tools Lotus Notes/Domino Lotus Sametime GSK Connectware /Lotus Quickplace BEA iPass Fiberlink Remote Access Service

  7. The Change Past Coming Core Internet Explorer 8 Browser Windows 7 Desktop Operating System Extensive desktop video Video Internet Explorer 6 Windows XP No Desktop Limited VTC Rooms

  8. Service Desk • Outsourced service • Global Service Desk • Ajilon hosted out of Montreal • Multiple languages, approximately 120 analysts • Field Response Center • Ajilon hosted in RTP, approximately 20 analyst • Europe Help Desk • Computacenter hosted in Barcelona, approximately 40 analyst • Multiple European Languages, focused on sales support

  9. Strategy • Use vendor solution as much as possible • Limit customizations • Involve Support team early • Involve all our support vendors in the change program • Research what best expectation • Prepare organization, IT Leadership that support will be impacted • Create a Business Change Management team as part of the overall change project (not just focus on the technical change). • Ramp up analyst, get service desk as part of pilots • Focus on Just-In-Time training

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