About the client
A global pharmaceutical company headquartered in Switzerland and operating since 1872. The company specializes in iron deficiency and iron-deficiency anaemia therapies and has a growing presence in nephrology.
The challange
The client needed a new vendor to support all company’s applications and systems. The support of the previous vendor was insufficient and expensive, therefore the client was looking for a reliable partner to take over the managed service in the area of ServiceNow Support (L2/L3).
What we did
- Carried out a knowledge transfer from the previous vendor
- Started providing support services in the area of ticket management (Requests and Incidents), maintenance of MiDServer, and regular patching on ServiceNow
- Performed periodic tasks on Trackwise
- Participated in the internal audit as AM/IT
- Managed GXP changes and updated applications logs
- Coordinated calls with externals for the projects
- Governed meetings agreed between parties in operations.
Benefits for the client
- Saving time and money, thanks to the cooperation with a cost-effective and reliable partner
- Managing the ticketing queue in accordance with the established SLA/KPI
- Fixed price and flexible approach to pricing and the implementation of small changes or new projects
- Quick implementation of changes and upgrades on the ServiceNow platform on a short notice
- Standby help in almost all IT areas (One-Stop-Shop)
