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Shionogi Inc. is the U.S. subsidiary of Shionogi & Co., Ltd., a 140-year-old global pharmaceutical company with headquarters in Osaka, Japan. Shionogi Inc. leverages science-based heritage to develop and commercialise pharmaceutical products to treat unmet medical needs in our core areas of infectious diseases and pain, as well as other areas of high medical need, including chronic liver disease.

The challenge

Due to rapid growth, Shionogi’s existing IT support services arrangements no longer suited their business and operational requirements. With a more mature agile, efficient solution needed, Shionogi approached OryxAlign to provide strategic direction and consultancy to mature their IT strategy, build an internal capability and deliver a managed technology service to support the forecasted growth of their operations in the UK and Europe.

Bruno Elias, Senior IT Manager at Shionogi has worked with OryxAlign since the beginning of the partnership. “OryxAlign’s managed service proposition aligned with our expectations and standards perfectly. It took them very little time to get the measure of our IT infrastructure, and understand our needs.”

The solution

Shionogi were clear in their concerns and outcomes they hoped to achieve. Taking this into consideration, the OryxAlign team delivered a strategic IT plan which met the immediate requirements which was to complete an in-depth IT infrastructure and security audit and build an internal technical support team to provide onsite and deskside support to their user community.

The IT audit revealed an array of infrastructure, connectivity resilience and security issues which were addressed as part of a refresh project completed by OryxAlign’s professional services team. The refresh delivered improved network resilience by mitigating single points of failure on the core networking and connectivity stack. With this crucial project successfully completed, two onsite engineers were recruited and placed onsite permanently to deliver support for the user community. The onsite engineers were trained and managed by OryxAlign in partnership with the senior IT leadership at Shionogi. Part of the internal capability development which OryxAlign delivered was the selection and implementation of a new service management platform. OryxAlign successfully implemented Freshdesk to meet the outcome of this requirement.

“The greatest benefits of working with OryxAlign is their extensive and proven expertise at our disposal. Whenever we have an IT issue or project, having our own dedicated resource managed by the Oryx team, takes a huge weight off my shoulders. We have access to more coverage, and a wider skillset than we could ever have provided internally,” said Bruno.

As the strategic incumbent IT partner to Shionogi, OryxAlign are deeply involved in delivering an ongoing program of technology transformation projects ranging from cyber security to cloud migrations to improved collaboration technologies. Shionogi continue to expand their operations into Europe and OryxAlign are tasked with establishing and implementing the IT infrastructure in each of the locations, working in partnership with local European stakeholders.

The outcome

The Shionogi and OryxAlign partnership began in 2016 and has developed from strength to strength. OryxAlign have ensured the adoption of the right technology aligned with industry best practices and trends, to support Shionogi’s rapid and continued growth.
The internal IT team are now firmly embedded and deliver first class user support and engagement, whilst being supported by experiences and mature teams of service management and technical professionals at OryxAlign, and a 24x7x365 IT Service Desk where needed.

Core infrastructures and platforms are resilient and have been secured to the highest standards. This has allowed Shionogi to keep focus on building their operations without any distraction.

Bruno continues, “We noticed a difference in the level of support and quality in service soon after switching to OryxAlign. Over the past few years of our partnership, Shionogi and OryxAlign have collaborated on several large and mission-critical projects. As a core part of business operations, they continue to provide excellent technical and consultatory capabilities, with first-rate client services.”

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