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Information Technology Plan IBM Global Services’ customers are continually faced with the challenges of reducing their internal IT costs, while simultaneously maintaining and improving the environment within which they conduct their core businesses. Customers are looking to create more reliable, more user friendly, and more manageable solutions across their enterprises. A component of this enterprise is the distributed computing environment. This refers to the desktop, laptop, PDA, and enterprise server devices within a company. The Enterprise Management & Software Distribution (EMSD) organization services this area for commercial customers. EMSD’s information technology plan is synonymous with the business plan. The plan is to utilize information technology tools and processes to reduce the support costs for these devices, without compromising their utility. The mission of the EMSD service is to provide a complete software management solution by: • Defining and deploying a core image to all end user systems that is customizable to functional or site requirements. • Designing, deploying, and utilizing systems management infrastructures, proces