UX Consultation for Application & Service Management

Merck - HCL

Company

HCL

Role

UX Consultant (UXCOE)

Year

2015

Team Size

HCL has been a key partner in helping Merck accelerate R&D and cost optimization through integrated application and infrastructure management.

As an UX consultant, i worked closely with account leadership team to identify key business objectives and goals, and determining how UX can help to achieve those objectives. Also involved in creating strategic planning on how to improve the user engagement on disruption notification and tracking, application management system, process awareness among the team etc.

Pharma ASM from HCL

The Challenge

HCL maintains around 1500 business applications. Any application disruptions can cause significant revenue loss to connected business divisions, especially if those applications are critical to the operation of those businesses.

Priority Areas
1. Application management
2. Incident management
3. Process awareness within the teams
4. Resource accessibility – Global contacts, escalation matrix etc.

The Solutions

Application Monitoring

We conceptualised and build a Application Management System, an integrated dashboard which offers real-time visibility into performance and availability for all 4 business divisions. Also this system build with automated health checks, SLA monitoring and in-depth reporting capabilities.

Application Management System

Incident Management Systems

Incident management systems can be used to track application disruptions and notify relevant stakeholders. We build tools for both pro-active measure and incident response notification on multiple platforms.

Accelerated Filing: As a proactive plan, this dashboard monitors and provide real-time visibility on server, CPU, memory, and database performance.

iMAP App: iMap mobile app, a single touch point to get alerts instantly on critical business interruptions. Push notification delivers the outage information to the right people at the right time in order to address the issue immediately.

Proactive Monitoring

Incident response mobile app with an integrated business map

Process awareness: Promoting process awareness within a team requires a proactive approach that focuses on communication, training, and feedback. We planed and executed at each level by creating a web based learning (WBT), email campaign to explain key business process and online quiz to engage and validate the understanding.

Resource accessibility: The accessibility of global contacts and an escalation matrix provide a framework for incident response that ensures incidents are addressed quickly and efficiently. We build a portal with all necessary resources to ensure everyone in the team can access it as needed.

Web based training and mailer campaign

Resource Portal

Some More at Merck

Other initiatives