GBS_Annual_Report2018_V12.1_SCREEN

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Glanbia Business Services 2018 Update Technology services Overview In Global Technology Services (GTS), we select, implement, and manage the day-to-day IT services that keep Glanbia connected to deliver better nutrition for every step of life’s journey. Our skilled IT staff in all of Glanbia’s major locations provide technical support, IT Operations and advise on technology solutions. GTS are the best point of contact for any IT issues or queries you may have, whether it’s a small question about Microsoft Excel, or assistance hosting a large conference—we are here and ready to help. We are constantly seeking out opportunities to extend the digitally connected Glanbia organisation, help organise communities to meet and drive knowledge sharing. Support Our support experts look after over 120,000 contacts from Glanbia staff and external parties every year. Our Global Service Desk, located out of Ireland and North America, is open 24/7 and our satisfaction rate exceeds 95%. Our aim is to fix the majority of calls to our Global IT Service Desk at first contact. We also support the employee onboarding process by providing equipment and access to systems and services, usually prior to an employee joining the organisation. By Alan O’Brien Director of Global Technology Services 12
Glanbia Business Services 2018 Update Build Connect Maintain GTS has a significant development capability, combining programming, test, and electronic services. We design, build, and deploy e-commerce, cloud, mobile, and traditional systems, all connected to our core SAP business engine. Our teams have developed solutions for mobile access to milk intake data, customer relationship data, HR data, and employee productivity data. In addition, we provide secure, single sign-on access to mobile and internet based systems such as Ariba, Concur and Success Factors. Finally, we electronically connect a large number of suppliers, customers, banks, warehouses, and other third parties with our SAP systems in order to automate as many business process transactions as possible. Our collaboration services give Glanbia employees the ability to connect anytime, anywhere, from any device we provide. Whether it’s sharing documents, drawings, or knowledge, we provide a suite of simple yet effective programs to allow groups and individuals to meet online and share. Programs such as Skype for Business, Yammer, Sharepoint, OneDrive, and OurGlanbia make up part of our collaboration ecosystem. We connect millions of instant messages, hundreds of thousands of voice and video calls every year and give Glanbia staff options to avoid disruptive and costly travel. Connectivity, through our single global network and mobility services, is provided seamlessly and efficiently by our network team and partner organisations. We connect hundreds of plants, sites, stores and remote locations every day across Glanbia. Our highly skilled and dedicated maintenance teams are made up of designers and operators in a wide variety of technology fields. Out in the field, our Operations staff could be dealing with servers, networks, phone systems, PCs and laptops, as well as building systems to keep the plants producing our products. We also have a group of technology professionals that design, build, manage and maintain our core SAP systems, email systems, Skype systems, servers, global networks, and data centres. Behind the scenes, there are many others that work every day to keep the lights on through maintenance works, security operations, equipment replacements and other valuable programs. 13
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