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A large pharmaceutical company (referred to hereafter as the client), a subsidiary of a large multinational conglomerate, was having problems bringing together all of the components of their distributed IS infrastructure. The client was facing several IT initiatives to implement with limited resourcing, funding and time. As is the case with many subsidiaries, this client was faced with the challenge of integrating their own internal procedures with the parent company's corporate wide out-sourcing vendor. Although in this case those issues had manifested themselves before and after the acquisition, they still played a part in the inconsistency that was at the root cause of some of the system failures and confusion. After several attempts to more fully coalesce the different individual and corporate components of their IS department, the pharmaceutical company decided to try an Out-tasking solution with a company (CoreTech) that had previously demonstrated excellence in a resourcing capacity. Providing Stability Due to continuing issues with the client's LAN and WAN network and general dissatisfaction with the operation of their internal Help Desk, the client was involved in an RFP process to improve both functions. After several strategy sessions and general discussions CoreTech presented a proposal to fix and manage the Network problems as well as run the Help Desk entirely. The client was relieved of budgetary and resource concerns and granted CoreTech the contract. As an outcome of these first steps a WIN 95 migration was successfully completed along with a revamping of their Global Network Strategy and a reformation of the Help Desk. Eventually CoreTech was able to provide the stability and management for the most troubled aspects of the client’s IT infrastructure. This stability was the foundation that allowed their IS department to gain more control over the other systems and resources that were in a constant state of repair or replacement. This out-tasking of responsibilities became the most efficient and cost effective method of operation for the client and eventually led to a more proactively organized operational capacity. A Professional Decision CoreTech’s unique set of capabilities and the solutions that they can provide are spread out among four flexible engagement models (Project, Resourcing, Out-tasking, and Knowledge Transfer); it was this specific and purposeful organization that allowed CoreTech to partner effectively with the client. The client made it abundantly clear that their decision to hand over so much responsibility to CoreTech came down to a demonstrated professionalism and the following three specific factors:
Creating Solutions This plan included taking over the daily processes in running and planning for the future of the network. It also necessitated providing a highly skilled and experienced Network Manager to oversee these duties on a full time basis. The Help Desk was revamped and placed under CoreTech management. Resourcing needs were then filled for the Help Desk by personnel either provided or procured by CoreTech. In general CoreTech proposed handing over the management and operation of those areas of IT infrastructure that were causing the most problems due to a lack of resources, time and money. The road map for this transition was outlined in a detailed plan broken out into specific proposals for each separate area of concern. What was attractive to the customer was that although these proposals were separate and distinct they were written with the entire organization and interconnectivity of the client’s IT efforts in mind. In an effort to build on the added functionality of the recent migration, and a new network architecture, CoreTech leveraged their knowledge of the client’s environment to improve the dynamics and efficiency of the upgraded system and infrastructure. An Ongoing Success Story
Currently CoreTech’s Out-Tasking team is directing the following components of the client’s IT infrastructure:
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