1. Service Desk and it's role in a major Platform Change HDI Delaware Valley Chapter David Peltzman, VP IT End User Services, PCSS

2. Agenda Intro The Change –Information Workplace –Fiberlink –IE 8 Service Desk Questions

3. GlaxoSmithKline Our mission is to improve the quality of human life by enabling people to do more, feel better and live longer We are a research-based pharmaceutical company We are committed to tackling the three "priority" diseases identified by the World Health Organization: HIV/AIDS, tuberculosis and malaria Our business employs around 99,000 people in over 100 countries We make almost four billion packs of medicines and healthcare products every year Over 15,000 people work in our research teams to discover new medicines We screen about 65 million compounds every year in our search for new medicines We supply one quarter of the world's vaccines and by the end of February 2009 we had more than 20 vaccines in clinical development

4. Context and Problem Why initiate a change program: –End user dissatisfaction “…performance, reliability & stability must be improved.” “...the amount of information, and finding it, is overwhelming.” “…need for access to information from anywhere, at any time.” –Current platform and toolset obsolescence –Application and Services integration complexities –Limited support for externalisation –Increasing custom solutions and related ongoing support –Inflexible cost and delivery model –Lack of desired current tools/features (re: wiki, RSS, Blog, Social Computing, etc.) –Limited Mobile Support

5. Context and Problem Context of chosen solution: –Migration to BPOS-D Standard Environment Necessary Active Directory and network upgrades Standard Email Preservation service –Email/data Migration and Deployment –Training and communications –Enable External Access (enable the “Virtual Enterprise”) –Integrate GSK Specific Solutions Intranet redesign & team and task management tool replacement Dedicated environment to host legacy Notes applications Remediation and integration for impacted applications –Upgrade to Microsoft Office 2007 –Integration with GSK helpdesk and support

6. The Change Remote Access Service Litigation Hold / Email Retention Mail/Calendar Instant Messaging Team & Task Management Portal Active Directory Unified Communications Microsoft Outlook / Exchange 2007 Microsoft Office Communications Server 2007 / Live Meeting Microsoft Office SharePoint Server 2007 Lotus Notes/Domino Lotus Sametime GSK Connectware /Lotus Quickplace GSK Connectware /Lotus Quickplace BEA Microsoft Office SharePoint Server 2007 Office Productivity Tools Internal & External Domain - Native Mode W2K3 Microsoft Office Communications Server 2007 PastToday Mixed Mode None Microsoft Office XP Microsoft Office XP Microsoft Office 2007 Core Additional Considerations GSK Custom Notes / Documentum GSK Custom Notes / Documentum ProofPoint iPass Fiberlink

7. The Change Browser Desktop Operating System Video Internet Explorer 8 Windows 7 Extensive desktop video Internet Explorer6 Windows XP No Desktop Limited VTC Rooms No Desktop Limited VTC Rooms PastComing Core

8. Service Desk Outsourced service –Global Service Desk Ajilon hosted out of Montreal Multiple languages, approximately 120 analysts –Field Response Center Ajilon hosted in RTP, approximately 20 analyst –Europe Help Desk Computacenter hosted in Barcelona, approximately 40 analyst Multiple European Languages, focused on sales support

9. Strategy Use vendor solution as much as possible –Limit customizations Involve Support team early Involve all our support vendors in the change program Research what best expectation Prepare organization, IT Leadership that support will be impacted Create a Business Change Management team as part of the overall change project (not just focus on the technical change). Ramp up analyst, get service desk as part of pilots Focus on Just-In-Time training