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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) - PowerPoint PPT Presentation
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© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
August 16, 2012
Cardinal Health ChinaBreaking International Barriers
Brian Waeltz & Chris CarrEnterprise IT
© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
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Agenda
• Business case overview• Project recap• Deliverables and communication• Successes & Challenges• Q&A
© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
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
© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
Project Recap
What we deployed… …by the numbers
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
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)
© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
Deliverables & Communication
…and many others, including:
CAH China Essential News articles “Coming Soon” Posters CAH China IT Town Halls meetings Training manuals and leader guides
“It’s Here!” announcement
CAH China Get IT Help Page
© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
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
© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
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Q&A
© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.
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Thank you!