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The Information Systems and Services (IS&S) unit at Texas Instruments had a reputation for providing high quality, state-of-the-art systems to the
company's individual business units. IS&S found that its centralized structure contributed to a standardized and highly reliable global infrastructure but made it difficult to respond to the firm's
increasingly dynamic market environment. In the late 1980s IS&S started distributing staff to the business units to increase communication and to enhance understanding of business requirements and IT
capabilities. Global cost pressures and the need for an enabling infrastructure demanded even more proactive efforts to target IS&S products and services at strategic business needs. In this case study
the firm is preparing to implement service level agreements for this purpose. The case study identifies design and implementation issues key to the success of its service level agreements.
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