7.1. The Challenge of IT Reorganization

We set three goals for our globalization effort: reduce the cost of IT to the organization, increase the level of service and customer satisfaction, and create an attractive career environment for our IT professionals.

The challenge was bringing what had long been six separate entities into a cohesive group. Of those six groups, three had regional responsibility for providing the basic "dial tone" in the organization, such as networks and server up-time, help desk support, and provisioning of desktop and laptop computers. These groups reported to the respective geographic organizations located in the Americas, Europe, and Asia Pacific.

A fourth IT group—one managing the enterprise resource planning (ERP) ...

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