The client is a world leading biomedical research institution which brought together the best of a number of previous institutions into a single state of the art research facility in 2016. In readiness for the 2016 launch, the client needed to have a suitable IT function in place able to support the technology needs of research scientists and facilities which complex needs
We defined the new IT support operating model and then helped get the right team, processes and tooling in place in time for go live. This included the rollout of new IT Service Management solution and supporting ITIL based processes. To ensure we fully understood the complex needs of the user base we ran workshops with end users and did regular visits to client labs (including in the new building which was still under construction) to fully understand the intricacies such as quarantine zones. We talked through the support model with end users and tailored the engagement model with them on what they felt would be the most effective.
The IT support function was in place on time for the go-live, with appropriate knowledge and tools to support the end users.