Global Healthcare Company Specializing in Pharmaceuticals and Diagnostics
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Overview
The client is a leading global healthcare company with a revenue of CHF 64.5 billion and a workforce of around 100,000 employees spread across more than 100 countries. Known for its innovative contributions to pharmaceuticals and diagnostics, the company is instrumental in tackling significant health issues globally and influencing the future of the medical field.
Challenges Faced
- Ticket Backlog Impacting Business Functionality: A backlog of 238 tickets is leading to delayed implementation of essential business functionalities.
- Development Team Struggling to Meet Sprint Velocity: The development team isn’t able to meet the agreed velocity of 130 points per sprint.
- Complex IT Environment Concerns: Roche’s global operations demand a robust IT infrastructure to assist diverse business units and meet regulatory compliance.
- Improving Employee Experience: The client strives to enhance the user experience for its 100,000 employees, guaranteeing quick and efficient access to IT and HR services.
Innovate. Lead. Succeed
Our Approach
Backlog Assessment and Team Size Validation
Conducted a thorough analysis of the existing backlog, identifying redundant tickets, assessing volumes, and reviewing trends to reduce backlog and validate team size.
SOP Creation and Automation for Recurring Challenges
Developed SOPs and explored automation solutions to address recurring challenges and simplify ticket resolution.
Upgrade to Rome Release
Successfully upgraded to the Rome release, ensuring system improvements and optimizations.
Incident/Problem/Service Request Resolution
Efficiently resolved incidents, problems, and service requests across ITSM, ITBM, HRSD, and Portal processes to guarantee smooth operations.
Technical Design Implementation
Implemented key improvements in ITSM, ITBM, HRSD, and Portal, including Incident, Problem, Change, Demand, Project, and Resource features. Prepared technical designs in line with the company’s best practices, created Proof of Concepts for critical needs, and conducted implementation, testing, documentation, and support handover.
Results Delivered
- Backlog Reduction: Successfully reduced the backlog by 60% in 4 months.
- Reduction in Maintenance Costs: Achieved a 50% reduction in maintenance costs through an optimized Right shore model.
- Optimized Team Structure: Established an optimal team structure with a balanced mix of business analysts, ServiceNow architects, and developers.
- Real-Time Reporting for Portfolio Meetings: Allowed for real-time reporting of pipeline demands and project expenditure during portfolio meetings.
- Fast Onboarding for Business Objectives: Simplified onboarding processes to ensure swift delivery of business objectives.
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