An international telecommunications business was lacking an effective IT strategy. They had recently implemented an ERP package in a number of core business areas, but this was not delivering the expected benefits. Future direction was unclear and investments were put on hold.

The impact of this was:

• Business growth could not be achieved.
• Current IT systems remained fragmented, resulting in poor customer service and high transaction costs.
• Known business issues were not being addressed.
• IT systems were being delivered in an ad-hoc manner, increasing complexity and overall business costs.
• Return on IT investment was poor.

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