Software Request Process at Amgen

Requesting Non-Catalog Software at Amgen

• Start by searching the Workspace ONE Intelligent Hub catalog for a suitable alternative to the desired software.
• If no alternative is found, initiate a request through Frankie at the service desk.
• Use the Frankie chat feature by entering "ticket" and assign it to the SVC-LM group for assistance in creating a ticket.
• Alternatively, navigate to the Service Catalog, select Software, and then proceed to General Software Request to submit your request.

License Management and Purchasing Process

• Contact the License Management team to check if Amgen already possesses a licensed copy of the requested software.
• If no licensed copy is available, email Amgen’s preferred reseller at [email protected] to obtain a software quote.
• Once received, place a software order by creating a purchase requisition in Amgen's purchasing system, including the quote as an attachment.

Compliance and Policy Guidelines

• For software costing above $250K, engage with Global Strategic Sourcing (GSS) to proceed with the request.
• Review the supplier's license use rights before purchasing or installing to ensure compliance with Amgen policies and to avoid non-compliance risks.
• Check against Amgen prohibited software guidelines detailed in SPEC-434519, Appendix A, for additional compliance information.

Installation and Support Criteria

• Note that Amgen does not centrally manage installations, and Service Desk agents cannot install software that is outside of the Amgen Software Catalog or Workspace ONE Intelligent Hub.
• A minimum user base of 50 and a documented business need are required for third-party software to gain enterprise-level support.
• If meeting the criteria for enterprise-level support, submit a packaging request via the Service Catalog.
• The Service Desk can install Amgen applications if you provide admin credentials and possess the setup file.
• For license requests or issues, submit a ticket to the SVC-LM group.