© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

August 16, 2012

Cardinal Health ChinaBreaking International Barriers

Brian Waeltz & Chris CarrEnterprise IT

© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

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Agenda

• Business case overview• Project recap• Deliverables and communication• Successes & Challenges• Q&A

© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

Business Case Overview

• Current State (as of 1/1/12)

– 900+ EE’s / 30+ locations / 4 remote sales regions

– Multiple entry points for IT services

– No formal ticketing / tracking– No service catalog– No client self-service– Decentralized support

model / immature processes– “Keep the lights on”– No OLAs / SLAs; instead an

“I need it now” culture

• Approach and Guiding Principles– Build ticket based society– Provide single entry point for IT

services– Ensure right skills and tools to

enable a focus on business expansion / application portfolio

– Enable consistent measurement system (OLA / SLA)

– Leverage as much “out of the box” as possible

– This becomes Day 1 of on-going drive for continuous improvement

© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

Project Recap

What we deployed… …by the numbers

Incident Management

Problem Management

Change Management

Service Request Management

CMDB with CAH China

applications and servers

Notifications in both English and

Mandarin

Communication and organizational

change plans

Project team of ~15 consisted of

CAH and Maryville resources Deployed SNC in ~60 days from

beginning of development activities

Trained 20+ employees and

contractors

Deployed 7 service catalog items Identified and remediated 81

defects during testing (no high or

critical)

© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

Deliverables & Communication

…and many others, including:

CAH China Essential News articles “Coming Soon” Posters CAH China IT Town Halls meetings Training manuals and leader guides

“It’s Here!” announcement

CAH China Get IT Help Page

© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

Successes & Challenges

• Successes– Single entry point for IT

Services– Ticket based society and

tracking for core IT run processes

– Implemented use of language preference for client communications

– Beginning path to self-service– Client community buy-in– Improving IT compliance to ITIL

processes– Implemented initial service

catalog

• Opportunities– Initial perception they only have

time to solve problem, not log tickets

– Expand end-user self-service– Fuller of implementation service

catalog and workflow automation– Expand use of language translation

capabilities– Use of configuration items

confusing to China IT team– Implement client satisfaction– Expand OLA / SLA– Language barriers / culture / time

zone

© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

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Q&A

© Copyright 2012, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health. All other marks are the property of their respective owners.

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Thank you!