Software Request Process at Amgen

Questions and Answers

What should you do first if you cannot find the desired software in the catalog?

Install the software without approval.

Open a request using Frankie. (correct)

Order it directly from a third-party vendor.

Contact Human Resources for assistance.

Which group should you assign your Frankie ticket to?

Technical Support group

Procurement group

SVC-LM group (correct)

Development team

What must you do if the desired software costs more than $250K?

Submit a request for budget approval.

Enroll in a software training program.

Purchase the software without approval.

Engage Global Strategic Sourcing (GSS). (correct)

Before purchasing software, which of the following should you review?

The supplier's license use rights. Signup and view all the answers

What is required for any Third-Party software to be supported at an enterprise level?

A business need and a user base of at least 50. Signup and view all the answers

What should you do if Amgen does not already have a licensed copy of the software?

Email Amgen's preferred software reseller for a quote. Signup and view all the answers

Which tool can you use to submit a general software request?

Service Catalog Signup and view all the answers

Which statement about Amgen's software installation policy is true?

Software not in the catalog cannot be installed without proper authorization. Signup and view all the answers

Study Notes

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.

Description

This quiz explores the process of requesting software that isn't available in Amgen's catalog via Workspace ONE Intelligent Hub. Participants will learn how to search for alternatives and submit requests using the 'Frankie' service. Gain insights into navigating the Service Catalog efficiently.