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Cardinal Health China Breaking International Barriers

Cardinal Health China Breaking International Barriers. Brian Waeltz & Chris Carr Enterprise IT. Agenda. Business case overview Project recap Deliverables and communication Successes & Challenges Q&A. Business Case Overview. Current State (as of 1/1/12)

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Cardinal Health China Breaking International Barriers

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  1. Cardinal Health ChinaBreaking International Barriers Brian Waeltz & Chris Carr Enterprise IT

  2. Agenda • Business case overview • Project recap • Deliverables and communication • Successes & Challenges • Q&A

  3. Business Case Overview • Current State (as of 1/1/12) • 900+ EE’s / 30+ locations / 4 remote sales regions • Multiple entry points for IT services • No formal ticketing / tracking • No service catalog • No client self-service • Decentralized support model / immature processes • “Keep the lights on” • No OLAs / SLAs; instead an “I need it now” culture • Approach and Guiding Principles • Build ticket based society • Provide single entry point for IT services • Ensure right skills and tools to enable a focus on business expansion / application portfolio • Enable consistent measurement system (OLA / SLA) • Leverage as much “out of the box” as possible • This becomes Day 1 of on-going drive for continuous improvement

  4. Project Recap What we deployed… …by the numbers • Project team of ~15 consisted of CAH and Maryville resources • Deployed SNC in ~60 days from beginning of development activities • Trained 20+ employees and contractors • Deployed 7 service catalog items • Identified and remediated 81 defects during testing (no high or critical) • Incident Management • Problem Management • Change Management • Service Request Management • CMDB with CAH China applications and servers • Notifications in both English and Mandarin • Communication and organizational change plans

  5. Deliverables & Communication “It’s Here!” announcement CAH China Get IT Help Page • …and many others, including: • CAH China Essential News articles • “Coming Soon” Posters • CAH China IT Town Halls meetings • Training manuals and leader guides

  6. Successes & Challenges • Successes • Single entry point for IT Services • Ticket based society and tracking for core IT run processes • Implemented use of language preference for client communications • Beginning path to self-service • Client community buy-in • Improving IT compliance to ITIL processes • Implemented initial service catalog • Opportunities • Initial perception they only have time to solve problem, not log tickets • Expand end-user self-service • Fuller of implementation service catalog and workflow automation • Expand use of language translation capabilities • Use of configuration items confusing to China IT team • Implement client satisfaction • Expand OLA / SLA • Language barriers / culture / time zone

  7. Q&A

  8. Thank you!

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