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Global integrated service management: a study of the GISM implementation in a multinational and its subsidiaries in the information technology business

Author

Listed:
  • Daniel Scumparim
  • Mario Sacomano Neto
  • Antonio Carlos Giuliani

Abstract

This article presents the implementation of global integrated service management ('GISM') in a multinational with subsidiaries in Information Technology business. GISM is an international service management model that makes use of lower labour costs and intellectual assets where best offers are found, being different from classic multinational and transnational models. Data used in study were collected at North American Head Office and Brazilian subsidiary through interviews, documents analyses and direct observation. Results show successful application of GISM taking advantage of best local opportunities and advantages where Service Provider Centres are located to deliver value worldwide.

Suggested Citation

  • Daniel Scumparim & Mario Sacomano Neto & Antonio Carlos Giuliani, 2009. "Global integrated service management: a study of the GISM implementation in a multinational and its subsidiaries in the information technology business," International Journal of Management and Enterprise Development, Inderscience Enterprises Ltd, vol. 7(4), pages 409-428.
    • Handle: RePEc:ids:ijmede:v:7:y:2009:i:4:p:409-428
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