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In 2004, one of the world's largest researchbased biomedical and pharmaceutical companies set an overarching goal to reduce operating costs. Within the IT organization, executive leadership examined ways to improve IT efficiency and effectiveness, while also reducing variances across diverse locations. To staff the project, Accenture stepped forward with a team from Accenture Technology Consulting, including deeply skilled technologists from the Workplace, Technology & Collaboration organization. This organization is dedicated to using information technology to automate common workplace activities to achieve workforce productivity improvements and efficiencies. Working closely with the pharmaceutical company, Accenture defined a standard operating model for how desktop support services would be delivered globally.
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