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Service Comes First

Jack Loo | Sept. 27, 2011
Flora Ng, VP & CIO, Asia Pacific Consumer, Johnson & Johnson, has been providing IT leadership to the consumer business group and managing some 80 IT staff across 14 countries in the region. She shares more details on her role.


Follow the Sun

The three commands will operate in a 'follow-the-sun' concept, where each centre has full control over Johnson & Johnson's worldwide IT environment for a certain time of the day, and handing over control to the next one.

Each centre houses a situation and collaboration room with high-definition video conferencing capabilities for shift turnover and crisis management. To ensure continuity of service, each centre is designed with dual power and network capability.

The Singapore facility is an important milestone in the organisation's Integrated Service Management (ISM) journey which began last year, according to Sal Trovato, vice president, IT operations centre & global site services. He is responsible for the three command centres as well as for activities such as incident management, problem management, change management, service request management, security operations, monitoring and events handling.

"We're building on a standard ITIL Version 3 Framework which allows end-to-end service capabilities across all different areas of IT. And these three command centres will help us improve the quality of our service delivery," said Trovato.

The command centres will be fully integrated and running by the first quarter of 2012, he added.

The ISM initiative represents a completely new approach for Johnson & Johnson IT. "Previously, we did not have this capability and service management of IT environments was inconsistent.
We had independent teams that were monitoring events regionally," said Trovato. "We did not have true visibility or end-to-end service capability. Now we do."

When all three centres are up and running by the end of the year, Trovato will be looking for more consistency with IT service delivery. 



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