What they asked for:
Novartis Pharmaceutical Corporation had an existing server/PC support provider relationship that was working well in Europe which they wished to mirror in the United States. As the work began in the US, it became clear that this new "branch" of the relationship and the associated SLAs were not as successful as its European counterpart had been. Additionally, the key players involved weren't working together well and emotions became strong during attempts to find common ground. Novartis came to Clearview Management Consultants, LLC (CMC) for an objective view of the relationship and a proposal to get it back on track.

What we did for them:

• Reviewed and analyzed the current relationship between Novartis and its existing server/PC support provider. CMC "took the emotions out of it" and served as an objective third-party for this analysis.
• Developed and negotiated a commercially viable service level agreement between Novartis and its existing server/PC support provider.
• Worked with Novartis and its existing server/PC support provider to enhance the current service and business relationship.
• Supported Novartis on an on-going basis during monthly and quarterly review meetings with its existing server/PC support provider.
• Ensured that time-sensitive activities defined in the SLA occurred as planned.