Case Study – Pharmaceutical R&D and ManufacturingAbout the Client:-The client is a fully integrated healthcare company that delivers innovative biopharmaceutical solutions. From discovery to development and commericalisation, they have the defining science, cost-effective drug development capabilities and significant manufacturing capacity to move ideas to market. Leveraging India’s globally competitive cost base and exceptional scientific people resource, they are advancing their in-house R&D programs, while also providing custom and clinical research services to international pharmaceutical and biotechnology majors through their subsidiary companies. The client has rapidly developed a robust drug pipeline, led by monoclonal antibodies and several other molecules at exciting stages in the biopharmaceutical value chain. With the successful commercial launch of our first anti-cancer drug and several promising discovery partnerships in the clinic, they remain committed to scaling new heights in frontier science and achieving new milestones in affordable medicine. The organization’s IT Infrastructure includes:
Challenges faced:The client had rapidly increased their asset base within 2 years from a few hundreds to 2000 plus desktops, with a substantial increase in the user base. The manual process of recording the incidents & Assets was tedious and time consuming and manual intervention required in the asset information changes was a big challenge. While a centralized service desk, to handle the entire group IT requirements, existed the lack of a tool hampered their operations heavily. IT Team was stretched to meet the growing user demands and keep track and control of the IT Assets. The IT team had been working on a solution to overcome this situation and wanted to deploy a tool to meet the challenges. The major challenges to the business are;
The Need:The IT Department had decided to implement a Helpdesk Tool that addresses the business needs, thereby providing an increased Quality of Service to the users. The critical features that the business demands from the tool are;
Solution proposed:The client had proposed to compare & evaluate various tools to achieve their goal. Precision’s relationship with the client and our foot prints on ITSM had leveraged the customer to quickly call us for the requirement. Precision had a discussion with the high level team & IT functionaries and suggested InsTILTM Xpress Multi-company version to satisfy their needs. A product feature presentation was done based on the customer requirements. Solution offered:Based on the presentation, client requested to have an evaluation of the product. After deploying InsTIL, all the assets were captured according to the network design, comprising multiple network segments. With the agent less discovery technology used, asset capturing and recording became easier and completed in a few days of implementation. The IT team was pleasantly surprised to see the entire asset information captured within few hours, which took months for them to do it manually. The asset information changes had been automated through schedule network scan feature, which will scan the assets to compare and capture the information changes of all the assets, during the schedule created. This eliminates the manual intervention required and time spent for the operation. Also all inventory details and location details had been captured in a csv file and imported to the database. As the clients 80% of the current assets had been under the warranty support, most of their calls had to be logged to the vendors for in-warranty support. The vendor management offered them the ability to create the multiple vendor databases and manage them. Vendor SLA’s were created and enabled. The warranty reminders were automated and pose as no major headache for the IT team for renewal. A multi-company support option enabled the client to create child companies for their subsidiaries and each branch organization would logon to their respective companies to log the incidents. This facilitated the client to host the tool as a centralized application, across the entire group operations. Benefits to the client:After implementing the tool, the organization begun realizing the benefits it offered. The asset management with agent less discovery feature was a major benefit, as it really reduced the maximum time spent by the technicians in asset capturing, thanks to the Auto Discovery feature. Also their productive time is now spent on incident resolution and further improvements to the User experience. With information available instantly and with different views decision making has become easier which has translated to productivity increase and improved user satisfaction. The major benefits the customer derived from the tool were;
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Products: InsTIL Asset | InsTIL Incident & Incident Plus | InsTIL Configuration Management | InsTIL Change Management
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