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Lab IT Support Model

Lab IT Support Model. In-House Support vs. Partnered Vendor Alliance. Rajiv Yoganathan – Pfizer Debra Kassabian - Novartis. What is Lab IT Support?. Lab IT Support can be defined as helping scientists with: Engaging in IT technical support for all Lab computing assets.

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Lab IT Support Model

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  1. Lab IT Support Model In-House Support vs. Partnered Vendor Alliance Rajiv Yoganathan – Pfizer Debra Kassabian - Novartis

  2. What is Lab IT Support? • Lab IT Support can be defined as helping scientists with: • Engaging in IT technical support for all Lab computing assets. • Delivering hardware and software maintenance for the lab computing environment. • Maintaining and Controlling the Lab IT network and security platforms. • Providing assistance on decisions dealing with software and hardware for Lab Instrumentation computing. • Recommending solutions for managing Lab Data – Raw and Analytical data. • Performing integration with lab software and modern operating systems. • Working with vendors on Lab IT decision making and implementation. • Rolling out new and upgraded technologies to keep the Lab IT platforms up to date with current standards. • Offering resource and technical help for any Scientific Projects that require IT assistance.

  3. In-House Support – Keeping all your Lab IT Support resources, services, and responsibilities within the company. Each employee within the group is defined a set of responsibilities but the scope can be expanded based on the needs. Partnered Vendor Alliance – Establishing a contractual relationship with a specific vendor to assist in Lab IT support. The vendor can be setup to provision basic tasks all the way up to project implementation

  4. What is your current model? What is working well and what are some of the challenges you have?

  5. What topics to consider when deciding on which support model to choose? Cost Management Knowledge Management Life Cycle Organization of Team Working with other IS Teams Training How Scientists get help? Control Relationship with Business License Tracking Measurement

  6. In-House Support: Positive Trends • Embedded with the Business • Career Path • Loyalty to the Company • Ownership • Control over Resources • Vendor Alliance • Trust Relationship with • Scientists

  7. Partnered Vendor Alliance: Positive Trends • Cost Management • Defined Service Level Agreements • Knowledge Management • Lower Training Costs • Faster Process of Scaling Up and Down Resources

  8. Examples of Limitations • In-House Support • Tasks become Repetitive • Higher Costs \ Expenses • Develop own training and knowledge base solutions • Access to support resources and support network external to the company • No defined time on resolutions • Partnered Vendor • Attrition • Relationships with scientists and vendors • Lack of control • Costs of Re-training by colleagues • Institutional knowledge • Not directly aligned with the business and goals

  9. Focus on 2 Limitations for In-House Support: Issues: Recommendations:

  10. Focus on 2 Limitations for Partnered Vendor Support: Issues: Recommendations:

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