The R&D informatics group (an organization within IT responsible for serving global scientific users) of a global biotechnology company wanted to improve application support and maintenance offered to its business customers while conforming to Information Technology Infrastructure Library (ITIL) V3 guidelines.
We worked with the group’s resources to design a new organizational structure for the application support and maintenance function. In addition, the support and maintenance processes were re-engineered to better serve the business customers. Our team introduced a support tiering structure, labeling applications within three categories of level of support. Finally, we developed an implementation plan to guide the implementation of the new model.
Our proposed process for the support and maintenance function was ITIL compliant while also meeting business objectives related to application support. The new organizational structure, governance, and processes provided the group’s business users with enhanced clarity, transparency, and service levels.