1.2 How would you recommend that CSL develop the required operational capabilities to deliver IT solutions? Computer Services Limited (CSL) was set up in the 1980s to provide a low-cost repair service for the customers of one of the large computer manufacturers.

It was one of the first third-party or independent maintainers to compete directly with the service function of the original equipment manufacturer (OEM).

Because CSL had lower overheads, it was able to compete effectively on price. It drew its workforce from ex-employees of the OEM’s service function and was able to find more than sufficient business from customers in the London area. At this stage, product life-cycles were relatively long and CSL was able to grow and sustain this business without a significant increase in complexity. It realised fairly quickly that it would be able to provide a similar repair and maintenance service for other makes of computer. However, this did mean the implementation of more sophisticated control systems to manage a growing workforce of service engineers and to ensure the purchase and provision of spares for a wider range of computer products.