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Promises of synergy are fulfilled when the entities coming together are subsequently re-organized so that people and systems work together. The 2008 merger of Indonesian banks Lippo Bank and CIMB Niaga immediately created one of Indonesia's largest banks and contributed to CIMB becoming one of the largest South East Asian Banking Groups. However, for synergy to materialize, IT had to be streamlined, starting with IT service management. A new service desk platform was to spearhead broader systems consolidation of the newly merged - and much larger - banking organization. BMC Remedy Service Desk answered the call.
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