Wyeth, a pharmaceutical company, was reviewing its processes for alignment with regulatory requirements and adopted ITIL for this purpose. In particular it needed to demonstrate evidence of traceability of technical change as part of quality assurance and governance underpinning pharmaceutical practice.
T2CONSULTING worked closely with IT management to define a suitable technical change management process. In the first instance this was paper-based - a pragmatic approach to ensure that the process was fully embedded and refined before attempting to specify automation tool configuration requirements.
T2CONSULTING developed a training course for all staff involved in the process, including project managers, infrastructure and software technicians, support staff and line managers, and trained approximately 45 staff. Training materials were embedded in induction training for new starters. T2CONSULTING took responsibility for all aspects of the process in its development phase, including arranging weekly change advisory boards (CAB), collating the agenda, chairing the meeting and producing the minutes, until roles were handed over to company managers.
T2CONSULTING prepared all process documentation for review and sign off.
T2CONSULTING maintained a supporting role until managers were fully confident in running the process.
In addition T2CONSULTING helped to improve incident management and service desk processes, and contributed to the development of data centre security procedures.