Historically GlaxoSmithKline (GSK) was organised on a combined geographical and functional basis, giving each organisational unit independent responsibility for both Human Resource and Payroll. In a move to achieve a corporate HR and Payroll function, GSK Information Systems embarked on a programme of change, phased by organisational unit. New applications were introduced on a company wide platform.

Having implemented the early phases, user perceived performance problems were reported to the IT programme director. This together with concern regarding the implementation of subsequent phases prompted the request for performance advice.

ITG adressed the above concerns in a detailed performance report identifying a) the source of performance problems, b) a metric for HR and Pay applications and c) impact mitigation for the implementation of additional phases. The report provided the necessary information for GSK technical services to control performance issues during and after subsequent significant implementations.

During this assignment, ITG used the Ovum organisation to establish a list of prospective performance management tools. ITG recommended two of these for further trial and rigourous technical evaluation. This evaluation resulted in the eventual alliance between ITG and Mercury Interactive.

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