With over 500 employees in the US, the European Union and Canada, requiring IT support, Axcan Pharma decided to evaluate the activities/services of its outsourced IT support provider. Emtec’s subsidiary, KOAN-IT, was chosen to construct an analysis of Axcan’s IT needs, the services their IT outsourcer provided, and then create a roadmap with specific recommendations for development of an IT improvement plan moving forward.
KOAN-IT developed a value chain model for Axcan’s IT infrastructure which provides a roadmap to identify areas that Axcan would like to improve upon. The process provided the company with a forward looking vision into its future business objectives and enabled them to adjust services while identifying the resource/cost changes associated with those adjustments. VBM techniques ensure that IT investments are being allocated in the right areas to bring the most value to the business.
Jean Morin, senior director of IT and solutions at Axcan, said: “As our company continues to expand, we wanted to strategically assess and measure all of our IT components, specifically time to resolution. We selected Emtec (KOAN-IT) to create a customized framework that would identify and detail our IT services and measure the value of our current offerings. By the end of the process we nearly doubled our service catalog, documented expected service levels and are now able to measure performance/time to resolution. We have become more proactive instead of reactive.
“Emtec (KOAN-IT) is helping us realize our strategic plan- To evolve our IT division from someone who just delivers PCs or support to an integral part of organization bringing solutions and strategies that truly accelerate corporate strategy and goals. We are changing the value of IT to our organization.”
Renee-Claude Lafontaine, IT strategic value consultant at KOAN-IT, said: “Given our in-depth knowledge and highly trained professional team, we were able to implement an innovative service that can assess an organization’s current services and map them to future business objectives. By understanding the demand-for-value that is consumed by the organization, and how on-going IT activities and initiatives are contributing to the delivery or improvement of that value, IT managers and executive staff are empowered with real data to make decisions and no longer need to rely on instinct and intuition.”