Service Desk and it's role in a major Platform Change

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

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

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

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

The Change

Remote Access Service

Litigation Hold / Email Retention

Mail/Calendar

Instant Messaging

Team & Task Management

Portal

Active Directory

Unified Communications

Microsoft Outlook / Exchange 2007

Microsoft Office Communications Server 2007 / Live Meeting

Microsoft Office SharePoint Server 2007

Lotus Notes/Domino Lotus Notes/Domino

Lotus SametimeLotus Sametime

GSK Connectware /Lotus Quickplace GSK Connectware /Lotus Quickplace

BEABEAMicrosoft Office SharePoint Server 2007

Office Productivity Tools

Internal & External Domain - Native Mode W2K3

Internal & External Domain - Native Mode W2K3

Microsoft Office Communications Server 2007

Microsoft Office Communications Server 2007

Past Today

Mixed ModeMixed Mode

NoneNone

Microsoft Office XPMicrosoft Office XP Microsoft Office 2007Microsoft Office 2007

Core

Additional ConsiderationsGSK CustomNotes / Documentum GSK CustomNotes / Documentum ProofPoint ProofPoint

iPassiPass FiberlinkFiberlink

The Change

Browser

Desktop Operating System

Video

Internet Explorer 8

Windows 7

Extensive desktop video

Internet Explorer 6Internet Explorer 6

Windows XPWindows XP

No DesktopLimited VTC RoomsNo DesktopLimited VTC Rooms

Past ComingCore

Service Desk

Outsourced service– Global Service Desk

Ajilon hosted out of Montreal

Multiple languages, approximately 120 analysts

– Field Response CenterAjilon hosted in RTP, approximately 20 analyst

– Europe Help DeskComputacenter hosted in Barcelona, approximately 40 analyst

Multiple European Languages, focused on sales support

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