Integrify
Case Studies
Streamlining IT Request Processes: A Case Study on GlaxoSmithKline's Use of Integrify
Overview
Streamlining IT Request Processes: A Case Study on GlaxoSmithKline's Use of IntegrifyIntegrify |
Automation & Control - Human Machine Interface (HMI) Sensors - GPS | |
Cement Equipment & Machinery | |
Human Resources Product Research & Development | |
Inventory Management Time Sensitive Networking | |
System Integration Training | |
Operational Impact
The implementation of Integrify brought about significant operational improvements for GSK. One of the most immediate benefits was providing a simple, universal interface to users, vastly improving the user experience. The system also enabled GSK to handle requests more efficiently, with automatic routing of requests to locations where IT team members were available. This eliminated the need for dispatchers who previously determined which IT team or approvers should be notified. The time savings were significant, with a notable reduction in request fulfillment time. GSK was also able to more effectively assign staff, re-purposing eight employees to more productive roles within the company. Once the daily user experience had been improved, the IT team was able to focus on long-term issues such as service management and more analytics on the back end. | |
Quantitative Benefit
Development time for service dropped by 77 percent and costs were cut 96 percent, reducing the average interface development time from three weeks to four days. | |
Number of requests processed increased from 2,000 in April 2004 to almost 16,000 each month. | |
90 percent of a particular request type were fulfilled in just eight days, compared to 13 days previously. | |