Customers can leverage the LabWare knowledge base with proven and affordable post go-live support solutions. LabWare knows that the culmination of the official integration process is only the beginning of realizing technology-enabled business value. With honed tools and methodologies, LabWare helps customers design, employ, and improve support services to accomplish their goals. In today’s environment, a successful company sees technology-enabled service as an important asset and realizes the importance of aligning its IT goals with its overarching business imperatives. Modern technology executives have been given the mandate to run IT as a service-oriented business responsible for generating business value. This need to drive the business forward makes it even more important that systems run smoothly and efficiently, making the source of ongoing support systems a vital decision.
LabWare is uniquely positioned to help our customers achieve high performance with
LabWare technology. We offer what other providers cannot:
Once a system is live, two primary processes need to be in place to ensure the system operates and develops smoothly:
- Extensive LabWare knowledge and experience- We are the LabWare experts, pure and simple.
- Business focus- Being service and results oriented allows us to help drive solutions and growth.
- Global reach- With our support centers around the world, we can "follow the sun" to serve our customers’ needs.
- A holistic approach- By combining our consulting, technology, and outsourcing capabilities, we provide a comprehensive turnkey approach that is resourced entirely by LabWare.
- Proven methodologies- Based on ITIL, our methodologies have survived the crucible of real world experience.
- The "Incident & Problem Management Process" help users resolve their incident, so they can continue with their normal business activities. Typically over 70% of incidents encountered by users can be resolved by this process. However, if the solution requires changes to the systems configuration, then the Change Control and Configuration Management Process is invoked.
The above key processes are provided by teams of people. Typically these are called Line 1, Line 2 and Line 3 teams. This structure has proved to be optimum for large mission critical systems.
- The "Change Control and Configuration Management Process" is used to develop, qualify and install system configuration changes to the production system. Typically such changes are "grouped together" into a configuration package and the production system is updated once or twice a year to minimize down time. Urgent or "break fixes" may be occasionally necessary, but are avoided. Strong validation processes are put in place to minimize the need for "urgent fixes" and the risk and disruption such changes incur.
- Line 1. Provides a general IT Help service, to resolve issues like printing, access to the network, etc. In smaller organizations, or where LIMS is the primary application for most users, this Line 1 service may be provided by the LIMS Line 2 service for the LIMS application. Larger organizations generally have an organizational wide Line 1 service.
- Line 2. Mission critical applications like LIMS and SAP require a "defined Line 2 team" that is trained on the LabWare application, business processes and procedures. The primary objective of this service is to support “business as usual” i.e. to keep the users of the system up and running as efficiently as possible. The Line 2 service team will prioritize issues so that the urgent, high value issues are dealt with quickly; enabling the business to continue to function within minimal disruption. Members of the Line 2 team may also be members of other teams, sometimes supporting other applications.
- Line 3. The vast majority of changes to the system (to the IT platform, or LabWare application) and the ongoing management and monitoring activities should be performed in a planned manner, under full change control, by the Line 3 team. Due to the wide range of services required, the Line 3 team is often split into sub-teams as follows:
- Application Service Delivery. Responsible for developing, documenting and qualifying changes to the application. These changes range from expanding the system to a new site, to changing a complex calculation in an analysis. All work is done under change control and controlled release onto the production system.
- IT operations. Responsible for the continuing operation of the IT infrastructure including database administration, routine backups, networks, servers, and performance monitoring.
- Technical/Platform Management. Responsible for making all changes to the platform - i.e. production system hardware and infrastructure, such as updates to the operating system.
- Application Management. Responsible for planning system upgrades, expansions to new sites, the long term effectiveness of the system and its future within the organisation.