Calbro Services is a large company providing services to both internal and external customers. They are planning for growth in multiple areas by providing additional service offerings for existing business services, and possibly expanding into new services within their core competency. Calbro's only focus has been on the financial services market, and although they are continuously looking for new growth areas, the executives have stated they have no plans to expand into areas outside of their core competency. Customer satisfaction is paramount in Calbro's industry as over the years they have built both a name and their reputation on setting reasonable expectations and living up to those expectations. However, in recent years competitive pressure is being felt in a number of their foreign regions, and in the Americas several financial institution mergers have begun eroding their margins, causing some concern among shareholders. From a financial standpoint, Calbro has a strong balance sheet, and over the past three years IT spending has ranged between 11 and 13 percent. Executive management has stated that IT spending will increase to 16 percent over the next two years to support new service offerings in the pipeline and to fund their top-down service management project. The following information is critical:
Business services targeted at internal and external customers
Expect additional business services and service offerings in the future