IT Organizational Effectiveness -
Case Study

Global Applications Support Team

The Business

Fortune 100 Specialty Chemical Manufacturing company with Domestic and International operations.

The Business Need

Provide a consistent level of support for the global software applications, particularly for smaller sites where local IT resources were limited.


Build an internal staff knowledgeable in the company's business lines and standard software packages to provide support before, during and after implementation.


A Group IT Consulting Services staff was formed to provide a consistent approach for software implementation and training services, Help Desk, and custom development to support the global software rollout.  Staff was fully trained in both the application functionality and development environment.  Support was provided through onsite visits, Email and conference calls.  An empowered Team concept was employed to facilitate responding to site requirements, and providing cross training.  An opportunity was provided for Domestic and International sites to send staff to work in Consulting Services.  Upon returning home, they brought back a thorough understanding of the applications that could be implemented locally.  An aggressive intern program was initiated with local colleges to complement the full time staff.
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March 2008

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