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Managing system changes safely and efficiently
Controlling changes in a highly sophisticated computer system is a complex and safety-critical task. Errors that occur during the implementation of new developments and modifications or when carrying out maintenance work can result in expensive downtimes.
In the pharmaceuticals industry, drug safety and hence, the lives of patients may even be affected.
Against this backdrop, Fresenius Netcare and SAP AG teamed up to further develop the platform of the SAP Solution Manager. In a first step, the Solution Manager Help Desk, a tool that is employed worldwide for SAP support and used to process customer requests in a fast, user-friendly and transparent manner, was improved continuously in 2003. The Change Management Server was then developed within the framework of a joint pilot project and launched on the market. This component guarantees the safe transport of new or modified programs/configurations and optimises all the necessary control and enable processes.
Operating as an IT provider in the pharma environment, Fresenius Netcare can apply its special change management know-how in a practice-oriented manner taking account of:
- all GMP/FDA-relevant issues
- the due diligence requirement in the area of drug safety surveillance
- potential for SOX compliance.
Transparency and speed: managing services in an IT environment with CRM
When operating a Service Help Desk, it is essential that the customers have access to fast, high-quality advice. Existing problems must be solved quickly while maintaining a clear overview at all times. In other words, one should never lose sight of the current situation but the possibility of analysis is also decisive.
For this reason, the SAP-CRM (Customer Relationship Management) of the Solution Manager was improved in terms of its user friendliness and numerous functions were developed with a view to enhancing performance. These include:
- own worklist
- maintenance masks for creating business partners
- modification of masks to optimise message recording
- temporary granting of rights to Help Desk personnel in combination with a ticket (very important for customers working in GMP or SOX-critical areas)
- configuration of multiple partner search option
- link to SAP Business Intelligence /analyses for the IT Help Desk
- Rights management for confidential texts
Constant streamlining of software and application developments/modifications
The Change Management Server - before and after:
Prior to the introduction of the Change Management Server (CMS), all projects, customer requests and urgent modifications were programmed, tested and transported to the productive system independently. This not only led to homogeneity problems in some applications but also resulted in complex messaging, signalling and authorization processes and reduced safety as each development/configuration had to be tested individually.
With CMS, however, developments can be grouped, tested together and imported together. Urgent modifications, which are now required much less frequently, can still be carried out at any time.
Further optimisation: The planned modifications are classified and guided through the authorization process in accordance with a decision matrix. This guarantees maximum control when implementing GMP-critical projects and minor modifications to less significant programs can be carried out quickly and cost-effectively.
We would be happy to provide personal and detailed advice on outsourcing or upgrading your existing Solution Manager Help Desk through the implementation of the Change Manager in line with your specific operating requirements.
To start the Cange Manager Tutorial, please install SAP Tutorial Player first.
For further information please contact service@fresenius-netcare.com.
Save time and costs with the Change Management Server
Linking the change and support processes guarantees faster and more comprehensible processing with simple customer reporting
- Throughput times for customer requests become more transparent and are easier to plan
- Fewer ad-hoc, high or very high priority intrusions after modifications
- Automated processes extending to transport of new/modified programs instead of manual compilation of data
- Efficient quality management (time saving of 50-70% when preparing and carrying out audits)
If you wish, you can outsource new developments, applications and modifications including maintenance of the corresponding programs. In this case, Fresenius Netcare will design your Solution Manager, provide the hardware, upgrades, permanent further development and maintenance. | 
