Managing change - Managing change Global Services, a...

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Managing change Global Services, a division of IBM, ranks near the top of the Global Services100 list (Marlin, 2006). One reason they will remain there is because of their world-wide scope. IBM has shown a true dedication to evolving and implementing technology to benefit the business world. For example, IBM Global Services answered a call from “Pfizer Health AB, a research and development division of New York-based Pfizer Inc., a global-pharmaceutical company with revenues of nearly $45 billion that employs about 122,000 people worldwide (Marlin, 2006).” The goal was to help them control and reduce their internal IT costs. “By teaming with IBM Global Services to manage its network and desktop operating systems, Pfizer Health reduced help-desk related maintenance costs by 37.5%, shortened its problem-resolution timeframe, and realized a dramatic increase in "first-call" resolutions. The IBM solution also enabled Pfizer to substantially lower full-time employee usage and baseline models, and reduce
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This note was uploaded on 03/15/2011 for the course RES 342 taught by Professor Carey during the Spring '08 term at University of Phoenix.

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Managing change - Managing change Global Services, a...

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