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

Authors: Daniel Scumparim, Mario Sacomano Neto, Antonio Carlos Giuliani

Addresses: Administration Mastering Program, University Metodista de Piracicaba, Rodovia do Acucar, Km156, CEP 13400-911, Piracicaba – SP, Brazil. ' Administration Mastering Program, University Metodista de Piracicaba, Rodovia do Acucar, Km156, CEP 13400-911, Piracicaba – SP, Brazil. ' Administration Mastering Program, University Metodista de Piracicaba, Rodovia do Acucar, Km156, CEP 13400-911, Piracicaba – SP, Brazil

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.

Keywords: enterprise development; global service management; integrated service management; international management models; multinational corporations; MNCs; transnational corporations; TNCs; subsidiaries; information technology; labour costs; intellectual assets; local opportunities; Brazil.

DOI: 10.1504/IJMED.2009.026307

International Journal of Management and Enterprise Development, 2009 Vol.7 No.4, pp.409 - 428

Available online: 06 Jun 2009 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article