Cell Therapy Biotechnology Company ITSM Implementation
Challenge
A cell therapy biotechnology client recognized a critical need to overhaul its IT operations, where disjointed processes and systems across various service areas had become a significant challenge to predictable and consistent service deliver as well as work transparency.
Prioritizing the implementation of a scalable IT Service Management (ITSM) Program, they aimed to address the undefined operational processes and enhance their technology to deliver actionable insights.
Our client is committed to realizing the potential of regenerative medicine to help patients suffering from disease by developing new and impactful cellular therapies.
Expectations
The client established a list of project expectations prior to partering with Osprey Life Sciences. These included:
Define process for priority ITSM topics: Service Requests, Incident, Asset & Change Management.
Select and implement a technology solution that enables delivery of future state processes.
Implement the selected ITSM solution in phases focusing on socialization and acceptance.
Once established, expand the ITSM discipline and platform to non-IT business areas.
- Completed initial phases of the program on time and on budget.
- Established operational ITSM Processes and created the playbook to onboard new services and business areas.
- Scoped and planned future phases.
Osprey supported the client with experience ITSM project leadership. Coordinating compliance, IT staff, and vendor consultants to develop a plan, budget, and timeline to meet organizational objectives and expectations.
This plan included workshops to define integrated ITIL compliant operational processes, the development of a full life cycle plan to deliver the technology to implement and socialize the new program, and the ongoing leadership and tactical management to ensure the project remained on track.
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